So I work with customer service for furniture and mattress purchases where I deal with deliveries, furniture inspection for defects or processing returns. Generally we charge a 15% usage/restocking fee plus $85 fee for picking up the furniture because either we can’t resell it or the furniture gets marked down as salvage.
I will be Me and Customer calling will be CX.
ME: “Thank you for calling Customer Service, my name is ME, how can I help you today?”
CX: “Hi I’m calling to say I got the wrong mattress, it was suppose to be a queen size, however I got a full size”
(This does happen sometimes so what we do is set up an exchange on the SKU number at no cost to the customer since we made the mistake)
ME: “I am sorry that you received the wrong mattress, I would be happy to exchange it for you to see if we can get the correct mattress out”
CX: “I don’t want to exchange it, I just want to return it and go to something else because I feel that I will get the same thing again”
ME: “Well your order says you ordered a Queen size, so if you received a full size then you will not be getting the same thing, we are going to make sure you get the queen size”
CX: “Well the mattress tag says queen size but the measurements are off, I know it, I don’t want to exchange it because I will get the same thing again”
(…………. So the tag says queen and she ordered a queen mattress…………..)
ME: “Oh…… well okay then we can set up the return as you are within the period where you can still return it, there will be a 15% usage fee as well as an $85 pickup fee that will be deducted from the total refund that will be issued to you”
CX: “WHY SHOULD I PAY A USAGE AND PICK UP FEE, I GOT THE WRONG MATTRESS?!?!?!?!”
ME: “Well, ma’am I am trying to offer an exchange at no cost to you to try to correct the error, however since you are not willing to exchange and your mattress tag says you have a queen mattress when you did, in fact order the Queen mattress, then we have to charge a 15% usage fee and $85 p/u fee since we cannot resell the mattress. We have to destroy the mattress by law”
CX: “I’M NOT PAYING THE DAMN USAGE OR PICKUP FEE AS I RECEIVED THE WRONG MATTRESS, WHAT DON’T YOU UNDERSTAND?!?!?! I WANT TO SPEAK TO A SUPERVISOR”
(…. I’m Happy at this point so I can get her off my damn phone finally and happily dial a supervisor, When I explained the situation to the supervisor, she just laughed and said bring her over!)