Doesn’t Understand The Custom Part Of Customer, Part 4

| Right | January 21, 2015

(I work at a mattress retailer.)

Customer: “I want to see your [price] queen set.”

Me: “Okay, right this way.”

Customer: “Yes, that looks just like the one I bought at [Competitor] for [price $50 higher]. Do you guys have a price match policy?”

Me: “Yes, if you find the same product cheaper somewhere else we’ll match it.”

Customer: “Well, then, I want my $50 refund.”

Me: “Pardon?”

Customer: “Under your guarantee, you have to refund me my $50!

Me: “But… didn’t you just say that you got it for $50 higher than our price at [Competitor]?”

Customer: “Yes!”

Me: “So, you want us to refund you the $50 despite the fact that our price is lower, and you have never purchased anything from us.”

Customer: “Yes! How hard is this to understand? That’s what a price match guarantee is!”

Me: “Uh… I’m sorry ma’am, but I can’t refund you money you never spent, plus the price match only applies if you buy the product from us and then find it cheaper somewhere else.”

Customer: “Don’t try and confuse me! You have to give me $50. It’s in writing and I’ll sue you for false advertising if you don’t! You’ll be fired!”

Me: “I’m terribly sorry, ma’am, but what you need to do is go to [Competitor] and enquire about their price match guarantee. If you want to return your product there, I would be happy to sell you this one for [price].”

Customer: “I can’t believe your lack of customer service! I’m never shopping here again!”

Me: “Ma’am, you have yet to purchase anything from us in the first place.”

Customer: “Well, I never!”

(She stormed out of the store. I have no idea if she got her $50, but good riddance!)

 

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