Need Advice

colenmike

Ok so on that awesome blog I said I'd do a giveaway of a 20 dollar gift certificate to my store good for any custom item.

The winner won and wanted a tutu and the particular tutu she wanted was 20 dollars.  So I charged her 5 dollars for shipping which is of course the box and First Class.  She wrote back that it wasn't stated anywhere that she'd have to pay shipping and if she would've known she wouldn't have entered.

And then proceeded to ask if it would be done by a certain date for pictures.

I mean maybe I'm off base but doesn't that seem a little rude?  There are things on my shop that are more than 20 dollars so if she wanted one of those items would she have wanted me to give the whole thing to her for free?  Especially if she would've done wall letters those things are heavier and I would've eaten that cost plus the additional shipping cost?

I understand if it stated I was giving away a free item but it was just a gift certificate and all my listings have the shipping listed.

But I could be biased since it's me haha so can you give me your advice on if you think she was right?

 

Thanks

cschissell

When I get a gift certificate to a place I assume that if I go over that total (even with shipping charges and tax) then I will have to pay for those.  I don't think you are off base, I think she is.  I don't think you are in the wrong at all.   

karebear304

I think you're correct, but in this situation I'd probably just suck it up and give her the free shipping and crank that tutu out so she'll give you good feedback. Your store is just starting and you don't want a nutter giving you a blemish!

kupdike

absolutley she is being rude.  she got a free tutu.  Tell her to pay the shipping or ship out....you will pull another winner that would appreciate it.

You're not off base here at all! 

colenmike

Ok thank you.  I mean I understand maybe she didn't expect that but that's not my fault that would be the blog write you know.  But like you said whatever is left over including taxes and shipping would be out of pocket.

I guess even though I'm not making money on this, this is the first item that's technically bought on my shop so I just feel down in the dumps about the transaction

kupdike

colenmike:

Ok thank you.  I mean I understand maybe she didn't expect that but that's not my fault that would be the blog write you know.  But like you said whatever is left over including taxes and shipping would be out of pocket.

I guess even though I'm not making money on this, this is the first item that's technically bought on my shop so I just feel down in the dumps about the transaction

 uggh.  I didn't realize this was your first sale from your shop....that is a bummer.  sorry she's being so ungrateful.    

colenmike

That's the kicker she went ahead and paid for the shipping and then sent me the email haha I'm sure I could figure out how to refund her the shipping but honestly she didn't care that much if she was willing to do that but then to send the email you know.

 

I felt it was a little unnecessary....and you better believe that tutu will be made and ready to ship by Monday haha

xDanniellex

I can kind of see where she is coming from.  I won a giveaway where I won a ring.  It wasn't till after wards that I found out I had to pay shipping.  What really bothered me was that she charged me $5 for a tiny ring, and when the box came shipping was no where near that much!  I wish it would have stated up front that shipping would be charged to the winner.  I didn't complain, and sucked it up and paid for it, because according to her site the ring was $30.

I think I might do what pp said and suck up the cost, just to ensure the positive feedback and potential future business.  

BMWwife

If you offer specifically said it was a $20 gift certificate then no shipping is not included unless her item was less then $20.

I think she is being incredibly rude!

BMWwife

xDanniellex:

I can kind of see where she is coming from.  I won a giveaway where I won a ring.  It wasn't till after wards that I found out I had to pay shipping.  What really bothered me was that she charged me $5 for a tiny ring, and when the box came shipping was no where near that much!  I wish it would have stated up front that shipping would be charged to the winner.  I didn't complain, and sucked it up and paid for it, because according to her site the ring was $30.

I think I might do what pp said and suck up the cost, just to ensure the positive feedback and potential future business.  

I think the difference between your situation and Cole's is that you said you won a give away ring. This person won a gift certificate and not necessarily the tutu. She choose the tutu where should could have choose a more expensive item and would have been expected to pay the balance. 

AKBrideinMD

Yeah, at first when I read it I missed the part about it being a gift certificate, so I kinda understood her point. But a $20 gift certificate is a gift certificate...If I go to Old Navy and spend $21.35 with a $20 GC, I'd expect to pay $1.35. She's being unreasonable and rude, but I'd probably just suck it up this time since you're just getting started and want good ratings.

MadameD517

Yes, I think she's being ridiculous.

But, since you're just starting a new business I would apologize for the confusion, restate the fact that it was a gift certificate and not a free item, and offer her a $5 credit towards her next purchase or a free hair bow or something, just to make yourself look generous. 

Temp67694062501186

BMWwife:

xDanniellex:

I can kind of see where she is coming from.  I won a giveaway where I won a ring.  It wasn't till after wards that I found out I had to pay shipping.  What really bothered me was that she charged me $5 for a tiny ring, and when the box came shipping was no where near that much!  I wish it would have stated up front that shipping would be charged to the winner.  I didn't complain, and sucked it up and paid for it, because according to her site the ring was $30.

I think I might do what pp said and suck up the cost, just to ensure the positive feedback and potential future business.  

I think the difference between your situation and Cole's is that you said you won a give away ring. This person won a gift certificate and not necessarily the tutu. She choose the tutu where should could have choose a more expensive item and would have been expected to pay the balance. 

 

Agreed!

 

But, like PP said as well.... I can see how refunding the shipping would be better PR so to say, but still... I DO think she is being unreasonable and I wouldn't refund it either.  I mean... DUH... offer was for a gift certificate, not a free item.  I would just pump that tutu out and get it to her ASAP.  Pack it all pretty, too. 

BMWwife

MadameD517:

But, since you're just starting a new business I would apologize for the confusion, restate the fact that it was a gift certificate and not a free item, and offer her a $5 credit towards her next purchase or a free hair bow or something, just to make yourself look generous. 

Ooooh I like that idea!!! 

Temp67694062501186

MadameD517:

Yes, I think she's being ridiculous.

But, since you're just starting a new business I would apologize for the confusion, restate the fact that it was a gift certificate and not a free item, and offer her a $5 credit towards her next purchase or a free hair bow or something, just to make yourself look generous. 

 

I like this advice as well.  Much better than refunding the shipping.

shmoozer

karebear304:

I think you're correct, but in this situation I'd probably just suck it up and give her the free shipping and crank that tutu out so she'll give you good feedback. Your store is just starting and you don't want a nutter giving you a blemish!

I agree with this.

MarylandWed

write back and say, "oh i am sorry if you were confused. the prize was for a $20 gift certificate so any total above that would be your responsibility. i do however have items in my shop that are less than $20 and therefore your $20 prize would cover the item plus shipping. let me know if you would like to select something else.". regarding the ship date if its reasonable i would just do it and be done with her but if you are going to be pressed for time simply say no and let her know when it will be ready. good luck

colenmike

I like the idea of giving her the 5 towards a future purchase!  That way I'm not eating the shipping now since I've already had to go out and buy some more materials for her specific liking (which is fine I'll figure out a way to use them haha) then I can get future business from her or not but at least I tried.

 

Thanks for your help

Jessica&Brett

colenmike:

I like the idea of giving her the 5 towards a future purchase!  That way I'm not eating the shipping now since I've already had to go out and buy some more materials for her specific liking (which is fine I'll figure out a way to use them haha) then I can get future business from her or not but at least I tried.

 

Thanks for your help