I wasnt going to say anything about one thing related to returns.
Long ago, returns were like going to see the Wizard, enduring fire and smoke just to get the item properly documented and so forth.
Today I see people lining up in returns at retail sometimes and wonder if there is some kind of underground attempt at generating cash.
I dont go to malls anymore but listening to some of the chatter years ago reinforces my impressing that some folks are attempting to generate cash from nothing each day.
Just my thoughts, they need not apply here.
I now do most of my buying at train shows and mail/internet order. (No one in my area carrys S scale.) Most of the train show dealers don't seem to have a return policy posted, most of the the internet guys do.
I have only had to do two returns. One time years ago, a locomotive kit was incomplete - unfortunately by the time I got around to building the kit, the LHS was gone and so was the manufacturer. (Years later I was able to buy the needed bag of parts on eBay.)
The other time I ordered over the phone 3 bags of spikes at what I thought was 1000 per bag, but 12000 per bag ones were what I got (and was charged for). He took them back, but was not friendly about it - implied it was my fault, but I think he had a new person taking orders. I also learned a few things about over-the-phone ordering such as verifying prices and totals on each item.
Anyway, I expect that on mistakes the LHS/dealer makes (or we make together) that he will make good or refund regardless of other policies. Same for defective merchandise. But I also expect to have to point this out in 30 days. Otherwise, I expect to return within 30 days unopened/unused for refund unless policies state otherwise.
Posting a sign that "all sales are final" or there is restocking fee will usually drive me away.
Posting reasonable policies about in saleable condition unless defective, etc. are okay.
"No questions asked" is a plus for the store.
The ugliest returns story is one I observed in a Woodcraft store. Seems this guy's wife had bought him a table saw accessory as a gift and he wanted to return it. Not only did he not have the sales receipt, but the store never had carried that item. And also did not carry the table saw it was made for. But that didn't stop him from screaming (literally) at the poor clerk and making threats about law suits etc.
Enjoy
Paul
Though I've seldom used it, my two local LHS' seem to have an "Exchange or Store Credit" policy. I have had to exchange several items in the past several years--one a curved turnout that turned out to be the wrong radius, the other a box-car that I didn't realize was 'out of Period' for my MR. In both cases, there was no problem at all (of course, they probably knew that I'd end up buying something additional, LOL!).
When I worked in retail at a music store for several years, we had a "No Cash Refund/Exchange Only/Store Credit policy that worked for the most part. However, these signs must be PROMINENTLY posted in several areas.
Tom
Tom View my layout photos! http://s299.photobucket.com/albums/mm310/TWhite-014/Rio%20Grande%20Yuba%20River%20Sub One can NEVER have too many Articulateds!
selector wrote:My preferred LHS closed after 30 some years this past June. Until then, whenever I purchased anything, prior to my leaving the owner would make it a point of saying, "..and, listen, if it doesn't work, or you don't need it, you bought too much/many, just bring it back." I took him up on that when I found the EZ-Command to be much less than I had anticipated. He dutifully relieved me of it and ordered a replacement DCC system. I also returned a couple too many bags of ground foam and some turnouts once....again, he was all "business".I appreciated that about Ken..... -Crandell
My preferred LHS closed after 30 some years this past June. Until then, whenever I purchased anything, prior to my leaving the owner would make it a point of saying, "..and, listen, if it doesn't work, or you don't need it, you bought too much/many, just bring it back." I took him up on that when I found the EZ-Command to be much less than I had anticipated. He dutifully relieved me of it and ordered a replacement DCC system. I also returned a couple too many bags of ground foam and some turnouts once....again, he was all "business".
I appreciated that about Ken.
....
-Crandell
I agree, Ken's was a great place to do business with.
The HS I have done most of my business with after leaving Vancouver Island, I do not know their return policy and I have never had to use it.
Now, having worked in government and its legal confines, I would have to say that you are better off, in the long run, making it abundantly clear of your policies. Those loyal to you will understand, and those whose intentions are less than honourable, or who simply will not take their responsibilities as buyers seriously should be the beneficiaries of an unambiguous and prominently displayed notice. It is always good policy to have policy, and policy that is not widely disseminated is ineffective. Post it, and then there are few arguments. However, nothing precludes you from unilaterally making exceptions when you think a particular case calls for it.
Thanks for the comments.
