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I had a customer come in today who flagged me down with a question (at first, sigh.) Apparently, she came in on the 22nd and ordered an item to be delivered to her father who lives in NY (I am in Florida.) The item was to be delivered on the 23rd and assembled at the home of the customer's father.
The way we do this is we call the store, verify that they have the item in stock and do a transfer sale, which means the woman pays for it at my store and the order is then taken care of and delivered by the NY store.
On the day that we arranged the transfer sale, the NY store advised us that because of the snow, the delivery might not happen on the day that the customer wanted it to and the customer said that she understood.
Today she came in, railing that it hadn't been delivered and she wanted to know why. I call the store and they have trouble pulling up the salescheck and the girl I got was confusing anyhow. She said that the soonest they can deliver it is Tuesday, as local delivery takes care of it and they don't delivery to assemble on Sat, Sun, and Monday, and they were closed Christmas and the day before that the roads were too bad to deliver items.
Well, that's not good enough for my customer.
She said, "well, it's raining now, so the roads aren't bad!"
Me: "There's nothing I can do; their next delivery happens Tuesday."
her: "But my receipt says it was going to be delivered on the 23rd!"
Me: "It was snowing too much for it to be delivered that day and they were closed Christmas Day."
Her: "He lives two miles from the store!"
Me: "I'm sorry. They can deliver on Tuesday."
Her: "He lives TWO MILES from the store! This is stupid! Why is it so hard for you to do it! I want it delivered!"
Me: "The store doesn't have a truck to deliver it. Their local company will deliver it on Tuesday for you."
Her: "I want it delivered today! I'm going to cancel! This is stupid! Stupid!"
She sort of stomps her foot and shakes her head a lot.
Then, I went and got a manager, after being bounced off two of them who told me to do this and that...finally, I had enough and told a manager to take care of her because she was getting too rude to handle.
After the manager called NY and got the same story from them (actually from their store manager, I think), the customer was still not happy and so that manager gave her a damn $20 gift card.
Sorry, lady, that we cannot control the weather and the delivery people have days off and so forth. I can't force a store approx. 1200 miles away to deliver it today for you.
edit: You know what was also annoying? The whole time I was on the phone, she was about a foot from me, listening and making comments, asking questions, so it was hard for me to understand the associate on the phone. I should have gone into the back to talk on the phone...I never have had a customer do that...it was annoying and rude! Not to mention--her breath stunk!
The way we do this is we call the store, verify that they have the item in stock and do a transfer sale, which means the woman pays for it at my store and the order is then taken care of and delivered by the NY store.
On the day that we arranged the transfer sale, the NY store advised us that because of the snow, the delivery might not happen on the day that the customer wanted it to and the customer said that she understood.
Today she came in, railing that it hadn't been delivered and she wanted to know why. I call the store and they have trouble pulling up the salescheck and the girl I got was confusing anyhow. She said that the soonest they can deliver it is Tuesday, as local delivery takes care of it and they don't delivery to assemble on Sat, Sun, and Monday, and they were closed Christmas and the day before that the roads were too bad to deliver items.
Well, that's not good enough for my customer.
She said, "well, it's raining now, so the roads aren't bad!"
Me: "There's nothing I can do; their next delivery happens Tuesday."
her: "But my receipt says it was going to be delivered on the 23rd!"
Me: "It was snowing too much for it to be delivered that day and they were closed Christmas Day."
Her: "He lives two miles from the store!"
Me: "I'm sorry. They can deliver on Tuesday."
Her: "He lives TWO MILES from the store! This is stupid! Why is it so hard for you to do it! I want it delivered!"
Me: "The store doesn't have a truck to deliver it. Their local company will deliver it on Tuesday for you."
Her: "I want it delivered today! I'm going to cancel! This is stupid! Stupid!"
She sort of stomps her foot and shakes her head a lot.
Then, I went and got a manager, after being bounced off two of them who told me to do this and that...finally, I had enough and told a manager to take care of her because she was getting too rude to handle.
After the manager called NY and got the same story from them (actually from their store manager, I think), the customer was still not happy and so that manager gave her a damn $20 gift card.
Sorry, lady, that we cannot control the weather and the delivery people have days off and so forth. I can't force a store approx. 1200 miles away to deliver it today for you.
edit: You know what was also annoying? The whole time I was on the phone, she was about a foot from me, listening and making comments, asking questions, so it was hard for me to understand the associate on the phone. I should have gone into the back to talk on the phone...I never have had a customer do that...it was annoying and rude! Not to mention--her breath stunk!
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