Another retail tail from exterous? Why not:
As a quick preface, yes I do understand the annoyance of those large arrival windows like "We will be there between 8am and 2pm" and there is always the classic 'installer being late for an appointment'
That being said, sometimes people are just plain stupid
I arrived at 4:34pm for an arrival window of between 4pm and 6pm (Not the use of only 2 hours for a window). Rang the door bell twice with no answer. Knocked loudly. No answer. So I got out my work order and called the home number listed. No answer again, but I left a message to the extent of "Hi, I arrived at 4:34pm for your 4-6pm appointment. I wanted to confirm your address of xxxxxx as there was no one at that residence when I arrived. Please call xxx-xxx-xxxx to reschedule your appointment."
I bit later I was back at the store loading up stuff for my next appointment when I got to take a call from the very same lady.
Lady: "Yes, I got a message that you had tried to delivery my tv at around 4:30?"
Me: "Uh, yes, that is true. Would you like to reschedule?"
Lady: "No, I am home now so you can come out and deliver it any time tonight."
Me: "Well, unfotunately, we are booked solid tonight so we won't be able to come back out."
Lady: "But its 5:35pm! There are still 25min left before the end of my 6pm arrival window."
Me: "Unfortnately, there is no way we would be able to get back out there in time to complete the rest of our appointments, but I would be happy to reschedule you for another date."
Lady *huffy* "Well, if thats the best you can do."
Me: *eye roll* "Let's see *looks at appointment list* Well, it looks like we are pretty booked up becuase of the super bowl. The next time slot I have available is from 6pm-8pm SUnday."
Lady: "But thats during the super bowl!"
Me: "Yes, I belive that would be the case."
Lady: "But I was promised the tv before then so we could watch it on our new tv."
Me: "I understand that and we tried to deliver it with in the time frame both you and the salesperson agreed on. Unfortnately you were not home."
Lady: "This is rediculious. I was promised this before the super bowl!"
Me: "Sunday from 6-8pm is the best I can do, unless someone else does not show up for their appointment. We can call you if that happens."
Lady: "Unacceptable. I demand to speak to the person in charge of scheduling."
Me: "Sure thing. Let me give you my direct number."
Lady: "I don't want to deal with you anymore."
Me: "But you said you wanted to speak to the person in charge of scheduling and that is me."
Lady: "Well, I demand to speak to your supervisor then."
Me: "Sure thing. He can't do anything with scheduling our techs but let me go get him for you."
SO I got my manager. As soon as he heard that she had an issue with scheduling he put me back on (he doesn't have codes for that - I do)
Me: "Hello again."
Lady: "Bah, I just want my money back!"
Me: "No problem. Lets see here...*clickety clickety* It looks like $1449 will be refunded to your card."
Lady: "Uh - I paid $1549."
Me: "Thats correct. It's is the $100 missed appointment/cancellation fee that makes the difference."
Lady: "What??!!"
Me: "You missed your appointment and now want to cancell. In those situations we charge $100."
Lady: "I did not miss my appointment. I was home by 530pm!"
Me: "Yes, but we came at 4:34pm, well within the 4-6pm appointment you and the salesperson agreed on."
Lady: "I am not paying the $100. I never agreed to that."
Me: "Actually, I have a copy of the terms and conditions form you signed when you were in the store. You should refer to item 9 regarding missed appointments and cancellation fees."
Lady: "This is a horrible way to treat a customer. I never read that form"
Me: *????!!!!!* "I am sorry you did not take the time to understand the form in the store before you signed it."
It goes on from there. Suffice to say 'she will never buy form us again' blah blah blah but we got our $100.
I don't understand why people think they can not be there for an "ARRIVAL WINDOW" and expect us to bend over backwards for them. ITS ONLY 2 HOURS!!! I can't think of ANYONE else who does that!
