Journals
Friday,Jan 11 2008, 04:34:05 PM2008
Wowww, 2008 already!
And I have left my blog empty for so long hahaa Know that many friends out there wanna kick and whack me for disappearing so long.
Nothing much happened. My life is just about work work work and work. But there are always unbelivable customers' complains that make me wanna jump out of the building.
CASE 1
A lady bought a pair of heels from my store last july. After wearing twice, it snapped. She came back few days after xmas which was almost 5 months since she made the purchase. The heels were sale item some more. She claimed that it was our fault due to quality issue, asked for exchange/refund.
Of course I said no. We argued for quite some time and I offered to bring the shoes to cobbler out of goodwill and compensate 20% discount for her next purchase. This is the only solution that I can offer.
She: This is not a solution!!!! Why would I wanna buy more if the brand has such poor quality!!!??
I: This is about give and take. (WHAT THEN?? REFUND FULL AMOUNT TO YOU WHEN YOU BOUGHT THIS SHOE SO LONG AGO!!??? THIS CASE SHOULD HAVE BEEN CLOSED THE MOMENT I KNEW YOU BOUGHT IT IN JULY!!!)
If one dont wear a particular pair of shoe for long, it is very likely that the shoe will snap. So, am I suppose to monitor all customers to wear their shoes frequently. And please use some brains, why do you think that item is on sale?
Cause it is not popular. Cause it might have some imperfections. That's why there are sales! 5 months!? How to exchange/refund?? This is not electrical appliances where we have 1 year warranty!! Also, we cant control how customers handle the merchandises. Not that we are trying to shift blames here and there, but there are indeed some who are very rough in handling and damages the items with/without knowing.
Anyway, if the shoe is full price item and snapped within a month, I will be more than happy to exchange for her as it is according to the policy. The conversation ended in a very common and typical way: I want to speak to your upper management! So I let my boss handled her.
Conclusion: Do most customers really think super good deals always exist? Super quality, durable shoes on SALES for no good reason? Customers can exchange worn shoe after 6 months!!!!??????
What would you have done
if you were me? :) I will be glad to hear some suggestions from you guys haha
Apparently, many people do not have common knowledge that sales items are non-exchangable and refundable. Or maybe I should put it in another way. People do not have this common knowledge when they wanna have their way out. They will just try to find faults with everything that they can. Trust me.
Will blog more complains next time haha