Would you offer a refund?

*zippy*

Hi

I would be very grateful if you could give me your opinions please. My business is a health related treatment. I have just had a very rude customer shouting for a refund for his treatment that he says didn't work. He booked via email after reading my web site and asked no questions. On the site it does state that it is not guaranteed, its sucess rate and that I do not offer refunds, this is not hidden or in small print, but he says he read it differently and it is not clear and started spouting the ASA. The thing is I was very uneasy after treating him and thought something was odd and I do not want to treat him again. Should I just refund him? If yes any ideas how best to word it, that this is a goodwill gesture only etc. I have now added a very clear disclaimer to the site that could not be claimed to be misunderstood. This is a new business and i'm having to learn as these things crop up.

What would you do?

thePhilster69

Personally, I'd refund him. Make it clear that you're doing this as a gesture of good will, but point out your disclaimer and refund policy that was online at the time he made his booking.

If the business is just new, at least this will counter any potential negative word-of-mouth publicity he may give you.

Just my penny's worth!

sarahlouise210

I would refund him to avoid any bad publicity he may create.
Dear .........
Further to your recent communication I have enclosed a refund (or part refund) of your payment for your recent treatment. Please be aware that I am refunding you this payment as a goodwill gesture and does not suggest in any way that I feel the treatment you received from me was unsatisfactory. I do point out on my website that treatment is not always successful and am sorry you that did not realise this when you booked your treatment. I have ensured my website has been updated so as there is no further confusion with future clients. As the treatment has not worked for you on this occasion it is unlikely that you will respond well to any further sessions. I wish you well in your search for alternative treatment.

That should ensure you do not hear from him again!

*zippy*

Thankyou Sarah Louise your letter is perfect. I will post them a refund today and then put it down to experience.

ukbill69

I wouldnt give him a refund, no treatment is guaranteed if you pence or pounds for it. Its his fault it didnt work not yours. I speak to customers all day long asking for refunds and trying to get something out of you and not many get refunds lol.

mrwibble

ukbill69 wrote:

I wouldnt give him a refund, no treatment is guaranteed if you pence or pounds for it. Its his fault it didnt work not yours. I speak to customers all day long asking for refunds and trying to get something out of you and not many get refunds lol.

Treating customers well usually works out well for a business - it doesn't mean giving all your earnings away since if you offer value for money people generally don't ask for a refund !

ukbill69 : Its not the OP's grumpy customer's fault or the OPs - its a dissatisfied customer and the best course is to refund even where not entirely justified - people tend to spread bad news more than good.

Perhaps you may wish to consider what motivates people to call to ask for a refund rather than take delight in saying "get lost - I've got your money loser - hahahahahha" - they may actuallly spend more if you understand them.

shays_mum

You only have to look @ sites like this to know how easy it is for word of mouth to spread on how good/bad a company is on customer services!. I would'nt want to take the risk of bad publicity, esp. if you are just starting out. Anyway's good luck on your venture