Outrageous Shipping Charges for Replacement Parts - My Experience with P3

[wadesgirl]

I did a little look back - in 5 years in business I placed:
2007 - 0
2008 - 10
2009 - 7
2010 - 18
2011 - 4
2012 - 0 so farFor me, only one out of 5 years could I have combined any orders since most years I didn't even get more than one order a month. I plan on sending these orders to HO and letting them know.

 

[kreaser]

if you do a return adjustment or exchange from a show within the first 30 days, they email you a label to print. I just had to do this twice in the past 3 weeks. I printed it out on regular paper from my computer and taped it onto the box of the product and just put it in the regular mail. That is my understanding of how they are doing this now. It wasn't that bad doing it that way but I did have to go out and buy some strapping tape for the box. I didn't pay for the return though, nor did my customer. My understanding is that if the customer calls for the adjustment they will do the same for them...email them the label.

 

[BethCooks4U]

if you do a return adjustment or exchange from a show within the first 30 days, they email you a label to print. I just had to do this twice in the past 3 weeks. I printed it out on regular paper from my computer and taped it onto the box of the product and just put it in the regular mail. That is my understanding of how they are doing this now. It wasn't that bad doing it that way but I did have to go out and buy some strapping tape for the box. I didn't pay for the return though, nor did my customer. My understanding is that if the customer calls for the adjustment they will do the same for them...email them the label.

Right. We can tell them where to email the label when we do the adjustment. This is much more cost effective than them sending a pick up out and the package not being there or waiting for them to mail a label and keep track of the item in the meantime. The boxes had to be taped up anyway so the tape would have been needed either way and now it is at our convenience. We CAN have USPS do a pick up so we don't even have to go to the PO if it isn't convenient.

 

[pamperedlinda]

I did a little look back - in 5 years in business I placed:
2007 - 0
2008 - 10
2009 - 7
2010 - 18
2011 - 4
2012 - 0 so far

For me, only one out of 5 years could I have combined any orders since most years I didn't even get more than one order a month. I plan on sending these orders to HO and letting them know.

This had me curious so I looked mine up. I did more replacements than I thought I did:

2012 - 4
2011 - 14
2010 - 11
2009 - 8
2008 - 10
2007 - 6
2006 - 4
2005 - 1

I do about 3-6 shows a month and can only imagine how may replacements those who work their business more come across! Telling us to order more to keep on hand is an unacceptable and irresponsible answer.

I'm pretty sure HO is being inundated with complaints right now too.

PSA: please don't take your frustrations out on the customer service people who answer the phone, they didn't make this policy.

 

[BethCooks4U]

If you direct your customers to call PC they go into the lead system I believe as I have had several "leads" that had just called PC about getting replacements so my lead is lost to a customer getting a replacement.

Please don't refuse to take calls from your customers about replacements. Tell them what it will cost and let them decide. If they think it's more than they want to spend offer to sell them the product. It they are upset about the cost give them HO's phone number to place their complaint. But please don't tell them to contact HO to get the part. Let's keep the lead system for real leads!

 

[ShellBeach]

I see what you're saying.
Just hope they change things so replacement parts can go on show orders. That's the only way I see this program as having a hope of continuing.

cathy, LOL, this is definitely one of those times where it's a good thing Canada hasn't kept up with the USA policies, hanh?

 

[chefjeanine]

While I would never bash PC in front of customers, or project a bad image for PC - I will not be offering replacement parts as a service any more. I have HUNDREDS of customers who already know the old replacement part policy, and they will know immediately that the prices to get these have quadrupled overnight.
My biggest concern though is that customers will be driven more to call HO for their replacement parts which will then enter them into the lead system, and I will be getting even more calls then ever for replacement parts. That will NOT be a good thing, since most HO leads looking for something like that are looking for a better deal than they can get just ordering direct in the first place. I'm sorry, but I am having a hard time finding the positive in this at all.

