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Thursday, June 16, 2011

a BIG oops

Usually things run pretty smoothly around here. We're busy, I rarely take a break for more than a few hours. Work happens everyday and the biggest problem we have is selling more and keeping stocked and remembering to get to bed by midnight. (1:20AM).

Today was a slow day for me. I sent out some packages from yesterday. No sales today at all, but suddenly around 5PM I got emails and phone calls from customers.

I had screwed up. I put the labels on the wrong packages. So Ohio's purchase went to Virginia...Virginia went to Ohio.

The worst part was knowing I had screwed up. The best part is they were exceptionally gracious about it. To solve the problem they will be relabeling the boxes and shipping to each other. I will pay the shipping. As a gesture of goodwill I also refunded their original shipping charges. They'll probably also get a nice fat coupon soon for a percentage off.

How would you have handled it?


  1. Awww these things happen. I've had people mix up my receipts before, I opened the package with the proper contents and then (luckily) checked the receipt and said "whoa! I didn't order $140 worth of Authentic Gold Leaf!" The company was really cool about it.

  2. Put it in your pocket of experiences, I bet you won't do it again now, lol. Really not that big of a deal IMO, now a kiln full of wedding stuff destroyed, that is a OMG moment. You handled it really gracefully, It would be neat to see other's stuff up-close anyway, I think. Might make more purchases in the long run.

  3. you have made happy customers and they know you are human- well done!
    PS- I write the name on the box as I pack otherwise i know i would do this!

  4. The sad part of this story is I DID write the names on the boxes. I don't know what came over me. I must have been really tired. I did pack them at 1AM so the USPS could pick them up in the morning. There were a lot of packages that night.