Product Adjustments: Why Doesn't PC Cover Return Shipping for Broken Items?

[tinat51796]

I'm sure this has been discussed before but I wasn't sure where to look. Why doesn't PC pay for customers to return broken products? I had a customer who bought the large stone with handles in Feb. It broke last week and she's returning it for a replacement. She emailed me yesterday saying it cost her almost $12.00 to mail it. She said that most companies supply a shipping label for returning products. Is that true? Why don't we do that?

 

[mpkegley]

Did she have to send the whole thing? Usually when I do an adjustment, they only ask for a palm sized piece of the stone. As for your question, if it is within 30 days, PC will send Fed Ex to pick it up.

 

[BethCooks4U]

Did she have to send the whole thing? Usually when I do an adjustment, they only ask for a palm sized piece of the stone. As for your question, if it is within 30 days, PC will send Fed Ex to pick it up.

...or a USPS mailing label.

This issue is something that a lot of customers have trouble with. Many don't think they should pay shipping to get their products in the first place and feel like their paying double if they have to use the warranty.

I tell them to send it the least expensive way and with stones, just a palm size piece. I nod and understand when they complain and say I know...

Personally I wish they would raise the price of everything by $0.25 or $0.50 and get rid of shipping altogether, then charge the flat $4 for any returns past the 30 days.

 

[stacywhitlow]

I don't understand why anyone thinks there should not be shipping charges (it is only $4...way cheaper than most) or return shipping charges. If I ordered something from any store online I would have to pay to have it shipped to me. Then if I wasn't satisfied w/product I would have to pay to send it back. If I broke it, well I guess I would just be SOL. I don't know of many places that have a warranty on the products. JMHO

 

[BethCooks4U]

I think the problem is that those who complain don't order anything on line. And there are several direct sales companies (Mary Kay and Creative Memories for example although CM has recently changed) that do not charge shipping. So they are complaining about our shipping because of their personal perspective.

 

[redsoxgirl]

I don't understand why anyone thinks there should not be shipping charges (it is only $4...way cheaper than most) or return shipping charges. If I ordered something from any store online I would have to pay to have it shipped to me. Then if I wasn't satisfied w/product I would have to pay to send it back. If I broke it, well I guess I would just be SOL. I don't know of many places that have a warranty on the products. JMHO

I couldn't agree more!

 

[finley1991]

So if they break a pyrex dish they bought at Target, would the expect the store manager to drive over to their house and pick it up to do the exchange?

 

[tinat51796]

This is the first time one of customers has had to return something so big. I should have thought about telling her to just send a smaller piece of the stone.

As for not paying for the return shipping, I've ordered several things online and received a return shipping label with the products, in case there was a problem. So I guess I can see her point.