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Buy Direct Or Get Wrecked

, , , , | Right | November 25, 2021

I work in customer service, where the customer will contact us if they have any issues with their online orders.

This customer called us because they had a complaint about a pair of shoes they had ordered. The shoes on the website were, of course, good-looking and new. The customer had not only gotten the wrong pair but they were also used to the point that you could only throw them out; they sent us pictures later.

The customer was understandably not happy about this and demanded to get compensated. Now the fun started.

When I asked for an order number, the customer provided one that was definitely not used in our system. After a bit more information, I found out that the customer had not even ordered it from our website, but from a scam website, which had used part of our name and our company’s address to seem as if it was a sister company to ours.

The customer was not happy about this answer but would take a look at it from the “company” they had ordered from.

I thought this was the end of it, but boy, was I wrong.

Over the next few weeks, the customer contacted us on a regular basis via email (mostly) regarding these shoes from our “sister company”. They had apparently been in contact with the scammers and demanded compensation. The scammers responded that the customer could get a partial refund or similar but never a full refund.

And because of that, the customer returned to us, since we apparently had to deal with our “sister company”.

Their reasoning was that since the scammers were using our company’s address and other information, then this was our responsibility and we should pay the customer back for the money lost. The customer backed their logic up with the fact that their husband was a lawyer and he had said this was correct.

Each and every time the customer demanded us to pay back for their own mistake, they got the same answer (just worded slightly more politely): “Sorry for this, but no, we are not responsible for you making an order on a scam website.”

After a long enough time, I think the customer got the message that we neither could nor would help them with something that wasn’t a mistake on our side. And there was no way we could have done anything about the scammer’s website. I did ask my bosses about this a few times.

I have no idea if the customer ever got their money back, but I think that’s highly unlikely.

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