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Discussion Starter #1
<p>I purchased a book from a non-mainstream book store, and when I received it, it was damaged--6 pages were left blank. The book store's initial response was that there was nothing they could do, as it wasn't their fault.</p>
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<p>I emailed the book store again, asking whether they could scan the missing pages. I also asked about possible refund procedures.</p>
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<p>They sent me the 4 pages scanned, and also offered a full refund. The book in question was $8.</p>
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<p>Since they did scan the pages, I don't feel the full refund is warranted. But what about a small discount off the next purchase?</p>
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<p>I wouldn't be thinking about a discount (like $4-5) if their initial response wasn't on the rude side. It is a children's book, so 6 pages of poetry and illustrations are missing and now will have to be printed in black and white, and glued into the book. Acceptable, but the book was meant as a gift, and now it is not exactly suitable for a gift, though still usable. I'm also their regular and committed customer...this is why I was taken aback by their initial response...</p>
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<p>Since they're offering a full refund, why can't they just replace the product instead? </p>
 

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Discussion Starter #3
<p>I assume that with the shipping costs, it is cheaper to offer the refund. I think it will be $4-5 one way to ship the book.</p>
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<p>I think I should just accept the scanned pages and forget a partial refund. I was just hoping for better customer service from them, considering we buy so much there.</p>
 

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<br><br><div class="quote-container"><span>Quote:</span>
<div class="quote-block">Originally Posted by <strong>midnightwriter</strong> <a href="/community/forum/thread/1279767/refund-question#post_16050270"><img alt="View Post" class="inlineimg" src="/community/img/forum/go_quote.gif" style="border:0px solid;"></a><br><br><p>I assume that with the shipping costs, it is cheaper to offer the refund. I think it will be $4-5 one way to ship the book.</p>
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<p>I think I should just accept the scanned pages and forget a partial refund. I was just hoping for better customer service from them, considering we buy so much there.</p>
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<p><br>
It would be wise of them to eat the shipping costs in hopes of keeping you as a customer and getting more of your money in the future. You could at least ask -- just say, "Thanks for your offer, but the book is for a gift and won't be in gift-giving condition with scanned pages. Will you be able to replace the product instead?" and see what they say. They can always say no, but at least this way you're giving them the opportunity to keep you as a customer, and you're giving yourself the opportunity to get an adequate product in the condition in which you paid for it. </p>
 

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Discussion Starter #5
<p>I did ask for the scanned pages, because I was too chicken to ask for the replacement after their initial response. Which was, pretty much, "not our fault, we can't personally check every book, bye-bye".</p>
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<p>At this point I'd prefer a refund, full or partial, because my order consisted of a dozen of books, and technically I can give another book as a gift, even if it wasn't my original intention.</p>
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<p>My gripe with them is that their customer service was not up to par, in my opinion. And this is why I'm being petty and thinking I should get at least $5 off my next order <span><img alt="redface.gif" src="http://files.mothering.com/images/smilies/redface.gif" style="width:16px;height:16px;"></span> But with them scanning the pages for me, and offering the full refund, I'm not sure I'm being fair to accept it. I wouldn't hesitate if it was amazon, but it is a small business.</p>
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<p>Ah, I'm just conflicted today <span><img alt="nut.gif" src="http://files.mothering.com/images/smilies/nut.gif" style="width:15px;height:15px;"></span> <span><img alt="ROTFLMAO.gif" src="http://files.mothering.com/images/smilies/ROTFLMAO.gif" style="width:39px;height:15px;"></span><br><br>
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<div class="quote-container"><span>Quote:</span>
<div class="quote-block">Originally Posted by <strong>limabean</strong> <a href="/community/forum/thread/1279767/refund-question#post_16050333"><img alt="View Post" class="inlineimg" src="/community/img/forum/go_quote.gif" style="border-bottom:0px solid;border-left:0px solid;border-top:0px solid;border-right:0px solid;"></a><br><br><br><br><div class="quote-container"><span>Quote:</span>
<div class="quote-block">Originally Posted by <strong>midnightwriter</strong> <a href="/community/forum/thread/1279767/refund-question#post_16050270"><img alt="View Post" class="inlineimg" src="/community/img/forum/go_quote.gif" style="border-bottom:0px solid;border-left:0px solid;border-top:0px solid;border-right:0px solid;"></a><br><br><p>I assume that with the shipping costs, it is cheaper to offer the refund. I think it will be $4-5 one way to ship the book.</p>
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<p>I think I should just accept the scanned pages and forget a partial refund. I was just hoping for better customer service from them, considering we buy so much there.</p>
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<p><br>
It would be wise of them to eat the shipping costs in hopes of keeping you as a customer and getting more of your money in the future. You could at least ask -- just say, "Thanks for your offer, but the book is for a gift and won't be in gift-giving condition with scanned pages. Will you be able to replace the product instead?" and see what they say. They can always say no, but at least this way you're giving them the opportunity to keep you as a customer, and you're giving yourself the opportunity to get an adequate product in the condition in which you paid for it. </p>
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<p>I would send them an e-mail saying that while you're pleased they sent the scanned pages and offered a refund, you are extremely disappointed in their initial customer service response. (See if you can find an executive in the company to cc on this e-mail.) Explain that you buy a lot of books from them (if you have $ figures, all the better) and that what you'd really like is to have the book replaced, since you now realize that the black and white pictures they scanned don't really do the book justice. Offer to send the book back to them so they can get a refund from the publisher. Then tell them that if they cannot resolve the matter to your satisfaction, you will unfortunately have to take your business elsewhere and stop recommending them to your friends. [that line alone should make them quake in their boots!]</p>
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