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How to deal with a customer?

Posted: Tue Nov 22, 2011 12:04 pm
by Black-Sunshine
Hope this is the right place to post this, if not Im sorry :/

A customer ordered and payed for a set of dreads in the colour raspberry (I sent her the colour chart and she chose that colour). I sent them off and she received them today. However I just got a message from her saying that they are to pink for her and she should of chosen the dark red and asked if I accept returns.
Now my question is, what do I say? Ive never had this problem before and Im not sure how to go about handling it/replying?
Any advice would be greatly appreciated :) x

Re: How to deal with a customer?

Posted: Tue Nov 22, 2011 12:21 pm
by hairykiter
Joys of colour-matching at a distance :/

If you can sell the raspberry set to someone else and recoup your losses, I'd say accept the return and refund her, or replace with dark red dreads if that's what she wants. If she only got them today I can't imagine she's had them in and doesn't think they suit her, it's just a colour-shock. So no hygiene issue to worry about and you can still sell them as "new".
Hopefully she feels like a great big fool now ;)

Re: How to deal with a customer?

Posted: Tue Nov 22, 2011 1:07 pm
by Black-Sunshine
:) Thank you

We just did exactly that and Im making her some in the dark red

Re: How to deal with a customer?

Posted: Tue Nov 22, 2011 5:51 pm
by LittlePinkFaery
Glad this has sorted itself out. Another option could have been to offer to make 15 darker ones to blend in , especially to braid in near the front.

I would advise putting a disclaimer on your site and in email communication that colours are not exact and you will try to match to the colour chart but monitors etc etc can show colours differently. Please choose wisely sort of thing!

Re: How to deal with a customer?

Posted: Tue Nov 22, 2011 7:33 pm
by Black-Sunshine
Thats a good idea, thank you :)

Re: How to deal with a customer?

Posted: Wed Nov 23, 2011 12:51 pm
by MissLove
Id go with what L.P.F said and just offer the darker ones to blend as she chose them personally x

Re: How to deal with a customer?

Posted: Fri Dec 02, 2011 10:52 pm
by toxic trish
My thoughts would be to offer to make an accent of maybe 20 extra dreads at a discount price to help blend the colours in like L.P.F said.

I had this issue with a friends who chose the wrong roving, i said is she wanted i would make her 15 DE's extra at material cost so that they matched her base. :)

Re: How to deal with a customer?

Posted: Sat Dec 03, 2011 12:24 am
by ..::AtomicLox::..
Ditto on the blending thing, though I'm glad you were able to work it out with ease.

I'm personally super opposed to returned dreads. Once they leave my hands I have lost control of the environment they are in, and I can't say with absolute certainty they are still clean and up to the standard of my sell-able dreads. I have a pretty clear policy regarding this and it has served me very well. I've also worked with nearly every single color I offer personally, so I am more than willing to offer extensive color matching advise!
When that fails and the color is still wrong, just in the interest of customer service, I direct clients to appropriate venues to easily re-sell dreads on their own and offer a small discount on a replacement kit.