I recieved my Rainbow Resource package in the mail over the weekend. I noticed that I recieved a book I didn't order. I wondered at first if it was some gift since I spent so much. Upon closer examination I realized that they accidently combined my order with another customer. So today I called customer service. I didn't want the other person to never recieve their order. I figured that they would probably sent me a prepaid return label or maybe even say keep it since it was their mistake. No, instead they told me to ship it back to them. No prepaid shipping. I am to pay for it. Then call them back in a few weeks to make sure they have the book. At that time she said I could request a refund on the shipping. *sigh* is anyone really even going to remember that I am suppose to be refunded? At this point I wish I hadn't called and just shipped the book directly to the customer myself. At least then I would feel like the inconvience was worth it KWIM. I am so frustrated because it was their mistake but I am the one who will ultimately go out of my way to correct it. Am I overreacteing? Would you be upset? Should I pay to send it back or refuse?
I may be the odd ball on this but I would have refused to pay out of my pocket to correct their mistake. I don't feel that as a customer I should have to be inconvenienced to correct an error that I was not responsible for.
I agree with Birbitt. They made the mistake. As a company, they should be going out of their way to correct it. If their customer service is like that, I don't think I would order from them any more. Can you call back and ask to speak to a manager?
Call back and tell them that sorry you won't pay out of pocket to ship it back. I had it happen with School Specialty and they sent me a HUGE order for a school by accident (I mean 40+ extra books)... and they sent me a coupon to thank me for calling about it, UPS came to pick it up with a label and everything. I think they realized I could have sold all those books and made a good amount of $$ and their customer would have been truly upset. I didn't HAVE to call - but I did. Now call them back.....
I agree. One time I ordered a book and received it. A few weeks later, I got another. I figured I was just brain dead and forgot I ordered it the first time. But, the company owner called me (Not Rainbow, a small company), and told me that she accidentally shipped to me twice. She had me mail it back and she reimbursed me via Paypal, which was how I paid in the first place. I don't think you should have to foot the return shipping bill for their mistake!
I think you did the right thing by calling the company. They now need to send you everything you need to ship it back or have it picked up. Call them back and tell them what they need to do to make this easy for you. Whoever you talked to just wasn't thinking or something.
I agree with you, I definitely would have called them to inform them of their mistake because it is the right thing to do. I would call them back and ask to speak with a supervisor. When you speak with the supervisor explain you did not have a legal obligation only a moral obligation to inform them of their mistake that was to your benefit in which you did. With that being said, you feel that you should not be inconvenienced in any way beyond repacking the books and applying the post paid return label that they will be supplying. If they do not provide the label then you will not further inconvenience yourself which you have no legal obligation to ship the books back on your dime, while waiting for the reimbursement. The mistake was clearly their mistake and you should not have to pay for the shipping back. Their choice! At that point I would imagine they would tell you to keep the books at which time you could donate them to your local library. I am pretty sure there is a law that if you receive something in the mail you did not order you do not have to return it. Either way, I would call them back and make a last attempt to get the to send you the post paid label. [ That happened to me once. I ordered a t-shirt and received a big box full of curtaines. I called the store back and they told me to return them to their catalog store or ship them back. I told them either way, it would cost me $20.00 in gas and close to that in shipping fees which I was not willing to pay. She said it was not worth their time to have UPS pick them up so to keep them and hopefully I could use them. I gave them to others who needed curtains. So they were pretty cool about it.
Years ago the Nestle's Company had an offer for a free Quik Rabbit Mug if you sent in something. I forget how it worked exactly, but I sent in the things for three mugs. When the box came there were 13 mugs. The company said to keep them so we gave them to each of our foster kids until they ran out.
Personally, I'd just go ahead and do the right thing - regardless of how much it costs or the frustration of poor customer service. Lesson learned about the company, right?
I would never spend money out of my pocket on shipping for their mistake. I would call them back and tell them so.
I am not sure I would have bothered to send it back. I would wonder though if maybe they did not have prepaid shipping labels? I am not sure. Did you tell them that you were upset with their policy or how it is to be handled?
I would not pay to correct their mistake. That makes no sense at all. If it were me I would demand to have them set up a Fed Ex or UPS pick-up (FED EX preferred since hubby works for them...LOL) with shipping prepaid.
Companies write off expenses related to mistakes. It is not your job to correct their mistakes if it means you will have to take money out of your pocket in which to do so. You already did the right thing, you informed them. You are not obligated to spend money and then wait for it to be refunded. Imagine how hard it would be to get money out of them when trying to get a post paid label is impossible.
yes, I agree with all the ladies make them pay for it. I wouldn't even pay for the gas to go to the UPS or FED EX store make them come to you. It's not your mistake it's theres. I would also call and talk to the someone in power and let them know what was said to you, and you will think twice before you order again.
Totally agree. It's the principle of the matter, and the principle is that the customer should not have to fork out anything for someone else's mistake! That's hogwash. I would have told them I wouldn't be returning anything unless they would pay for it all up front. That's ridiculous!
You can get any prepaid shipping label from UPS or the US Postal Service. All the company has to do it call the form of shipping they'd like to use and set it up. IN FACT, UPS will even send the box and label to your door and then pick it up when it's ready to be delivered! There is no reason they can not arrange it so the customer is not inconvenienced, other than the fact that someone doesn't want to do their job! It's nothing but sheer laziness.
I think you need to speak with a supervisor...... its not your fault to correct....... they should do the right thing........ you did your part in calling.
I would even remind them that you belong to a homeschool forum and how important word of mouth is to their business.
Wow - you guys are mean! I'd be thinking of this from the perspective of the poor person missing their order. If, for the sake of a few dollars, I could do something to help, I'd do it. Maybe, one day, I'll be in need of someone's quiet act of kindness. OK - the company is delivering poor customer service, but that's just an opportunity for you to shine.
I'm sure it's not the only copy of the book they have. It's not like they're waiting for her to return the book first then ship that one off to the other customer. Call it mean, whatever, I call it common sense.:lol: I should also add, I am a huge stickler when it comes to good customer service. Both my husband and I work in some type of customer service in the healthcare field, and this sort of thing would never fly! It's sheer poppycock!!!
