Handling Exchanges on Pantry Items: What Would You Do?

[wadesgirl]

I never realized that we cannot do returns/exchanges on pantry items! I've been in the business for almost 4 years!

So I had a host who emailed me and said that a guest wrote down the item number but it apparently wasn't what she wanted. She ordered the Pineapple Sauce and wanted the Parmesan Garlic Seasoning. She paid $12 for the sauce and the seasoning is actually a lot cheaper. What I gather from the host is that the guest wrote down the wrong number so it's not my fault or the hosts. What would you do? I told the host originally that I would handle the exchange but that was before I realized that we cannot do that on pantry items.

 

[bridedream]

I would order the seasoning the guest wants and refund her the difference in price. But, I would also let both the host and guest know I was doing this favor because I appreciate their business and want to make sure they are happy, satisfied customers. I wouldn't want to lose potential future business over a $12 mistake.Demo the Pineapple Sauce with some cream cheese and crackers.

 

[Becca_in_MD]

I'm assuming the guest didn't write down the product description along with the item number. That would have saved a lot of aggravation.

Have the guest call HO and request an exchange. Yes, we can't return pantry items. When I called to ask, HO told me no exchange. My customer then called b/c after all "you can return things to the grocery store." It made me look horrible b/c HO did an "exchange" where they let her keep the pantry item and use a credit toward the other product she wanted. She then called and chewed me out b/c she thought I hadn't called at all.

If HO won't do an "exchange" ie. give her credit for the sauce, then it's probably best to do an exchange yourself and note the "favor" to both the host and guest.

 

[Dotty]

I would order the seasoning the guest wants and refund her the difference in price. But, I would also let both the host and guest know I was doing this favor because I appreciate their business and want to make sure they are happy, satisfied customers. I wouldn't want to lose potential future business over a $12 mistake.

Demo the Pineapple Sauce with some cream cheese and crackers.

I'm with you.

 

[wadesgirl]

Okay I don't have a show to order this on until next weekend and I just submitted my supply order earlier today! Hmmmm... wonder if someone local has any?