Tell me watcha think...

[Steve]

A couple came in 2 weeks ago and purchases a tub. They wanted a quick delivery but the only tub we had in stock in that model was a green acrylic. She was more interested in the sandstone.
I told her that we could order it and she'll have it in 3-4 weeks. She decided she wanted the green ASAP.

The day before delivery, I called to let her know that we had ordered the exact spa, in the color she wanted a couple of weeks ago for our stock. I asked if she would rather wait a week or so if she was questioning her decision to go with the green. She said he'll stick with the green. She did have family coming on the weekend and she wanted it Friday.

We do have a 30 day guarantee with every Beachcomber in that if you aren't 100% happy with the tub, we'll exchange it or refund your money. She is aware of this. I also spoke to her husband and he also confirmed that the green will be fine.

Friday we delivered their spa. I went out that afternoon and went through everything and got them up and running. They loved it.

Yesterday she called to say that she wants the sandstone.  We gave her every opportunity to get what she wanted and now this... :-/

I know she wanted the spa for the weekend and that she felt she could switch it out for the one she wanted after that. Obviously, she's not admitting that but...

The tub that we have on order has since been sold (prior to getting here) so she would have to wait 3-4 weeks for her new one. I told her that there would be a $250.00 total charge for picking up her original tub, cleaning it and delivering her new one when it comes in. I also said that I will be picking up her tub in the next day or two so it can be cleaned and sold as a new tub still.

Do you think this is fair? As a dealer, what would you do? As a consumer, how would react to this? ???

Steve

 

[OnMedic]

Steve,

Kudos to you for being committed to your customers, but don't sell yourself short on this one. If there was a more legitimate reason for the return, it would be one thing. I think your request for immediate return is reasonable, and the delivery charge is also fair.

Don't sweat this one. If they made the decision they did, the colour has to be seen as worth $250 to them! If it is worth anything, I would also see if keeping the green was worth a credit of a hundred or two.

 

[Roborph]

As a consumer, if there is a 30 day guarantee, with a full refund if not happy...that ends it! I would expect you to leave the tub there and replace it when the one I want comes in. No extra charges, no hassles.
However, I certainly see your point. They did to you exactly what you thought they were going to do to you.
I went in to a Hollywood video store the other day and visited their video game store. The employee told me if I bought a game system and bought their $20 no questions asked warranty, I should step on the system with one week to go in the 1 year warranty and get a new system (this system is for my 11 year old son btw).
Now this probably doesn't compare, but where I work, if you're not happy I'll make you happy. Happy customers come back and also tell their friends.
So that's my opinion from a consumer....

 

[Roborph]

I'm sorry, but I also need to add that I've been in retail business since 5th grade. I think in this day and age, service is what matters. After all, there are alot of tubs out there and you need to make yourself stand out from the rest. I've read your posts and you seem like a good guy, so why not eat this one and hope this couple spreads your good deeds to others?

 

[ndabunka]

Steve - You probably should have made her aware of the $250 charge and the process BEFORE the sale completed so that she had the opportunity to consider the details before she spent the weekend with it. I can see the comments between her and the family members that weekend..."Why did you buy a GREEN spa?...Well, it was in stock but I REALLY wanted the sandstone... And the nice man at the store SAID I could trade it out later if I changed my mind (at no cost in her mind)". IMHO I think you should not charge her any difference. However, you should pick up the green one as soon as you can (I'd recommend you use logic like... "I NEED it on the showroom floor for demo purposes" or "It's hard to sell it if it's in your yard for 30 days"). If she wants you to leave it there for 30 days and you agree that $250 is a fair market price for 30 days worth of Spa rental, then I would leave it for the price. You get all options covered this way and she gets to be the one to make the choice of spending the extra $'s or waiting...

 

[Steve]

Wow... all great answers you guys!

First off my medic friend:
The option of "a credit" of such is a good one. Thanks for commenting. I always enjoy your comments.

