 | Home > Off Topic > when the customer gets it wrong but it's your fault? |
 
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| theorangebandit Member Since: 03 Jun 2013 Location: Stowmarket Posts: 862  |
That's incredible, only occasionally have I had issues when ordering things and I've always approached with the query rather than acted like that !
Id struggle to remain professional in response |
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12th Aug 2015 5:14am |
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| GREENI Member Since: 22 Aug 2010 Location: staffs Posts: 10381 
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I had a woman on the phone so furious, she was in tears...
She ordered something for 'next day' delivery. It turned up at 8AM, she complained because it was guaranteed before 1PM. She was out walking the dogs when the post arrived and thought it was a disgusting service. I said 'most people would have been happy with that kind of service'....she started screaming and slammed the phone down! I worked in the cycle trade for around 15 years, I could go on forever about stuff like this !! |
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12th Aug 2015 7:25am |
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| Flyingfocrs Member Since: 12 Jan 2015 Location: Deepest darkest Aberdeenshire Posts: 155  
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You would be amazed at the tone of some emails we get.
Some people just go straight on the offensive usually without even explaining what the problem is and so many times there isn't actually a problem on our end they either haven't read a description correctly or haven't checked all the packaging. The number of times someone will say part x isn't in the order, usually a small part so it's been stapled to the invoice so it doesn't get lost in the packaging. Or they haven't read the description correctly or think that if they get something that looks like what they need but is cheaper it's your fault when it doesn't fit! No its because you've ordered the wrong part. Also the cryptic one liners like i want a part i've seen on your website will it fit my car? umm what part and what car might help I have a clear disclaimer in the customer comments bit - we cannot action delivery instructions. Yet still people put "if not in leave in brown bin behind shed." Again these are not exempt from WTF moments like If not in leave at my grans! - I don't know your gran never mind where she lives! If not in leave at no27 but not at 25 cause he's an arsehole! one that did make me chuckle though was - if not in leave in boot of the white triumph herald i should point out these happenings are few and far between, also I don't sell any land Rover or defender parts so not trying to promote anything.  Last edited by Flyingfocrs on 12th Aug 2015 9:33am. Edited 1 time in total |
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12th Aug 2015 9:27am |
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| Go Beyond Member Since: 30 Jan 2012 Location: Headcorn, Kent Posts: 6678
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We have a customer at the moment who has ordered a part that has a couple of options on colour, we've emailed him 5 times in 4 weeks with no response and finally had an email from him 3 days ago asking where the part had got to, emailed him straight back explaining that he needed to give us his colour choice and still no response !
I've resorted to writing him a letter and posting it today  |
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12th Aug 2015 9:33am |
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| GREENI Member Since: 22 Aug 2010 Location: staffs Posts: 10381
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I had a guy order a £7k bike on line, in the comments box, it said 'if no one in, leave by door'!!!
After the initial alarm bells of fraud going on.. it turned out to be a gent on 'the rich list' !!! |
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12th Aug 2015 10:01am |
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| BuckBlu110 Member Since: 19 Apr 2014 Location: in the pub Posts: 712 
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My Mrs works in retail, and I hear of stories like this every time she gets back from work. Never ceases to amaze me how ridiculous people can be
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12th Aug 2015 12:40pm |
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| JJ Member Since: 18 May 2009 Location: Winchester Posts: 932 
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My favourite one from my delivery days was a note saying " if not in please hide in hedge " ! I wasn't sure how long I should hide there.
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12th Aug 2015 1:20pm |
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| Projectblue Member Since: 22 Nov 2011 Location: Devon Posts: 1096 
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I once took over from a distraught colleague who couldn't deal with a woman because she was being so rude to him.
