posted on May 21, 2001 08:52:20 PM
Hello all
I have sold a clothing item to a customer who claims there was a hole in it. We inspect everything in detail, but I'm sure we can miss things sometimes, although I rarely ever have. I also have an all sales final policy. Anyway, this customer told me about this hole, and I told her she could return it and I would refund all her costs. She then wrote me and said she would only return the item if I sent her the money first. I wrote her back and told her absolutely not, that I would recive the item first, and then refund her money, and for her to take a look at my feedback (1800 plus positives). I have now received an email from her telling me I sent her a misrepresented item and that is mail fraud and that she will file a claim. So I just don't know what to think of this. Her feedback is good, about 60 positives, and she is also a seller herself. I feel that I readily said that I would refund her money, even though I had doubts about the validity of her story about a "big hole" that I missed, as I am very meticulous. Anyway, I would really appreciate some advice as to how you would proceed from here, as this is a situation I have never dealt with before. Thanks for any help.
posted on May 21, 2001 08:59:29 PM
I'd call her bluff. No merchandise, no refund. As it is she's lucky you were willing to bend your "All Sales Final" policy.
posted on May 21, 2001 09:04:41 PM
She wants to file for mail fraud? I'd tell her to go right ahead. You might also ask her if she has ever tried to get a refund from Sears without first returning the merchandise.
posted on May 22, 2001 10:55:15 AM
Thanks so much for the replies. I found them all very helpful, and it also assisted me in composing a note to her last night, incorporating, in a professinal way, my thoughts, combined with the advice I received from you guys.
I received a much different letter from her today, saying that she is mailing out the item today, thanks for my assistance in this matter, etc. WOW! What a difference in tone from her last few notes. Looks like there will be a resolution to this. Thanks once again for the help!
