Their Common Sense Expires Months Ago
(My office focuses on wholesale business. We deal with stores across the US that sell the products we manufacture. This phone call is from a small business that sells a few of our products. My coworker takes the call.)
Store: “I need to update my credit card information.”
Coworker: “Ok, let me pull up your information.” *pulls up info* “I see we have a card on file that ends in [numbers].”
Store: “No, no, no, that’s the old card. I need to give you the new number. I can’t believe you didn’t call and tell me my card was out of date!”
Coworker: “I’m terribly sorry no one contacted you, but I can go ahead and get the new card on file now.”
Store: *gives updated credit card information*
Coworker: “Okay, I’ve got that on file now, but I don’t see a pending order.”
Store: “I don’t have a pending order because you didn’t have my updated credit card information.”
Coworker: “Oh, I see. Can I place the order for you now, since we’ve got the new card on file?”
Store: “NO, I DON’T WANT TO PLACE AN ORDER. I JUST WANTED TO UPDATE MY CREDIT CARD!”
Coworker: “Ok, well, we’ve got it now, so it will charge when you place your next order.”
Store: “I can’t believe you didn’t tell me it was expired.”
Coworker: “If you don’t have a pending order that’s held up by an expired card, then we don’t know that the card is expired.”
Store: “So you have to wait until the order is held up?”
Coworker: “Well, yes, because we have thousands of customers. We can’t monitor every single credit card to see when it’s about to expire.”
Store: “But you sent me an email saying it was out of date.”
Coworker: “….but I thought we hadn’t contacted you…”
Store: “It’s an old email from months ago. It says you can’t process my order until I update my credit card.”
Coworker: “Well, you must have updated it back then, because you don’t have any pending orders, nor any cancelled or on-hold orders.”
Store: “Then why did you send me this email?”
Coworker: “You said it was from months ago? You may have had a pending order months ago, but I can see that all of your placed orders have been processed. We aren’t currently holding anything for you.”
Store: “This email IS from months ago. I updated my card months ago as well. I’m just now reading the email!”
Coworker: “Okay, well, the new card information you just gave me was different from what was on file. So, has your credit card information changed since the last time you updated it?”
Store: “YES!”
Coworker: “So do you need to place an order?”
Store: “NO! NO, I DON’T!!!”
Coworker: “I’m not sure why you’re angry, then?”
Store: “YOU SHOULD HAVE TOLD ME!” *click*
Me: “So she’s mad at us for not being mind readers?”
Coworker: “I guess…?”
Question of the Week
Have you ever served a bad customer who got what they deserved?