Had a customer who commissioned a pendant and send me a photo of what she wanted. It was a piece that had vertical lines in a frame that appeared from the photo to have a backing. I duly made the piece and she phoned me to say that she wanted it in a box frame. When I said I hadn't appreciated that from the photo and that I was reluctant to re-make it as the photo was misleading, she ranted and raved down the phone at me that I was going to disappoint her daughter. She threatened to report me to Trading Standards and that she would wreck my business using social networking sites.
I duly re-made it in a box frame with a backing and thought it was looking good. I posted it via Saturday delivery and got a truly horrible e-mail this morning to say that it was still wrong and why did I put a back on it. The pendant in the photo definitely appears to have a back as confirmed by a group of my friends who were visiting.
I said I would refund her money if she returned both pendants to me and received back an e-mail to say she would hand deliver them once I had refunded her. She also said "I dont care what you think, it is the customer that matters and my daughter is deeply upset. I hope that you are happy with the fact you made a 13 year old child upset!
I am firm believer or what comes around goes around, you cause upset and you will recive it four times over, this is my only solice in dealing with you."
I've now blocked her e-mails and said that I'm complying with the Consumer Contracts Regulations and therefore she must return them to me before I refund her. In all my years of making jewellery, I've never had to deal with such a customer.
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