Quote:
Originally Posted by HarryT
Karen,
Who took the hit on the returns? Your company, or the manufacturers of the products?
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Our company - we had 60 day unconditional money back guarantees on all of our products. The only products we could return to our suppliers for refund were defective/damaged - and as far as damaged merchandise was concerned, they would only accept it back if the product hadn't been send to the customer (so the supplier knew the damage didn't happen after leaving our office).
I will admit that our case was different from a retailer selling electronics or other larger ticket items, because many of our products were things that needed to be replaced somewhat regularly, so the idea was to generate continuing customers. That policy, however, existed for all of our products. My boss was a firm believer in Amazon's style of customer service long before Amazon existed!
