Unfiltered Story #122222

, , | Unfiltered | September 30, 2018

(Our company is owned by a larger company. The customer placed her order for a medical product. Two weeks later, before her order shipped, she called back.)

Customer: I got an email from [Our Parent Company] with a UPS tracking number. My insurance company will only over [Our Company]! I want what I asked for!

Me: Ma’am, you ordered from [Our Company]. The email is an automated email from UPS and the shipping account is under [Parent Company]. We are in the same building, but separate businesses. You are receiving what you asked for.

Customer: No! My insurance company won’t cover [Parent Company]! I want [Our Company]! I have to order what they told me to order!

Me: Ma’am, to explain again, you did exactly what your insurance company asked. You ordered from [Our Company]. Sorry for the confusion.

Customer: No, no, it’s all just too confusing. Cancel my order.

Me: Are you sure? I promise it is from the correct company, your insurance will cover it in full.


(I cancelled the order and thought nothing else of it. The day she would have received the order, she called back.)

Customer: Hi, I just want to confirm that my order will be delivered today. I got an email from another company trying to trap me into ordering from them, but I told them I wanted to use you.

Me: Ma’am, you spoke to me last week and you cancelled your order.

Customer: WHAT!? No, I didn’t! I cancelled an order from [Parent Company].

Me: No, ma’am. You called here and said that it was too confusing to understand that [Parent Company] was not shipping your order, and you asked to cancel the order.

Customer: NO! I called to cancel an order from them because my insurance will only cover [Our Company]. You must have cancelled both orders! This is your fault!

Me: Did you place an order with [Parent Company]?

Customer: No! Of course not!

Me: In that case, we could not have cancelled an order you did not place. YOU asked to cancel your order and WE cancelled the only order on file for you. WE did exactly what YOU asked. You must accept responsibility for not believing me when I tried to explain your situation. Now, if you would like the equipment tomorrow, it will be a $200 overnight shipping fee, as the box is very large.

(She ranted for fifteen minutes about how we mislead her by not telling her we are owned by another business. Because somehow that is her business. In the end she agreed to pay the shipping charge, but wanted a call from the owner to discuss her dissatisfaction. The owner refunded the shipping charge to avoid confrontation and we lost money on the order. I hate this job.)

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