To think this customer is unreasonable?

[WhataBelta]

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

Well, consumer or business, OP is in the right anyway.

(I agree with you though)

I think the point is that, business or otherwise, the customer is out of time.

The broader question is whether the OP wants to risk damage to the reputation of her business and the inevitable distraction that a dispute brings.

As I suggested this morning, she might offer a discount for him to keep the goods or a more restricted refund should she agree to take them back.

Looks like the OP has disappeared in any event!

@ProfessorSlocombe you sound like a litigator! Are you? (nothing wrong with that, but as a corporate, I recognise the tone...)

The McDonald's coffee thing has been mis told. The lady in question was right to sue.

segarlaw.com/blog/myths-and-facts-of-the-mcdonalds-hot-coffee-case/

The customer is a tool.

Bet he asks for a discount to do you the favour of keeping them.

Refund once they are safely back in one piece.

Just to add, if you do refund (I really hope you don't) he pays return postage and you take off the cost for you to ship in the first place plus restocking fee (and tell him beforehand)

Who expects a tool to be unbranded? Especially one that is over £100. I can’t think of any unbranded tools I have bought (assuming we are talking about drills and the like)

Regardless of the above, it would depend on the actual wording throughout the website. If it’s a box which says ‘add any additional personalisation’ then you would expect people to clearly see that it’s an addition to the photos and not to take something off them.

It would be good to see your website as then we can look to see if it’s a website issue or a dumb customer issue!

It occurs to me that the least risky option is to agree to refund once you have the goods back. You may be within your legal rights to refuse, but the customer could go to their card provider or paypal and if they side with the customer you'll be left with no money and no goods.

im just imaging nike addidas etc taking off their logo-well no they woldnt would they

@safariboot

It occurs to me that the least risky option is to agree to refund once you have the goods back. You may be within your legal rights to refuse, but the customer could go to their card provider or paypal and if they side with the customer you'll be left with no money and no goods.

Unless I've missed it, the OP hasn't mentioned how payment was made. That notwithstanding, the payment provider will act within their T&Cs though. And I have yet to see any have a "because of the feelz" clause. And this isn't a "goods not received" spat. It's a "Goods not as described" which is open to much more leeway.

Not really a legal suggestion, but maybe the OP could do a little quiet research and see where this 13x£100 order was going to end up, and move in to undercut the CF customer ? If the items are as specialist as the OPs vagueness implies, there can't be a massive pool of potential buyers in the UK ?

Why are people saying you’re unreasonable?

Every branded product comes with their logo on as standard whether you want it personalised or not

From something like Nike, right up to Pandora and Gucci

I want to know what the OP did.

Your clients thick. How annoying.

I'm sure you've decided what ypure doing anyway, but I'd respond, I'm terribly sorry but we are unable to fulfil any orders without the company logo on, however we will certainly accept a return of these items from you.
Please let us know whether you intend on keeping them, or if youd like to return.
Again, I apologise we couldnt meet your expectations at this time.

No opportunity for him to slag off your business.