Customer Struggles with Return Process, Finds Resolution In-Person (Full Transcript)

Speaker 1: Hi, I've been trying to get in touch with your office to return these, but nobody seems to be answering the phone.

Speaker 2: Have you tried emailing us?

Speaker 1: Yes, I have emailed. Okay, well that's all you can do.

Speaker 2: You have to email it through and someone will get back to you when they can.

Speaker 1: And what would be the time frame that they're meant to get back to you?

Speaker 2: Well, it's up to them. That's not in my department. I can't help you. You need to do it online.

Speaker 1: So is there someone that you might be able to ask that would be able to assist?

Speaker 2: Can't help you. It's all done online within our online team. I don't know what more you want me to do.

Speaker 1: Is there, maybe you could ask somebody if they could help with this?

Speaker 2: Well, no, because I'm the only one here and I haven't had lunch and I can't leave. So you're just going to have to go back online, wait for someone to call you and go from there. This isn't my area. If you want to buy something, I can help you.

Speaker 1: Okay. This is terrible customer service. Is there not a manager or someone that I can talk to?

Speaker 2: We do have an online chat room that you can lodge a dispute with, but I don't have anyone here that you can speak with.

Speaker 1: Okay. Well, I'll need to follow this up with someone then. Thank you for not being helpful. Okay. Great. Thank you so much.

Speaker 2: That's not a problem. Have a lovely day. Bye. Hi. Hi. How are you?

Speaker 1: Good, thanks. How are you? Good, thank you. I'm just wondering if I could return this, please. I've bought one for my husband on the weekend and he's already received it. So is it possible that I could get a refund for that? Yeah, absolutely. Had you lodged something online yet? I did, but nobody seems to have gotten back to me yet, so I thought I'd just pop into the office.

Speaker 2: Okay. Sorry about that. Usually our turnaround is 24 hours, but I can definitely help you with that. Okay. Great. Thank you. Okay. I'll just look up some of your details here. What was your name? Cherie Montgomery. Perfect. So you've got a refund on the weekend with a credit card, and would you like that refund back onto the credit card? That would be wonderful. Wonderful. Thank you. I can take care of that from here and you'll receive that within 10 business days. Is there anything else I can help you with?

Speaker 1: No. That's wonderful.

Speaker 2: Thank you.

Speaker 1: Perfect. Have a great day. You too. Bye.