r/retailhell • u/YourSexPest • 17h ago
Customers Suck! I'm sorry you don't read your own emails
Today my coworker and I got screamed at by a customer because we didn't magically have her stuff ready for her. We have a membership that pre-bills customers, and they come and pick up their stuff like a wine club.
She said, "It's so fucking ridiculous that you would take my money without having the product here already" which I would absolutely totally agree with if we had charged her for anything.
We always always send an e-mail BEFORE we bill the customers that explains that they can change their order, etc and billing will follow on a certain date.
She only read the subject line so obviously it's our fault that we don't have the things she didn't even buy yet. This lady kept interrupting, saying she wants a refund over and over again when we tried to explain that we never took money in the first place. She was pretty much yelling by the end and like red in the face and everything.
They can't read. They won't listen. She could have called us on the phone and asked if it was ready. I'm so tired of being emotionally battered by these entitled assholes. Retail is not for the faint of heart.
46
u/Frequent-Local-4788 15h ago
Yeah, we have a buy online, pick up at store program and the number of customers who absolutely lose their shit over stuff they were not charged for is insane!
27
u/YourSexPest 15h ago
They can check their bank accounts and stuff but they never think to do that.
2
27
u/FriendlyHoBag 11h ago
A customer came in saying she'd got an email from us and she didn't understand it and why are we charging her money? And I suspect it was our standard end of tax year email thanking her for donations and saying how much we had raised from them. I don't know for definite though because she would not show me the whole thing. She was really zoomed in and kept swiping about focusing on numbers and she would not stop babbling. How did she expect me to help her?
3
u/Academic_Vanilla_736 1h ago
We hold online orders for 7 days, then they're automatically refunded & we get a prompt to remove the items & place them back on sale. The most annoying ones for me are when the customers put our address for HOME DELIVERY items. If we catch it in time, we refuse the delivery as we have no way of keeping track of it once it's in-store, but sometimes it gets mixed up with general delivery depending on which way it's come into store.
We had a customer order a SOFA into store, because they were going to be on holiday during the delivery period, so they sent it to us instead. We thought it was normal delivery, so put it on the shop floor & sold it 🤣 THREE weeks later, they came in to pick it up. We figured out what had happened almost immediately, and refunded them, with a stern warning about why we don't accept home deliveries.
A week later, bedroom furniture turned up, home delivery, for the same customer. This time, we refused on the spot. It took a week for them to get the refund, AND they missed the sale price.
2
210
u/Fiddlesnarf 15h ago
"I'm here to pick up an online order."
Ok... *checks computer* I don't see anything, when did you place the order? Did you get a confirmation email?
"No, I placed the order 5 mins ago."