We had a customer come into the store today looking to do an exchange for a product they had bought a couple of days ago because when they opened the box a piece was missing.
Which is an easy enough fix (so long as we have the product in stock).
But something that the customer said gave me pause.
As they mentioned that they had gone to the store to the south of us.
But they stumbled over the name of the city down there.
And funnily enough...we have two cities in the valley that have similar names...and it could be understandable if they mixed them up.
So to double check I asked if they had gone to our store to the north of us.
To which they denied. Again repeating that they had bought the product from a store south of us.
Which.
The next store south of us is like a 4 hour drive away?
And the city which the customer named was only like twenty minutes away.
Which meant.
It wasn't one of our sister stores that the customer had bought the product from.
It was one of the competitor's.
As I know that they have a store down in that other city.
So I had to inform the customer that unfortunately I couldn't take their return because they didn't buy it from one of our sister stores. They bought it from the competition. And therefore they would have to return the product to one of their locations.
*shakes head*
The customer gave me such a look of confusion.
You could practically see the gears turning in their head as they tried to remember which store was to the south of us, and probably which store they were in. As for whichever reason people confuse our two brands all the time. *shakes head*
-Sarnic Dirchi
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