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You won't help me! and other tales

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  • You won't help me! and other tales

    Last night I had a customer who wanted to cancel some items. The policy is Midnight EST. She called an hour after the cutoff and wanted her order cancelled. I groan inwardly as it is one of those people that as soon as they start talking you just know that they will be a SC. Most times people will always refer to something they just ordered, and it truth it was a few hours ago. I steel myself and tell that the deadline has passed and the shipping progress has begun. I then inform her of the return policy.
    Cue the emergence of the SC. What do I mean I won't cancel it? She knows for a fact that we have to allow 24hrs to cancel an item! And she just won't shop here again. I apologize again and explain that it is a firm dead line and the house of crap doesn't have 24hr cancel period. She starts to huff that she can't believe is she is stuck with stuff that she tried to cancel, and I won't help her out. The she morphs into an EW demands free return shipping, and the dept that can authorize that is closed. Goodbye SC/EW.



    House of Crap sells a lot of crap and ships to any us state or territory for most items. Most things that can be shipped outside the 48 states are due to size. So this women wants to order this huge piece of fitness equipment, and she wants it shipping to HI. So her account pops up and the address greys out and says that it can't be shipped there. So I tell her that we can't ship there and she turns into an EW who wants me to override that and (I guess takes the EW level down a notch) offers to pay the excess shipping charges it would take. I tell her that we can't do that and cue the EW regaining it's original foothold, she tells me that she will call customer service and they will override and ship to her because she bought something large and heavy from another company years ago and they had no problem. Well maybe lady you should focus on the fact it is a different company that did that. It would be almost as much as the item costs to ship to HI because we can't ground ship to HI.



    Finally...
    House of Crap recently stopped taking mailed in payments expect for certain customers who don't try to game the system. Some have slipped thru the cracks. The way it was gamed was to try to hold the item and then when they have money to have it charge to their cc. The problem with this is that the items may or may not be held and only our warehouse knows for sure and they only tell us two things, we have it and it shipped or we don't have it refund the customer. So tell the customer that I can charge it, if we still have it for her it will ship, if we don't it will be refunded. So that goes around and around for a minute or two. I have to explain more that once that the only guarantee we have for check payment orders is the total price. That is it. So then she throws in my face that she will just talk to customer service and they will tell her if we have it to ship. So tell her the hours and that they will have the same info I have, have a nice night.
    The angels have the phone box.

  • #2
    Catalogs usually tell you if something can't be shipped to certain states....but as we all know, most people don't bother to read.
    When you start at zero, everything's progress.

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    • #3
      It would be almost as much as the item costs to ship to HI because we can't ground ship to HI.
      Well, refusing to ground ship to HI is just bad customer service, physics be dammed.

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