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Upset customer - What did I do wrong?

by dvduval
32 replies
So let's suppose last year I have a special of "Buy 1 widget get 1 free" that I offered last year. The special has been done with for several months and I offer a new special of "buy 1 widget and get a cash rebate".

So then someone who received the special last year comes to me and says "I want my cash rebate". When I tell them we can't go through and "redo" the special, they get angry.

Where did I go wrong?
(or did I even go wrong?)
#customer #customers #free #give #upset #wrong
  • Profile picture of the author propooper98
    You never did anything wrong- you are the seller, and you have the right to increase the quality, or (lower the quality in some cases) as you please- as long as the Customer is satisfied WHEN he bought the product.
    When he bought it, that was the special- do you expect to go back to TigerDirect, or BestBuy after a year, and claim that you want the special from another ad, which only existed months after you bought the product? Doesn't make any sense to me.
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  • Profile picture of the author Cee
    Of course you didn't do wrong. They're being an idiot. They already got their free widget. That's like buying a 2 for 1 special in a store one year and the next year they're offering the same item except this time with a cash rebate. Would a customer seriously go back the following year and expect a cash rebate on top of the 2 for 1 special they already got?
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  • Profile picture of the author Rezbi
    Ask the person to justify why he should get his money back.

    Going by what you say about the offer he bought under, he shouldn't be able to.
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  • Profile picture of the author Tiffan Meloney
    Just say, we will soon release another offer for you guys and you will be the first one to know. Just subscribe to our newsletter and get an extra coupon.

    Owns two birds with one stone. Then after you give them the coupon keep sending them offers.

    And you did nothing wrong since it was clearly stated that the offer ends in a specific time period...i hope.
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  • Profile picture of the author LB
    You are just dealing with a lunatic.
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  • Profile picture of the author Peggy Baron
    If a customer bought a set of tires last year with a special deal and got 2 of the 4 tires free, would he go back to the tire shop today and demand a rebate because the rebate special they're currently running? Of course not.
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  • Profile picture of the author Joseph Robinson
    Banned
    They have no basis for their complaint. Now the best guest recovery thing to do would be to honor the rebate. If you don't value them as a customer though (and I wouldn't they seem rude and ignorant) then just let them go. You did nothing wrong.
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    • Profile picture of the author Martin Gram
      Some people are just jerks, do not let it affect you or your business
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  • Profile picture of the author Steven Miranda
    Insane. You did nothing wrong. Figure out what is the worse that could happen by losing this customer and tell them to go somewhere else.
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  • Profile picture of the author bankboss
    Originally Posted by dvduval View Post

    So let's suppose last year I have a special of "Buy 1 widget get 1 free" that I offered last year. The special has been done with for several months and I offer a new special of "buy 1 widget and get a cash rebate".

    So then someone who received the special last year comes to me and says "I want my cash rebate". When I tell them we can't go through and "redo" the special, they get angry.

    Where did I go wrong?
    (or did I even go wrong?)

    exactly like others said, they're just being a big di*k...just don't bother them and move on
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  • Profile picture of the author Tylerbennett577
    You weren't in the wrong what-so-ever. The buyer is just being stupid and attempting to get some money.
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    • Profile picture of the author Kay King
      You owe him a rebate - send him $0.00 to repay him for the item he didn't pay for.
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  • Profile picture of the author Beverley Watts
    You really don't need customers like that -I'm sure you're not the only one he's trying to scam!
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  • Profile picture of the author Aussie Edwin
    You did absouloutly nothing wrong at all mate.

    I do alot of posting on the aussie ebay forum as I like to help members and have read such crazy things as sellers getting abused for including free gifts with the purchase, and the one that stands out the most is someone who went nuts at a seller and left a negative as they received 2 of the item when they only asked for one (2nd was a gift)

    Not much you can do really except chalk it up to a unique experience and move on :-)
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  • Profile picture of the author make money 100
    after trying to appease your client you must all ways remember you can't please all of the people all of the time
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  • Profile picture of the author Antonio Gavrila
    As the person above me said, you can't please all the people.

    I personally think that you didn't do anything wrong and as you already said that you've explained to him the situation , and he doesn't understands , maybe he's just for the free thing.
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  • Profile picture of the author ladywriter
    I HATE when people do this. I worked in retail for a few years and people would come in and say "oh I bought this last month, I didn't know it was going to be on sale today, I want the sale price". And they'd get angry when my boss said NO.

    Some people have a lot of nerve and an enormous sense of entitlement. It's disgusting.
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  • Profile picture of the author hotlinkz
    You did nothing wrong. You explained your policy - deal done - move on.

    These type customers are like blackmailers; if you give them what they
    want, they will most likely be back for more.

    Shake it off and continue delivering value to your customers/clients.

