Bob Williams

Fathead return policy review and experience

December 12th, 2010 | Leave a comment | Tags: , ,

I bit on the Fathead Black Friday deal this year to order a team logo for my game room. The package arrived via UPS ground shipping a few days later. Unfortunately, the box was damaged during shipping and the damage causing damage to the logo as well. The logo was creased in multiple locations on the adhesive background but I thought it might smooth once I applied it to the wall.

This was one area on the shipping box that had been damaged

Before I removed the logo from the adhesive I photographed the creases so that I could prove the item had been damaged during shipping and not …Continue reading >>

Bob Williams

Customer focused eCommerce: Return Policy

December 5th, 2008 | One comment | Tags: , , ,

I recently made a return to Costco for a misbehaving GPS unit.  My experience was made easy in large part because of Costco’s friendly return policy.  The store clerk didn’t give me a hard time or ask me any detailed questions.  I didn’t even need to fill out a form.

But the real find in the transaction was a feature of the Costco web site.  It was worthy of putting into the Customer focused eCommerce best practices archive on the Merchant Stand blog.

Provide return/warranty information on the customer receipt and status lookup pages

I had purchased the GPS three months ago on the Costco web site.  I knew I …Continue reading >>