#custserv 05 :: Returning Merchandise Bought Online Customer Service Dialogue

JeffreyJKingman 2nite Customer Serv Chat: Returning Merchandise Bought Online, w/@MarshaCollier #custserv at 9pm EST

MichelFalcon RT @JeffreyJKingman: 2nite Customer Serv Chat: Returning Merchandise Bought Online, w/@MarshaCollier #custserv at 9pm EST

karla_porter If U R into customer service then you might like to join the 9pm EST chat #custserv <– always a good time.

Shennee_Rutt RT @karla_porter: If U R into customer service then you might like to join the 9pm EST chat #custserv <– always a good time. Yes.

JeffreyJKingman Starting: “Returning Merchandise Bought OnLine – the good, the bad, the ugly” w/@MarshaCollier on #custserv – come join in!

Le_Brenda RT @karla_porter If U R into customer service you might like to join the 9pm EST chat #custserv <- a good time.–>do we get 2 name names?

JeffreyJKingman Customer Service Dialogue is co-hosted by @MarshaCollier and myself to chat about “everything” customer service

JeffreyJKingman Welcome to tonight’s Customer Service Dialogue on #custserv. Tonight’s topic is Returning Merchandise Purchase Online

MarshaCollier To introduce myself, I’m the author of e-commerce and eBay Dummies books, radio personality http://www.marshacollier.com

JeffreyJKingman You can follow along tonight by using http://bit.ly/jxgKO. Enter custserv in the field at the top. We’re a fast-moving dialogue

JeffreyJKingman Please visit the Customer Service Dialogue at http://bit.ly/5YmVm1 for transcripts and other good stuff

JeffreyJKingman U can follow along tonight by using http://bit.ly/jxgKO. Enter custserv in the field at the top. We’re a fast-moving dialogue

karla_porter Oh yes you do! RT @Le_Brenda: 9pm EST chat #custserv <- a good time.–> do we get 2 name names?

JeffreyJKingman Now Starting: “Returning Merchandise Bought OnLine – the good, the bad, the ugly” w/@MarshaCollier on #custserv – come join in!

JeffreyJKingman I’m CEO of Chalkboarder – international relationship engineering B2B and B2C, strategic brand/concept development, socmed

MarshaCollier Tonight’s chat will take a different format than our previous chats. We’ve all bought stuff online.

JeffreyJKingman @MarshaCollier is a best selling author of e-commerce and eBay Dummies books, radio personality http://www.marshacollier.com

JeffreyJKingman Tonight’s #custserv topic is Returning Merchandise Purchased Online. Everyone is welcome to chip in.

JeffreyJKingman What we’d like to do is ask for stories of trying to return stuff you bought online: the good and bad experiences.

MarshaCollier What we’d like to do is ask for stories of trying to return stuff you bought online: the good and bad experiences.

JeffreyJKingman We’d also like to ask for creative thinking on how companies can improve this part of customer service.

MarshaCollier So, to begin: have you ever had to return an item you bought online?

MarshaCollier Was the process frustrating or easy? Please share your stories…

JeffreyJKingman As the chat moves along, we’ll try as a group to identify places a company succeeded and where they can do better.

RenaissGourmet RT @JeffreyJKingman: Customer Service Dialogue is co-hosted by @MarshaCollier +myself to chat about “everything” customer service

MarshaCollier I’ve returned a lot of goods that I bought online. Some companies make it easier than others

laineyd7 @MarshaCollier Zappos.com is awesome for returns every time.

shashib RT @MarshaCollier: Was the process frustrating or easy? Please share your stories…

MarshaCollier @RenaissGourmet have you ever returned an item you bought online?

MarshaCollier @laineyd7 I agree, @Zappos is head and shoulders above the rest. They don’t make you feel like a criminal for returning goods

JeffreyJKingman As a chef, I bought some food stuff from a manufacturer. Some of the contents were split and unusuable. #frustration

ebayinkblog My wife and I opened a present for our children we got on eBay on Christmas eve and it was cracked. Seller replaced within a week.

JeffreyJKingman Getting the manufacturer on the phone was the first hard part – no phone number

MarshaCollier I’ve returned items to Victoria’s Secret as well, they include a return label with every order

MarshaCollier @ebayinkblog Did you leave appropriate feedback for the #eBay seller? That’s great service!

