Let’s face it: there are many things that can go wrong when ordering restaurant supplies and equipment online. The product can seem to be what you’re looking for from the picture, but not be the correct size, color, or item at all. Have you ever had a situation where you ordered an item off the site, only to realize upon delivery it’s not the correct item? Ever had an order take too long to be delivered, so you found the items elsewhere only to need these items subsequently returned? Have you signed for items clear and away, unpackaged the product, and notice the items have been damaged while in transit? As a company that conducts its business primarily on the internet, we understand the circumstances that are possible when shopping for products in a virtual environment.
Incorrect items ordered
A vast amount of returns come back to our warehouses due to the delivered items not satisfying the customer’s expectations or needs. Whether it’s because the product was ordered based off of the picture on the site, insufficient product information, or a quality issue, the bottom line is: the received items are not correct and the customer would like to have them returned. A quick call to our customer service can alleviate the concern and frustration the customer may experience from such a situation. Though a restocking fee may be charged for the return of the items, a pre-paid label will be sent to the customer for use in having the items returned. As long as the customer has the original packaging, the effort of returning the items extends to attaching the label to the external packaging and dropping the items off at any convenient UPS location. However, for big equipment, a freight pick-up would be scheduled, which entails issuing a bill of lading.
The sooner items are returned, the better
Though each return is unique in that it is the result of varying circumstances, it is always best to have the items returned as soon as possible. This means contacting a customer service representative once you’ve realized the product doesn’t match your expectations. Authorization from the respective warehouse must be obtained to have the items returned. Once acquired, a return label can be issued to the customer, the items subsequently returned, and a refund can be applied to the customer’s account from which the purchase was made. A proactive and informed customer will contribute to making this process as stress-free as possible by acting sooner rather than later.
Sometimes the reason for the return is not lack of information or error relating to the picture on the website. There are instances where the items have taken too long to get to the customer. We understand this can be a tremendous inconvenience for the customer; however, a standard return may not be necessary, in this situation. If a customer refuses the items upon delivery, the items will be returned to the shipping warehouse. A refusal can save on time and costs, for both the customer and the warehouse; however, if customer service is not made aware of the refusal, it could take longer to have a refund issued. A prompt call to customer service will aid our representatives in tracking your return, and issuing the appropriate credit.
Items can also be damaged while in transit. However, the issues don’t arise during the damaging of the item, but the signing of approval by the customer upon delivery, only to realize the product is damaged. Relying on the condition of the external packaging alone is risky business. It is recommended to always examine the items delivered before signing for them. This means removing the supplies or equipment from the packaging and thoroughly inspecting the items for damage. If items are damaged, replacements can be shipped out or a credit can be issued.
As always, I encourage your input! If you have any feedback or have experienced any of the aforementioned situations, please provide your input. I enjoy the opportunity to speak with our customers. For order inquiries, please contact Instawares.com’s customer service at (800) 892-3622.