Catalogs are different.  We “have no way” to remove them from our catalog list.  So, we are to “pretend” to take their information, tell them we will remove them and get them off the phone with a smile!

Never mind the paper that we are wasting for someone that no longer wants our catalog.  Never mind that there may be laws out there governing that when someone states they want off a mailing list, you DO it!!!

Well, let me explain why she wants a refund and what our management said to her…  She was informed after she placed her order that we did not have what she ordered in stock.  She made another choice of color and assumed we were going to do her order.  A month later the person that does the personalization puts a note in the order that she is indeed still waiting on the NEW color item to come in and personalize.  The customer was not ever called in this time frame.  The product was then produced a week later and it was shipped.  As I said, it was shipped three weeks AFTER her event.  THEN it wasn’t even delivered.  Something with the post office or something, but she still hasn’t even gotten it yet.

You know what our manager said?  “It clearly states on the website that we do not offer refunds on personalized items”.  So, this lady gets no refund and has product that is useless to her.

Nice!