It seemed that every other hobby shop I've vistited had some sort of returns policy prominently posted. From this thread I see quite a few shops must not.
Personally I like the "no questions asked" return policy, it just makes life simpler for all.
Why try to make 100% of your customer base adhere to some sort of stringent rules when only 3% cause any trouble and those 3% are not going to follow any rules anyway...why take the chance of making the other 97% unhappy.
But when I lose a good customer because he will not follow the manufacturers requirements for repairs, or when other customers mention that my good nature gets taken advantage of every once in awhile...sometimes I wonder about having a policy so everyone knows what is expected.
I totally stopped dealing with a "G" gauge hoby store in Oak Lawn Il now in Worth Il.
I purchased a HLW Engine that was defective engineering. I met the onwers/representives at a traide show. Living very close to them. They said I could bring it into them to correct.
They seen the problem and could not correct it. They gave me a letter and said to return it to the hobby shop for refund.
The Oak Lawn/Worth Il. hobby shop charged me a very large restocking fee.
Larry
Conductor.
Summerset Ry.
"Stay Alert, Don't get hurt Safety First!"
I dont recall returning anything to a LHS except one engine that was definatley not working right. That one got shipped to the factory and returned as new. After that experience I do my own returns direct to the factory if necessary.
When I decide to buy something from the LHS, I make a specific order and take it home. If I feel that I dont want the item for whatever reason after a period of time, I sell it on Ebay. Usually it finds a good home.
We buy things to keep, we never return anything.
Once in a while an item comes to the counter and it isnt quite what I wanted or expected or some other little tidbit. Sometimes I would ask it to be returned to the shelf.. but it is very rare.
Dave-the-Train wrote: Would you clarify please?Do you want to return defective goods (in which case you have statutory rights) or beecause you changed your mind about the product?TIA
Would you clarify please?
Do you want to return defective goods (in which case you have statutory rights) or beecause you changed your mind about the product?
TIA
If you buy something, you should keep it or sell it privately.
Most stores have some kind of policy on returns, but my wife uses that to return things she purchases.
Cheers
From the far, far reaches of the wild, wild west I am: rtpoteet
I would think that you could have a policy with a set amount of time for money back returns with receipt. After that time, 30-90 days, you could have an exchange or store credit only. Some stores have a 'restocking fee' for canceled special orders in the 10-15% range. I think that will only discourage special orders. One thing I have always stayed away from in my business is 'no returns on clearance merchandise'. I've found that you will discourage more sales and be stuck with the merchandise anyway. One thing to remember is to print this return policy on your receipts. Pointing to the small sign behind the counter is not acceptable to the crabby customer.
Just my toughts on the subject. I do not know my LHS's return policy.
My LHS doesn't have any signs posted.
I ordered something from Walthers through him one time, and in my e-mail I put down the wrong part number, so the wrong item got ordered. Even though it was a special order, he just took it back and put it on the shelf, and ordered the right thing for me. I even offered to take it and find some use for it, but he was quite happy to take it back. (I never saw the mistaken order on the shelf, so somebody must have picked it up pretty shortly thereafter.)
Anyway, that kind of "customer focus" is always appreciated.
It takes an iron man to play with a toy iron horse.
Sorry...in my effort to keep posts shorter, I sure didn't explain where I'm coming from...
as an owner/operator of a train shop, I don't currently have a posted policy on returns. I've always thought it was a negative, a turn-off...just looked "standoffish" or whatever.
But a couple times a year, which may not be enough to worry about, a situation involving a repair or a return does not get handled properly here in my opinion.
So I am considering a policy on returns and repairs that will prevent eruptions of misunderstanding.
But I was curious as to how other shops handle things, or what their posted policies are...
I prefer the "we can handle things in a friendly manner without a bunch of rules" approach but that doesn't always work either.
..... Bob
Beam me up, Scotty, there's no intelligent life down here. (Captain Kirk)
I reject your reality and substitute my own. (Adam Savage)
Resistance is not futile--it is voltage divided by current.
I would be interested in hearing how your LHS or model train shop handles returns.
Does the shop you frequent have a sign posted "no returns" or "returns/repairs are the responsibility of the manufacturer"...or something similar?
And if there are signs of this nature, does it seem like a negative to you? I mean, does it affect your decision on whether or not you purchase a locomotive from a shop with a posted policy about returns?