Because there isn't a positive!

I do hope they adjust the system so that we can add a replacement part to their order at a party. This makes sense and I would think it would not be too difficult to make this change. I'm not looking for commission on these parts, I just can't bear to talk to my customers about these changes because it stinks. I, like you, will not be discussing this at parties.

 

[ShellBeach]

You're right, there isn't a positive just now. I think it will all be OK if these replacements can be ordered on shows.

As pointed out above, there is already a way to keep the host specials from getting included in commissionable sales, so apparently it can be done with guest orders & the replacement parts.

 

[Curlyone]

You're right, there isn't a positive just now. I think it will all be OK if these replacements can be ordered on shows.

As pointed out above, there is already a way to keep the host specials from getting included in commissionable sales, so apparently it can be done with guest orders & the replacement parts.

I agree with you. All the take a-ways makes it difficult to provide effective customer service. And no Gift Certificates:grumpy: . . . I hope they come up with a replacement service!

 

[Chefgirl2]

I just called HO and said that a lot of people feel that the consultants have been taking on too many expenses and are getting very frustrated. I explained that this new replacement parts fee is unreasonable because there is no reason why we can't add that to a hosts show as a non-commissionable item. They can make it similar to adding the free item where both the Host and the consultant would not get credit for the sale.

I gave several benefits with the main one keeping customer loyalty and that it would also encourage more sales...and not guests getting ticked off that the replacement part ends up costing half of buying a new item.

She said she'd send it on...and I send this needs to be dealt with immediately. I then called my National Exec and left a message asking her to call me. I'm lucky that I have an awesome Exec!

 

[sandilou]

I agree with you. All the take a-ways makes it difficult to provide effective customer service. And no Gift Certificates:grumpy: . . . I hope they come up with a replacement service!

No gift certificates? Since when?!? I did see/hear that anywhere?

Sandi

 

[ChefBeckyD]

Please don't refuse to take calls from your customers about replacements. Tell them what it will cost and let them decide. If they think it's more than they want to spend offer to sell them the product. It they are upset about the cost give them HO's phone number to place their complaint. But please don't tell them to contact HO to get the part. Let's keep the lead system for real leads!

IMPORTANT! ChefRuthie called Home Office to find out what would happen if someone called home office looking for a replacement part, and she was told that not now, nor ever, have replacement part calls been bumped into the lead system. If someone CALLS home office and asks for a replacement part, the part is ordered for them over the phone, and assigned to a dummy "hospitality consultant number."
When we get a Lead looking for a replacement part, it's because they have bypassed contacting home office, and went right to "looking for a local consultant." SO - if we give people the Home Office # and tell them to talk to a customer service rep about ordering a replacement part, then we aren't affecting the Lead System.

 

[BethCooks4U]

IMPORTANT! ChefRuthie called Home Office to find out what would happen if someone called home office looking for a replacement part, and she was told that not now, nor ever, have replacement part calls been bumped into the lead system. If someone CALLS home office and asks for a replacement part, the part is ordered for them over the phone, and assigned to a dummy "hospitality consultant number."
When we get a Lead looking for a replacement part, it's because they have bypassed contacting home office, and went right to "looking for a local consultant." SO - if we give people the Home Office # and tell them to talk to a customer service rep about ordering a replacement part, then we aren't affecting the Lead System.

I hope that is true but we all know that we hear different answers from different operators on other things so I just don't know that I trust this.

 

[frozenchef]

I think what they were referring to was when a customer goes to HO and puts in Purchasing Products as what they want, when really they need a replacement part and we "lost" that lead as an actual order or other type of lead since replacements are non-commission. However, I think that providing that service usually leads to future orders from that person.
Additionally, my last two leads this week were from that exactly and both were appalled at the shipping cost - especially since you take the tiered shipping and add another $2 for Alaska. Trying to find out if the customers' stuff is still under warranty and go that route for them.

