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Tell me watcha think...

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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...

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