Posted to The Age (23/12/2011) on 25/12/2011 at 1:00 AM (Not yet published by newspaper)
Commenting on "'New' goods scandal: more stores accused"
http://www.theage.com.au/digital-life/computers/new-goods-scandal--more-stores-accused-20111223-1p80h.html
The generous return policy is a joke, but then who is laughing? Competitions created such monster, hoping that this will compensate the lack of customer service. Refunding with no questions asked is one way to stop a loud customer creating a commotion in the shop!
I have been on both sides of the fence, as a consumer and supplier. Once I was a supplier of made-to-order birthday cakes to a big supermarket chain. A customer returned just a small piece and some crumbs to the supermarket and demanded a refund.The customer did not like the cake but required no further explanation. The supermarket refunded the customer in full, but I, the supplier, had to refund the supermarket.
Unfortunately, the new Australian Consumer Laws just being introduced replacing many other state laws are no improvement to safeguard the interests of the suppliers.
Customers should give clear reasons for the return and information be documented. If there is enough evidence to prove that the returned item is damaged by the customer and not defective when new, the customer has committed a fraudulent act.
The refund policy should be replaced by replacement so that purchasers should take responsibility of the purchase decision. An item after being exchanged should not be allowed the second time. In cases where replacement is not possible, then all refunds need to be withheld for a period pending examination so that the fund is not available for seasoned culprits to go to stores to purchase more goods, or make refund a cumbersome chore for some people to take advantage of.
Part 2 of 3
Commenting on "'New' goods scandal: more stores accused"
http://www.theage.com.au/digital-life/computers/new-goods-scandal--more-stores-accused-20111223-1p80h.html
The generous return policy is a joke, but then who is laughing? Competitions created such monster, hoping that this will compensate the lack of customer service. Refunding with no questions asked is one way to stop a loud customer creating a commotion in the shop!
I have been on both sides of the fence, as a consumer and supplier. Once I was a supplier of made-to-order birthday cakes to a big supermarket chain. A customer returned just a small piece and some crumbs to the supermarket and demanded a refund.The customer did not like the cake but required no further explanation. The supermarket refunded the customer in full, but I, the supplier, had to refund the supermarket.
Unfortunately, the new Australian Consumer Laws just being introduced replacing many other state laws are no improvement to safeguard the interests of the suppliers.
Customers should give clear reasons for the return and information be documented. If there is enough evidence to prove that the returned item is damaged by the customer and not defective when new, the customer has committed a fraudulent act.
The refund policy should be replaced by replacement so that purchasers should take responsibility of the purchase decision. An item after being exchanged should not be allowed the second time. In cases where replacement is not possible, then all refunds need to be withheld for a period pending examination so that the fund is not available for seasoned culprits to go to stores to purchase more goods, or make refund a cumbersome chore for some people to take advantage of.
Part 2 of 3