 

[PampChefDeb]

I have a similar story to many I've read here tonight. My customer started out as a possible recruit. Placed an order at her daughter's show and also asked for a replacement part for the food chopper. However, when she found out that she was being charged TWO shipping charges she CANCELLED HER ENTIRE ORDER. Said she wanted to send a message to the company, nothing personal.

I called HO furious! Asked to speak to a supervisor but did not get to. Told customer service the story and she said she'd pass it on. I strongly suggested to her that she pass on the suggestion that they put the rep parts orders together with show orders. Don't know if it will go anywhere but I hope so.

 

[Amanda_RI]

I have a similar story to many I've read here tonight. My customer started out as a possible recruit. Placed an order at her daughter's show and also asked for a replacement part for the food chopper. However, when she found out that she was being charged TWO shipping charges she CANCELLED HER ENTIRE ORDER. Said she wanted to send a message to the company, nothing personal.

I called HO furious! Asked to speak to a supervisor but did not get to. Told customer service the story and she said she'd pass it on. I strongly suggested to her that she pass on the suggestion that they put the rep parts orders together with show orders. Don't know if it will go anywhere but I hope so.

Oh, Deb, that's awful!!! I'm so sorry that happened. What a sucky situation--HO really needs to fix this fast.

 

[ChefBevShu]

I sent an email to HO earlier this week. I expressed my views and concerns about the parts costing more than the product...below is the response from HO.

Dear Beverly,

Thank you for contacting The Pampered Chef. We appreciate you sharing your feedback. I have forwarded your comments to the appropriate department.

Please know, we make every effort not to pass along increases to our (Consultants or Customers). With the cost of shipping going up, it has become necessary for us to charge for shipping and handling for replacement parts. It is very typical that shipping of a replacement part can be more costly than the part itself. This is a result of having to order and inventory parts for products.

Once again, thank you for sharing your feedback with us. We wish you continued success in your Pampered Chef career.

Sincerely,

Linda McPhail
Solution Center Representative
The Pampered Chef, Ltd.

 

[sandilou]

I just got the same reply. I get the feeling they are not going to change this and are hoping we will accept it in time. I still think the best solution would be to be able to add it to a show order. Win-win. With all that can be done with technology, I am not convinced that it couldn't be done. I know they don't want to pay us commission on those items. Even if they did pay me the 36 cents on a $1.50 prep bowl lid, that is cheaper than what they were paying for shipping before the change, and we would be making a little money for our 'handling' of the issue.

Sandi

 

[wadesgirl]

There was a customer on FB who flat our refused to buy from PC again because she wanted to order a clear chopper ring and it was way to expensive with the shipping. She tried to point out that her friend had one from WalMart which worked just as great. Gee - WalMart won't replace anything on your chopper!I still think we need to keep emailing HO when we have things happen because of the new policy.

 

[sandilou]

I know. I have a customer who has probably done 4 parties for me, 2 of them over $1000. She attended 3 parties in one week from people who booked from her. She mentioned at the last party she needed new wires for her egg slicer. I was too embarrassed to tell her what it would cost her. I know, I could pick up the cost but why should I? Expenses are going up for me, too.

Sandi

 

[trps]

Please don't refuse to take calls from your customers about replacements. Tell them what it will cost and let them decide. If they think it's more than they want to spend offer to sell them the product. It they are upset about the cost give them HO's phone number to place their complaint. But please don't tell them to contact HO to get the part. Let's keep the lead system for real leads!

Beth, not sure if you are just saying the same thing as me or you quoted me thinking I was not taking care of the customers. I was not saying I don't take care of them I was saying I do that's why my lead for commission is lost on a replacement part order that I do not make commission on from someone that called Pampered Chef and asked for the replacement through them already.

