Buyer Beware: Off-Subject.
Here in the off-subject category, sometimes I go way off-subject here. In this case, I’ll call this one, “Buyer Beware”.
Over a month ago, Kristin and I purchased a large print and a custom frame from Art.com. The order arrived a few weeks later and because it arrived at our PO Box, I had to take the frame out of the box to fit it into my car.
It was still wrapped in plastic and everything seemed OK at the time. I got home, unwrapped it, and noticed that the frame was coming apart on all four sides and the entire frame was warped.
I emailed Art.com and told them of the problem and they told me to ship the item back and they will ship out a replacement. I responded that I no longer had the box and they responded back and told me to take photos of the picture frame, email them, and they will send a new one out to me. I was then told to “dispose” of the one I currently have.
I thought that was interesting that I was told to dispose of an item that cost close to $400. How much money are they losing here I wondered?
Yesterday, the new picture arrived and I knew there was trouble as soon as I picked up the box that was left by the front door. I heard glass moving around!
I opened it up and not only was the glass broken, the frame was completely apart and also broken in several places. It looked like someone took the box and tossed it off of a 50-story building!
As you can imagine, I was not a happy camper. I called Art.com this time and told them about the condition of the item and they told me to take pictures of the item, email the photos, and I’ll be issued a full refund.
It just makes me think. They are out two custom frames, two pictures, shipping costs, time, etc. And it wouldn’t surprise me that I’m the only one that this has happened to. The profit margins must be so incredible that they don’t think twice about resending items, telling people to dispose of the old ones, and providing refunds.
Believe me, I’m happy that I’m being refunded my money, but seeing their business model when it comes to refunds makes me wonder how much money they are losing (or how much they are really making when they ship an item and the person who bought it keeps it)!
There’s a few things to think about here. First, if you own a business that has items you are shipping out to your customers, take a good look at your return/refund policy. You may be leaving a lot of money on the table and losing a lot customers who may have been repeat buyers.
Second, if the profit margins are that high on art prints with custom frames where you don’t have to worry about returns/refunds, and you are seeking a way to make money, you may want to consider going into this business!
Just my little rant for the day.
Rob
