This is a true story and I want to get your take on what should have happened or if this is ok to do.
My friend and I went to a party and there was a major makeup company rep there and we had facials done under much duress, meaning the rep would not let us go w/out having it done. So my friend ended up purchasing quite a bit of product. A few days later she gets a message from said rep and was told that she overcharged her by $30. My friend tried to call her back several times and no call was returned. She finally got the rep on her cell after 5 days. The rep told her she overcharged her and that she does not give refunds.
After my friend asked why, she said that was her policy and that she could go to her website and Order $60 in mdse and the rep would pay the $30 that was owed. So she is getting $60 in msde for $30 in cash.
Ok, question is…1) is this acceptable in this instance and 2) her return policy is not stated nor printed anywhere at the parties and 3) do you agree with this type of policy?
My issue is that it was Her mistake, not a product that my friend want to return. Also it means that the rep is getting an additional $60 in sales by forcing her or anyone else to order more stuff that she may or may not want.
What is your take? Is this a good business practice or should this rep have to go to direct sales customer service school?