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    Backup is now done at 3PM EDT. You may find the server down for up to two minutes at that time.

To Refund or not to Refund, that is the question!

Beveled

SGF, Supreme Grumble Framer
If we allow consumers the option of misunderstanding anything, they often will, and expect us to accept responsibility. The surest way to avoid that problem is to make sure they understand and agree to everything about their orders.
Ha! I knew somebody was going to nit pick about that.

I agree with you Mr. Miller. My intern made the mistake, but I felt that the customer was trying to take advantage of that.
 

Less

SGF, Supreme Grumble Framer

Terry Scidmore CPF

MGF, Master Grumble Framer
Maybe you should borrow this phrasing from one of our big box brethren for your order tickets. It appears to have been crafted just for special customers like this one. How ingenious of the BB to make liability solely the customers!


A non-refundable deposit is required to begin work. You will be notified when your order is complete. Order must be picked up within 30 days of completion. (We) are not responsible for any order that is unclaimed after 30 days. You agree that (our) liability for loss or damage to the artwork is limited to $250.00. A claim of loss or damage will require you to provide proof of value before the claim can be processed.

By signing below, you agree to the terms above (including the limit on (our) liability) and you agree that you have reviewed the work ticket and order form and agree the information is accurate.

On pickup, by signing below, you agree the order has been completed to your specifications at the time you placed the order.



I think you have honestly sought a good solution for this customer, and hopefully they will someday appreciate how accommodating you tried to be in your dealings with them.
 

Paul Cascio

SGF, Supreme Grumble Framer
That's a fairly typical disclaimer, and in principle, it's one that every framer should consider adding to their Work Order in some form.
 

PaulSF

PFG, Picture Framing God
And yet, it is perfectly acceptable for health care providers to wait until weeks after their services have been provided, before condescending to let us know how much we owe them.

Interestingly, I just had a similar problem. A woman had been quoted for her framing 2 weeks ago, and then added on conservation glass. She was told there would be an "extra charge" for that, and she agreed, but didn't ask how much that would be. When she came in to pick it up today, she was angry that the extra charge for the glass was $28, and insisted that we shouldn't make her pay that, because she wasn't told.

Her words were "if I had known it would be that much more, I would have ordered regular glass."

Sooooooo I offered to change the glass while she waited. She declined the offer, and paid the whole bill.
 

Paul Cascio

SGF, Supreme Grumble Framer
Interestingly, I just had a similar problem. ...

I hate restaurants that don't publish drink prices. My theory is that if you don't want to tell me, then you're probably overcharging. Not sure how that applies here, but I wanted to get that off my chest. :)

There's no reason, IMO, why we can't, and shouldn't, give the customer a firm price on almost anything we do. And when we can't, we should at least give an educated estimate, along with an explanation of the variables.

BTW, I recently went to a restaurant that added additional charges for both the blue cheese dreesing and celery sticks to go with my order of Buffalo Wings. I'm not talking extra dressing either, I'm talking the first serving of it. I argued that it's not Buffalo Wings if it doesn't have some BCD. Thank goodness for YELP.
 

Beveled

SGF, Supreme Grumble Framer
There's no reason, IMO, why we can't, and shouldn't, give the customer a firm price on almost anything we do. And when we can't, we should at least give an educated estimate, along with an explanation of the variables.
Ha! I knew somebody was going to nit pick about that.

I agree with you Mr. Miller. My intern made the mistake, but I felt that the customer was trying to take advantage of that.
Beginning to regret commenting at all. :(
 

RParrish

PFG, Picture Framing God

Blackcat

CGF II, Certified Grumble Framer Level 2
While reading this thread, I kept trying to think of why they would think they had the wrong glazing (originally giving them the benefit of the doubt that they were good and honest customers). Is it possible that there was a scratch in the film side of the museum glass or that it was installed inside out and that they had scratched the glass? I would expect most customers wouldn't think of glass as being scratchable but that acrylic would be. Also, when they claim they got acrylic, do they think its regular clear acrylic or the museum optium acrylic, because cost-wise one is a huge step down in price and the other is a huge step up? My last idea about why they might be so upset is that maybe someone didn't explain to them proper handling and cleaning of museum glass and/or they forgot once they got it, so now it is covered in fingerprints or the signs they attempted to clean it with windex?

I do agree that they now sound like they are the ones scamming you after their odd excuses, especially the 12 x 12 glass is too fragile to move one (then how did they get it home and how do we get it shipped in boxes of 40 x 60?) I agree with not giving any kind of reimbursement with out proof of error and I think that is fairly standard for any business. And as much as it sucks, try to be polite and helpful to these customers. I suspect nothing you can do now will make them happy and that they will tell some people bad things about you, but if you get frustrated and rude with them they may tell a lot more people about their experience and are more likely to give you scathing reviews on the internet.
 
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