I also can never understand why people don't read things they sign
Cliffs:
-Lady missed appointment window
-Lady is pissed we can't come back till during super bowl
-Lady is pissed she can't deal with anyone but me
-Lady wants to return everything and gets more pissed about cancellation fee
-Lady didn't read terms and conditions regarding said fee but did sign the form saying she understood the terms and conditions regarding the cancellation fee
-Lady is stupid
As a quick preface, yes I do understand the annoyance of those large arrival windows like "We will be there between 8am and 2pm" and there is always the classic 'installer being late for an appointment'
That being said, sometimes people are just plain stupid
I arrived at 4:34pm for an arrival window of between 4pm and 6pm (Not the use of only 2 hours for a window). Rang the door bell twice with no answer. Knocked loudly. No answer. So I got out my work order and called the home number listed. No answer again, but I left a message to the extent of "Hi, I arrived at 4:34pm for your 4-6pm appointment. I wanted to confirm your address of xxxxxx as there was no one at that residence when I arrived. Please call xxx-xxx-xxxx to reschedule your appointment."
I bit later I was back at the store loading up stuff for my next appointment when I got to take a call from the very same lady.
Lady: "Yes, I got a message that you had tried to delivery my tv at around 4:30?"
Me: "Uh, yes, that is true. Would you like to reschedule?"
Lady: "No, I am home now so you can come out and deliver it any time tonight."
Me: "Well, unfotunately, we are booked solid tonight so we won't be able to come back out."
Lady: "But its 5:35pm! There are still 25min left before the end of my 6pm arrival window."
Me: "Unfortnately, there is no way we would be able to get back out there in time to complete the rest of our appointments, but I would be happy to reschedule you for another date."
Lady *huffy* "Well, if thats the best you can do."
Me: *eye roll* "Let's see *looks at appointment list* Well, it looks like we are pretty booked up becuase of the super bowl. The next time slot I have available is from 6pm-8pm SUnday."
Lady: "But thats during the super bowl!"
Me: "Yes, I belive that would be the case."
Lady: "But I was promised the tv before then so we could watch it on our new tv."
Me: "I understand that and we tried to deliver it with in the time frame both you and the salesperson agreed on. Unfortnately you were not home."
Lady: "This is rediculious. I was promised this before the super bowl!"
Me: "Sunday from 6-8pm is the best I can do, unless someone else does not show up for their appointment. We can call you if that happens."
Lady: "Unacceptable. I demand to speak to the person in charge of scheduling."
Me: "Sure thing. Let me give you my direct number."
Lady: "I don't want to deal with you anymore."
Me: "But you said you wanted to speak to the person in charge of scheduling and that is me."
Lady: "Well, I demand to speak to your supervisor then."
Me: "Sure thing. He can't do anything with scheduling our techs but let me go get him for you."
SO I got my manager. As soon as he heard that she had an issue with scheduling he put me back on (he doesn't have codes for that - I do)
Me: "Hello again."
Lady: "Bah, I just want my money back!"
Me: "No problem. Lets see here...*clickety clickety* It looks like $1449 will be refunded to your card."
Lady: "Uh - I paid $1549."
Me: "Thats correct. It's is the $100 missed appointment/cancellation fee that makes the difference."
Lady: "What??!!"
Me: "You missed your appointment and now want to cancell. In those situations we charge $100."
Lady: "I did not miss my appointment. I was home by 530pm!"
Me: "Yes, but we came at 4:34pm, well within the 4-6pm appointment you and the salesperson agreed on."
Lady: "I am not paying the $100. I never agreed to that."
Me: "Actually, I have a copy of the terms and conditions form you signed when you were in the store. You should refer to item 9 regarding missed appointments and cancellation fees."
Lady: "This is a horrible way to treat a customer. I never read that form"
Me: *????!!!!!* "I am sorry you did not take the time to understand the form in the store before you signed it."
It goes on from there. Suffice to say 'she will never buy form us again' blah blah blah but we got our $100.
I don't understand why people think they can not be there for an "ARRIVAL WINDOW" and expect us to bend over backwards for them. ITS ONLY 2 HOURS!!! I can't think of ANYONE else who does that!
I also can never understand why people don't read things they sign
Cliffs:
-Lady missed appointment window
-Lady is pissed we can't come back till during super bowl
-Lady is pissed she can't deal with anyone but me
-Lady wants to return everything and gets more pissed about cancellation fee
-Lady didn't read terms and conditions regarding said fee but did sign the form saying she understood the terms and conditions regarding the cancellation fee
-Lady is stupid
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