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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To think she's being a bu about this toy?

42 replies

bubbleymummy · 17/08/2010 10:59

My friend orders a lot online and she recently ordered a birthday present for her nephew. The toy arrived but it was slightly damaged and she emailed the company to let them know. They emailed back and apologised and said if she returned the toy they would reimburse her for the postage and send out a new toy. She has been ranting about this because she says she doesn't have time to pack it up and go to the post office to return it and she could have gone into town to get the present if she did have that sort of time etc. She has emailed the company back saying this and has asked them to send out the replacement toy right away because her nephew's bday is this weekend and she will send back the toy when she gets a chance. She thinks this is terrible customer service and says she will never order from them again.

I think they're being perfectly reasonable but I haven't said this to her! :) they've offered to pay for the cost of her returning it and if she sent it back now she would have it before the weekend. You couldn't walk into a shop and just tell them you had bought a faulty toy from them without returning it for a replacement so I don't see how this is any different!

Is she bu and should I say anything?! :)

OP posts:

iceandlemon · 17/08/2010 13:17

What happened to the customer being right? They should not have sent a damaged item, if you were buying from a shop you would choose you item yourself and therefore wouldn't need to return it.

The company should be doing everything in their power to make sure the item is delivered to the customer without inconveniencing them. Small businesses are probably going bust because of poor customer service, rather than 'inconsiderate' customers who feel they shouldn't have to run around to correct a mistake made by the shop IMO.

GeekOfTheWeek · 17/08/2010 13:38

Exactly iceandlemon.

I often shop at an independent nursery shop. If their customer service was shit I would have no hesitations in going to john lewis.

Op, i sill think yabu and your friend isn't.

Original poster

bubbleymummy · 17/08/2010 13:45

I just must be a more understanding person then :) I really doubt that they would have sent a damaged item if they had known it was damaged, it could have gotten damaged in the post! I think they have been polite and helpful and I would have no problem returning it to them. I think you get much more when you are polite and understanding than when you start mouthing off and complaining. That just leaves a bad taste in people's mouths. I've ended up with discount vouchers or free gifts in the past- not that I expect them! Anyway, I'm sure I'll hear what happened later in the week.

OP posts:

bubbleymummy · 17/08/2010 13:46

This reply has been deleted

Message withdrawn at poster's request.

Original poster

bubbleymummy · 17/08/2010 13:57

Sorry, that's a bit harsh :) I just mean I think you're all being a bit overly critical and demanding and jumping in at the extreme from the start. If the company hadn't responded or were being a bit rude about it then I would not hesitate to turn it up a notch but I really don't think they've been like that and I can't believe so many of you would jump in guns blazing in response to a polite email that apologises and simply asks you to return something!

OP posts:

GeekOfTheWeek · 17/08/2010 14:10

Your last post was way out of line and very offensive.

Not to mention making yourself look ignorant and unable to accept a different opinion.

Are you incapable of debate without childish insults to those that disagree?

GeekOfTheWeek · 17/08/2010 14:11

And don't bother with your passive agressive smiley faces.

saywhatmuthafucka · 17/08/2010 14:13

Your friend is out of order, maybe she should read the Terms and Conditions of ordering next time before she complains.I dont think she has a right to complain as they have done what most other companies do regarding returns.Next time perhaps she could order her gift further in advance assuming the child has its birthday on the same date each year...

Original poster

bubbleymummy · 17/08/2010 14:21

Hi Geek, I realised that and that was why I apologised! Did you read my last post before you posted? Was in a rush at the time although that's no excuse - I should wait until I have proper time to post. AIBU can be a bit addictive. Sorry again.

Anyway, clearly we'll have to agree to disagree. I tend to not have set expectations based on other companies and that means I can be pleasantly surprised when someone goes out of their way for me. I prefer it that way. I definitely would not have a problem using this company simply because they couldn't send a courier out to collect something from me. If anything I would find that more inconvenient because I would have to sit in and wait for them!

OP posts:

onagar · 17/08/2010 14:32

I'm not sure about a 'right' to have a replacement sent out first, but I have had it done.

I was sent the wrong item and I suggested that while I would send it back right away I'd appreciate it if they didn't wait for it to arrive as I needed it pretty much right away.

They sent the replacement out right away as a courtesy and everyone was happy.

prozacfairy · 17/08/2010 17:25

She is being unreasonable imo. Even if they did send a courier she'd still have to find the time to be in when they came round to collect the item. Courier services ime dont give actual times and very often give specific days so that would be a much bigger pain than posting it back!

Morloth · 17/08/2010 17:55

I use small independents all the time, if anything the net levels the playing field because overheads can be kept down.

Based on the tone of your most recent posts I would suggest that is is not us who have a problem being polite when there is a disagreement.

Good customer service means repeat custom, lazy customer service means people go elsewhere.

AmazingBouncingFerret · 17/08/2010 18:04

iceandlemon, the customer is not always right, but they are always the customer.

From a business point of view, if those are the terms and conditions then SIBU.

But from a customer point of view I can see it must be a pain in the arse to have to do that, why cant the company send out a courier with a replacement and have the same courier pick up the faulty one?

Original poster

bubbleymummy · 17/08/2010 18:07

Point is Morloth, I don't think this company IS being lazy with their customer service. They are just acting within their means. If they don't use a courier then how can they arrange a collection? I actually looked at their website and it does lay out the returns procedure so I don't think they will send a replacement out without the other one being returned.

I'm glad there are a few others that agree with me. :)

OP posts:

Morloth · 17/08/2010 18:13

Why did you ask if you are so sure you are right?

Original poster

bubbleymummy · 17/08/2010 19:31

To see if anyone else thought I was right! :) That's what AIBU is for isn't it?

OP posts:

StealthPolarBear · 18/08/2010 10:18

Where has anyone said they would jump in with all guns blazing? I think you are reading things that aren't there! I wouldn't, but I would be annoyed and wouldn't be impressed. I would of course be courteous and polite at all times when dealing with people - I like to think I always am.

Do you get your groceries delivered? Do you take stuff back to the shop if it's too close to its sell by/bruised and battered fruit and veg?

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