We Have A Lot Of Questions

I work for an online shop that sells to most European countries. You can buy clothes, shoes, and accessories from us. A customer has contacted us by email because when they received their order with two bags in it, they found a small handbag in one of them. This handbag turned out to contain a few toiletries — and a huge amount of pills!

The customer is, of course, outraged (for an obviously good reason).

Customer: “What it is that you’re planning on doing here?!”

The normal procedure is to contact a manager and get a case like this dealt with properly because it’s a serious issue and a potentially huge health hazard. Imagine if a kid thought it was candy!

But unfortunately, one of my coworkers either doesn’t think it is serious, read the email wrong, or is on total autopilot, since their answer is rather… not good.

Coworker: “I’m sorry this has happened to you. You are welcome to return the article to us.”

And that was more or less it. Try to guess if the customer was happy about that reply. 

Yes, I did forward the case to a manager who would take care of the background part. I was given the task of answering the customer with “a tiny bit” more concerned email and getting all the needed information from them.