Addressing The Lack Of Addressing, Part 3

, , , , | Right | May 4, 2021

I work from home answering emails for a variety of companies. I work for the parent company and we own forty-six other companies; all the emails go into one inbox. Half of our companies ship out our horticulture products (plants and plant goods) while the other half ship out our gift products (puzzles, household items, furniture, etc.).

Once the package leaves our facility, we cannot control what happens, regardless of the shipping company used.

On the 28th of the month:

Customer: “This is outrageous! You had to reship my order on the eighth because [Shipping Company] lost it and I still don’t have it!”

Me: “I apologize for the inconvenience, ma’am. After looking at your account, it appears the package was returned to us and marked undeliverable, and we have credited back the card on file.”

Customer: “Are you serious?! First, it took me three tries to type my credit card in on the website because I couldn’t figure out the expiration date! Then, [Shipping Company] lost my order! And now, when I’m waiting to get it again, it says the address is undeliverable! That has to be something in your system because the address was correct!

Me: “I have looked at the ship-to address on the account. The address we have is [address], Jacksonville, Florida. Is this the correct address?”

Customer: “No! It should be shipping to Jackson, Mississippi, not Florida! Why can you people never do anything right?! I demand whoever put this order in be yelled at for not knowing!”

Me: “Ma’am, I’m sorry for the confusion, but it appears this order was placed on our website, not via one of our agents. I understand that our website can be confusing sometimes. I do apologize for the trouble you’ve had with this order. Would you like me to help you place a new order for the correct address?”

Customer: “Ha! As if I’m ever ordering from your company again! You mess up addresses and [Shipping Company] can’t do anything right! I think you should give me all of the products I was trying to order for free to make this right.”

Me: “Ma’am, unfortunately, we cannot ship out free items when the situation is not our fault. We have fully refunded your card and, unfortunately, the only thing lost in this order has been time. I can offer you a $25 gift certificate for a future order, but that is the best we can do.”

Customer: “I’m going to the BBB about this! I hope you enjoy your scathing review about not making things right!”

I really don’t know what she wanted from us. We already gave her back her money, she messed up on the address, and we can’t make [Shipping Company] deliver to somewhere we don’t even know. You just can’t please some people.

Related:
Addressing The Lack Of Addressing, Part 2
Addressing The Lack Of Addressing

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