Archive | July, 2013

Customer Service – Unintended Consequences Part Deux

25 Jul

My wife loves to shop….  However, she does not like ‘returns’.  That’s my job.  It works quite well, actually.  When the clerk at the service counter asks what the reason was for the return, I just shrug my shoulders and say “I’m just doing what I’m told”…

Before my wife left to spend some time with her sisters, she left me with three returns, Target, Payless Shoes and some little boutique place called “White House/Black Market”.

In all three cases, these were recent purchases and I had the receipt….

Here were my experiences:

 

White House/Black Market :

WH/BM:  “Do you have the credit card that was used for this purchase”

RTR: “I’m sorry, no.  It was my wife’s card”

WH/BM: “Well, we can’t do a refund without that exact card.”

RTR: “What are my choices?”

WH/BM: “We can give you store credit, or you can come back with the card”

Not knowing whether or not my wife wanted store credit, I left.

 

Payless Shoes:

PS:  “Do you have the credit card that was used for this purchase”

RTR: “I’m sorry, no.  It was my wife’s card”

PS: “Well, do you have another card that you and your wife both use?”

RTR: “Yes” (handed her the card)

Not ‘optimal’, but the clerk was thinking on her feet and I was able to complete the return.

 

Target:

T:  “Thank you, sir.  The refund was processed to your wife’s card”

Done and done.  Took maybe 5 seconds.

 

Question for you, loyal readers.  Which store will I continue to frequent, and to which store will I NEVER RETURN!

 

Final note.  Adjacent to the Service Counter at Target, there are trash cans, and a recycling bin for the shopping bag that I used to bring in the return.

It’s the little things that make or break customer service…

 

-RTR