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I had a customer come in wanting to buy a countertop for her bathroom. I asked her if she also needed a sink and faucet. She said she already had both. I told her it would cost $127 to install the faucet and we did not disconnect plumbing for the sink. In addition, once the fabrication began on the countertop, the sale was final. She asked if they would pull out her old countertop and take it away. I responded that yes, they would, but there was an additional charge per square foot for that. She said 'oh, I'll have my neighbor do it then'.
She came in a week later to finish up some paperwork. After she signed said paperwork, she said 'so, do I get to pick what sort of sink comes with the countertop?'.
"I thought you said you already had a sink."
"On no, you told me that for about $120 dollars I would get a sink and faucet installed'.
"No, I said for $127 we would install the faucet. However, I was mistaken there, the price for a faucet install is actually $145. Would you like to pick out a sink?'.
She picked out a sink, and then said 'And they'll unhook my old one and hook this one in when they do my faucet'.
"No, there is an additional fee for an undermount sink like the one you purchased, and we do not disconnect plumbing."
"oh, okay, nevermind then".
"Okay, you can just pay for this sink at any checkout, and there will be a 15% restocking fee if you return it'.
"Alright".
So today I get chewed out because she was returning the entire order. Why?
1) I told her that the disconnect, removal, install, and reconnect of the sink was included in the sink price
2) I told her that tear out and haul away of the old countertop was included in the price.
3) I told her we would disconnect and reconnect her faucet as part of the sink install.
4) When she called in earlier that day I said I would waive the restocking fee.
Fortunately for me I had talked to my department head just after the 2nd conversation as it had come to my attention after the conversation with the woman that the price in the faucet aisle still said $127. I relayed to him bits of the conversation with the woman, so he knew I had informed her correctly.
Urge to maim rising.
She came in a week later to finish up some paperwork. After she signed said paperwork, she said 'so, do I get to pick what sort of sink comes with the countertop?'.
"I thought you said you already had a sink."
"On no, you told me that for about $120 dollars I would get a sink and faucet installed'.
"No, I said for $127 we would install the faucet. However, I was mistaken there, the price for a faucet install is actually $145. Would you like to pick out a sink?'.
She picked out a sink, and then said 'And they'll unhook my old one and hook this one in when they do my faucet'.
"No, there is an additional fee for an undermount sink like the one you purchased, and we do not disconnect plumbing."
"oh, okay, nevermind then".
"Okay, you can just pay for this sink at any checkout, and there will be a 15% restocking fee if you return it'.
"Alright".
So today I get chewed out because she was returning the entire order. Why?
1) I told her that the disconnect, removal, install, and reconnect of the sink was included in the sink price
2) I told her that tear out and haul away of the old countertop was included in the price.
3) I told her we would disconnect and reconnect her faucet as part of the sink install.
4) When she called in earlier that day I said I would waive the restocking fee.
Fortunately for me I had talked to my department head just after the 2nd conversation as it had come to my attention after the conversation with the woman that the price in the faucet aisle still said $127. I relayed to him bits of the conversation with the woman, so he knew I had informed her correctly.
Urge to maim rising.
Do they really think we're making it up when we say 'it says on the recording that the agent advised....etc'? 
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