Refunder Blunder, Part 44
(I’m the supervisor in a retail copy center. I am notified that someone has filed a complaint.)
Me: “Hello, ma’am. I’m sorry to hear you were dissatisfied with our services. Can I ask what happened?”
Customer: “Well, I asked for your clerk to cut my wedding invitations, and she cut them all wrong! We had to fix everything ourselves!”
Me: “My apologies! When was this order placed?”
Customer: “Oh, a couple of weeks ago.”
Me: “We would have been happy to fix the cuts for you free of charge, ma’am. Did you inspect the invitations before you paid for them?”
Customer: “No.”
Me: “Did you contact the store once you got home and realized you didn’t like the way they were cut?”
Customer: “No.”
Me: “Unfortunately, I don’t have any record of this order. Do you know which associate it was that completed your order for you?”
Customer: “No.”
Me: “Do you still have the invitations?”
Customer: “No, we sent them out already! After we had to spend hours fixing them! I want to know how you’re going to make this right!”
Me: “Well, I can offer a refund. Do you have your receipt so I can refund your purchase total?”
Customer: “No.”
Me: “Well, ma’am, I’m afraid there’s not much I can do without any of those things.”
Customer: “This is ridiculous! I want to talk to your manager!”
(I was only too happy to oblige!)
Related:
Refunder Blunder, Part 43
Refunder Blunder, Part 42
Refunder Blunder, Part 41
Question of the Week
Have you ever served a bad customer who got what they deserved?
