WAHM Forums

Hi all!


Just a little background: AHA allows 30 days for refunds and 90 days for exchanges for any reason. I've just received calls from two guests who have broken items. The first guest says her pizza server cracked while she cut on it for the first time. The second guest said she just used a bowl for the first time and it's cracked. The problem is that both of these items were ordered in April. We're well beyond the 90 days to exchange, and I feel like my hands are tied, but I really want my guests to be happy.


I make a very strong point of telling all my guests about our return/exchange policy and that they need to open and inspect EVERYTHING ordered IMMEDIATELY, even if it's for a gift to give months later or something that they won't use immediately. But now I have two ladies who still want me to exchange the items. They don't want refunds, they just want new pieces. But we're not Tupperware, and we don't offer a life-time guarantee. I feel like I am really letting these gals down.


One thing I could do is offer them to purchase a replacement item at 1/2 off on my next supply order. Do you think this would be sufficient? What other ideas might you have?


I don't want to spark a big "our company's return policy" debate. I know that some companies have better policies than others. Please just put yourself in my shoes, and share how you might handle this if you were in this situation.


Thanks in advance for sharing your ideas!

If you know that youstressed the inspection and return policy then it is not your fault. They should have taken you at your word. I think offering them the chance to repurchase for 1/2 is a good jesture on your part, but be firm about the return poilicy and that it was thoutoughly explained. I would also venture to guess the policy is also listed on the receipt you gave them, or some litereture they have from the company. You may also want to explain that your hands are tied, and could offer them a discount on a future order. People are usually very understanding about things, and if you make the effort to provide customer service, then I'm sure it will work out.

I posted on our HSS bulletin boards as well. It seems that the company may be willing to exchange the item even though it's outside the timeline. But like Kristie mentioned, I worry that doing this will create an expectation that I may not be able to hold up for long. I take the timeliness of these kinds of reports very seriously. As much as I wish I could just get these replacements, I also want them to take a little responsibility. I'm still not sure what I'll do.


Kristie, thank you so much for your reply.

Leah, I think a customer would understand 30-60 days expireation date is firm, but the " I can offer you a new one at X %offon my next order" is better than just saying "no". This way you are not out any money and they are usually happy. Don't pay for it out of your own money, just use your discount or whatever is available to you from the company.


Stores are very firm about the expiration date of returns why not your store?

Leah, you are in a crunch with these two ladies. I have had similar situations happen. If I were you, I'd order their items on the next party you have. And when they come in and you give them to them tell them, "I ordered you replacements. Since our exchange policy is 90 days, I did not have to do this. Please make sure these items are fine immediately because this time Ican notreplace them for you. You'll have to go through the company and abide by their policies. I hope you love it and I appreciate your business and your patience." I know it's the principle of the matter, they should have listened to you when you told them about the policies and done what needed to be done. But, truth be told, bad things travel faster than good things and wether they are right or wrong, if they get aggravated about not getting new items they will tell everyone they see. Therefore, that's why I would replace their products for them. You'll get sales credit for it and at a discount and it will be a tax deduction as well. So there are good things and they will give you good word of mouth as well.


Don't worry about everyone thinking they can do what these ladies did. If someone asks you about it, tell them you did that one time and one time only. You had to pay for that out of your pocket and from now on your customers will need to notify you of problems before the exhange/refund period expires.


Just my 2 cents. Hope it all works out for you whatever you choose to do. Take care and God bless!!!!

Krystal,


I'm so tempted to do that! But we're talking about $70 in product. I just don't know if I can do that right now after I just invested in some business-building tools, and new glasses, too. smileys/smiley2.gif OMG, I just have to say this, even though it's totally off-topic. My glasses were $400! smileys/smiley5.gif Now, I know I have probably the worst pair of eyes in the world, but $400?! smileys/smiley19.gif

LOL, bless your heart. It's ridiculous how much glasses and such cost. I can't wait til the Lord blesses me with this $10,000 from Petra so I can get Lasik, oh to wear pretty sunglasses again!!!!


