Post by davejs on Jan 4, 2010 19:14:04 GMT -5
People order necklaces from our website. My wife makes them and then we ship out. Occasionally, we receive emails from customers saying that the necklace was broken when they received it. Namely the clasp came apart. So, tell me... how in hell does a necklace come apart in shipment. Am I missing something here? This just happened this week and we have encountered this perhaps 3-4 times each year.
How do I tell people that I know that the necklace came apart because they ordered too small a size and it snapped when then tried to pull it together to fasten the barrell clasps. They would have to yank pretty hard because we use the finest 'beading cable' (Beadalon 7-strand).
I know that the people don't want to order another, but I do allow them to ship these back and we re-strand them and send them back to the customer. Well people.... I want to inform the world that I do not believe your story that the necklace was broken when you received it. NOTE: These necklaces were not shipped to Kelly BUNDY (Married with Children).
Now, would you acknowledge to them that it was quite conceivable that the necklace could have been broken in shipment and when they return it, they'll get a replacement. OR would tell them that you/I find it hard to believe that a necklace could break in shipment but you/I would replace it. OR Would you tough-luck Charlie them by explaining that it is impossible for this to happen.
Anyhow. I ALWAYS give them the benefit of the doubt and allow them to send it in and we replace it. I do tell them that I can't understand how the necklace would break in that manner.
We all are business professionals and we have to give them leeway in order to get repeat business AND of course, we can make good profit margins on SOME of our products nonetheless. However, where (if at all) would you draw the line. I don't think that I have ever had problems returning products I have purchased that were broken when I received them. But then again the potential for actual breakage is high. Actually, I don't order too much anyway.
How do I tell people that I know that the necklace came apart because they ordered too small a size and it snapped when then tried to pull it together to fasten the barrell clasps. They would have to yank pretty hard because we use the finest 'beading cable' (Beadalon 7-strand).
I know that the people don't want to order another, but I do allow them to ship these back and we re-strand them and send them back to the customer. Well people.... I want to inform the world that I do not believe your story that the necklace was broken when you received it. NOTE: These necklaces were not shipped to Kelly BUNDY (Married with Children).
Now, would you acknowledge to them that it was quite conceivable that the necklace could have been broken in shipment and when they return it, they'll get a replacement. OR would tell them that you/I find it hard to believe that a necklace could break in shipment but you/I would replace it. OR Would you tough-luck Charlie them by explaining that it is impossible for this to happen.
Anyhow. I ALWAYS give them the benefit of the doubt and allow them to send it in and we replace it. I do tell them that I can't understand how the necklace would break in that manner.
We all are business professionals and we have to give them leeway in order to get repeat business AND of course, we can make good profit margins on SOME of our products nonetheless. However, where (if at all) would you draw the line. I don't think that I have ever had problems returning products I have purchased that were broken when I received them. But then again the potential for actual breakage is high. Actually, I don't order too much anyway.
