[Jewelry making - Article 00459] - [Orchid] Faulty clasp, Upset Customer

[Doug Dreyfus]

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Advice sought on how to respond to the following:

    A quasi-good customer bought a link bracelet in December; yesterday
    she returned to the store, calm but clearly not happy, stating that
    the bracelet she bought simply "fell off her wrist". 

    Customer says she was out w/ friends one night, looked down, and
    realized that the bracelet was gone. She says she has no idea where
    it fell off, looked around in the car, restaurant, house, driveway,
    etc., but could not find it. 

    She said that she understands that this is a touchy situation for
    both of us and that there might not be an obviously fair way to
    handle the situation. She says, however, that she was concerned about
    the clasp when she bought the bracelet but was reassured by the
    salesperson that the clasp was secure; She thinks the clasp was not
    as strong as it should have been & stated that it should have had two
    safety clasps on it (one on each side), not just one. 

    I've had this situation occur before, but with an inexpensive silver
    charm bracelet w/ toggle clasp. Have any of you had to deal w/ a
    similar situation? How do you suggest I handle this? 

Doug
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