Archive for September 2nd, 2010

Dear eBay Queen:

I’ve had lots of interesting experiences with buyer on eBay, but this one takes the cake!  I sold a model ship last month.  I thought everything was fine until, the buyer left me a neutral.  I emailed him to ask him why he was unhappy, apologized and offered him a refund.  I explained to him what low stars and feedback can do to a seller. Here’s what he said:
“I have no idea what eBay is telling you or why you are unhappy. It takes a lot to get me excited about a purchase. Satisfaction does not equate to excellence. Your model was not bad, but I was not ecstatically happy with it. Why is this seen as a problem? It speaks to me as much as it speaks to you. What is eBay after, elation in every sale? Sounds crazy to me!  I only recommend to friends what I see as outstanding or at least above average. Nothing about this transaction met my standard for that.

Maybe you should be an expert in what you sell. Or photos that make the box readable. Yours were not. The model maker puts info on the box for a reason. You need to see that we are able to see that, as if I were in a real store and picked up the box. No one likes twenty questions for what should be there to see. Please spend more time detailing your listings in the future and you will become the best. Good luck, Tom”

I followed up with this email to him:

“In going back and looking at the listing you are right pictures were lacking and I’m not sure why! If you look at my other listings I always include several pictures of the item just as you say, as if you are in a store picking it up. I did not know until now that the pictures weren’t there! I sold several model kits about the same time and every other buyer was quite pleased with the experience. But again that is why I have 100% money back guarantee boldly advertised in my listings, to avoid negative and neutral feedback and ratings.

Yes eBay expects excellence in every transaction and I strive hard to attain that, but I am human. I’m a mom with two small children, one with autism. Sometimes mistakes are made, but the price is too high. Your one low rating can now cost me hundreds of dollars because eBay will lower my search-ability and raise my fees”

He responded with this:

“I really don’t want to look at your other listings. My time is valuable. I’m already working for you as an unpaid consultant. Money back guarantees are just about useless! No one includes return freight in that claim so it costs customers money to return items.

We shop eBay looking for deals. Return S/H costs remove all savings. I don’t know what eBay’s done to you to raise costs but it sounds outrageous. I don’t like you accessing my prior feedbacks. You are not a “victim”, just one of hundreds of people I’ve bought from. I have not given feedbacks much this year because I’m busy. You, and many others, are suddenly soliciting feedbacks. Why do you bother if they can harm you? Bottom line here is that you acknowledged what shortcomings I noted and then turned it all back on me with excuses and a guilt trip attempt. Trust me—that’s not the attitude of successful retailers in today’s market place. eBay values my input and has put me on review committees in the past.”

Do you have any suggestions on how to handle this bidder?  If you look at the feedback he has left for others it is dreadful!  In the last 90 days he’s given out 6 positives, 5 neutrals and 1 negative.

Danni, Reno NV

http://stores.ebay.com/Udderly-Good-Stuff

Dear Danni:

In this situation there isn’t anything you can do. Perhaps a phone call to eBay or an email to Jim Griffith  griff@ebay.com to see if they will audit this buyers feedback might help.  I seriously doubt anything is going to get this guy to see things other than his way.  The best thing you can do is block him from buying again and move on.

I’m so sorry you’ve had to deal with this snarky character.  Here’s hoping the rest of your buyers are a pleasure to deal with.

Strange eBay item of the week: eBay item 230511345051 (enter this number in the eBay search box in the top right corner of the home page): Like old Stoneware?  Check out this Red Wing Stoneware Cherry Band Sponge Peterson Pitcher SOLD $1681.00 http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=230511345051

Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul. Do you have a question for the eBay Queen? E-mail: questions@asktheebayqueen.com.