I know how product can get expensive, believe me, when you are trying to take care of someone in this type of situation. That's why I suggested putting the order in on someone's party that you have coming up. That way, it just comes out of your profit. Or do you buy ahead of time and carry inventory for cash and carry and not submit orders in a party format to the company? If so, then I can see your dilemma. I guess I just automatically assume everyone else does orders the same way I do, which is silly to do since there is such a huge variety of ways companies do business.


What happens in my situations like this is I put the orders in on a Hostess's party so there is automatically a 25% discount since that's what I make off an order and when Petra debit's my account for the party total the 75% cost and such just comes out of my profit from the other orders. It ends up helping out that current Hostess as well which not only gets the prior customer happy but makes that current Hostess rave about doing parties with me because I just helped her get another no-telling what amount worth of merchandise. And it counts towards my sales for the month which in turns helps me earn the Car Cash Bonus.


I don't know Leah, I probably sound like such a goofball about this. I just tend to look at the blessings in every situation. If I didn't, I'd go crazy, LOL. I can promise you this, if you do go above and beyond for these ladies when you don't have to, you'll get a blessing back for doing it because you are doing it out of the goodness of your heart. And ultimately, that's what the Lord wants us to do in our lives. I don't know how much money I have spent or lost out on doing things that weren't "required" in this business but you know what? The Lord has taken care of everything and provided above and beyond and I know that part of that is because I was good to people who, in most people's eyes, totally did not deserve it. But it felt good helping them anyway.


It boils down to what you can afford to do. If you can swing losing some profit on one party to take care of these ladies, that's what I would do. But if you can't, all you can do is help them the best way you can. Either way, you are doing something wonderful because you don't HAVE to do anything at all!!!


God Bless!! Let us know what you decide to do!

I completly understand about the glasses and unexpected expences! I wear no-line progressives and even with cheapie frames they are very expensive, which I have to get new ones today. smileys/smiley11.gif


I do agree with what was mentioned in an above post about store return policies. When was the last time you could return somethng that broke to a store several months after it was purchased? Usually that only works if the customer has a gift receipt so they can at least say they were not ware when it was purchased, but I received it on __ date. I know the outlets around here are very firm about a 30 day return policy, and I noticed last night even Wal-Mart has signs posted about 30 and 90 day return policies for merchandise! I certainly do understand your delima though. Like I said, maybe meeting them half way and being genuine in your concern for their situation will sooth over any hard feelings.

I was only able to get ahold of one of the ladies last night. For her, the piece that broke came as part of a package deal. She wasn't even too keen on having it, but wanted the other parts of the package. She seemed disappointed that we don't guarantee our HomeWares. I explained that while we are not like Tupperware, we do allow the three month period and reminded her that I do urge all guests to full inspect products immediately. I admitted that I learned something very valuable through this. Not only should I tell people to inspect items, but they should also USE them in the manner for which they are intended within 90 days. So if it's bakeware, bake with it within 3 months, just to be sure. She seemed to appreciate the fact that I was learning something in this process as well. While she didn't take me up on the 1/2 off offer, she did agree to do a book show! smileys/smiley17.gif I feel a little bad because she'll essentially have two home party offers open at the same time, so this morning I am sending her a thank you card with a special offer in it for her. I hope this will help keep her excitement for her book show in November.


Thanks for all your input! I still have one more contact to make, and hopefully she'll be understanding as well.

Just a final update. The second guest completely understood the timeframe and was thrilled to hear she could get the entire set for 1/2 next month. She had given away one of the three, and with one cracked was down to one bowl. So she seemed thrilled to be able to get all three at 1/2 off. I'll have to sneak an extra little thank you in with this one. She's always been such a great customer.


Thanks for all your advice and input given for this situation. It's great that we have a strong network of business women here.

Leah, I am glad everything worked out for you and your customers.

I would call your company and talk to them. You never know if they will replace it or not. I've had people ask about things I'm unsure of, and I will call Home Office. Sometimes they surprise me.


Best of luck!


Debbie

Debbie, I did call. This was the best for this situation.