Generous companies

Merlin5

Merlin5

Merlin5

Soldato
Joined
17 Aug 2009
Posts
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Location
Finchley, London
I don't know if this a new trend in business, but I've had a couple of interesting experiences recently with similar endings.

Ordered a couple of £120 doors online this month from Wayfair. One came slightly damaged, very minor grazing of the wood. Called the company who were very good about it and said they'd issue an immediate replacement. Meanwhile they said I can do what I wish with the damaged door, such as giving to charity if I want.They said the British Heart Foundation is a good one who can collect it.

A couple of days ago I fixed a problem with my laptop and realised I didn't need a new Dell PSU that I'd just bought for £66 inc shipping. I completed a return form on Dell's site which said they will arrange to collect it and refund me minus £10 for the shipping. I thought, fair enough. I just this minute got a phone call from a female at Dell saying she would action the refund, and that Dell won't be collecting the PSU and that I can do what I like with it, such as give it to charity if I want. So I get the full refund.

This is amazing generosity from both companies. What's going on?
 
I suspect with Dell it may cost them more to collect/check it over/restock and attempt to resell than its worth so they just write it off. Same with the door, what would wayfair do with a damaged door I guess that will no doubt cost a fair bit to collect.
Also no doubt something something tax write off.
 
Costs more to get it back and process than it's worth.

Or maybe they read your previous thread and like their jobs :D.
 
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I think in both cases it'll cost them more to actually collect the items.

The doors, if damaged, would only ever be resold on as used and would include a hefty discount. They could even go after the postal company for the costs, who knows?

The power supply would be deemed as used goods, one would think (even though you hadn't actually used it). There might be something there in terms/H+S passing on used components to another customer (and/or it costs too much in terms of time and processing to get it back off you).
 
This is what happens when you buy clothes from the online places like ASOS. They almost always refund even if it has been blantly worn or damaged by the buyer. Costs too much to check everything than just giving a straight refund straight away.
 
Since the financial crash there's a phenomenon in retail where companies seem to have to be either ultra-cheap Poundland/Primark type places or offer excellent customer service for a price premium e.g. John Lewis. Anything else seems to get squished (BHS).
 
LeeUK said:
This is what happens when you buy clothes from the online places like ASOS. They almost always refund even if it has been blantly worn or damaged by the buyer. Costs too much to check everything than just giving a straight refund straight away.
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I received a pair of jeans from them last week which didn't look new, clearly smelled like they had been washed and had a hole in the crotch! I couldn't believe it.
 
Nexus said:
I received a pair of jeans from them last week which didn't look new, clearly smelled like they had been washed and had a hole in the crotch! I couldn't believe it.
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I had a t-shirt from the too, had like 10x big chemical burned holes in the back, the whole material was hard and just cracked :eek:
 
Merlin5 said:
I just this minute got a phone call from a female at Dell saying she would action the refund
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A female?

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I have had window blinds replaced and allowed to keep the oh so slightly the wrong sized originals. I have had quite expensive solid pine living room furniture from Germany replaced because of slight damage and have been allowed to keep the originals.
 
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