MarshaCollier @JeffreyJKingman Buying from a manufacturer can be problematic. They don’t always have the CS infrastructure set up

JeffreyJKingman @RenaissGourmet Welcome to #custserv, Angela!

JeffreyJKingman @ebayinkblog Welcome to #custserv!

MarshaCollier On the other hand, returning items to Amazon is not a pleasant proposition

MarshaCollier Have you ever called Amazon to make a return?

JeffreyJKingman @MarshaCollier Yes and this was a small mfg. It seems a simple concept to put your phone on website and shipping invoice

Shennee_Rutt @MarshaCollier I have to say QVC is amazing with Customer service. They either replace it, return it, or refund.

RenaissGourmet I would have but didn’t bec of potnl hassle RT @MarshaCollier: So, to begin: have U ever had to return an item you bought online?

ebayinkblog We did indeed @MarshaCollier! It was my wife’s account too so it wasn’t like the seller knew it was 4 the eBay blogger or anything

MarshaCollier @ebayinkblog I’ve found that when buying on eBay, I feel more comfortable because of the PayPal buyer program

JeffreyJKingman @MarshaCollier Once I found their phone – they wanted proof. Had to take digital pic and email it.

MarshaCollier @RenaissGourmet As online retail grows, we can’t be worried about potential hassles. this may be the way we all shop in future

rjamestaylor @MarshaCollier a friend posted a guest article about his headaches with @xtreme_geek here: http://bit.ly/7ZfzWB

Shennee_Rutt @MarshaCollier Why what is wrong with Amazon? I thought they were supposed to be exceptional?

MarshaCollier @Shennee_Rutt What is the procedure from QVC? Did you buy online? or off a TV show?

ebayinkblog re: @Zappos. Traditionally only 2 people will pick up a piece of trash off the floor of a business – the janitor and the owner

MarshaCollier @Shennee_Rutt “Supposed to be” is the key. I find it varies on the phone rep you get on the phone. I got an inquisition

ebayinkblog From what I can tell @zappos that philosophy applies to EVERY SINGLE employee #custserv Incredibly impressive

MarshaCollier RT rjamestaylor a friend posted a guest article about his headaches with @xtreme_geek here: http://bit.ly/7ZfzWB <thanks>

JeffreyJKingman @rjamestaylor Have you had to return anything bought online?

JeffreyJKingman @RenaissGourmet What was the item you would have returned if no hassle?

RenaissGourmet I realize that and am finding my way with it. I now do 80 percent of my shopping online! @MarshaCollier

magisterrex @MarshaCollier My wife returned a not-to-spec custom-made shirt to an etsy seller. They replaced it quickly with the right one.

MarshaCollier @ebayinkblog Company culture goes a long way in how customer service is handled Check out #FedEx

ScentedGarden only once, in 10yrs, did I not accept a return & that was because she didn’t buy it from my store, we never carried the item.

MarshaCollier @magisterrex Good to hear about etsy. How had you paid for the item?

JeffreyJKingman The topic for tonight’s dialogue on #custserv is “Returning Merchandise Bought Online – the good, bad and ugly” do come join us!

MarshaCollier @ScentedGarden That is perfectly proper. How did you handle the situation with the customer?

MarshaCollier I am really at the mercy of my customers. They ARE my business. I always take returns on new merchandise

rjamestaylor @JeffreyJKingman @marshacollier I had to return a mis-delivered item from @BestBuy. Was not a pleasant experience: had to escalate

magisterrex @MarshaCollier Visa. The process was hassle-free. #custserv PayPal’s buyer program doesn’t entice me to shop on eBay.

JeffreyJKingman RT @VickieMacFadden some companies purposefully don’t put phone on website. Read abt tshirt biz does everything by email

ebayinkblog Did everyone see the NRF Customer Service rankings for 2009? #custserv http://bit.ly/6H9IzN I blogged here: http://bit.ly/5u5rwV

kathykeefe RT @MarshaCollier: I am really at the mercy of my customers. They ARE my business. I always take returns on new merchandise

MarshaCollier RT @JeffreyJKingman Topic for dialogue on #custserv is “Returning Merchandise Bought Online – good and bad” do join us!

