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BarbaraC

Would you take back a 7 year old candle?

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I had a customer return a candle she bought 7 years ago. I exchanged it cause I was dumbfounded and did not know what to say. I use pure soy the candle use to be purple and now its pink. This candle looks like its been threw the war. Anyone who knows anything about soy knows how the candles change over time and will not burn right. I was just wondering if anyone else would of exchanged a candle that was that old. The only reason why I know the age of the candle is because I no longer make that scent. Thinking about putting dates on all of my candles cause I cannot believe someone would have the nerve to bring something that old back.

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:shocked2: ?! That's wild! I would probably do the same as you because I'd be so shocked--but as a customer, I would never even *think* of doing that. I dunno, maybe she confused you with LL Bean?

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I consider myself very patient and after working in customer service for 10 year, I thought I had heard it all..

but I would laugh in their face. There is no way on earth I would take back a 7 year old candle. Hell, I wouldnt even take back a one year old candle unless it was in PRISTINE condition and they better have a reciept and a darn good reason like... "I'm allergic to fragrance" lol :laugh2:

You have way more patience than I!

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Talk about an unreasonable request...no, I would not have taken it back. 30 days is my limit, and only that long because I only sell online, all over the world. I'd be interested in hearing her reason for returning it too.

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I'm curious too what was her excuse?

If she were a repeat customer I think I might exchange the candle and explain my policy to her so she understands I am making a one time exception. Anybody else the answer would be no.

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Hell yea, I would take it back! Then I would use that candle to show my customers that I take care of them no matter what and not how to abuse a candle.

Our company policy is take back anything for any reason, or no time limit period.

Example: This week customer returned spiced cranberry jelly jar candle, says it didn't smell as strong as mason jar, same fragrance. Qucikly unquestionably gave her another candle told her to keep other candle but burn it longer (candle obviously not burned long enough to form decent melt pool) Customer very happy and makes another $100.00 + order.

Rick

Cuyahoga Valley Candle http://WeStink.com

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In a word, no. BUT, depending on the "excuse" for returning it, and the customer's attitude, I might give a discount on a new one or something as an expression of goodwill. I DO like Rick's line of thinking on the subject...

SEVEN YEARS? Ya can't even get your money back on a television that old!! I HOPE the customer was extremely apologetic abeout asking... I wouldn't even THINK of trying to return a candle that was 7 years old!! :shocked2:

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did you sell it with a warranty? LOL! That was a ridiculous request on her part. I wonder if she has tried this with that can of peas that has been sitting in the back of her cupboard for 7 years?

Trudi

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Hell yea, I would take it back! Then I would use that candle to show my customers that I take care of them no matter what and not how to abuse a candle.

Our company policy is take back anything for any reason, or no time limit period.

/quote]

I agree, my policy is 100% satisfaction guarantee and word of mouth advertising is my best spent dollar!!!!

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You really can't rationalize with a customer like that. I would have probably exchanged it. Anybody with that much nerve probably has a big mouth.

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LOL! No way. If she hasn't bothered to buy a candle in the last 7 years...good riddance.

yeah, like I said.. I've been in customer service for a long time and I generally live by the "customer is always right" thing but... 7 years? NO WAY. How someone would even think that is OK boggles my mind.:confused:

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I would have laughed. No way would I have taken it back. There's good customer service and then there's allowing someone to walk all over you.

I have extremely good customer service and bend over backwards for people, but this is extreme to say the least.

And no, I wouldn't worry about word of mouth with this type of person. I have so many repeat customers who I cater to. Someone who bought one time 7 years, I wouldn't worry about.

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This rates way up there in the dumbass customer category. I just don't know what to say and have no idea what I would say! :shocked2:

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I probably would take it back, but I wouldn't like it. I had a "friend" who I let her sell my candles under a different label for her Non-profit group. I insisted that she take orders before hand, but she wanted to make them, then sell them door to door. The kids help make them, but I did more than half the work. I gave her the candles at cost. She returned a case of them (about 1/8 of the total) and asked for the money back. I refunded her back, but I didn't like it. She has since asked to make more candles...but I refused. The nerve!

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Barbara, absolutely not.. I think it is crazy the things people try to do to get free stuff..

Soy candles do change in appearance , and I find it quite humorous that someone would have the nerve to do this..

I really commend you , for doing this , but in the future I am sure you will not be so willing..

good luck

Diane Mumm

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