legally, do I need to refund, fix or replace an order

[stacks]

I run a home interiors website and we recently had an order for a large made to order dresser. The customer placed the order and chose the wood, handles, and colour of the item so it's quite unique to them.

Now, the trouble is on 2 fronts and the first is quite a big cock up on our behalf.

The customer picked the item from our website but the picture was wrong, it had the right description, dimensions, price and product code but had the picture of a cheaper item. It's so obvious when you read the description but they have been delivered the item and have now emailed to tell us this. They also admitted that they had noticed this when placing the order but for some reason didn't question it.

The other problem is that there is a small amount of damage probably caused during the delivery. This would not normally be an issue as we have repairers that can touch this up and make good minor things.

So, my question I suppose is legally do I have to replace this with the product that was shown in the picture rather than the one from the description. It's not a cheap item so I will really lose out if I need to pay for a new one to be made and I will be left with this large bespoke item that I will not be able to resell easily.

Any suggestions? The other thing that might have a bearing is that they did not order on line, they came into our shop to place the order.

 

[dal]

Very, very bad service. Pretty poor that you're trying to avoid replacing it, would expect your shop windows to be put through if you carry on like that.
If you're trying to run a proper business (doesn't seem like it), then I would replace with the pictured item. If you just want a quick buck then you could try to avoid, but you'd be a laughing stock and no-one will want to deal with you.

 

[RBS]

Its your **** up, you have to replace it with the product that was shown in the picture. Dont treat your customers like donkeys. They spent their hard earned money with you, but you cheated them. Its up to you now to sort this out.

 

[woodss]

Dal is being harsh but to be fair if you yourself admit you've made a cockup, you owe it to your customer to rectify it, and learn for next time.

Put it this way - do you want them to tell all their associates how much of a game on they had with you to get something fixed, or would you rather they bigged you up for sorting things out when you realised there was an error?

It's your business at the end of the day, but short term profit for the sake of your reputation? Hmm!

 

[stickyadvertising]

if it was me i would replace or refund the product, and also consider offering him a disocunt on his next order. every customer is important and you need as many as you can coming back.

one bad mistake or move could send you business down.

do the right thing, will benifit you in the long run

 

[Chris Ashdown]

Negotiate with them, Tell them what happened, ask if you repair the damage they would accept the item at a significant discount to help you out, but if they are not jumping at that state you will of course replace with the correct item

Selling on the internet customers can complain but being distant have limited options to disrupt your business, your customer is local to your shop so able to really damage your company reputation

 

[stacks]

look we held our hands up with this one as I explained in my original post so you can stop with the personal attack about my business morals. What I cant understand is that the customer admitted they knew the picture didn't match the description in the first place so why not question it at the start?

I'm going to offer the fixing and a discount but yes at the end of the day if they don't want that I will sort it out. Very expensive mistake to make for us as a small business so it's a hard lesson learned.

 

[Christine Hough]

The customer picked the item from our website but the picture was wrong, it had the right description, dimensions, price and product code but had the picture of a cheaper item. It's so obvious when you read the description but they have been delivered the item and have now emailed to tell us this. They also admitted that they had noticed this when placing the order but for some reason didn't question it.

.

So am I right to understand the customer got a better product than advertised?

If so I would talk to them.. admit your mistake and point out that it was a better product than advertised.
Then offer to arrange a repair and discount to compensate them for their trouble.

They can say no and you will have to replace, but I would have thought that if it is what they want and they are getting a good deal you could come to an arrangement.

Then review the terms and conditions on your website. If the description is more indicative than the picture.. which it may be if you are mainly doing bespoke items... make it very clear. The customenr should have a very clear understanding of what they are purchasing so that they do not feel misled. And of course you also need a clear understanding.

If it is a large amount of money, it may well be worth ringing the cutomers as a matter of course before maufacturing.

 

[stacks]

The other thing that might win them over is they have got an item that would normally cost £450 more than they paid so I hope the repair option will work be a goer.

 

[skyhi2]

Are they rubbing salt in to your wounds by emailing you to tell you you made them a more expensive piece of furniture than they paid for :|

I would offer them a repair with some compensation but certainly no discount.

At the end of the day it`s your reputation at stake,so the decisions are yours to make alone.

Skyhi2.