Recently a customer purchased a custom order from me. I made the bracelet and shipped. She was thrilled and loved it. She asked for one modification on the clasp. I was willing to do the change free of charge and asked her to mail me the bracelet so I could modify it.
Customer mailed the package and notified me that she forgot to include her return address, did not use tracking and only used 3 stamps.
The package never made it back to me. I contacted the customer, just to confirm she mailed. She did and then blamed me for the lost package. She has sent me numerous nasty messages about the lost bracelet and how she does not have funds to purchase another.
Long story short: I want happy customers, I offered to make a replacement bracelet and send it to her, free of charge.
My question:
She said yes, however asked for a bracelet of a different length (2 inches smaller than original). What would you do?
My gut tells me she never mailed the bracelet back to begin with and wants a second, based on some strange comments in the messages. My gut tells me to stick to my guns and only replace EXACTLY what she originally purchased. FYI, this purchased happened over 90 days ago. Seller contacted me about modification about 2 months after purchase.
