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Not As Described Returns from other Sellers.

Today I was pretty shocked a buyer that is also a Top Rated Seller opened an exchange request on eBay, and asked me to send their new item to a different address in a different state.  What was so shocking?  They had sent several emails last week telling me that these shoes were too big.  I made sure to tell her we offer free returns, and to select “didn’t fit”.  Low and behold, she opens it as an exchange, and says that the item is not as described.

The buyer is a Top Rated Seller and does not offer free returns… and apparently has the patience of a toddler.

 

She open an exchange @ 2:30pm and stated:

Reason for return: Doesn’t match description or photos
Comments: I need a 7.5 and if they don t come in half sizes I need a 7. Thanks! (insert name and address here.) I am in-between homes so please make sure the new pair go to my address listed and  NOT address you shipped the first pair too.  Thanks

 

She sent this message @3:18pm

I need a label immediately. If you want I can return these and just reorder. Thanks

Another at 4:30

I need a label immediately. 

Another at 5:10

I need this label NOW to send this back!  I am traveling soon and I want to return this!

I responded @ 5:30

I have approved the request, and sent a label.

I noticed you did not open it for fit. Can you explain why as a seller yourself you would open a return as not as described when clearly you stated they were too big?

Her response: 

You know what, I am becoming increasing more tired of with your lackluster service and basic BS. Your customer service is awful. Just send a return label and we can be done with this. This is NOT about me as a seller buy YOU as a seller. I am still waiting for your label.  You are just awful. And who the heck are you to question me?

My response:

I’m sorry you feel that way.  Since you said they were too big, the proper thing to select would be a return for fit.  We offer free returns, so no matter what you select, you will get a free return label.  I thought maybe you selected it in error, since you are a Top Rated Seller yourself; I believed you would know what happens when a seller is accused of sending items that are not as described.  eBay will put a mark against their account. I could not imagine that you would want that to happen to a fellow seller.

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.

My eBay Week in Review

Here are this weeks happenings:

  1. We sold 2 bras to a buyer that said that one arrived dirty.  She wanted to removed the tags and wash the item, and be compensated for her efforts.  She had sent photos of the item and I’m not 100% it was even our bra.  (no tag or the blue return tag).

badweek5020161

We replied to her feedback threat with this:

badweek5020162

We asked her to return it, and no reply.  I’m waiting on the negative feedback.

2.  We had a buyer open a return request stating that the bra was a 34B NOT a 34C as it was listed.  I was freaked out about thinking how could I have screwed up this bad?!?!

badweek5020163

Buyer says in the return: Doesn’t match description or photos.  States: “This is level 3 Clavin Klein.  The tag says 34C but it is actually a34B.  It is not as describe.  Please provide a return shipping label.  I would like to return it for a full refund.”

The buyer ships the item back.

 20161215_123952_hdr-1.jpg

And it’s not a 34B.  The size tag and hang tag both say 34C.  It simply did not fit her because it was a level 3 Push Up Bra.

We message the buyer

Hi! I received this bra back. I checked the inner tag and the outer hang tag. Both of these state that this is a 34C. Could you please let me know what you mean when you say I sent you the incorrect item?

She messages me back:

Your listing says it was a 34C

But it is a 34B

Why would you like to challenge a buyer ??

This info is something to help you re list it correctly next time

I message her:

“I have refunded your money less the shipping as you opened the request as not as described when clearly you purchase a push up bra and it did not fit you. Had you opened the return request correctly as “it did not fit” or you “didn’t like it” I would have been willing to pay your shipping because of your honesty.”

She messages me back:

my dear
we are not making friends here
so please beware about how you talk to a ebay customer

I am an ebay customer

ebay cares about good reputation and all the buyer’s shopping experiences here

and
as a seller
it is your obligation on your contract with ebay;
you are 100% responsible to make sure about the info you are putting up on your listing,
must be 100% as correct as what you send out to your buyer

IT IS NOT AS DESCRIBED

you have make up some “reasons” for your not refunding the remaining of what I have paid

I think it would be appropriate for me to consult with an ebay resolution center specialist
and
based on how you talk here…..

my dear
ebay encourages all buyers to objectively reflect their experience with the seller

that is you

I’m waiting to see what this little gem brings me.

