Ladies, question on business ethics
 

My daughter is carrying a particular brand of shoes. They have Swarovski crystals, silver medallions, etc. on them.

She has some on display in her store. They are around $160 per pair. You have to special order if you want something other than what she has in the store.

Her policy on "special orders" is that you get no refund.

A woman comes in and buys a pair, in-stock. She brings them back and decides the medallion is hurting the top of her foot. No other customer has made this comment about this type of shoe.

Soooo, she "special orders" another pair with a smaller medallion. When these come in she decides she doesn't like them and wants her money back.

My daughter tells her she can have in-store credit. The woman purchases a more expensive pair, brings those back, decides to get the pair that was previously "special ordered" and then brings them back wanting her money.

Her daughter owns a gift store in the strip where my daughter has her store. She complains to her daughter about it. My daughter asks the other store owner what she would do if someone ordered stationary from her and decided they didn't want it after it was printed. The girl says she would give them their money back because she wants to make the customer happy.

I think the woman should follow my daughter's store policy on "special orders" and get in-store credit and not her cash back.

These people are absolute snobs. I can't stand going into their store. Anyway, my daughter was crying, but had to hang up for a customer coming in.

Any comments? What do you think would be the best thing to do? It's touchy because they both operate in the same shopping strip.

Re: Ladies, question on business ethics
 

Personally, if the policy is publicly posted and the customer was aware of the policy when she made the special order I'd stick to the store policy.

Re: Ladies, question on business ethics
 

However, they are in the same strip center - - - word of mouth goes a long way.

Re: Ladies, question on business ethics
 

I agree. It is publicly posted and she points it out. Okay, getting a call from her again.

Re: Ladies, question on business ethics
 

Same here!

Re: Ladies, question on business ethics
 

Right and that word of mouth can put her out of business making special orders that are cancel or returned.

Stick with the posted policy and you shouldn't go wrong. IMO

Re: Ladies, question on business ethics
 

She should stick to store policy. It's reasonable for special orders. Also, most shoe stores don't allow shoes to be returned for refund after they have been worn, no matter what the reason. Exchange or store credit is perfectly acceptable.

Re: Ladies, question on business ethics
 

Thanks, Esther. We did go over what Renda said and that is a valid point because of association.

However, they dealt with the woman six times and she knew the policy. What happened, and I just found out, the woman came into the store on Saturday and told my daughter's employee that she was going to take my daughter to Small Claims Court. lol

Since my daughter was out at the time, she called the woman and left two messages. The woman just came storming in a little while ago cursing to high heaven and telling her that it is no big deal whether it's a special order or not, she could sell the shoe if she put it on the shelf.

My daughter told her that is not the case as she doesn't get many customers wanting the smaller medallion and therefore she could be stuck with the shoe and lose money having to clearance it out.

Re: Ladies, question on business ethics
 

The woman thought she could because she had not worn them, but the policy stands.

Thanks, all of the store's are horribly competitive. That's retail!

Re: Ladies, question on business ethics
 

Agreed.

Re: Ladies, question on business ethics
 

Thanks, I feel better. I just don't know what damage this other store owner will do. She thinks she is God's gift to men, but will probably die of skin cancer from the tanning salon. :ursofunny I'm sorry, that's probably ugly of me.

Oh, well....my daughter was crying, so they are fair game today! :ursofunny

Re: Ladies, question on business ethics
 

I understand what Renda's saying about word of mouth, but if they're that bad, folks around there probably know it anyway!

Re: Ladies, question on business ethics
 

Yes, Tamor, they do. :thumbsup I'll call her and remind her of this.

Re: Ladies, question on business ethics
 

I agree that your daughter should stick to her posted policy. Definitely. :nod

Re: Ladies, question on business ethics
 

Thanks! She was going to stick to her guns, but the daughter and mother were so rude that she burst into tears we she got back to the store.

Well, that's business. Those won't be her last tears.

Re: Ladies, question on business ethics
 

Yes, sounds like her reputation precedes her, so I wouldn't worry about her mouth.

Re: Ladies, question on business ethics
 

Follow store policy. If she needs to get a higher manager on board then do it. Many people are professional exchangers and they wear something once and want a refund...especially those 'snobby' women.

