Bren706
Gold Member
- 2,395
I have a customer who purchased the Lg Round Stone with handles back in July, and it recently broke while in the oven. The host e-mailed me about it, and I did the adjustment and sent the return information to the customer.
The customer seems upset that she needs to send a piece of it back (and pay the postage). Part of her response was "Aren't returns of this nature usually handled by the representative?". I am not sure what about it she expects me to handle. I did do the adjustment for her, and gave her the reference number. She lives 30 minutes from me. If she was closer, and could get the piece to me, I may be willing to send it back for her to keep her a happy customer, but I really don't want to drive 30 minutes.
For those that handle returns and other adjustments for your customers, have you come across these situations, and how did you handle it?
The customer seems upset that she needs to send a piece of it back (and pay the postage). Part of her response was "Aren't returns of this nature usually handled by the representative?". I am not sure what about it she expects me to handle. I did do the adjustment for her, and gave her the reference number. She lives 30 minutes from me. If she was closer, and could get the piece to me, I may be willing to send it back for her to keep her a happy customer, but I really don't want to drive 30 minutes.
For those that handle returns and other adjustments for your customers, have you come across these situations, and how did you handle it?