it was a very very difficult moment.
since at first we told the customer it will take no more than 3 weeks, then we keep pushing back the DOA, the customer was kinda getting annoyed cos we keep pushing it back.
and the worst part was the supplier kept telling me the sunglasses will come thus i guarantee the customer he will get it but it's just a matter of time.
eventually one day he came to the store again and i called the supplier in front of him, (which i had just called the supplier the day before) and the CS told me that model is completely discontinued.
i heard that through the phone and look at the customer, who's standing right in front of me waiting me to tell him the new DOA.
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with an extreme disappointed face i told the customer "I just got a very very bad news from the supplier, all the sudden they told me this model is no longer available, i told them there's an order number and they told me the it's the factory decided not to make this anymore..."
then i follow up with 50+ apologies, explaining to him i am even more frustrated than him.
eventually we found couple other options to him and of cos we gave him a very very very good price, almost at cost.
i am not sure it's because he's been waiting for too long or he kinda expect this sh!t is going to happen. he was calm and did look for another pair with us.
problem solved.
but yes, it was embarrassing.