Customer Returns After 30-Day Free Shipping: Real Story

[kcjodih]

I have a customer that attended a show back in the middle of October that wants to return some things. The show shipped the end of October which means the free 30 day shipping ended the end of November. She never received her products until the 18th of November because although it arrived to me on the 4th, the host was at Disney until the 14th and didn't contact me until the 17th (at which time I promptly delivered - it was a $1000 show! Tons of boxes at my place for two weeks). So now she has to pay for the return. For whatever reason she doesn't seem to have a problem with that thank goodness!

However, she wants to return her 3 tier stand and DCB which are two of the three things she ordered. Only thing she wants to keep is her food chopper (third and final product ordered). She had never been to or heard of PC shows before. She's from somewhere overseas and doesn't speak English very well. She's the wife of a dentist and the dentist is my host's boss so it was nice that the boss's wife showed!

She says that she didn't realize the 3 tier stand didn't come with the squares/bowls shown and it was too expensive for JUST a stand and so I explained our free 30 day shipping and to let me know if she still wanted to return at her expense and I'd get a reference number for her. She emails back and says no problem, yes I do and the DCB isn't big enough for my family since I make 2 chickens at a time or a very large roast so I'm only going to keep the food chopper. So her return before 14% tax is $138.75 of a $178.75 before shipping and taxes order!!! Will HO have a problem with this? I know they don't adjust the host benefits after the fact but will they adjust MY commission? Anyone know?

So much for her "maybe" booking in January now. She seems very disgruntled with the products not being what they seem. I'm hoping my GREAT customer service (although she was pokey and now will have to pay shipping on those large and heavy products ) will make up for it and she can find some other things she'll like so I can still convince her to have a show

 

[Paula R. Lewis]

Unless it's different in Canada, Home office will NOT adjust your commission!! That's one of the many great things about Pampered Chef!!

That being said, is there any way she'd consider a show for you if you offered to buy her the SA bowls for her stand? It wouldn't reduce her shipping costs by a huge amount, since the DCB is so heavy, but it would help a little, at least, and might just get you a booking, too!!

Best of luck!
Paula

 

[heather9892]

I have a customer that attended a show back in the middle of October that wants to return some things. The show shipped the end of October which means the free 30 day shipping ended the end of November. She never received her products until the 18th of November because although it arrived to me on the 4th, the host was at Disney until the 14th and didn't contact me until the 17th (at which time I promptly delivered - it was a $1000 show! Tons of boxes at my place for two weeks). So now she has to pay for the return. For whatever reason she doesn't seem to have a problem with that thank goodness!

However, she wants to return her 3 tier stand and DCB which are two of the three things she ordered. Only thing she wants to keep is her food chopper (third and final product ordered). She had never been to or heard of PC shows before. She's from somewhere overseas and doesn't speak English very well. She's the wife of a dentist and the dentist is my host's boss so it was nice that the boss's wife showed!

She says that she didn't realize the 3 tier stand didn't come with the squares/bowls shown and it was too expensive for JUST a stand and so I explained our free 30 day shipping and to let me know if she still wanted to return at her expense and I'd get a reference number for her. She emails back and says no problem, yes I do and the DCB isn't big enough for my family since I make 2 chickens at a time or a very large roast so I'm only going to keep the food chopper. So her return before 14% tax is $138.75 of a $178.75 before shipping and taxes order!!! Will HO have a problem with this? I know they don't adjust the host benefits after the fact but will they adjust MY commission? Anyone know?

So much for her "maybe" booking in January now. She seems very disgruntled with the products not being what they seem. I'm hoping my GREAT customer service (although she was pokey and now will have to pay shipping on those large and heavy products ) will make up for it and she can find some other things she'll like so I can still convince her to have a show

jodi
how close to cdn head office are u?
cud you get the product from her and take it there? our directors dh works in markham and drops off our returns for us
and if you can't do it what about her? a trip to markham has got to be cheaper than the cost of shipping.
just a thought