Right to return - Complaint handling

Aceboy884 on 13/12/2012 - 09:16

Hi,

Keen to get ozb member thoughts on a customer complaint.

Some items we sell are priced to clear, at times, the value of good is at or less than the postage cost.

Customer bought a iLuv flip case, after a week use, the brand badge came off and the customer asking for a refund.

http://www.gadgetsboutique.com.au/catalogsearch/result/?q=fl…

We sell these cases for $6, to send it back it will cost at least $5.

Since the customer claims the case is dodgy and would like a refund without return.

We offered a full refund if the customer destroy the case, by cutting it up in half.

To my surprise this was his reply

"I agree these cases are not the best of quality. but it's still useable. so, i'm not going to cut it. And I'm still requesting a refund or replacement. "

So enlighten me, why would the customer want to keep it AND expect his money back

OR replacement, which is even more bizarre, considering he/she think the case is sh*t

Thoughts?

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Comments

  • bluedufflecoat on 13/12/2012 - 09:27
    +4

    Maybe give a 20% refund if they refuse to destroy the case? It sounds like a small sum (and not a lot to worry about), but if he's happy to use it, then he shouldn't be getting a full refund… sounds a bit demanding. The 20% I'm suggesting is just a "goodwill" gesture…

  • leeroys_dad on 13/12/2012 - 09:28
    +1

    if the buyer wants a replacement/full refund, them they should be expected to return (on the seller's dime) or destroy it. because when the seller does the claim back to the manufacturer (which you probably won't do anyway), generally the numbers of circulating products don't match the amount sold minus returned. on the other hand, if the buyer wants to keep and the product is faulty, factor in item cost, shipping etc and the defective part and issue a refund for that portion. so if the product cost $6 and the case is still very usable and it's just cosmetic, I'd say it would be $2 refund TOPS. if shipping was included (which it looks like it is as you offer free shipping), that would probably factor into this portion making the refund $1.50

    keep in mind a happy customer goes a long way. keeps you happy and keeps them happy. for $6 it may not be worth worrying about

    • Aceboy884 on 13/12/2012 - 10:11

      For the price it's sold

      We are better off binning them.

      • postage cost = giveaway
  • Aceboy884 on 13/12/2012 - 10:09
    +1

    Thanks for the reply guys/girls

    The money not the concern, honestly

    But the principle,

    If we stuff up we will go our way to make sure it's rectified

    This person went as far as claiming we are selling fakes.

    Honestly what will one gain from selling a $6 fake iluv case…. Is beyond me

    Anyway, we suggested he should contact consumer affairs etc

    But his reasoning and logic just go around in circles

    I want to keep it and get my money back in full…..

    In my 10 years trading online, this person is one of a kind

  • tonyjzx on 13/12/2012 - 10:21
    +1

    just tell him to contact fair trading and let him deal with it

    for the money, he wont bother, dont do a refund

  • neil on 13/12/2012 - 10:26
    +2

    The customer sounds like a pain but you always get them in retail. In my previous job, if a customer is having an issue we send out a replacement or refund their money. This is what you probably should have done. Asking for a customer to cut their product up is just bizarre as is giving a partial refund. Now if it's a more expensive item, say greater than $100 then certainly worth getting the customer to send it back in but a $6 item? Surely your time or your customer service reps time is worth more than $6/time spent with this customer. Stick with your guns and factor returns as an unavoidable cost of business.

    • BuyoTheCat on 13/12/2012 - 10:32
      +1

      Neil is right.

      "As a gesture of goodwill, we will send you a new item"

      "gesture of goodwill " is a really useful phrase.
      Can i copy right it © or trademark it ® ?

  • retiredfeline on 13/12/2012 - 10:36

    I agree that this customer is a pain and inconsistent. However here's what he may be thinking: They are going to bin it anyway so why not get some use out of it before it goes into the waste stream.

    My suggestion: Write a nice reply congratulating him on being eco-friendly and say that as a one-off favour to the environment you will refund his money in full (but not offer a replacement).

    I think it's a one-off and as you say you don't encounter many of these inconsistents.

  • Aceboy884 on 13/12/2012 - 11:32

    But should a refund (if any) be given

    Just because the customer difficult

    Personally I enjoy debates, which is unusual for a sales rep

    • retiredfeline on 13/12/2012 - 11:38

      Maybe you're in the wrong career. :) Surely this has cost you more time than $6 will buy. Look at it this way: Assuming he's telling the truth that the case is broken, he's saved you the trouble of disposing of it and you're only out of pocket for the mailing cost.

      • Aceboy884 on 13/12/2012 - 11:44

        Lol

        Which is why we offered a refund for it being cut up

        My wife a lawyer, but she always win even when it doesn't make sense

    • drdolphin on 13/12/2012 - 11:39

      Yes a refund should be given; the product is faulty. It seems your choice not to have him return it (as it will cost more than the product is worth), asking him to cut it in half is bizarre.

      You should refund the money and either ask him to return the product (for which you should pay as it is faulty) or let him keep it. I can understand you're saying its not faulty as he wants to keep using it, but the badge coming off after a week means he is entitled to a refund. Its your choice whether you'll pay for it to be returned.

  • Aceboy884 on 13/12/2012 - 11:38
    +3

    I should also add

    This person originally thought it was somehow logical to compensate him $20 store credit because he "claims" it's fake

    This was the first email sent and a week later a photo was sent with the badge gone

    Whilst the case is shit, never had I had a badge fallen off with over 300 sold.

    You can't help but be suspicious

    Money no longer the issue here, it's the fact that people think they can get their way by being persistant

    There's a fine line between consumer rights and being (fill in the blank)

  • Natt on 13/12/2012 - 14:08

    I have to plead ignorant, but I would guess this is a "branded case" which has some value attached to the name?

    So its Kind of like a Gucci handbag where the Gucci badge falls off - but on a much cheaper scale?

    In which case loosing the badge changes the nature of the product - its no longer a iLuv flip case - its now a flipcase.

    After only a week, I would probably be asking you for a refund/replacement as well.

    Its not too much of a stretch for the buying to not want to destroy it - its no good returned to you.

    But why trash it completely out of principle?

    My best advice - refund & move along.

    You are stressing about a very small value product where the customer probably has a right to a refund.

    If you are really steamed up, ask him to return the case at your cost - if money is no longer the issue.

    He's probably suggesting a replacement as a compromise as you have not been able to agree on a refund.

  • Aceboy884 on 13/12/2012 - 19:02
    +1

    Hi Nat

    Fair point

    Thanks for taking time to write

    Sometimes when your caught in the middle of it all, you don't see both sides of the story

    Whether or not the reason for refund is as said above, I agree with the points made

    The fact you guys took the time to write with reason, made my day

    Sincerely, thanks again

  • Natt on 13/12/2012 - 21:48
    +1

    No worries Ace :)

    There is nothing wrong with being passionate - it's a sign of genius you know

    At least that's what I telling myself….

  • m0nkeycheese on 14/12/2012 - 20:33

    Say they need to return the item to get a refund.. They won't. Problem solved

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