My Host Wants to Return All Her Stoneware!

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Discussion Overview

This thread discusses the challenges faced by a consultant regarding a customer's dissatisfaction with Stoneware products and the associated return policies. Participants share their personal experiences and approaches to handling returns and customer service in similar situations.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Exploratory

Main Points Raised

  • One participant, identifying as a consultant, expresses frustration over the costs associated with returning Stoneware products and considers changing their return policy.
  • Another participant suggests that the customer should handle the return directly with the company, emphasizing that it is the customer's responsibility after 30 days.
  • Several users mention that they do not handle returns due to the potential expenses involved.
  • One participant shares their experience of facilitating returns by calling the company for the customer but insists on not covering shipping costs themselves.
  • Another participant discusses the importance of educating customers about product usage to potentially resolve their dissatisfaction.
  • Some participants note the long wait times when contacting customer service, expressing concern about the customer experience during returns.
  • One participant mentions their willingness to assist a valued customer with returns, despite the general policy of not doing so.
  • Another participant highlights the need to communicate clearly about return policies to avoid misunderstandings.

Areas of Agreement / Disagreement

Views differ on how to handle returns, with some participants advocating for direct customer involvement while others prefer to assist customers in the process. No clear consensus emerges on the best approach to managing returns.

Contextual Notes

Participants share a variety of personal experiences and strategies regarding customer service and return policies, reflecting the diverse practices within the consultant community.

Who May Find This Useful

This discussion may be useful for consultants seeking insights into handling customer dissatisfaction and return policies, as well as those looking for different approaches to customer service in similar situations.

I don't pay for their returns, either. Target, Ann Taylor, Talbots (etc, etc) don't pay my gas for me to hop in my car and return something to their stores because it didn't work for me.... so I have done an online adjustment and gotten a reference number for them- but the rest is up to them.

I found early on that the nicer you were when it came to stuff like that- the more people will walk all over you, and maybe even return more than they normally would.

HTH! :)
 
Someone at H/O told me that they can only return it because they "Don't like it" within the first 30 days, and that the one year warranty is for if there is something wrong.

She got it all for free, so she should send it back herself. I always tell my customers how THEY can return items, and only if they blow a huge fit about it do offer to do it myself. BUT... I let them know that i won't be doing it until i do my regular once a month returns at end of month...so they may be waiting up to 2 months before they get their replacements or whatever. (here they say ot allow 4 to 6 weeks for adjustments).
 
chefshawna said:
Can we put more than one thing in a box, when I had asked the solution center they said each item had to be in one box with the ref. number on the outside. It would really help if I could put it all in the same box, I have a few personal things that I need to send back and have been waiting b/c of the cost.
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Yes, I often return several things in one box and just make sure everything is labeled with its own reference number.
 
stefani2 said:
I ALWAYS mention MORE THAN ONCE to 'use your products within the first 30 days' AT the Show, by a follow-up email, AND during CCC/OFTB Calls! Apparently people don't listen!

I will talk to her today and see how it goes. Wish me luck!!! :)
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Good Luck Jenna;)
 
  • Thread starter
  • #35
called HOI called HO - they can do an exchange NO PROBLEM. Once my Host has picked out new product equal or greater than the FPV ($208 worth), then we will get a reference number. We have to box up all the stoneware (it can be in one big box), write the reference number on the outside (CDN. HO requests the # to be on the outside), and we will ship it.

My Host was very understanding and reasonable. I explained to her AGAIN that Stoneware will not give you crispy cookies and crunchy crunch french fries - and she told me that is the way that they cook/eat their food - so she figures Stoneware just isn't for her family.

I also asked her to be honest with me and tell me if she was ok with the situation. She said she was (I hope she was telling me the truth).

p.s. CDN. HO also told me that when they mail out a label to cover the shipping costs (if the product is within its first 30 days) - that label is ONLY for THAT product to be shipped back. Ex: I have 3 products sitting here ALL with labels ALL for their 30 day return BUT I can't put them ALL in one box and ship it - they MUST be seperate. Did anyone else know that???
 
stefani2 said:
I called HO - they can do an exchange NO PROBLEM. Once my Host has picked out new product equal or greater than the FPV ($208 worth), then we will get a reference number. We have to box up all the stoneware (it can be in one big box), write the reference number on the outside (CDN. HO requests the # to be on the outside), and we will ship it.

