Return Policy

Here's my take--if its after 30 days, no dice--thats an easy one to figure out in my book. If he didn't try it on right there or figure out within a few days that it was too small, thats his loss and his problem. I'm at a loss how it could take over a month to find out a jersey doesn't fit. If you REALLY want to be nice to him--offer him a % off on a new jersey or something like that, or free shipping on an order (assuming its not a frame or a set of wheels or something) to see if that will do the trick. Good luck!

I used to own an insurance agency, and my customers were mainly other business'. I know and understand product law, because it relates a lot to commercial insurance. You have the right to do nothing, but that is not always a win/win conclusion.

I never responded well to threats, such as that your customer has provided to you. I also dealt a with a lot of negative, as I often explained to the customer no coverage for the claim, but then wanted to keep them as a customer. When I had a situation such as yours, listen to the customer, respond back with empathy for there feelings, this usually helped soften the situation. Then I would explain the situation to the customer from the insurance company's perspective (in your case the 30 policy), show the negative consequences of filing a claim which not covered, lastly ask them what should be done.

Appling the above to your case, listen, provide understanding about a wrong sized product and that it would appear to be a waste of money, then expain how we are now in the slow season and you might not sell it until next year, discuss the return policy and ask why the customer feels it is fair that they should get the return, and lastly ask what they think is a fair solution to both parties. From there hopefully you can come to a situation that both would be happy.

These situations are never easy to handle. Good Luck!!!

--Jeff

Here's my take from a customer point of view:
First off, do you think the customer knew of the thirty day return policy? If they did, I think they're trying to take advantage of you.
If they play dumb, I'd do what one of the previous posters suggested and offer to give them a small discount on new merchandise.
Either way, it does seem hard to believe that it took them so long to figure out it didn't fit. But on the other hand you don't want some kook scaring away other potential customers. I say compromise and give 'em the discount on something new.
good luck. i deal with the public in a public library setting and you would not believe some of the....er...interesting people we get.
Like the time one patron wanted to prove to a friend that unicorns were "instruments of the devil" and wanted to know if we had any books that proved her point of view. Supposedly her friend collected unicorn figurines and she wanted to save her friend's soul from the evil effects of her collection!

PS: Why didn't he try it on at the show?

Stick with the no returns after 30-day policy. Business is business and there are no exceptions.

tanggoman said:

Stick with the no returns after 30-day policy. Business is business and there are no exceptions.

I went to the Wachovia race in Trenton back in June and bough t a knockoff jersey from a vendor there. It was labeled XXL and I asked about a return policy. Since it was a 1 day event there was no return policy unless I wanted to go through the trouble of mailing it to them. He suggested that I try it on, but I was so sweaty from running around the race with my 5 cameras that I didnt want to and risk leaving it for someone else after my sweaty body had been in it......so I bought it for $30. As it turned out the jersey was about 1 full size too small. Well I didn't [censored] about it, I just took my losses and still have the jersey. Heck I figure that now I have incentive to lose that 20lbs Ive been carrying around. I refuse to badger the vendor.

I think that customer is an ass!!!

Thanks to all of you who responded on this issue. Originally, I told the customer that I wouldn't accept his return but I did offer a 25% discount on any jersey in the store. I think that's more than fair.

bicyclinghub said:

Thanks to all of you who responded on this issue. Originally, I told the customer that I wouldn't accept his return but I did offer a 25% discount on any jersey in the store. I think that's more than fair.

That seems totally fair. Too fair if you ask me. The customer first off should realize that there is a 30-day return policy on just about ANYTHING that you buy, no matter who's it's from. Secondly, if it had been me and the customer threatened me like that I'd tell him to stick it where the sun doesn't shine if I chose to respond at all. He sounds like a kook and it's not like your business is really going to suffer if his little bike buddies are going to go somewhere else for their gear. You're better off without the hassle anyway.

#7 that is more than fair

If I were selling stuff like you I wouldn't want customers that tried to blackmail me and, in the circumstances you describe (clearout jersey, opportunity to try it on for size, after 30 days it doesn't fit) I would have told him in no uncertain terms to leave the vicinity and do his worst

You handled it very generously and if he isn't shouting your praises from the rooftops, he should be. Just hope he doesn't tell his mates about how easy it was to get a 25% discount from you....

bicyclinghub said:

I run a website that sells cycling clothing on the Internet.

I bought a T-mobile jersey from you a while ago. I was an awesome price, and I received it way sooner than I thought.

I'm sorry, but to me it is not clear... did the customer request the return in the 30 days since purchase or not?

Hi man,

i run several e-commerce website selling all sorts of products for different clients.

In your terms and conditions page make it clear that you do not accept returns after 30 days on clearance items.

then (and this is important) on your website, when a buyer has the item in their shopping cart, they go to the checkout. They have to click a check-box to proceed sayting that "by purchasing these goods you agree to adhere to our terms and conditions" and provide a link to your t&c.

99% of shoppers wont read it but they have agreed by checking the box. You are then covered.

On your reciept you state that these goods are covered by your terms and conditions as stated on your website...

job done.

dont rely on implied policy. it has to be there in plain english in black and white.

the arsewipe you did business with is probably just angry right now, he'll calm down and probably wont do most of the things he threatened.

bicyclinghub said:

I run a website that sells cycling clothing on the Internet. At a show in early July I sold a jersey on the $30 closeout rack. The customer has come back saying that the jersey is too small for him and he wants to exchange it for another jersey.

Honestly, I don't want to take the jersey back because it's the only jersey of its kind and I have no outlet to sell it. Our return policy states clearly that we will not accept returns after 30 days. This might be a stretch, and maybe there is an implied policy that at flea market events on clearance racks that all sales are final.

Enclosed is his threat. If someone whines a lot should they get what they want? Or am I being too harsh by not accepting his return?

I'll be sure to tell all my cycling friends and club about your stellar
customer service. I'll list the jersey on ebay or craigs list and let
everyone there know too. I will also be forwarding all this to Cascade
Cycling Club to make sure they know what the vendors that they are
allowing into the STP are doing to there cutomers.

Thanks in advance for your response. : 😄