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From: yeepers
Date: 05-20-2003, 11:18 AM (1 of 9)
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So I have this customer who ordered a monogrammed item from me. I have a policy of no exchanges/returns on monogrammed items. I specifically followed up with her to confirm that all the details of the monogram were correct to which she sent an email back stating that YES, all details were correct and thanks for checking. Now I get a call from her saying that the initials were in the wrong order. What to do? -Yee
Two Turtles |
User: yeepers
Member since: 03-29-2002 Total posts: 52 
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From: luvmymunchkins
Date: 05-20-2003, 12:37 PM (2 of 9)
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Well, I would redo it, although I don't have a business. Is there a small fee you could apply for having to redo it because of her mistake? I think that would be fair. Leticia |
User: luvmymunchkins
Member since: 04-28-2003 Total posts: 32 
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From: Chrysantha
Date: 05-20-2003, 03:44 PM (3 of 9)
I think if you have documentation showing that she said it was correct, then she's at fault ( NO the customer is NOT always right) and if she wants it re-done, then she needs to pay to have it re-done. You stated your policy to her and she understood ??? Then it's on her head not yours. If shes a good customer, then I'd give her some kinda break, but if it's a one time thing, then I'd be hard pressed to give in. (but I'm the type that hates people who won't take the blame for something THEY did.) 
Chrys
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User: Chrysantha
Member since: 09-06-2002 Total posts: 2414 
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From: LeapFrog Libby
Date: 05-20-2003, 06:14 PM (4 of 9)
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I don't mean to throw a monkeywrench in the works, but how did the order of the initials happen..?? You know some people just want initials in straight order-- lcb instead of a real monogram which would be l B c--- I capitalized last initial because I can't illustrate what I mean otherwise.. Now, if this is the kind of thing that happened, then maybe both are a little at fault... I'm just saying that this might have happened.. Don't get angry with me, please... 
Sew With Love
Libby |
User: LeapFrog Libby
Member since: 05-01-2002 Total posts: 2022 
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From: yeepers
Date: 05-20-2003, 07:22 PM (5 of 9)
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Hey Libby....whose going to yell at you? Nope...I only offer one monogramming option and it's very clear...specifically broken down on the website as First/Last/Middle And then I actually went through the trouble of contacting the customer to verify the initials and that they were in the correct order which she confirmed. So...I kinda think there's really only one person at fault. Hmmmmm.... -Yee
Two Turtles |
User: yeepers
Member since: 03-29-2002 Total posts: 52
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From: MissMinx
Date: 05-21-2003, 06:04 AM (6 of 9)
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Hey, Yeepers, did your customer 'speaker the english'? You know, when they don't quite understand, they keep nodding their head thing?
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User: MissMinx
Member since: 02-14-2003 Total posts: 140 |
From: yeepers
Date: 05-21-2003, 08:36 AM (7 of 9)
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Definitely! She even has a Masters degree. Tells you about the state of the higher level of education. It's sad really. I mean, I try to take care of all my customers but it's very busy at times and I just don't have the ability to baby each and every one of them. Can you imagine if you had to double or triple confirm with every single person who ordered an item? I'd never get any work done. In any case.....that's life...and the cost of doing business. You always gotta deal with a nut now and then. Cheers! -Yee
Two Turtles |
User: yeepers
Member since: 03-29-2002 Total posts: 52
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From: Marion B
Date: 05-21-2003, 12:11 PM (8 of 9)
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Hey Yeepers, I don't have a business, but I do know what it is to be a customer. I would absolutely NOT redo any work for this customer. It seems to me, you were perfectly clear about your work and even went to the trouble to verify the final results. I wouldn't worry if you lose this customer -- who needs this kind of aggravation! In the future, I wish you only the nicest of customers! 
Marion
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User: Marion B
Member since: 08-15-2000 Total posts: 39 |
From: MissMinx
Date: 05-22-2003, 02:22 AM (9 of 9)
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Same here, Yeepers!
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User: MissMinx
Member since: 02-14-2003 Total posts: 140 |
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