So, you *bought* them like that????

[MiddleofNowhere]

I was just reminded of a story that happened shortly before BTS madness...

It was another busy Saturday and I hear my name paged overhead to go to our Customer Service area. As I had multiple customers, I couldn't answer it. After two more pages, I flag down an AM and let them know I'm busy and could someone else handle it. Most often, I am called to Customer Service to verify authenticity and condition of high-end sunglasses and coats for return. Usually no problems with that.

... a bit of time passes and my coworker W approaches me. W handled the Customer Service call and had in her hands a pair of 'highend' sunglasses. I thank her for covering for me and she laughs and hands me the sunglasses.

It's 'highend' brand, *blah* style of glasses, but they look like they've been through a lawnmower on 'mulch'. One bow is completely missing, deep scratches all over frame and lenses, coated with sweat and body oils. I notice a repair tag hanging from glasses and remind W we don't handle repair tags for this 'highend' sunglass company. W then says the customer CLAIMED WE SOLD HIM THE GLASSES IN THAT CONDITION! I felt my brain actually reboot and go blue screen for a few seconds. And rather than tell said 'customer' to pound sand, one of my managers said we'd send it in to try to get a warranty repair on it. THANK DOG this AM didn't decide to just exchange them on the spot.

I cannot wait for this customer to come back in for his 'repair' - full knowing the company is going to send them back in the exact same crappy condition and I get the honor of contacting customer and telling him, 'tough crap'.

Seriously, you actually have the cajones to tell someone that we sold you a BRAND NEW item in that condition? You suck!

[Hyena Dandy]

The problem I've always had with people claiming they bought clothes (Sunglasses, shirts, whatever) in THAT bad condition is that, unlike a boxed item, YOU CAN SEE THEM WHEN YOU BUY THEM. Why the HELL would you spend $300 on sunglasses that are bent and visibly scratched? If you did, you're clearly too stupid to even be allowed in the same room as a credit card.

[bainsidhe]

Aww, how cute. Please give us an update when you laugh at the guy demanding repair/replacement.

We get things like that too. A customer will claim something "isn't working". We get the item back only to find it's bent in half. "Oh, UPS delivered it that way" Well then, file a claim with UPS. You signed for it, so you had to realize the package was beat to hell and back. Methinks it's more an issue of "user error". I hate to say it, but something bent in half is a more mild issue of user error.

[Hyena Dandy]

Aww, how cute. Please give us an update when you laugh at the guy demanding repair/replacement.

We get things like that too. A customer will claim something "isn't working". We get the item back only to find it's bent in half. "Oh, UPS delivered it that way" Well then, file a claim with UPS. You signed for it, so you had to realize the package was beat to hell and back. Methinks it's more an issue of "user error". I hate to say it, but something bent in half is a more mild issue of user error.

I agree with complaining to UPS. But sometimes there really ISN'T anything you can do about it. UPS doesn't let you open the package, and sometimes you get a perfectly good package with a defective product. I've had to call them before and explain that the product delivered was clearly damaged, they told me to call the company to complain, not them.

The company told me it was UPS's fault.

Can somebody clarify just who the hell is to blame if I get something damaged?

[Taz]

I would think if the packaging is not damaged then it is the fault of the company that packed the item for shipping, cause they certainly did not do a good enough job to protect the item.

[JLG]

I had a customer this weekend that wanted to return a two piece children clothing item and the top and bottom were two different brands and sizes.

She said that we sold it to her that way and she paid $16.99. The cashiers are required to check all two piece items for the same size and brand. She did not have a tag or receipt. The manager was on lunch so I was the on duty manager at the time. I told the customer that I could return the items for the closest thing we had which was a $4.00 clearance item. This lady started walking into the service desk telling me that she paid more and we were being dishonest in the first place by selling her these items that did not match

I told her to get out of the service desk many times and her daughter told her mom to just return the items as separate items and she will get more money (store credit) for it. I said nope you walked in with these items claiming you bought it like that so I am returning them like that. They said they would come back Monday to talk to the store manager. Well the daughter came back and the assistant manager said he would return them for $4.00 each. The daughter took the store credit.

[bainsidhe]

Can somebody clarify just who the hell is to blame if I get something damaged?

Depends. If UPS delivers a package that's clearly damaged, and you then refuse the shipment, it goes back to the shipper and they have to file a claim. If you receive it & sign for it, hoping everything is hunky dory, then it's your responsibility to file a claim with UPS. Things get murky when dealing with collect numbers. For example, if I'm the shipper but you have me ship using your UPS acct#, then UPS wants you to file the claim. Yet sometimes we can. Gaaaahhhh! There's a reason I hate claims.

That being said, the shipper will often work with you to get a replacement. Companies can only eat so much loss (UPS will honor up to $100 on that $800 shipment for example), but not all shippers are cold-hearted bastards. Don't blame us though, when we want you to wade through the red tape of filing a UPS claim. It's a real pain in the butt.

[Hyena Dandy]

Depends. If UPS delivers a package that's clearly damaged, and you then refuse the shipment, it goes back to the shipper and they have to file a claim. If you receive it & sign for it, hoping everything is hunky dory, then it's your responsibility to file a claim with UPS. Things get murky when dealing with collect numbers. For example, if I'm the shipper but you have me ship using your UPS acct#, then UPS wants you to file the claim. Yet sometimes we can. Gaaaahhhh! There's a reason I hate claims.

That being said, the shipper will often work with you to get a replacement. Companies can only eat so much loss (UPS will honor up to $100 on that $800 shipment for example), but not all shippers are cold-hearted bastards. Don't blame us though, when we want you to wade through the red tape of filing a UPS claim. It's a real pain in the butt.

I only blame you if you came up with the policy.

And it was actually easier for me to just buy another one, and the first one wasn't exactly broken.

In other news, I got a mildly damaged copy of DC Universe: The Stories of Alan Moore if anyone's interested.