posted on February 17, 2004 07:09:36 AM
Had a quilt and two shams (brand new) which were sold through my website a few weeks ago. The customer requested to return the set because the colors didn't match her bedroom. No problem, I usually accept these returns but charge a restocking fee to cover overhead and shipping both ways. My policy is that the products must be returned in the same condition they were shipped out (not slept on or washed, in resellable condition). Most of my returns I auction on eBay at a discounted, but still good, price. Received the set yesterday, glancing in the box everything looked okay back in its original packaging, so I issued the refund to her credit card less the restocking fee.
Later, I took the set out of the box and it _REEKED_ of tobacco smoke (I have a very poor sense of smell which is probably why I didn't notice it earlier). The smell was even worse when I removed the quilt and shams from their plastic bags. The set is absolutely unsellable at even its wholesale cost in this condition, if it is even sellable at all. This was a brand new fairly expensive and popular set, so I'm just sick about it. I'm really tempted to return it to her and re-charge her credit card but don't want to end up with a charge back. The only thing I can think of to do is list it as a "smoker's only" auction. So, what would you do??
posted on February 17, 2004 07:16:30 AM
is it really yours??or a switch??
-sig file -------the lobster in the boiling pot of water who tries to prevent the others from climbing out.
posted on February 17, 2004 07:34:51 AM
I assume it's mine. Can tell by looking that the material itself is in new, unwashed condition. My guess is she's a heavy smoker and kept the set and the box in her immediate surroundings for a few days before shipping it back. Quilts readily absorb cigarette smoke. Looks like I'm going to have to add an addendum to my return policy.
posted on February 17, 2004 07:40:23 AM
I would wash it and put it on ebay described as gently used, washed once.
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Even if you're on the right track, you'll get run over if you just sit there. --Will Rogers
posted on February 17, 2004 08:11:44 AM
I like greatlakes's idea here.
___________________________________
"I have resolved to allow my friends their peculiarities." -- Samuel Johnson
posted on February 17, 2004 08:30:19 AMWhat would you do?
1) Stop accepting returns and instead, offer free fabric swatches on request prior to purchase. This solves the "doesn't match my bedroom" excuse, which is really just buyer's remorse dressed up in new clothing.
Or...
2) Adjust ( meaning "increase" ) your restocking fee to allow for the occasional snafu like this one.
Signed,
Mr. Melvin
--
Being denied live help is unacceptable.
[ edited by fluffythewondercat on Feb 17, 2004 08:30 AM ]
posted on February 17, 2004 08:45:17 AM
Have you tried putting it in the dryer for 30 mins (fabric sheet would help but I suppose people have allergies to those so better not) or the old fashioned sun treatment?
posted on February 17, 2004 09:34:46 AM
not being a smoker myself,can smoking inside the house cause that much damage??
-sig file -------the lobster in the boiling pot of water who tries to prevent the others from climbing out.
posted on February 17, 2004 11:01:02 AM
Yes, StopW, cigarette smoke invades EVERYTHING! I'm a smoker but I no longer smoke in the house. It's been over a year and I am still washing everything in sight because when I come in the house I can still smell the smoke.
Smokers get so used to the smell that they don't realize how offensive it is to others.
I use extra care with my auction items. I launder everything and clean all my glass before it goes out.
Fleecies, a good airing in sunlight might help, but you really should launder it.
posted on February 17, 2004 12:04:18 PM
Thanks for all the great suggestions. I'll try the dryer treatment, then outside in the sun, then laundering if the first two don't work.
Back when I was a smoker, I never realized how awful it made everything smell--just all the smoke in an enclosed space stinks up everything, plus turns walls and fabric yellow. It's been a number of years now, and it's true that ex-smokers are the worst about finding cigarette smoke offensive
I'm adding a change to my return policy that any nondefective new product returned smelling of tobacco smoke will be shipped back to the customer at the customer's expense with no refunds. I know it sounds harsh but when my wholesale, direct from the manufacturer cost on some of these higher-end quilt sets is into the hundreds of dollars, cigarette smoke is not a good thing!
