What To Do with Buyers Who “Use and Return” and Should I Buy Something From a Seller That Doesn’t Respond to eMail?
Dear eBay Queen:
I am so mad and frustrated right now that I could spit nails. I sell new makeup that I either purchase on sale, or buy from a wholesaler. I’ve done pretty well with selling makeup until recently. I’ve had a slew of buyers that think my makeup is for them to just “try out” and then send back! My current problem is a buyer that after buying foundation from me, sent an email 20 days later saying she did not like it and it was broken. I emailed her immediately after that email and said the following:
Thank you so much for letting me know there was a problem. I am so sorry your foundation does not match your skin tone. When you say it was broken, do you mean the bottle is broken or maybe the brush applicator? As per my listing I do have a 14 day return policy, but I would like for you to be happy, so if you would like to send it back, I will be happy to refund your money, and not apply my return policy to this listing.
Here’s the letter I received in response to that, I left all the spelling errors in there for your reading pleasure.
Congradulation in successfully making me angry. What the hell has happened to customer service these days? I have thrown away your make up as it was BROKEN. Don’t you understand that? Some sellers will do anything to take advantage of a buyer! If it was B R O K E N why would I send it back to you? Can’t you just make an insurance claim or SOM THING? What is wrong with you? You need to refund my money immedatly or I will be leaving the feedback and it won’t be positive!
I contacted eBay and asked them what to do. eBay’s customer service told me that since it was makeup and she used it, I did not have to refund her money. I contacted the buyer back, and told her what eBay told me. She then gave me a negative feedback.
Her feedback complaint read: “MakeUp tOo LiGhT Seller sTooPiD I tHrew AwAy Not a ReFunD GiVen” (yes, it looks just like this)
I called eBay back, and they told me it was not eligible for removal. I don’t understand, how I followed what eBay told me to do, and they will not remove the negative! Why am I being punished?
If your email wasn’t so true it would be funny. The buyer didn’t spell “idiot” or “stupid” right, which seems like irony to me, plus her statement “Congradulation in successfully making me angry.” Sounds like something The Hulk would say, “You don’t want to make the Hulk angry.”
Based upon her statement; “You need to refund my money immedatly or I will be leaving the feedback and it won’t be positive!” I believe that would be considered feedback extortion. I would contact eBay again by phone, and point that out in her email to you. They should remove the negative right away.
I am sorry that not only were you abused by your buyer, but in a way you were mislead by eBay’s Seller Support. The CS representative should have told you that even by following their instructions you could still receive negative feedback, but you would not be in violation of any of eBay’s policies. This is one of the ridiculous things about eBay. You can be COMPLETELY in the right and still receive a negative feedback. I’m pretty sure your negative will be removed, but if for some reason it’s not, rest in the knowledge that this negative feedback only makes you look good, and the buyer look ridiculous.
Dear eBay Queen:
I am hoping to bid on a trailer today but I have become concerned because the seller has not responded to multiple emails I have sent him over the past few days. He has a zero rating, so maybe is new to eBay- but also maybe something’s wrong? What should I do?
If the seller isn’t responding to you, I would not purchase from them, especially on something as expensive as a trailer. There is always the possibility that there was an emergency in the sellers family etc, but when it comes to large purchases if I can’t get a hold of the seller, I will not make the purchase.
Strange eBay item of the week: eBay item: 300690552662 Summer is coming and those herbs aren’t going to dry themselves! Check out this Antique 18th Century Iron Utensil or Herb Rack great Curled Heart Design. SOLD $710.00 http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&_trksid=p4340.l2557&hash=item46028db756&item=300690552662
Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul, Kansas.