frugalmamatx Posted August 3, 2016 Posted August 3, 2016 I'm not sure if I'm over-reacting or not. Please WWYD? I ordered dd a crafting kit as a back to school surprise. The kit was $20, but I had a good deal on it through Swagbucks so it actually cost me about $14, and I got points back. We put it together on Monday after our first day of school. It was a little car made of wood, and appeared to be decent quality but not worth $20 for sure. It lasted about an hour before the axle snapped, with dd using it carefully to do the activities given with it. I emailed the company asking them to make it right. They got back to me today, and are sending another axle. I honestly am not sure that I am happy with that. DD wants nothing to do with the car now as she got very upset that it broke. So I'm not sure that when the replacement axle comes that she will even want to play with it, KWIM? WWYD? I am tempted to ask the company to send out another kit for a different activity. Or to give us a partial credit towards another kit. Quote
JustEm Posted August 4, 2016 Posted August 4, 2016 I would be fine with that customer service but wouldn't hesitate to ask for a full refund if it broke again. I feel like asking for a new kit or partial credit to a new kit doesn't fit the issie. You have a messes up car, either request a full refund or have them replace the broken piece. Getting a different product altogether isn't fitting 3 Quote
Erica in OR Posted August 4, 2016 Posted August 4, 2016 They're taking the next natural step to make the car's problem right. IMO, your DD's reaction and willingness to play with it after it works don't have any bearing on their choice of customer service action. I know what you mean though—I'd be miffed that I purchased something that wasn't as good a quality as I had hoped and didn't give a better "surprise experience" for my DD. Erica in OR 6 Quote
Valley Girl Posted August 4, 2016 Posted August 4, 2016 (edited) I would not make the second request. If I understand correctly, a piece from the initial kit broke soon after making the car. In your contact with the company, you told them what happened, and they're making good on it. They acted responsibly. It's sad your DD was disappointed, but the company remedied the specific issue. The fact that she may not want to play with the car now isn't really relevant. Just a thought, but maybe if you tell your DD how sorry the company was and how wonderful it was it tried to fix the problem for her, she'll feel better about the situation. Edited August 4, 2016 by Reluctant Homeschooler 1 Quote
Janeway Posted August 4, 2016 Posted August 4, 2016 I'm not sure if I'm over-reacting or not. Please WWYD? I ordered dd a crafting kit as a back to school surprise. The kit was $20, but I had a good deal on it through Swagbucks so it actually cost me about $14, and I got points back. We put it together on Monday after our first day of school. It was a little car made of wood, and appeared to be decent quality but not worth $20 for sure. It lasted about an hour before the axle snapped, with dd using it carefully to do the activities given with it. I emailed the company asking them to make it right. They got back to me today, and are sending another axle. I honestly am not sure that I am happy with that. DD wants nothing to do with the car now as she got very upset that it broke. So I'm not sure that when the replacement axle comes that she will even want to play with it, KWIM? WWYD? I am tempted to ask the company to send out another kit for a different activity. Or to give us a partial credit towards another kit. If it is a kit you put together, and it was only $14, I think their solution is reasonable. The point of a kit is putting it together. Returning a kit because you do not like the results is somewhat like returning a puzzle because you don't like it after you put it together. 5 Quote
hornblower Posted August 4, 2016 Posted August 4, 2016 I think you are expecting too much. The activity was done and the craft completed. They're going to replace a piece. If you're not happy with the value/quality of their kits, I think you could leave a review and/or stop purchasing from there; it's very much a personal judgement whether something is 'worth' it but I think that's up to the buyer to ascertain ahead of time. The whole returns/refunds thing is killing small businesses btw..... 7 Quote
JustEm Posted August 4, 2016 Posted August 4, 2016 I think you are expecting too much. The activity was done and the craft completed. They're going to replace a piece. If you're not happy with the value/quality of their kits, I think you could leave a review and/or stop purchasing from there; it's very much a personal judgement whether something is 'worth' it but I think that's up to the buyer to ascertain ahead of time. The whole returns/refunds thing is killing small businesses btw..... But if there were activities that went with the kit, which is what OP said, then the purpose of the kit was not solely to out the car together. So, she did not get to use the product entirely since it broke. Replacing the broken piece is what the company should do but if it breaks again a refund is in order. Small businesses that produce things that don't work or easily break should not be in business if they can't handle refunds or replacements. Quote
Plink Posted August 4, 2016 Posted August 4, 2016 I think sending a replacement for the broken part is the perfect response. They recognized the problem and found a solution at their own expense. Personally, I would feel petty asking for a replacement toy simply because my child lost interest in something after having already built it. 2 Quote
SparklyUnicorn Posted August 4, 2016 Posted August 4, 2016 I'd be fine with that, but I'd unlikely order anything else from them. Quote
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