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Thread: Sorry, it doesn't work like that : WAYALIFE Store Return Policy

  1. #1
    Administrator wayoflife's Avatar
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    Sorry, it doesn't work like that : WAYALIFE Store Return Policy

    In lieu of a recent email exchange that I had in regards to our WAYALIFE store and our return policy, I thought it might be a good idea to share what had happened and with the hopes of alleviating future concerns and or confusion.

    A couple of weeks back, a guy named Lee Gemma placed an order for an ACM bracket but then decided that he wanted to return it. No big deal. I get the package and sent him a refund just like I said I would, minus the cost of shipping. Fast forward to today and Mr. Gemma is upset that I didn't refund him the cost of shipping. He said that he paid to have the ACM shipped back to me and that I should have to pay him for what he paid USPS to ship it out in the first place. I tried to explaining that's not how it works and we do clearly state as much in our Return Policy but he was still angry anyway.

    Below is copy of our conversation...

    From: Lee Gemma
    Sent: Thursday, November 7, 2019 3:01 PM
    Subject: Return Request

    Hello,

    I would like to request a return for order #5921, ACM : JL Wrangler / JT Gladiator Under Hood ARB Air Compressor Mount

    Thank you for your assistance.


    Lee Gemma
    On Fri, Nov 8, 2019 at 11:16 AM:
    Hi Lee,
    I am sorry to hear you’d like to return your ACM. Was there anything wrong with it? Please ship it back and once we receive it and have verified all the contents, a refund will be issued to you.

    Sincerely,
    Eddie
    From: Lee Gemma
    Sent: Sunday, November 17, 2019 10:16 AM
    Subject: Re: Return Request

    Hello,

    I paid for return shipping myself, and yet I only receive a partial refund of $48. The total purchase price was $65.72. Can you please explain why only a partial refund was issued?

    Thanks,
    Lee
    On Sun, Nov 17, 2019 at 1:24 PM Store:
    I really am sorry if there was some confusion regarding this but we do not make any money on shipping. As you can clearly see in our Return Policy, we do provide refunds for the product(s) in question minus shipping fees.

    https://www.wayalife.com/store/policy.php
    From: Lee Gemma
    Sent: Sunday, November 17, 2019 10:38 AM
    Subject: Re: Return Request

    How can you charge me for the shipping fee when I paid for the return shipping?
    From: Store
    Sent: Sunday, November 17, 2019 10:55 AM
    To: 'Lee Gemma'
    Subject: RE: Return Request

    So that we’re all on the same page here, you paid USPS, NOT me to have the product shipped to you just like you paid UPS to have it shipped back. I’m not sure how you can be asking me to just give you money for something that was never paid to me. This is why your invoice clearly states how much shipping was and separately from the cost of the product. I am sorry this is so difficult for you to understand but our return policy is clearly stated on our website.
    From: Lee Gemma
    Sent: Sunday, November 17, 2019 11:33 AM
    Subject: Re: Return Request

    Wow. The "confusion" is because most of your competitors provide free shipping and many offer free returns. Your return policy states that "a refund for the purchase price of your item(s) will be made minus any shipping fees." If you're going to expect customers to cover the cost of original shipping AND return shipping, that's fine and it does not seem unreasonable for a smaller online retailer, but why not just clearly state that on the website? It's simple: "Buyer is responsible for return shipping costs."

    Here is an example of good customer service: Extreme Terrain shipped the ARB compressor to me for free, but after receiving the pump and learning that I'd need to buy additional mounting hardware, hoses, etc, ie something that could not be easily gleaned from the item's online description, I returned it and THEY covered the shipping cost. This company understands that the customer is always right, and sometimes you have to eat the cost of shipping in order to ensure customer loyalty.

    I hope that $17.62 and sending a condescending email was worth losing a customer over.

    Cheers
    From: Store
    Sent: Sunday, November 17, 2019 11:45 AM
    To: 'Lee Gemma'
    Subject: RE: Return Request

    LOL!! “most of my competitors”? I appreciate the fact that you think I’m somehow as big as Extreme Terrain but the truth of the matter is, I AM A SMALLER ONLINE RETAILER. In fact, I make, package and sell everything you see in our shopping cart myself. I do this as a favor to people who’ve seen what I’ve made for myself and have asked to have them made for them. If there really is someone out there who makes things like my ACM, I would encourage you to buy from them.

    Cheers
    With all that said, I just wanted to clarify that Cindy and I are NOT some kind of big online retailer like Extreme Terrain. In fact, most of what we sell, I personally make, package and ship from my kitchen table. While I wish we were huge and making tons of money, nothing could be further from the truth. We sell what we do as a way to help others and to help cover some of our costs and that's about it. Needless to say, we cannot afford to offer things like free shipping and or free returns and hope that unlike Mr. Gemma, you can be understanding of this. Of course, if our return policy seems unreasonable to you, we would encourage you to buy from another vendor.

    Thank you,
    Eddie

  2. #2
    Fresh Catch ReneXXC's Avatar
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    If it is clearly stated in the return policy, there shouldn’t be an issue 🤷🏻*♂️


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  3. #3
    Administrator wayoflife's Avatar
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    Quote Originally Posted by ReneXXC View Post
    If it is clearly stated in the return policy, there shouldn’t be an issue 🤷🏻*♂️


    Sent from my iPhone using JL Wrangler Jeep Forum mobile app
    That's what I thought. Apparently, it was for this guy. Needless to say, this is why I'm making this post now - just to make extra sure it's clear to everyone.

  4. #4
    Been Around the Block Jeepers Creeper's Avatar
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    It's the "everyone should cater to my whimsy" crowd. That's funny. I love how he used Extreme Terrain as an example. That made this interaction a gold mine of amusement.

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  5. #5
    Meme King JTCO's Avatar
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    If the return policy is clear, then this guy can pound sand. And Extreme Terrain, lol. That explains everything I need to know about this clown.
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  6. #6
    Been Around the Block drhcobra's Avatar
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    Seems like a pattern of buying stuff without knowing all the details. Makes me smile every time I look up at my CB bar and see Made in the USA


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  7. #7
    Been Around the Block Dale72's Avatar
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    What is up with all these people that don't read everything then start bitching when it's pointed out to them

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  8. #8
    Hooked DavidDJL69's Avatar
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    Your policies are clearly spelled out and fair. You never state “free shipping” and the only people who can’t understand that are people who don’t take the time to read the stated policy or who simply can’t read at all. But this attitude of blaming others for one’s own mistakes is an epidemic in our culture today and it’s as discourses it is sickening.

    Personally, I’ve never been disappointed in anything I’ve purchased from Wayalife. The orders are complete, well- packaged, and arrive in a prompt fashion. Be glad you lost this dope as a customer. Lee Gemma can pound sand and take his business elsewhere. Maybe he should return to elementary school to learn some personal responsibility if they even try to teach that anymore!


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  9. #9
    Hooked DavidDJL69's Avatar
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    Sorry for the autocorrect stupidity. I meant “discouraging” as it is sickening.


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  10. #10
    Resident Smartass OverlanderJL's Avatar
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    You mean you don’t make millions off shipping costs?


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