I like to shop at a certain fashion retailer that started offering non-perishable food products from local producers. I order a cheese-making kit online. The outer box has a white crystalline powder on it when I open it. I open the inner box to find a tear in a baggie of salt. I can easily replace this, but a loose, unknown white powder isn’t great! I phone the store’s toll-free number for feedback.

Customer Service Representative: “Hello, thank you for calling [Company].”

Me: “Hi, I ordered a product online. It’s a bit damaged. I don’t want a return; I just want to give some feedback.”

Customer Service Representative: “We don’t want you to keep a damaged product. You can return or exchange it for free, however.”

Me: “It was a cheese-making kit. I opened the outer box and found a spill that looked like a silica gel packet. When I opened the inner box, I found it was salt. I don’t want to return it just for that, but I did want to pass on that it should be packaged better.”

Customer Service Representative: “Thank you. Did you have the order number?”

Me: “Yes, it was [number].”

Customer Service Representative: “Thank you. We’d like to offer you a $10 gift card for this problem. May I put you on hold while I set that up?”

Me: “Sure!”

Customer Service Representative: *Thirty seconds later* “Thank you for waiting. You’ll receive an email with your gift card right away. Is there anything else I can help you with?”

Me: “No, thank you!”

This is what good customer service looks like. Now to go shopping again.

I work in a timeshare sales center as an admin in a popular tourist area. We see hundreds of people per week. We require ID to check you in for your presentation, and we see people who already own with us.

A gentleman, an owner, walks in and we ask for his ID.

Owner: “Why do you need my ID? My name is [Owner]. You should know who I am.”

I have never seen this man before, and if I did I don’t remember.

Me: “It’s just policy. We need it to verify your identity; it’s to protect your personal information.”

He rolls his eyes but shows his ID.

When you go on these presentations, we ask questions that should’ve already been asked when you signed up before you see someone, and you’re supposed to be notified that when you come in that you will be asked again to verify. This guy was not told.

For owners, it’s simply marital status. They’re trying to upgrade you, and to protect the company legally, we don’t allow people to go on presentations without their spouse/cohabitating partner. A husband making a big decision financially without his wife can lead to consequences for us if the wife decides to attack the company because she didn’t agree to that decision.

Me: “Marital status?”

Owner: *Angrily* “Why are you asking me that? My file says single. It’s your job to know who I am. And it’s my job to let you know if that changes.”

Me: “I’m sorry, but I am required to ask these questions regardless, sir. It’s company policy.”

Owner: “Well, you should change it!”

He huffed off to the complimentary coffee. 

I checked deeper into his file, and he’s done these presentations many, many times. Maybe he’s upset that he’s single?

I work from home for a vape company. I mostly deal with customers via email and instant chat. One day, I get this email.

Customer: “Hello, I would like to return my product for a refund, please. What’s the process?”

Me: “Hello! I need to ask a few questions first. Have you used the product? Is it still sealed? When did you purchase the product, and which one? Please let me know and we will get started.”

Customer: “It’s still factory sealed, never been used. It’s [Computer Brand].”

Me: “Sir, I’m afraid there’s been some kind of misunderstanding. We don’t sell computers. This is [Company].”

Customer: “I thought you said you’d accept the refund! You’re going back on your word?”

Me: “Sir, where did you purchase your computer from? I would recommend that you contact the company where you originally purchased the computer and they will help you. I cannot do anything as you didn’t buy the computer from us. We do not sell computers.”

Customer: “It’s unopened! I just want my money back!”

Me: “Sir. This is [Company]. We’re a vape company. We’ve never sold computers. You need to contact the company that you bought the computer from. I cannot help you.”

Customer: “Well then, I have [our most expensive product] and I want a refund! Will you help me now?!“

Me: “Do you have a receipt or proof of purchase you can send? I’ll need a picture of the product in its packaging, as well, please.”

Customer: “I don’t have a receipt; just take it back. I want my money back! I want to talk to your boss!”

Even in a work-from-home job, you still get THOSE customers.

I connect to the customer service online chat for my Internet provider. I’m having a small problem with my account that’s really just a nuisance, but I hope it can be fixed.

I chat with [Representative #1] for a few minutes. She doesn’t have an answer for me but says she’ll connect me with another department, and after a few minutes of waiting, [Representative #2] comes on the line.

Representative #2: “Hello, my name is [Representative #2].”

Me: “Hi, I’m [My Name].”

Representative #2: “Please give me a moment to review the chat log.”

Me: “Did [Representative #1] fill you in on… Oh, okay. I’ll wait.”

At the end of the chat, [Representative #2] said I was “the first nice customer” she’d worked with her entire shift, and she wanted to reward me for it with a $10 credit toward my next bill. It wasn’t much, but I was grateful anyway, much more for the gesture of kindness in return for kindness than for the monetary value of it. I thanked her enthusiastically and made sure to give her the best score possible on the post-chat survey.

I don’t like to think how mean her other customers must have been for my simple statement of “I’ll wait” to be such a relief.

I work at the customer service desk at a large retailer with a sub shop, nail salon, and bank in the building. The phone rings.

Me: “[Store] Customer Service.”

Caller: “I want a refund.”

Me: “Okay, what did you buy and when?”

Caller: “I ordered [Sub] and it was disgusting.”

Me: “Umm, you ordered it?”

Caller: “Yes!”

Me: “From [Store]?”

Caller: “Yes!”

Me: “I’m sorry, I don’t understand. We sell premade subs but—”

Caller: “No, you don’t.”

Me: “Ah, did you order from [Sub Shop]?”

Caller: “Yes. Jesus, no wonder you only make minimum wage!”

Me: “Well, ma’am, if you want a refund from [Sub Shop], you have to call them, not [Store].”

Customer: “Oh. I thought you could just transfer me.”

Me: “No, you have to call them directly.”

Silence for a few seconds, then…

Customer: “Well, you’re still stupid.” *Hangs up*

Related:
Sub-Standard Sub-Service, Part 6
Sub-Standard Sub-Service, Part 5
Sub-Standard Sub-Service, Part 4
Sub-Standard Sub-Service, Part 3
Sub-Standard Sub-Service, Part 2