I recently ordered a pair of boots (online) from Avenue. I figured since I needed a wide width, they would fit perfectly. Or at least better than the ones I was going to buy from Kohl’s.
I ordered the boots, yes, taking a risk that they would not fit. The boots came in, I tried it on, and of course, it wouldn’t zip up my calf. I was bummed. This had been a l-o-n-g ten days of waiting for ‘the perfect boot’ to come in. Thanksgiving had made the ten days even longer. I called customer service to authorize a return.
The customer service representative I spoke to was super nice. She noticed that I had been shipped a ‘regular’ medium size, and told me she could exchange them for a wide width. (Which is what I ordered.) Since it was their mistake, she would waive the shipping fee. Great! Or so I thought. When the representative ordered my correct boot, the system told her it was out of stock. She told me I could return them for credit. I mentioned that I used two coupons on the order, and got a really good price. I asked if I could just get another style, and she said yes….then she mentioned that because I was doing this, I would have to provide the coupon codes again. Shouldn’t she have the codes I used on my order? I knew I didn’t have them. The representative then commented on how I saved 70% on the boots by using two coupons, but she couldn’t see the codes. I told her that I loved and appreciated the fact that two codes could be used at once. She said she liked that, too. To make a long story short, the original coupon codes couldn’t be added or seen by her, so I had to be transferred to customer ‘care’.
The lady who answered through customer care was right to the point. No playing around with this one. Ok, lady, if that’s the way you want it, two can play this game. She told me that she would process a new order, then when I shipped the original boots back, they would be credited to my account. So basically we started from scratch. I mentioned the coupon codes, and lady #2 says, “I see in your original order, you used a code for $15 off a $30 purchase, with FREE Shipping”. I questioned that. I paid for shipping. (I know, shocker, right!? But I got a great deal, so paying the $6 didn’t matter.) She said my order had to be $30 after coupons to get the FREE Shipping. Ok. She said she could apply the coupon to this order. Ok. I questioned, Now what about the second coupon? She said, “There was no second coupon. I am showing you got $15 off your purchase.” I corrected her and stated that there were indeed two coupons used. The lady says, “Ma’am, you are not allowed to use two coupons. If you do, your order will not go through because it is not allowed through the ordering system.” Oh yea? 😉 I said, “I’m sorry. I did use two coupons. One was for $15 off, and the other was for 40% off.” Again, she argues that I used only one. I could feel the steam coming out: I said in my nicest tone ever, “I am not going to argue with you, nor am I telling you that you are wrong. In fact, you know more than I do, by looking at the order on your screen as we speak. I am telling you that two coupons were used on this order.” After a two second pause, she says, “OH, I do see that you received 71% off of the boots, and two coupons are listed.” Thank you. She said, “I will apply them both. Your order will be delivered by December 10. Is there anything else I can do for you?”
Lesson to be learned: Don’t be rude to customer service representatives. They know what they are talking about….Once you argue your point.