These Online Shoes Are Going To Walk All Over You

, , | Right | October 14, 2019

(While my coworker’s working registers, a woman comes up with this story.)

Customer: “Hello. I bought these shoes online and they just arrived today. I would like a discount.”

Coworker: “Was something wrong with them?”

Customer: “Oh, no, they’re perfect. It’s just, I need them for my trip to Vegas, and they took too long to arrive.”

Coworker: “I’m sorry about that. When do you leave?”

Customer: “The day after tomorrow.”

Coworker: “Um, then you should be able to take them with you. When did you order them?”

Customer: “The first. They took way too long to arrive. I was really worried they wouldn’t make it in time, and I think I deserve a discount for my emotional distress.”

Coworker: “Well, ma’am, we do make sure to tell everyone the shipping takes up to seven business days. Today is the seventh.”

Customer: “They did tell me that, but I didn’t know that doesn’t include weekends. Listen, I forgot to use my coupon on this, anyway, so if you could just put $20 credit on my account or something, that would work.”

(At this point, I step in as a manager.)

Me: “I’m very sorry; we don’t have the ability to do that. And unfortunately, we can’t give discounts as long as the shoes arrived on time.”

Customer: “But I had to have these shoes for my vacation. I just want a discount for the stress you guys gave me that I might not have them.”

Me: “I’m very sorry, but—”

Customer: “Can I have the number for corporate?”

(Unfortunately, these are the magic words. If someone wants to file a complaint, we have to do everything we can to make sure they don’t.)

Me: “You know what, we’ll do a one-time appeasement and give you $10 off.”

(The customer is happy as we process the refund.)

Me: “Have a wonderful trip.”

(I hate that being part of a large corporation means the customer is always right. Had she complained, she probably would’ve gotten the shoes for free while my coworker and I got written up.)

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