This is a doozy. This customer wasn't home last week for her delivery and wants us to reschedule her. We get to the part where she needs to pay another delivery fee and she blows up at me.
SC: I thought you would do a call ahead! I'm five minutes away!
Me: We called the day before and gave you a four hour time window.
SC: I know, I got that call. I'm not sure they even showed up at my house. My NEIGHBOR says a truck never showed up.
Me: :gives description of house, as related by the drivers, and the time they showed up:
SC: ...well, I guess they did.
Me: I can't get around the redelivery fee. I tried, but corporate is telling me no.
SC: Why not?
Me: Ma'am, we did nothing wrong. You admit they were there, you admit you got the time window on the day that you picked for delivery. We can't issue a redelivery charge waiver because we did nothing wrong.
SC: I think I'm just going to call Visa and have them do a chargeback. Just cancel the order.
Me: I can cancel the order, but there will be a 20% restocking fee and we will not refund you the original delivery charge. We have the signed contract that states you understood these terms and conditions. If you do a chargeback I don't believe it will go in your favor.
SC: I know it will go in my favor, I do them all the time [not suprising]
, I'm going to do it anyway. We could be repeat customers, you know [dangle carrot]
Me: Ma'am, I can't do anything. We didn't do anything wrong. Do you want to have it redelivered on Friday, do you want to cancel and we'll refund you everything but the delivery and restocking fee? I need to know. We are NOT redelivering it for free.
SC: Give me my money back!
Me: That's between you and VISA.
SC: I expect a call back within the hour to let me know what you're going to do! :hangs up:
I documented everything in an email to my supervisors. Too bad I didn't get the call recorded where she admits that we did nothing wrong. Flat out. Just PURE gimme gimme gimme trash. I would love to relate to VISA how by her own admission she was the one completely at fault and wants to do the chargeback anyway.
I mean, usually with entitlement whores, I can figure out what is going on with their sense of entitlement. I can KIND of see their warped logic.
This one, though...there isn't even a ghost of us doing something wrong, she never even played it from that angle.
I gave her corporates number, I'll let them deal with it. The sad thing is? While we won't bend over, she's almost 100% correct that VISA will because of the thought that they will lose the customer.
And we get shafted in the process.