In a nutshell, she effed, jeffed, and accused us of some very underhand and illegal practices with her mobile phone. When I questioned this, she told me I was stupid, that she bought it the day before, that we must think she was an idiot pretending we don't know her. It took me a while in amongst all the anger coming at me to realise what had happened. Then it clicked. "Madam, are you saying that you believed we sold you a cloned phone on purpose?" - her "of course you moron". I just said "We don't sell Phones, we sell software and computers. We are Software Warehouse. You need Carphone Warehouse". There was a moments silence then she just hung up. No apology, nothing. I shook my head, put the phone down and quietly wished for her to get a urinary infection so she could get really upset.  New project and it's green: www.projectoverland.info |
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13th Aug 2015 11:13pm |
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| Flyingfocrs Member Since: 12 Jan 2015 Location: Deepest darkest Aberdeenshire Posts: 155
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It is amazing the number of people that do go straight on the offensive without even finding out a few basic details first.
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14th Aug 2015 3:47am |
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| munch90 Member Since: 26 Oct 2013 Location: guildford Posts: 3558
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mate works/owns a tyre shop he said when he retires he is going to write a book called THE PUBLIC with all the stupid things people ask
like" can you remould my tyres while I wait " I had one the other day " my car doesn't need spark plugs as its petrol injected " there is oil dripping off the gearbox you fitted , i take a look its coming from above the gearbox , they say but its dripping off the gearbox you fitted , I say im afraid its gravity I cant stop that happening replacement engine looks the same as one removed , my awsner " if it looked different it wouldn't fit ! " stuff has been moved in my boot " your spare tyre is in the boot if you want it checked we have to move everything to get at it " my glove box has been opened , yes your service book was in there car is in workshop on ramp look for locking wheel nut key , ring customer , I keep it in kitchen draw I know where it is then car fails mot " but I need it for work " don't let your mot run out then that noise is still there , you never mentioned a noise it was booked in for service , doesn't a service fix everything then , |
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14th Aug 2015 7:07am |
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| leeds Member Since: 28 Dec 2009 Location: West Yorkshire Posts: 8580
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There are customers and there are non customers.
After a Peterborough show got a phone call from a guy complaining about LED's not working. Odd I thought, what is your invoice number I did not get an invoice Odder I thought we normally give invoices for high value items What exactly did you buy and how much did you pay for them 10 LED bulbs for £99 Well you did not buy them from us. Yes I did. NO, you did not as we have never sold them! Or the non customer who phones you up whilst out and about. "I have bought a tent from you and it is faulty, I want a replacement one under warranty" Sorry to hear that, please email us photos and your details and we look at sorting the problem out" Odd name does not ring any bells and he is not on our customer data base! Photos come through one tiny screw is missing. Turns out he has bought tent second hand so warranty does not apply! Sent out replacement screw, but he does not fill confident in replacing it. As a goodwill gesture if you send us tent at your expense I will replace the screw and the return carriage is at your expense. Reply was that will cost us money, will ruin your reputation on the internet. He did not understand that warranty applies only to original purchasers. Then there are people who do not understand exchange rate flucuations, different VAT rates, importing from abroad ex VAT then get customs hitting you with VAT and other charges. I can get my mate to make one cheaper, OK no VAT to pay, no business rent, rates, insurance, no wages and probably knocked off material. Yes we have been approached by people offering us goods for sale ' boss allows me to make them at work using scrap material etc' Sorry no thanks. Thinking what you mean is you are using the bosses equipment, electricity and raw materials whilst be paid to do your real work' Dealing with the 'public' can be 'amusing' Brendan |
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14th Aug 2015 8:39am |
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| Flyingfocrs Member Since: 12 Jan 2015 Location: Deepest darkest Aberdeenshire Posts: 155
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I think a big problem is people assume that all internet traders are massive multinationals like Amazon and we are all millionaire business men.
Truth is I am a small family business and certainly not a millionaire. |
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14th Aug 2015 10:04am |
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| custom90 Member Since: 21 Jan 2010 Location: South West, England. Posts: 20339
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And there is being called on the phone any hour of the day any day of the week like you are Sainsburys.
Also open 24/7 even if your a small business like its a drop in centre when ever convenient. |
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14th Aug 2015 10:20am |
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| tookaphotoof Member Since: 18 Mar 2013 Location: dordrecht Posts: 1279  
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I generally don't like people complaining about bad service about a specific company on the internet but the same goes the other way around.
Also, I try to avoid ordering from companies that like to complain openly about customers. |
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14th Aug 2015 11:14am |
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