MarshaCollier @rjamestaylor Please tell us how @BestBuy mangled your transaction

JeffreyJKingman @VickieMacFadden Yes, but if customers can’t get thru via email and they don’t have phone?? #custserv #basicbizsense

MarshaCollier @magisterrex I’ve found that #PayPal refunds are pretty simple as long as you’re buying something that falls w/n parameters

MarshaCollier RT @ScentedGarden I suggested she see if another store was where she bought it & offered 15% discount future purchases in my store

magisterrex @MarshaCollier Perhaps. I’ve been disappointed by the items on eBay, but not to the point of returning them.

rjamestaylor @MarshaCollier ordered a FlipMinoHD April ’09. Received a flash thumb drive. Called to return – got a full mailbox by outsourced

magisterrex @MarshaCollier I think I’ve been fortunate to deal mostly with sellers who don’t need a PayPal policy to provide good service.

JeffreyJKingman RT @SeattleMaven Kitchen remodel fiasco: bought faucet online. showed in-stock, yet was out. When I cancelled, it suddenly appeare

JeffreyJKingman @SeattleMaven Did you have to call them to cancel?

ScentedGarden @MarshaCollier ty, I forgot to add

MarshaCollier @magisterrex Visit my eBay store anytime 😉

JeffreyJKingman RT @SeattleMaven: Has already re-ordered from biz that actually had in stock. 1st seller claimed was ‘on the way’ – never showed

MarshaCollier RT SuzeMuse it’s been my experience that returning anything to an online retailer is a pain in the you-know-what

JeffreyJKingman RT @SeattleMaven: @JeffreyJKingman They revised to refund … ended up with FL state BBB who finally got action. #LessonLearned

rjamestaylor @MarshaCollier didn’t want to, but had to contact a @BestBuy Twitter-er to fix. Ordered “overnight” – replacement sent “ground”

MarshaCollier @PhillipHoffman Join us in the #custserv chat

MarshaCollier @rjamestaylor Argh! How frustrating

JeffreyJKingman @rjamestaylor Was that @BestBuy Twitterer off-shore?

MarshaCollier I realized 4 days b/f Christmas, that I didn’t get my complete order of gifts from @ThinkGeek. They sent missing items overnight

JeffreyJKingman RT @SeattleMaven Cxl’d both online & phone, their claim: message cldn’t get 2 warehse ’til nxt day Wrhse sent – didn’t ever come

MarshaCollier @rjamestaylor Were the phone agents in the US? or outsourced?

rjamestaylor @MarshaCollier and that was AFTER an in-store #custserv fail blogged about here: http://www.rjamestaylor.com/best-buy-fail/

MarshaCollier @SeattleMaven Please be sure to use #custserv after your posts or we can’t see them in the stream

JeffreyJKingman @SeattleMaven did you get your money back? #custserv Were you dealing with agent in FL? How responsive was BBB?

JeffreyJKingman RT @VickieMacFadden I agree! I’ll never purchase from an online biz with no phone listed. It’s one of the 1st things I look for!

JeffreyJKingman Please be sure to use #custserv after your posts or we can’t see them in the stream cc:@VickieMacFadden 🙂

MarshaCollier Ever since my 1st book on shopping online years ago, I say never shop form a website with no porper contact info and address

JeffreyJKingman Are there preferences for being able to contact #custserv by email or phone to return merchandise bought online?

RenaissGourmet A pair of boots. Believe had to go into outlet to do. RT @JeffreyJKingman: What was the item you would have returned if no hassle?

JeffreyJKingman RT @rjamestaylor: @JeffreyJKingman no – Twitter-er worked in main HQ in US. Good guy. #custserv Sounds like @SearsHTS – did he move co’s?

MarshaCollier I’ve been banging this message for over 11 years (Shopping Online Safely) and yet people still give cc info too easily

MarshaCollier @RenaissGourmet How did they tell you that you needed to go to outlet? and you bought them online?

SeattleMaven @JeffreyJKingman No tracking # …wanted to charge ‘restock fee’, but couldn’t show proof it had ever been in stock then shipped!

