Obligatory ‘on mobile, formatting etc etc’.
You all seemed to enjoy my last story a few months ago, I have tons more to share, so here is my second instalment!
If you didn’t see my last post, I work for an online clothing retailer in the customer service/complaints department. This is genuinely one of my favourite stories, but also one of my most WTF moments. I won’t deny that I sat doing nothing for longer than I should have after the call, completely baffled.
Me – myself AK – Angry Karen
beep
Me – Hi! You’re through to [name] at [retailer]. How can I help you today?
AK – I made a return two weeks ago and I just got an email telling me my return has been rejected, WHY??!!
Me – I’m sorry to hear that, can I take your [verification details] so I can take a look at your account?
AK provides details needed to verify her as the account holder without any issues, I open her order and find the rejected item. The first noticeable thing is that the order was placed over a year ago. Our return period is 28 days from the delivery date, unless the item is faulty and needs to be inspected for manufacturing faults prior to a refund/replacement being issued. I scroll through the order looking for the rejected item. I find that it is a pair of shoes, and the reason for rejection was that the return was made wayyy out of timeframe and were heavily used, with no manufacturing fault found.
Me – Thanks for your patience AK. I’ve taken a look at the rejection and the reason for this was that they were returned considerably outside of our return policy timeframe of 28 days, and they were returned in an unsuitable condition. May I ask the reason for the return?
AK – I just didn’t like them. What do you mean by ‘unsuitable condition’?
Me – okay well per our return policy which is available on our website, we aren’t able to accept returns after the 28 day time period unless there is a fault with the item which you have contacted us about prior to making the return. The warehouse team have also advised that the shoes were returned heavily used, meaning ——
AK – HEAVY?! I CAN ASSURE YOU I AM NOT HEAVY. HOW DARE YOU COMMENT ON MY WEIGHT! THIS IS DISGUSTING YOU SHOULD BE ASHAMED OF YOURSELF!!! heavy breathing
Me – I’m very sorry for the miscommunication there AK. By heavily used I mean that they were clearly worn, the soles were dirty and wearing away and the material was dirty and creased as you’d expect after frequent use.
AK – DON’T YOU DARE TRY TO MAKE THIS BETTER. YOU CALLED ME HEAVY. HOW DARE YOU!!!! I WANT YOUR MANAGER ON THIS PHONE NOW!!! I WANT MY MONEY BACK AND COMPENSATION FOR THE EMOTIONAL SUFFERING YOU’VE PUT ME THROUGH. I ASSURE YOU I AM NOT HEAVY!
Me – I’m very sorry I’m not able to put you through to a manager at the moment, as per our company structure all of our agents use the same processes as management to ensure our customers get the right support the first time they contact us. I sincerely apologize that it seemed I was commenting on your weight, that is certainly not the case and I will be mindful of my choice of wording in the future. On this occasion I won’t be able to offer you a refund or compensation as the return was made outside of our return policy. The shoes are currently being shipped back to you and should be with you in the next couple of days. In the email we sent advising your item was rejected, there should be tracking information for the item. Is there anything else I can assist you with today AK?
AK – whatever I bet you’re a fat fucking bitch anyway. Thanks for nothing. I’ll be emailing your CEO. click
TL;DR: woman calls to ask why her return was rejected. I explain it was returned outside policy – outside our return timeframe and heavily used. Woman gets very angry that I “called her heavy”, calls me a fat fucking bitch and terminates the call.
submitted by /u/pxcketsized
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