Returns

I never make returns. It’s just not what I do. If a clothing item doesn’t fit right, washes poorly, rips early, I keep it anyway, or give it, or throw it, but I don’t return it. I don’t return bad produce or sour milk or discolored meat before it’s due date. So, when a customer ordered a specific shrub after much research and confidence on their part, I made the purchase and delivered the beautiful plants. Surprised by their shock at the size and, even worse, the projected mature size, their anxiety grew evident right in front of me, hoping I could make a return. Assuring me over and over that this was their error, they insisted that this variety had to be returned and hoped for an exchange for one that would perform as they wished. Despite disclaimers from the wholesaler that all returns faced a 20% restocking fee, my customer was prepared at any cost for an exchange. I loaded my trailer the next day, 28 shrubs packed in, covered in a protective blanket and drove to the wholesale yard. Approaching the office with my receipt in hand and tail between my legs, I was greeted by a friendly sales rep who took my paperwork, ordered a forklift and pallet with hands to help me unload, and returned my copy of the receipt with a wide yellow highlight “Return accepted, No restocking fee, J.T.” Within minutes the ordeal was over, painless. Not as I imagined it with a long wait only to face a disgruntled manager, but painless and pleasant. Not that I want to encourage returns from here on, because now I need to face the exchange. I realized long ago that the reason I don’t make returns is because there is no “perfect” product on the other side…there is always a risk in buying. But in this case, after deliberate communication between the customer and myself, I am working hard to make the exchange as painless for them as the wholesaler made it for me.