Read the entire post please
We have been posting on this blog since really June 2011. Me, as in Leslie has reviewed 100′s of motorcycle accessories, bikes and gear, etc…and I really try to be fair and honest without losing credibility or defacing a company. Up until now I have to say it’s been real easy to keep things positive or critique as constructively as I can.
However, recently,I was shocked by the response I got from a return I recently made and I will keep the business name anonymous for now because I can’t wait to see how they actually handle my order. Please note: These lights were ON SALE for the public. He did not discount them as a special favour to me as he implies in the below email…
Scenario is simple: I order Rigid Aux LED lights for both our bikes from a USA company as I do in many cases, I see what they really look like on the same bike as ours this past weekend and decided NOPE, not for us…too big for the place we want to mount lights. Simple right? Well, even before I refused the package that I spent a lot of $$ to be shipped to Canada I emailed the owner, said thank you for answering all my questions but unfortunately these lights won’t work for us so I was going to not even open the package and just send it back….this is the first email I got back.
“OK, I understand.
There will be a 15% restocking fee of the purchase price. Shipping fees are not refundable.
If there’s any return fees imposed by the Post Office, we will deduct that value from the refund.
It’ll probably take a month to get the refund processed. There are some logistics to the refund. Because it is a PayPal transaction we can’t refund a partial value, it’s an all-or-nothing refund. I will have to scratch my head on this one and contact PayPal. “
OK…so the owner has issues with returns but what a way to put it to me…I wrote back…wow, what a deterrent to return anything back to your company…and inquired about the 15% restocking. I asked because we buy a lot of stuff from Revzilla and have truly forgotten the word restocking fee. Next email I get is this…partially edited. Remember I paid over $50 in shipping fees…which I did not expect to get back and won’t…
Here’s the reason for the restocking fee: We get charged at least 3% in PayPal fees for the original transaction. Then we get charged at least 3% for the return transaction. So we’ve already lost 6% ($30 +). Then we have to pay for the costs of packing, the box, the copies, etc, plus we have investment in the time involved in processing the order, completing customs forms, and finally we have to pay the shipping clerk’s salary as they handled the order. So now we’re taking a loss of at least $60 on the order. The 15% restocking fee barely covers those costs (it probably doesn’t)…
When the package comes back to us we have to fully inspect it for damage, and we have to make sure it’s in 100% sellable condition. If we can’t then we are stuck with a unsellable product.
Our return policy is posted on the website. It’s pretty much the same policy that you find anywhere in the motorcycle industry. We’re not Costco or Walmart, we can’t afford to accept returns without passing along the costs of the transaction. Especially when a customer arbitrarily changes their mind.
You may not realize it, but normally we don’t give refunds or accept returns on electrical parts or lighting systems. We’re not enforcing that provision.
You were keen to make sure I gave you a discount, which I had already done. Then you changed your mind and decided the lights wouldn’t work for you, so now you’re refusing the package. And now you’re indignant because we’re charging a restocking fee? Come on…”
The owner of said company called me indignant because I asked about a restocking fee???? So, I admit I did not read their return policy, expected to be dinged which is not what is bugging me…it’s the attitude and connotation in his emails that has made me irate.
I believe customers are not always right but ought to be treated with respect and appreciation…this is the first time not only do I feel almost held hostage due to all the money I will lose by returning these lights but the tone of an owner??? An owner of a motorcycle online shop??? Am I wrong to feel talked down too? Almost treated as though I am an idiot? Am I over reacting?
YOU BE THE JUDGE AND PLEASE FEEL FREE TO LET ME KNOW THAT I AM OUT OF LINE OR OVERREACTING…
My last email I sent this owner was this…
“Haven’t heard a restocking fee being charged for a while because we buy a lot from Revzilla. And the fact you just called me indignant just made this a not so nice return. You can ding me anything you want, it’s your policy and right as the owner. I will sit back and wait to see how this works out.”
No more emails after this one I sent!