teapotgirl
Junior Member
I really need help getting an answer to this issue. I tried general Business forum and only 1-answer. Help me out!! Here is the problem:
We have an active repair business in Washington state and received an item for repair from another state. The customer had emailed us and discussed what was to arrive: a pot and a candlestick. When the articles arrived my husband communicated back the repair costs, did the repairs and sent them back. We were shocked to find out when they were received back to the customer that she had sent the removeable 'lid' to the pot. In fact, my husband didn't even know this pot had a lid since it had not been specifically discussed. This pot appeared to be some kind of open pot and it was not apparent it had a lid (most pots have hinged lids). At any rate, now the customer has a 'loss' and my husband was not sure who was responsible for the loss: us for not checking the box more carefully for the lid which was packed separately from the pot or the customer for never having mentioned the lid or including a packing slip? This pot is quite valuable and one cannot easily find a replacement lid. Most likely it will have to be replicated at great cost. Would her homeowner's insurance cover such a loss? Since there was no mention of a lid until it was lost, how were we to know there was one in the box? I know this is a 'he said, she said', but we belive that she did send the lid--she just didn't alert us so we'd look for it in the box. I'd love to hear some answers for how to solve this problem. Thanks so much.
We have an active repair business in Washington state and received an item for repair from another state. The customer had emailed us and discussed what was to arrive: a pot and a candlestick. When the articles arrived my husband communicated back the repair costs, did the repairs and sent them back. We were shocked to find out when they were received back to the customer that she had sent the removeable 'lid' to the pot. In fact, my husband didn't even know this pot had a lid since it had not been specifically discussed. This pot appeared to be some kind of open pot and it was not apparent it had a lid (most pots have hinged lids). At any rate, now the customer has a 'loss' and my husband was not sure who was responsible for the loss: us for not checking the box more carefully for the lid which was packed separately from the pot or the customer for never having mentioned the lid or including a packing slip? This pot is quite valuable and one cannot easily find a replacement lid. Most likely it will have to be replicated at great cost. Would her homeowner's insurance cover such a loss? Since there was no mention of a lid until it was lost, how were we to know there was one in the box? I know this is a 'he said, she said', but we belive that she did send the lid--she just didn't alert us so we'd look for it in the box. I'd love to hear some answers for how to solve this problem. Thanks so much.
