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Wrong item shown. What would you do?
dickbaker




msg:4219517
 11:46 pm on Oct 20, 2010 (gmt 0)

I just ordered a two-part piece of equipment. Each part is sold separately.

One of the parts on the retailer's website had the photo and full description of a part that was considerably more expensive. I didn't realize that the price should be much higher, only that it sounded like a good piece of gear.

When the two parts arrived today, I was surprised to find that the part in question didn't have all of the features that were shown in the photo and in the specifications on the website. Instead of getting the model XYZ I was expecting, I got the stripped-down model X.

I'm very careful not to make mistakes with my products so as to not have something like this happen. I'm trying to figure out what I'd do if I made such a mistake.

What would you do? Lose money by giving the customer the more expensive part, or apologize for the confusion but not do anything?

It's lose money or lose reputation (maybe).

 

HRoth




msg:4219533
 12:06 am on Oct 21, 2010 (gmt 0)

I would ask the customer to return it (or if it is not that expensive, let them keep it) and send them what they thought they were ordering. That's only fair. And I'd update the page and notify anyone else who had ordered it and whose orders had not been shipped yet that there had been an error in the price and I would be happy to refund them and apologize for the problem, etc.

dickbaker




msg:4219581
 2:49 am on Oct 21, 2010 (gmt 0)

I would ask the customer to return it (or if it is not that expensive, let them keep it) and send them what they thought they were ordering.


The item shown is actually $185, while the item sent is $69. That's a pretty big loss on an item for the retailer to eat.

Staffa




msg:4219658
 7:32 am on Oct 21, 2010 (gmt 0)

That's a pretty big loss on an item for the retailer to eat.


That's true but it is also a very big incentive for the retailer to double check everything on their site before letting the world see it.

It's not a problem for the customer to worry about ;o)

lorax




msg:4219763
 11:54 am on Oct 21, 2010 (gmt 0)

I agree with Staffa. This is a case where it's NOT the customer's problem. If you made the mistake, then you need to make it right if you want to keep a customer and your reputation. Your worried about the money you'll lose - I understand this. But a bad reputation will cost you far more in the long run. At least call the customer and explain the situation and see if you can work it out favorably for both of you.

bwnbwn




msg:4219790
 1:06 pm on Oct 21, 2010 (gmt 0)

There is a new notice from Paypal that is the item described does not match the item sold the customer can file a complaint and you will pay the full refund plus shipping fees both ways.

Option 1- See if the customer will accept the item as is and a refund the difference in cost of the item. Best option

Option 2- Get the item returned and order the item they wanted. You pay for the return shipping.

Option 3- Get the item back and give a full refund.

There are no other options.

dickbaker




msg:4219844
 3:01 pm on Oct 21, 2010 (gmt 0)

I called the retailer and the salesman I dealt with said I'd been sent the correct part. I had him look at their website and he said, "oh, that's a picture of the model XYZ. The XYZ is $180, not $68."

I then told him to look at the description, and he realized the description was wrong, and said they'd have to change that.

I told him I was really disappointed, and he offered to sell me the XYZ for $120, which I replied was much more than I'd planned on spending.

I should probably note that I originally called him about a different brand and he told me that model was discontinued, and was replaced by the new brand, model XYZ.

He did offer to discount the XYZ model by 33%, but didn't go so far as to replace what I got with what was advertised.

I suggested that he go over their entire website to see how many more mistakes have been made.

Staffa




msg:4219896
 4:39 pm on Oct 21, 2010 (gmt 0)

As I understand the salesman would have let you be stuck with a $68 item and expect you to buy another item for $120 ?
If you had agreed, by reducing the dearer item by what you have already spent he would only have lost the cost price of the lesser item which could be considerably less than the sales price.

You are very nice, after such a lame offer to still point out to check his web site. In this case I wouldn't have done that, the next customer who gets fooled might not take it so kindly ;o)

bwnbwn




msg:4219912
 5:37 pm on Oct 21, 2010 (gmt 0)

dickbaker
I answered your post wrong sorry I thought you bought the item for a resell sorry. Now that I am on track let me see if I can add a better more to the topic comment.

My fist question is what did you pay for the item. My best guess was you paid 69 not 189 is this correct?

Being in this business if it were my mistake and you did pay the lesser price I would have offered you the item for % discount, subtract the amount you have already paid, and ship the item to you on my dime. More or less I would just do the deal at a break even cost. This way your happy and I as the seller didn't lose either.

I would not ship the more expensive item for the lesser cost that will not be an option for me.

I would expect that this is what the company tried to do with the 33% discount and one I feel is fair and should be either accepted or rejected with them getting the product back and you getting a full refund. Trying to get them to cough up a bigger loss as well as the shipping pickup and reship the item is to me not a option I would ever do and or expect.

dickbaker




msg:4220031
 10:29 pm on Oct 21, 2010 (gmt 0)

Staffa, bwnbwn, what the sales person offered to do was take the less expensive item back for a refund and sell me the more expensive for $120, two-thirds of its regular retail price. My guess is $120 is about what their cost is for the more expensive item.

That seems like a fair offer. If I had made a mistake and showed a $180 item priced at $67, I would have a hard time offering to switch the $67 item for the $180 item. I haven't made that kind of mistake before, and I hope I never do.

bwnbwn




msg:4220102
 2:38 am on Oct 22, 2010 (gmt 0)

About as fair as it gets dickbacker. I guess we all make mistakes one way or another in this business sure is easy to do. I know I have made my fair share of mixing up images and prices. Sounds like it will work out for you.

This sounds like a company willing to work with the customer and one I would be a return customer to if I were buying from them

MrHard




msg:4225273
 5:23 am on Nov 2, 2010 (gmt 0)

apologize for the confusion but not do anything?


Are you kidding? They had the wrong photo and description up. That's false advertising/fraud if they shipping you a cheaper wrong part.

Were talking about approx $100 here. Seller should send the correct item as shown and described, eat the loss and figure they are paying for the customer to bring the mistake to light.

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