Today I was working a ticket. As I listed in my profile I work for an eCommerce site. We do personalized items for some customers. I had a customer email in that I was working asking for a refund for her products that we shipped three weeks after the event she was to use them at. Our policy clearly states that we do not refund any products that are personalized. Everyone should understand why, right?
Well, let me explain why she wants a refund and what our management said to her… She was informed after she placed her order that we did not have what she ordered in stock. She made another choice of color and assumed we were going to do her order. A month later the person that does the personalization puts a note in the order that she is indeed still waiting on the NEW color item to come in and personalize. The customer was not ever called in this time frame. The product was then produced a week later and it was shipped. As I said, it was shipped three weeks AFTER her event. THEN it wasn’t even delivered. Something with the post office or something, but she still hasn’t even gotten it yet.
You know what our manager said? “It clearly states on the website that we do not offer refunds on personalized items”. So, this lady gets no refund and has product that is useless to her.
Nice!
