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Refunder Blunder, Part 53

, , , , , | Right | April 12, 2021

I own a small studio boutique where I sell clothes. Everything is designed by me and handmade by me or my assistant. Our materials are all carefully sourced and with various quality certificates. I’ve operated my studio as a physical shop for years and started selling online about a year before this incident. We live in a country where English is not the official language.

One day, a woman in her mid-thirties walks in and she’s on the offensive right from the start.

Me: “Hello, how can I help you today?”

Customer: “I bought a dress online and the quality is absolutely horrible. How can anybody call these rags clothes?! I want a refund right now!

I’m in shock as I pride myself on the quality of my label. I try to remain calm on the outside while slowly panicking inside.

Me: “Oh, I am very sorry to hear that. We try to offer the best quality we can. May I see the dress? What is it that bothers you exactly? Maybe we can fix it. Did a seam break or something?”

The woman now is digging through her tote bag and continues her rant.

Customer: “The fabric is absolute garbage! I wouldn’t even mop the floors with it. And the seams look like they would break apart in the first wash! I don’t want you to fix anything! I want my money back! I ordered the dress for a special occasion and I’d rather stay home than go there in this piece of s***! Here! Look at this! Would you go anywhere in this and not feel ashamed of your looks?”

With every sentence, my heart drops more, and I’m horrified to hear her trash our work like that. Usually, we get really good feedback for our products. Once she finds what she’s looking for in her bag, she pulls out a piece of clothing in a print I don’t recognize and tosses it practically into my face. I inspect it closer, thinking maybe it’s an older model which she bought from some sort of online aftermarket, and I find the brand label which is not ours.

Me: “I’m sorry, but I can’t refund—”

Customer: “What do you mean, you can’t refund me?! I paid good money for it, I’m unhappy with the product I received, and I want my money back! If you don’t refund me, I’ll report you to the Customers Protection Agency!”

Me: “This isn’t our product. See this label? This is not our logo; our label looks completely different. I can’t refund you for something that we don’t sell.”

Customer: “I don’t care whose logo that is! I bought it online! I have a right to get a refund for online orders!”

Me: “You bought it from our online store?”

Customer: “No, I got it off [Knock-Off Website]. Your store is too expensive. I can get things four times cheaper from there than from your place.”

Me: “So, let me get this straight. You ordered it from somewhere else where they sell cheap clothes and you want us to buy it off from you because the quality is subpar?”

Customer: “Yes! Why is that so hard to understand?! You all sell stuff online; you are closer to me for returning things!”

Me: “It doesn’t work like that. You can file a complaint to the original seller.”

Customer: “I can’t! I don’t speak enough English to explain the problem. Besides, you probably order your products from the same place!”

Me: “No, all our products are handmade in the next room by me or my assistant. I suggest you get a friend or family member to help you with the refund. I cannot refund this for you.”

The woman shoots daggers at me for a few seconds before she starts to storm out.

Customer: “Fine! I’m never shopping here again!”

Refunder Blunder, Part 52
Refunder Blunder, Part 51
Refunder Blunder, Part 50
Refunder Blunder, Part 49
Refunder Blunder, Part 48

Question of the Week

Has a customer ever tried to cross you and lived to regret it? What happened?

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