Mass Decapitations Means It’s Christmas!

, , , , | Right | November 27, 2018

(I get a call from a lady who is very upset about some photos she sent to be printed.)

Me: “Thank you for calling [Store]. My name is [My Name]; how can I help you?”

Caller: “You ruined my Christmas! All of the photos I just ordered today have the heads cut off! I can’t use these as Christmas cards! I want a refund or a reprint!”

Me: “No problem. Let me look up your order real quick.” *looks up order* “I’m sorry, miss, but it seems you ordered these through our app or online. Unfortunately, if you want these to be cropped the way you want them, I’m going to need you to come into the store; we would be happy to redo them for free.”

Caller: “This is ridiculous! I don’t have time for this! I can’t believe you guys can’t do your f****** job!”

Me: “I’m sorry, but if that’s not something you would like, I’m sure my manager would be okay with us giving you a refund.”

Caller: “I don’t have time to come back to that store! I can’t believe you won’t remake them! This is ridiculous!”

Me: “Ma’am, I’d be happy to help you remake them or give you a refund. But for either one you have to be at our store.”

(After another five minutes of her screaming at me, I get my manager to talk to her.)

Manager: “Thank you for holding. How may I help you?”

(The lady is screaming through the phone the same things she has told me already.)

Manager: “I’m so sorry that this happened. I would be willing to help you remake them or give you a full refund if you come back in.”

(The lady on the phone is now screaming so loud I can hear from next to my manager.)

Manager: “I’m sorry, ma’am, but unfortunately, unless you’re present in our store, I can’t give you a refund or remake your photos.”

(This continues for a good ten minutes.)

Manager: “Ma’am, what would you like us to do for you?”

(The lady is still screaming something about how we can’t do our jobs correctly.)

Manager: “Ma’am, what would you like us to do for you? I’ve given you your two choices; if you’re not satisfied with that then I can give you our 1-800 number.”

(The lady continues to scream at her for not being helpful.)

Manager: “Ma’am, I’m sorry, but if you’re going to continue to scream at me then I’m going to have to hang up. I’ve given you your two choices in what we can do for you. If you’re not satisfied, then you can call our 1-800 number and leave a complaint.”

(The lady continues to scream at her.)

Manager: “Ma’am, I’m sorry, but that’s all I can do. I’m going to hang up now.”

(The lady continues to scream.)

Manager: “I’m sorry, ma’am, but I’m going to hang up now. We hope to see you in soon. Have a good day.”

(The manager hangs up phone.)

Me: “Wow… she was not happy.”

Manager: “She said she was driving on her way to our store, anyway. Guess it wasn’t too much of an issue for her to come over. I’m just glad I don’t have to talk to her anymore.”

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