Are We Supposed to Handle Returns Again?

[Hunter Mom]

I have been on-again off-again for 10 years with PC. When I started, most of us would take a customer's damaged items and deal with PC for them. At one point, HO said that we were not supposed to do this any more, that we're supposed to refer customers to them. However, reading the posts on here, it seems like a lot of consultants do take returns now. Did they change this again while I wasn't a consultant??

 

[leftymac]

There's no official policy either way. Some consultants only handle returns within the first 30 days (I'm one of them). After that, they refer them to HO. Others handle returns for customers no matter when. It's all on what you want to do.

 

[raebates]

To add to what Keith said, the HO is now asking more questions before processing returns/exchanges after the first 30 days. Chances are good that you won't know the answers to the questions they ask.

 

[BethCooks4U]

I was one who handled all returns and then called the customer with the info from PC to get it processed - in other words I did everything but mail the item back and in some cases I did that too.

Now with the threat that they may not accept the return once they see it (especially with cookware) I give the customer the phone number. I tell them that it's best they talk directly with HO because they'll be able to answer all the questions while I'd be guessing. I have had no problem with people accepting this method of CS. If they are refused the return they don't blame me which is a plus with this way of processing the issue.

If the return is something obviously covered such as arriving damaged I will handle it completely but again in most cases the customer has the item so I still need to give them the reference number and instrust on how the return will happen.

 

[wadesgirl]

I have handled a few for customers - including the one who refused to do it herself but would rather drive 20 minutes to my house to leave the product on my door step! But for 99% of them I refer them back to their receipt and the number on the back. Someone last night stopped in with a broken mini serving spatula. Told him the same thing - we as consultant's are not allowed to handle returns.

 

[BethCooks4U]

I have handled a few for customers - including the one who refused to do it herself but would rather drive 20 minutes to my house to leave the product on my door step! But for 99% of them I refer them back to their receipt and the number on the back. Someone last night stopped in with a broken mini serving spatula. Told him the same thing - we as consultant's are not allowed to handle returns.

Isn't it amazing that people expect a $4 item to last forever?!

 

[wadesgirl]

Isn't it amazing that people expect a $4 item to last forever?!

The most dreaded part of my show is when you are in the middle of it and someone reaches for their purse and pulls out xyz product that broke on them and wants to talk about it in the middle of the show! I had a lady pull out a medium bar pan once!

 

[BethCooks4U]

The most dreaded part of my show is when you are in the middle of it and someone reaches for their purse and pulls out xyz product that broke on them and wants to talk about it in the middle of the show! I had a lady pull out a medium bar pan once!

Yep. That's happened to me plenty of times too. I'm sure you handle it well. In my case, I say "Thanks for bringing that up! It reminds me to tell you all that our products are all guaranteed, some for one year, others for lifetime." I then talk about the use and care card and that it shows the length of that product's guarantee and what it covers. I also tell the person that we can talk about her issue after the demo. (I make her take the product back home with her to either wait for the processing info or make the call to HO herself.)

 

[lt1jane]

I had a guest on Friday bring her receipt for a broken stone (left the stone at home). There was no date on the receipt but she was pretty sure that it was within the last three years. She just couldn't find the phone # on the back. I showed her where it was and she was happy.

It turns out that the consultant she bought it from is in my cluster. I remember when she joined. I have been doing this for two years, so I am confident that she is within her warranty period.

 

[shelly.nurse]

The most dreaded part of my show is when you are in the middle of it and someone reaches for their purse and pulls out xyz product that broke on them and wants to talk about it in the middle of the show! I had a lady pull out a medium bar pan once!

Yeah, at my last show, I had someone pull out the OLD baker's roller, the wooden one from, like years ago!! I couldn't believe it. I told her I would be happy to give her a 10% discount on a new one or help her earn one free by booking a show, but that I was pretty confident that it was no longer under warranty.

 

[gailz2]

I was laughing hearing of others who have guests whip out a broken piece of PC during a party. My last one was a $4 mini serving spatula!

 

[nancycookspc]

this one nearly takes the cake-

this month Sept 2010

a customer brings me her Large Simple Additions Square Platter- and proceeds to tell me - just the other day I opened it and it is damaged....and asks me to return it.

HELLO....that was discontinued years ago.....
WTH....am I suppose to do for you?????

Told her cannot do anything...lesson learned when you GET your product open it up and check it out!!!

DUH......

 

[Intrepid_Chef]

I wonder if she bought it from the outlet, where there's no guarantee?I remember hearing from somebody that you should do returns to build customer good will ... but I don't do that anymore. Not since I waited HOURS on the phone one fall to process a return ... and meanwhile, there was SERIOUS drama going on in my house!I'll handle returns for MY CUSTOMERS ONLY right now since it's easier for me to get a reference number than it is for them to deal with H.O. But other customers, no. Exchanges (as in, "I don't like my bar pan, I'd rather have a round stone with handles) no. I can't answer the questions H.O. has. If anybody is going to sit on hold with H.O. it will be them, not me.