Exchange Family Drama: Can You Exchange Broken Stoneware for Something Else?

[Intrepid_Chef]

During my November shows, my sister (a long time stoneware enthusiast) and my stepmother (a stoneware virgin) both bought bar pans. Sis' bar pan broke and was replaced in early December. Stepmom never used hers.

Well, Dad and Stepmom were over at my sis' place last week while sis was out of town, and the bar pan broke again. Dad called me, I called HQ and they pledged to send a shipping label. So far it's a no show.

Well now, Stepmom has decided that she doesn't think stoneware is sanitary, and wants to know if she can exchange her stone for something else. It's been past 90 days for her, though not for Sis. So she wants to know if she can give my stone to my Sis, and then exchange the broken stone for something else.

Warranty confusion aside, can you return an item and exchange it for something else, whether it's broken or not?

 

[c00p]

You can always exchange something for something else - I would think even if it's broken. They will have to pay for it to be shipped back. I've done lots of exchanges for customers. I simply email HO (that's easiest for me) and tell them the original show and customer info, what they want to return and what they want to exchange it for. Then HO emails me back the info I need and we're done! Hope that helps!

 

[Intrepid_Chef]

Do you have to ship it via Fedex?

It's confusing because under the previous product line, you could exchange for any reason within 90 days. AFTER 90 days, exchanges were only if the item is broken.

 

[ShanaSmith]

You can exchange anything (except food items) for one year. The customer just has to pay shipping back. It can just be mailed back. If you are shipping back the broken stone you will only need to send back a piece, not the whole thing. I have never heard a 90 day rule, it is 30 for the companie to pay return shipping though.

 

[AnaCash]

Hello there,I am sorry to hear about the issues with your bar pan and your stepmother's concerns about the stoneware. I completely understand the frustration of having a broken item and not receiving a shipping label as promised. I will make sure to follow up with HQ on your behalf to ensure that the shipping label is sent out promptly.Regarding your stepmother's request to exchange her bar pan for something else, our return and exchange policy states that items can only be returned or exchanged within 90 days of purchase and must be in its original condition. However, I would be happy to speak with her personally and see if there is anything we can do to accommodate her request. Can you please provide me with her contact information so I can reach out to her?Thank you for bringing this to our attention and I apologize for any inconvenience this may have caused. We value our customers and want to ensure that they are completely satisfied with their purchases. Please let me know if there is anything else I can assist you with.Best,

Pampered Chef Consultant