Message from the Editor

By Felecia Przybyla, Reverse Logistics Association

PART 2 OF MY RETURNS EXPERIENCES:

We are an outdoors family, and we love to go on trail walks, hikes, camping trips and family vacations. While strolling through Costco one day, we found this small day pack that came with a water bladder.We thought it would be a useful bag for our day trips. So we grabbed it. We were planning a trip to Disneyland a few weeks later, and decided it would be a great bag for the busy amusement park, with little kids in tow, especially with the water feature.

We spent a few days at the park and found the bag QUITE useful. The size was just right for walking all day, on rides, and the water bladder was great for waiting in line in the sun. Unfortunately on our third day, as we were heading out the door, the strap to the backpack just fell off. I had the bag on my back, and the strap literally just fell out of it’s seam. It was quite odd since it wasn’t pulled or tugged in any way, it just let out. Fortunately we had another bag to use, so we moved our possessions over and headed out.

When we got back home, we headed to Costco, who had no problem taking the product back. A bag shouldn’t only last 3 days of use, so it must have just been faulty manufacturing. Unfortunately they didn’t have any other bags in stock, so we just made the return.

A few weeks later, we found the same bag at a liquidator store nearby. We were quite excited, because we loved the bag. Knowing this store doesn’t take returns, we took the risk, and bought the bag. We took the new bag on a different family trip shortly after, and on our first day, while walking out the door, the strap fell out of the seam again! We were in shock! Couldn’t believe the same thing happened, but must have been faulty manufacturing in more than just one bag. However, this time we couldn’t just return it back to the store.

My husband contacted the manufacturer directly. They were quick to respond, asked for picture proof of the damaged strap, and then confirmed they would replace the bag. Then came their procedure. We had to cut their logo out of the front pocket of the bag basically destroy it, and then send them pictures to show the bag was unusable. So they didn’t want the product back, but not sure what they expected us to do with the bag. Donating it wouldn’t be appropriate since it was cut up, but I hate to add to the landfills.

So yet another example of GREAT customer service - but is it exactly a Best Practice for Reverse Logistics?

Felecia Przybyla

RL Magazine Editor

Editor@rla.org

Felecia is RLA's Director of Media.  She has been with the company since 2010 and has held a variety of roles within RLA.  She started out working with speakers the first few years and is currently managing all Media needs including Editor of the RL Magazine, the RLA Smarter World e-News, monthly Events emails, social media and now directs the annual RLA Conf & Expo in Las Vegas.