Bespoke order - is refund fair or not?

Sampochin

Will try to make this as short as possible.
Customer orders 3 custom dress all bespoke. So she selected her own colour and mixed embroidery etc. placed order in November, 1st dress due in January and other two in feb.
1st one arrives and she tried is on and is happy. Colour is perfect embroidery and dress itself is the same as the one she selected from the shop.
She goes home and next day sends a message in essence saying because she didn't get the 'wow' factor she was hoping to get from her bridal outfit she wants to cancel. At the same time she admits in her message that the work is perfect and the colour is exactly right, only she didn't get excited when she put it on.
She not only wants to cancel this dress she wants to cancel the other two that were virtually finished and about to be shipped.
Is it reasonable to be expecting a shop to cancel after three months? And everything we have outlaid to be borne by us? She thinks so. She keeps saying this is what customer service is, to do whatever it takes to keep her happy no matter the loss to us as a business.
To be nice we have agreed to cancel the two dresses that have not arrived yet but it's far too late to cancel the dress that's here and she has tried on and was happy with. How excited she gets or doesn't get should not have a bearing on anything.
Or am I being unreasonable? Should I just give her a full refund and be stuck with all three dresses?
Any opinions will be appreciated. Even one liners.
I should add. Everything she has chosen is from our shop so there is no question of the product being different from what she selected. They are all exactly what she asked for.

DoaM

Orders were placed online, or face-to-face in store?

Did she select options from your website to create the "bespoke" dresses, or did she personalise them (e.g. provided the design to be used)?

The distinction is important ... for the former then your customer has the right to cancel at any time up to 30 days after receipt; for the latter then the absolute right to cancel no longer applies.

Read the Consumer Contracts Regulations 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

wealdroam

Sampochin wrote: »

Will try to make this as short as possible.
Customer orders 3 custom dress all bespoke. So she selected her own colour and mixed embroidery etc. placed order in November, 1st dress due in January and other two in feb.
1st one arrives and she tried is on and is happy. Colour is perfect embroidery and dress itself is the same as the one she selected from the shop.
She goes home and next day sends a message in essence saying because she didn't get the 'wow' factor she was hoping to get from her bridal outfit she wants to cancel. At the same time she admits in her message that the work is perfect and the colour is exactly right, only she didn't get excited when she put it on.
She not only wants to cancel this dress she wants to cancel the other two that were virtually finished and about to be shipped.
Is it reasonable to be expecting a shop to cancel after three months? And everything we have outlaid to be borne by us? She thinks so. She keeps saying this is what customer service is, to do whatever it takes to keep her happy no matter the loss to us as a business.
To be nice we have agreed to cancel the two dresses that have not arrived yet but it's far too late to cancel the dress that's here and she has tried on and was happy with. How excited she gets or doesn't get should not have a bearing on anything.
Or am I being unreasonable? Should I just give her a full refund and be stuck with all three dresses?
Any opinions will be appreciated. Even one liners.
I should add. Everything she has chosen is from our shop so there is no question of the product being different from what she selected. They are all exactly what she asked for.

I get the impression that these dresses were ordered face to face in a shop.

If that is so, then the customer has no statutory right to cancel the order.

She only has a right to cancel if the shop's returns policy allows it.

Only if the goods do not conform to contract can the buyer reject the goods for a full refund.

pinkshoes

If she bought face to face in teh shop, then she has no right to cancel at all.

Inthink you have been VERY generous cancelling the other two, because by the sounds of it she is still going to give you a bad review regardless.

I would be tempted to charge her for all three!! (Or at least losses for the other two...)

unholyangel

DoaM wrote: »

Orders were placed online, or face-to-face in store?

Did she select options from your website to create the "bespoke" dresses, or did she personalise them (e.g. provided the design to be used)?

The distinction is important ... for the former then your customer has the right to cancel at any time up to 30 days after receipt; for the latter then the absolute right to cancel no longer applies.

Read the Consumer Contracts Regulations 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Are you sure you dont mean 14 days?

ThumbRemote

Withdraw your offer to refund on the other two. It sounds like you already have her money. Tell her to do one.

DoaM

unholyangel wrote: »

Are you sure you dont mean 14 days?

I do ... I always get the 2 options mixed up.

CardinalWolsey

When telling her to do one (correct path, in my opinion), also ask her if she managed to get her Camera replaced at Currys...

agrinnall

CardinalWolsey wrote: »

When telling her to do one (correct path, in my opinion), also ask her if she managed to get her Camera replaced at Currys...

Wouldn't that be funny if it did turn out to be the same person? Certainly sounds like the same type. :rotfl:

RoonilWazlib_2

Haha, above amused me.

waamo

It sounds like you have been more than fair. You had no obligation to refund any of the dresses but out of kindness you chose to refund on the two that hadn't been delivered.

She now has a dress that has been worn and for all you know has been used for a one off event.

She has no right to a refund nor does she deserve one.