My Host was very understanding and reasonable. I explained to her AGAIN that Stoneware will not give you crispy cookies and crunchy crunch french fries - and she told me that is the way that they cook/eat their food - so she figures Stoneware just isn't for her family.

I also asked her to be honest with me and tell me if she was ok with the situation. She said she was (I hope she was telling me the truth).

p.s. CDN. HO also told me that when they mail out a label to cover the shipping costs (if the product is within its first 30 days) - that label is ONLY for THAT product to be shipped back. Ex: I have 3 products sitting here ALL with labels ALL for their 30 day return BUT I can't put them ALL in one box and ship it - they MUST be seperate. Did anyone else know that???
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I think most of the other consultants were talking about items outside of the 30 days. When someone would have to pay for shipping themselves. Glad to see you got it resolved! Maybe see if they wants to place an order now for the new sheet pans (since she has to order out of the old catalog for her FPV).
 
On the crisp french fries - I always get crisp/crunchy ff but the key is they all have to be touching the stone not just thrown in a pile on the stone.
 
Yeah, I get crispy fries and cookies too. That's actually one of the things that sold me on stoneware, is how nice and crispy foods like fries or leftovers got, and there's no need to flip anything. But hey, it can't be for everybody I guess. Glad you got the return taken care of.
 
I ship some things back for customers to keep them happy. I don't have to do it often (not even once a month) so its no big deal.
 
stefani2 said:
Do customers ever complain about paying the shipping costs? (that is what I am scared of)
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I had a customer with a broken stone that was just over the 30 day rule. She REFUSED to return it for a new one because she had to pay to ship it.

As far as stones go, can't they just send in a broken part of it? It sure would be cheaper that sending the whole thing.
 
jrny2001 said:
I had a customer with a broken stone that was just over the 30 day rule. She REFUSED to return it for a new one because she had to pay to ship it.

As far as stones go, can't they just send in a broken part of it? It sure would be cheaper that sending the whole thing.
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You do only have to send a pce back, about the size of your palm is good enough.
 
For stones, you only need to send a palm sized piece. As for the 30 day paid for labels, I was actually told I COULD combine them, but not with items not with prepaid s/h.I get crispy cookies and french fries, but things take longer to bake (by at least 5-10 minutes sometimes). I LOVE my stones!!
 
It's one thing if it is a warranty issue...but the fact that she just doesn't like it is another. You shouldn't have to pay just because she "doesn't like" it.
 
  • Thread starter
  • #44
don't understandjust to clarify - do you suggest I break her stones so she doesn't have to pay so much in shipping? :cry: some haven't even been used! :(
 
They just need to send in a piece about the size of your palm. Thats all I do.
 
jbdowd0798 said:
They just need to send in a piece about the size of your palm. Thats all I do.
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They aren't broken. I don't think it would be too cool to break them just to save on shipping.
 
  • Thread starter
  • #47
why didn't I know that?Why didn't HO tell me that????

I will need the Host to break the Stoneware - to break un-used Stones would be the death of me!!! *EEK* LOL
 
stefani2 said:
Why didn't HO tell me that????

I will need the Host to break the Stoneware - to break un-used Stones would be the death of me!!! *EEK* LOL
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I'm pretty sure HO is not going to tell you to break a perfectly good stone. :D They will only tell you that if the stone is already broken.
 
  • Thread starter
  • #49
hmmmmLOL - I don't know! - HO has told me that before but the stoneware piece had been used once.
 
stefani2 said:
Why didn't HO tell me that????

I will need the Host to break the Stoneware - to break un-used Stones would be the death of me!!! *EEK* LOL
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NO NO Jenna, I was talking about stoneware that is already broken and you call in for an adjustment. HO will ask for it back but if it's broken you only need to send in a small piece.

If the stoneware isn't already broken then that's a different story!!
 
  • Thread starter
  • #51
grumpyJules711 - have you tried shipping prepaid items ALL together?

I asked the lady at HO and she responded 'ABSOLUTELY NOT!!!'. (I didn't have much to ask/say after her response - ooohhhh boy! - I think I caught her on a bad day - LOL). I just didn't want to ship all three items in ONE box and then end up with it coming back to me --- WAY too much hassle.
 
