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I work in online customer service for a large high end department store that is known for its customer service.
We had a computer glitch over the weekend where some orders got messed up due to saying we had no stock, when we did. So we were dealing with a lot of calls as to why their items got cancelled when they were still showing available on our website. Most people were understanding when we explained what happened, and were pretty happy when told that we were sending out their items Next Day Air at no charge (a lot of the orders affected were standard shipping).
Not this girl. She ripped into me saying how horrible it was when she got the email saying that her item was out of stock, and was going on about how she was a great customer, always purchased things from us online and blah blah blah. I told her we had plenty of the item in stock, we can send one out, Next Day Air and she would get her locket by the end of the day on Wednesday, when the original locket probably wouldn't have shown up until Saturday or next week sometime. This wasn't good enough. I offered free Next Day Air shipping on her next few orders, she said she wasn't sure she'd even order from us again. Then I got a little frustrated and said, "Well, what else do you want me to do?" I think she wanted me to send her the locket and not charge her for it.
She started going off again about how horrible we were and how things like this don't happen. Hello, they do happen. Finally, she asked to speak to a supervisor. I don't think I've ever been so happy in my entire life. The supervisor told the exact same thing I did, and was even going to have an apology letter sent from the CEO. There really wasn't any more we could do. The girl still wasn't happy. Her locket cost $125. I had helped a woman about 15 minutes prior, who had half of her $6000 order cancelled, and she was nice and understanding about it.
Oh, and this girl's great order history with us? You know, she always ordered with us and spent so much money with us.. yeah it was her 2nd order ever online with us. The last order was over a year ago.
We had a computer glitch over the weekend where some orders got messed up due to saying we had no stock, when we did. So we were dealing with a lot of calls as to why their items got cancelled when they were still showing available on our website. Most people were understanding when we explained what happened, and were pretty happy when told that we were sending out their items Next Day Air at no charge (a lot of the orders affected were standard shipping).
Not this girl. She ripped into me saying how horrible it was when she got the email saying that her item was out of stock, and was going on about how she was a great customer, always purchased things from us online and blah blah blah. I told her we had plenty of the item in stock, we can send one out, Next Day Air and she would get her locket by the end of the day on Wednesday, when the original locket probably wouldn't have shown up until Saturday or next week sometime. This wasn't good enough. I offered free Next Day Air shipping on her next few orders, she said she wasn't sure she'd even order from us again. Then I got a little frustrated and said, "Well, what else do you want me to do?" I think she wanted me to send her the locket and not charge her for it.
She started going off again about how horrible we were and how things like this don't happen. Hello, they do happen. Finally, she asked to speak to a supervisor. I don't think I've ever been so happy in my entire life. The supervisor told the exact same thing I did, and was even going to have an apology letter sent from the CEO. There really wasn't any more we could do. The girl still wasn't happy. Her locket cost $125. I had helped a woman about 15 minutes prior, who had half of her $6000 order cancelled, and she was nice and understanding about it.
Oh, and this girl's great order history with us? You know, she always ordered with us and spent so much money with us.. yeah it was her 2nd order ever online with us. The last order was over a year ago.
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