What to do?

bluebabe87

Hi all,
I've also Posted on the small biz forum.

I hope someone can help me, more to actually make a decision that will work out for the best. My mother owns a small business and makes items to order that must meet a certain deadline (don't wish to go to deep into it just in case) One client has a deadline in two weeks and items have been made for her, however all of a sudden she has been saying that the quality of the workmanship is poor (it isn't, we have had 2 independent people look at the items and confirm they are of good quality.) and she now wants a refund, however only a partial refund. The items have been made especially for her and are not saleable to anybody alse. Now thr problem, a) the quality of the items meet trading standards , we honestly believe she has just changed her mind or found somethking else. And b) the most important to me, my mother is not majorly ill but has diabetes which is now taking the strain on her physically, mentally and emotionally. I believe in the principle is that we have met our side of the contract within the deadline and to the correct standards, so I am telling my mother not to refund, However this particular client has been rather rude and demanding and it is majorly stressing my mother, which plays up her diabetes and makes her ill. Now do i stick with the principle or do i tell my mother to do a partial refund as to stop my mother stressing and making herself ill with worry? It is really upsetting to see her like this, I am helping when i can but also have a full time job so cant be there all the time. She has had so many pleased and happy clients.

P.S. We currently are debating what to do with the business for the benefit of my mother.

Thank you all in advance for any advice or opinions you may have.
K x _pale_

Bufger

i would have a read of consumer rights before offering your mother advice. If your mother is operating as a company find out if the 14 day cooling off period applies. Did the customer want the refund within that period?

Thats only one example. Your mother should really have a solicitor as a legal advisor for her business.

bluebabe87

Thanks for your advice, We know all about trading standards and cionsumer rights and it doesn't have a 14 day cooling off period as they are made to order and created specifically for the client and to their design. I know that we would win if it went further because it meets all needs, I'm just considering if it is worth doing that and risking my mothers health with the stress.

Bufger

why not sort it out for your mother in that case? if you are legally covered from all angles and its just a customer being difficult you have to put your business head on:

ie. Does this customer have other friends/family using your service that may hear negative things if you dont refund. (dont sacrifice one customer to find they take 10 with them! its always worth putting up with a difficult one). How important to the business is this one customer (does she attribute to 0.5% or 60% of sales).

If the customer doesnt apply to the above then dont give a refund. Explain in writing why legally she is not entitled.

In the future as a further prevention method i would have some kind of quality check signoff to prove it left your possession without any marks.

shaven-monkey

Offer a full refund in return for the goods.
And that's it.
Never do business for the client again.

?
To clarify, the person designed the goods and took delivery of them. They were supplied to spec (I assume) and the client had seen other examples of the work.
If they were unsatisfied with the quality and the items are that important they would want them remade.
They are just chancing it to get a discount. If they refuse full discount for return of goods then they're definitely taking the michael.
Bufger makes good points as well. Will this client provide you with more business indirectly?

whitewing

I kind of agree with shaven-monkey.

What is the total amount for the goods, and what would be the total amount after refund?

pimento

I'd call the buyer's bluff. If it was for example a wedding dress, the buyer might be trying to pull a fast one. Tell her that you'll refund her and see if she doesn't bite your hand off to buy it because she doens't have time to order a new one somewhere else.

If it is wedding related or similar where the deadline can't be moved..

euronorris

As this woman could damage sales through negative word of mouth, I would suggest that your Mum offers a partial refund of 10-20% as a good will gesture.

This should be offered in writing, with an explanation beforehand of how you do not agree that the item is of poor quality and detailing why she is legally not entitled to a refund (as Bufger said above).

You never know, she may accept that. And if she doesn't, she can always try to follow it up with OFT, or whoever, and they will then see that your Mum had offered a partial refund as a gesture of goodwill which was subsequently refused.

Hopefully though, it would be enough to keep this woman happy. And, as Bufger also suggested, a quality check stamp would be good for the future.

mickeypops

If you are sure that the quality is up to scratch, and that the complaint is unfounded, then you should stand your ground and refuse to refund. This sounds like an after-the-event attempt at a discount.

"The labourer is worthy of his toil." In this case, you are entitled to the agreed fee for the work completed, nothing more and nothing less.

mackemdave

If you are certain that the goods are of good quality and they are what the customer ordered at the agreed price why should you give a discount...I say stand your ground and tell her to see you in court if she wants to take the matter further....sounds as if she is trying it on

bluebabe87

thank you all for your opinions. I do agree about the standing your ground bit however it is already having a detrimental effect on her health, I know what i believe and what i would like to do but i am seriously worried about her health. your in the right direction Pimento, except it was a made to measure item. Again many thanks and it is very interesting to hear from others point of view.
Kx