The Problem Is A Few Sizes Bigger Than It Should Be
(I work at a clothing store where ALL our merchandise is special order – meaning we sell nothing off the rack. We cater almost exclusively to women’s formal wear for weddings.)
Me: *answers phone* “Thank you for calling [Store]. This is [My Name]. How may I help you?”
Caller: “Um, hi. So, I ordered a bridesmaid’s dress from you guys, and I need a new dress.”
Me: “A new dress? Is something wrong with this one?”
Caller: “It doesn’t fit.”
Me: “Okay, well, when’s the wedding?”
Caller: “September 27th.”
(This all happens during the first week of September.)
Me: “Ah. Well…”
Caller: “Do you think I’ll be okay with the timing and everything?”
Me: “Let me do a mock order and check. *types info into the order system* “Ok, well… It looks like if you ordered the dress today, it wouldn’t even be shipped until the 26th.”
Caller: “What about with rush?”
Me: “That IS with the rush. And even if you paid for the overnight shipping, it wouldn’t get into the store until the 28th or 29th.”
Caller: “But that’s after the wedding!”
Me: “I understand that. There isn’t sufficient time to get your alterations done with us, but maybe if you take it to a tailor they can let it out a size or so.”
Caller: “I need it let out more than a size. I’m telling you, I need a whole new dress.”
Me: *suspecting something isn’t quite right here* “Let me check your file, see if there’s something there that can help. If not, I’ll get one of my managers to help you.” *I scan through caller’s account with us until I find what I already suspected would be there* “Okay, [Caller]?”
Caller: “Yes?”
Me: “When you ordered the dress back in March, do you remember what size you were measured for?”
Caller: “Not specifically.”
Me: “According to our records, you were measured at a 20W.”
Caller: “That sounds right.”
Me: “It also says you declined to order that size. Do you remember what size you ordered?”
Caller: “The dress I picked up was a 12.”
Me: “That’s because you ordered a 12.”
Caller: “And it’s way too small! I need a new dress!”
Me: “Okay, [Caller]. Given the circumstances, I’m afraid there isn’t much we can do. There just isn’t enough time, and frankly, you chose to order a size significantly smaller than what you were measured for.”
Caller: *unintelligible crying and screaming*
Me: “I understand you’re upset and frustrated. However, there really isn’t much we can do for you. I’ll still leave your name for our store manager and have her give you a call, okay?”
Caller: *sniffles and mumbles a goodbye before hanging up*
Me: *to coworker who heard my half of the conversation* “You just can’t make this stuff up.”
Question of the Week
Have you ever served a bad customer who got what they deserved?