Doesn’t Understand The Custom Part Of Customer, Part 21
I used to work at a small, family-owned scrub shop. Though we were the only shop in town, we had a great stock. Our return policy was very strict, and we could do it with a 10% restocking fee within thirty days or we could do a free exchange for a similar item. Occasionally, the owners would bend the rules if the customers talked to them, so my coworkers and I would often refer customers with problems to them. This was the strangest phone call I ever had regarding an exchange.
Me: “You’ve reached [Scrub Shop], [My Name] speaking. How may I help you?”
Customer: “Hello. I’d like to return some scrubs.”
Me: “Certainly. When did you purchase them?”
Customer: “November.”
It’s now January.
Me: “Unfortunately, ma’am, that falls outside our thirty-day window on returns, so I can’t do much for you, but if you call back tomorrow and ask for [Owner], maybe they can help.”
Customer: “Well, I really can’t wait. You see, I’ve just moved to a different state, and I need to mail my old scrubs back and get some new ones.”
Me: “Is there anything wrong with them?”
Customer: “Oh, no, they’re just the wrong color. You see, the hospital I used to work at required navy scrubs and the one I now work at requires grey scrubs.”
I start taking down notes for the owner.
Me: “So you’d need to ship them back? What brand and size are they?”
Customer: “Large [Brand].”
We do not carry that brand.
Me: “Ma’am, are you sure you meant to call [Store]? We have never carried [Brand].”
Customer: “Oh, I know. I got these online. I just want to exchange my old scrubs for new ones.”
Me: “Ma’am, I can’t take back scrubs we’ve never sold and just give you new ones for free.”
Customer: “Well, you just listen here now! I will send you my old scrubs and you will send me new ones in the proper color!”
Me: “We don’t ever carry the brand of the scrubs you’d be sending us. We couldn’t sell them. You’re welcome to discuss this with [Owner] tomorrow, but I can’t just send you free scrubs.”
Customer: “I will call [Owner] and I’ll complain about your attitude.” *Hangs up*
She really did call the owner the next day, and she was laughed off. Seriously, who tries to send a random product back to a store in hope of getting free items? Scammers are getting nuts!
Related:
Doesn’t Understand The Custom Part Of Customer, Part 20
Doesn’t Understand The Custom Part Of Customer, Part 19
Doesn’t Understand The Custom Part Of Customer, Part 18
Doesn’t Understand The Custom Part Of Customer, Part 17
Doesn’t Understand The Custom Part Of Customer, Part 16
