Friday, July 18, 2008
Reprise: Maybe being rude pays off
About 2 or 3 weeks ago I ordered a swim top from sears.com, ok the top was cool and stylish, its the halter tankini. I had it shipped 2 day mail. When it arrived it was the bottoms. I call customer service right away and was told to leave it out side and they would return it and send a new one. After 4 days or so of it sitting on the porch I called again and another lady said the other lady didn't know what she was talking about and I could take it into the store and return it plus shipping. Once I arrived there I think the 3 largest living brain donors were working. They could not return it plus shipping and once they called corporate they said they could only return payment on the item itself. So being a child of my father, I pulled a dad. Well I had pulled a dad several times during the process, but I remembered how I felt sometimes when my dad would talk to people and there was nothing they could do about it. I compare this to yelling at the secretary when the head guy did something wrong. I think its easier to yell at someone over the phone. One example of this is when I was talking to the 2nd lady she said that they were sold out and they couldn't send me one, so I sarcastically asked, "so you're telling me in less than 24 hours it has sold out?" she replied, "well yes mam," I then said "well I find that a little far fetched." she then lost her temper and I reminded her to not raise her voice at me and that I was the customer, who is ALWAYS right and she needed to show some respect. After the call ended my roommate Diane and I had a good laugh. Ok so back to the story, sorry for the tangent. When they couldn't make one complete thought at the store I returned home with the bottoms and fuming mad. The next day I went to UPS and tried to send it back, the lady there said that I would have to pay to return it. I quickly in my sweetest voice told her what had happened and she said she would try and send it back like it was delivered to the wrong address. When I went back to work I was ready to explode, so I wrote a letter to corporate. SO, the point of this story is today I received a call from sears, a real human this time and he was very apologetic. He said they had received the letter and wanted to make everything right so he said I could look forward to the entire purchase, including shipping, to be returned to my account and he would be sending a $30.00 gift card and the original top that I ordered. Trying to seem like I am a nice person, and not looking like I wanted a handout, I told him this was too much and at the time I was upset but that now it was water under the bridge and it was more for them to learn from than anything. He insisted and so I said okay. So, maybe being rude, or expressing what you really feel is good. It got results. Well the guy just called again. He asked if it would be okay if he just put the cost of the swimsuit on the card instead. I said great.