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Or atleast inform yourself on what are you buying before doing so.
Apologies for formating, mobile, etc.
I work for a company named by a largest rainforest in the world.
I work for German department, and our membership (Prime) subscription offers free shipping within Germany and Austria, as clearly stated when subscribing.
I just had customer yell at me, as if it’s my or company’s mistake they did not read terms and conditions.
Here is how the call went :
Me : Hi, welcome to rainforest company, how can I help you?
Cm : I bought two items, and I am Prime customer, why was shipping fee applied?
Me : I see that you have ordered items to location in Finland. On our site, Prime shipping benefits are available only to customers within Germany and Austria.
Cm : THEN HOW THE **** DID I GET FREE SHIPPING BEFORE
* I check their previous orders for few moments*
Me : Yes, you had free shipping for some orders before. However, not due to Prime subscription. For orders of 39.00 euros and above, shipping is free to Finland.
*Customers take a second to process this*
Cm : WELL THAT IS NOT STATED ANYWHERE, YOU WERE SCAMMING ME!
Me : It’s clearly stated on terms and conditions page when you first subscribe. Also, if you click *there, there and there* you will clearly see that it is stated.
Cm : Well I want my money back
Me : As you haven’t used any shipping benefits, I will be able to issue a refund here, please hold on.
After this, I see that he has been subscribed for whole 8 months. We can issue refund for last 6 months.
Me : I can issue a refund, however we can issue a refund for last 6 months only, and you’ve been subscribed for 8.
Cm : WHAT.THE.F***!? I AM PAYING UOU FOR 8 MONTHS AND NOONE HAS INFORMED ME ABOUT THIS??? GET ME YOUR MANAGER ON PHONE INSTANTLY!
Me : I can get you a manager, but they will tell you exact same thing I told you.
Cm : SHUT THE F*** UP AND GET ME SOMEONE COMPETENT, YOU UNTRAINTED PIECE OF S***.
Me : I am now terminating this call since you have insulted me directly. Goodbye.
Cm : F***ING PIECE OF…..
I have immediately flagged him for abuse, warned my colleagues and left a notes in his order.
Good thing is when customer insults us directly, we are allowed to terminate a call.
I still have refunded last 6 months to him, I had to do that.
I just baffled at how ignorant you can be to not read what you are buying and then accussing customer service of scamming you.
I cannot wait until I leave this job.
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