Firms getting snotty about refunds

byjimini

I don't understand why some companies will fight tooth and nail to keep money, no matter how small, and throw all their positive PR in the bin.

I had an order yesterday for under £20 for the company that I work, on going downstairs this morning to pick it, I found it had been hit by the forklift and smashed. I emailed the customer explaining that we'd put in an order with the supplier so it would take a little longer.

The customer phoned about 2 hours later explaining he could get it elsewhere - it's at this point that some companies will get snotty, refuse refunds and offer credit notes instead - or offer a refund and take 2 weeks to do it, minus some silly stocking fee. What exactly is the point? Sure, you get to keep the money, but you've pretty much chasing off any future purchases by annoying the customer.

I apologised, refunded him and thanked him for his order, the way it should be.

Firefox1975

Er?

Because this is business and it isn't all about PR and giving the customer exactly what they demand.

no business would last very long if it didn;t have a strong legal/ accounts/ credit control defense.

Customer service and keeping customers happy is all good, but it is frontline stuff, there are too many things at risk if a business isn't prepared to defend it's terms of sale.

mynameistallulah

Firefox1975 wrote: »

Er?

Because this is business and it isn't all about PR and giving the customer exactly what they demand.

no business would last very long if it didn;t have a strong legal/ accounts/ credit control defense.

Customer service and keeping customers happy is all good, but it is frontline stuff, there are too many things at risk if a business isn't prepared to defend it's terms of sale.

Did you misunderstand the OP? He described circumstances where the customer was quite entitled to a refund. Are you suggesting it is good business for retailers to deny their legal obligations?