Customer Relations Issue, Your Response Is Appreciated

[kh440]

I have to go with the masses. The original deal was nullified when this guy accepted the new offer. If you made your returns/refunds policy clear this schmuck doesn't have a legitimate complaint. You've done plenty.

 

[Epitome]

Our return policy is at the bottom of our website. We are a mail order company and use our site as the only place to advertise and see product. I can't say with any certainty that he knew our policy, I do know that he was very happy when he agreed to the transaction. I haven't had someone request a return after 10 days in more than 3 years, so it hasn't really come up. I am confident that we have been fair and reasonable about the time. I fully appreciate the input you guys are giving me. I don't view this fellow Buick enthusiast with any hostility, so name calling isn't really called for, I just think his anger is a little misguided.

 

[striker_29]

I can see strikeagles point about muddying the waters by giving the guy too many options after the mistake, I was kind of thinking the same thing at first. It does seem however that you went above and beyond trying to help your customer, and it seems he realized this, maybe even saw it as some kind of weakness. Now he's strapped for cash, and wants to take advantage of the situation. Sometimes, you as a business owner have to fire a customer, as they are simply not worth having. This sounds like one of those times to me.

 

[Epitome]

I'm curious about your initial "muddying of the waters" feeling, because I don't understand it and maybe it's me. There was a mistake and there were two very clear choices, either he would be immediately refunded or we could ship what he had already paid for with a big bonus as an apology for the mistake. Maybe my explaination is muddy, because the choices seem very clear to me. What do you think was muddy?

 

[SinistrV6]

You are COMPLETELY finished with this guy! I wish other businesses offered 1/10 of what you did after making a mistake.
You lose one customer (not likely if he's into GN diecasts, where else is he gonna get 'em?) so what? You lose him and 2 of his buddies, again, "So what?"

You've got a good reputation and it'll carry you over and beyond any damage this wishy-washy customer's "bad-mouthing" could do to you.

Hey, that's just my opinion.... I could be wrong. (with apologies to Dennis Miller)

 

[striker_29]

Originally posted by Epitome
I'm curious about your initial "muddying of the waters" feeling, because I don't understand it and maybe it's me. There was a mistake and there were two very clear choices, either he would be immediately refunded or we could ship what he had already paid for with a big bonus as an apology for the mistake. Maybe my explaination is muddy, because the choices seem very clear to me. What do you think was muddy?

I don't know how to explain it well myself, its just the intial gut feeling I had as I read your post. And as I said, I don't necessarily stand by that inital feeling, but could see strikeagles point. After the mistake, you 1.offered him a free car, 2.he said he would rather have something else, you agreed to that, 3.and then gave him an another piece on top of that. I guess thats just the first impression I got, when it could have just been "hey there will be a 10% (or whatever credit) if you stick to your order". After re-reading it, I realize your offer probably was crystal clear to both sides immediately, but seems possibly over generous thus creating a situation he might be trying to capitalize on now. Hope that made some sense, and I applaud you on your customer service!

 

[Epitome]

I guess I can see that Striker, but I can clarify. When he asked to switch to a different car than what I initially offered, we both already knew he'd be taking the order instead of the refund.