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Fancy Dresses, Return Policies and Animal Hair?

We had a buyer that did not read the return policy on evening gowns.  She left a negative and in order for us to try to get the negative removed we allowed her to return it.   I made sure to ask if the item had been worn, and if it still was new with tags.  She assured me it was in perfect condition.

Here’s how I received it back.

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Do you think it was worn?

I messaged the buyer and asked her the following:

“I received the dress yesterday. I have attached photos of the dress. It appears you have worn the dress. There is hair and dry skin ALL over the inside and outside of this dress.
The tags have been removed and put on by a safety pin.”

She responds:

“I DID NOT WEAR THIS DRESS. IF THERE WAS ANY HAIR ON IT, THERE MIGHT HAVE BEEN SOME FROM MY DOG, BUT THE TAGS WERE N E V E R REMOVED. I am going to start an action against you. You just asked me to send this back so that you have the dress, I have nothing, and now you are FABRICATING LIES to try and get out of a refund. THESE TAGS WERE NEVER REMOVED!!!!! IF THEY WERE PUT ON BY A XXXX SAFETY PIN, IT’S YOU WHO DID IT!!!!!! YOU ARE COMMITTING FRAUD AND YOU ARE NOT GOING TO GET AWAY WITH THIS!! I HAVE BEEN A 100% EBAYER FOR MANY YEARS AND YOU ARE THE ABSOLUTE WORST SELLER I HAVE EVER HAD THE MISFORTUNE OF DEALING WITH!!! YOU ARE CROOKS!!!!!!”

eBay closed the case in our favor an removed the negative because she altered the dress by her own omission, saying “it might have been some from my dog”

I messaged the buyer back:

“We are not out to take your money and the product.  We just want the item (that we said no returns accepted) to be returned in the condition that we sent it to you in. Did you view the photos? There is hair all over this, and it looks like the dog laid on it. To accept this return I would have to take an even bigger loss because I can’t sell it as new AND pay to have it dry cleaned. It was new with tags and no pet hair/human hair when we sent it.

Here are the options I an give you.
1. Do you want me to send the item back to you and you can sell it.
2 Do you want us to keep the item and give you a partial refund for the item (15% less). to cover dry cleaning.

I am very sorry about this Please let me know which you’d like for me to do: send the item back to you or give you a partial refund.”

I’d love to share with you her message back to me, but as you can imagine it was not pleasant.

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