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...to describe how PISSED I am right now.
I really don't know where to put this. This could go in Morons in Management or Sucky Customers just as easily as the first part involves the SC and the second part involves the district manager, M.
This situation ALMOST caused me to walk out on my job today. I love what I do but this just pissed me off where it took everything I had not to quit.
This has been going on since January 20th, and I have to tell you guys what's going on right now just for the sole purpose of venting.
Cast of Characters:
M: My direct manager and the District Leader
Me: The overworked, underpaid pious saint
V: The accountant in our main office back east
SC: Someone I honestly wish a slow, agonizing death upon.
SC's cronie: Some old biddy who has nothing else to look forward to except doing this woman's bidding.
Part 1: It starts
On January 20th, an older lady came in and purchased a sofa from me. The sofa is displayed on the floor in a brown curdoroy under alot of lighting. It is also available in a light ivory suede, of which is NOT on the floor, but we do have a large swatch of. Remember the colors and types of fabric - this comes into play later.
She purchases the couch in the brown curdoroy. I write on the order form that it is a brown curdoroy. She signs the order form that says it is a brown curdoroy. I think all is well with the world.
February 2nd comes around and she has her delivery. I get a phone call later that day from someone who I didn't recognize and didn't introduce herself. She asked about the two sofas we had on promotion, the ivory and the brown. I told her that we had the brown curdoroy on the floor and a swatch of the ivory. She asked if we carried an ivory curdoroy and I said we didn't. She insisted that we did. I told her that about two months ago we had a floor sample of the ivory, but it was the suede fabric. We have never carried an ivory curdoroy, the curdoroy had always been in one color, the brown. She hangs up on me.
About half an hour later I recieved a call from the SC, who confirmed she had called earlier. She said that we had shipped her a brown sofa when she had ordered the ivory. I asked her what the fabric was and she said it was a curdoroy. I pulled the order out - it was exactly what she ordered. I asked again what she thought the problem was and she stated she ordered the piece in an ivory curdoroy. I asked again the type of fabric, because I explained to her that there was a brown curdoroy and an ivory suede - there is no ivory curdoroy. I informed her of this.
After much confusion, I told her it might be a lighting situation that was making the piece appear dark. It turns out she lives in a mobile home, and the lighting inside a single-wide is nothing compared to the lighting in our showroom. It's an unfortunate thing, but you would think that customers have some sort of common sense that the color will look different under halogen mercury lights than it will under a single bulb. The difference in the color is painfully obvious no matter HOW much lighting you have on it.
Here's where she turns extremely sucky. SC starts going on about how we sent her the wrong couch and she starts going on and on about why the hell would she order a brown couch(I don't know why, I just know she did), that we were running a scam, etc. etc. She demanded that the issue be fixed that instant, and then hung up on me.
Thus began a wonderful day. She called back exactly 20 minutes later to tell me that she had her friend over, the cronie that was with her when she bought it and she was also insisting that we sent out the wrong couch. She hangs up again, telling me that she was filing a dispute with Discover to stop her payment because we sent the wrong sofa. She hangs up again.
I called M to let him know what was going on, as I have to inform the higher-ups about any type of chargeback threat or legal threat. He tells me not to worry, but also that the second someone threatens that type of action, we can no longer deal with them until we get the paperwork from their credit card company to dispute. Company policy that causes alot of people to back off, as once someone threatens, we do nothing else until they follow through with the threat or drop it.
Third time's the charm. Not even an hour has gone by and she calls me back for the third time that day. She is demanding to know what we are going to do. I told her that since she's filing a dispute with Discover, we can't do anything, and I am very firm with telling her that we once again, have never carried the fabric she is describing to me. I tell her if there's any confusion about the color, or if she got a bad dye lot, to bring in a pillow to compare it to the showroom piece to see if it was indeed off. Her exact response: "You come pick this pillow up!" *click*
I know that this situation is going to get very very ugly, so I start to write everything down. I know corporate is going to get involved in this, but there is nothing I can do except document so we can finally put an SC in their place, hopefully. M tells me also to document.
She never even tried to ask for an exchange or try something diplomatically with us, just went straight for the bank to block payment. Nice.
