Ask for a Manager if Customer Service Fails
I ordered a bag of food and some chews for my dog from an online store. A box was delivered but I didn’t think it was that since it was so small. Then I got an email that said it was delivered. So, I looked and it was a small box. I knew the dog food wasn’t in there so I figured a note would be in there telling me it’s still coming.
Nope – a box of cans of cat food was in it. I called and explained. Customer rep said she acknowledges the frustration but cannot offer a refund and the order is considered completed. I said that is stealing because the dog food was over $70 and certainly the cat food wasn’t that much. She said she has no choice but to end the call. I told her I needed to speak to a person higher up and not hang up. So, she put me on hold.
A guy came on and said he got all the notes from her, and I said she was rude telling me I would not get a refund and was going to hang up on me. I told him I have no cat. He said he will generate a refund and put $10 in rewards to my account for the angst. He said I need not return the cat food (now I need to find a friend who has a cat).
Until I see the refund I won’t shop with them. I need more food in a couple days, but I’ll go to a different store. I don’t know why some rep would say what she said – that was so unprofessional.
Always ask for someone higher up to talk to. The organization typically cares about keeping customers happy.
PR
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