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Ahh my customer service line.......another one like thi and i may have to go SC on them in the future.
Backstory*
A customer had purchased a washer and dryer combo back in October. Since then the washer had been serviced 4 times and parts had been replaced. It was still making loud clanking noises so they wanted to return it. Also to note she purchased this on her store credit card so shec ould double the points she earned and then payed it off at the counter with her debi card.
She calls me to let me know her troubles and asks if I can return the washer. She also asks if she can return the dryer as she wants to have a set. I told her I can return the washer and dryer just fine and I set up a pick up date.
Here is where problems start. When an item is returned we have to wait for it to go from 'Awaiting Return' status to "Returned" status. Then I can issue a refund. Then CS would issue the refund under normal circumstances in the form of a check to their home address if it was payed i cash or a credit back to their credit card or to their debit.
I had phoned the CS reps and got their returns desk and told them I wanted to handle the money return at store level. Since she had payed with a store credit card paying it back on that is like giving her a 600+ gift card since the card can only be used in the store. He told me that was fine and dandy so i thought nothing off it.
I come in today and learned they decided to go ahead and credit her credit card without telling me........
I sent half the day on the phone with them and the credit office getting a runaround with the lady in the store since the credit office told her to come in and get me to call them.
No one would give me an effing straight answere as to why this happened and the only way they could credit her bank account was in the form of a check. unfortunatly she was moving soon and this wasnt an option as her moving date was not yet set....
*slams head into wall* WHY do i have to deal with these CSR's who fuck everything up and I have to spend 1-3 days a week calling people and eventually demanding they fix up a mistake they made. If its not messing up a return its threatening to charge restocking fees on damaged in transit goods and horrible delivery guys. GAH
I got my manager to call the head of the credit office on monday......hope things work out for the lady then...
As usual i got her to like our store still. She even invited me to her moving day sale ^^ i need some new lawn tools
Backstory*
A customer had purchased a washer and dryer combo back in October. Since then the washer had been serviced 4 times and parts had been replaced. It was still making loud clanking noises so they wanted to return it. Also to note she purchased this on her store credit card so shec ould double the points she earned and then payed it off at the counter with her debi card.
She calls me to let me know her troubles and asks if I can return the washer. She also asks if she can return the dryer as she wants to have a set. I told her I can return the washer and dryer just fine and I set up a pick up date.
Here is where problems start. When an item is returned we have to wait for it to go from 'Awaiting Return' status to "Returned" status. Then I can issue a refund. Then CS would issue the refund under normal circumstances in the form of a check to their home address if it was payed i cash or a credit back to their credit card or to their debit.
I had phoned the CS reps and got their returns desk and told them I wanted to handle the money return at store level. Since she had payed with a store credit card paying it back on that is like giving her a 600+ gift card since the card can only be used in the store. He told me that was fine and dandy so i thought nothing off it.
I come in today and learned they decided to go ahead and credit her credit card without telling me........
I sent half the day on the phone with them and the credit office getting a runaround with the lady in the store since the credit office told her to come in and get me to call them.
No one would give me an effing straight answere as to why this happened and the only way they could credit her bank account was in the form of a check. unfortunatly she was moving soon and this wasnt an option as her moving date was not yet set....
*slams head into wall* WHY do i have to deal with these CSR's who fuck everything up and I have to spend 1-3 days a week calling people and eventually demanding they fix up a mistake they made. If its not messing up a return its threatening to charge restocking fees on damaged in transit goods and horrible delivery guys. GAH
I got my manager to call the head of the credit office on monday......hope things work out for the lady then...
As usual i got her to like our store still. She even invited me to her moving day sale ^^ i need some new lawn tools