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I work as a CSR for the online store of a major retailer of teen clothing. I just had an encounter with the most entitlement minded child ever. We have a very nice no questions asked anytime return policy. You can return items at a local store OR return through the mail. Returns through mail take time to get back to us (varies depending on what ship method customer chooses) AND once received in our warehouse take 1-2 weeks to process depending on the amount of returns received. As expected customer can't understand the concept of waiting.
SO, to encourage customers to return at a local store AND to offer a choice in shipping carriers/methods/costs our return labels are NOT postage paid. This is clearly stated on the invoice and on our website. Keep in mind we offer free shipping TO the customer on most of our orders AND if you are making an exchange through the mail the item ships TO you without a shipping charge. So if you don't like what YOU decided to order, YOU ordered the wrong thing etc., YOU are responsible for getting the unwanted item back to us. Seems fair to me.
This snotty little brat calls very late last night. I get his information (he is delivering it in one of those tones that clearly lets me know I am beneath him). Turns out he ordered $250 in clothes and he had chosen the wrong sizes (sizes matched invoice) on some items and other he just didn't like. He had tried to send the return back to us via USPS using just the return label (sticker with our address). Customer says the mailman told him it was a "wrong" label and we must send him a correct one. I quickly clarified that our label per our website AND the instructions he peeled the label of is NOT postage paid. He then gets sucky.
First, "because this order is so large I shouldn't have to EVER pay shipping on a return" (sorry $250 isn't big, not small but not a huge deal for us). I explain the policy again so he tries again. "My last order had a "right" label" to which I replied "Yes, your only other order from over a year ago was part of a special promotion where we sent paid return labels, this year we are offering free shipping on all orders instead, you paid $15 shipping last year and this year it was free". Denied again. The he tries "but this order took OVER 2 weeks to arrive", so I pull up tracking info "I see this order shipped on the 25th and arrived 4 BUSINESS days latter on the 29th well within the promised standard shipping time frame". Now he is going for the last ditch effort prattling on and on about how he spends $600 with us in a year (wow, NOT) and we should treat larger customers like him special. He pulls the "I'm not near a post office or a store card" I just keep restating its our return policy for all our customers. He needs to get over himself lol :-)
SO, to encourage customers to return at a local store AND to offer a choice in shipping carriers/methods/costs our return labels are NOT postage paid. This is clearly stated on the invoice and on our website. Keep in mind we offer free shipping TO the customer on most of our orders AND if you are making an exchange through the mail the item ships TO you without a shipping charge. So if you don't like what YOU decided to order, YOU ordered the wrong thing etc., YOU are responsible for getting the unwanted item back to us. Seems fair to me.
This snotty little brat calls very late last night. I get his information (he is delivering it in one of those tones that clearly lets me know I am beneath him). Turns out he ordered $250 in clothes and he had chosen the wrong sizes (sizes matched invoice) on some items and other he just didn't like. He had tried to send the return back to us via USPS using just the return label (sticker with our address). Customer says the mailman told him it was a "wrong" label and we must send him a correct one. I quickly clarified that our label per our website AND the instructions he peeled the label of is NOT postage paid. He then gets sucky.
First, "because this order is so large I shouldn't have to EVER pay shipping on a return" (sorry $250 isn't big, not small but not a huge deal for us). I explain the policy again so he tries again. "My last order had a "right" label" to which I replied "Yes, your only other order from over a year ago was part of a special promotion where we sent paid return labels, this year we are offering free shipping on all orders instead, you paid $15 shipping last year and this year it was free". Denied again. The he tries "but this order took OVER 2 weeks to arrive", so I pull up tracking info "I see this order shipped on the 25th and arrived 4 BUSINESS days latter on the 29th well within the promised standard shipping time frame". Now he is going for the last ditch effort prattling on and on about how he spends $600 with us in a year (wow, NOT) and we should treat larger customers like him special. He pulls the "I'm not near a post office or a store card" I just keep restating its our return policy for all our customers. He needs to get over himself lol :-)
Although... some brands can't even be trusted. LEI? Yep, my friend has a pair of 5s and a pair of 14s and they both fit her the same.
I myself had a pair of 5s when I was in junior high that I no longer fit into... and I'm a normal 2 with most other brands!
)I have to try stuff on.
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