babywings76
Gold Member
- 7,288
I don't know if I should e-mail HO and if I do, what department should I send it to. Here's the situation. I have a host, potential recruit, who bought the wrong thing at her friend's show (one of her bookings). She thought she was buying just a 2 cup ERMC, but bought the Measure all Cup instead. After she got her order she realized the mistake and we talked. I told her how the ERMCs come in a set. Since she only wants the 2 cup one, she was disappointed and just wanted to return the Measure all cup and be done w/ it. We processed it within the 30 days and FedEx picked it up.
She said that after a couple weeks, she noticed she still hadn't been credited the return, so she called CS. The girl told her that they do all the credits on Thursdays and to check then. That week it still never showed up. She waited one more week and it finally showed up. But..it wasn't the full amount. It was a $10 item and she only got credited $9.54. So she called and the lady said that there was a restocking fee.
I've never heard of that before. I also thought that she's supposed to get fully refunded plus the tax. Right? She said she wasn't going to worry about it since it's such a small amount, but it just didn't sit well with her. Now she's hesitant to do her forged cutlery exchange. Her santoku knife broke and they gave her a reference number and are going to send her a new one. But because just dealing w/ that refund took so long, she doesn't want to wait forever. She's not trusting that they will actually send her a replacement. She's funny and we talk a lot and I tried to get her to see that that wouldn't happen. They've already approved of it and it's just a matter of her sending it. It does take a while for them to receive it, process it and send out the replacement, but it would get sent. She's just nervous about it.
I just wanted to find out, first off, is there really an issue of a restocking fee? Shouldn't she have been fully refunded? Next, I wanted to let them know that now her faith in the company dwindled. I'm repairing her feelings for PC and she still loves the stuff. She is a potential recruit and I just wish that she didn't have to have this situation happen.
I know it seems silly, but sometimes it's just little things like this that stick with people. It's the principle of it, not the amount.
What do you think?
She said that after a couple weeks, she noticed she still hadn't been credited the return, so she called CS. The girl told her that they do all the credits on Thursdays and to check then. That week it still never showed up. She waited one more week and it finally showed up. But..it wasn't the full amount. It was a $10 item and she only got credited $9.54. So she called and the lady said that there was a restocking fee.
I've never heard of that before. I also thought that she's supposed to get fully refunded plus the tax. Right? She said she wasn't going to worry about it since it's such a small amount, but it just didn't sit well with her. Now she's hesitant to do her forged cutlery exchange. Her santoku knife broke and they gave her a reference number and are going to send her a new one. But because just dealing w/ that refund took so long, she doesn't want to wait forever. She's not trusting that they will actually send her a replacement. She's funny and we talk a lot and I tried to get her to see that that wouldn't happen. They've already approved of it and it's just a matter of her sending it. It does take a while for them to receive it, process it and send out the replacement, but it would get sent. She's just nervous about it.
I just wanted to find out, first off, is there really an issue of a restocking fee? Shouldn't she have been fully refunded? Next, I wanted to let them know that now her faith in the company dwindled. I'm repairing her feelings for PC and she still loves the stuff. She is a potential recruit and I just wish that she didn't have to have this situation happen.
I know it seems silly, but sometimes it's just little things like this that stick with people. It's the principle of it, not the amount.
What do you think?