I really don't know where to put this. This could go in Morons in Management or Sucky Customers just as easily as the first part involves the SC and the second part involves the district manager, M.
This situation ALMOST caused me to walk out on my job today. I love what I do but this just pissed me off where it took everything I had not to quit.
This has been going on since January 20th, and I have to tell you guys what's going on right now just for the sole purpose of venting.
Cast of Characters:
M: My direct manager and the District Leader
Me: The overworked, underpaid pious saint
V: The accountant in our main office back east
SC: Someone I honestly wish a slow, agonizing death upon.
SC's cronie: Some old biddy who has nothing else to look forward to except doing this woman's bidding.
Part 1: It starts
On January 20th, an older lady came in and purchased a sofa from me. The sofa is displayed on the floor in a brown curdoroy under alot of lighting. It is also available in a light ivory suede, of which is NOT on the floor, but we do have a large swatch of. Remember the colors and types of fabric - this comes into play later.
She purchases the couch in the brown curdoroy. I write on the order form that it is a brown curdoroy. She signs the order form that says it is a brown curdoroy. I think all is well with the world.
February 2nd comes around and she has her delivery. I get a phone call later that day from someone who I didn't recognize and didn't introduce herself. She asked about the two sofas we had on promotion, the ivory and the brown. I told her that we had the brown curdoroy on the floor and a swatch of the ivory. She asked if we carried an ivory curdoroy and I said we didn't. She insisted that we did. I told her that about two months ago we had a floor sample of the ivory, but it was the suede fabric. We have never carried an ivory curdoroy, the curdoroy had always been in one color, the brown. She hangs up on me.
About half an hour later I recieved a call from the SC, who confirmed she had called earlier. She said that we had shipped her a brown sofa when she had ordered the ivory. I asked her what the fabric was and she said it was a curdoroy. I pulled the order out - it was exactly what she ordered. I asked again what she thought the problem was and she stated she ordered the piece in an ivory curdoroy. I asked again the type of fabric, because I explained to her that there was a brown curdoroy and an ivory suede - there is no ivory curdoroy. I informed her of this.
After much confusion, I told her it might be a lighting situation that was making the piece appear dark. It turns out she lives in a mobile home, and the lighting inside a single-wide is nothing compared to the lighting in our showroom. It's an unfortunate thing, but you would think that customers have some sort of common sense that the color will look different under halogen mercury lights than it will under a single bulb. The difference in the color is painfully obvious no matter HOW much lighting you have on it.
Here's where she turns extremely sucky. SC starts going on about how we sent her the wrong couch and she starts going on and on about why the hell would she order a brown couch(I don't know why, I just know she did), that we were running a scam, etc. etc. She demanded that the issue be fixed that instant, and then hung up on me.
Thus began a wonderful day. She called back exactly 20 minutes later to tell me that she had her friend over, the cronie that was with her when she bought it and she was also insisting that we sent out the wrong couch. She hangs up again, telling me that she was filing a dispute with Discover to stop her payment because we sent the wrong sofa. She hangs up again.
I called M to let him know what was going on, as I have to inform the higher-ups about any type of chargeback threat or legal threat. He tells me not to worry, but also that the second someone threatens that type of action, we can no longer deal with them until we get the paperwork from their credit card company to dispute. Company policy that causes alot of people to back off, as once someone threatens, we do nothing else until they follow through with the threat or drop it.
Third time's the charm. Not even an hour has gone by and she calls me back for the third time that day. She is demanding to know what we are going to do. I told her that since she's filing a dispute with Discover, we can't do anything, and I am very firm with telling her that we once again, have never carried the fabric she is describing to me. I tell her if there's any confusion about the color, or if she got a bad dye lot, to bring in a pillow to compare it to the showroom piece to see if it was indeed off. Her exact response: "You come pick this pillow up!" *click*
I know that this situation is going to get very very ugly, so I start to write everything down. I know corporate is going to get involved in this, but there is nothing I can do except document so we can finally put an SC in their place, hopefully. M tells me also to document.
She never even tried to ask for an exchange or try something diplomatically with us, just went straight for the bank to block payment. Nice.
ing bus.
) we can still nail her with a few hundred dollars worth of fees and Discover WILL back us up on it.
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