ChefBeckyD
Gold Member
- 20,376
I posted this on another thread, but for background I need to repost it here:
This customer happened to be my neighbor, so when she got her order, she came over to ask me about it. She ordered the platter & knife set, the ddb lid, and the bread crock. The bread crock did not come, and it wasn't on the packing list. I checked online, and on the shipping page, it showed that the bread crock was in the order to be shipped, but on my IPT, it wasn't there. Even stranger was that the amount she was being charged for the remaining 2 items (According to my commissionable sales on IPT) did not equal any combination of the items ordered, with or without her host discount.
I called HO - and the customer (non) service rep did her best to just get me off the phone as quickly as possible. First, she said - "Oh, well it is out of stock so it was deleted from her order." I asked her why it was still on my website, and on the PC Website as available, and her response was that she must have ordered it before the website was updated, and it was not in stock then. I told her that the crock was on there before the update, however, the customer had ordered after the update - so that couldn't be the problem. I then pointed out to her the discrepancy in what was being charged, and she said "oh, we just gave her a little extra discount I guess"...like that was an answer that I should be satisfied with!
She really tried to get me off the phone without putting in an adjustment for the crock - and was quite ticked off when I insisted that my customer wanted the crock, and if it was still available that an adjustment needed to be made so that she could get it. She was then going to charge her the $6.75 in shipping again to ship the crock, and was audibly doing heavy sighing when I asked if the shipping could be waived since it was an adjustment to an order she had already placed. Her last words to me were (and this is said in a rude, snippy tone) "I am not going to guarantee that she will get it - it still might not ship." Which then had me concerned that she wouldn't do the adjustment right. Now, we just wait to see if Julie gets her crock.
This whole time, my neighbor was sitting next to me, listening to this conversation. I was doing my best to be calm and professional....and the customer service rep was being anything but that. What if my neighbor had been the one to make the call instead of me? Would she have gotten the same run around and attitude? When I got off the phone, her comment was "Wow - I can't believe it was that much trouble just to find out about a missing crock!"
The follow up to this is that I then got an email that said this:
Dear Becky,
Thank you for contacting The Pampered Chef. Item 1420 ordered by Julie StXXXX is not available and we did do C/A for $7.42 for that item.
Marlies Woldeit
Solution Center Representative
The Pampered Chef, Ltd.
The Pampered Chef, Ltd.
And today - FedEx delivered the Crock to her.:grumpy: Now, the amount had been credited to her card, but then was charged to my debit card. The amount was taken away from my commissionable sales, and also from my incentive points.
I still think the rep I talked to on the phone had a bee in her bonnet, and was just being difficult to be difficult.....so I'm not really sure what to do or who to talk to. I want to be credited for the sale, and want the incentive points (plus - with the 2 shows I'm submitting this week, it puts me over $1500 for the It's In The Bag deal!).
What do you think is the best way to get my $ and points back? Should I call Career Solutions about this?
This customer happened to be my neighbor, so when she got her order, she came over to ask me about it. She ordered the platter & knife set, the ddb lid, and the bread crock. The bread crock did not come, and it wasn't on the packing list. I checked online, and on the shipping page, it showed that the bread crock was in the order to be shipped, but on my IPT, it wasn't there. Even stranger was that the amount she was being charged for the remaining 2 items (According to my commissionable sales on IPT) did not equal any combination of the items ordered, with or without her host discount.
I called HO - and the customer (non) service rep did her best to just get me off the phone as quickly as possible. First, she said - "Oh, well it is out of stock so it was deleted from her order." I asked her why it was still on my website, and on the PC Website as available, and her response was that she must have ordered it before the website was updated, and it was not in stock then. I told her that the crock was on there before the update, however, the customer had ordered after the update - so that couldn't be the problem. I then pointed out to her the discrepancy in what was being charged, and she said "oh, we just gave her a little extra discount I guess"...like that was an answer that I should be satisfied with!
She really tried to get me off the phone without putting in an adjustment for the crock - and was quite ticked off when I insisted that my customer wanted the crock, and if it was still available that an adjustment needed to be made so that she could get it. She was then going to charge her the $6.75 in shipping again to ship the crock, and was audibly doing heavy sighing when I asked if the shipping could be waived since it was an adjustment to an order she had already placed. Her last words to me were (and this is said in a rude, snippy tone) "I am not going to guarantee that she will get it - it still might not ship." Which then had me concerned that she wouldn't do the adjustment right. Now, we just wait to see if Julie gets her crock.
This whole time, my neighbor was sitting next to me, listening to this conversation. I was doing my best to be calm and professional....and the customer service rep was being anything but that. What if my neighbor had been the one to make the call instead of me? Would she have gotten the same run around and attitude? When I got off the phone, her comment was "Wow - I can't believe it was that much trouble just to find out about a missing crock!"
The follow up to this is that I then got an email that said this:
Dear Becky,
Thank you for contacting The Pampered Chef. Item 1420 ordered by Julie StXXXX is not available and we did do C/A for $7.42 for that item.
Marlies Woldeit
Solution Center Representative
The Pampered Chef, Ltd.
The Pampered Chef, Ltd.
And today - FedEx delivered the Crock to her.:grumpy: Now, the amount had been credited to her card, but then was charged to my debit card. The amount was taken away from my commissionable sales, and also from my incentive points.
I still think the rep I talked to on the phone had a bee in her bonnet, and was just being difficult to be difficult.....so I'm not really sure what to do or who to talk to. I want to be credited for the sale, and want the incentive points (plus - with the 2 shows I'm submitting this week, it puts me over $1500 for the It's In The Bag deal!).
What do you think is the best way to get my $ and points back? Should I call Career Solutions about this?