Why can’t I return defective items directly to the manufacturer?

 
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I know it seems like an elegant solution.

You buy a wig from a wig store, it stinks and you want a refund, but the store you bought it from won’t let you do it for whatever reason.  So . . . why not just send it back to the wig company directly? 

I’ll tell you why!  (Brace yourself, because things are about to get VERY real up in here!) 

It’s actually a super-simple answer:

You’re not their customer and you never actually bought anything from them, so why should they give you an exchange? 

Allow me to explain:

Wholesale suppliers (the wig companies) ONLY sell their products to retail stores and salons.

WIG STORES ARE THEIR CUSTOMERS . . . NOT YOU. 

You buy the wigs from us (wig stores).  Therefore, you are OUR customers and have to abide by the policies of our stores, which vary depending upon the store you bought it from. 

From a customer e-mail about Brand X: 

Hi Heather.  Just dealing with a QC prob on an (XXXX) wig (purchased from another online wig store that isn’t CysterWigs — let’s just say “Store Z”) and any suggestions you have for dealing with these, I’d greatly appreciate!

I’m attaching my correspondence with (Brand X) in case you wanted to see it.

From an e-mail from the PRESIDENT of Brand X regarding this issue: 

We have not had any problems reported with thin wefts on (XXXX wig) and we’ve sold close to 500 of them since she was introduced, but perhaps there is something wrong with the one you have.  If you think this is the case, please get in touch with (Store Z) to have them arrange an exchange.

This is a fairly typical response, and what you can expect to happen if you try to circumvent the policies of the store you bought your wig from by sending them directly back to the source. 

Remember what I said earlier: WIG STORES ARE THEIR CUSTOMERS . . . NOT YOU.

These guys have never touched a dime of your money.  All of the money that they’ve seen came from the retailer who sold you that wig . . . so all of this stuff is between that wig store and you.  Period. 

So in this case, it would be Store Z and their return policies that would have to cover this exchange.  This is because Brand X (or any brand we carry) doesn’t sell directly to the public.  As far as they’re concerned, this is legally between you and Store Z, because that IS technically the case in all retail transactions of this nature. 

So while on the surface the President’s response seems like a really mean move, he’s actually correct.  The manufacturers should be more flexible with big-picture customer satisfaction . . . but that is another rant for another day.

The manufacturers are not obligated in any way to deal with your concerns or complaints directly, because they do not do business directly with the public.

If you happen to receive a different outcome when try this, consider yourself very lucky indeed to have found a manufacturer that cared about your opinion and overall satisfaction, because they genuinely are not obligated to do so.

That is the retailer’s role in this process, not the manufacturer’s. 


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