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I have spoken to this girl twice. Once about a month ago and then just last night. She sounds like a super young teenage girl and has the EW voice and EW "I'm better than you" attitude.
I knew this was going to be interesting when she answered "How may I help you?" with "YOU WILL REFUND MY SHIPPING!". Wow that gives me zero information I just know her really common name and she wants her shipping refunded. NO I don't magically have all her information in front of me.
I jump though hoops to try and pull up an order this concerns. She doesn't have an order number for either of the two exchange orders or the original orders. She doesn't know what email address she used cause she says she has so many (like I'm supposed to be impressed or something).
I eventually find her order history with last name and zip-code and immediately put her on hold to "look into this further"
OK, the two exchange orders, just as they should be free shipping. ALL our exchanges ALWAYS have free shipping. I quickly notate them with "customer demands we refund shipping, please see order totals shipping was free".
I should have came back on the line and went over that with her because she eventually hung up on me after being on hold for less than two minutes.
ON TO THE FUN!, I take a look at the two original orders. I remember her (I see my paragraphs of notes on one order from a month ago). Both orders had been placed on our website (phone, web, and in-store orders all are stamped with the order type when placed). Four hours apart from each other with two different names, two different gift cards and a credit card (so a giftcard and a credit card for each order for one item each). We can only have one gift card per order.
When I spoke to her last time I thought she was CRAZY and made no sense. She had wanted shipping refunded on one of the two web orders because. She claims that she placed the order over the phone for two items and we "messed up" and split the order in two without her permission. That is IMPOSSIBLE, but I put in a request to corporate "please refund shipping if possible, customer says we "messed up" and split her order in two without her permission, did not promise refund". Corporate replied to the request about 3 weeks ago. "request denied, customer placed these two orders on website with two different names and gift cards hours apart".
IT GETS BETTER, she also had ordered the items in the wrong size so she had mailed them back for the next size down. Normally with exchanges we DO NOT pay for the item to come back to us, but we do reship the new items for free. If the customer wants to avoid return shipping cost they can return or exchange at our stores. We will reimburse the customer for return shipping ONLY if the item was defective.
On the first call where I talked with this customer to generate the paragraphs of notes and the request. She also let me know she expected to be refunded for her return shipping once we received and processed the exchange. I let her know policy states that we will reimburse return shipping on defective items and the customer needs to include a receipt for the amount of shipping so we know how much to refund. I ask her what she put as the exchange reason, she said wrong size. I let her know usually the reason has to be defective for us to refund shipping. She changes her story then. One was defective and both were the wrong size. She can't remember which one was which though and if she marked defective or included a receipt.
SO, while looking over what has happened since the last time I talked to her. I see notes from the warehouse answering my notes. Saying "customer exchanged due to wrong sizes ordered, we DID have to process one item as defective, but this was because customer had damaged item, item appeared to have been worn and left dirty, no refund for shipping due"
I so wish I could have come off of hold (I honestly had her on hold less then two minutes to see all of this, before she hung up on me). To tell her "NO! we will not be refunding you for shipping on the exchange orders because none was charged, as you've already been told by other operators corporate denied your request for shipping refunded on the two orders you placed yourself on the website, and NO! we will not be refunding you for return shipping because the item was damaged by you not us, you were returning it because you ordered the wrong size, and you didn't include a receipt"
So no matter which situation she was saying we "needed" to refund her shipping for she was wrong. I so wish it was before 9pm her local time when she called because I so would have called her back (legally can't call after 9) and be all "I'm so sorry it looks like the phones had a bad connection, I'll be glad to let you know why no refunds are due to you"
I knew this was going to be interesting when she answered "How may I help you?" with "YOU WILL REFUND MY SHIPPING!". Wow that gives me zero information I just know her really common name and she wants her shipping refunded. NO I don't magically have all her information in front of me.
I jump though hoops to try and pull up an order this concerns. She doesn't have an order number for either of the two exchange orders or the original orders. She doesn't know what email address she used cause she says she has so many (like I'm supposed to be impressed or something).
I eventually find her order history with last name and zip-code and immediately put her on hold to "look into this further"
OK, the two exchange orders, just as they should be free shipping. ALL our exchanges ALWAYS have free shipping. I quickly notate them with "customer demands we refund shipping, please see order totals shipping was free".
I should have came back on the line and went over that with her because she eventually hung up on me after being on hold for less than two minutes.
ON TO THE FUN!, I take a look at the two original orders. I remember her (I see my paragraphs of notes on one order from a month ago). Both orders had been placed on our website (phone, web, and in-store orders all are stamped with the order type when placed). Four hours apart from each other with two different names, two different gift cards and a credit card (so a giftcard and a credit card for each order for one item each). We can only have one gift card per order.
When I spoke to her last time I thought she was CRAZY and made no sense. She had wanted shipping refunded on one of the two web orders because. She claims that she placed the order over the phone for two items and we "messed up" and split the order in two without her permission. That is IMPOSSIBLE, but I put in a request to corporate "please refund shipping if possible, customer says we "messed up" and split her order in two without her permission, did not promise refund". Corporate replied to the request about 3 weeks ago. "request denied, customer placed these two orders on website with two different names and gift cards hours apart".
IT GETS BETTER, she also had ordered the items in the wrong size so she had mailed them back for the next size down. Normally with exchanges we DO NOT pay for the item to come back to us, but we do reship the new items for free. If the customer wants to avoid return shipping cost they can return or exchange at our stores. We will reimburse the customer for return shipping ONLY if the item was defective.
On the first call where I talked with this customer to generate the paragraphs of notes and the request. She also let me know she expected to be refunded for her return shipping once we received and processed the exchange. I let her know policy states that we will reimburse return shipping on defective items and the customer needs to include a receipt for the amount of shipping so we know how much to refund. I ask her what she put as the exchange reason, she said wrong size. I let her know usually the reason has to be defective for us to refund shipping. She changes her story then. One was defective and both were the wrong size. She can't remember which one was which though and if she marked defective or included a receipt.
SO, while looking over what has happened since the last time I talked to her. I see notes from the warehouse answering my notes. Saying "customer exchanged due to wrong sizes ordered, we DID have to process one item as defective, but this was because customer had damaged item, item appeared to have been worn and left dirty, no refund for shipping due"
I so wish I could have come off of hold (I honestly had her on hold less then two minutes to see all of this, before she hung up on me). To tell her "NO! we will not be refunding you for shipping on the exchange orders because none was charged, as you've already been told by other operators corporate denied your request for shipping refunded on the two orders you placed yourself on the website, and NO! we will not be refunding you for return shipping because the item was damaged by you not us, you were returning it because you ordered the wrong size, and you didn't include a receipt"
So no matter which situation she was saying we "needed" to refund her shipping for she was wrong. I so wish it was before 9pm her local time when she called because I so would have called her back (legally can't call after 9) and be all "I'm so sorry it looks like the phones had a bad connection, I'll be glad to let you know why no refunds are due to you"
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