Is this a reasonable expectation from a vendor?

[Dac311]

I ordered 2 nova aspires the other day, received them today. One worked flawlessly, the other no vapor production. I troubleshot it, then compared the 2. I came to realize that the one that wasn't working had no air holes at the base near the threading. I emailed the vendor and created a ticket. I was asked to send it back to them at my cost. I told them that wasn't up to my expectation. I requested they send another (priority mail, as this is what I paid for initially) with a postage paid package to return this one them. Is this an unreasonable request? I already don't have a working item, had to fiddle with it for an hour until it figured out the problem, now I am expected to pay to send back the faulty product at my cost, before I can have an item that works?


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[CommaHolly]

I can see them not sending another until they receive yours,,,

but you shouldn't have to pay for it.

 

[degnr8]

I'm with Comma on this one. They need to make sure they're getting the original back so they can get their refund, but they should pay for the return shipping

 

[broseph]

I assume that the vendor has a return policy, and the shipping costs are detailed in it. I think it's an unreasonable request unless their policy states otherwise. After all, it's not the vendor's fault that the manufacturer gave them a defective item to sell. And I would also assume that the manufacturer also charges the vendor shipping.

 

[Dac311]

This isn't a return. A return is when you return for credit. If I receive a defective product, I don't expect to pay for shipping back to get a working one. I really don't care if they have to pay to send it back, that's all in their agreement with their supplier. If they want to pay for me to return the product, I will so I'm not out the money I spent already. But I won't order from them again.


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[Topwater Elvis]

You pay to ship non working item back to them, they pay to ship replacement item to you.
Seems fair to me.

 

[Dac311]

Why is that resonable? I didn't provide anyone with a nonworking product? Why is it acceptable to expect someone to pay to send back a defective item. My wife's kitchenaid mixer went out during the warranty. Kitchenaid sent her a new $300 mixer with the box to send it back. That's a $300 mixer. But, I guess I'll just get 100 different view points. I just won't do business with them after this, if the result is that I have to pay to return it.


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[NicoHolic]

When you ordered, you may have checked a box agreeing to their terms and conditions. Or they may've specified that by placing the order you agree to the terms and conditions. If the terms and conditions specify you are to return defective merchandise, especially if it states at your expense, then you bear the cost of returning it. Unless it specifies they will provide you with return shipping, they aren't obligated to do so.

 

[crxess]

Did you bother to read the Venders terms before ordering? Have you now gone back and read them?
With most vender purchases there is a check box< I have read and agree with Terms> when completing the transaction.

As you are squabbling over a buck or two, I really don't see the point.

This is exactly why I buy direct/wholesale when ever possible. Even with the occasional loss I win over all.

 

[sky4it]

they gotta have a return policy, but it IS a reasonable expectation, some coils come bad, one of my vaperman suppliers they dont replace em if they bad or give a credit either, but there prices are good so i dont care. its not the vapermans fault i figure that they make a few bad ones. Its like buying eggs sometimes you get a cracked one, so it goes.

you gots to take the good and bad from the vaperman, he has to stay in business too i surpose

 

[pcrdude]

I received the wrong item from a vendor. They sent a replacement and told me to keep the wrong item. I told them I would gladly return it if they sent a paid shipper. They did, and I did.

IMHO, that is how it should be done.

YMMV

 

[Iffy]

The least I would expect would be a mailed prepaid return mailer from the vendor. Or, as in a couple of my transactions, the vendor sends your replacement. In my cases, the vendors didn't want the defective items back.

As far as vendors buying from manufacturers and receiving defects, that's twix those two, not the customer!

If I ever have your issue, I'd give the vendor 10 days to resolve my issue. If unresolved, game on with spreading the truth wherever it would count (aka hurt 'em)!

 

[InTheShade]

I think most have already agreed that it's reasonable to expect them to pay the shipping for the return of the defective item - regardless of their shipping / return policy.

