Served by the Customer

Annoying story that happened to me that started around 2 weeks ago and was just resolved yesterday. So pretty much the scenario starts when a customer named John, rings us up and asks for help with regards to a return of a pair of frames that he broke. Usually company policy states that the customer has to pay 50% or half of the total cost of the glasses to have them replaced if it is their fault or responsibility. The customer promised and agreed to help out with half of the responsibility so we started the return process.

That's when things got ugly.

First off, I asked for a picture of the damaged frames and a clear-cut definition of how the frames were broken. I gave him our email address to correspond with but he never sent what I asked for. He replied to a few of my follow up emails, but never really gave what I requested. It all boiled down to 2 weeks of disorganized communication and that really pissed me off, but of course I had to keep up that jolly demeanor I usually have when handling complaints ( I handle hot-tempered customers quite well :) )

So basically what happened was he never gave the pictures/description I asked from him and he called yesterday all mad asking where his replacement was. I tried to explain to him what had happened but he never really listened. He demanded that I supply him the replacements for free! So in other words, we were to shoulder ALL the cost instead of that person helping us with 50% of the work to be done.

I was really having a nice day :(

So in the end, since EyeBuyDirect loves to keep their customers happy, we processed the replacement for free ... I just love it when people get all worked up with some things that are really their fault but abuse their rights as a customer. I mean they think they can just always get away with getting things for free if they act all haughty and superior and ignorant of the situation.

I'm out, later.

Gabby