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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think this customer is unreasonable?

214 replies

WhataBelta · 30/07/2020 08:44

DH and I own a business selling a product. As with lots of branded products, it has our logo on it. These are products that take a lot of time and effort to make and as such, can be quite expensive.

As we offer free personalisations, we ask customers to leave notes with any requests when they checkout on our website.

A customer ordered a large number and left a note to say they didn't want any engraving. No problem.

We sent them out with just the logo on and no personalisation.

The customer has now come back and said he didn't want the logo on as per his no engraving request and wants us to redo them or refund.

AIBU to think you can't expect a brand to take their logo off products for you?! I would never order from a brand and expect them to send me something blank without their logo/name on if it's obvious they put it on everything.

Are we unreasonable to say no? It makes me wonder why, perhaps they wanted to sell them on as their own or something similar. They say it's because they are gifts and they want them blank but I kind of think well tough, you've bought a very clearly branded product Confused

OP posts:
SteelyPanther · 30/07/2020 09:04

Does your description say that it will still have the logo if you don’t want engraving ?

Mydogisthebestest · 30/07/2020 09:05

Do t call it no engraving. Say “do you want your item personalised”

FlaskMaster · 30/07/2020 09:05

Totally depends on the product tbh. Does anyone sell this particular thing, and is theirs engraved with a logo? (Can you just tell us what it is?!)

Mydogisthebestest · 30/07/2020 09:05

*don’t

AintNoMaryPoppins · 30/07/2020 09:06

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BernadetteRostankowskiWolowitz · 30/07/2020 09:06

Customer is being unreasonable

"Our products come branded, as standard. Engraving relates to any personalisation you wish to add. I understood your request to mean no additional personalisation. We do not supply unbranded products, so I would kindly as that you return the items to me and following receipt, I will issue you a full refund"

BernadetteRostankowskiWolowitz · 30/07/2020 09:06

Ask not as.

Bobbybobbins · 30/07/2020 09:06

YANBU but it might be easier to refund and get them back in this case. Don't re-do without your logo!

PurpleFlower1983 · 30/07/2020 09:07

Process the refund and refuse to redo them without the logo.

rayoflightboy · 30/07/2020 09:10

If he didn't want it with the branded logo,he should have made that clear.
And then you would have been able to tell him no.

I wouldn't refund him,he left it too late.

Original poster
WhataBelta · 30/07/2020 09:11

@Mydogisthebestest

Do t call it no engraving. Say “do you want your item personalised”
We don't call it engraving. We say any personalisation requests should be left in the note section at checkout and then give a brief description of the types and lengths of personalisations we can offer. He said engraving in his note.

And our brand name/logo thing is stamped into the product not engraved.

Due to the product there is no real underneath that we can stamp it onto. Instead it's just stamped in small letters on one side.

This product in particular is a type of tool.

OP posts:
Snarkastic · 30/07/2020 09:14

Does he genuinely think that the logo is an "engraving" and he's just misunderstood what he was asking for?

CMMum88 · 30/07/2020 09:14

I wanted to order a wooden height chart but didn't want their company logo across the top. I asked if it could he removed, they said no as it was their brand, I didnt purchase as I didnt want their logo across it.

I would have specifically stated no logo in these circumstances.

RedCatBlueCat · 30/07/2020 09:15

You say the logo is stamped. Is that different to engraved?
So, you haven't engraved the product at all.....

Sounds like changing tye wording to "would you like this product personalising?" might genworth doing tho.

Knittedfairies · 30/07/2020 09:16

Your customer is unreasonable; your logo is stamped, not engraved, so he got what he ordered.

Original poster
WhataBelta · 30/07/2020 09:18

@RedCatBlueCat

You say the logo is stamped. Is that different to engraved? So, you haven't engraved the product at all.....

Sounds like changing tye wording to "would you like this product personalising?" might genworth doing tho.

The logo is stamped with punches. We haven't engraved anything onto the product which is a different process and not actually one we offer anyway as the personalisations are all stamped as well. I took his note on the checkout page saying 'no engraving' to mean he doesn't want any personalisation.

And we do say that. We don't mention engraving anywhere. We specifically say please leave a note at the checkout page if you would like to add any personalisation to this product and then we give a brief description of the type of personalisation we offer (names, dates, X amount of words) etc...

OP posts:
Thesheerrelief · 30/07/2020 09:18

I think it's a mix up in meaning. By engraving he meant no personalisation or branding and you'd be within your rights to turn that down as an order. You mean it as no personalisation with your branding still visible. This needs to be made clearer so it doesn't happen again. I'd refund but not do the new order.

KittyHawke80 · 30/07/2020 09:18

I think I you're entirely in the right, and that there's a very obvious difference between branding and engraving. I ordered a personalised Opinel knife for my friend for her 40th - it still said 'Opinel' on the blade, staggeringly enough. It might be circumspect to tighten up the wording on your website because people are incredibly stupid and annoying.

tiredanddangerous · 30/07/2020 09:19

Tell him that you are unable to supply unbranded items, but should he wish to return his order you will happily issue a refund.

Iwalkinmyclothing · 30/07/2020 09:19

He's unreasonable and if not having the logo on was important to him he needed to specify no logo. Which to me would be unreasonable in itself tbh, but at least he would have been clear about what he wanted.

xolotltezcatlopoca · 30/07/2020 09:20

I think it's unreasonable of them to ask the brand logo to be removed. I agree with you OP, if they ordered large number of products and want it without logo, they maybe trying to sell as their own.
I don't think you need to refund or redo anything.

museumum · 30/07/2020 09:21

You are entirely right. The customer is wrong. But assuming you can now engrave these ones I’d offer a refund if and only if he returns them all at his cost and in resellable condition.

LaChatte · 30/07/2020 09:22

Why on earth would anyone think this was an acceptable thing to ask from a business? The customer is being massively unreasonable.

I really want to know what it is that you sell!

AintNoMaryPoppins · 30/07/2020 09:22

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Fatted · 30/07/2020 09:23

Just ask him to return the products and give him his money back. Say that you're sorry, but you cannot provide him with the product that he requires. All of your products come with the company logo.

I don't understand why you feel like you should have to pander to his demands. No one in Topshop would care if I went in there demanding that they sold me a toaster, would they?!