Customer Stories 9

So I have another one for you! This one is kinda fun, but aren't all my stories? Anyway I digress, my story.
So the customer wasn't mine but I had to deal with the fun part. A woman had bought from us, but we didn't have it in stock so she had to wait for it to come in on the truck, it happens she understood. We gave her the estimated date for the trucks arrival. Key word people, estimated! I pointed out the word cause it is the key word here. Things happen beyond our control, truck drive gets sick or steals the truck (true story on both), the company we ordered from messed up the order... we messed up the order. Things happen.
Anyway the estimated date for the truck came, and the truck had been delayed by a day. So it wasn't coming. So The customer was called. She seemed to understand and we told her we would call her as soon as the truck did arrive and we would give her a couple of free pillows, she agreed. Yay! A customer that is understandable!
Well the customer was understandable, her mother not so much. Her mother called us a half hour later and I had the misfortune of answering the phone. I answered as I should for a business line, polite and willing to offer help. She started her side of the conversion with, "What the Hell? Why can't my daughter get her stuff?"
"Excuse me?" Baffled, not sarcastic that is important to clarify with me.
"My daughter ordered with you, told her she could get her stuff today and then called and said she couldn't. What kind of business are you running there?"
"Ma'am, as we already explained, the truck has been delayed."
"Well why can't she get her stuff?"
"Her stuff is on the truck, which has been delayed." Already my boss is shocked I still have my cool.
"Well then why would you tell her she could get her stuff today?"
"We didn't, we told her the truck is supposed to be here today. However it has been delayed and there is nothing we can do about that."
"Well no where is she going to sleep?"
"Where has she been sleeping this whole time?"Again no sarcasm.
"We threw that out!"
"Why she doesn't have the new one yet?"
"Cause you told her she was getting her stuff today so I had her throw out the old stuff!"
"So because you jumped the gun and tossed the old stuff, its my fault? Who tosses old stuff before replacing it? Could you explain that one to me?" Sarcasm in that one, big time. 
"This is some sort of scam! I am coming to get her money back."
"What? Why?"
"Cause we will take her business to a place that does what they say they will."
"Ma'am, we do. We apologized for the delay and your daughter seemed fine when we talked to her. In fact can I talk to her?"
"No, I'm coming for the money."
"No your not." The cool has left.
"Yes I am!" She yelled.
I didn't yell back, but I wanted to, "No your not. You can come but I am not giving you any money."
"So you're going to just plain steal from my baby?"
"No, if she wants her money back she can call us and we can work something out."
"Well then I'm coming for it."
"No your not, your name is not on the receipt so I refuse to give you the money."
She then proceeded to use many very vulgar words and my finger seemed to slip to the button where I hung up on her. I was after all in my right. She called back, yelling that I hung up on her and I said I wasn't going to be yelled at. She start swearing and screaming again and I hung up again. Phones are fun.
Half an hour later she called again. I politely answered the phone as I am supposed to. And she asked for me by name. I told her I was the one on the phone. She apologized for what she had screamed at me, and explained to me why. It seems she has that disorder where brain cells are missing and she only listened to every other word out of her daughter's mouth. She didn't hear the part where we had offered her free pillows for the inconvenience, or that fact that her daughter had agreed to it. She had heard, we are an evil business that is preventing her daughter from getting her stuff and holding her money hostage. My take on her words, not a quote.
Any way she apologized and I accepted it. As stupid as she is, she is a potential future customer. And she was, she had come in as a customer a few weeks later and I, being the professional and understanding business man made the other guy deal with her. Thanks for not reading!