How Do You Handle Returning Broken Items for Customers?

[Jenni]

I read all of this as a palm size piece of stone is sitting in my car.... someone gave it to me yesterday and I took it. Bad Jenni!! I am going to handle this (my first time) and let the customer know I took it cuz I wasn't sure how it worked being new, and that know that I know how to handle returns I will guide her next time. I have to go buy something to mail it in today, make a phone call, and go to the post office! Not looking forward to any of it! :cry:
WHY DIDN'T I READ THIS EARLIER!

 

[gaddischef]

I agree with ChefEsther -- I believe this is a part of my customer service. This is why I stand out over Target and other stores. I have many people I sent in returns for later calling me for orders, booking shows; plus, I believe word of mouth is the strongest advertisement. If I can make my customers happy, then they will tell their friends! I figure all postage is tax deductible, so why not show my customers (and non-customers) how PC really takes care of them!

 

[krzymomof4]

For me it depends on the situation. I always call, because for some reason my customers get a hard time from HO. I always send them the paper with the reference # and tell them how to send it back.

 

[Grandmarita]

This Spring, I had a woman call me out of the blue. She was a friend of someone who had attended a party I did for a friend. So this person was three removed from anything
I had done. She had broken her large bar pan and admitted it was over 5 yr. old.
I checked the catalog and told her the warranty was for 3 years. Then she suggested that maybe I would give her a discount on a new one. I paried with the suggestion of her doing a party. I mailed her a current catalog. Four days later I picked up some orders from her, and showed her the Collapsible Bowl which she ordered at the hostess bonus price. She got a new bar pan as part of her hostess benefits, and both of us were happy. She was a Gift from God for me that month when my sales where thin.

 

[PCGINA]

I do as Ann does... I will do the adjustment in my own time. As soon as I get a FlatRate box full - I ship it back...

If they want it sooner - I (from this point forward) will give them Cathy's flyer and they can do it themselves.

I have to drive myself to WlaMart with receipt in hand before anyone will "possibly" help me...

I agree with all of the posts here although I have started doing SOME returns.

If the person purchased it from me AND can get the product to me, then I will return it...in my own time. I tell them that it may take up to three months and if they want it sooner, I explain how (but I am all over that excellent flyer!!) If they didn't purchase it from me, they must have the receipt and get the product to me.

When I gather a sufficient amount of products, I will then do the returns. I send it delivery confirmation and insured.

I too give in to people wanting us to do returns and at one time PC did have on their receipts that consultants are not to return products for customers...but they took that off!

For me, it is a customer service that I extend, however, they will wait. I have sent 2 shipments back this year. Maybe 3 by the end of the year.

But don't feel pressured by this. People will say anything to get a deal. They won't haggle or barter, they will guilt!!! Even the most liberal return policy in any store will not extend the guarantee that PC does!

 

[Chef Endora]

I don't even call to get the reference number anymore, unless it's within the first 30 days. I send them a flyer called "Return Instructions" with a copy of their receipt (b/c they never have their receipt!) if it's past 30 days, and let them know how to handle it from there. They take it from there and I'm not held responsible if there is a delay.

Here's the flyer I made:

Thank you for sharing. I think I'll use that too. I just started putting a little blurb on sticky notes I get free from Vista Prints. I want them to READ the receipt & return policy so they know they need to keep it. I get alot of people bringing OLD PC stuff & expecting me to exchange it, like Tupperware. Also, I always go over the receipt & return policy at my shows, but the rude ones that are not paying attention are the ones that will call 4 months down the line & get mad because PC won't pick up the tab for return shipping. :grumpy:

The image is small but what it says is:

Thank you for your order. Please take a moment to inspect your products and review the return instructions on the back of your receipt. You have 30 days from the shipping date to return your products & The Pampered Chef will pay the return postage. Keep your receipt in a safe place as you will need it for any returns.

Your shipping date was:________________

On the very bottom right it says "Have a Pampered Day"

I figure this draws attention to the policies & covers those who were not paying attention or orders from catty shows.

 

[Jules711]

That's great idea with the post-it, though don't you run out quickly? It MAY be idea for a "business card" size. It's not sticky, but you'd get way more at a time? I make sure to tell the host and ask HER to mention it to each person that she delivers to.

 

[Chef Endora]

That's great idea with the post-it, though don't you run out quickly? It MAY be idea for a "business card" size. It's not sticky, but you'd get way more at a time? I make sure to tell the host and ask HER to mention it to each person that she delivers to.

I just got my first pack this week. I only do 2-4 shows/month, so that's not an issue for me. The biz card idea is good for someone that does more shows. Whenever I do Vista Prints, I just add them from my portfolio when they are free. I have been doing alot of Vista Prints because I have been making recipe cards with the regular size postcards.

The attachments are too small to see, The front has my contact info.

The back has an easy recipe on the top and I offer the opportunity on the bottom. I copied from the opportunity section of the catalog.

Oops! Sorry about the hijack. :blushing:

We have a huge fair starting this week, so I will hand out some of those along with the PC recipe cards.

 

[lvanderw]

Thank you for telling us that you only have to return a part of a stone. I just booked a party for someone and when I stopped over for my first host coaching, she hands me a large bar pan that had broken in the oven but she never sent it back - too much of a hassle to fill out all the information online. So I reluctantly took it but haven't sent it back yet. So that will save me some money to just send part of it back. Thanks!

 

[elizabethfox]

I do not send back items for my customers. I call HO and get them the info they need to return it, and then send them instructions on how to return the product.