The Customer is Rarely Right
so i have been working for this clothing company for about 3 months now. one of my jobs is to handle the internet orders from their website.
we ship all of our orders through FEDEX and have delivery confirmation. two weeks ago a lady sent me an email saying she never received her order and would like a refund. i checker her order and it was shipped and received (signed for) over 2 months ago. now she says she never got it and wants a refund.
i emailed her back asking a few simple questions to determine if we had the wrong address or if she wanted it shipped again or if she wanted credit. every time she replied to my questions no message would appear in her email so i would have to email her back again. finally she is getting pissed off and accusing our company of being a scam and ripping her off. nevertheless i refunded her money via a credit card refund. BUT....she keeps emailing us asking for her refund. i informed her it was credited back to her car 5 days ago. she then emails back and says she wants A CHECK. i asked my boss for permission to tell her to go jump but i was denied.
why must companies bite their tongue and be nice when the customer is wrong ? why can customer say anything they want with no repercussions but if a company responds in kind it is blasted everywhere to show how rude and insesitive the company is.
we ship all of our orders through FEDEX and have delivery confirmation. two weeks ago a lady sent me an email saying she never received her order and would like a refund. i checker her order and it was shipped and received (signed for) over 2 months ago. now she says she never got it and wants a refund.
i emailed her back asking a few simple questions to determine if we had the wrong address or if she wanted it shipped again or if she wanted credit. every time she replied to my questions no message would appear in her email so i would have to email her back again. finally she is getting pissed off and accusing our company of being a scam and ripping her off. nevertheless i refunded her money via a credit card refund. BUT....she keeps emailing us asking for her refund. i informed her it was credited back to her car 5 days ago. she then emails back and says she wants A CHECK. i asked my boss for permission to tell her to go jump but i was denied.
why must companies bite their tongue and be nice when the customer is wrong ? why can customer say anything they want with no repercussions but if a company responds in kind it is blasted everywhere to show how rude and insesitive the company is.
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If you make 1 customer happy they will maybe tell 1 person piss them off and they will telll 20. 0 -
quote:Originally posted by big800
If you make 1 customer happy they will maybe tell 1 person piss them off and they will telll 20.
guess you never been to vanwagens pawn in utah. he's got more guns than GB and that guy will tell you flat out your a dumazz. he doesn't care if you buy a gun from him or not. cuz if you don't. there are 50000+ others whom have all been called dumbazz by him (myself included), but they always come back when they are looking at a $100 dollar difference on their purchase. If you have the best price in the state and save people more than $20 bucks and i guess you can call them what ever you want. it has worked for him, at least for last 20+ yrs.0 -
quote:Originally posted by Odawgp
quote:Originally posted by big800
If you make 1 customer happy they will maybe tell 1 person piss them off and they will telll 20.
guess you never been to vanwagens pawn in utah. he's got more guns than GB and that guy will tell you flat out your a dumazz. he doesn't care if you buy a gun from him or not. cuz if you don't. there are 50000+ others whom have all been called dumbazz by him (myself included), but they always come back when they are looking at a $100 dollar difference on their purchase. If you have the best price in the state and save people more than $20 bucks and i guess you can call them what ever you want. it has worked for him, at least for last 20+ yrs.
Next time i'm in the neighborhood, you can bet yer ass i'll stop in..[;)]
Jeff0 -
quote:Originally posted by Odawgp
quote:Originally posted by big800
If you make 1 customer happy they will maybe tell 1 person piss them off and they will telll 20.
guess you never been to vanwagens pawn in utah. he's got more guns than GB and that guy will tell you flat out your a dumazz. he doesn't care if you buy a gun from him or not. cuz if you don't. there are 50000+ others whom have all been called dumbazz by him (myself included), but they always come back when they are looking at a $100 dollar difference on their purchase. If you have the best price in the state and save people more than $20 bucks and i guess you can call them what ever you want. it has worked for him, at least for last 20+ yrs.
Well if you all keep going back to get insulted ...Well I reckon he is right...You are dambasses!!!
Guy really knows his stuff!!!0 -
quote:Originally posted by tobefree
quote:Originally posted by Odawgp
quote:Originally posted by big800
If you make 1 customer happy they will maybe tell 1 person piss them off and they will telll 20.
guess you never been to vanwagens pawn in utah. he's got more guns than GB and that guy will tell you flat out your a dumazz. he doesn't care if you buy a gun from him or not. cuz if you don't. there are 50000+ others whom have all been called dumbazz by him (myself included), but they always come back when they are looking at a $100 dollar difference on their purchase. If you have the best price in the state and save people more than $20 bucks and i guess you can call them what ever you want. it has worked for him, at least for last 20+ yrs.
Well if you all keep going back to get insulted ...Well I reckon he is right...You are dambasses!!!
Guy really knows his stuff!!!
