familyownedbiz
Junior Member
What is the name of your state? MO
If this is the wrong forum, please forgive.
I am an online retailer, and have been having issues with a very difficult customer. They purchased an item and it was shipped the next biz day. (delivered within a week) about a week after the item was delivered they contact us stating they were having issue with the item after they used it.
our policy is that we do not take back items after 30days and we do not take back used items. if it is used, we can help you contact the manufacturer for a replacement if an issue occurs (which is very rare). (we work direct with alot of companies) policies are clearly posted and the customer has to agree to them during checkout before they can continue. we are more than a flexible company and try to help our customers as best we can.
the complaint was vague and it mainly sounded like buyers remorse. we stated that we did not take back used items, but more than happy to help troubleshoot any issues and also gave them the manufacturers info to also assist in troublshooting. we also asked them a few more questions to see what was going on, but they didnt reply to that email and instead started to harass the manufacturer (manu).
the manu had never heard of her issue by the way she described it to them. both me, the manu and the customer agreed to have a free replacement sent to her. when i talked to the customer, she was told she did not have to send back the problem unit.
the new one was fully inspected to ensure that there were no issues prior to shipment. customer receives the item and a follow up letter was sent two weeks after customer received the item basically saying that they received the item, so the issue has been resolved.
during that time frame, the customer took it upon themselves to return it. (they were not asked to) turns out the first unit did have a small glitch to it, but we had the unit fully replaced for them because that it what the customer agreed to. the issue was that an internal piece came apart for a component.
this customer will not stop harassing us or the manu now. they refuse to use the functional replacement (which they agreed to accept) basically stating its going to have the same issue, but it will not.
this customer is demanding a full refund and all shipping costs refunded to them plus the expense of getting it back to us. threatening to contact the BBB and taking legal recourse against us and posting on message boards about our company.
our agreement was to have a replacement sent to her which we fufilled. does this person have any basis for taking legal action against us?
i am a seller and buyer so i try to work with all my customers. this person has been rude the entire time in contact.
i understand being upset about a product having an issue and we worked with her to have it resolved. she agreed to a replacement ( this unit is 100% functional) but she refuses to ues it now and demands to return it at our cost. the replacment was delivered over a month ago.
thats basically the jist of the issue so hopefully you can get an idea of what is going on.
If this is the wrong forum, please forgive.
I am an online retailer, and have been having issues with a very difficult customer. They purchased an item and it was shipped the next biz day. (delivered within a week) about a week after the item was delivered they contact us stating they were having issue with the item after they used it.
our policy is that we do not take back items after 30days and we do not take back used items. if it is used, we can help you contact the manufacturer for a replacement if an issue occurs (which is very rare). (we work direct with alot of companies) policies are clearly posted and the customer has to agree to them during checkout before they can continue. we are more than a flexible company and try to help our customers as best we can.
the complaint was vague and it mainly sounded like buyers remorse. we stated that we did not take back used items, but more than happy to help troubleshoot any issues and also gave them the manufacturers info to also assist in troublshooting. we also asked them a few more questions to see what was going on, but they didnt reply to that email and instead started to harass the manufacturer (manu).
the manu had never heard of her issue by the way she described it to them. both me, the manu and the customer agreed to have a free replacement sent to her. when i talked to the customer, she was told she did not have to send back the problem unit.
the new one was fully inspected to ensure that there were no issues prior to shipment. customer receives the item and a follow up letter was sent two weeks after customer received the item basically saying that they received the item, so the issue has been resolved.
during that time frame, the customer took it upon themselves to return it. (they were not asked to) turns out the first unit did have a small glitch to it, but we had the unit fully replaced for them because that it what the customer agreed to. the issue was that an internal piece came apart for a component.
this customer will not stop harassing us or the manu now. they refuse to use the functional replacement (which they agreed to accept) basically stating its going to have the same issue, but it will not.
this customer is demanding a full refund and all shipping costs refunded to them plus the expense of getting it back to us. threatening to contact the BBB and taking legal recourse against us and posting on message boards about our company.
our agreement was to have a replacement sent to her which we fufilled. does this person have any basis for taking legal action against us?
i am a seller and buyer so i try to work with all my customers. this person has been rude the entire time in contact.
i understand being upset about a product having an issue and we worked with her to have it resolved. she agreed to a replacement ( this unit is 100% functional) but she refuses to ues it now and demands to return it at our cost. the replacment was delivered over a month ago.
thats basically the jist of the issue so hopefully you can get an idea of what is going on.