Some people do try in on

Collabora

A few days ago i had a customer come back to return a faulty item, which i was all for and about to refund them when i noticed a part broken off which was not what he stated was the fault, so i asked the customer about this and got back 'i had to break that off the get it back into the box', so my reply was well you broke it so no refund, he than got angry saying he was going to call Trading Standards and the police. I told him go on then, i can give you their direct numbers if you want, but what you told me has been recorded. he then just left, still waiting for TS and/or the police to contact me.

Takeaway_Addict

Are you in retail and would the supplier not have taken it back due to its original fault?

Seems a bit narrow minded by yourself if they could because you have effectively lost a customer.

Collabora

Takeaway_Addict wrote: »

Are you in retail and would the supplier not have taken it back due to its original fault?

Seems a bit narrow minded by yourself if they could because you have effectively lost a customer.

yes retail and they admitted breaking it, so who's to say they just broke it and their is no fault. the item would fit in the box without breaking it.

Takeaway_Addict

Collabora wrote: »

yes retail and they admitted breaking it, so who's to say they just broke it and their is no fault. the item would fit in the box without breaking it.

Absolutely, but if your supplier would have taken it back anyway then surely it would have been better for you to have refunded him on this occasion so that he may purchase from you in the future.

If he repeatedly came in with broken items then fair enough but I think you shot yourself in the foot personally.

Collabora

The item was a Doll that cries and moves its arms. the customer stated that it would not cry and arms were slow. 9/10 it would have just been a battery issue, but the customer had physically snapped off one of the arms, which he stated he had to do to get it back in the box, the even with arms fully out it would fit in the box.

I suspect the Doll had been given to a child and they broke off the arm and they thought they would try and get it replaced.

JReacher1

Do you routinely record your customers? I know people use cctv but that tends to be picture only!

Still good on you for holding your own. Customers do like to try it on!

Collabora

JReacher1 wrote: »

Do you routinely record your customers? I know people use cctv but that tends to be picture only!

yes only pics, but it worked, but if you have the funds, you can also get CCTV that will also record audio these days.

It was clear he was trying it on, no way was i going to accept a item they admitted breaking. if it was returned saying it did not cry and slow movement i would have refunded customer as no longer have this item and i would have checked batteries and if it was them, just replace them and stick it back on sale

Fosterdog

I had a similar thing a few weeks ago with a customers laptop, reported the fault as BSOD. I was about to get it booked for diagnosis and repair under warranty/SoGA when I opened the lid and there was a cracked screen.

Customer then said the BSOD caused the screen to crack, customer was then sent on his way (after screaming at me). Basically he had broken the screen, there was an obvious point of impact almost dead centre and also keyboard damage in same area so most likely closed the lid with something between the two, he made up the BSOD fault just to get it fixed free.

Collabora

Yes with me selling toys i have learned what is a fault and what is user damage. Most faults i can fix myself and resell the goods, even goods where they say batteries cant be changed, if you know what you are doing you can change the batteries

bethl79

Yep I used to work at customer service desk, some people will try anything. The worst I had was a man came in to complain that his girlfriend had bought the wrong pack size of pregnancy test kits - she had bought a single instead of a double pack. She had used the single test, despite this he wanted to return it and exchange it for a double - he genuinely couldn't see what the problem was, got very irate!


So glad I don't work in retail anymore!

Collabora

bethl79 wrote: »

Yep I used to work at customer service desk, some people will try anything. The worst I had was a man came in to complain that his girlfriend had bought the wrong pack size of pregnancy test kits - she had bought a single instead of a double pack. She had used the single test, despite this he wanted to return it and exchange it for a double - he genuinely couldn't see what the problem was, got very irate!


So glad I don't work in retail anymore!

but as Takeaway_Addict says by not doing as the customer wanted you have most likely lost that customer for ever.

Did it bother you, the customer i turned away with a flea in his ear never bothered me as i knew i was in the right