Yes he doe's "know his stuff." I forgot to mention the insults stop after a gun or two. it's the yuppie weekend warriors that really get under his skin. I learned that he hates shoppers just go in buy what you want and keep yur pie hole shut.
he reminds me of the soup natizi from seinfeld
"NO GUN FOR YOU"0 -
Sounds like maybe her identity was stolen and she hasn't noticed yet? Look at it from that perspective. Just a guess... 0 -
quote:Originally posted by Odawgp
quote:Originally posted by tobefree
quote:Originally posted by Odawgp
quote:Originally posted by big800
If you make 1 customer happy they will maybe tell 1 person piss them off and they will telll 20.
guess you never been to vanwagens pawn in utah. he's got more guns than GB and that guy will tell you flat out your a dumazz. he doesn't care if you buy a gun from him or not. cuz if you don't. there are 50000+ others whom have all been called dumbazz by him (myself included), but they always come back when they are looking at a $100 dollar difference on their purchase. If you have the best price in the state and save people more than $20 bucks and i guess you can call them what ever you want. it has worked for him, at least for last 20+ yrs.
Well if you all keep going back to get insulted ...Well I reckon he is right...You are dambasses!!!
Guy really knows his stuff!!!
Yes he doe's "know his stuff." I forgot to mention the insults stop after a gun or two. it's the yuppie weekend warriors that really get under his skin. I learned that he hates shoppers just go in buy what you want and keep yur pie hole shut.
he reminds me of the soup natizi from seinfeld
"NO GUN FOR YOU"
I hate shoppers (lookers with no intent on buying)(I always seem to be behind one) as well... I rarely take up a man's time with a question unless is an item of serious interest. I do BS for a while during a purchase though....mainly so I remember the guy..I tend to do repeat business with guys that do me right!!0 -
No- there are people out there that simply try to scam mail order companies. There's no doubt about it. They claim they never received the goods and get their money back... all the while they keep the goods. Some of them will even stop payment after the order.
It's a shame that these thieves are allowed to get away with this kind of crap. The companies, such as the one who opened this thread, simply should refuse to pay in a case where the delivery was signed by the addressee. The actions of these thieves affect us all in many ways: It causes prices to be higher to cover these losses, it causes csr's to treat everyone with an order problem like crooks, and it has caused some companies to change their policies (such as shipping "adult signature required) so that it is no longer convenient.0 -
Did you dig out a copy of the delivery confirmation, scan it and email it to her? 0 -
alot of them are rippoff artists too. At company it's incredable what our customers will do to try to rip us off. Claim they didn't receive shipments. Purposely damage items so they can return them. We had one that claimed they didn't get a 1 ton skid of paper! The funny part is these are small business owners who probably go to church on Sunday and act like they're good Christians. 0 -
quote:Originally posted by dakotashooter2
Did you dig out a copy of the delivery confirmation, scan it and email it to her?
yes i did. she claims her and her daughter were out of town on vacation and someone else must have signed for it...either way, our company wants to make customers happy.
we had over 2,000 shipments made this summer and this was the only one that apparently wasnt delivered.
personally i think it is a scam because if they really wanted their clothing they would have asked us to ship it again which we offered to do. since she only wanted a refund it leades me to believe she got her clothing and then wanted it for free too.
oh well...the customer......is always......."right"0 -
quote:Originally posted by BarkingDog
...either way, our company wants to make customers happy.
What's your company name again. I'd like to place a $2k order.[;)]0 -
FWIW, called a company yesterday about a non-delivered phone order. Company advised it was delivered by UPS on date X, no signature, driver says a man recieved it. (Huh?) Well, our UPS driver knows me by name- since he delivers guns and ammo to me. Spoke to our driver today- he confirmed no deliveries on that date- due to severe storm night before, trees down, power out. Yeah, there are undoubtedly scumbag customers- but it works 2 ways. 0 -
UPS guys cover their back side just like any one else , just last week I had a case of ammo del. to my work shop , because i knew some one would be there to take del. and sign for it ,
UPS comes in the drive , I'm in the office , one of the workers is in plain sight of the big shop door which is open , the driver carries the 2 boxes of ammo over and sits them just inside the door never says a word to the guy that is working 20 feet away , never comes to the office but yet the boxes say Adult sig. required , nobody signed for it on our end but UPS says it was signed for , jeezzzzzzz i wonder who signed ?0 -
quote:Originally posted by Odawgp
quote:Originally posted by big800
If you make 1 customer happy they will maybe tell 1 person piss them off and they will telll 20.
guess you never been to vanwagens pawn in utah. he's got more guns than GB and that guy will tell you flat out your a dumazz. he doesn't care if you buy a gun from him or not. cuz if you don't. there are 50000+ others whom have all been called dumbazz by him (myself included), but they always come back when they are looking at a $100 dollar difference on their purchase. If you have the best price in the state and save people more than $20 bucks and i guess you can call them what ever you want. it has worked for him, at least for last 20+ yrs.
Where exactly in Utah is this shop? It seems like the place for me!!0 -
big800 said "If you make 1 customer happy they will maybe tell 1 person piss them off and they will telll 20."
If a seller lets them get away with a scam they will network with all their theiven friends and the seller will have twenty more scams to deal with. [:(!]0 -
And if she is actually a customer who was a victim of UPS or some other fraud, she is likely to become one of those folks who post here about the great service they received.
One bum delivery or customer out of 2000 shipments? I would say you are doing pretty well.
We have had UPS drive by the house toss a box in the yard and never even stop. Saw it myself, and did call UPS. Their response was BS just like their service.
Good product and good customer service and I am a repeat buyer. Give me 'tude and I buy else where and tell my friends.0
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