I need some advice from other sellers.

[Designawreath]

Hi everyone, I am looking for advice. I sold a wreath back in July to a customer. It was a gift and the person receiving the gift picked out the wreath she wanted. I make pip berry wreaths and if they are used outside, they can be damaged by moisture. I do include that in my listing so that my customers are aware of that possibility.

A few days ago, I was contacted by the person who received the wreath, stating she had it outside and it was fine until the weather turned cold and it got wet. Some of the wreath has been damaged by the moisture.

So, my question is, what do I do? She would like a full refund for her friend or a new wreath. Since I do state in my listing that if it is not protected from the elements it can be damaged by moisture, am I liable because the customer put the wreath outside?

Any help would be greatly appreciated,

Lenore

[Former_Member]

That's a tricky situation. I'm looking at your listings, and you definitely do make it clear. At the same time, you *do* show the wreath on a door in natural lighting, so someone who wasn't reading closely really could assume that it could be used outside.

Also, it's been a long time that they've had it! If you're feeling generous, perhaps a percentage off?

Going forward, it might be helpful to make the disclaimer more prominent, and in your policies (if it's not already), and also have a time period limit for when they could contact you about damage.

[Former_Member]

I always send care instructions with some of my items, did you do that for the person who received the wreath? If so, then they would have known not to put it outside as well as the purchaser.
I wonder about contacting the original buyer explaining the situation and asking how they feel? I don't know, this is hard.
another thing I would consider is explaining to the person who received your wreath that it is clear in your listings they are not for outside but you will replace her wreath at a discounted price.

[RainnRoseArt]

I agree with Sarah that you should also include care instructions as well because while the person who bought the item may of seen the warning you put in the information she may of not of given that info to her friend who the wreath was for.

I would contact the customer and remind her that you openly stated that the wreaths are not meant to be outside and that you stated that clearly in the listing information - and say that you wont refund her money and give her a new wreath because if she had read the listing fully she would of known that and would of told her friend.

This isnt your fault and you shouldnt have to refund her money AND give her a new wreath because she couldnt follow instruction.

[Designawreath]

Thank you everyone for your help, I really appreciate it. I did not think of adding that information in my policies, I will do that. And I will try and make it more prominent in my listings. I wish we could make words "Bold" in our listings, that really would help.

The person who received the wreath, said she picked it out and her friend bought it for her. I did not think of contacting the person who actually bought the wreath, do you think that would be a good idea?

Lenore

[PiecesOfMePaperCraft]

Sarah from Birchmoonrocksfibers says
I always send care instructions with some of my items, did you do that for the person who received the wreath? If so, then they would have known not to put it outside as well as the purchaser.

I would consider is explaining to the person who received your wreath that it is clear in your listings they are not for outside but you will replace her wreath at a discounted price.
_____________________________________

Exactly what Sarah said. ^^^^^

[Designawreath]

I did not think of sending "Care Instructions", that is another good idea, I do include a card with all of my information, I can print "Care Instructions" on the back.

Many of my customers know the wreaths will not last outside, but they want to display them outside anyways.

You all have some great ideas that I did not think of....I can not thank all of you enough!

Lenore

[Former_Member]

In lieu of Bold type,
I often use ** marks like this **
or ~ PLEASE NOTE ~ :
because I don't know the fancy keyboard tricks I see some people using
(though maybe not in Listings)

Spacing and line breaks are o t h e r w a y s
to make something stand out more.

[Former_Member]

I would offer to send her a few replacement stems that she could tuck into the wreath to cover the damage. And FYI- I would also include on your listing and care card that storing the wreath in a basement could cause the berries to split open too! I love these types of wreaths, but I have to be carefu- in Michigan our basements tend to be damp and I've lost many of these wreaths due to basement conditions! :-(

Personally, I would be thrilled with a few replacment stems that I could tuck into the wreath. I've also taken some Martha Stewart metalic paint and brushed it over the berries very lightly- my Christmas tree is decorated with fall berries that I dry brushed with gold and some I added Martha Stewart gold glitter to over the paint. I would message her with this idea, she could even use a metalic red and add bright red glitter. It gives it a different look, but it does cover the ucky spots on the berries, too! She might like the look. You could pass her my shop name and I could convo her step by step instructions if she would like them. Personally, I would add red glitter and a few red gemstones to make the wreath really sparkle!

Definetly, though, I would have a seperate business card made that tied onto the wreath with care instructions and your info in small letters at the bottom.

[Designawreath]

Thank you Nicolette, those are GREAT ideas!! I like the idea to tie the card to the wreath, that way, they won't miss it in the package.

I have some great changes to make in the next few weeks before things get busy again!

Have a great weekend and enjoy the snow! I am in Wisconsin and we are getting 4-7 inches tonight and tomorrow!

Lenore