Customer situation, tell me if I'm crazy:


Customer situation, tell me if I’m crazy:
1. Customer orders a backpack for $80. I ship, it gets delivered early.
(By the way, customer messaged day of ordering. From my experience customers who message early on, typically are the most needy)
2. Customer messages day after delivery saying the strap broke. Requesting a replacement after return and to receive a price adjustment of $18 since Amazon now has the backpack for cheaper.
3. I send the customer a return label, but let them know Amazon is a different seller and we do not honor price adjustments, especially regarding other sellers. (But said so more professionally)
4. Customer is upset that he thinks because the strap broke, he should get a free replacement (which okay. I’ll replace it) and a price adjustment and WILL be contacting Amazon over it.
5. I refrain from calling him every name in the book and continue working on listings.

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I mean having managed a physical store for 10+ years, this actually isn’t unreasonable. I’ve seen things bought brand new and somehow for some very dumb reason, they unexplainably just come apart. It happens. Very seldom. I’m willing to replace it. (And I mean return for refund then send buying instructions to our store) but I am not willing to price adjust.

Having managed In retail stores, this price adjustment mentality is also becoming more and more the norm. They feel entitled to a lower price because “Walmart has it cheaper, so you should match it”. My response is typically just “go to Walmart” but said in a more appropriate way.

Customers are also becoming more and more entitled to discounts. “I have a coupon, but I left it at home”. Then you don’t have a coupon.

Anyway, I digress. Sorry for the rant

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