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I am so freaking happy. That little fucktard that made me so angry the other night (the reason for my "Why are scammers mean?" Post he got what was coming to him.
His order history spans less than a year, and all but two of his orders he claimed had many missing items or the order didn't arrive at all. Well a few orders ago corporate let him know we are no longer responsible for missing orders to his address. So for a while he was placating his greed with claiming almost the entire order happened to be empty.
The other night he spoke to me about his most recent order. He was the snottiest meanest cocky little brat I'd spoken to in a LOOONG time. Every time I'd try to be nice to him, he'd interrupt me with a stupid "I know". I ask for his order number and he doesn't give it to me, instead he tells me a story saying that the last rep he spoke to said there was a computer glitch and he wasn't charged for any of the pants on his order and thats why they didn't ship out with his shirts (sounded not right at all to me). So finally I get his order number, pull it up and place him on hold to take a closer look without having to listen to his stupid banter. In seconds I see what really went on, he called 4 days ago claiming that every single pair of pants from his order was missing and the rep he spoke to put in a request saying "please refund all shorts asap, were missing". These requests should be processed within 72 hours by our admin department. This one was still in the process of being worked, and admin had left a note, "forwarded to corporate due to order history". I take a quick look at his previous order and I see refunds done on almost all of his orders. I take him off hold and I thought it would be easy to quickly tell him that the refund was delayed because it had to go through corporate due to his previous orders. I sincerely apologize for the hold time (about 3 minutes) and the customer cuts into me as hard as he can. Telling me how horrible it was to put him on hold like that. I tried to explain it was an unusual situation and I needed the time to piece it together. Not good enough, he starts getting super snotty and insulting me. I ask loudly but nicely "I am TRYING to help you PLEASE LET ME SPEAK!" and he starts on with how rude I am and how he is "done with me" and needs a manager, I advise him we have no managers but I'd be glad to transfer him to a supervisor. He gets snottier and asks for my name, I'm beyond pissed at this point, so I tell him "I already gave it to you at the beginning of our call, you'll be on hold while a get a supervisor on the line" Kind of rude but who cares, he isn't a customer he is a thief.
He hangs up while on hold for less than 30 seconds for a supervisor, so I note the order explaining how rude the customer was, the wild untrue story he told about the previous rep, and customer complains of long hold time (with the actual hold time noted), and how quickly the customer hung up while the supervisor was getting ready for him.
The other CSR's around me commented how agitated I sounded and how it was so unusual that I didn't offer my name but a smart-ass remark instead. I go home, I spend my whole day off worrying that this call might get me in trouble.
Well I come to work a day latter, pull up the order. The customer called back minutes afters speaking to me, the rep he spoke to happened to be the one who put in the refund request (this rep works in another office that has a reputation for not being as smart in general as our office). Well that rep made copious notes of how rude the customer thought I was, and then he *gasp* put in a 2nd refund request for 7 shirts the customer now claims were missing as well, with a note to corporate to "please hurry this customer has waited enough and has been more than patient".
JACKPOT!, a few hours latter corporate finished processing the refund request. The deny the refund and sent an email to the customer saying "due to negative history we will no longer refund you for missing items and orders and all future orders are at your own risk". It seems we screwed his shit up because he has been calling during dayshift hours to speak to supervisors demanding his refund. They offered him a phone call from corporate instead (I hope they get to experience what a JERK he is).
I'm getting written up for rudeness (minor) but i don't care a bit, totally worth it and I get to keep my job so I'm not sweating it.
Just for fun I totaled up his refunds (about $500) and his orders (about $700) so I hope corporate has some brains and tells him to cram it. I hope they don't try and retain him because he needs to be taken down a few big notches. I don't think they will back down because their the ones that denied this refund.
Victory is sweet.
His order history spans less than a year, and all but two of his orders he claimed had many missing items or the order didn't arrive at all. Well a few orders ago corporate let him know we are no longer responsible for missing orders to his address. So for a while he was placating his greed with claiming almost the entire order happened to be empty.
The other night he spoke to me about his most recent order. He was the snottiest meanest cocky little brat I'd spoken to in a LOOONG time. Every time I'd try to be nice to him, he'd interrupt me with a stupid "I know". I ask for his order number and he doesn't give it to me, instead he tells me a story saying that the last rep he spoke to said there was a computer glitch and he wasn't charged for any of the pants on his order and thats why they didn't ship out with his shirts (sounded not right at all to me). So finally I get his order number, pull it up and place him on hold to take a closer look without having to listen to his stupid banter. In seconds I see what really went on, he called 4 days ago claiming that every single pair of pants from his order was missing and the rep he spoke to put in a request saying "please refund all shorts asap, were missing". These requests should be processed within 72 hours by our admin department. This one was still in the process of being worked, and admin had left a note, "forwarded to corporate due to order history". I take a quick look at his previous order and I see refunds done on almost all of his orders. I take him off hold and I thought it would be easy to quickly tell him that the refund was delayed because it had to go through corporate due to his previous orders. I sincerely apologize for the hold time (about 3 minutes) and the customer cuts into me as hard as he can. Telling me how horrible it was to put him on hold like that. I tried to explain it was an unusual situation and I needed the time to piece it together. Not good enough, he starts getting super snotty and insulting me. I ask loudly but nicely "I am TRYING to help you PLEASE LET ME SPEAK!" and he starts on with how rude I am and how he is "done with me" and needs a manager, I advise him we have no managers but I'd be glad to transfer him to a supervisor. He gets snottier and asks for my name, I'm beyond pissed at this point, so I tell him "I already gave it to you at the beginning of our call, you'll be on hold while a get a supervisor on the line" Kind of rude but who cares, he isn't a customer he is a thief.
He hangs up while on hold for less than 30 seconds for a supervisor, so I note the order explaining how rude the customer was, the wild untrue story he told about the previous rep, and customer complains of long hold time (with the actual hold time noted), and how quickly the customer hung up while the supervisor was getting ready for him.
The other CSR's around me commented how agitated I sounded and how it was so unusual that I didn't offer my name but a smart-ass remark instead. I go home, I spend my whole day off worrying that this call might get me in trouble.
Well I come to work a day latter, pull up the order. The customer called back minutes afters speaking to me, the rep he spoke to happened to be the one who put in the refund request (this rep works in another office that has a reputation for not being as smart in general as our office). Well that rep made copious notes of how rude the customer thought I was, and then he *gasp* put in a 2nd refund request for 7 shirts the customer now claims were missing as well, with a note to corporate to "please hurry this customer has waited enough and has been more than patient".
JACKPOT!, a few hours latter corporate finished processing the refund request. The deny the refund and sent an email to the customer saying "due to negative history we will no longer refund you for missing items and orders and all future orders are at your own risk". It seems we screwed his shit up because he has been calling during dayshift hours to speak to supervisors demanding his refund. They offered him a phone call from corporate instead (I hope they get to experience what a JERK he is).
I'm getting written up for rudeness (minor) but i don't care a bit, totally worth it and I get to keep my job so I'm not sweating it.
Just for fun I totaled up his refunds (about $500) and his orders (about $700) so I hope corporate has some brains and tells him to cram it. I hope they don't try and retain him because he needs to be taken down a few big notches. I don't think they will back down because their the ones that denied this refund.
Victory is sweet.
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