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I work the phones in a multi-client call center. One of our client sells really nice women's underwear (it really happens to be a fantastic product, easily the best of its genre, but I won't go into detail for discretion).
I get a call at 10pm last night from a upset bride to be. She ordered one of our strapless slips and received a slip with straps on a hanger. She explains in over-detail how she has a wedding dress fitting Saturday and we need to fix this. I agree with her. So I offer her the best solution I have available to me within the limits of policy and reality.
I deeply apologize to her and start off on a good note by explaining because this is our mistake we will be glad to email a free return label within 24-72 business hours and once we receive the item back we will be glad to issue a refund. I then clearly explain in order to get the new slip out to her we could if she wished place a brand new order right then with free overnight shipping, I even admitted to her our overnight shipping is 1-2 business days but it is much more likely than not to arrive on Friday. She was cool she was happy so I start to make the new order with her confirming things as I go.
I get to the order confirmation screen and I explain again we will charge her for the new slip now and refund her for the wrong one once we get it back. This is when she goes batshit crazy on me.
She starts acting like I didn't explain from the beginning that she will temporarily be charged twice (none of our clients do no charge replacement orders, I think its pretty standard for almost all companies). She goes into the whole "You have my CC info on file, so why not just ship this out at no cost and then recharge me if you don't get the wrong one back" (scammers ruined that for you a LONG time ago lady, all you'd have to do is cancel the cc and we don't have anything to charge to). I explained that we have no way to send out no charge orders. She doesn't give up she starts complaining about what it would cost her in interest (with many cc's nothing as long as we issue the refund within this same billing cycle), how she shouldn't have to pay for our mistake (kind of agree but I just have no way to do a no charge order on the spot). I still feel bad for her so I put her on hold, talk to a supervisor. I find out yes if she really wants a no charge replacement there might maybe be a way to do it. It would be contact corporate wait for them to make a decision and contact her back. This would be 24-72 business hours so being late Wednesday night, not a real solution.
While I have her on hold, I take a closer look at her order. I notice it was placed late July 4th almost the 5th. She had chosen the standard shipping (because it's free) which clearly promises 5-7 BUSINESS days. Her 5th business day would have been this Friday the day before the so-important fitting and her 6th and 7th would have fallen too late. Its a fluke she got it so soon.
I take her off hold I explain to her we could have corporate do a no charge but there is no way it would arrive in time. Her best bet is to place the order with me.
She flat out refuses and keeps saying something like I've forced her hand to a competitor (our product is WAY better than anything else out there for reals). She then goes to full Bridezilla mode telling me that the email label I promised to her numerous times in 24-72 business hours better be in her inbox that night. I explained that the return label must be paid for and issued by our customer support department and it takes them 24-72 business hours to take care of it and there is no changing that. She then tells me I will give her a reference number for this phone call and the label request. My computer gives me no such number so I tell her everything is documented under her order #. She then tells me I will be sending a confirmation email as soon as she hangs up letting her know when the label will be arriving. I let her know I have no way to send email because I deal with credit card numbers (I know lots of you do, but I don't).
Then she says how she knows the game and if she knew someone in our office or corporate we'd be able to do the no charge order she is demanding (maybe, maybe not, businesses don't work on the buddy system as much as some think). How I hadn't helped her and wasted her time and money.
If she just took the best solution the first time around this likely would have turned out perfect. She ruined it for herself and as an aside with the stupid shipping method she choose under her own free will its a wonder she even got it in time. So nope not our fault. Enjoy your wedding bridezilla. As to fixing a simple problem like an adult you fail.
I was SUPER NICE to her too and went out of my way, after the call, I walked over to customer support where the only person working at that hour can't issue label but can send email. So she makes an apology email (that also explains I did everything I could) and offers free overnight on a future order. So yeah we did nothing. If this lady was less dramatic this could all be solved and happy.
I get a call at 10pm last night from a upset bride to be. She ordered one of our strapless slips and received a slip with straps on a hanger. She explains in over-detail how she has a wedding dress fitting Saturday and we need to fix this. I agree with her. So I offer her the best solution I have available to me within the limits of policy and reality.
I deeply apologize to her and start off on a good note by explaining because this is our mistake we will be glad to email a free return label within 24-72 business hours and once we receive the item back we will be glad to issue a refund. I then clearly explain in order to get the new slip out to her we could if she wished place a brand new order right then with free overnight shipping, I even admitted to her our overnight shipping is 1-2 business days but it is much more likely than not to arrive on Friday. She was cool she was happy so I start to make the new order with her confirming things as I go.
I get to the order confirmation screen and I explain again we will charge her for the new slip now and refund her for the wrong one once we get it back. This is when she goes batshit crazy on me.
She starts acting like I didn't explain from the beginning that she will temporarily be charged twice (none of our clients do no charge replacement orders, I think its pretty standard for almost all companies). She goes into the whole "You have my CC info on file, so why not just ship this out at no cost and then recharge me if you don't get the wrong one back" (scammers ruined that for you a LONG time ago lady, all you'd have to do is cancel the cc and we don't have anything to charge to). I explained that we have no way to send out no charge orders. She doesn't give up she starts complaining about what it would cost her in interest (with many cc's nothing as long as we issue the refund within this same billing cycle), how she shouldn't have to pay for our mistake (kind of agree but I just have no way to do a no charge order on the spot). I still feel bad for her so I put her on hold, talk to a supervisor. I find out yes if she really wants a no charge replacement there might maybe be a way to do it. It would be contact corporate wait for them to make a decision and contact her back. This would be 24-72 business hours so being late Wednesday night, not a real solution.
While I have her on hold, I take a closer look at her order. I notice it was placed late July 4th almost the 5th. She had chosen the standard shipping (because it's free) which clearly promises 5-7 BUSINESS days. Her 5th business day would have been this Friday the day before the so-important fitting and her 6th and 7th would have fallen too late. Its a fluke she got it so soon.
I take her off hold I explain to her we could have corporate do a no charge but there is no way it would arrive in time. Her best bet is to place the order with me.
She flat out refuses and keeps saying something like I've forced her hand to a competitor (our product is WAY better than anything else out there for reals). She then goes to full Bridezilla mode telling me that the email label I promised to her numerous times in 24-72 business hours better be in her inbox that night. I explained that the return label must be paid for and issued by our customer support department and it takes them 24-72 business hours to take care of it and there is no changing that. She then tells me I will give her a reference number for this phone call and the label request. My computer gives me no such number so I tell her everything is documented under her order #. She then tells me I will be sending a confirmation email as soon as she hangs up letting her know when the label will be arriving. I let her know I have no way to send email because I deal with credit card numbers (I know lots of you do, but I don't).
Then she says how she knows the game and if she knew someone in our office or corporate we'd be able to do the no charge order she is demanding (maybe, maybe not, businesses don't work on the buddy system as much as some think). How I hadn't helped her and wasted her time and money.
If she just took the best solution the first time around this likely would have turned out perfect. She ruined it for herself and as an aside with the stupid shipping method she choose under her own free will its a wonder she even got it in time. So nope not our fault. Enjoy your wedding bridezilla. As to fixing a simple problem like an adult you fail.
I was SUPER NICE to her too and went out of my way, after the call, I walked over to customer support where the only person working at that hour can't issue label but can send email. So she makes an apology email (that also explains I did everything I could) and offers free overnight on a future order. So yeah we did nothing. If this lady was less dramatic this could all be solved and happy.
That's awesome!! I usually feel like a stuffed sausage in 'shapewear' like that.
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