JeffreyJKingman @RenaissGourmet Was the in-store process easy or difficult?

MarshaCollier @SeattleMaven did you ever get the problem solved to your satisfaction?

magisterrex @MarshaCollier If a website wants to use a credit card processor, they need to put the address + return & privacy policies.

EbayClasses I always give L.L. Bean as an excellent example of Great Customer Service to my Ebay students.

VickieMacFadden @JeffreyJKingman I’m too long winded to get #custserv in after posts! 🙂 Just kidding!! I have an online B2B biz, #custserv critical! –

MarshaCollier RT @ginakay particularly when the “product” is cloaked etc. or ends up being something other than originally promised.

MarshaCollier RT @SBCFulfillment I think a phone number is mandatory as well.

JeffreyJKingman @RenaissGourmet As an online retailer – how do you instill confidence for customers to buy your products?

JeffreyJKingman @VickieMacFadden :)))

MarshaCollier RT @rjamestaylor phone service was in Indo-China area. Twitter-er was in mid-west (good guy).

MarshaCollier RT @ginakay Also those freakin’ landing pages that make you give YOUR contact info? No way.

mvermut @MarshaCollier as well as reviews for shopping experience

MarshaCollier Please hasmark your replies so we can all see them – go to http://tweetchat.com/room/custserv to follow & they inserted auto

JeffreyJKingman @EbayClasses LLBean operates 24/7/365 in Maine. You can go in store at 3am anyday. I think their #custserv dept is there too

SkagitIMS I have to give a shout-out to the #custserv people trying to wade through all the “We love America” Brown Brigade tweeting up

MarshaCollier @VickieMacFadden What kind of business do you run online?

SeattleMaven @MarshaCollier Finally – got my CC refunded. I owe it to the FL BBB. Designer Plumbing Outlet never would have backed down to me

MarshaCollier Good point! RT @mvermut: @MarshaCollier as well as reviews for shopping experience

RenaissGourmet @MarshaCollier: great cust service story about @ThinkGeek Wish all online shop issues were thateasily handled!

MarshaCollier @SkagitIMS Thank you

VickieMacFadden @JeffreyJKingman companies shd understand if u come away with bad feelings in transaction, you won’t likely be back!

MarshaCollier @SeattleMaven Interesting story, thanks for sharing. Any good stories?

RenaissGourmet In note w order RT @MarshaCollier: @RenaissGourmet How did they tell you that you needed 2 go2 outlet? and you bought them online?

MarshaCollier When I called @ThinkGeek I was in a panic It was @ChrisBrogan’s Bacon lip balm gift! B/c they sent overnight, it got there in time

MarshaCollier @RenaissGourmet Very warm and assuring, who was the retailer?

JeffreyJKingman I didn’t buy @Sees candy online, used storefront, but call center was spectacular in making sure gift got there quik

MarshaCollier @VickieMacFadden Word moves very quickly on the interwebs!

RenaissGourmet I didn’t return! I bought online 2 avoid going in so lived w it. RT @JeffreyJKingman: Was the in-store process easy or difficult?

JeffreyJKingman @VickieMacFadden so true. these stories remind me of restaurateurs that consider every bad table suspect of cheating

JeffreyJKingman @RenaissGourmet I bet they never made another sale with you 😉

MarshaCollier Anyone else care to name names of companies they’ve had issues with?

RenaissGourmet Clear instructions+contact info RT @JeffreyJKingman: As an online retailer – how do U instill confidence for customers 2buy?

jeffrago @MarshaCollier Dell

JeffreyJKingman Or name names of companies that did good #custserv in returning online purchases 😉 ala LLBean

mastoyshop RT @MarshaCollier: I realized 4 dys b4 Christmas, I ddn’t get complete order frm @ThinkGeek. They sent missing items overnight

JeffreyJKingman @RenaissGourmet do you just use email as a contact method?

