IS YOUR ITEM DAMAGED?

Excuse formatting, on mobile. I work for an online retailer’s customer service department, and regularly get customers who just don’t seem to want help at all. I took this call yesterday. Me – me, obviously AL – Angry Lady

Me: thanks for calling (company), my name is (me) how can I help?

AL: my package arrived damaged I want a refund

Me: oh I’m very sorry to hear that! Can I take (insert account details needed for verification)?

AL: sigh you should have these already. (Gives information)

So we’re already not off to a great start, but I can understand being upset that your package arrived damaged. AL goes on to explain that her order was fine, but the package had a large hole in it and she wants a refund for the delivery charge, and a replacement insert skincare item because she’s worried it has been tampered with. I can understand that, it would be a concern of mine too. The company I work for is pretty easy to get a refund/replacement from honestly, but there are certain rules for getting said refunds/replacements. One being that we can’t replace items from a damaged package unless the items themselves are also damaged. I explain this to AL, who becomes increasingly angry and is just repeating “no I want my replacement”.

Me: AL, I understand you’re worried that your skincare item has been tampered with. I just need to know was your item damaged?

AL: no it wasn’t Me: are you SURE it wasn’t damaged? I can’t replace it for you unless your item was DAMAGED.

AL: no I want my replacement

Me: was there any evidence of the item being tampered with? Was the seal broken? Was your ITEM DAMAGED?

AL: why are you asking me the same question? I’ve told you no. I want my replacement.

Me: I’m sorry, I can’t replace the item for you unless the ITEM IS DAMAGED. IS YOUR ITEM DAMAGED?

At this point AL goes off on a rant about how useless I am, how shes told me no already and she wants her goddamn replacement. I can’t get a word in. Then come my favourite words.

AL: I WANT TO SPEAK TO YOUR MANAGER

Now, we’re all currently working from home. I physically cannot put a customer through to a manager. I tell her that I’m not able to transfer her over right now, but I can arrange a call back. The wait time is 72 hours. I tell her this.

AL: why are you asking? Just do it. Are you really so incompetent? Are you really that stupid? Are you just doing this to spite me? You’re fucking useless.

Me: ok AL, I’ve done that for you. Again, our current call back wait time is 72 hours.

AL: WHAT?! THIS IS UNACCEPTABLE. I’M CALLING MY LAWYER THIS IS THEFT.

Me: as you have now threatened legal action, I can’t assist you any further. A manager will contact you in the next 72 hours. Have a good day AL

AL: random screeching

Click

TL;DR: lady calls because she’s received her package damaged, wants refund for delivery charge and replacement of one of the items. I can’t do that unless the item itself is damaged. Tell lady this, heavily hint multiple times about damaged item, lady doesn’t get it wants manager.