A very stange thing happened today…
A customer rang us up complain, yes we do make the occasional mistake. We had sent him the wrong T-shirt, ‘hands up’ yes we had. Unfortunately we didn’t have the one this customer required so we offered to exchange it for another, free of charge and to keep the original one as shipped. He wasn’t happy, he wanted the one he ordered, but this had now been discontinued by the manufacturer. We apologised (again) and said to keep the T-shirt as recieved (i.e. he didn’t need to return it, just making that clear as he obviously didn’t understand what we had said) and that we would give him a full refund back, he just needed to email us the details of the order to confirm and we would action the refund on Monday when accounts were in work (as they don’t work at weekend).
Problem sorted we thought - customer gets to keep the T-shirt (albiet the wrong one) and he would get a full refund. He therefore gets a free T-shirt. Now, is that clear enough?? Free T-shirt and money back.
Still not happy. He wants the one he ordered, and does not want the one he received. Explain again. No luck there.
Ok, we said we would refund the T-shirt as received (yes we know it’s the wrong one, and yes we made a mistake, and we apologise etc etc). Also explained (this had been done earlier too) that the wrong T-shirt had been picked (a few available under the one ordered), by one of the lads, yes a mistake… Sorry. We don’t have any left of one ordered, as it had been discontinued i.e. none were available (how many times did we state this).
He still wasn’t happy! He wanted the one ordered. We don’t have it. We will give you a full refund, and please either keep the original T-shirt or put it in the bin.
Still he’s not happy! He wants the T-shirt that he ordered. How many times?
Now saying he is going to trading standards, We said please ask them to speak to Karl (The Janitor) who will be more than happy to help, and before we could find the telephone number he swore and told us to stick the T-shirt where the sun doesn’t shine!
A bit difficult, as he has it.
We did out utmost to apologise, and sort the situation out. What are we supposed to do?
If anybody can enlighten us please do contact us. We pride ourselves on our level of customer service, we did our very best to sort this out, but is difficult when dealing with the mentally challenged.