[ReelHard]

Just received a email for someone that is unhappy with their shirt that they ordered from me. They loved the shirt, their complaint was that it shrunk and want their money back....Here's the thing....they bought this 8 months ago! We have a return policy that states that the shirts must be unworn and unwashed.

 

[selanac]

Sometimes it's better to just give their money back so they'll go away.

 

[InkedApparel]

come on! 8 months...and they expect their money back.....people will do just about anything for something free.

Inked

 

[selanac]

Before giving them the Money, Have them send the t-shirt back to you at their expense.

You'll never get it.

 

[ReelHard]

I was going to offer another shirt in a larger size but when I relized they purchased it in Aug 11' Im second guessing it. This all over $16. Might be worth giving it back to them and get them out of my hair!

 

[minikazam]

Ask them if they tumble dryed it. and to return it for a full refund.

 

[AtkinsonConsult]

Reel Hard:

If your policy states that refunds or exchanges must be completed by a certain date or parameter, stick to your guns.

However, you want to make a point that you value their business and worth as a customer, so offer a discount good towards future purchases (such as a larger shirt) and state that if they had returned it within the guidelines that you would have happily exchanged it, but since they failed to do so this is a good token of your appreciation as a customer and you want to see them happy.

Good luck,

-M

 

[ReelHard]

They did offer to return it ( I honestly dont care if they keep it ) I guess I need to put a 30 day limit on my return policy.

 

[TYGERON]

They did offer to return it ( I honestly dont care if they keep it ) I guess I need to put a 30 day limit on my return policy.

In very big letters and require a "I read the agreement and..." be checked before the transaction will complete.

 

[ReelHard]

Thanks everyone.
Ive only been doing this for 1 1/2 years and this is the first complaint I have ever received from any one that either bought one of mine shirts or business that I screen printed for. I sent them a email saying that I would send a new shirt or credit their card. Like I said they really liked the shirt so word of mouth is the best advertisment so for the little money it cost me might be worth it.

 

[GN]

I would write them and say something like:

"While our policy states that shirts must be unworn and returned to receive a refund, we wish to extend our apologies and offer you an exchange or a full refund. You do not need to return the shirt. Please advise us if you would like an exchange or full refund and we will start working on that promptly. We appreciate your business and hope that you will consider us again in the future."

Eat up the $16 and give your customer the benefit of the doubt. (esp since it's only happened once in 18 months.) It could be that they bought the shirt and its been sitting in thier closet for a while. I buy shirts and put them away and dont wear them for months. Many still have the tags on them hanging in my closet. By doing what I mentioned above you will surely reap the benefit of good PR and word of mouth advertising PLUS you are pointing out that you are making an exception. As a business rule, imo, you should ONLY suspect the customer of taking advantage of you when you see it become a pattern. (like if he tries to do it again in 4-6 months or what not.)

 

[Rodney]

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[DigitalInkArts]

I had a lady complain about pictures last year. 25.00 worth in a package for kids sports. Her child showed up late and it was getting dark. I warned her of the situation. Told her i would come next day. She had no time for that. I took the pic. Then got an email. She told me her pictures suck and that her point and shoot camera could do better. She wanted her money back. I told her to please return the full package of pictures back to me. I wll refund. Never heard from her.

 

[mamabloom]

I would still ask for the shirt back, If it is a genuine problem it would be good to see what happened and I'm sure the customer will think you Are a lovely company and care about quality control.

I've found there are always people that will wear and send back, I still get angry about it and I've been in business for 4 years now but you gotta pick your battles, I can't get upset every time it happens( which I use to do) . I guess try and turn a negative situation into a positive one. I ended up putting the price of my shirts up by 25p each to reflect these people who wear & return, very sad and I hated doing it but you gotta factor these customers into business.

 

[beanie357]

1st question: Is this all the custmer has done with you?
2nd Qustion: Do you have the final art still?
3rd Question: What type of shirt? If it's a junk one, then you know it shrunk with wrong washing.
4th Question: Do you put a hang tag on with washing instructions?

If this was me, amd he did serious repeat, I would make him a shirt, send it to him, order one size up. letter explaining wash instructions and why it's larger.

If he was a one shot, I'd nicely say 8 months later is impossible to remedy. perhaps a better garment next time, at a higher price.

This is a ridiculous incident and should be treated as such. Would not get myself in a tizzy. There will be too many of this in the future.