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Customer Service question

post #1 of 12
Thread Starter 
I delivered cookies to a client this morning who was obviously disappointed because she misunderstood the price. My website says clearly decorated cookies start at $$$, then lower on the page it says a price for cookie tray which is much lower and is based on drop type cookies. Well she ordered decorated cookies thinking she was getting the price of the cookie trays. I am addressing making the website more clear.

I feel like I should make some type of goodwill gesture but I am frustrated also. I am tired of giving product away and if I give her the lower price I may as well just refund the whole thing. I am frustrated as this should have been a positive experience and here I am basically having wasted my time if I am going to give it away. I do see the value in trying to make amends I guess, I'm just annoyed right now.

Anywhoo, opinions please- should I just refund her the money? Any other ideas? Thanks
The older I get the smarter my mother gets!
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The older I get the smarter my mother gets!
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post #2 of 12
I'm not in business and it's also difficult not having seen your website with the pricing or any contract there was between you, but if you feel something is necessary what about a modest discount off a future order up to a certain amount? If though it was clear how much she was supposed to pay and she just got confused checking your website is clear might be all that's needed.
post #3 of 12
I am sorry I am not more help.... I do not sell my cakes. But if I did and someone was unhappy I would not refund the money but maybe give a discount on a future order. Then you might guarantee a return customer.
Just keep swimming. Just keep swimming, swimming, swimming. What do we do? We swim, swim, swim.
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Just keep swimming. Just keep swimming, swimming, swimming. What do we do? We swim, swim, swim.
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post #4 of 12
In the future, I would make sure that all terms (price, design, delivery, etc.) are memorialized in writing. It could be as simple as an email that is acknowledged. As far as offering a refund, that would depend on if I thought I held some responsibility for the misunderstanding. Wishing you much success in your business! icon_smile.gif
post #5 of 12
I feel this is on the customer. When you buy something in a store and it rings up a different price than you expected because you looked at the wrong sign, do you expect them to apologize and give you the lower price or possibly a future discount? No way.

The customer has a certain amount of responsibility to be sure they are ordering the correct product for the correct price. We can't treat them like 2 year olds and fix everything for them.

JMO
post #6 of 12
Some additional information would help. After she submitted her order did you tell her what it would cost her? I see jgiffords point, however, this is not an instance of something ringing up different than expectations in the store.

At the time I order something I expect a price to be given so I know how much I have to pay. If there is a difference in my expectations I can address it before the order is completed not after.

Now clearly I am looking at this from the customer's perspective but it seems pretty standard practice to indicate the price of an order prior to the order being complete. Certainly the client could have, and maybe should have,asked if not provided. However it also seems this could have been avoided by providing the client the cost of the order prior to delivery.
post #7 of 12
Thread Starter 
Thank you all for taking the time to reply. I can see where I should have done some things differently so I decided to refund the money to her. Situation rectified (as best I can anyway). Some days your the bug, some days your the windshield. Life goes on...
The older I get the smarter my mother gets!
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The older I get the smarter my mother gets!
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post #8 of 12
To go along with jgifford's comment, I get the same type of thing in the hotel biz. Our big LED sign advertises "Rooms at $84.99". People walk in on a Friday night and when I tell them their room is $119.99, they point out the sign says $84. I reply, "It also says 'starting at and depending on availability.' Just because they didnt' read the fine print, doens't mean I have to eat it.

As a side story, I've come up with a new explanation: "You know how a Big Mac is always the same price no matter where you go or what day it is? But gas goes up on Thursday night and on holidays? Well, the hotel industry operates like a gas station, not like McDonalds." they seem to understand that. icon_rolleyes.gif
post #9 of 12
If I was a customer, and perhaps ordering as a gift for someone, and because I'm not a cookie baker or eater... I might not know what drop cookies are from decorated cookies. I know you have rectified the issue now, but in the future I would make sure there was a definition and/or pictorial example for the customer.

As far as the example of McDonalds someone posted. The Big Mac might be the same in every McDonalds in the United States (McDonalds for instance in India doesn't serve beef)... but the price point is different by area. This would also be true of hotel pricing. Same hotel chain, but depending on their location the price will be different.
post #10 of 12
Quote:
Originally Posted by akaivyleaf

Same hotel chain, but depending on their location the price will be different.

Agree. But the price on Monday is not the same as the price on Friday. Whereas McD's might ahve different prices in different areas but the price is always the same no matter what DAY it is.

That's all I was pointing out.
post #11 of 12
Quote:
Originally Posted by indydebi

Quote:
Originally Posted by akaivyleaf

Same hotel chain, but depending on their location the price will be different.

Agree. But the price on Monday is not the same as the price on Friday. Whereas McD's might ahve different prices in different areas but the price is always the same no matter what DAY it is.

That's all I was pointing out.




I haven't seen a post from Debi for so long! Nice to see you icon_smile.gif

I Oz we have some Maccas charge a different price for the same product based on a different TIME of the day, too!

Re: the topic at hand. Yes, its the client's fault, I am glad you refunded and moved on. Well done. I always confirm prices via email, and the customer always pays at least $100 deposit before I do anything like warming up the oven. Misunderstandings are not uncommon, but the onus is on you to be as clear and exact as possible when giving a quote. All the best icon_smile.gif

Life's too short to make cake pops.
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www.sweetperfection.com.au

www.sweetperfectioncakes.blogspot.com.au/
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Life's too short to make cake pops.
___________________________________
www.sweetperfection.com.au

www.sweetperfectioncakes.blogspot.com.au/
www.facebook.com/sweetperfectioncakes (come visit sometime!)

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post #12 of 12
customers love those decorated cookies and have no idea on the time involved.
I would still charge her but perhaps let her have a 20% off her NEXT order. I try to confirm all orders before I bake, verify flavors, date, name or wording on cake. etc.. confirm meet time pickup and Price .. this has saved me a lot of headaches . They have to accept some of the responsibility. Best Wishes
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