Keeping The Holiday Spirit Refrigerated

| Right | December 18, 2015

(This is a number of years ago at a popular store call centre at Christmas time. I was in high school trying to make money for gas.)

Me: “Happy Holidays and thank you for choosing [Store]. How may I help you?”

Customer: “Well, I ordered a fridge from you a few weeks ago and they said it would be here by Christmas, but it’s not here yet.”

Me: “Okay, do you have your [Store] card on you?”

(I look her information up and confirm the security details.)

Me: “Okay, it says here that your order has been back-ordered, and unfortunately may not arrive in time for Christmas.”

Customer: “What? It has to be here for Christmas. When I ordered it the person PROMISED me it would be here by Christmas.”

Me: “Well, let me double check some things here, make sure there isn’t anything missed.” *I go through different paths coming to the same conclusion* “Unfortunately, the fridge may not arrive until the New Year. Apparently it’s a very popular model.”

Customer: “Well, that doesn’t help me! You guys PROMISED me it would be here!”

Me: “And it will be, but unfortunately—”

Customer: “No! You PROMISED it would be here, so what are you going to do to fix this?!”

Me: “I— uh, well, the only solution I can think of is you could try reordering it and return one when they both arrive for a full refund, bringing you back to as if you’d only bought one.”

Customer: “You think that would work?”

Me: “It could. I’m not making any promises, but it says here if you order this today it would get there just after Christmas. It’s not perfect, but it’s not the New Year, either.”

Customer: “Okay, well, do that then.”

Me: “Okay, so you’ll order another fridge and send one back when the other one arrives?”

Customer: “Yes, that will do.”

Me: “Okay, can I get your [credit card number] again?”

Customer: “No.”

Me: “I’m sorry?”

Customer: “No, if I give you number you’re just going to charge it again.”

Me: “Yes, we have to charge the card to order a new fridge for you. We can’t send one to you for free.”

Customer: “Well, that’s what you said!”

Me: “I’m sorry, ma’am, but we cannot send you a free fridge on faith that you’ll send one back.”

Customer: “Well that’s just wonderful, isn’t it?! First you won’t send me the fridge YOU PROMISED would get here BY CHRISTMAS, then you want to charge me A SECOND TIME for the fridge YOU STILL WON’T SEND ME! Never mind, I guess I’ll just have to wait until AFTER Christmas and ruin it for them then. Thanks a lot!” *click*

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