Customer complaint - need advice

Barny1979

stevetuk wrote: »

Yeah, we know what she's doing but it's how to resolve it without it blowing up. I guess all small biz owners experience this, unpleasant people trying it on, just wondering how we handle it best.

I think I'll say we need the product returning for testing. If they can't return it, then there's nothing we can do. If I've made a complaint about a product myself I'm always asked to return it which I do because it's a legitimate complaint.

Which is how I responded earlier with the suggestions, but the other poster was stating the obvious.

custardy

lincroft1710 wrote: »

If you are in business you should be familiar with the Consumer Rights Act 2015. The salient point being that as the chancer didn't purchase the product direct from yourselves, you have no contract with them and therefore no direct liability.

As others have said, you should ask her to return the bottle and its contents for analysis.

But I'll add something further. Taste is subjective, she may have poor taste buds or be used to drinking a much stronger flavoured (more expensive?) product. So she may have had a point, but we'll never know if this was the case and/or an inferior product did leave the production line.

That presumes they deal with consumers.
They may normally deal in B2B

lincroft1710

custardy wrote: »

That presumes they deal with consumers.
They may normally deal in B2B

stevetuk wrote: »

I don't mind offering a money off voucher for a direct order from us, just as a gesture, that's a good idea.

It would appear they may deal directly with consumers

WhyNot?

stevetuk wrote: »

We produce beverages and donated a bottle to a charity for auction. We've had the winning bidder contact us directly to say she found the product had no taste and was disappointed so threw it in the bin. She wants us to send a replacement bottle of something else.


This is a new one on us, and I was just wondering what the regs were and what advice people have for how we handle it?

stevetuk wrote: »

I don't mind offering a money off voucher for a direct order from us, just as a gesture, that's a good idea.


Normally, we would need an item returned to us to first of all test and inspect it to make sure there's not a wider problem, and second of all to verify the problem does exist. But the bidder has said they just threw it in the bin...


Plus, this is the first time we've had someone complain and ask for a freebie in 2.5 years of trading (I know, we're lucky!)

Irrespective of how the customer actually purchased this item, there are no regulations covering buyer remorse.

It is, of course, unfortunate that this person was unhappy with a particular product you produce, and they decided to purchase. However, you can't pleaseall the people all the time.
As you say, no one else has ever complained about this particular product in the 2.5 years you have produced it.

You seem to conclude that this was a badly produced product. From what you have posted, that is not the conclusion I would draw. I think she simply didn't like it.

Presumably you produce your beverages in batches, with some form of quality control/assurance in place. Also, even if your quality control measures did not pick up this rogue batch, you would expect to have received complaints from others if there was anything actually wrong with this particular product. But you say no one else has ever complained.

This person is clearly interested in the products you produce, and you don't want to turn a potential customer away forever. Certainly consider responding to the person thanking them for their feedback, explaining that you always appreciate feedback, whether good or bad, regarding the products you produce.

Rather than a money off voucher, I see from earlier posts that you have provided/sent free samples before in 10cl bottles. Perhaps as a gesture of goodwill, you consider providing this person with a small range of alternative sample products you produce that she may find more appeasing, together with details of how she can purchase more from you of any product or products that she finds does more suit her palate