Robo: You make some great points and believe it or not, I agree completely. I'm a firm believer of a happy customer will tell 2 people and a pissed off one will tell 22. Point well taken.

Ahhh bunka. Kinda hit the nail on the head there bud . A great afterthought that I should have done prior to delivery. I thought of that today actually...My bad...
I think I'm going to take all of the above and make this right.

Thanks again all. I really appreciate your input on this one!

Steve

 

[Spatech_tuo]

I think I'd try to make them pay the $250 but in the end I think you should cave if needed as much as they don't deserve it. I also think you should revise your return policy to continue to allow for switching of models  (either to upgrade or downgrade) but not for switching due to shell/siding color once the spa is delivered.

 

[Tubber]

I agree with Spatech, You've got to change your clause to upgrade the model in 30 days or less. The color choice was theirs to begin with. By taking immediate delivery they made the sacrifice in the color they really wanted. When we do blems or floor models people jump to save a buck. I always enforce the fact that they are going to have the tub for many years and some times sacrificing now will bring discomfort later.

Seems the best thing to do is bite the bullet now on this one. Maybe get a little something as you have to supply the labor for a swap to be made, and the fact that it technically is not a new tub now.

 

[Lori]

Ok, so I didn't have a chance to say that I feel you would do the right thing anyway.

In my opinion, all of the above.  I, though, would like to give this couple a piece of my mind.  They are the type of people who ruin it for others.  I can hear the conversation now, "So they have to come pick the tub up and clean it, big deal."  What they don't consider is your time, your crew's time, the liability, etc. not to mention depreciation.

I'm sorry there are people who are so inconsiderate.  Why not just get the one you want (color and everything) and be done with it.  Even if you have to wait a few more weeks, if they had waited this long, why not a few more weeks.

Just my thoughts!  

 

[dhsherbert]

Steve,
I hope this isn't payback for the advise you gave me. It sounds like an ugly version of my story. Sorry, bud.

Doug

 

[Gary]

Make them pay the $250 (it is only Canadian money ) Steve if you can. It all depends on how your 30-day guarantee is written. I do believe in taking care of customers but these days way too many people think they deserve the world.

I am amazed when I go and fix a spa that is 6 months, 1 year out warranty and the people feel they should not have to pay. The most common statement I get is "it should not have broke".

Gary

 

[tony]

I think you are being very fair.

 

[Wisoki]

That's the answer. What they did was what people who buy too much house do. Rent the furniture for a weekend when the family is coming over. I'm sorry, but be sure when you are in my store that you are choosing the right one, ALL SALES ARE FINAL.

I think I'd try to make them pay the $250 but in the end I think you should cave if needed as much as they don't deserve it. I also think you should revise your return policy to continue to allow for switching of models  (either to upgrade or downgrade) but not for switching due to shell/siding color once the spa is delivered.

 

[Pooldevil]

Steve
I can't believe you would change out a tub just on colour ...
I can go with Beachcomber on changing up to a better model if you are not happy with it when it arrives.
I am sure Keith Scott will be happy to reinburse your loss in time and money ... he should , after all it was his idea ! :
What colour do you think they would like next week ?
Sorry .....
No one here in the UK will back this policy ... there are too many takers and most of our tubs are craned in at a cost of around $1500.
Just don't get caught again ....

 

[Rboehme]

I think you did the right thing.

 

[Steve]

You guys are great. The Canadian money thing cracked me up Gary! ;D

In the end, she's going to keep the original tub.

We have given her an in-store credit along with a few other things and she's a happy lady. After all, it’s our job as men to keep the ladies happy right? We find that our life becomes easier as a result!!

Beachcomber head office got involved also and is sending her an extensive "care package".

In all the years, I have seen this happen only twice for a color change. The other three I know of, ended up going with a larger model. I don't feel taken advantage of in general as the numbers don't warrant a drastic change to this policy I believe.

