Unfiltered Story #202128

, , , | Unfiltered | August 1, 2020

I work in customer service for an online retailer. We always get a lot of customers upset about shipping over the holidays, but this one takes the cake.

The customer was transferred to me by a rep as an escalated call. The customer wanted his shipping fee of $9.95 returned for two day delivery.

Me: Hello, you have a question about your delivery?
Cust: Yes, I am upset over the way you shipped my order. I paid for two day air and you shipped it 2 day ground. I want you to refund my shipping fees.(there is no way to chose which carrier our items ship with in our ordering system)
Me: Sir, I see that you paid for 2 day delivery and you received the package on time.
Cust: I paid for two day air and you shipped two day ground.
Me: Sir, you paid for two day delivery and you received two day delivery. You are not due a refund for your shipping fees as the item delivered on time.
Cust: You said guaranteed two day delivery and you shipped two day ground which is not guaranteed. I know UPS. Only two day air is guaranteed. You shipped with a cheaper method and just want to pocket my money. I paid for two day air and I want my refund.
Me: Sir, there is no where in the ordering process for you to chose which carrier ships your item. We ship USPS, FedEx and UPS two day delivery. Our system chooses the best carrier to get your package delivered on time.
Cust: Two day air is guaranteed, two day ground is not guaranteed. I know UPS and I paid for two day air. Refund my money.
Sir: No, sir you paid for two day delivery and you received two day delivery.
Cust: What kind of company is this? I will just return the whole order than! You really want to lose a sale over $9.95?
Me: Sir, you are welcome to return the item if you wish. I would like to let you know that our return policy, which you agreed to when you placed the order, states that shipping fees are not refundable on non defective returns. You received two day shipping and the item delivered on time. We will not be refunding your shipping fees.
Cust: I paid for two day air and you shipped ground. I know UPS. It is not guaranteed. I have an invoice.
Me: Sir, you can not chose the carrier for you order, it is not possible. If you have an invoice or email that shows that you ordered or we promised to ship with UPS two day air, please forward it to me and I will refund you shipping fees.
Cust: I have to prove it! What kind of company is this! I want to speak to your boss.
Me: Sir, I am the highest level in customer service. There is no one else to speak to.
Cust: Oh, so you are the CEO, the president of the company.
Me: No, sir I said there was no one else higher in customer service you could speak to.
Cust: Ok, what is your name, I am writing it down!
Me: My name is (Name)
Cust: and your last name?
Me: Sir, we are not allowed to give that out for security reasons.
Cust: But you are the CEO, you said there is no one higher!
Me: Sir, I said there was no one else in customer service to speak to. I am the highest level in customer service.
Cust: Fine, I will return the order, and complain and tell everyone not to shop with you. (hangs up)