Tell your daughter to get a stiff upper lip, look the woman in the eye and give her an in-store credit. I worked retail for 30+ years and there are things you don't bring back...shoes, underwear, make-up, and jewelry!

:evilglee

Re: Ladies, question on business ethics
 

She gave her the money back. I pray she gets a bunion! :ursofunny

Lord, I'm acting like Ferd now!! :ursofunny

Re: Ladies, question on business ethics
 

Problem is, if she relents this once, she'll have problems with other customers.

"Well, you gave Helena a refund!!"

Re: Ladies, question on business ethics
 

:ursofunny:ursofunny:ursofunny

Re: Ladies, question on business ethics
 

LOL! Rhoni, years ago I sold Lancome at Barton Creek Mall in Austin. A women pointed out a particular color of nail polish. I took it out of the case and set it on the counter for her to take a further look.

She hands it to me and says, "Can you open this?"

I wanted to say, "What's the matter, is your arthritis acting up?"

:ursofunny:ursofunny

Re: Ladies, question on business ethics
 

That is right. You have to be consistent and she will be back for another hand out if you let her get away with it again:club

Re: Ladies, question on business ethics
 

Where did you come from? Wasn't I supposed to logging out? That means I'd have to log out of my e-mail too! Not happenin'!!! :ursofunny:ursofunny

Re: Ladies, question on business ethics
 

HEADS UP LADIES!!!

She gave the woman a full refund.

Re: Ladies, question on business ethics
 

I'm like Santa Clause - you can't get away from me. I'm everywhere, I'm everywhere!! :ursofunny

Re: Ladies, question on business ethics
 

You are so bad and what's even worse is that we think just alike!!!! :ursofunny:ursofunny

Re: Ladies, question on business ethics
 

What am I wearing then? :tease

Re: Ladies, question on business ethics
 

I know!!!! I was going to say you are so wicked and evil - I like that!

:ursofunny :ursofunny :ursofunny

Re: Ladies, question on business ethics
 

I'll PM you and tell ya. Wouldn't want to embarrass you on here!! :ursofunny:ursofunny

Re: Ladies, question on business ethics
 

oops, delete!


:ursofunny:ursofunny

Re: Ladies, question on business ethics
 

:ursofunny:ursofunny

Re: Ladies, question on business ethics
 

LOL:ursofunny I love definicils mascara/waterproof,but I sold Clinique all through my Bachelors degree program. We should get together and do make-overs for an Esther spa!:friend

Re: Ladies, question on business ethics
 

:snapout She has to get tough:tease

Re: Ladies, question on business ethics
 

Well, I use Clarins now and only base. You'll have to do those heathen makeovers with someone else. :tease

:bliss :bliss :bliss

Re: Ladies, question on business ethics
 

The lady at the gift shop was yelling at her and cursing. Not good! Those people are horrible. I will never buy one thing from them again.

I think they will cool down in a month or two. :ursofunny

Re: Ladies, question on business ethics
 

I really hate that she gave in.

IF she ever does another special order for that person, she needs a contract in writing with her stating she agrees to the store policy regarding special order sales.

Re: Ladies, question on business ethics
 

Well, the policy is right by the register and they do remind them.

I hate that she gave in, but they were unrelenting. She felt pressured because they all work together in this strip. This particular store has been in this location a long time before my daughter opened, so that was another factor.

She absolutely hates when they come into her store to buy ANYTHING.

Hopefully, and I pray, they will cool down and not bad mouth her to their customers.

Re: Ladies, question on business ethics
 

I know...it cracks me up...both UPCI churches I went to said you can wear base, powder, and clear mascara...just no color. hey...if it is hell to wear makeup then it isn't about the color...besides...God loves color...just look around you:friend

Blessings, Rhoni:tease

Re: Ladies, question on business ethics
 

Well, I'll let ya'll do the bashing on that one..... :D

Besides, I'm not UPC anymore. :D

Re: Ladies, question on business ethics
 

We need to start a thread -- PO Ex-UPC!

All ex-UPCer's are not created equal - right? :ursofunny