Help me with this please!
We sell music books, including pieces and exercises for graded music examinations. A week ago a customer came in and asked to buy a set of exam pieces and exercises and tests for her son's exam. My colleague grabbed the relevant books for her and the lady bought all of them.
Today, about a week after the purchase, the lady called and complained that we gave her one wrong book. The book in question was "supplementary exercises from 2009". There was a newer book "supplementary exercises from 2011". These were basically the same, but they contained different pieces. Both could still be used for her son's exams. (Because these were just 'supplementary' pieces meant to give people more stuff to practice)
The new version was slightly smaller and was about 1.50 dollars cheaper. The customer wanted to change to the new version plus get the 1.50 dollar refund. However, we have a no return policy, and she was giving me hell today about how it was not fair and that she was given wrong information. She said she specifically asked for the "latest version", but my colleague said she did not specify that she wanted that version.
This lady keeps calling and won't give up. The thing is, if she had asked nicely in the beginning, I would have tried to do something for her. But she was hostile right from the beginning. What would you do in this situation?
I've met this lady in person and she was a very difficult person. She had come in before and when she did not know which book to buy, she asked to use our office's phone instead of her cell phone to call her son's teacher (to save money -- she claimed that her cell phone was not working -- which was totally not true as she immediately afterwards took a call on that cell) Then she kept pestering everyone to give her a special discount. Come on, this isn't a flea market where you can just do that!
I said I would talk to the manager and call her back, but the answer is still the same, and I know she's going to go on and on about how it's not her fault. Can I just say "I'm sorry, ma'am. We have a no return policy and simply can't do it. Bye."?
I suck at this.
Note: Actually I understand that the ideal situation would be that my colleague had said "We have two versions, which one would you like?". I would want that if I were the customer. But still it's not like the lady was given an outdated version that was unusable... >_<