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ps_bond
03-09-2009, 01:25 PM
While I'm on the subject of customer service:

When you have sent the wrong item out to a customer, it is *your* responsibility to make good on that. The last time that happened to me, I had to repackage and post the item back to you - complete with a letter complaining about the process. Until it had been received by you, you wouldn't countenance sending what was actually ordered.

The correct item was eventually supplied - along with my letter, crumpled and stuffed into the envelope with it. No acknowledgement, nothing.

Oh yes - and you still owe me the postage.

EmmaRose
03-09-2009, 01:28 PM
that is VERY bad. disgraceful in fact.

ahunter
03-09-2009, 07:15 PM
Sorry to here that you've been let down by our returns process, I will ensure your postage gets credited tomorrow on return to the office.

Plus I'll investigate the actual incident, both the incorrect item and the actual credit process.

Regards

Adam H.

ps_bond
03-09-2009, 07:59 PM
Thank you Adam. Do you want an order number for that?

Rob Taylor
04-09-2009, 07:23 AM
yes please, or email directly to me rob.taylor@cooksongold.com

Rob Taylor
04-09-2009, 08:19 AM
We've had the opportunity to revisit our returns process this morning. You obviously shouldn't have received your correspondence back with the replacement item and we apologise for that. It shouldn't happen again. We are in the middle of setting up a returns business reply label so that customers don't have to fund the cost of return postage whilst waiting for a credit, in many cases that means the item can be put in a post box rather than having to take it to a post office.

ps_bond
04-09-2009, 09:01 AM
Process improvement is nice to see in action.

What I'd like to see added in is sending out the correct item as soon as you're informed - you'd already billed for it, so the incorrect item was the issue.

MuranoSilver
04-09-2009, 09:03 AM
I can see you point Peter but what about dishonest customers...
there's a few of em out there y' know :(

ps_bond
04-09-2009, 09:03 AM
Billing details remain on file...

Besides, *most* people are honest (despite my cynicism). Most being anything over 50% :D

MuranoSilver
04-09-2009, 09:07 AM
It does but cookies would have hard time getting cash if the customer paid by card the card companies are definately on the customers side...plus I'd imagine that once some people had the correct goods there would be less incentive to post the other stuff back promptly (or at suitable rate)
I think the returns labels are an excellent idea though :D

ps_bond
04-09-2009, 09:23 AM
Nonetheless, it's what I expect and receive from other suppliers. It's a trust issue - I trust them to bill my credit card and supply the correct goods; the suppliers trust me to pay the bill and return erroneous goods. I feel I'm on a stickier wicket with stuff that I've ordered in error; however, most that I've used will accept things back without much trouble. Some charge a restocking fee.

The only time I've been tardy about returning an item in that scenario, I received a call a little while after to remind me. Oh - and I *always* get a certificate of posting nowadays, so still have to go to the post office. :(

agent_44
04-09-2009, 09:29 AM
It does but cookies would have hard time getting cash if the customer paid by card the card companies are definately on the customers side...plus I'd imagine that once some people had the correct goods there would be less incentive to post the other stuff back promptly (or at suitable rate)
I think the returns labels are an excellent idea though :D

Well that's just an incentive to get the orders packed right in the first place ;) :D

It does seem a bit off though if it's the suppliers mistake and they then turn around and say they don't trust you to sent the item they sent by mistake back. When I have had this happen to me, quite often the company will say keep the incorrect item, if it's value is not worth the hassle.

ps_bond
04-09-2009, 10:16 AM
A point I keep forgetting to add - if I've ordered something for next day delivery, there's a strong chance that that's when I need it... Not some time after the unwanted item has been received back at the supplier.

ps_bond
01-10-2009, 02:00 PM
And the end of the saga...

Cooksons have more-than-covered my postage; it goes some way towards mollifying. I had email confirmation a couple of weeks ago, but only just recently received the credit note so had waited. So - thank you, guys.

EmmaRose
01-10-2009, 02:08 PM
I do so like a happy ending :)