RenaissGourmet marks.com If there was alt option did not see it RT @MarshaCollier: @RenaissGourmet Very warm and assuring, who was the retailer?

darlakrusee @MarshaCollier Comcast (BIG time)

MarshaCollier Return instructions should be clearly outlined on the site – also the customer’s responsibility to READ them before buying

MarshaCollier @jeffrago What about Dell? Do you have a story for us? (Would love to hear)

MarshaCollier RT @JessicaGottliebdirectv (good outcome), Virgin Altlantic (maybe notsomuch again), AT&T (good), Motrin (abysmal)

RenaissGourmet Not online! RT @JeffreyJKingman: @RenaissGourmet I bet they never made another sale with you 😉

mommysbazaar @MarshaCollier you mean you want people to actually read everything, I think people tend to scan things rather than read

MarshaCollier RT @darlakrusee Comcast (BIG time) #custserv

VickieMacFadden @MarshaCollier I’m an MD,Marketing Doctor! Promotional Products.Our factories all over US ship 2 clients all over US! 10yr anniv!

MarshaCollier RT @terrysimpson as a businessman many don’t ask me for returns– here’s your appendix back

MarshaCollier @VickieMacFadden Do you also sell to online retailers?

hianthony RT @MarshaCollier Return instructions should be clearly outlined on the site – also customer’s responsibility to READ them

MarshaCollier Exactly, the customer must take responsibility for their end of transaction by READING terms cc @mommysbazaar

heartoflincoln @MarshaCollier I’ve always had issues with AT&T

RenaissGourmet Childrens Place. Outlets in Canada no ship 2 CDN. They lost a 300 dollr order! RT @MarshaCollier: companies had issues with?

MarshaCollier RT @JessicaGottlieb directv (good outcome), Virgin Altlantic (maybe notsomuch again), AT&T (good), Motrin (abysmal)

MarshaCollier @JessicaGottlieb Who really did it right? and how? we’d love to hear

MarshaCollier @heartoflincoln Was this via phone or an online purchase?

JeffreyJKingman @RenaissGourmet how can a canadian company not sell to canadians? (wiggles head)

MarshaCollier By the way, visit the Customer Service Dialogue at https://custservdialogue.wordpress.com for transcripts and other good stuff

MarshaCollier RT @heartoflincoln I have AT&T DSL, they’ve double billed me more than once. It’s always a pain to use their automated phone tree

Shennee_Rutt @MarshaCollier Great conversation tonight!#custserv Thank you!

MarshaCollier RT @VickieMacFadden when a company messes up, do u think simply accepting return is enough? should there be something extra?

JeffreyJKingman I’ll put tonight’s transcript up in a couple days at htt://custservdialogue.wordpress.com

MarshaCollier @VickieMacFadden I don’t think it is enough. They should include a discount on a future order or free shipping.. or something!

darlakrusee @MarshaCollier Had great return experience with Overstock.com – and it was a bulky, expensive item.

MarshaCollier RT @JessicaGottlieb Directv & ATT both turned me in2 their evangelis, all they did was answer phone the US & provide great service

jeffrago @MarshaCollier Sent computer to be fixed from NY, they returned fixed computer to CA (old address). Never saw original again.

MarshaCollier @JessicaGottlieb We’d all like to know exactly who you spoke to at AT&T, the #custserv transcripts are full of unhappy customers

VickieMacFadden @JeffreyJKingman Read Ken Peters blog abt Barnes&Noble issues. No wonder their sales were down 4th qtr! http://bit.ly/5l7WZ7

jeffrago @MarshaCollier I did eventually receive a refurbished computer but it took weeks once they discovered their mistake.

DavidKirlew @MarshaCollier For me Apple and Brighthouse has been great providing

MarshaCollier RT @JessicaGottlieb http://bit.ly/53DsqG basically what Directv did Didn’t cost them any $ I pay a fortune to watch TV & I’m happy

MarshaCollier @jeffrago Want to name names?

mommysbazaar @MarshaCollier I think it depends on the reason needed for the return, if my mistake no, if company mistake % off is good idea

MarshaCollier @DavidKirlew Would love to hear your examples

MarshaCollier RT @JessicaGottlieb and I love the Uverse but still cannot recommend it because without a huge voice your service might suck.

VickieMacFadden @MarshaCollier yes we do sell to Online retailers who put promo products with orders so their website stays in front of customers!

MarshaCollier RT @SITSGirls Chase cust. service= #fail. We call weekly to get double posted charges reversed. Now looking for a new bank.

