So maybe don't eat it but meet her halfway. Certainly don't tell her to go F herself. Make sure you tell her that its going to take you awhile and perhaps not get there before Xmas.
This just comes at a seriously bad time. I would have to tell her to ship it back to my new address, and I'm not sure she's intelligent enough to handle that much (sorry, that was mean, but come on!) And I'm not sure I have any more of that fabric either, That particular fabric was rather high end and I don't think I have enough to make another one, not to mention that I'd feel obligated to scramble to set up my sewing stuff in the middle of a huge move, especially if this is something she's wanting for Christmas. . .
I do agree Erin, that IF I reopen my store, I'll have a very explicit return policy and really beat the dimensions into people in the description. And apparently I also need a disclaimer about packaging now too! Gah!!!
Maybe talk to her and tell her about your move first and foremost. Try explaining to her that your profit margin is uber low (possibly with a colorful chart so she can keep up LOL) and that you'd love to do xyz (whatever you think you can offer and yes, you'll probably have to "eat" some of it but if it keeps a customer happy, then sometimes you just have to do that) but you cannot do it until after Christmas because you were not planning to do any sewing during the move. And see what she says. She may be fine with it and just happy to have you help her any way you can. She probably feels like an idiot.
Here is my reply. Now I have to go figure out what box I packed that other sling into. Ugh, I bet it's buried in the bottom of the mountain of boxes.
ETA: I attached a copy of the sling I'm offering as replacement.
I'm sorry to hear that you inadvertently damaged the sling. Unfortunately, this comes at a difficult time for me personally as I am in the process of moving to a new town and attempting to get ready for Christmas traveling. Due to the move, I have temporarily closed my shop and packed away all of my sewing supplies and merchandise. I certainly do understand that mistakes happen and my goal is happy customers. I try to offer quality items at a low price, so I make almost no profit on my stuff, therefore accepting returns means I immediately lose money. Though I would not ordinarily accept returns for an item that is damaged in transit or by a customer, I am willing to try working this out.
I don't know if you noticed it when you purchased the sling you bought, but I had another made of the same fabric, but with red trim instead of grey. I would be willing to exchange it if you will return the damaged sling to me immediately. If this is good with you, then please send back the damaged item and once you email me the tracking number, I will immediately mail out the other sling to you. This way if you need it before Christmas it will still arrive in time. Please reply to let me know if this will work for you.
Last edited by AnnaRO; 12-04-2012 at 12:41 AM.
I know I'm late to this thread, but I just wanted to add that if this happens in the future, please just offer to repair it if she returns it at her cost. You shouldn't have to accept a return when a customer cut the sling.
If she does send it back to you, and it is badly damaged, maybe you can cut it down into a child size and sell it to someone else?
And in regard to the other customer who didn't read the dimensions, you should have made her pay for the return shipping. It isn't your fault people are illiterate. You've got to take a stand and not let people bully you. What's the worst that can happen, negative feedback? Personally, I always read the negative feedback on Etsy sellers to see if it is something I should be concerned about, and when it's things like "I wasn't expecting the product to be this size" then I just assume the buyer is an idiot and don't hold that feedback against the seller.
That email you responded with seemed very reasonable. I do hope you are not planning on closing your shop entirely because of stupidity of other customers. It is understandable if you needed to close for a few months while moving, Christmas, etc. I agree with Sara, you can tell from feedback, even negative, if something is the seller's fault, or if the customer is stupid or just never pleased. Good luck.
Also, some customers feel that trying for a free replacement is always worth a try - but they don't really expect too much and don't follow up in the end. You may not hear back at all.
Ivy (4) visits Nana
I think you offered a really nice reply.
In the future just be really firm on your policy. If they went to a IRL store and tried to explain that they cut a hole in the thing while taking off the tag then they'd be SOL. I can see doing a whatever % discount on a new item if they sent the old one back and wanted to purchase a new one. But even that is being really generous. And yes, up your prices some to pad when things like this happen. I had to learn to stand my ground in business because a kind heart sometimes get taken advantage of.
~Joy~ DS1-8/5/05, DS2-10/18/10 (VBAC#1), DS3- 4/11/12 (VBAC#2!)
I think you handled it much more nicely than I would have. lol
The only other thing I would have suggested is maybe if she paid for shipping to and from you, that maybe you could patch it. Something cutesie or with her kid's initial or something. Since it is a kid's sling ring, it wouldn't have to be as sturdy as a sling that was going to actually hold a baby.
Ditto that you're nicer than I would have been.
I wouldn't ever expect a seller to fix or replace an item free for my mistake.
Charge more and set some policies. ((hugs))