Community Chat

[LexPex]

Same thing happened to me years ago with a gold coln pendant that I had purchased as a gift for my MIL. She didn't tell me immediately that she didn't like it so I missed the holiday return period.  I did return it because I was counting on ShopNBC being like QVC.  It too arrived back on my doorstep.  They are very strict with their policies so now I am very careful about my returns to them.  I wear the gold coin occasionally and I love it.

[skuggles]

Thanks for sharing. Don't think I'll be trying them any time soon.

[Reba055]

Yes, rules are rules, but good grief for a pair of shoes, how much did it cost to send them back?  Maybe they should have told you they would make an exception this one time. But then I guess they would have to have a process to weed out repeat offenders. 

[Iwantcoffee]

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@Reba055 wrote:

Yes, rules are rules, but good grief for a pair of shoes, how much did it cost to send them back?  Maybe they should have told you they would make an exception this one time. But then I guess they would have to have a process to weed out repeat offenders. 

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Postage is a lot less than a pair of shoes. If a business makes an exception the customer will expect it to continue. I do not think it is good customer service, to extend a return policy for some customers. It should be the same for everyone.

[Reba055]

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@Iwantcoffee wrote:

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@Reba055 wrote:

Yes, rules are rules, but good grief for a pair of shoes, how much did it cost to send them back?  Maybe they should have told you they would make an exception this one time. But then I guess they would have to have a process to weed out repeat offenders. 

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Postage is a lot less than a pair of shoes. If a business makes an exception the customer will expect it to continue. I do not think it is good customer service, to extend a return policy for some customers. It should be the same for everyone.

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I understand that, but losing a customer over a pair of shoes isn't good customer service either. My husband used to buy me thousands of dollars of lingerie from a dept store. We went on vacation and I had some to return that were a few days late. New, tags, receipt. My husband vowed to never step foot in there again, and he hasn't.  The salespeople were ready to cry, lol. Like it or not, not everyone gets treated the same and never will. 

[stevieb]

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@handygal2 wrote:

The same thing happened to me with a leather jacket, several years ago when they were ShopNBC. I returned it a few days after the deadline, and several weeks later, it reappeared on my doorstep. I probably should have called customer service first, with an explanation.

If they were smart, they would make a one-time exception for their best customers, in order to retain them, IMO. If l were a supervisor, that's what l would do. It's better than losing a good customer forever.

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I agree with you @handygal2...  All the sanctimony about rules and so forth aside... they should have a pretty clear picture of customers who have abused their system and those who perhaps made a simple error. These boards are fraught with folks excusing errors when the retail entitiy makes them, it seems like cutting ourselves a little slack might be a worthy notion. If, on the other hand, the OP has made a habit of returning (she says she hasn't) or has sought a 'one time courtesy' or other special consideration before then I might understand them being so rigid. I think giving an otherwise solid customer the benefit of the doubt goes a long way toward ensuring customer satisfaction. Let's face it, the alternative is the potential loss of a solid customer. It's called cutting off your nose to spite your face.

[Say Nay]

They can't make exceptions because they've been refusing late returns for years. If they started to accept them now all of the customers who had their items refused because they were received after the return period would want refunds. 

[stevieb]

They're a 'new' company under 'new' management and they can very much change their policies. Even were they not, companies change their policies all the time. QVC's 'new' shopping policy is a case in point. Regardless, they don't even need to change their policy. We all make judgment calls all the time and so do business and corporate entities. Making a choice to respect a customer's reasonable request doesn't mean they're then wedded to an across the board shift in policy nor does it mean that every other customer not afforded the same action since the beginning of time has a legitimate gripe.

[HappyDaze]

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@stevieb wrote:

They're a 'new' company under 'new' management and they can very much change their policies. Even were they not, companies change their policies all the time. QVC's 'new' shopping policy is a case in point. Regardless, they don't even need to change their policy. We all make judgment calls all the time and so do business and corporate entities. Making a choice to respect a customer's reasonable request doesn't mean they're then wedded to an across the board shift in policy nor does it mean that every other customer not afforded the same action since the beginning of time has a legitimate gripe.

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And they are also allowed to make the choice not to honor the customer's request to break their policy for something the customer clearly admitted was her error. That was their judgement call and we shouldn't trash  a company or be angry with them because the call wasn't made in our (the customer's) favor. As a result of their judgement call to stick to their return policy and be fair across the board, your choice as a customer is to no longer do business with them, which is fine, or to be better at knowing what their return policy is before purchasing and then abiding by that policy if you decide to purchase and accepting the consequences if you try to circumvent that policy.

I always find it fascinating people that think that rules and policies should be broken for them because of their own mistakes.

[Say Nay]

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@HappyDaze wrote:

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@stevieb wrote:

They're a 'new' company under 'new' management and they can very much change their policies. Even were they not, companies change their policies all the time. QVC's 'new' shopping policy is a case in point. Regardless, they don't even need to change their policy. We all make judgment calls all the time and so do business and corporate entities. Making a choice to respect a customer's reasonable request doesn't mean they're then wedded to an across the board shift in policy nor does it mean that every other customer not afforded the same action since the beginning of time has a legitimate gripe.

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And they are also allowed to make the choice not to honor the customer's request to break their policy for something the customer clearly admitted was her error. That was their judgement call and we shouldn't trash  a company or be angry with them because the call wasn't made in our (the customer's) favor. As a result of their judgement call to stick to their return policy and be fair across the board, your choice as a customer is to no longer do business with them, which is fine, or to be better at knowing what their return policy is before purchasing and then abiding by that policy if you decide to purchase and accepting the consequences if you try to circumvent that policy.

I always find it fascinating people that think that rules and policies should be broken for them because of their own mistakes.

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I agree with you HD. Rules are great as long as they're in one's favor.