Replacing Products: Policies & Procedures

[MrsDuncan]

I have had some guests at shows bring me products that they wanted replaced...the problem is that I am not very clear on the policies of replacing a product. Do they have to get the replacement through the Consultant that they purchased from? Or do they just need the receipt? And if they have no reciept and don't remember who they purchased it from...do I just have to tell them that there is nothing I can do?

 

[DebbieJ]

Give them the magic number 888-OUR CHEF!

 

[chefann]

Officially, we are not supposed to take returns from customers. We are supposed to refer them to Customer Service. It used to state on the receipt that "Consultants are not authorized to accept merchandise returns." Now the receipt includes 3 different ways for customers to contact HO.That said, many consultants will do returns as a service that increases customer loyalty. You'll have the most success doing this if you get as much information from the customers as possible: date of purchase, host name, consultant name, etc. Keep in mind, too, that many customers do severely underestimate how long they've had a tool, and it may be out of warranty.To specifically answer your question, a receipt will definitely help the process, if only for dates and names. Customers do not have to make returns through the same consultant as they purchased through.