I Can't Use Your Product, But I'm Not Gonna Return It - Here's Why

Commercial Real Estate Agent with Next Wave RE Investments LLC Bullhead City AZ Commercial RE Broker AZ BR 528507000

I ordered a unique and gorgeous item of clothing recently. So excited. Couldn't wait for it to arrive. It is an item that requires adjustment to the individual. And I tried to make it work.

I just couldn't make it fit me exactly right.

So I contacted the company and asked them what to do. 


The OWNER of the company responded. 


She said "I'm gonna send one of my best people to video-fit you. If we cannot, we will gladly accept return and issue a full refund.


But I want to see if I can make you happy first."

She set me up with a video fitting with a lovely lady who immediately noticed I had the wrong style. "We're sending you another at our cost." (These are $125 items.)

"If it does not work, we will return with full refund. And no, you don't need to send the other one back."

I emailed the owner to compliment the assistant who helped me. She responded: "I am so grateful to know you, and for your business." 


The replacement item arrived 2 days later. Still doesn't fit. 

This specialty item doesn't work for everyone, and it does not work for me. I'm just not 'shaped right' for it. 

But I am not going to return it. These girls worked their asses off to please me, and with such genuine care and positivity. I refuse to cost them another dime in product, postage or time.


I know exactly who will LOVE BOTH these items and they will work for their bodies. And I will gift them.


I'm telling you this story because I feel that even when you can't fully help someone, you can 'care for them' so well that they will still appreciate and recommend you. 


Nothing will go to waste. The care. The gratitude. And $250 worth of really amazing items for which I paid $125 that WILL make 2 ladies I know look drop dead fabulous. On my dime, with my pleasure.


If you care enough, if you put that much heart into it . . . you will succeed.

And it will be paid forward. 


be good to me



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Anthony Kirlew
Group 46:10 Network @ eXp Realty - Gilbert, AZ
Helping You Make Fiscally Sound Choices

Thanks for sharing, Candice,

I agree; I want people to value me for my time and effort even if the outcome is not "perfect".  When we value others in the same way, I do believe we get that thanks to the law of reciprocity. 

I also feel the same way about honoring small local vendors versus a massive chain store (regarding returns) because the small local vendor has much more to lose.

Mar 03, 2020 05:42 AM #18
Pam Jank
Coldwell Banker Schneidmiller Realty - Coeur d'Alene, ID
Your Coeur d'Alene & North Idaho Real Estate Pro

I agree.  I know I am taking a risk when ordering clothing on-line. Your seller was polite & accomodating even though it wasn't completly their fault. There are times I have miss-read the information or instructions for an item. I believe that makes it MY fault not the sellers.  I have never tried to make the seller accountable for my mistake. So many people do.

Mar 03, 2020 06:09 PM #19
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Greast story - even though the product did not work for you. The company and their treatment was HONORABLE and SHARE-WORTHY. I believe you did the right thing sharing this and your paying it forward can only be good all around! Thanks for sharing!

Mar 03, 2020 06:16 PM #20
Marney Kirk
Cummings & Co. Realtors - Towson, MD
Towson, Maryland Real Estate

Candice, thank you so much for sharing this wonderful story. I'd love to know the company so I could potentially give a great company with wonderful customer service more business! 

Mar 03, 2020 06:20 PM #21
Marc St Martin
United Real Estate Infinity - Cape Coral, FL
Your friend in the business!

It is in giving that we receive.  Thanks for your beautiful post.

2 Corinthians 9:6-8

Each of you should give what you have decided in your heart to give, not reluctantly or under compulsion, for God loves a cheerful giver. And God is able to bless you abundantly, so that in all things at all times, having all that you need, you will abound in every good work.

Mar 03, 2020 06:20 PM #22
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

I love feel good stories - and both you and that company make me feel good.


Mar 03, 2020 07:48 PM #23
Larry @ HomesListed
Re/Max Realty Services - Toronto, ON
Our Services Will MOVE You!

That company must be amazing to work for.  I think the next hero in this store is you.  You recognized exceptional service and reminding us all to think BIG in the services we provide our clients.   

