Unhappy Customer

Hi. Signed up for this quite a while ago and forgot about this site until I got an email recently about it. Yes, I've been looking for ways to make extra money other than from working a full time job and this seems to be a great platform for it. I have been doing different things but haven't made any substantial money yet to be able to even quit my full time job, which is my dream. I don't have a problem working, but working full time hours, that is taking a lot of time away everyday from doing what you actually like to do. Anyways, I got a call today from an unhappy customer who wanted to get her refund for a furniture set that is poorly made and cost like $1000. I told her we can schedule a pick up for the item from the front of her house but she was not able to bring the item to the front of the house and didn't want to pay someone else to do that and thinks that it's the company's fault to give her a poorly made item in the first place and threatened to sue the company about it. She also thought that I am very unprofessional and thinks that I should be fired for not able to help her more. I was just receiving directions from someone higher than me regarding her concerns and just relaying her the messages. But she was really upset about it and with me. So, I scheduled a call back with a supervisor.

Anyways.. I just feel kind of frustrated because I feel like I am being stuck in the middle because I can't do anything more for the customer. There were other incidents like that too where I feel like I wanted to help the customer more but I was told there wasn't much that I can do. She thinks that I should be fired for not able to help her and will report me. So, I am not sure if I will get terminated for that.

It's just a sad situation. What she wanted is for us to refund her the money she paid which is $1000 and have someone go into her backyard to pick up the item but I was told we can't schedule someone to go inside and can only pick up from in front of her house. I personally think that we should be able to get someone to go inside to pick it up or at least have that kind of service available for customers who can't disassemble it and bring it outside. I know that will make things easier for the customer. If I'm the CEO of a company, I would accomodate the guest's request as long as it's reasonable which her request does seem reasonable to me and not unreasonable. I wish companies can do that too.

Here's more story about it: At the time of the call, I had consulted a specialist who had been there longer than I am. He has said that we don't offer services to go inside the house to pick it up. That's why I thought we don't have that kind of services to offer her. But then I asked another specialist about it and she mentioned there is a different kind of service that we also have that could go inside the house to pick it up. So, I wonder why the first specialist didn't tell me that because that would make all the difference for the customer and which is what the customer wanted. I did put down my notes about it for the case which was assigned to supervisor callback in the hopes that the supervisor could offer that to her. My 3 days off started since then, but I'm pretty sure the supervisor would have called her back already. Anyways, that's the story.