What Would You Call Your Autobiography?

Here is why we don't get refunds on vacuum cleaners;
We show them the complete operation, and let them vacuum in the store, on various types of carpets and bare floors. What they experience in the store is what they experience at home.

I always assemble the vacuum for them. They get a fully assembled and tested vacuum cleaner.

At the counter (assuming they buy), I spend time answering any questions...and I give full instructions on how to use the machine. I then make sure they understand everything I told them.

I then tell them that their bag may fill up the very first time they use it. I explain that this just means the vacuum is picking up what was left behind, and it's a sign they have a great vacuum cleaner.

I tell them that the vacuum will leave lines in the carpet. that means the carpet is being combed in the same direction. a sign of a great vacuum cleaner.

I tell them that if, the first time they use it, it fills up or stops working, to bring it in and I'll take care of it while they wait.

And before they leave, I hand them an extra box of bags, as a way to say Thank you.

And yeah, the very few times we have someone bring a vacuum cleaner back, it's always the next day...and it's always because they filled the bag up already.

And they nearly always ask for a refund, saying it's the machine's fault. I ignore the request, and show them the full bag, the clogged hose, and put a new bag in for them. I always act like they didn't ask for a refund, and I say that it's my fault, for not explaining it all to them.

90% of the time, they leave happy, with their new vacuum.

But I also have two signs up that say "No Refunds". So that helps as well.

When someone asks "How long until I can't return it?" or "What's your refund policy?"

I tell them we don't give refunds. In nearly every case, it's OK with them. They just needed to know. And if they ask why we don't refund, I explain that vacuums cannot be sold as new once they are sold and returned.

Yeah, I assume that large discount store have a huge problem with refunds. The customers often think of it as "Borrowing" what they bought.

I'd rather someone not buy from me than have a 50/50 chance of a return. To me, it's a personal issue, not a business issue.

I have to say, we don't often get discount shoppers in our store. Our advertising and marketing fairly screams that we are a higher end store. Our cheapest vacuum we advertise is over $250. And if they are coming in for a really cheap vacuum cleaner, I recommend a local store where they can get it.

The more you know.