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“Satisfaction guaranteed” is a common advertising slogan used by retailers and manufacturers to assure customers that their products or services will meet their needs. It is not always a legally binding contract, but rather an insurance to generate repeat business. Some customers may take it literally and demand more than a cash refund or replacement, leading to legal action.
There is generally an implicit trust between manufacturers and consumers that products will actually work as advertised. A food product will be fresh and flavorful, a replacement part will fit properly, or a toy will perform all the stunts demonstrated in a TV commercial. In order to make sure the consumer is completely satisfied with a purchase, many retailers and manufacturers use the phrase satisfaction guaranteed. This simple slogan is meant to assure consumers that the product or service will meet their needs, or else the store or manufacturer will either replace it, repair it, or refund the customer’s money.
The phrase satisfaction guaranteed is often used as an advertising slogan rather than a legally binding contract. The implication is that the product or service is so reliable or consistent in quality that the manufacturer or service provider is willing to back it up. This doesn’t necessarily mean that the product or service has an absolutely perfect performance history, but it does mean that the customer will be guaranteed some form of satisfaction even if the product fails to meet their expectations.
“Satisfaction Guaranteed” has occasionally been translated very literally by a consumer and the result is often legal action against the manufacturer or service provider. While a store manager or manufacturer may see a cash refund or replacement as an acceptable form of customer satisfaction, some customers may want more repairs or refunds before feeling satisfied. Incidents involving product tampering or contamination, for example, often do not result in an acceptable replacement or cash refund. If a defective product causes damage to a customer’s clothing or other personal property, the manufacturer may offer to compensate for such damages in order to satisfy the customer.
Many retail and grocery stores offer their own satisfaction guaranteed version. If a particular product does not satisfy a customer, the store can offer a double refund upon return of the defective product. If a rival store offers a discounted price for the same product, a store can honor the price difference through a refund. Customer satisfaction is essential to many businesses, so an insurance like “satisfaction guaranteed” is one way to generate repeat business. A consumer may need to know that a refund or replacement is available before making a significant purchase or trying a product for the first time.
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