【Updated at 19:20】
A retail dispute circulated on the Internet today, causing heated discussions among some netizens: an ice cream shop said on its FB page last night (3rd) that it received a complaint from a female customer via WhatsApp that she bought 3 balls of ice cream at the Shatin branch. , it was explained in advance that the ice cream needs to be provided separately, and the clerk charged her 141 yuan. Afterwards, she found that 3 balls of ice cream only cost 83 yuan. She was dissatisfied with the store’s “I didn’t ask any questions, just charged me $141.” ingredients”, “no difference from black shops”. The owner explained that if the customer explained that they wanted to serve ice cream separately, the clerk would regard it as “three single balls” instead of “three ball ice cream”. La”, “I’m a customer if I have more money than I have left.” There was a problem with questioning the owner’s attitude. Afterwards, the customer also suspected to have blocked the owner’s WhatsApp. The store owner replied that they had always hoped to explain the incident so that customers would understand, “We operate a small store and hope to make customers happy and satisfied, but not customers are always right.” Many netizens expressed their support for the store, and questioned that the customer did not understand the general rules of the restaurant.
afternoon,The store will post on facebook again, expressing that the victim has apologized both publicly and privately, and hoped that “everyone will let him go and scare him away.” The store reiterated that the incident was just a misunderstanding, and the tone of the store owner’s reply was also influenced by emotions and was not the best. “I hope everyone will calm down.”
Customers claim bad attitude from store
This incident originated from the ice cream shop around 11 o’clock last nightI published it on the special pageMultiple screenshots of WhatsApp conversations, expressing hope that everyone will comment. According to the communication records, the incident is expected to happen last night. At 21:13, the owner of the Shatin branch received a customer saying “I want to complain”, “Is there any way to make a complaint?” After 8 minutes, the store asked the customer to explain the details. The customer then said that he would buy 3 balls of ice cream at the Shatin branch at around 9:00. “I want to pack 2 cups and a cone separately.” $6 is a special flavor charge from one of the balls of ice cream.
After a while, the customer found out that the 3-ball ice cream was charged 83 yuan, and the clerk explained that the size of the ice cream would be different, “But if you ask your staff, you just charge me $141 without asking any questions?” The customer also thought that the store had a “bad attitude”, ” There are deceitful elements and I can’t explain it clearly”, disappointed, and pointed out that “it’s very rare for me to live in the same house as a businessman. I go to Shatin to eat, and when I see ice cream, I think about buying food for children! I know you are no different from black shops.”, He also said that he wanted to share the incident with the neighbors on facebook.
Store: The clerk got “three single balls” and instructed the customer to question “you have to pay for whatever you like”
The store owner replied about 20 minutes after the customer expressed the complaint, saying that the store would put the “three-ball ice cream” in a “banana boat” container, and the “three-ball ice-cream” would be about 25% less than the “three single-ball” ice cream. , “If the customer tells us to pack it separately, we will treat it as three single balls, not three balls of ice cream.” The store also pointed out that if a customer asks for 3 balls of ice cream without specifying the cup size, the clerk will ask whether it is a “three ball” or “three single ball” ice cream, but if there is a description of the cup size, it will be regarded as an ice cream. “Three single ball” processing.
After the customer received the reply from the store owner, they said, “You can say whatever you want.” Then they said, “Your staff is so impatient.” His 3 balls and sizes are not the same as microphones, so he speaks differently, completely hea me.”
The owner later explained that they did not imagine the product to deal with customer complaints, and stated that they did not overcharge, just as many restaurants have similar charging methods, “A bowl of fish balls and a bowl of beef balls are not the same as a bowl of fish balls and beef balls. The price is also different for the portion. If you buy three cups with the three of you, of course we will make it according to your order.” In addition, the store also pointed out that it did not overcharge the issue of takeaway cups. Regarding the attitude of the staff, the store Said that he would learn more from the clerk and strengthen the training.
After receiving the above reply from the shop owner, the customer said, “Your attitude is so problematic, you are talking!”, “It’s not a good thing for you to ask your shopkeeper to work with you, and I’m better than Zuo Qian. As a customer, it is your responsibility to follow up on my complaints and answer my objections, not to talk nonsense, but to speak out with the customer with such an attitude!”
“It’s not your fault, we have to admit that we have a problem.”
The shop owner replied to the customer after 40 minutes. He first mentioned that the customer had already accused the shop owner of being a black shop, having a bad attitude, and deceitful elements before he got any reply, “I didn’t have time to explain anything, I’ve already made a lot of trouble than you. Ashamed,” and he just wanted to explain the details of the product, no ill words. The store continued to point out, “Our small store operation aims to make customers happy and satisfied, but it is not the case that customers are always right.” If customers have misunderstandings, the store can explain them; the store is also responsible to the staff. They can’t be blamed for their mistakes, “It’s not your fault, we have to admit that we have a problem.”
The owner said that he had read the CCTV footage when the customer was present, and “the staff were not warmly entertaining, but they were not in a bad attitude.” As for the takeaway cup, the owner said that the customer “required after 8 minutes after buying the food.” If you want two more cups”, there will be an extra charge according to the store’s practice. The shop owner finally pointed out that he does not want to see unhappy customers, and he will understand the incident and explanation when he receives a complaint. We have tried our best to explain. If you don’t accept it, we will try our best.” The conversation record shows that after the owner sent the last reply, the message stayed in the “single tick” state, and the store was estimated to have been blocked by the customer.
Netizens accuse customers of being unreasonable
After the store announced the incident on Facebook, most netizens expressed their support for the store. Some netizens thought that the customer did not understand the general rules of the restaurant. Are you scared to buy three rice dishes and tell the staff to pack them into three boxes?!” Another netizen thinks that customers should see the charges clearly in advance, “I don’t know how to blame others, and make trouble without reason”; Internet writer “Uncle Potato” He even left a message saying that the advertisement of Andy Lau’s service attitude “teached how many people”. However, there are also netizens who believe that there is still room for improvement in the store’s attitude, and they can reply in a milder way to avoid aggravating customers’ emotions.
