Customer[redacted]Our side of the story: Shears were purchased Oct 4, 2017 and shipped same day to rep, [redacted]. Customer was informed of our return policy verbally, and it was emailed to her with her receipt and signature confirmation. On the same day that she ordered the...
shears, she gave [redacted] a pair of non-Hanzo shears to send in for sharpening. We sharpened them and shipped them back to [redacted] on Oct 10th to be hand delivered to the customer. He delivered them a day or two later (Oct 11th or 12th) and she said nothing about wanting to return her shears, yet her claim is that [redacted] told her that he would come back within he return period to make sure she liked them. Customer then called in on Dec 4th, 2017 stating she didn't like the shears and wanted to return (60 days after purchase). Per our protocol, we informed [redacted] to contact her and see what she didn't like about the shears and offer an exchange since she was so far outside the return period. She did not want to exchange, only return. [redacted] denied the request so she just sent the shears to our corporate office anyway. What we did to fix the situation: Ultimately, we allowed her to return the shears with the agreement that we would not refund the two payments made toward the purchase, totaling $248.79. Those payment are essentially a restocking fee as the shears were now used and need to be sent back to our factory to be refurbished.Current status: Customer was not happy after hearing we would not be refunding her payments. Return has been completed. Balance has been wiped from account.
We have resolved the issue to the satisfaction of the customer.
Customer[redacted]Our side of the story: Shears were purchased Oct 4, 2017 and shipped same day to rep, [redacted]. Customer was informed of our return policy verbally, and it was emailed to her with her receipt and signature confirmation. On the same day that she ordered the...
shears, she gave [redacted] a pair of non-Hanzo shears to send in for sharpening. We sharpened them and shipped them back to [redacted] on Oct 10th to be hand delivered to the customer. He delivered them a day or two later (Oct 11th or 12th) and she said nothing about wanting to return her shears, yet her claim is that [redacted] told her that he would come back within he return period to make sure she liked them. Customer then called in on Dec 4th, 2017 stating she didn't like the shears and wanted to return (60 days after purchase). Per our protocol, we informed [redacted] to contact her and see what she didn't like about the shears and offer an exchange since she was so far outside the return period. She did not want to exchange, only return. [redacted] denied the request so she just sent the shears to our corporate office anyway. What we did to fix the situation: Ultimately, we allowed her to return the shears with the agreement that we would not refund the two payments made toward the purchase, totaling $248.79. Those payment are essentially a restocking fee as the shears were now used and need to be sent back to our factory to be refurbished.Current status: Customer was not happy after hearing we would not be refunding her payments. Return has been completed. Balance has been wiped from account.