  • Thread starter
  • #52
sadness AGAIN :(Rennea, she has only used 1 of the 6 pieces of Stoneware! :(
 
stefani2 said:
Rennea, she has only used 1 of the 6 pieces of Stoneware! :(
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OMG!! Well really what can you do??:rolleyes: If only she would have told you with in the 30 days:rolleyes: So what did HO say to you about shipping it back? Did they say if they were going to send you a shipping lable?
 
chefann said:
If she had bought from any other catalog or online store, she'd have to pay to ship them back.
Click to expand...

That is why I can't figure out why some guests have a "fit" over shipping charges. For one, it is ONLY $4 to have it shipped to them & some want to split it. I mean, come on. Then, if they want to return it (they had 30 FREE days) they want to gripe about shipping it back. :confused:
 
If you are exchanging or refunding a stone for a completely different item you have to send back the entire thing - even if it's broken. This may be a Canada thing, but I've always had to send back the whole stone if the customer doesn't just want a replacement.
 
  • Thread starter
  • #56
too many returnsRennea, I didn't get a mailing label.

Her and I are going to split the cost, but after this I am going to tell the customer it is up to them. I have 5 boxes of returns this month (3 with labels, and 2 without). :( It would just be easier for the customer to send it back (once I have a ref. # for them) - instead of me tracking down the customer to get the product, etc. etc. etc.

Oh well, live and learn - comes with the biz. :rolleyes:
 
Sounds like she's only tried the barpan - I'd sure hate for her to send them all back with out at least trying a baker for a casserole/lasagna etc...I can't imagine not liking one of those!

As for frenchfries and cookies - mine always come out crispy too - and evenly baked - thats the great thing about stoneware!
 
  • Thread starter
  • #58
updateSo, I wanted to update you guys!:

I called to get a reference number once my host had all her new items picked out. When I called HO - the lady was surprised that someone who want to return ALL of it - she said 'that is going to be expensive to ship it.....and it is JUST past the 30 days.....I am going to make an exception - UPS will come and pick up the box and print out a label. We will pick up the costs!'

OMG, I SERIOUSLY did a HAPPY DANCE!!! LOL

I told her HOW much I appreciate it and thanked her!!!! (She could sense my happiness in my voice I think - or could hear me dancing! LOL)

My Host was really good about it. She had ALL the stoneware packaged up in their original boxes PLUS put in ONE BIG box! She apologized again - and said she decided to pay ALL of it!

I have still decided to change my return policy. Thanks for ALL your support and suggestions everyone! :love:
 
Jenna...glad to hear that HO is helping you and your customer out in this instance. I can't imagine sending ALL her stones back!

BTW- make sure you are telling customers that you DO get crispy fries on stones. Make sure they are spread out so they aren't touching, and you do NOT have to flip them! They get evenly done on the top and the bottom. I have noticed that I do have to cook them about 5 minutes longer than the directions, though.
 
Great outcome!! HO IS WONDERFUL!
 

Frequently Asked Questions

What is Pampered Chef's return policy for stoneware?

Pampered Chef has a satisfaction guarantee, which means that if a customer is not satisfied with their stoneware purchase, they can return it within 30 days for a full refund. However, the stoneware must be in its original condition and packaging.

Can my host return stoneware if it has been used?

Yes, your host can return used stoneware, but it must be within the 30-day return window. Pampered Chef will assess the condition of the item, and if it shows excessive wear or damage, they may not accept the return.

What should my host do if she wants to return her stoneware?

Your host should contact her Pampered Chef consultant to initiate the return process. The consultant will provide instructions on how to return the items and any necessary paperwork that needs to be included.

Are there any exceptions to the return policy for stoneware?

Yes, certain items may not be eligible for return, such as personalized products or items that have been significantly damaged due to misuse. It's important for your host to check with her consultant for specific details regarding her situation.

What happens if my host returns her stoneware after the 30-day period?

If your host attempts to return her stoneware after the 30-day return period, it will generally not be accepted. However, she can still reach out to her consultant for guidance, as exceptions may be made on a case-by-case basis depending on the circumstances.

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