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Topic: Ever had a faulty item come back?  (Read 1564 times)
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TwistMySister
« on: November 01, 2012 07:23:29 PM »

Hi!

Here's my story, quite short! I make everything from clothes, accessories, homewares etc. My facebook is in my signature to see the type of thing i sell at craft shows etc...

I had a little girl come back at a craft market and the hair bow she bought - the middle piece had slipped out, she looked really dissapointed! I said "Oh im so sorry honey!! Here take this one" and i gave her a replacement, I realised that after my first bow I had started glueing and sewing, and I must have forgotten to go back and secure that particular one, and how unlucky for her to buy it, eeek!

I felt so bad but she looked happy enough with her replacement and off she went. After she left i felt sooo horrible, I should have given her - her $4 back and another free bow right?? Ugh! But she had already wandered off and i still feel terrible! Its all about customer service aswell right? I know she was like 8, but so what? Im sure she wants to know she is spending her pocket money on something that will last!

Am i right to say now, looking back, I should have given her a refund and a free bow aswell?? Has anybody else been in this situation where their item has come back with a flaw? What did you do? What is the correct procedure?

Thanks!
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Pour yourself a drink, put on some lipstick, and pull yourself together.
http://www.facebook.com/pages/On-The-Front-Line/175858075802771

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Chris in VT
« Reply #1 on: November 02, 2012 04:24:04 AM »

Nobody's perfect, and we all will make a defective item.

You did the right thing. You replaced it. You didn't need to pay her also.

You're a business. If you got a defective from WalMart, would you expect a replacement and your money back too?

You should have a policy. Either a replacement or a refund.
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There's NOTHING at a craft show, or on Etsy, anybody NEEDS. NOTHING.
TwistMySister
« Reply #2 on: November 04, 2012 12:01:00 AM »

Thanks alot for your input, really put my mind at ease, and now i know exactly what to do in the future.  Smiley
THIS ROCKS   Logged

Pour yourself a drink, put on some lipstick, and pull yourself together.
http://www.facebook.com/pages/On-The-Front-Line/175858075802771

http://www.etsy.com/shop/OnTheFrontLine
NaturallyAlternative
Making natural gifts for everyday life
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« Reply #3 on: November 05, 2013 04:29:47 PM »

I agree with Chris. She wasn't exactly "out" by having the defective item considering she was only gone a short while and came back. I would only issue a refund if it negatively affected her some how (in the case that someone bought a dress for a special occasion but couldn't use it for X reason and had to buy one last minute)... but I'm sure that's a rare case.
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