I’m a senior supervisor in a popular ‘adventure wear’ store in the UK. Most of our customers are reasonable humans, few are not. Monday afternoon my manager and I were finishing off a new display at the front of the store when a lady in her mid 60’s came in and approached us. She started the conversation saying “I’m not happy”, which we all know is going to turn out great... She explains she bought a pair of walking trainers from us at the beginning of last summer and that she wore them almost every day with no problem but now (almost 10 months after purchasing) the sole was peeling away from the front part of the shoe.
As my manager inspected the shoe I asked a few simple questions regarding the care of the shoe- ie how was she drying them if they got wet (if wet shoes are placed in an airing cupboard or under a radiator it can damage the glue- always best to dry naturally) to which she said they didn’t get wet. Sure. My manager explained to the lady that the shoes were ‘very well worn’ and that was apparent due to the tread on the bottom of the shoes being nearly worn flat. Because of this there wouldn’t be anything we could do as the shoes had obviously been worn out, simple as that.
The customer said this was “RIDICULOUS” so I said I would fetch a display pair of the same shoe to show her the comparison... At this point the lady declared very loudly “THIS IS APPALLING CUSTOMER SERVICE. I WILL NEVER SHOP HERE AGAIN” and “THIS WILL GO DOWN WELL ON SOCIAL MEDIA” Er, yeah bye then!!
Who really thinks they can wear things for 10 months then bring them back?!