Mar 03, 2020 08:19 PM #24
Susan McCall, Helping with smiles and care!
Compass Realty Solutions - Portland, OR
Listing and Buyer's Agent

Really loved the story.  Just wonderinng, would it have been appropriate to include the name of this venue?  Don't have any experience with referrals like this on Active Rain......

Mar 03, 2020 08:24 PM #25
Tammy Lankford,
Lane Realty Eatonton, GA Lake Sinclair, Milledgeville, 706-485-9668 - Eatonton, GA
Broker GA Lake Sinclair/Eatonton/Milledgeville

That’s really an amazing attitude on both sides. They offered satisfaction and you rewarded them for it.

Mar 03, 2020 10:21 PM #26
Kathy Booth, Setting the Stage
Setting the Stage - Newmarket, ON
Home Staging and ReDesign Professional

I have personally gone through this myself.  The customer service that I received was so extraordinary that I kept the product even though it wasn't quite right for me.   They went over and above to make me happy.  It was so refreshing.  Thank you for sharing your experience. 

Mar 04, 2020 06:03 AM #27
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

Love this story and the customer service.  Of course, wondering what the company name is??

Mar 04, 2020 12:22 PM #28
Tina D Saporito, Your Dedicated Palm Desert, CA Realtor Since 2005
Ronald Christopher & Associates. Proudly serving Palm Desert, La Quinta, Indio, Rancho Mirage, & Palm Springs. - Palm Desert, CA
Call (760)799-8460. www.JustListedinPalmDesert.com

Candice, that is a great story! I'm so glad you shared it. It sure seems hard to find that kind of customer service these days. 

Mar 04, 2020 02:13 PM #29
Georgie Hunter R(S) 58089
Hawai'i Life Real Estate Brokers - Haiku, HI
Maui Real Estate sales and lifestyle info

Those are some powerful words to build a strong relationship.  Nice post!

Mar 04, 2020 08:30 PM #30
Kristin Hamilton CA Realtor
Sun Lakes Realty - Banning, CA
(909) 557-6966- Specialize 55+ Communties Banning

Great story and very nice of you.

Mar 07, 2020 02:43 PM #31
Mimi Foster
Falcon Property Solutions - Colorado Springs, CO
Voted Colorado Springs Best Realtor

How much do I love this article? Over the moon! You are so absolutely right - it's not the cost. In this case it was the experience and the humanity behind it. I knew I liked you. 

Mar 07, 2020 08:04 PM #32
Patricia Feager, MBA, CRS, GRI,MRP
Selling Homes Changing Lives

"Oh you better be good to me." Candice A. Donofrio you know a thing or two about excellent customer service and you're a fair and generous woman. I absoloutely loved this story.  You're a woman with a heart and soul and you treat others like you would like to be treated. I am so fortunate to read about you and your life stories. 

Mar 08, 2020 08:21 PM #33
Jane Chaulklin-Schott
TEAMCONNECT REALTY - (407) 394-9766 - Orlando, FL
TeamConnect Luxury Homes - Orlando, Florida, 32836

Hi Candice A. Donofrio, I really found your post and story interesting and I so understood your experience as it mirrored an experience I had two years ago.  I had ordered 3 expensive, blow up single beds for expected company.  One worked just the way it was advertised and two were flops -- air immediately escaped and 2 beds lay flat on the ground. 

I received immediate care to my call...did not have to return the two mattresses and top management sent two replacements which worked perfectly.  Also they followed up by 3 calls in the following weeks to see if I was happy with the beds.  I had reviewed previous buyer's remarks about the beds before I purchased and in numerous feedback there were raving and great remarks about the customer service department and the managers, themselves.  It is unusual to see such fantastic service and care, huh?!? 

Mar 09, 2020 10:42 AM #34
Jeremy Joslin
Coldwell Banker Residential Brokerage - South Windsor, CT
Professional Real Estate Marketing and Sales

Great post Candice.  So true!

Mar 10, 2020 07:37 AM #35
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Love this post!  That analogy is perfect for real estate.  We can't always be the right person for every client that comes our way. But we can be the best realtor we can possibly be and provide that example that, as you so perfectly explain, we can be referred to someone else.  

Mar 13, 2020 09:49 AM #36
Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Hello Candice, This makes me know just how special I figure you always were.  What a great story girl.


Mar 16, 2020 09:26 AM #37
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