 

[BethCooks4U]

Beth, not sure if you are just saying the same thing as me or you quoted me thinking I was not taking care of the customers. I was not saying I don't take care of them I was saying I do that's why my lead for commission is lost on a replacement part order that I do not make commission on from someone that called Pampered Chef and asked for the replacement through them already.

No I wasn't thinking you weren't taking care of the customers. I was highlighting and trying to strengthen the comment. We are on the same page. :thumbup:

 

[monicag]

I just got the same reply. I get the feeling they are not going to change this and are hoping we will accept it in time. I still think the best solution would be to be able to add it to a show order. Win-win. With all that can be done with technology, I am not convinced that it couldn't be done. I know they don't want to pay us commission on those items. Even if they did pay me the 36 cents on a $1.50 prep bowl lid, that is cheaper than what they were paying for shipping before the change, and we would be making a little money for our 'handling' of the issue.

Sandi

My husband is a programmer and I Know they are able to program things like that......no commission on a replacement order put on a show order.....after all, we don't get commission on monthly host specials.....so what is the difference. If they are spending millions on a new web system....why not spend a little to take care of this issue.....or maybe they are trying to make money on shipping.

 

[jjaastef]

My guess is that replacement parts are in a different area then reg. products. (Maybe even a different building?) To include replacement parts on show orders, it may be an issue of having products in two different locations with no clear path to include both in one box.

 

[sandilou]

My guess is that replacement parts are in a different area then reg. products. (Maybe even a different building?) To include replacement parts on show orders, it may be an issue of having products in two different locations with no clear path to include both in one box.

Finally, a reason that makes sense.

Sandi

 

[Tracy99]

My guess is that replacement parts are in a different area then reg. products. (Maybe even a different building?) To include replacement parts on show orders, it may be an issue of having products in two different locations with no clear path to include both in one box.

This is a good theory but I thought we would be able to combine non-commission orders with the new web (yeah yeah will believe it when I see it) but if that is true, then supply orders and personal orders could be placed with replacement parts and if this is the issue, it would have to be solved then anyway.

 

[jjaastef]

This is a good theory but I thought we would be able to combine non-commission orders with the new web (yeah yeah will believe it when I see it) but if that is true, then supply orders and personal orders could be placed with replacement parts and if this is the issue, it would have to be solved then anyway.

BUT...it's one thing to fill personal orders at one place to pass on to the next for a "handful" of orders compaired to possibly doing that with every shipment. I dunno though!

 

[crissy11]

why even spend "millions" on new web stuff now? Why spend money on all these bags, wahoo recruiting things, etc... I know it is to reward us and we don't have to have the company be soo generous but dang.. another bag in the closet or given away but then irate customers because of increasing costs of products and shipping.. save the money on the other things to keep prices from going up...

 

[wadesgirl]

why even spend "millions" on new web stuff now? Why spend money on all these bags, wahoo recruiting things, etc... I know it is to reward us and we don't have to have the company be soo generous but dang.. another bag in the closet or given away but then irate customers because of increasing costs of products and shipping.. save the money on the other things to keep prices from going up...

Email them this if it's really how you feel!

 

[chefliz]

Send a message to HO, [email protected]. They will listen to us if enough of us voice our concerns:

Dear Home Office,

With all the new shipping charges for different items, please consider allowing us to put replacement parts on a show order. Frequently, a guest asks for a replacement part at a show, and it was so nice to just put the order through without additional shipping charges, especially when they are already paying $4.75 for their show order. It was great customer service to provide that extra piece they needed (usually something lightweight and under $8) as a pure “service”. This could be done as a “non-commission” part number, as we do with the monthly host specials. I’m not trying to up my commission, just serve our customers.

For Consultants, I completely see that we can work our orders to be placed at the same time as catalogs and other supplies, but for our customers, this extra service will let them see how much we value their repeat business and loyalty.

Thank you for your consideration.

Thanks for posting this-very well said! I just sent them a copy of this...maybe if enough of us voice our concerns, they will change the way they decided to do the replacement parts.