    You must also consider that this customer may be genuinely confused.
    Send them a nice email explaining the way your specials work and if you
    feel you need to do that. If they still don't get it, you are better off
    without them as a customer.
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    • Profile picture of the author fluffythewondercat
      Originally Posted by hotlinkz View Post

      These type customers are like blackmailers; if you give them what they
      want, they will most likely be back for more.
      We see that on eBay a lot. It's called the partial refund scam.

      You ship the item and of course it is exactly as described and pictured. The customer kicks up a fuss ("I'm very unhappy, it's not worth what I paid") and demands a partial refund, which is nothing more than a huge after-the-sale discount.

      Many eBay sellers will cave out of fear, but smart ones will stay calm and insist they return the item. If you stay that course, the scammer shuts up and goes away. I like to add "Please return it right away -- I'm anxious to issue you a full refund and I have another customer who wants this widget" just to twist the knife in their hearts.

      fLufF
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      • Profile picture of the author Jamie Charles
        Originally Posted by fluffythewondercat View Post

        I like to add "Please return it right away -- I'm anxious to issue you a full refund and I have another customer who wants this widget" just to twist the knife in their hearts.

        fLufF
        --
        Haha, now there is a person who knows how to play this game.

        Doing business, any kind of business online or offline, you will encounter all types of people. Some of those people want to scam. It can be frustrating, but its just something you need to accept and get over.

        Then instead of worrying about these nutcase situations, you can have fun with them like fLufe, Haha
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  • Profile picture of the author sbucciarel
    Banned
    You'll never please everyone. Wasn't your fault. Don't let it get to you.
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  • Profile picture of the author Marvin Johnston
    I think we all know that if you don't ask, you don't get. Some people are immature enough to think being stupid in asking is okay.

    Short (true) story ...

    At the local college, someone was in the cashiers line to pay their fees. They didn't complete something that needed to be taken care of before they could pay. They raised a stink about this and wanted to talk to supervisors, etc. One of higher ups came over, found out the story, and overruled the existing procedures to help this person.

    Overheard afterwards ... "See, I told you I could get my way if I raised a big enough stink."

    Marvin
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  • Profile picture of the author MikeE516
    Someone here made a post a week or two ago about how he boght something a year ago and now the price is lowered. He wanted his part of the lowered price back. Maybe I'm talking about your customer.

    Told him are you going to throw a fit at Walmart when they drop the price of the PS3 2 years after you bought it brand new?

    Don't worry about it man. You're not going to be able to make everyone happy and there's a lot of people out there with messed up views.

    Just move on and continue with your business.
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  • Profile picture of the author CDarklock
    Originally Posted by dvduval View Post

    So then someone who received the special last year comes to me and says "I want my cash rebate".
    Tell them you'll be happy to give them the cash rebate, if they return the free widget you gave them at purchase.

    If it's a digital product, make them attach it to an email, then complain that this is just a copy and you need them to return the original. See if you can get them to mail you a CD at their own expense to get the rebate. If they do, complain that you can't tell for sure whether they made copies of it, since after all they did send you a copy before and they might have made others.

    Then anonymise all the emails, post them on the internet, and tweet the link. Everyone will think it's hysterical and you'll get a boatload of traffic.
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    • Profile picture of the author Jamie Charles
      Originally Posted by CDarklock View Post

      Tell them you'll be happy to give them the cash rebate, if they return the free widget you gave them at purchase.

      If it's a digital product, make them attach it to an email, then complain that this is just a copy and you need them to return the original. See if you can get them to mail you a CD at their own expense to get the rebate. If they do, complain that you can't tell for sure whether they made copies of it, since after all they did send you a copy before and they might have made others.

      Then anonymise all the emails, post them on the internet, and tweet the link. Everyone will think it's hysterical and you'll get a boatload of traffic.
      Funny and actionable!
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  • Profile picture of the author Peter Livingston
    I like CDarklord's idea..lol..It is just like turning the table on the customer - Creative thinking at its finest!
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  • Profile picture of the author Brian Tayler
    The internet wouldnt be as fun without the crazy irrational customers.
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  • Profile picture of the author Justin Newcastle
    Some people are impossible and just enjoy the process of complaining.
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  • Profile picture of the author Justin Newcastle
    Some people are impossible and just enjoy the process of complaining.
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    • Profile picture of the author John F Kennedy
      This is people.

      Whilst 99% of us apply common sense the small minority will look to gain what they can every time a loophole appears, they can't help themselves.

      Unfortunately some people expect the earth and more, your offer is just fine. Keep doing what you're doing, no exceptions...
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  • Profile picture of the author SeanLee
    Man, your customers are always right !

    At least, that's what most people say... In your case, just tell your customer that he is too stupid to use your service anymore.
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