3.   An item broke in shipping.  Check out this one’s wording.

“Hello. I just received today and opened your item. The box is in pristine condition and item was packed carefully with a great deal of bubble wrap. Nevertheless, the item’s rear right leg is completely broken off. This fact is really surprising to me considering the careful wrapping and undamaged box. I do know that most often, items of this kind, when new, are shipped within pre-shaped Styrofoam before boxed. I can fix the item and touch it up, so I am willing to keep the item. However, I wI’ll leave it to you to offer a partial refund, as the item is damaged. I have not provided feedback or contacted Ebay as yet. I am a frequent buyer with a 100% rating, and I have had an outstanding and long relationship with Ebay and Paypal. Almost always I provide 100% feedback to the seller. I do not sell. Items are for my personal collection. Thank you, and I hope to hear from you soon”

She does not want to turn it in for UPS to pick up and receive another one.. she just wants 30% back and to keep it.

eBay: My Week in Review: December 11th

Here are a few of the weird.. Unusual things that happened to me on eBay this week.

1.

vtcyahoocom

This buyer wanted to return their item.  We sent them a return label, and they returned it, BUT did not realized that I refunded their money.  I TRIED to send them a message, but eBay would not allow it to go through.  Do you see why?  The buyer eBay user id is: nameyahoocom.  eBay thinks their USER ID is an email address, so the message can not go through.  When I contacted eBay about it, they give me this crazy backwards way to send the buyer a message.  Uh.. how about tell the buyer to change their user id.

2. The buyer purchased a necklace and earring set.  The next day messaged and said that eBay told her she could return the item because she forgot to use her eBay coupon. She then purchase ANOTHER item uses the coupon and opens a return request for the first item.

vtcbetterprice

3.   I sold a bra that I put the wrong style number in the title, but the right one in the listing.  I messaged the buyer and she said she wanted a refund.  We cancelled the transaction.  She messaged us back and decided she DID want that item.  We relisted the bra she bought it and we mailed it to her.  She received it and called me 4 times in  24 hours.  She said the bra was not as described. She said it was not a “razorback” bra.  I asked for a photo, she refused.  I approved the return request.  I received the item back and it wasn’t a “razorback” but it was a racerback as described.  I refunded her money and she left 2 negatives.

humpv3

We called her on the phone, and asked her if there was ANYTHING we could do to make this better for her.  She stated.  “I make $250.00 an hour.  You’ve wasted 30 minutes of my time.  You want to pay me for my time?  You people deserve my comments and you obviously have a lesson you need to learn here”  We thanked her for her time (see what I did there) and hung up. I emailed her the next day and she stated that I never apologized to her.  If I did she would have removed the negatives.  So I sent her screen shots of both of our messages where we apologized…  I haven’t heard back from her; but that’s kind of how bullies are right?

That made me curious on what this chick does for a living.. so I googled her name.  She apparently is a Human Resources expert, and has written a book. You want to guess the name of her book?

Clueless Emperors: How to Overcome Problem People and Not Be One Yourself

She even DEFINES what a clueless emperor is.

humpv5

Ha! People who suck the life out of you!

Her book even has a section about feedback.

humv6

I hope you see the irony here..

The negatives were removed because they were attached to the wrong items.  She put the cancel feedback on the one that was not cancelled AND put the photo feedback on the one that was cancelled.

4. Sporadically when a buyer wants to return an item instead of being able to have eBay send the label it’s giving me this page.

vtcreturnlabel

I’ve called eBay about this, and they have no idea why it’s doing this.  Do you have any guesses?

September 2020
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