Why purchasing something out of your country can be an issue

We had a friend that was coming to visit us from outside of Canada, so I thought it was a good time to take advantage of maybe purchasing some yarn and getting them to pick it up for me and deliver it. I knew that I was going to be incurring the exchange rate, but I figured given it was going to be delivered at now delivery cost I was willing to deal with that.

Here are the steps that I took:

1. Emailed the company to make sure that if I ordered it for a local pickup that someone else could pick it up for me.
2. Received an email from the business to let me know that it was possible and there wouldn’t be an issue.
3. Confirmed with friend that they could pick up the yarn for me and it wasn’t an issue.
4. Placed the order and said it was for local pick up knowing that I had already communicated my name and it was going to be picked up by someone else.
5. Received an email from them asking me if I was going to be visiting that location so that I could pick up the yarn. (This is probably when I should have realized this might not work out as I hoped).
6. Sent our friend the information and said that when it was ready they could pick it up.
7. Let friend know that it was ready for pick up and they picked it up for me and looking the receipt confirmed that they got the four balls of yarn that I ordered.
8. Never received a confirmation from the store that the yarn had been picked up.

Here is where I am going to start to provide words of warning. Yes, the yarn was picked up by our friend, and I understand that they are not crafters, so it isn’t up to them to ensure that the yarn was what I ordered. They confirmed based on the receipt it was the order that I had placed and I figured that was all that was needed to be done. Over this last weekend I did receive my order, and I was excited to see four skeins of fingering weight yarn. I ordered two different colours so that meant that I had two of each colour and I had figured out what I would make with each of them.

Once we were home and I could really look at the yarn that I received I saw that there was an issue, I had received 2 skeins of fingering weight of one of the yarns and then 2 skeins of sports weight yarn for the other yarn. This upset me because the person that filled the order was the business owner so that was frustrating because this wasn’t what I ordered. I also confirmed the receipt and the original order to ensure that I hadn’t made the mistake before I reached out to the shop.

Early the day after receiving the yarn I emailed the shop to let them know that what I received wasn’t what I ordered. I understand that there is time difference between our and the shop so I figured I would get it probably within 24 hours of sending the message. I did receive a reply and that was 29 hours after I sent the original message. Here is the message that I received from business owner:

I'm so sorry! That was my mistake. 

Normally I would ship the correct yarn and swap out this yarn, but since this is international, I will instead offer you a discount code for your next order. Hopefully you will be able to use it. I can do international shipping on orders over $150 USD. The last shipment I sent to Canada was about $40 USD for a small package under one pound, so hopefully your deliverer is willing to bring yarn on another visit. 

Please enter XXXXXXXXXX at checkout for 25% off. 

So, what I was offered when it was clearly the owners mistake was 25% off a future purchase, but I also had to purchase over $150 USD to even qualify to receive shipping and also pay a crazy price for shipping. Well, given the exchange rate and the cost of shipping which was also is US dollars I don’t think I will be making that purchase. What this was doing was telling me the only way I could receive compensation for her mistake was to make another purchase of over $150 USD and then pay the postage. I don’t think this is going to happen. I can find locally dyed yarns for a lot lower price.

If you make a mistake you need to figure out a method of compensating the person that incurred the issue and not make them purchase anything else. Do I think that there could be a possibility of another error, yes, I do because I don’t think this owner really checks what she is doing. Our friends probably won’t be coming back here for quite some time and given this isn’t an easy trip I won’t be purchasing from this store again. Will I recommend this store as an online shop, no I wouldn’t because I wouldn’t want someone to have to deal with what I did.

If you are a business that sells to international customers make sure that you have a method of compensating them for your error. You don’t need to compensate for a customer's error, but you should be able to compensate for your error. A discount code for a future purchase of a high value isn’t compensation; it is just please shop with me again.