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Half-Baked Complaint

, , | Right | April 9, 2018

(The retail chain I work for coordinates with a local bakery to provide customers with rolls for Thanksgiving and Christmas. Because of the high demand, customers have to submit their order forms weeks in advance, and then the rolls are available in-store the day before the holiday.)

Customer: “Hi, I have a complaint. I ordered rolls from you guys and they weren’t in the store when I came to pick them up.”

Me: “Oh, I’m sorry about that. Did you get a confirmation that your order went through and everything?”

Customer: “Yes, but they weren’t there.”

Me: “Okay, I’m really sorry that that happened. Since it’s the bakery that makes them, let me give you their number to see why they didn’t deliver to your location on time.”

Customer: “No, I don’t want their number. I just want to complain.”

Me: “You’ll still need to contact the bakery. I don’t work for them; I work for [Small Retail Chain], so I can’t forward your complaint to anyone here.”

Customer: “I don’t want the bakery’s number.”

Me: “Okay?” *I wait for her to tell me what she does want, then…*

Customer: “Thank you, dear. Have a good day.” *hangs up*

Me: *thoroughly confused*

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