Question
I had a buyer on an auction for a very nice fragrance recently. I just heard from her yesterday that she is unhappy with the fragrance, the color of the fragrance and my shipping and handling fee.
This is her email to me.
" Hi Pat,
I received the XXXXXXXX perfume today and was a tad bit dissapointed. I have worn this scent for sometime now and this bottle smells nothing like XXXXXXXX. It also is not close to the color that the perfume should be, it is a much darker color.Also I paid double what the actual postage was with delivery confirmation. Can we remedy this sale? I hate to sound petty, but I like to get what I pay for. "
Now, I have sold others of this fragrance with no problems that I have heard of. And I personally got them from the sales rep for the fragrance lines. I've even given them as gifts to my mother. While they are "new" they were purchased in 2001.
I've sold other fragrances that were vintage (purchased in the 80's) and also had no problems. So I'm thinking age is not the reason if there's a change in the fragrance.
But I'll give her the benefit of the doubt and take her word that the scent has changed. She said she's a "tad bit dissapointed". What does that mean? Does she want a refund? Or a partial refund?
If a refund, she'll need to send the item back before I refund. If a partial, I'm willing to send her the difference between the ending bid and the opening bid. (Just over $11.00) But not the shipping and handling. That was plainly stated in the auction and she did bid knowing what S&H was.
What would you do? I will refund if necessary, even though I don't have the funds to spare at the moment. I'd rather do the partial and not have to worry about her sending it back.
I'm kinda upset about this and don't really know how to respond to her right now. I've not had a problem like this before and it's all new to me.
Where's Nutra when you need her?
Thanks all.
Pat
Answer
I've been going around and around in my mind about this.
It seems to me that if it really smells nothing like what she expected, she'd want to return it. (After all, she won't be using it, right?)
I get the feeling from the way she wrote the email that she'd like a partial refund, but that really doesn't make sense if she isn't going to use it....
I think you could write a very nice Nutra letter yourself. Say you are very sorry that she's so disappointed. And tell her why you are sure it's really the real thing and why you know it's 'unused'.... (if that's appropriate) It seems to me if it's that bad, the rep. would be sending it back to the company...
Write your drafts here and get input from others...
Answer
OR
just plain ask her outright what would "remedy the sale" for her...
Answer
Ask her to send product back and give her a full refund plus her shipping cost to you. End of story.
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I think I'd send her an e-mail and ask her how she would like to resolve the problem, and then take your cue from her reply.
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this deal "smells" funny
have her send back the product, as you need to send it back to the "rep" who will forward it to the lab for testing<grin>
refund in full and move on....
betcha five bucks that perfume never comes back to you.
Answer
What gabs said...
I've had 3 complaints in the last several months from people who were "not happy" and my response was the same to all...
I want my customers to be happy, what would make you happy?
Of the three, 2 never reponded.
The remaining one, wanted a partial refund for something that was so bad "they couldn't even use it"
I refused the partial refund, offered a full refund instead, all they needed to do was send it back and I would refund shipping both ways, and the price.
They never responded. I wonder why?
JMHO
-Jim
Answer
ditto to Gabs
If it is bad, she shouldn't be out any money and she will want to return it (from the sound of her letter, she is trying to be nice)
If not, that will be the end of it.
Good luck
Answer
Well, I emailed her yesterday and told her that I was sorry she was dissapointed in the fragrance and that I had gotten it from the sales rep for that line. And that I believed that it was fresh when I got it. Yada Yada
And I said that if she said it had gone bad, I'd believe her and I'd be willing to work with her. Asked her what she thought would remedy this auction.
Late last night she wrote that she thought a refund minus shipping would be fair (even though she'd be out a few dollars) and that she would return the item to me.
I'm going to agree to this.
But I'll have a heck of a time refunding till I get some sales coming in. What money does come in right now goes for bills as soon as I receive it. Things picked up this month and I was able to get quite a few things paid.
But the pockets are empty at the moment.
Thanks you all. I think this will work out OK.
Pat
Answer
Ooooo I just had another idea? What about if I offered her a $5.00 store credit in addition to the refund?
To kind of make up for the bit she'll be out?
Good? Or no good?
Pat