Opening Them Up To The Possibility They Were Wrong

, , , | Right | December 8, 2018

(I work as a customer service rep for an online retailer. It is a marketplace, so our products are sold by third parties. A customer calls in for an ongoing support ticket, and I pull it up by the phone number.)

Me: “Hello. How may I help you?”

Customer: “I ordered four rolls of shelf liner but only got one. I was waiting to hear from the girl I spoke to earlier and have not heard back.”

Me: “I see that agent emailed you with an update from the seller. The seller had said the four rolls were packed together for shipping.”

Customer: “I just got one roll!”

Me: “I see one of the rolls was 24 inches wide and the other three were 12 inches wide. Is the roll you received 24 inches?”

Customer: “Yes.”

Me: “Have you had the chance to open it to see if the other rolls were included as the seller said?”

Customer: “No! That is ridiculous. It is such a pain to open. It will mess up the integrity of the roll. I opened just the ends.”

Me: “I apologize that it’s inconvenient, but as the seller has advised, it was shipped together; opening it will determine if they did send the four rolls in one shipment or if we need to ask them to ship the other three.”

Customer: “I can’t believe I have to open it!”

(The customer then opens it, grumbling the whole time about how annoying it is to have to actually open the product and follow the instructions.)

Customer: “Well, I guess it is all here. Ugh. I can’t believe they shipped it all together, and I guess I was wrong, then. But this is ridiculous!”

(I have learned you can hardly ever make anyone happy when it comes to online shopping.)

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