Type: LIVE CHAT using PROVIDE SUPPORT
Website: DISCOUNT-MERCHANT.COM
Abstract: A customer called into complain that his item was not shipped to him in a timely manner. I took the chat for my customer service representative to find that this guy was a real jerk!

CUSTOMER:
Order #12075…hello..I paid for 3 day shipping and should receive my package today. I tracked my order and it says it’s due to be delivered tomorrow. I called fed ex..and they are telling me..more like friday…Upset, because I paid for 3 day shipping…can u help?

Welcome CUSTOMER! Your request has been directed to the Customer Service department. Please wait for our operator to answer your call.

Call accepted by operator Liz. Currently in room: Liz, CUSTOMER.

Liz:
[Tracking number provided]

CUSTOMER:
i saw that…i called…they said more like friday the 9th….it should have been here today…..I ordered on Sunday…3 days would be today…
CUSTOMER:
I have a problem paying for something (the shipping) that I dont get…
Liz:
It was picked up Monday, Fedex does not delivery on Sundays, so you have to receive it by Thursday, it will be really late if you get it by Friday.
CUSTOMER:
so do i get my shipping charges refunded?…even tomorrow is late…monday (1) tuesday (2) wednesday (3) thursday (4)
Liz:
The third day will be Thursday because it left Monday.
CUSTOMER:
wow….apparently I can’t count….Let me try again..ordered on Sunday (Day 0) Monday (day 1) Tuesday (day 2) Wednesday (day 3) Thursday (day 4)…did I miss something Liz?
Liz:
Fedex picks up on Monday evening, so Tues is the first day.
CUSTOMER:
Wish I would have known that when I ordered…I wouldnt have paid for 3 day shipping that takes 4 or 5 days…..Would you?
Liz:
No shipping occurs on Sunday. Most businesses are like that. We process orders on Sunday, which is better than all of our competitors.
Liz:
I’m sorry if there was any misunderstanding in that matter.
CUSTOMER:
What time Fed ex picks up on Monday is not my problem…or yours….so long as it gets to it’s destination on time….3 days..simply means..3 days..not four…not five…..
Liz:
Sir, the shipping transit time is correct.
CUSTOMER:
It was fair for me to pay for 3 day shipping..If I receive my package in 3 days…
Liz:
If you can show me a major shipping carrier that picks up on Sunday, I will refund your shipment. Only one carrier delivers on Sunday, the rest of the carriers use Sunday as a transit day for express packages.
CUSTOMER:
Liz….go back to where I counted Sunday as day ZERO…..I CAN COUNT
Liz:
This is our Knowledge Base article on shipping http://www.discount-merchant.com/kb_results.asp?ID=8
Liz:
You cannot count Sunday as zero. Monday is counted at zero.
CUSTOMER:
holy cow……nothing is getting accomplished here
Liz:
Today is Wednesday.
Liz:
Monday = 0, Tuesday = 1, Wednesday = 2. Did you pay for 2 day or 3 day shipping?
CUSTOMER:
Really….it’s Wednesday In California too
Liz:
Shipping is counted from the day it is shipped. We ship every day except Sunday.
Liz:
We are in California, just south of you.
Liz:
If you had paid for USPS it would have taken 1 day.
CUSTOMER:
It was shipped on Monday…..day one
Liz:
Monday to Tuesday is the first day
CUSTOMER:
this is fun……like talking to a brick wall
Liz:
If you’d like to talk to a supervisor, please give us a call.
Liz:
Or I can have a number for them to reach you?
CUSTOMER:
sounds like fun…go with the number……hopefully I can figure it out….told Im bad with numbers
CUSTOMER:
This is completely outlandish!
CUSTOMER:
Balderdash!
CUSTOMER:
Iniquitous!
Liz:
619-710-2637 x203
CUSTOMER:
no wonder…..rude San Diegans!
CUSTOMER:
Have a nice day Liz
Liz:
My manager will call you. Thank you, Michael.

Post Chat Survey
Comments: because the cust svc rep cannot count properly….
Politeness: 1
Proficiency: 1