DavidKirlew @MarshaCollier Do you specific examples why

MarshaCollier RT @Marketplicity I have always been pleasantly suprised when I go to a RadioShack Employees are extremely helpful, knowledgeable

JeffreyJKingman @jeffrago did they give steep discount?

MarshaCollier @jeffrago Please join us next week with any customer service stories. We do this every Tuesday!

VickieMacFadden @MarshaCollier we’re on the same wave length! But many companies seem intent on doing least acceptable instead of going for WOW

ScentedGarden @SITSGirls I second that…chase is the worst to deal with. #custserv @MarshaCollier

DavidKirlew @MarshaCollier With Brighthouse I get to a technician quickly hardly on hold.

MarshaCollier RT @heartoflincoln Another thing is customer service hours have to be reasonable. I should b able 2 call when home. ATT closes @ 6

JeffreyJKingman RadioShack (aka The Shack) has a long history of talent

RenaissGourmet Primary contact to initiate dialogue best way 2 reach, then phone RT @JeffreyJKingman: do you just use email as a contact method?

MarshaCollier @VickieMacFadden You’ll be interested in the book I’m writing on Customer Service. Wow isn’t enough anymore

MarshaCollier @DavidKirlew What does Brighthouse sell?

JeffreyJKingman What about 1/4 of population that can’t make phone call during normal biz hours?

MarshaCollier Most companies today do fall to the lowest denominator @VickieMacFadden

DavidKirlew @MarshaCollier Brighthouse is an Internet, Digital Cable TV, and phone provider

JeffreyJKingman WOW!!! What a great #custserv chat tonight! Thank you everyone for sharing your stories and thoughts!

DavidKirlew @MarshaCollier Wachovia has been quick to fix any issues with my banks accounts I may have

mommysbazaar @JeffreyJKingman very seldom can I make a call during regular biz hours, easier 4 me later in the evening, 9-5 can be frustrating

JeffreyJKingman RT @MarshaCollier: Most companies today do fall to the lowest denominator @VickieMacFadden

darlakrusee Bluehost web hosting seems to have much better #custserv than GoDaddy. Patient w/ newbies, nice, knowledgeable folks.

VickieMacFadden @MarshaCollier Our definition of WOW: Waaaaay Over What is Expected!

mommysbazaar one night I was on hold with gateway for over 1 hr and then it rang that the office was now closed, never called them again

jeffrago @MarshaCollier I will see if I can find my letter by then.

MarshaCollier Please everyone join us next Tuesday, same time same Twit-hashmark #custserv

JeffreyJKingman @mommysbazaar yes I’m thinking also of lower econ status that have to work 2 jobs and don’t get home til 11pm or later.

MarshaCollier @VickieMacFadden Yes, that’s the definition. We should talk one day

MarshaCollier @mommysbazaar major #fail

JeffreyJKingman Same “Bat” channel! 😉 you can find past transcripts at https://custservdialogue.wordpress.com. I’ll get 2nites up in a couple days

MarshaCollier @JeffreyJKingman you should sell online – it’s a great way to add to your income

jeffrago @JeffreyJKingman No discount. No apology. Just a lot of run around. Whoever occupied my former residence got a computer though

MarshaCollier Good night all – THANK YOU for a lively discussion

mommysbazaar @JeffreyJKingman and working parents, I know as soon as I pick up the phone the kids need something, no time to sit on hold

JeffreyJKingman Thank you everyone for jumping in tonight!

JeffreyJKingman @jeffrago did you call BBB?

JeffreyJKingman @MarshaCollier we use social media almost exclusively to build our client base, at least to identify possibilities

jeffrago @JeffreyJKingman It was so long ago I don’t really remember. I did vow never to buy Dell again.

VickieMacFadden @MarshaCollier let me know abt your book! I’m an avid reader! wd love to talk. DM me and we’ll set up a time. I’m East Coast. You?

RenaissGourmet Thanks for the chat! RT @JeffreyJKingman: @MarshaCollier: @VickieMacFadden

LindaSherman RT @MarshaCollier: visit the Customer Service Dialogue at https://custservdialogue.wordpress.com for transcripts, other good stuff

kristinathorpe @tedcoine Did you know @MarshaCollier has a #custserv chat every Tuesday?

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