I always find it interesting how other web businesses handle things, for obvious reasons. I bought some stuff from a site the other day. None of it was very expensive. It was basically 8 patches. First thing that miffed me was that they only had a UPS shipping option for minimum $8, for something that can go in a regular envelope in the mail. I'm in the same state as them. Then I get it and notice they did in fact put it in a mail envelope, not even priority... So it probably cost them less than $2. They pocket the rest. Ok whatever. Then I realize one of the items was clearly flawed. I emailed them and told them that it was flawed and I'd like another one. I told them I can scan it to show them if they like and they can just mail it regular mail to save them money. I honestly didn't think they'd call me on showing it to them. Common sense would dictate that if somebody offers to show it, then they probably aren't lying. But they contact me back and do ask to see it. I send them a scan and the person says they can't see the picture. I send photos to people all the time, no problem. The guy gives me another address to send it to, saying that one might receive pictures correctly. I send it to that one. They email me back and say that I can now mail it back to them and they will send another one, or I can take a credit for just the cost of the item. OK, so why did I just go through the hassle of having to send them a photo of it? Keep in mind this is all over a $3 item.
If it had been me, I would have just sent out another one in the mail. I was going to order more stuff from these guys. Now I will not. Lost customer over $3. This is a perfect example of a business obsessing over people screwing them, and shooting themselves in the foot in the process. It's good to see things from the customer's point of view once in a while, to see what it's like. I would never have handled this so badly myself.