So, I work in chat (messaging) and have been getting some doozies lately (is there something in the water?). We have a policy where if someone’s package is in transit and they ask where it is, they have to wait 4 business days past the estimated delivery date to ensure the items are not on the way. I’m on mobile so excuse any formatting issues.
M= me, C= customer
M: Hello! How can I help you today?
C: My package is so late, I need this for vacation. I am not happy.
M: Oh no! I’m sorry your package is late, can I have the order number? I am happy to help.
C: gives order info and verified her information
M: Thank you! I see your items are set to arrive in 3 days and have been accepted by the post office! Please let us know if you don’t receive the package by then and we are happy to help!
C: I AM GOING ON VACATION, DOES YOUR STUPID BRAIN COMPREHEND THAT? IT’S AT THE WRONG POST OFFICE. YOU HAVE TO CONTACT THEM BECAUSE I DIDNT LOSE THE PACKAGE ITS NOT MY FAULT
M: sends our aggressive text asking if the customer would like to chat with us at a different time
C: I AM TALKING TO YOU RIGHT NOW!? This is ridiculous, you are horrible.
M: I do see your package is in another post office than the one in your town, however I cannot contact USPS on your behalf, you will need to contact them to discuss the whereabouts of your package.
C: I want a refund for this, you guys lost my package and I shouldn’t have to take time from my busy day and go and be nice to someone with USPS for my package. You guys screwed up.
M: I am very sorry for the confusion and inconvenience, I would be happy to refund you $15 from the order as a courtesy for the issues, but I highly suggest contacting USPS to check on your order.
C: I WANT A FULL REFUND, THIS PACKAGE IS CAUSING ME SO MUCH GRIEF. Where is your manager. I don’t believe the tracking, why would the package be at a different post office?!
M: You’re more than welcome not to believe the tracking, however I am seeing on the USPS website that your order shows to have to been dropped off to the post office in the wrong state.