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So I work in customer services for a pretty big department store in the UK.
She made an order for a bunch of baby stuff, the important part is a car seat that has a separate base it sits on you can rotate, to make it easier to get the baby out of the car.
*phone rings*
Hello there, you’ve reached *retailer* customer services, my name is *PhoneyAlarm*, what can I do for you?
She told me she’s recieved the wrong car seat.
Okay, not a problem, let’s get that swapped for you…
So…..you said you got the wrong car seat?
(I must repeat things back to the customer to ensure I’m taking correct notes to get the order fixed)
“YES! IVE ALREADY TOLD YOU I NEED THE OTHER ONE, NOT THIS ONE!!”
Alrighty, that’s easy enough to fix, I’ll just speak to our delivery team and get this sorted for you quick as a button
*I called our delivery team*
So customer didn’t get the right car seat, she got THAT one, not THIS one.
According to them, the system says her car seat hasn’t shipped yet so now we spend 25 minutes trying to figure out how she somehow got an extra car seat on in her delivery. It shouldn’t be possible.
Eventually, we manage to arrange a collection for the incorrect one and for the right one to be sent out, next day delivery since she paid for that delivery type.
*I go back to the customer and tell her that its sorted*
“So I’m getting it tomorrow then? Good. It wouldn’t do for me to have my car seat on Thursday if I didn’t have the base for it to sit on…..”
…..I literally stayed silent for like 20 seconds and slammed my head on the desk in defeat….
So she hung up and I spent the next 20 minutes correcting the mistake since she told me the wrong item was missing…
TLDR: baby car seat and a base,
The base didn’t arrive but she recieved a second, different car seat instead,
while the correct seat was due to be delivered in a few days
She told me that it was the car seat itself that was missing and wasted loads of time getting us to replace an item she hadn’t yet recieved
If only I could punch people through the phone……
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