Store policies when Highflow makes a mistake - a warning to other users

[Manuel Diego]

If items are sent wrong by our mistake, shipping costs for both back and forth are for us.
Customer doesn't have to pay for our mistake.

Allefuckingluya! That's what i wanted to hear, it took two days of yelling, some 20 emails, and several posts in your forums, but finally, there it is: you know as well as i do that your customer's service initial reply to me was that i had to pay half of it (i quoted it above, and you probably can see Michelle's mail too), and all my complaint was about that. So nice to hear you're changing of attitude. i guess this is as much as i can expect on the way of an apology from Highflow, but nevermind, i got my due, you lost a customer: all is good!

However, if customer ordered wrong himself, and want to change for different product or full refund, shipping costs for sending back to us is for the customer.

Of course, but that's not the point here.

But we do need to get back the items first, before refunds/shipments of correct items are made.
So that's why you need to go the post office and sent it back to us first.

Sure, not the most trusting policy, this shows that your customers are considered potential ennemies, but it's ok, it's your business model, you do as you see fit...

About refunds, we always advise our customer to take reward points first, as they can use it for their next order or want to order some different products. It's the most easy solution for most custumers and us.

I can imagine it to be the most convenient solution for you, that way you ensure you get that money anyway. But that's not legal if the client doesn't want it, and nobody ever gave me the option

But if you like a refund by bank transfer of PayPal, that's also possible, just note it in your guiding letter (and account info) which you ship together with your RMA.

I will want the refund done by international bank transfer, the commision for which i can imagine will cost you more than the shipment itself. Too bad you don't have the possibility to arrange the pickup, that would have saved you money... But it being so impossible...

And the reward points you get are the FULL value of the products/services, no tricky shizzle there, otherwise you wouldn't be the first complaining here

This too was NOT what i was told by your customer service, as i quoted above, but hey, it's never too late to try to seem nice

We really like to help our customers the best way possible, but we can't do much more than this...

And this is all you had to do, you just should have done it yesterday at once, not today after making me lose my time an energy for two days while trying to scam me.

OK, now this is written, i don't have to worry anymore. Please please please: double check what you will send me before shipping it, i would very much like not to have to waste any second more than needed with you guys if there's, again, a mistaken product.

Once more, you provved that homo homini lupus: shame on you!

 

[enthernal]

The law is: if you ship to any country, you abide by the law in the country where you do those shipments.

That's just plain wrong. As a strictly dutch company highflow only has to follow the dutch laws. If that wasn't the case there would be no trading as we know it today.

Putting that aside, yes they have to refund you your shipping costs. However, they only have to do this AFTER they recieved the goods and confirmed the goods were faulty. Also it's their full right to first offer you to refund you with the points first (where the value of the points is ofc equal to the refund, what would ever make you think otherwise? -_-). If you don't agree they are forced to and will return the full price of the shipping.

I really don't see how you can misunderstand this in any way. It's very clear and highflow wouldn't be where it is now if it didn't do things as they should be.

That being said, I think this whole mess might be the result of bad translation. Reading over the parts you qouted a bit below I happend to notice some incorrect grammar. for example:

RMA shipping costs are shared by us.
We pay the shipping costs for the shipment to the customer again.

This isn't correct english. you can't 'share by us'. you can 'share between us' in which it means both parties. Also note that the second line isn't very sound either. It should either be 'we pay the shipping costs for the shipment to the costumer' or 'we pay the shipping costs for shipping to the costumer again'. If however you try to reverse translate this into dutch you get something along the line of:

RMA kosten worden door ons gedeeld(als in gedekt).
wij betalen de verzendkosten terug aan de klant.

Which basicly means what freddy has been saying here that they'll completely refund you, but could make you think you have to pay for shipping things back!

As for the second quote, that is what they are likely to offer first. their good right, but nothing you have to agree with. What you read on the info page only counts for purchases ofcourse, the case in which you 'earn' points, not a refund in which you are 'given' points equal so the worth of the points equals what they had to refund. As said, there's no reason to agree to this. Most choose this out of easiness, but it's not required at all.

I hope this might shed a bit of a new light on this matter

 

[Freddy]

That's the point exactly I think.

We've always done it this way, the misunderstanding is indeed about the refund of the shipping cost.
The point misunderstood is that we have to have the products back first, before we refund anything.
We have to check if it's correctly returned and if yes, then the refund is made for the shipping costs if it's our mistake.

Second point is the reward points, I don't know where you got that calculation in your posts, but for example if you have spent 10 euro on shipping costs, you'll get 50 reward points.
So with your next order, you can apply 50 reward points, then you’ll get 10 euro discount on your order.
I guess that’s what you have understood wrong.

It's not really nice to say that we're trying to scam you, while we'll trying to help and answering your many e-mails.
Anyway, we will just keep on doing our job like always and satisfy as much customers as possible.
Hope you'll be one of them too and if not, hope you will find another store that will not "scam" you.