The Robbins Nest

I excepted an order from [redacted] on June 5, 2015 at the Mississippi Market Wholesale Show in Jackson, Mississippi.  The customer paid a 20% deposit (not half as she claimed) on her order for a variety of 27 handmade frames.  She paid the deposit with a credit card. ...

Customers who ordered on 6-5-2015 were verbally told that it would take about 4 to 6 weeks to complete orders due to the volume ordered on 6/4/2015.  I received an email from the customer on July 16th inquiring about her order and I responded that it would be about 2 more weeks and I would be emailing her about shipping shortly.  I sent her an invoice via email on 7/31/2015 for the shipping fees (discounted to almost half) because in conversation via phone she was aggravated with the amount of time it took to complete the order and trying to pay for shipping.  She paid her shipping invoice on 8/4/2015 via credit card.  I shipped via UPS and emailed her the tracking info.  On 8/12/2015 (Wednesday), she emailed me to tell me that some tabs (which hold the glass to the frame) on 3 large frames had fallen out and a bow had fallen off of a small frame in transit. I promptly emailed her back on 8/13/2015 ( Thursday) and apologized for the damage during shipping and told her to send them back to me and I would repair or replace the items.  I was out of town on Friday & Saturday with family and received a very harsh email that she would not pay for shipping to return the items (even though I would be paying the shipping to send her back the new or repaired items).  Remember, I had already discounted her original shipping cost as an attempt to satisfy her unhappiness with the time issue.  She was unwilling to pay for any shipping to resolve the damaged items.  Our company policy on (as with many small businesses) is that the customer is responsible for all shipping cost.  I was  very will to absorb some of that cost for this customer.  She then suggest that UPS will pay for damages.  So I contacted UPS and started the claims process.  Ms. [redacted] wants me to take her word on how UPS handles these claims and go ahead and ship her new items.  Currently, I submitted all documentation to UPS on 8/27/2015 and am awaiting their response.Again, only 4 of the 27 frames she ordered had slight damage. I did use numerous plastic bags as filler and padding in the packaging.  The boxes were packed according to UPS standards, meaning that padding was used on the bottom, sides, and top so that the products do not touch the box itself.  In my experience the plastic bags offer more cushion that paper.  And I used MANY.  It was packed tightly. I agree that the frames are not sellable and need to be repaired or replaced, and I am very will to do that.  But Ms. [redacted] has to follow our return policy.  However, I have been trying very hard to work with her outside of the company policy to resolve this issue.  By not returning the items, I have no way of knowing what was actually damaged.  I am attaching the order invoice for [redacted] which includes the shipping charges and my invoice from UPS to show the actual charges I incurred, and all email correspondence between us.Upon a verdict from UPS regarding the claim, I am willing to refund Ms. [redacted] the value of her original damage claim of $38.50.

This customer has been unreasonable in her demands and actions; and she is demanding that I provide more service than even her own shipping and return policy. I DO NOT RECOMMEND BUSINESS WITH HER .  Again, the customer was informed, via email (which was provided previously), the steps of returning damaged items. Which was to return the damaged items (at her expense) and then we would repair or replace those items and ship them back to her at our expense.  Other items that she is now claiming to be unsellable must be returned and we will replace or repair them under the above mentioned shipping guidelines; or we will offer her a $21 company credit to be applied towards new merchandise.   We will still refund the customer $38.50 for the items damaged during shipping as reported originally in her email.Sincerely,[redacted]