Ladies, question on business ethics

[Pressing-On]

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.

[Tina]

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.

[rgcraig]

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

[Pressing-On]

Originally Posted by Tina

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.

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

[Esther]

Originally Posted by Tina

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.

Same here!

[Esther]

Originally Posted by rgcraig

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

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

[MissBrattified]

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.

[Pressing-On]

Originally Posted by Esther

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

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.

[Pressing-On]

Originally Posted by MissBrattified

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.

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!

[tamor]

Originally Posted by MissBrattified

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.

Agreed.