Dear Revdex.com,
5pt;">In regards to this customers complaint.
We received this order into our shipping system on 3/23/2016 at 1:58pm (documentation enclosed) and once our shipper found that there was no more left of this item in the size customer requested, the order was brought to our customer service team.
Our customer service rep called twice throughout the day and left messages in regards to this order. Since we did not receive a reply within 24 hours in regards to this order we cancelled and refunded in full at that time.
Once the customer received the email via Sears website confirming refunded, we received the call from the customer. Our customer service rep tried to explain to this customer very calmly exactly why something like this would happen. (When selling on different platforms there is a delay with updating the inventory of at least 15 minutes. If a customer places an order with in that 15 minutes it will show the item available. There is no delay with our direct web site) The customer service rep tried for $4 hour explaining and offering this customer to choose any other of our 900 styles no matter the cost and we
would ship that item for her. Unfortunately the customer was not interested in hearing and was cursing
and screaming at our customer service rep. (which no one should be spoken to in this way) Then the manager was put on the phone and as soon as she answered she was greeted with the same yelling and improper manner along with threats. The manager explicitly asked what we could do to resolve this situation for the customer and the customer responded by saying that she did not want a resolution, she just wanted to complain.
There was no calm resolution with this customer and nothing more we could do when the customer is this abusive. This customer was refunded in full within 24 hours of purchase and even compensated an extra shipping from Sears. (Documentation enclosed) There was no delay in refunding and we went above and beyond to try to resolve in a calm manner. However when a customer will not work in any manner to resolve and is screaming and threatening there is not much more any customer service rep or manager cando.
Dear Revdex.com,
5pt;">In regards to this customers complaint.
We received this order into our shipping system on 3/23/2016 at 1:58pm (documentation enclosed) and once our shipper found that there was no more left of this item in the size customer requested, the order was brought to our customer service team.
Our customer service rep called twice throughout the day and left messages in regards to this order. Since we did not receive a reply within 24 hours in regards to this order we cancelled and refunded in full at that time.
Once the customer received the email via Sears website confirming refunded, we received the call from the customer. Our customer service rep tried to explain to this customer very calmly exactly why something like this would happen. (When selling on different platforms there is a delay with updating the inventory of at least 15 minutes. If a customer places an order with in that 15 minutes it will show the item available. There is no delay with our direct web site) The customer service rep tried for $4 hour explaining and offering this customer to choose any other of our 900 styles no matter the cost and we
would ship that item for her. Unfortunately the customer was not interested in hearing and was cursing
and screaming at our customer service rep. (which no one should be spoken to in this way) Then the manager was put on the phone and as soon as she answered she was greeted with the same yelling and improper manner along with threats. The manager explicitly asked what we could do to resolve this situation for the customer and the customer responded by saying that she did not want a resolution, she just wanted to complain.
There was no calm resolution with this customer and nothing more we could do when the customer is this abusive. This customer was refunded in full within 24 hours of purchase and even compensated an extra shipping from Sears. (Documentation enclosed) There was no delay in refunding and we went above and beyond to try to resolve in a calm manner. However when a customer will not work in any manner to resolve and is screaming and threatening there is not much more any customer service rep or manager cando.