posted on December 3, 2005 12:44:31 PM new
I have a customer complaining about a bed in a bag set - brand new, T180 percale cotton/poly blend. Her complaint it that the fabric is stiff (as brand new fabric often is) rather than soft. She laundered the set, still didn't get soft enough to suit her and now she wants to return it for a full refund, including return shipping.
My policy is very clear (and in writing) that I don't accept returns of bedding products that have been washed or slept on unless there is a manufacturer defect. She is not claiming that it has a defect. For non-defective product returns, it must be in original packaging with original tags in "as new" resaleable condition, with return shipping at customer's expense and a 10% restocking fee. When my customers check out, they must check a box acknowledging that they have read and understand my TOS and return policy. Feedback is not an issue for me. I'm considering suggesting she try re-selling it on eBay
posted on December 3, 2005 12:50:09 PM new
I thought 180t Percal was supposed to be "crisp". And why on earth you refund her anything if she has already washed the set?
posted on December 3, 2005 02:19:48 PM new
I'd allow allow refund, but absolutely no refund on any shipping costs, and 10% restocking fee still in effecct.
Chances are that she will wise up and spend a buck on fabric softener.
posted on December 3, 2005 02:27:44 PM new
She never should have washed it and should have asked for a refund when she received the spread if she wasn't happy. How are you going to resell this if has been used (washed). How do you know she hasn't used it. I once sold a Hummel figurine and the 2 guys called me at midnight, slight enebriated, and said they couldn't get it clean. Tried bleach and some other 409. They thought the wash that Hummel puts on the figurines was dirt and had to come off. I wouldn't give them a refund so they negged me, after threats and more nasty phone calls and emails. I was a newbie then so they took full advantage of it.
posted on December 3, 2005 02:38:47 PM new
NO WAY SHOULD YOU REFUND!!! 180 thread count is not ususally called percale, normally it is muslin. Personally, I won't buy anything less than 400 tc. Just boughr an new set at Costco, 600tc, Egyptian Cotton, mades in Israel. Almost like satin. My sweetie says they are the smoothest sheets she has ever slept on. Most hospitals & better quality motels/hotels ususlly have 300+tc. In hospitals it helps prevent bedsores.
Life Is Too Short To Drink Bad Wine
[ edited by sanmar on Dec 3, 2005 02:39 PM ]
posted on December 3, 2005 02:38:56 PM new
Don't refund this clown a dime. She bought a new item, and wants to return a used one that you can't sell, and wants a full refund on shipping to boot? Your TOS spells out your return policy. Stick to it. You are under no obligation to compete with WalMart on their liberal return policy. I doubt if they would take it back after it's been washed. Tell her that your Australian Shepard slept on it each night for a week before you shipped it, and he found it to be very soft and comfortable, therefore her concerns are unfounded.
A $75.00 solid state device will always blow first to protect a 25 cent fuse ~ Murphy's Law
posted on December 3, 2005 03:02:42 PM new
It's one of our lower cost sets, mostly sold for kids and teens, have sold several hundred of them and have never had a complaint about how it "feels" before. I think MOST people understand that for bedding to feel like high thread count egyptian cotton, they have to actually BUY high thread count egyptian cotton
posted on December 3, 2005 03:05:09 PM new
I would not refund an item that has been washed, if feedback isn't an issue, then stick to your guns and tell them to stick it! (Well, say it nicer than that)
posted on December 3, 2005 04:06:30 PM new
Nope! No refund. 180 thread count can feel stiff, almost like sandpaper. As George H.W. Bush said, "'Twouldn't be prudent."
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posted on December 3, 2005 06:43:33 PM new
"When my customers check out, they must check a box acknowledging that they have read and understand my TOS and return policy."
Refer her back to the box she check marked & say no more.
posted on December 4, 2005 10:22:00 AM new
...And suggest she use the material for window treatments, throw pillows, chest runner, etc., as the 'color' she selected is probably compatable with the bedroom decor for which she bought the sheets.
posted on December 4, 2005 02:21:22 PM new
No, I would not refund. You can no longer sell them as new now they have been washed. Suggest they wash them several times, and then use a lot of liqued fabric softener, they will probably soften up.
