Tweet
More game store fun....
Customer comes and hands me a receipt for a game she had preordered. Normally this is not a big deal, but in this case there were two critical problems:
1) We didn't have the game in stock
2) The receipt was a little over TWO WEEKS OLD
Me: Unfortunately ma'am we don't have that gave him in stock right now, but I'd be glad to either refund your money (customers are required to put a minimum deposit down on a preorder in most circumstances) or hold one for you when we get more in.
SC: But I had a preorder.
Me: Well yes, but we only hold pre-ordered games for a few days. If they are not picked up they are released for general sale.
SC: Are you saying you sold MY game to someone else?
Me: Well technically it isn't it yours until its paid in full ma'am. You preordered the game, we held it for a few days as per policy. You never came to pick it up so it was eventually sold to someone else.
SC: That is unacceptable! I had a pre-order! I can't believe you sold it to someone else.
Me: As I said ma'am, the preorders are only held for a few days.
SC: That's bullshit! You should have held that game for me until I was ready to pick it up!
Me: I'm sorry it doesn't work that way.
SC: Don't be rude to me.
Me: I wasn't, I was stating a fact.
SC: So what can you do to fix this?
Me: Well as I said I can refund you the deposit you put on the game, I can hold one for you as a courtesy next time we get one in or I can call one of our other stores and see if they have a copy.
SC: Which you can then go and pick up for me?
Me: Excuse me?
SC: If the other store has a copy, you can go and pick it up for me and bring it back here?
Me: Well, I can get it sent here if you are willing to wait until tomorrow. If you want it today you'll have to go over there yourself.
SC: That is outrageous. You should have someone drive over there and pick it up for me, I deserve to have this game today. (Note the time is currently 5:30 PM)
Me: Alright, if you want it today you'll have to go and get it yourself.
SC: Fine! I'll go, but I'm never coming to this store again. Now give me my gift card so I can get out of here.
Me: Gift card? What gift card?
SC: Don't you people give gift cards for inconvenience?
Me: Sometimes, but only when the inconvenience is our fault.
SC: And how is it NOT your fault? You sold MY game to someone else!
Me: You waited nearly THREE WEEKS to pick it up ma'am, our policy clearly states we only hold games for a few days. That's it. We are not at fault here, you should have picked up the game sooner.
SC: Get me your manager. I will not tolerate being treated this way by <company>
Me: The manager is not in today but he will be in tomorrow.
SC: Then give me your damned corporate number. (I do) I cannot believe you treat loyal customers this way. <storms out>
The next day I told my manager what happened and he said I handled the situation correctly, having offered to do everything reasonable to get her that game even knowing we weren't at fault.
The sad part is she did end up whining to corporate...and getting a $25 gift card for her "inconvenience"
Customer comes and hands me a receipt for a game she had preordered. Normally this is not a big deal, but in this case there were two critical problems:
1) We didn't have the game in stock
2) The receipt was a little over TWO WEEKS OLD
Me: Unfortunately ma'am we don't have that gave him in stock right now, but I'd be glad to either refund your money (customers are required to put a minimum deposit down on a preorder in most circumstances) or hold one for you when we get more in.
SC: But I had a preorder.
Me: Well yes, but we only hold pre-ordered games for a few days. If they are not picked up they are released for general sale.
SC: Are you saying you sold MY game to someone else?
Me: Well technically it isn't it yours until its paid in full ma'am. You preordered the game, we held it for a few days as per policy. You never came to pick it up so it was eventually sold to someone else.
SC: That is unacceptable! I had a pre-order! I can't believe you sold it to someone else.
Me: As I said ma'am, the preorders are only held for a few days.
SC: That's bullshit! You should have held that game for me until I was ready to pick it up!
Me: I'm sorry it doesn't work that way.
SC: Don't be rude to me.
Me: I wasn't, I was stating a fact.
SC: So what can you do to fix this?
Me: Well as I said I can refund you the deposit you put on the game, I can hold one for you as a courtesy next time we get one in or I can call one of our other stores and see if they have a copy.
SC: Which you can then go and pick up for me?
Me: Excuse me?
SC: If the other store has a copy, you can go and pick it up for me and bring it back here?
Me: Well, I can get it sent here if you are willing to wait until tomorrow. If you want it today you'll have to go over there yourself.
SC: That is outrageous. You should have someone drive over there and pick it up for me, I deserve to have this game today. (Note the time is currently 5:30 PM)
Me: Alright, if you want it today you'll have to go and get it yourself.
SC: Fine! I'll go, but I'm never coming to this store again. Now give me my gift card so I can get out of here.
Me: Gift card? What gift card?
SC: Don't you people give gift cards for inconvenience?
Me: Sometimes, but only when the inconvenience is our fault.
SC: And how is it NOT your fault? You sold MY game to someone else!
Me: You waited nearly THREE WEEKS to pick it up ma'am, our policy clearly states we only hold games for a few days. That's it. We are not at fault here, you should have picked up the game sooner.
SC: Get me your manager. I will not tolerate being treated this way by <company>
Me: The manager is not in today but he will be in tomorrow.
SC: Then give me your damned corporate number. (I do) I cannot believe you treat loyal customers this way. <storms out>
The next day I told my manager what happened and he said I handled the situation correctly, having offered to do everything reasonable to get her that game even knowing we weren't at fault.
The sad part is she did end up whining to corporate...and getting a $25 gift card for her "inconvenience"
Hey lady, when I want something asap, I'm at the store for a midnight release (lol, usually I'm working it!) or make sure to get it within the first few days. Obviously you didn't care that much, despite your pre-order!
Comment