posted on July 26, 2006 05:22:42 AM
I'm at my wit's end.....
A customer purchased a Console Set out of my store for 79.95. I wrapped in bubble, packed in an appropriate box filled with peanuts and one candleholder arrived broken.
I get a nasty email complaining, first that the set is not marked (alot of this pottery is not). Second, she didn't like the packing.
I emailed back, gently telling her that alot of this pottery is not marked and to check out a collector's book and which page to seek. That I try to pack very well and to check my feedback, which reflects this. That I would fill out the USPS forms and mail to her Monday (which I did). I also found a replacement candle holder on eBay that went with the set and directed her to the same. (She would have come out the same, or better.)
Well, she was "away from her computer", so she "was outbid" and now she wants to return the entire thing. I have already sent the forms for insurance to her. (And I DON'T want it back if it's broken.)
posted on July 26, 2006 06:09:21 AM
Hi. Don't you lost LOVE buyers like this?! Anyhow..in your description, did you mention as to whether it was marked or not? Most important..if she sends it back, the PO won't honor the insurance claim. She has to keep everything together and take it to her PO. Good luck...I feel your pain...
posted on July 26, 2006 06:34:16 AM
I'd refund the cost to the buyer, hope she's honest enough to repay you if USPS ever decides it was their fault, eat the loss, and go on down the road.
Hopefully this is a rare occurance for you and life's just too short to spend hours and days on a situation where no one's going to be happy in the end...no matter how it turns out.
The other thing I'd recommend is to buy insurance through U-PIC. The cost is cheaper, the claims process is simpler and much faster than USPS, and you can insure all your packages (even the ones coming to you).
posted on July 26, 2006 08:07:43 AM
Next time after you bubble wrap each piece, tape them all together and fill the box tightly with peanuts. This should insure safe arrival.
You should just tell her that if she returns it that the insurance won't pay so you can't take it back. Period
You have done all you can do, but if she used paypal don't be surprised if she does a charge back. She won't win if you keep your cool.
posted on July 26, 2006 05:45:32 PM
After I wrapped the holders they were put into the wrapped bowl and taped, then wrapped again. I figured that way they wouldn't jostle around and get broken...
I never said it was marked, but I id'd it.
I told her the insurance wouldn't pay if it were shipped back to me. I have saved all emails.
After getting two bounced checks this week, I'm not too up on thinking all Buyers are honest.....a month ago, maybe. I explained the process to her and told her the refund would go to her.