The moral of this story is to be more up front with this policy. If a change is needed because of a problematic spa, we wouldn't charge the delivery so I have to think about the wording in any literature.

I certainly went through those emotions Lori when this first came to light. It was very frustrating to say the least!

Thanks again all of you and once again, your insight and advice has truly helped! You're awesome!

Steve

 

[Electro]

Steve,

You must be an incredibly nice guy.

I feel the costs associated with 30 day exchange or refund policy are much higher than you realize.  Your time and effort, plus the mandatory depreciation, are bound to be more like $500 plus 15% depreciation.

I do not know about your laws, but it is clear to me that you cannot resell a previously delivered and used spa as new, no matter how much you clean it up.  You must sell such a spa as a used unit.

I feel you need to revise your policy to indicate reasonable charges associated with refund or exchange within the 30 days.  Many businesses of all types charge 10 to 15 percent or so.  In turn, then you can feel okay about reselling it as a used spa at a discount.  By the way, its a good idea to always have one or more "used" spas at that discount; then customers see that this is real.  And, some will gladly want to buy it at the discount.

My bottom line: it is wrong to sell a used spa as though it were new.

 

[Spa_Tech]

Eletro is on the right track-

The following is my policy-


"Thirty-day Money Back Guarantee- If, for any reason, within 30 days from the date of installation, you aren’t satisfied with your new Tuff Spa, The Wizard of Spas will refund your money, less a 10% restocking charge. (This does not include special delivery and installation related costs - for example, electrical contracting, use of crane, etc.)

"Thirty-day Product Exchange Privilege- If, for any reason within 30 days from the date of installation, you aren’t satisfied with the model or features of your new Tuff Spa, The Wizard of spas will extend the privilege of exchanging your spa for any other model Tuff Spa for the difference in the purchase price plus a 10% restocking charge. (This does not include special delivery, installation and related costs - for example, electrical contracting, use of crane, etc.)"


The main thing is, have something written down- have it explained to them- and have them sign it-- This way there's no confusion, no assumptions, and no way to weedle into something for nothing- In most cases consumers cant go buy a car from a dealer, drive it away, and then decide a month later that its too costly, the wrong color, or is the wrong size... (Saturn looks like they are changing that though...) But just as it is unreasonable to return a car for trivalities, its unreasonable to return a spa-- and not expect some penalty for changing their minds after signing the dotted line.

 

[Chas]

My bottom line: it is wrong to sell a used spa as though it were new.

I would say yes. As you alluded to in other parts of your post, selling a spa with an honest report as to it's history - with a discount - can be and is done.

I have returned one spa under our satisfaction guaranty, but for a different reason: they tried to talk another dealer into selling them the biggest spa (Grandee) and he sold them a medium (Classic)!! They got in it for the first time in their backyard, and it was too small. The dealer wouldn't help, but I was able to sell them a Grandee (for the difference in price) and HotSpring allowed me to resell the Classic with a full factory warranty.

We told any shoppers who were interested in the Classic all about it's history, proudly touting our commitment to customer satisfaction  ;D ;D and had it on display so they could see the odd scuff marks and such - but having the full factory warranty was what helped us sell it.

 

[stuart]

That $250 is not salvageable at this point. Write it off as "the cost of good customer service". Your policy is one I recommend to many dealers and anyone that truly believes in there product will do it.

We have a new type of customer in the last several years bred from the baby boomer generation. They are more educated, more aggressive, somewhat hostile at times and have a philosophy of "I saw my parents make stupid mistakes and get screwed so I'm going to be the taking advantage of not the one getting taken advantage of". It's hard to convince this type of customer that your there to do them right!

I would most certainly make this woman feel that you have gone overboard for her because you know that she will tell everyone her story and send you business. Then I would not have a problem calling her for referrals frequently. Trade the $250 for her services by saying "If we just drop the $250 do you think you could help me recoup some of it with some referrals? If you do I will even go one step further and give you an in store credit for anyone you send in that buys!" This could make it a win win situation!