Complaining Right Out Of The Gate

, , , , , | Right | November 25, 2018

(I work at a well-known baby retailer. Guests can return items bought off of their registry. The item will come back at whatever price was paid for it by the gift giver. After returning a baby gate that was given to the customer at her baby shower, she walks over to me.)

Customer: “The price for the gate came back at $19.99; it’s a sixty-dollar gate. I don’t understand.”

(I know she returned it off of her baby registry, because I walked past as the transaction occurred.)

Me: “The prices come back at the price that was paid for it, not exactly the price that is listed. If you want, I can pull up an electronic receipt seeing why there is a huge price difference. Most likely, the gate was on sale or she had stackable coupons. Let me take a look.”

Customer: *looking very frustrated* “I don’t understand! It’s a sixty-dollar gate!”

(I pull up the receipt online, and it shows the gift giver purchased the gate not only on sale, but had multiple coupons that brought the gate down to the $19.99 price.)

Me: “Looks like she got a great deal here; she managed to use coupons and get a sale price. Were you looking to exchange the gate? Was something wrong with it?”

Customer: “I’m just going to purchase a new gate. I didn’t use the old one. Uh, thanks.”

(She walks off, seeming to understand how the system works. Thirty minutes later, she walks up to the service desk with an $89.99 gate.)

Customer: “This is ridiculous that I have to pay out of pocket for this gate. I should’ve gotten full price for the other one!”

(The cashier calls me over to see if I can fix the situation. At my store we have a “say yes to the guest” policy. No matter how wrong the guest is, or how outrageous the request, we’re obligated to make sure the guest leaves happy.)

Me: “I’m sorry this happened. Let me fix this in the computer so you can have an even exchange.”

(I then adjust the price so that even though there is a price difference, she will not pay out of pocket for anything.)

Customer: “You did not have to do that. That’s not what I wanted. It’s just ridiculous that I would’ve had to pay out of pocket. That doesn’t make sense; you should probably fix your system because I am not happy!” *storms out still mumbling*

(I later received an email from my district manager saying I had pissed off a guest enough to where she called customer service to file a complaint. She demanded compensation for her time and for dealing with “such stupidity.”)

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