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[pommom]

I stopped by a small family owned shop nearby that offers essential oil products which opened recently.  Bought a bottle of bergamot linen spray.  Later in the day I sprayed my bed and waited a few minutes.  No fragrance whatsoever.  Bent down close to the bed - still no fragrance.

Sprayed again later that evening.  Nothing.

Sprayed one last time the next day.  Zip - zero.

I called the owner and shared my experience with him requesting a refund.  He was very rude.  He did not take this kindly.  Quite condescending.  Asked me if I shook the container.  I said yes.  He asked me what I was expecting and I told him I was expecting a nice, clean fragrance.  He told me it was not perfume and I said I realized that, but to me it was watered down.  (He mixed it for me.)

He went on to extole his experience with essential oils, blah, blah, blah.  I informed him that I have dealt with essential oils since the '60s and knew from whence I spoke.  That caused him to pause.  He finally, but reluctantly, consented to a refund.

He lost my business.  Very unprofessional reaction.

Went to Whole Foods for my fave Heritage Rosewater.  Lovely.

[esmerelda]

Since you stopped by and bought it, why not stop by and make your case instead of calling?  Then he could see/smell for himself what you are talking about and no doubt his response would have been different.

[Pooky1]

does he realize a new business needs good word of mouth to help them get more people cming in. with his attitude he wont be open long.

[pommom]

@esmerelda

I did - had to - in order to get my refund.  He was non-committal and begrudgingly gave me my refund.  Did not apologize for the inconvenience.

[TenderMercies]

You should write a Yelp review.  You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.  

[Tigriss]

One word-------FACEBOOK---------Social media is the modern checks and balances for all people.

[Hoovermom]

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@TenderMercies wrote:

You should write a Yelp review.  You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.  

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As a small business owner, I would encourage you to rethink a negative Yelp review.  A person-to-person talk may have resolved it rather than a phone call first.  You don't know what was happening with him during your phone conversation and give him another try.  It's tough trying to get a business off the ground these days.  Social media is a good and bad thing these days.  

[Hoovermom]

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@Tigriss wrote:

One word-------FACEBOOK---------Social media is the modern checks and balances for all people.

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Wow, that is a mouthful.  I hope you live a blameless life where you never experience what you espouse.

[TenderMercies]

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@Hoovermom wrote:

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@TenderMercies wrote:

You should write a Yelp review.  You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.  

---

As a small business owner, I would encourage you to rethink a negative Yelp review.  A person-to-person talk may have resolved it rather than a phone call first.  You don't know what was happening with him during your phone conversation and give him another try.  It's tough trying to get a business off the ground these days.  Social media is a good and bad thing these days.  

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@Hoovermom As a small business owner, you should know that if a customer says they are unhappy with a product they've used for one day, the simple response should be, "I'm so sorry you're displeased with the product. I'm happy to give you a full refund."  I don't care what he could have been going through during the phone call.  The simple response above should have rolled off his tongue like he was on autopilot.  Customer service is still part of successfully running a business.  

[stevieb]

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@TenderMercies wrote:

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@Hoovermom wrote:

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@TenderMercies wrote:

You should write a Yelp review.  You could help others avoid this kind of experience, and the owner might read the review and workshop his attitude.  

---

As a small business owner, I would encourage you to rethink a negative Yelp review.  A person-to-person talk may have resolved it rather than a phone call first.  You don't know what was happening with him during your phone conversation and give him another try.  It's tough trying to get a business off the ground these days.  Social media is a good and bad thing these days.  

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@Hoovermom As a small business owner, you should know that if a customer says they are unhappy with a product they've used for one day, the simple response should be, "I'm so sorry you're displeased with the product. I'm happy to give you a full refund."  I don't care what he could have been going through during the phone call.  The simple response above should have rolled off his tongue like he was on autopilot.  Customer service is still part of successfully running a business.  

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Actually, it should be, but increasingly it's not...