It is the day after Christmas. All day, we’ve been having nothing but no-receipt returns — gifts from Christmas. It has been pretty stressful because people don’t like that, without a receipt, we have to give them back the lowest price within thirty days.
I get a customer at the fine jewelry counter and she seems very nice AND has the receipt! I am overwhelmed with happiness because I figure this will be an easy return.
However, her husband removed the tag on the item. Usually, we cannot return fine jewelry items if the tag has been removed. Since she has the receipt and seems nice, I decide to help anyway. Her husband purchased a watch and presumably the battery is dead because it isn’t working. She asks if we can fix it for her. The exchange goes like this.
Customer: “I would like to know if I can get my watch fixed.”
Me: “Well, unfortunately, we do not have the ability to fix the item in store. We don’t even have batteries here. We would have to ship the item to our repair shop to be fixed. Would you like to check to see if we have another one and do an exchange, instead?”
Customer: “Sure, we can do that.”
I check and we do not have the same item because it was on clearance. I explain that I could order her another one, but we would have to return the other one because we can’t return and order in the same transaction. She declines, stating that it was on her husband’s card and it was a gift that she’d rather not return.
I go to start digging around on the computer to check another location for the watch. She is getting frustrated now.
Customer: “I just don’t understand how you can sell me a faulty watch and not try to fix the situation! This is crazy.”
I am taken aback by this, because for about ten minutes I have been trying to help her and fix the situation.
Me: “Ma’am, I am trying to fix it. I’ve given you some options and am still trying to work it out for you.”
Customer: “You haven’t given me any options!”
I am frustrated now, too.
Me: “Ma’am, what would you like me to do? You don’t want to return the item and we can’t fix it. Would you like to see if there is another watch we could exchange it for? Technically, I’m not even supposed to take the item at all since the tag has been removed.”
Customer: “I guess.”
I let her look for a moment while I check out another customer. The other customer gives me the “I’m sorry you’re having to deal with this” eyes. I shrug a little. I go back to help the first customer.
Me: “See any you like?”
Customer: “I’ve never been so embarrassed in my life! You’re a customer service rep and you were screaming at me across the counter in front of other customers!”
Me: “I did not scream at you, ma’am.”
Customer: “Yes, you did! I can tell you one thing; I’m never shopping here again.”
Me: *Sarcastic now* “Well, I’m very sorry to hear that, ma’am.”
She picks a watch that isn’t on clearance, so there is around a $60 difference in price. Not wanting to deal with telling her she’ll have to pay the difference, I call a manager over after telling the customer that I need help with the transaction.
I help a few other customers while waiting and get caught up with one of them. I see the lady walking out the door. I ask my manager what happened. She basically told the customer everything that I told her and the customer left. I inform my manager that I did not yell at her and she said she wasn’t coming back.
Manager: “Oh, please! I’ll see her in here next week.”
If a customer service rep is breaking policy to help you, at least show some gratitude!
