Customer Service Failure - CaddyDaddy

Rod Dunlap

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Albatross 2024 Club
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Location
Gilbert, AZ
I had to share this story as sometimes I don't know where we go wrong and thought some of you would enjoy.

As many of you know we do our best to take care of ALL customers but yesterday I ran into a beauty.

Received an email from a customer stating they ordered 2 women's gloves in RH but needed the LH and asked about our return policy.
Rather than making them send the incorrect gloves they ordered back for an exchange I sent the following message.

No problem we'll send you the 2 LH gloves tomorrow via USPS and no need to send the RH gloves.
Maybe you can use the RH gloves in the colder weather:).

Received this secondary response: I need your return policy.
Responded: No need to send the gloves back we'll send the LH gloves out. Just keep the RH gloves for the cold.

About an hour later received a call from this same customer upset because they didn't approve the second FREE shipment we sent.
Tried to explain we were being over the top nice and that no return was needed and no charge was made. We simply sent out 2 new gloves on our dime.

Customer still upset - told me she didn't appreciate the smiling emoji in our response.
I was at a loss of words. Call abruptly ended.
 
This would only happen to you @Rod Dunlap. CaddyDaddy has been nothing but amazing everytime I’ve interacted with you and your team.

Appreciate all that you do going over the top for you customers and the fantastic products you put out for us!!
 
This would only happen to you @Rod Dunlap. CaddyDaddy has been nothing but amazing everytime I’ve interacted with you and your team.

Appreciate all that you do going over the top for you customers and the fantastic products you put out for us!!
I think it happens to everyone unfortunately. I'm just lucky enough to share the craziness here!
 
I had to share this story as sometimes I don't know where we go wrong and thought some of you would enjoy.

As many of you know we do our best to take care of ALL customers but yesterday I ran into a beauty.

Received an email from a customer stating they ordered 2 women's gloves in RH but needed the LH and asked about our return policy.
Rather than making them send the incorrect gloves they ordered back for an exchange I sent the following message.

No problem we'll send you the 2 LH gloves tomorrow via USPS and no need to send the RH gloves.
Maybe you can use the RH gloves in the colder weather:).

Received this secondary response: I need your return policy.
Responded: No need to send the gloves back we'll send the LH gloves out. Just keep the RH gloves for the cold.

About an hour later received a call from this same customer upset because they didn't approve the second FREE shipment we sent.
Tried to explain we were being over the top nice and that no return was needed and no charge was made. We simply sent out 2 new gloves on our dime.

Customer still upset - told me she didn't appreciate the smiling emoji in our response.
I was at a loss of words. Call abruptly ended.
😆 Bless you, Sir.

I mean can you do anything but laugh at that point?
 
lmao that’s quite amazing.
 
You just can’t make some people happy. How dare you send something for FREE
 
Sometimes there is no pleasing some people.
 
I read that title without seeing who wrote the thread. I was rolling up my sleeves all ready to fight it out with somebody.
Keyboard warrior
 
I had to share this story as sometimes I don't know where we go wrong and thought some of you would enjoy.

As many of you know we do our best to take care of ALL customers but yesterday I ran into a beauty.

Received an email from a customer stating they ordered 2 women's gloves in RH but needed the LH and asked about our return policy.
Rather than making them send the incorrect gloves they ordered back for an exchange I sent the following message.

No problem we'll send you the 2 LH gloves tomorrow via USPS and no need to send the RH gloves.
Maybe you can use the RH gloves in the colder weather:).

Received this secondary response: I need your return policy.
Responded: No need to send the gloves back we'll send the LH gloves out. Just keep the RH gloves for the cold.

About an hour later received a call from this same customer upset because they didn't approve the second FREE shipment we sent.
Tried to explain we were being over the top nice and that no return was needed and no charge was made. We simply sent out 2 new gloves on our dime.

Customer still upset - told me she didn't appreciate the smiling emoji in our response.
I was at a loss of words. Call abruptly ended.
Maybe she lives in Phoenix? 🤷‍♂️
 
Sometimes customers can be real jerks......But i wouldn't know anything about that

(Praying Rose and Fire employees don't see this)
 
People are just amazing...................makes me so glad I don't have to work with or deal with the public.
 
That is one of the craziest things I’ve ever heard
 
@Rod Dunlap

Tom Delonge Wtf GIF


All I got….. your CS team is first class. Just don’t understand. Keep those unprofessional emojis to yourself….

😂😂😂😂😂😂😂😂
 
What in the Karen!?!??!
 
Damn, someone wasn’t going to be happy till they were right :LOL:
 
You can’t make this stuff up. Some people just don’t understand. People make me shake my head and wonder how they function.
 
I had to share this story as sometimes I don't know where we go wrong and thought some of you would enjoy.

As many of you know we do our best to take care of ALL customers but yesterday I ran into a beauty.

Received an email from a customer stating they ordered 2 women's gloves in RH but needed the LH and asked about our return policy.
Rather than making them send the incorrect gloves they ordered back for an exchange I sent the following message.

No problem we'll send you the 2 LH gloves tomorrow via USPS and no need to send the RH gloves.
Maybe you can use the RH gloves in the colder weather:).

Received this secondary response: I need your return policy.
Responded: No need to send the gloves back we'll send the LH gloves out. Just keep the RH gloves for the cold.

About an hour later received a call from this same customer upset because they didn't approve the second FREE shipment we sent.
Tried to explain we were being over the top nice and that no return was needed and no charge was made. We simply sent out 2 new gloves on our dime.

Customer still upset - told me she didn't appreciate the smiling emoji in our response.
I was at a loss of words. Call abruptly ended.
Internet sales. It’s an always changing different world and there will always Karen’s who f**k it up for everyone, wait for it….🙂
 
Sounds like they didn't actually want the replacements... but used that as an excuse to ask about a return policy. Not sure how they can be mad... when you did what they said they wanted.
 
Love the products and the CS. Just cracks me up to read how angry people get especially when they are being taken care of.
 
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