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EW is "dissatisfied"

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  • EW is "dissatisfied"

    If a customer calls with a problem on of his/her items in the order, the issue is "our fault"--missing/wrong item, damaged, wrong personalization, etc.-- and the cost of the merchandise is under $20, the standard resolution is to give the customer the option of reshipping, crediting back the cc used with no return needed, or a merchandise certificate that would be over the dollar amount of item(s) up to the twenty dollar limit (certs are issued in $5 increments a $4.50 item would get a $10 cert but a $19.99 item could only get a $20 cert) .

    Me: Pink Flamingo Party Supplies and Novelties, this is Deevil. How may I help you?

    EW: I just got my order and I think there is something missing.

    Me: I can check and see what's going on. Do you have the order number handy?

    EW: ____

    Me: What's the name on the account?

    EW: "EW"

    Me: What item is missing? (only two items on order X, which is Valentines Day related, & Y)

    EW: X

    Me: And was there any issues with Y, or is the missing X the only problem?

    EW: Y is perfect, I'm just missing X and I need it.

    Me: (going in to set up a reship) Oh no. It looks like X is out of stock and we won't get it back for at least 6-8 weeks.

    EW: (paraphrased) it should have been in there but it was not and I need it for a project...

    Me: Well, I can't get that out to you but I do see Z, which is similar (and was about a dollar more, but I was willing to substitute), would that work?

    EW: I saw that but it is not what I need. X was the size/design I need.

    Me: I'm sorry I cannot get that out to you But I can either credit back the $6 to the credit card you used or I can get you out a $10 merchandise certificate that can be used on a future order.

    EW: I guess if that's all you can do But I think I deserve something more $6 because I had to pay shipping and ramble ramble.

    (both items together were at the lowest tier for the shipping so even if she had never ordered the missing item her shipping would have been the same price)

    Me: If you go with the merchandise certificate that would be four dollars more than what you paid, a 66% profit. Did you want to do that?

    EW: reiterates that she ordered the item and paid for it but it was not included in her order and now she has to go get something else and yackity smackity and she dissatisfied and is a teacher and she know a lot of teachers buy from us and she is going to tell people how we are and blah blah blah

    Me: Okay So, did you want to do the refund to credit card or the merchandise certificate?

    EW: I want the items that should have been in my order

    Me: And if we had any in stock we would gladly get it out to you, but unfortun...

    EW: You bet you would get them out I paid for it and it should have been in my order but it wasn't.

    Me: And I do apologize it was not. But, since I cannot get any out to you, do you want me to send out the certificate or credit your visa?

    EW: Just credit my visa and I want you to know that I am dissatisfied.

    Me: Alright, I'll get that credited and make a note of your dissatisfaction

    EW: <click>

  • #2
    Oh good grief. Just take the extra 4 bucks and shut up.

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    • #3
      Gosh Deevil, are you thick? She WANTS the item you DON'T HAVE. Couldn't be simpler.

      Seriously, what do these people hope to accomplish with this Lather-Rinse-Repeat bs? If a place doesn't have something, take one of the options offered! (Well, actually we know what she was trying to accomplish - cashing in on an inconvenience.)

      Comment


      • #4
        Quoth Deevil View Post
        Me: Okay So, did you want to do the refund to credit card or the merchandise certificate?

        EW: I want the items that should have been in my order

        Me: And if we had any in stock we would gladly get it out to you, but unfortun...

        EW: You bet you would get them out I paid for it and it should have been in my order but it wasn't.
        Can just imagine how well it would go if I tried that at a car dealer.

        Me: I'd like to buy a new Entourage with 5-speed manual transmission

        Salesman: That model was discontinued a few years back, and was only sold with an automatic. I can check our used stock for one with an auto..

        Me: Are you listening? I want a *NEW* Entourage with 5-speed manual. You're in the business of selling cars - that's the car I want.
        Any fool can piss on the floor. It takes a talented SC to shit on the ceiling.

        Comment


        • #5
          And this person's a teacher? What if her students came up & said "this is the homework I wanted to do"?
          This was one of those times where my mouth says "have a nice day" but my brain says "go step on a Lego". - RegisterAce
          I can't make something magically appear to fulfill all your hopes and dreams. Believe me, if I could I'd be the first person I'd help. - Trixie

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          • #6
            I'm wondering if selective listening/hearing.. unintentional on their end and intentional on yours, would be justified or work well in this case.

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            • #7
              I used to love repeating myself over and over again saying the exact same thing to these people.

              I ordered it and I didn't get it!
              We don't have it. So would you like a refund or a gift certificate?
              I want the item I ordered!
              We don't have it. So would you like a refund or a gift certificate?
              I want what I ordered!

              Hey if they're going to say the same thing over and over, so am I.

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