Tweet
One of our customers had called to order an item. He gave me the item # from a catalog he had. I told him that we did not stock that particular item, but I could order it for him. It would be about 3-4 weeks for our next order. He said he couldn't wait that long, so I told him I could have it shipped on a common carrier ( this item is 20' long and he wanted 2) but he would have to pay the freight. He said to go ahead and do that. I placed the order and forgot about it ( our shipping dept. deals with the special orders when they come in).
The customer calls me up about a week later and tells me I ordered the wrong item. It doesn't match the picture. He also wants to know why it cost so much because he could get it from competior for a lot less. I point out that the item # on his invoice is the # he gave me so if it doesn't match then they must have shipped the wrong item. As far as the price goes, the reason it is more expensive is because of the $100 dollars it cost for shipping, which is what he wanted to do.
He dropped the cost issue, but continued to insist that it was my fault that he got the wrong item. I explained to him that the # on the confirmation from my supplier matched his #, so they must have shipped the wrong item. I will call them and get the right item coming. He made a couple more comments like it was my fault, and then got off the phone.
When I called my supplier they told me that they had changed the design on the item and that they had discontinued the old design. I told them that they should have discontinued the old # if they changed the design so that this wouldn't happen. They told me that there was a new picture in the new catalog so they didn't need to change it. I said, what about the people who have the old catalog? They said that they changed the picture in the new catalog so they didn't need to change the # so it wasn't their fault. Wash, rinse, repeat, until I gave up.
I called my customer and explained the situation and that I could no longer get that design. I told him that I would take the pieces back and credit his account. He then said that I was lying because it was my fault and I didn't want to admit it and hung up.
The customer calls me up about a week later and tells me I ordered the wrong item. It doesn't match the picture. He also wants to know why it cost so much because he could get it from competior for a lot less. I point out that the item # on his invoice is the # he gave me so if it doesn't match then they must have shipped the wrong item. As far as the price goes, the reason it is more expensive is because of the $100 dollars it cost for shipping, which is what he wanted to do.
He dropped the cost issue, but continued to insist that it was my fault that he got the wrong item. I explained to him that the # on the confirmation from my supplier matched his #, so they must have shipped the wrong item. I will call them and get the right item coming. He made a couple more comments like it was my fault, and then got off the phone.
When I called my supplier they told me that they had changed the design on the item and that they had discontinued the old design. I told them that they should have discontinued the old # if they changed the design so that this wouldn't happen. They told me that there was a new picture in the new catalog so they didn't need to change it. I said, what about the people who have the old catalog? They said that they changed the picture in the new catalog so they didn't need to change the # so it wasn't their fault. Wash, rinse, repeat, until I gave up.
I called my customer and explained the situation and that I could no longer get that design. I told him that I would take the pieces back and credit his account. He then said that I was lying because it was my fault and I didn't want to admit it and hung up.
Comment