Forum Moderators: buckworks
I was wondering what return policy do you guys have in place for website content description errors?
Since I deal with over 100,000; from time to time there might be an error within my product description describing the product. I use data feeds from my wholesalers to update product content information, and sometimes there are a couple products that they make a mistake on.
So now I have this customer claiming that I'm false advertising and it's illegal. He's demanding a refund and if he doesn't get one he will report me to the Better Business Bureau (BBB).
How would you handle this situation?
I just hate when customers "demand" refunds; it puts me on the defensive because it's not like I made this product description error on purpose.
And maybe if he did a simple UPC# or title search on Google; he would have found out every single detail about this product before placing the order.
Thank you,
olimits7
And maybe if he did a simple UPC# or title search on Google; he would have found out every single detail about this product before placing the order.
They won't come back. Just sayin.
Do you have a disclaimer at the bottom of the product description saying the information is provided by the supplier or manufacturer and that you're not responsible for any errors or omissions?
Actually, I have the above written in my "Terms of Service" in which a customer has to check on a box saying they agree to the "Terms of Service" before they are allowed to submit an order.
So if I really wanted to be a jerk back at him; I can say that you accepted the "Terms of Service" before submitting this order and it specifically says we are not responsible for product description errors.
olimits7
If there was a substantive error in the description, you should offer a refund or exchange, promptly and graciously (even if the customer doesn't manage to be gracious), at YOUR cost.
Anything less and you become a scammer.
Refund, thank you for your business, onward and upward . . . .
That said, a refund is clearly the customers right if a product is incorrectly described, and being annoying does not (unfortunately!) waive his rights.
My advice: refund and move on.
Otherwise just refund him. Is there an echo in here? ;-)
There is a difference in asking for a refund; instead of calling my business illegal and making threats to the BBB on the first initial email he sends me.
This is his tone when I didn't even get a chance to reply back to him yet...crazy people!
Refund him. Then, if you have the product he actually needs, offer him a discount on it. Sometimes disagreeable customers become great customers.
As I see it there is a small percentage of the population who go through life causing other people misery. The best thing you can do is avoid them wherever possible. As a retailer, when I meet them, the absolute last thing I want to do is encourage them to come back.
However, there is a larger percentage of people who are usually quite reasonable and are just displacing anger. When their overblown complaint is met with genuinely fine service, they revert to rational behavior and can often become strong customers.
In this case though, I think you're right. Send him to the competition.
.... instead of calling my business illegal and making threats to the BBB on the first initial email he sends me.
You will likely find that those who are the first to cry "false advertising," "I'll call the BBB," "I'll bring the wrath of the gods down upon you," are the least likely to actually do this. The ones to watch out for are the silent and cold types. "Little big man complex" is what my wife calls it, I'm sure there's a more appropriate term.
