I will point out now that they still have their old fridge, which is in working condition. The customer turns an interesting shade of red.Ĭustomer: “That… that is outrageous! That will absolutely not work! You expect us to live without a fridge for a week?” You would think I had kicked their freaking dog. I did notice that is currently out of stock on this model, so it will be another week or two before we can deliver. For your inconvenience, I can offer an even exchange. Me: “While normally you would need to pay the price difference, I understand how upsetting this is. It will be over two weeks before can deliver.
As I’m double-checking that I have the margin to make the discount, I notice something: it’s backordered.
I know the often goes on sale for $1,800, so I am safe to give it for the same price. It’s not our fault that you sent us a faulty product! Now we have to wait, and it’s frankly insulting that you’d even imply I should pay the difference.” You’d save $200 if you kept the, and you’d still end up with the same fridge.”Ĭustomer: “I know that! I don’t care I am never having another in my home ever again. Me: “Sure, we could do that exchange, but I wanted to make sure that you’re aware that actually makes our side-by-sides. makes the side-by-sides, and this happened to be the exact twin model. But here’s the catch: it’s the exact same fridge. A friend recommended it to them, and all of the reviews and industry ratings look great. They have picked out a new fridge, a, which retailed for $2,000. Their lives have been turned absolutely upside down by this horrible tragedy. They come to the store and tell me their tragic tale. has insulted their very existence! They will never buy again! Normally in these cases, the delivery team would automatically set up a next-day delivery for a working one. It arrives, and unfortunately, it’s a lemon. I was a commissioned salesperson, but I was senior enough that I had an approval card and would handle general customer service issues.Ī customer and his wife buy a side-by-side refrigerator for $1800. Our store was in a more affluent area, and out of all of the stores I worked in, this one had the most entitled customers. The company was in decline, but it was still the largest retailer in large home appliances. This happened back in 2012 at a now-dead big box chain that anchored malls.
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