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So I had a very understanding customer today that just simply put made me look at our warehouse team like….?
So CX calls in got her appliance delivery but the delivery team took her old dryer because she had it outside her garage. (Because she sold it to someone who was going to come get it)
She did not pay for haul away.
She did not ask them to take it.
She started checking her new dryer and was just expecting them to leave. But went outside to see they had taken her old dryer.
Immediately called to have them bring it back.
She called dispatch, the driver, our online contact center.
And after being ignored for awhile she was final told she will get a call by X time. Well X time came and went and she called and got me.
I called the ware house and explained the situation and the warehouse says well the DTs are close to the end of their route now so they won’t go back but we can find an opening in our schedule to deliver it to her.
WHAT?
So I said, “let me get this straight, your delivery drivers STOLE her dryer and you are now asking to return it, possibly not in it’s original condition, at YOUR convenience?”
SILENCE
Him – let me see what I can do?
After all he was finally able to get her confirmed on schedule for Thursday (2 days from now) and honestly if the CX wasn’t okay with that I would have told him look she’s going to call the police and your DT can deal with that or being on the truck longer today…
I just can’t wrap my head around someone deciding when they are going to return something they shouldn’t have taken….
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