So the other shoe dropped and the customer who had a problem with her coat came to the store. To recap she had purchased this beautiful coat in pristine condition and brought it to Las Vegas for New Years Eve. This was a special order because she had seen one that someone else had purchased and she demanded one in red which we had to special order for her and fight with the company to get it in time for her vacation. When she comes back she calls to tell us that she got ketchup on the coat and sent it out to the dry cleaner and that the coat was ruined and she wanted to return it. I have been investigating what the legalities and the customs of the trade are and no where does it seem is it my problem. She took the coat, stained it, did not bring it to a dry cleaner who knew how to clean angora and messed up her coat. How is that on me? Why should I have to pay for her mistakes? She enjoyed the coat and then her sloppiness got it damaged and she didn't take the proper precautions to clean it properly. Now she wants me to eat it. I don't think that's right.
Anyway she storms into the store on Saturday when we have a full store with the coat. The stain was on the inside bottom of the back of the collar. How she did that I don't know. She comes in with the same rap."You know I spend a lot of money in here and I feel you should do something." Now this implies a couple of things.
One is that we would blow off someone who only bought one thing in our store which is totally untrue. If someone buys something from our store that is defective we stand by it. Last season a woman bought a coat in which the lining ripped as soon as she wore it and we replaced the lining for her. The coats on that line also had buttons that came off as soon as you put it on. We told anyone who bought it about that and even cut the price by $20 so they could take it to the tailor to reinforce the buttons. We got crap for it on Yelp for being honest. But that's how we operate. We don't gauge people by how much money they spend. This woman got a lot of considerations for her patronage. She got a discount on the coat and a free scarf to wear with it for her holiday. None of that counts of course. We have to eat it and fix her mistakes.
The second implication is that she would not shop in the store anymore. Well we kind of know that she is not going to do that anyway. She has kind of poisoned the atmosphere. My wife treats her customers like family and helps dress them like they were her sister. You can't get that back when someone is trying to get over on you like this. So we really don't want her as a customer anymore. It's like a bad relationship. It's better to end it right now. It's never gonna get better.
The real icing on the cake is what she said. "I could still wear the coat, it's wearable but I don't like it anymore." Now she came bursting in the store like the Gestapo with her friend the judge who heard her say this along with several of our other customers who couldn't believe what she was trying to pull. All of these people are people I intend to call as witnesses if it comes to it. This customer is a lawyer and the next thing she said was that she came to us first before she called the credit card company to cancel the charge. Now that is a threat if I ever heard one. I called the credit card company and they said she doesn't have a leg to stand on but I fear it is going to go to court. Easy for her because she is a lawyer and doesn't have to pay for one. Plus her friend the judge will know whoever will hear the case and the fix will be in. But we can't give in and roll over. It just sucks and we are going to have to fight it out all summer. Not what you need when you are trying to survive in this economy.