neonmania
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posted on March 10, 2003 12:14:18 PM new
I have a customer that purchased four hair care products. One of which is an oil that the manufacturer does not seal so can leak. You guessed it, it leaked. SHe wrote complaining that the product had partially leaked and what did I plan to do to make it up to her. I offered to ship a replacement and she accepted. This time I carefully wrapped plastic tightly around the pump area to keep it from leaking. Today I get still another email. This one has leaked too and now she wants a complete refund.
I have shipped this identical product to 8 other customers - all without problems.
My instinct is to tell her that two halves make a whole. She has recieved what she paid for and I am not eating the cost of this product and shipping twice when I am beginning to think she is lying thru her teeth. I'm betting Fluffy will agree but while I am taking breather before writing a reply I'm open to others input and opinions on what other options would be.
[ edited by neonmania on Mar 10, 2003 12:15 PM ]
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techanalysis
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posted on March 10, 2003 12:20:15 PM new
Last time I checked it took quite a force to depress those hand pumps - much more than the rattling around a shipping carton would entail.
I'd just politely tell her that you have a 1 replacement-per-order policy and that's it.
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tomyou
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posted on March 10, 2003 12:35:17 PM new
You probably wrapped it so tight it forced it to leak. I'd just refund the money and move on.
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rarriffle
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posted on March 10, 2003 01:05:09 PM new
I'm with techanalysis on this...one reship per order.
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shop4shoes
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posted on March 10, 2003 01:16:17 PM new
My instinct is to tell her that two halves make a whole.
MUHAHHHAAAAHHA! 
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neonmania
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posted on March 10, 2003 01:20:25 PM new
Tom - thisis one of those time you should have out the reply in question form. As in "Could you have" rather than "You probably". The answer would have been ...
No, because what I did was wrap plastic wrap in the area around the pump so as to prevent it fom being depressed. The rest of the bottle was laying in among a cozy bed of peanuts and the buyer aknowledges that there was no damage to the shpping box.
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shop4shoes
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posted on March 10, 2003 01:23:16 PM new
Dear Gentle Customer:
I have consulted with two experts in the field of customer relations...Shop4shoes and FluffytheWonderCat. I am sure you have heard of them. Their delicate handling of customer problems is known throughout the internet.
I contacted them because, I wanted an impartial and calm outlook on this situation. They always know how to diffuse a tense situation.
Shop4shoes said: Tell the stinky wench to pour one bottle into the other and send you the leftovers.
Fluffy said: ......
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msincognito
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posted on March 10, 2003 01:40:33 PM new
If you want to play with her head (so to speak) you could send her an email oozing concern .... "I tried so hard to pack it well ... I've sent out so many that made the journey OK ...I'm so upset by this ... can you give me any insight as to what happened?" You'd have to do it in a 100 percent non-accusatory fashion, while subtly delivering the message "Why is it that the only two bottles that have ever leaked are the two I sent to you?"
But that would just be recreational. From a practical standpoint, I'd just say refund and move on. Oh, and block her.
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tomyou
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posted on March 10, 2003 05:31:46 PM new
Been around the brutes on this board to long I am sticking with you probably.
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zircon4
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posted on March 10, 2003 05:32:18 PM new
ROFL at Shop4shoes!
Perhaps you should send her a new one. Only this time set it inside a solid block of fibreglass resin send it via UPS (receiver to pay of course). At least it will not leak. And don't forget to block the email address. You might get a few choice words from her.
zircon4
The glass is half empty! No one will top it up when it is half full.
[ edited by zircon4 on Mar 10, 2003 05:35 PM ]
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fluffythewondercat
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posted on March 10, 2003 06:20:13 PM new
Fluffy said: I agree with msincognito, who clearly has a fine Machiavellian mind.
Lay on concern and sympathy with a trowel, like the one your customer uses to apply her makeup. "Somehow I must have sent you the only two defective containers that have ever been reported. I am desolate that my two pump bottles of oil are leaking all over your fine furnishings. Please return them post-haste and upon receipt of the defective product, your refund will be made."
You'll never hear from her again.
--
"I'm thinking of the immortal words of Socrates, who said `I drank WHAT?'"
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Roadsmith
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posted on March 10, 2003 06:43:51 PM new
I'm with the folks who say you've done enough! Lord knows, sometimes things we buy at a store leak slightly. But not a lot! And you've sent two bottles, each of which leaked slightly (she says), so I figure she's gotten nearly 2 bottles for the price of 1.
The one-replacement-per-customer, I think, is a good one. But wouldn't hurt to ooze concern, too--ask her for advice on how SHE would have shipped the bottles.
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sparkz
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posted on March 10, 2003 08:08:52 PM new
You sent her the hair care products. Now tell her to go soak her head. In a diplomatic way, of course.
The light at the end of the tunnel will turn out to be an oncoming train.
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mypostingid
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posted on March 10, 2003 09:02:09 PM new
You sent her the hair care products. Now tell her to go soak her head.
Do we give out awards for snappy remarks? 'Cause if we do, I nominate Sparkz for this one. People came from blocks around to find out what I was laughing about. Good one.
MPI
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meadowlark
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posted on March 10, 2003 10:11:06 PM new
Sparkz,
LOL! 
Patty
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bkkofaz
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posted on March 10, 2003 10:20:39 PM new
As an airline employee and VERY frequent flier, I can tell you that leakage is not necessarily an indication of a defective container or the pump being depressed. My guess if this was shipped through the air that the pressurization caused the container to expand, then contract, causing it to leak as often happens to my toiletries. This more often happens with full containers.
You should see what pressurization does to YOUR INSIDES! Ever experience bloating when flying on long flights? It's the same effect.
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bigpeepa
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posted on March 11, 2003 04:31:06 AM new
FIND SOMETHING TO SELL THAT SHIPS BETTER AND REFUND MONEY.
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tomwiii
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posted on March 11, 2003 04:57:00 AM new
My! Ain't we the big pee pa??!! 
Ralphie loves Mr Blonde:
"Are you gonna bark all day little doggie, or are you gonna bite?"
http://tinyurl.com/5duz
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meadowlark
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posted on March 11, 2003 05:00:35 AM new
Well, big angry letters at least.
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neonmania
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posted on March 11, 2003 08:46:54 AM new
SHOP - ROFL! Thank you - after all yesterday I needed to start today with a laugh
I'm seconding the nomination of Sparkz!
BK - thanks for the info but it's a hard plastic container. Of course you realize I'm now afraid my internal organ will contract and spill during flight but other than that.... No, Really, I'm fine, not a worry in the world...not one... MOMMMMMMMMMMMMYYYYYYYYYYYYYYYY
BIG - perhaps you should work on your reading comprehension skills - Hers are the only bottles from a case that was shipped to various buyer that did.
RESOLUTION OF PROBLEM -. I appologized to the customer that they recieved the only two leaking bottles in the case but informed them that my policy was one replacement per order. I'm eagerly awaiting my neg and attempted PayPal chargeback as we speak.
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