I've always found this a really tough topic to write or speak on particularly when you have the big box stores that are willing to return, refund anything for any reason, whether it's reasonable or not. I will say that 98% of our customers are really reasonable, nice people that make it easy to work with when there is an issue, so I guess I'm writing about those other 2% for the most part.
Any decent retailer (particularly us)wants to leave the client happy, with a product that's doing exactly what we said it would and more. That's why there are warranties. If a product fails or doesn't do what it's supposed to do we're all over it. Repair or replace as quickly as possible, and for the 98% that leaves everybody happpy.
The other 2% though seem to think that at any time for any reason that if they don't like the product they should just get their money back. The record holder for this is 11 years. Yes 11 years later this person decided that the product really wasn't what she wanted and would just like her $130 back! Up until that phone call the previous record holder was a fellow that decided I MADE him buy a waterbed and after 4 years he'd just like a refund in full.
Now most people aren't that unreasonable, obviously these are extremes. But what do I tell the person that after 2 months they'd like a refund in full? A minor problem that is easily fixed by us, they've used the product for 2 months but now would like a refund in full.
I have a tough time thinking that it's reasonable to expect this. I would never use something for 2 months and try and take it back, unless it was defective,and even then I'd just expect it fixed. I always try to solve the problem if possible.
If anybody has any thoughts on this I'd love to hear them. What do you expect a retailer to do for you?
