Friday, December 17, 2010

A bad online purchase experience turned OK

Last week, I found the perfect sweatshirt on for a Christmas gift (the recipient will remain anonymous). The price seemed kind of high for a screenprint sweatshirt at $33 plus shipping, but I figured it was worth it.

Then the shirt arrived.

It was the flimsiest "sweatshirt" ever! And the design on the front was at least an inch or two off-center. I thought maybe I was being over-critical, but my husband agreed with me on both counts. I went to the Cafepress website and filled out a webform requesting a return and refund.

Imagine my surprise when about 12 hours later I received this email:

Thank you for contacting!
We want you to be 100% satisfied with your experience.

I have processed a refund for you in the amount of $33.00. Please allow 3 - 5 business days for the refund to be reflected on your credit card statement. I know the item received is not up to your complete satisfaction but as our way of an apology please go ahead and keep it. There is no need for a return!

If there is anything else I can do for you please let me know. Your ticket code is 00000000. Please use this code in any further communication.

Best Regards, Support Representative

Wow! I get to keep the sweatshirt and am only out the $5 or $6 I paid for shipping. Not so shabby. I can still give the person the sweatshirt and will explain the story, it's the thought that counts, right?

Lessons Learned:
1. Cafepress products are of questionable quality
2. Their return/refund policy is good
3. In the future, don't just grin and bear it when I am not satisfied with a product, I might again be pleasantly surprised

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