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Wednesday, July 27, 2011

Crazy Return Policies

A customer just called and found our return policies such a pleasant change from other companies.

She ordered a dress from another company, and it was supposed to be there in 6 days.  At 6 days, she called the company and found out it was on back order.  And the company discourages phone calls by asking customers to read the FAQ's first.  And they will not answer calls about returns by phone!  Strange...  We have our 800 # on all our pages.  And our goal when an item is out of stock is to both E-Mail and call the customer as soon as we find out.  It makes for happier customers and less headaches for us (I am very anti-headache). I found out the hard way that some customers don't check their e-mail that frequently.

The customer also mentioned that many sites charge a 20 to 30% restocking fee! We don't.  All we ask is that customers pay the shipping back, which she thought was fair (my goal with EliteDresses return policy is make it fair and easy).

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