Need help wording something delicate

[babybiz]

I had a customer say they had a product which had a fault occur after a few months usage. This partiuclar item was coming to the end of it's useful life and as it had been so long I was hesitant to promise a full refund initially before I had accessed things.

I paid for the return of the item and had it collected on a day suitable for customer. I received item and it's not been sent back complete, I agreed to a full refund subject to return of these toys because even though it's well used I feel the fault "may" be to do with poor workmanship (BIG top brand made it too I'm going to give them an earbashing as it's unsafe). However they now expect ME to pay for collection of the toys they failed to send. Quite frankly I've gone way beyond what the law requires and have been as helpful as I can dispite them being very short and often rude with me.

I want to say no this is your cost because you never included them but want to maintain the polite tone because I've worked really hard to do this professionally.

Can any of you literate people help because right now I'm inclined to use a lot of four letter words - this goes BEYOND cheek.

[smirnoff]

how about this:

As you are aware I have gone out of my way to help bring this matter to a satisfactory conclusion for all parties involved. I arranged collection of the goods as a good will gesture on the understanding that all of the parts would be included. As you have been unable to include all of the pieces in the original collection it is now down to you to send them back to me.
I am sorry that you have been disappointed in this product and I hope that this will not prevent you from returning to storkgifts in the future.

Yours sincerely
*****

[Bay-Bee]

I agree with the above but also add something about your not able to issue the full refund until all the pieces are returned.

[Millymoosmum]

The above sounds great! Man - it's awful having to deal with rude people - especially when you feel you have done all you can in thier favour to resolve the issue. (((((HUG)))))

I hope that you manage to get it sorted out soon.

[knotjustjigs]

Suzi thats such a lovely way of putting it, so professional and restrained!
i would just be inclined to use the four letter option tash!lol you have been more than fair.

Kettyx

[whirl]

how about......

Dear Customer,

In response to your recent email I would like to request that you send the remaining parts of the product in order to process a full refund.

As a company we endevour to satsify customers needs in both our sales and aftercare service. Having made it clear that we would be happy to reimburse you for you product and collect the product at no cost to yourself it is with regret that I inform that the cost of further postage would fall under your responsibility.

I will await your response and expected due date of the missing parts, If you no longer have the missing pieces then please inform Storkgifts and we can discuss a credit note.

I would like to take this opportunity to thank you for your custom and I hope that we can resolve this situation promptly.

[babybiz]

That's brilliant, so much better than I would have put it but then I've become a little err let's say emotional on this one lol. People seem to think that you have to be uber agressive these days to get any kind of decent responce from a company.

I had another who's intial email regarding a problem was soooooo rude and agressive, telling me what I should and shouldn't do. By the time the issue was fully resolved they were thanking me and saying how they wished other companies had such great customer service.

People have become so cynical they won't even give you the beneift of the doubt now it's so sad.

Thanks for both of those, I will tailor them both just a smidge and send to the customer and keep my fingers crossed I can put this one to bed asap.

Been a couple of bad weeks for returns, complaints etc and although every one has ended up with really happy customers which is brilliant (a dissatisfied customer who says they would recommend you is a great feeling) it's taken it out of me :(.

Thanks for your help girls, knew I could count on you.

Tashxx

[Appalachia]

Both post are good, but it might be best to take the "personal" factor out of the equation. Instead of where it says "I" did this and "I" did that, insert your company name. This way it is no longer a personal letter, it is more professional.

example from jazz's post:
Dear Customer, (could say consumer also)

In response to your recent email [company name here] request that you send the remaining parts of the product in order to process a full refund.
-------------------------------
This would be my suggestion.

[Appalachia]

... Also, if you have a return policy, you might refer to the url link or if the letter is going out via snail mail, attach a copy of that policy to the letter. This way you can still show that you've gone above and beyond the terms of your refund policy to accomodate your customer.