07-17-2013, 09:42 AM | #1 (permalink) |
Join Date: Feb 23 2010 Location: New England
Posts: 94
Rep Power: 0 | Refunds I did see some threads about this on here but need input here. Client bought a $50 lotion yesterday (from employee), used it, said how great the color from it was. Came in today and told me she hadn't used it and wanted a refund. I told her sorry we don't offer refunds. She was visibly covered in tanning oil and smelled like it. She asked where it saying that in the salon and I showed the sign next to her of that said no refunds. I do not have it listed on my waiver however. I am wondering are refunds in situations like this the businesses decision? I do have it posted but I am unsure if this is enough. |
07-17-2013, 10:10 AM | #2 (permalink) | |
Join Date: Mar 18 2005 Location: GA
Posts: 1,153
Rep Power: 20 | Re: Refunds Quote:
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07-17-2013, 01:56 PM | #5 (permalink) |
Join Date: Feb 23 2010 Location: New England
Posts: 94
Rep Power: 0 | Re: Refunds I can't exchange it either way because she used it. We always ask clients how they liked their new product after they tanned and she said she got really dark from it. Then to me said she didn't use it. |
07-18-2013, 11:45 AM | #6 (permalink) |
Join Date: Oct 29 2007 Location: OHIO Age: 39
Posts: 237
Rep Power: 17 | Re: Refunds We have the same policy; however there are always exceptions to be made. In this situation I would have done the same thing given the back story. If someone is that bold to lie to you and use the lotion and demand a refund, you better be sure once they think they can break you down they will keep terrorizing you! I say you did the right thing, your policy was disclosed. If I get that vibe when selling a customer lotion that no matter what I sell them is going to make them happy example complains about price etc.I encourage them to purchase a sample and refresh them with our no refund policy and don't want them to get stuck with a bottle they do not like. Of course these situations aren't that often, but I handle them case by case. If I have a customer come in and share with me the lotion is irritating their skin or something health related I will without question take care of them. We have to be responsible as business owners to not let customers take advantage of the rules & polices and to protect the customers that do follow the rules :)
__________________ Erica/Love My Tan |
11-09-2013, 06:34 PM | #8 (permalink) |
Join Date: Aug 29 2010
Posts: 12
Rep Power: 0 | Re: Refunds I usually look how much money this customer have spent in my salon so far. If she/he comes and renew the package all the time, then I do not even question, just give her a refund. NEVER make a loyal client mad. If she/he is not loyal, I give them refund anyway, but let them know that it's not our policy, and I gave them a BIG favor, because I understand as a person how bad it can feel to pay for something that they do not like and suggest them to try a sample of a lotion before they buy a whole bottle next time. Make them feel guilty, and they will spend more on a new bottle. Works for me in 99% of time. |
11-11-2013, 08:03 AM | #9 (permalink) |
Join Date: Mar 18 2005 Location: GA
Posts: 1,153
Rep Power: 20 | Re: Refunds If they wanted a lotion that works, then why would they want their money back? Give them another lotion in exchange and use theirs for cups or let the employees use it. A lot of people want the money back because they need to pay their cell bill or something..... |
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