Non return of faulty item

LouisaRose_2

Just a quick question.

I am a retailer and a client has complained about an item being faulty. Unfortunately the item isnt something you can return a few weeks later, it is only guaranteed for one day as it is a perishable product.

The problem however when it comes to refund her, is that she has not actually returned the item nor proved the goods were faulty. I have no evidence that what she is saying is true. It is just her word for it.

Any advise? x

Esqui

I think a bit more info would be needed:

What is the item?
When was it sold?
When did the customer tell you about it?

LouisaRose_2

Esqui wrote: »

I think a bit more info would be needed:

What is the item?
When was it sold?
When did the customer tell you about it?

The item was a fresh flower wrist corsage. They are perishable and guaranteed for same day only.

The item was sold on 02/07/11
The customer told me about it today 12/07/11. Please note i was closed 05/06/07/08th yet posters on my shutters stating to phone and leave a voicemail message and i will get back to anyone the next day.

Aparently the client phoned on 05'th but chose not to leave a message

neilmcl

And what was the problem/fault?

LouisaRose_2

neilmcl wrote: »

And what was the problem/fault?

Aparently it 'fell apart' before they got into the limo. I do lots of these this time of the year and no other complaints. It would take me a good ten minutes with a sharp knife to remove it the way she said it came off.

I can not verify how it came off tho as no return of item nor photos of any damage etc. Just her word

neilmcl

Legally I doubt there's anything the customer can do without any evidence of the item in question. Having said that you have to ask yourself how much is your reputation worth and how much do you believe in good customer service. Why not take the customer's complaint at face value and refund them rather than lose any future custom from them.

arcon5

I agree with neil's post above... but rather than offering a refund, offer a credit note as a gesture of goodwill. The problem is wit ha refund if she does nee the same service again she will think twice before using you, a credit note gives you the opportunity to redeem youself and much cheaper.

LouisaRose_2

Thank you for your responses!

I agree, i dont want bad feelings as in my three and a half year's in my own business i very very rarely get complaints and i think in this case it was mis-handling if it truely happened. I will not be known as a soft touch by giving a refund without seeing the product as even your bigger retailers wouldnt, but i think a credit note is the best alternative.

Many thanks x