In September 23rd, the customer contacted us to request a status update for her rug order, placed September 4th via our website. A representative put her on hold, called the manufacturer, and was told that the rug was on backorder until October 3rd. When he informed her of this, the customer asked...
why she had not been notified and stated that she should not have to make an inquiry call. The representative told her that we would have contacted her, had we been previously aware. The representative then asked if she wanted to go forward with the order or if she wished to receive a credit. She told him that she would give SCHOOLSin only until October 3r4 and if it was not shipped by this date, she was going to order from another company, The representative did inform her that if she did find it in stock at another company that she could call us back and we would credit her, but cautioned that another company may not be able to fulfill it either. The phone call ended congenially.
A short time later the customer called again and asked to speak with a supervisor. She proceeded to question our practice of collecting payment for a rug that had not yet been received. The supervisor explained that she had placed the order online and the payment is collected at the time as an industry practice. She informed him that this was unacceptable. He again explained that it is possible to experience unforeseen delays at a manufacturing facility and offered to give her a credit. She continued the conversation by saying the practice was "(expletive)". She then told the supervisor to "take the rug and shove it up his (expletive)" and stated that she wanted her "(expletive) money". At this time the supervisor credited her for the rug. She further said, "The money better be back in my account today". He told her the credit had been issued and the call ended.
Over the next 5 minutes the customer called back 4 more times and continued to question the supervisor regarding company policy. Each time he informed her that the money had been credited per her request and he had no control over the manufacturer's fulfillment timeframe. He did comment that her behavior was not becoming of a representative of an educational institution. During the final call she threatened to call her attorney and the supervisor told her that this was her prerogative, but that calling back repeatedly would not be productive.
As a company we treat our customers with courtesy and respect and strive to meet their needs. We likewise expect customers to extend the same courtesies. At no time do we expect our employees to be subjected to the use of offensive and abusive language. The customer's money has been refunded per her own demand. An apology will not be forthcoming.
In September 23rd, the customer contacted us to request a status update for her rug order, placed September 4th via our website. A representative put her on hold, called the manufacturer, and was told that the rug was on backorder until October 3rd. When he informed her of this, the customer asked...
why she had not been notified and stated that she should not have to make an inquiry call. The representative told her that we would have contacted her, had we been previously aware. The representative then asked if she wanted to go forward with the order or if she wished to receive a credit. She told him that she would give SCHOOLSin only until October 3r4 and if it was not shipped by this date, she was going to order from another company, The representative did inform her that if she did find it in stock at another company that she could call us back and we would credit her, but cautioned that another company may not be able to fulfill it either. The phone call ended congenially.
A short time later the customer called again and asked to speak with a supervisor. She proceeded to question our practice of collecting payment for a rug that had not yet been received. The supervisor explained that she had placed the order online and the payment is collected at the time as an industry practice. She informed him that this was unacceptable. He again explained that it is possible to experience unforeseen delays at a manufacturing facility and offered to give her a credit. She continued the conversation by saying the practice was "(expletive)". She then told the supervisor to "take the rug and shove it up his (expletive)" and stated that she wanted her "(expletive) money". At this time the supervisor credited her for the rug. She further said, "The money better be back in my account today". He told her the credit had been issued and the call ended.
Over the next 5 minutes the customer called back 4 more times and continued to question the supervisor regarding company policy. Each time he informed her that the money had been credited per her request and he had no control over the manufacturer's fulfillment timeframe. He did comment that her behavior was not becoming of a representative of an educational institution. During the final call she threatened to call her attorney and the supervisor told her that this was her prerogative, but that calling back repeatedly would not be productive.
As a company we treat our customers with courtesy and respect and strive to meet their needs. We likewise expect customers to extend the same courtesies. At no time do we expect our employees to be subjected to the use of offensive and abusive language. The customer's money has been refunded per her own demand. An apology will not be forthcoming.