Is it common to have to return damaged items before receiving a replacement?

[KimmyDarling]

I have a customer who received a damaged lid for her large micro-cooker. She was told she had to return it before a new one would be sent out.

My question is this-- is that often done? If I were a customer, I would be really turned off by having to return it. It's a $10 item! Plus, when I was a customer, I received a damaged rectangular baker, and they sent a new one to me right away. It seems to me that it would be more customer-minded to just send her a new lid.

Also, she called the solution center herself. If I had processed it online, would she have been sent one without that requirement?

Thanks for your input,
Kim

 

[raebates]

From what I can tell, it's random. Sometimes they ask for things back, and sometimes they don't. When I was a customer, I didn't have a problem with returning items before receiving a replacement.

 

[KimmyDarling]

Thanks for your input, Rae. I just spoke to the solution center about it, and they're sending her a new one. The woman spent $130 on her order, and they tell her they won't send one till she sends the lid back? Not cool.I'm glad it's taken care of, though.

 

[raebates]

Glad to hear it.

 

[Brandi2007]

Hmmm... not sure how they choose what needs to be sent back and what doesn't. I had a customer that had a damaged LID to the classic batter bowl and they did not want it returned at all... they just sent a new one! So basically she now has two classic batter bowls and one cover for the price of one!

 

[Brandi2007]

I wonder if they are trying to make up for fed ex breaking stuff all the time!

 

[Paula R. Lewis]

Brandi,
You could always sell her a replacement part lid for the "extra" batter bowl, if she wants it to be "complete"!! I think they are around $3 if I'm not misstaken, and that includes the shipping. You just have to add your local sales tax. They'll even direct-ship it to her!

Blessings,
Paula

 

[PamperedK]

I just did an adjustment for a scratched saute pan and they don't want it back! It still works just fine but it's ugly...but I've had them ask me for knife covers back before. Weird.

 

[LibrarianChef]

When I got my trifle bowl the lid was terribly warped. It wouldn't even snap onto the bowl. Unfortunately I was on vacation during my first 30 days and so when I returned home I no longer had the free return shipping for a damaged item. As a brand new consultant I was told I'd have to return the entire bowl just to get a new lid, so I just bought the lid as a replacement part. It was worth my extra $2.50 because of the hassle and expense of returning the whole thing and waiting for a new one to be shipped.

I've heard of others on here who got really nice things "extra" or partially damaged and weren't asked to return it. Even last month one of my hosts received two extra items in her order and HO said to keep them. But just last week I got ONE an extra $9.60 item from my last cooking show and they are sending a FedEx return slip for it. I must say I was a little shocked because it's a heavy item (Simple Additions piece) and the cost and weight didn't seem to warrant the time and extra expense it will take to return it. I really do wonder what policy is and how they make these decisions. Maybe it's not random and there's some reason for it that has nothing to do with price. Hmmm...

 

[PChefRenee]

I had a trifle bowl that was received with a broken base. Not sure how this could happen without the bowl breaking because the base is packed in a box INSIDE the bowl. Anyway, HO said to keep it and they sent out a replacement. Now I have an extra trifle bowl & lid, just no stand. Another time, I received the new bamboo spoon set and they were all exactly the same spoons. When I called HO they said they would be sending out a replacement but would also be sending a return label to send it back. I was pretty sure they wouldn't want them back because it was an inexpensive item. I was bummed because I thought I could use them for door prizes or something. Oh well. I don't know their logic when it comes to returns.

 

[JAE]

I was told it's randomly picked what needs to be returned. I had to return a trifle bowl, but I didn't have to return a bar pan or a large square platter.

 

[stacywhitlow]

It is probably just to check if it is manufacturer error or the handling of shipments. That would be why it is random.

 

[BethCooks4U]

It's computer generated. Once they put the reference in the computer it comes up whether it needs to come back or not.

As far as the original issue on this thread: You said the microcooker lid was damaged on shipping. Didn't they send a pickup for it? She shouldn't have had to pay to get it to them.