What Should I Do When a Customer Reports Missing Item in Their Order?

[rennea]

I just had a customer call me tonight to tell me she didn't receive an item she ordered. I was the one who put all the orders together and I make sure to checked each item off as I put it in the bag for each customer. Then delivered everything to my host and she was to give all the customers there orders. What the heck do I do?? Should I try to do an adjustment for it?? I've never had this happen before. The customer said she had been busy and that she just got around to opening up her bag today and noticed that her citrus press isn't there. She called the host but she says she doesn't have it.

 

[momoftwins]

Just do an online adjustment stating that that particular item was missing from the order. Home office will then ship it out to the customer (you can chose to send it to you, the host or the guest).

 

[lockhartkitchen]

Send it to your guest. That way nothing disappears.

 

[PCGINA]

If the guest lives close to you ~ I would have the adjustment deliver to me and personally deliver it for two reasons.

You leave the guest with a positive towards you and your business

You know she got it

My .02

 

[rennea]

Thanks, I talked to her and she was real good about it, I told her I would get her another one and have it delivered right to her. She was real happy with that. Just wondering now what happened to it...................

 

[KellyTheChef]

Yep...giving the host the benefit of the doubt, maybe it slipped out of the bag and is laying lost in her trunk or back seat of her car?

Then again, maybe not. Either way, I would have done an adjustment too...and certainly not sent it to the host's house!