Unable To Be Per-suede-d When They’re Being Outrageous

, , , | Right | December 2, 2018

(I am an assistant manager for a comfort footwear company.)

Customer: *over the phone* “Yes, I would like to exchange my [Brand]s for a different pair. I can’t remember what they’re called, and I don’t quite remember when I bought them. I know you have records of this, though; look it up for me!”

(I go to look up her records, but our system has been down all day. Our physical records only go back two months, and I cannot find her name or order.)

Me: “Unfortunately, I cannot find your records in my store, as they only go back so far, and I would be happy to look them up in my system, but it’s been acting up all day and I cannot access it. Can you please tell me anything you remember about your boots so I can see if they are still available to order or if I have them in my store?”

Customer: “Why is your system down?”

Me: “I don’t know. We have been having terrible weather; perhaps—”

Customer: “You guys need to fix it! My boots were brown.”

Me: “Okay… Anything else? Many of our boots are brown.”

(We hardly have any boots in this brand left, anyhow, and I am almost positive we don’t have her style left. She keeps giving me one-word answers, all the time pointedly sighing about how affected she is.)

Customer: “I don’t know why this has to be difficult… I’ve got the shoe box right next to me with the name of the shoe.”

Me: *face palms* “That’s very helpful! What is the name of the shoe?”

(Her shoe has been sold out in our store for at least a month and is no longer available to order in her size in any color. I tell her this, being apologetic and recognizing her frustration.)

Customer: “When are you going to get more? I need new ones! What am I going to do?”

Me: “Since they are all sold out, you may be able to find a replacement on the brand’s general website, or check our other stores in the hopes that one has come back. Do you mind if I ask why you’d like the exchange? Is the shoe damaged?”

Customer: “The suede is two different colors on the boots! I can see it! The right one is lighter than the left one! Everyone says they can’t see it but they’re just so different!”

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