Ordered X, got Y. Help?
It sounds as if you’ve been emailing them so far. You might have better luck if you call them. They’ll be able to hear that you’re a gracious but very disappointed person who understands their point of view but hopes they’ll make an exception for a repeat customer. On the other hand, you’re asking them to forfeit $35 on a $50 item; they may prefer to lose you as a customer than lose the money. Offering to split the lost postage might help. Or ask them to send you several of the “good” color blocks, instead of replacing the whole set. If you take the attitude that “there’s a way we can work this out; let’s try,” you might get something better than you have now. But if they think you’re never going to buy from them again in any case, they won’t do anything for you. A “small family-owned business” usually won’t handle returns as cheerfully as a big company, no matter how right the customer is.
Howdy: I’m sorry this happened. You’re completely within your rights to be upset, and they should make this right. Here’s what’s worked for me in the past with situations like this: • Call customer service, and get a supervisor. • Frame the situation as “I’m a previous customer who’s unfortunately got a problem with my most recent order, and I’m hoping we can work together to iron this out, because I want to keep recommending you to my friends.” • Describe the situation plainly and calmly: “I saw X in your catalog, and loved it, so I ordered it. When it arrived, Y was wrong with it, and while I wish I could be okay with this, I’m sure you can understand (especially if you have kids) how it’s just not going to work out. I mean, if this happened to you, you’d be disappointed too”, and so forth. Build a relationship, like you’re talking to a friend, and try to get the customer service person to identify with your disappointment. Not with your anger, but your disappointment.
It is not clear to me how many times you’ve contacted the company, but getting the answer you did (that’s what the supplier sent us) sounds like a lazy answer you’d get from someone who can’t give you what you want, anyway. They gave you the easy answer- don’t take it. Bug them until they give you the right answer.
