Follow On TwitterCustomer Stories: The English Major Who Couldn’t Read
BizSugar
The one downside of running an online store or business is that inevitably you’ll encounter a customer who is extremely abrasive and condescending. This particular lady placed an order with us, misread the description and then accused us of misleading her into making a purchase.
Customer: Yes, I’m calling because my order was not delivered correctly?
Me: Oh really? We apologize for that ma’am. What is your order number?
Customer: Order xxxx.
Me: Yes it shows here that you ordered a single four corner embroidered lace handkerchief. Was that not the contents in your package?
Customer: The type of handkerchief was correct, but I only got delivered one instead of four.
Me: There seems to be a misunderstanding. The handkerchief has embroidery on all four corners. It does not come with 4 handkerchiefs.
Customer: Well, let me tell you that that is extremely misleading. The product name implies that it comes with 4 handkerchiefs.
Me: I apologize ma’am for your confusion but unfortunately you only ordered a single handkerchief. I’d be happy to take your return.
Customer: I don’t want a return, I want 3 more handkerchiefs.
Me: I’m sorry but we can not do that. The item description reads “This is one white wedding handkerchief…” It seems unambiguous to me.
Customer: WHAT?!?! How can you say that? I’ll just have you know that I have a masters degree in English from (Some college I’ve never heard of). The way you wrote your description clearly indicates that it should come with 4 handkerchiefs. Did you go to college? Do you have a degree in English?
No, I just have a worthless engineering degree from Stanford. I was getting pissed off at this point and I almost lost it. Clearly, the english program at her university was horrible if she couldn’t understand the word “one” in our description.
Me:That is irrelevant ma’am. The description is for a single hankie.
Customer: You should go back to school if you ever went in the first place. Are you going to ship me the other 3 hankies or what?
Me: I want you to keep the single hankie that we shipped you. We will refund you the money you paid and we want you never ever to shop here again.
Customer: Not a problem.
**Click**
Dealing with these types of customers are not worth the time. In the end we lost money, but it was worth it never to have to deal with her again.
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