However, you probably agreed that you would return the item at your own cost when you bought the items due to a policy in their TOS.

I would pay the shipping, send it back, then never use them again. Make sure you tell your friends and fellow vapors so they know too. That's all you can do. For a company to try to nickel and dime a customer in this way is not usually a sustainable business model.

 

[devauto]

As already pointed out, most vendors have a stated policy for situations like this. In my experience, most of these stipulate that any return shipping costs are incurred by the customer. The better shops will send out a prepaid return envelope or sticker, but not all of them will. I actually ended up paying $14 to return a defective mod recently. That was the quickest way to turn $80 into $66 that I have ever seen.

 

[niczgreat]

I ran an Internet Business and learned the hard way people are not good

I'm playing the Devils Advocate so this is not personal.

How does the vendor know that you really received a bad part. Maybe you are just trying to scam him. Maybe if he just sends you a replacement without getting it back, you'll tell all your friends, hey want free refills just buy 5 from him and then tell him that one is bad and no problem, he'll send a replacement.

Back to my opinion:
The Consumers Weapon is that you just don't buy from him again. How much did you pay for the cartridge? $2.00 or $3.00 well it's ridiculous to get all worked up over something that is so small. It is standard online that unless the vendor states that they will call tag merchandise. Return is up to you. Call Tags are expensive, if that's not his policy then he hasn't factored this extra cost into his pricing.

"Spread the word". Be sure when you spread the word you mention that the vendor never made any representation that they call tag products. And you are demanding something that is optional.

 

[SteelerFan]

Customer satisfaction is how you make money, bottom line... Business 101, a satisfied customer is happy to spend his/her money on what you are selling, an unsatisfied customer will look else where..Why take a chance? You brokered a faulty unit/item, you may not have not made said item/unit but the manufacturer of said item/unit makes money off of you, as a business thats sole purpose is to make money it's more wise to keep as many customers as happy as you can (including manufacturers)...Pay for the return, inform the manufacturer that they are pawning off faulty units/items to you thus costing you money( get a credit from the manufacturer). Return an item as faulty not working within a reasonable amount of time to any major retail vendor and you'll get credit, exchange, or refund guaranteed..

Vendors reading the forum take note, happy customers are HAPPY to spend money, UNHAPPY customers will definitely look else where( I know i have)...change your return policies and lets take vaping out of the stone age ie "DOA only" type returns, it either works or it dont, you tell me you are the best place to shop, prove it then


I'm on my iPhone

 

[Dac311]

I it was about 10 bucks. If they said we will cover the shipping back, then we will send the new one. I'd be okay with that. But MOST companies will do as I've said as it saves them money in the long run. I've run businesses and I've always been taught by people who've been successful is this: 99% of customers aren't trying to scam you. It's worth it in the long run to trust a customer and take care of the problem, than it is to risk making sure 1 person doesn't scam you. I've had several transaction with vendor. But, as I've said I was just asking opinions. If I have to pay for returning items that are defective I won't do business with them again.

 

[spaceballsrules]

I am the type to let the whole situation play out to its end before getting irate. Chances are that if you had just sent back the defective item, they would have sent back a good replacement, and probably included a couple of free heads to make up for the shipping costs you had to pay. That has always been my experience with ecig vendors. They will make it right one way or another.

 

[Dac311]

I haven't named anyone. If you're going to make it up to me, then tell me that. Say hey send it back, and I'll through in a couple of heads.

 

[Sweetab]

Did you bother to read the Venders terms before ordering? Have you now gone back and read them?
With most vender purchases there is a check box< I have read and agree with Terms> when completing the transaction.

As you are squabbling over a buck or two, I really don't see the point.

This is exactly why I buy direct/wholesale when ever possible. Even with the occasional loss I win over all.

When you say wholesale or direct, do you order from alibaba? If so, do you buy in bulk?

P.s. Cute golden!