This Return Has More Than Meets The Eye-Glass

, | Right | February 27, 2014

(I’m working at my eyewear store when a customer walks into the store with several computer printouts.)

Me: “Hi! How can I help you?”

Customer: “I wasn’t able to find any glasses here, so I looked online and found these. They’re perfect and I want you to order them for me.”

(I look in the stores computer system and they are discontinued, meaning that no more are being made. Some stores in our area may still have one, though, so I call the five or six stores in the area looking for them. No store has them. This chain has hundreds of locations in multiple countries, but we’re only supposed to call the ones with the numbers provided.)

Me: “I’m sorry, ma’am, but I can’t get these for you. They’re discontinued and no store still carries them.”

Customer: “That’s ridiculous! You mean to say you called all stores here and in the United States and no place has them? I want THESE! That’s bad service!”

(I’m sales-floor staff. Neither I, nor anyone else, has the time to call over 800 stores for just one sale. To make it worse, this company has very high sales requirements, and every minute I’m calling around I lose out on sales.)

Me: “Well, ma’am, why don’t we go and see if we can find something on the racks that you like? We got some lovely new frames from [High End Brand] in just this week.”

(After a LONG time of her trying on frames, I manage to convince her to buy a nice pair that looks good on her. She pays and leaves. A week later she calls us.)

Me: “Thanks you for calling [Company]! How can I help you?”

Customer: “Yeah, hi. I just weighed these glasses I bought and they weigh 12 grams more than my other pair! I want to return them!”

Me: “Okay, you can come on in anytime to return them.”

Customer: “Can’t you just give me my money back over the phone?”

Me: “No. We need your original credit card and the glasses back.”

(After she hung up, I looked into her file and discovered she’d returned one purchase of eyewear at least four times. Each time she picked a new frame, none of which seemed to be good enough for her!)

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