Yesterday at an art show we sold 2 pendants and 1 set of earrings to a lady who was buying them for Christmas gifts. Today she came back wanting to know why she didn't have all 3 items. I remember wrapping up all 3 items, even labeling the pendant with an 18 inch chain so she would know which one had the 20 inch chain on it, etc. We looked to make sure nothing had fallen on the ground under our table, etc. She swears she put them all in the big "cargo" style bag she was carrying but one of the pendants wasn't there when she got home. I'm thinking that somehow she lost it, not sure how, but I know we don't have that pendant in stock any more. In fact, it's a design we're discontinuing and she bought the last one.
Has anyone had anything similar happen and if so how did you deal with it? BTW, today she bought 2 more, lower priced pendants to add to her Christmas present collection. We're sort of feeling like we should offer her a discount on a replacement or something even though I know I wrapped up all 3 items and gave them to her.
Thoughts?
Replies
Can you guys tell I grew up south of the Detroit city limits? I am always skeptical and more so than other people. Ruth, you should listen to them.
I've had a customer throw the frame out when purchasing a framed photograph with the frame broken down in the bottom of the box. Any chance that the woman threw out one piece with the packaging when she got home?
But to answer your question, do whatever it takes to retain her as a customer, but you already know that.
Larry Berman
http://BermanGraphics.com
412-401-8100
Your last sentence is your answer. If you feel like you should offer her a discount or replace it,then you probably won't be sorry if you do that. If you're pretty sure she's not trying to rip you off, you might always feel bad about not trying to help her out a little. And, she DID come back and purchase more from you. I have lots of repeat customers and just last week ended up splitting a $550 shipping bill on a large painting because they are good customers, good people, and I'm a regular stop each year when they come to Michigan. I didn't like losing the money but they were stressed over the cost of shipping and I don't want them looking at the painting they bought and feeling negative about it, losing the sale or their continued business. I don't know if that would have happened for sure, but I do know that I won't have to feel bad about not handling it the way that I did. Amy
Oh boy, Ruth. That is a tough one. If you are pretty sure you packed them all up for her then you probably did. After reading this post just last week it makes you wonder about scammers out there. If you haven't looked thought the following post, read through some of that. You might think differently.
http://www.artfairinsiders.com/forum/topics/minnesota-art-shows-bew...
Some years back when I worked for an artist, we shipped an order out to this lady. The UPS people claimed the art work had been delivered to her house. She claimed it wasn't. I thought the woman was scamming us. The weird thing was when we offered to re-send her the piece she wanted her money back. That's why I thought she was lying. The UPS insurance paid for the refund so we weren't out but I thought she was questionable. There are people out there like that. Thank goodness there are more good people than bad.