[Jewelry making - Article 00079] - Re: [Orchid] Refund of custom made jewelry

[Daniel Spirer]

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    We only offer credit for future work in situations like this, but we
    do guarantee that we will remake something until the customer is
    happy with it.  I don't believe there is an "industry standard" on
    this as everyone tends to follow their own rules.  If there is no
    other way to satisfy the customer you have to consider whether he is
    going to create a lot of problems for you in the future (will he tell
    ten other people that you were horrible?) and then make a decision
    about how to handle it.  In the future you should have your policies
    clearly spelled out in writing for all of your customers.  We have
    cards that explain, in detail, exactly what our custom work policy
    is; we have multiple receipts that state our no money back policy,
    and we have customers sign off on everything.    

Daniel R. Spirer, G.G.
Spirer Somes Jewelers
1794 Massachusetts Ave. 
Cambridge, MA 02140
617-491-6000
www.spirersomes.com
spirersomes AT earthlink.net


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