A friend just told me a story of a time she purchased a bedroll from Urban Outfitters (URBN). She was given a special plastic bag to put it in - a little longer than a regular-sized trash bag. Well, she accidentally ripped the bag and went to the store at the Aventura Mall in Miami to get another plastic bag. She didn't have her receipt with her when she asked the rep at Urban Outfitters for another bag. After all, it was just a plastic bag. However, she didn't expect the experience to turn like this:
"Hi, I'd like to get another plastic bag for the bedroll. I accidentally ripped mine."
"Do you have your receipt?" asked the rep.
"Well, no. It's at home in Chicago."
"It's just a plastic bag, you know."
"Yes, I know." <My friend thinks to herself - Exactly! If it's just a plastic bag, then give it to me!>
"Well, I'm not calling you a liar, but I don't know if you actually bought it or not," the rep said in a very rude tone.
How much sense does that statement make?
"If you want a plastic bag, then you're going to have to buy something to get one."
So my friend purchases a $2 item and takes it to another rep to ring up. She tells the rep the situation and he says, "Well, she is kinda right. We don't really know if you bought it or not."
Needless to say, my friend will never shop at Urban Outfitters again. As a customer service rep, you should never ever call a customer a liar directly or indirectly. And for Goodness sake, it's just a piece of plastic! No wonder the company's stock has made a downturn...
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