posted on September 8, 2013 09:30:10 AM new
I just blocked one of the worst buyers after dealing with them for some time.
Sent wrong item. Buyer opens dispute with the following message:
"I received the wrong glass and need to know what you are going to do about it! I paid for a slow poke pepsi glass and its not it! Debbie"
The buyer requested:
A refund. The refund amount includes the purchase price plus original shipping.
------------------------
Shipping was free.
I had a bad week when I shipped it, on a short term medication that made me nauseas and jury duty for a few days! I was in a rush to get it to the post office before 5pm and had a neighboring business owner bugging me while I was packing. In hindsight a recipe for disaster.
I immediately replied and apologized for the mixup, explaining my situation and sent her a pre-paid return label. I asked if she wanted a refund or the glass she ordered.
Her reply:
""I haven't received a return label and I still want the CORRECT ONE. "
------------------------
I send her a follow up telling her I emailed it to her directly using the Paypal email address she used for payment. I also resent the label a 2nd time.
No reply for a week. I called eBay and eBay sent her a message. No reply.
Friday she opens a case and again requests a refund. I call eBay and they close the case "in the buyers favor" by requiring her to return the item she received.
The resolution rep at eBay was pretty flummoxed by the whole situation because of her lack of communication and how professional we handled it. He agreed that it seemed odd she would go through all of this only to be told the same thing I told her to do. He seemed concerned that she would attempt to return a damaged or switch items. He did say he was going to remove the mark against me for a case being opened because I had done everything humanly possible, even going beyond eBay's requirements by sending her a return label at our cost.
Looking back at her feedback, both in what she received as a seller and what she left as a buyer, it is painfully clear she has no intentions of being an honest eBay member. Her behavior with me implies she intended on keeping the item we sent her and still expected the correct item (and probably a refund to boot).
I had sent her a total of 6 messages working to make it right, and her 3 replies were all rude, never once accepting my apology or indicating any desire allowing me to resolve the issue. She was hell bent on being difficult.
I guess we'll see what happens now that eBay requires her to return the item.
posted on September 8, 2013 03:17:10 PM new
Mistakes happen and it sounds as if you did everything you were required to do and then some. As you said, you will see what happens now that Ebay has required that she return the item. Please let us know the result.
posted on September 8, 2013 05:02:48 PM new
may be she is having technical problem,not everyone knows there is a return lable attached to an email,older browser?
I know I am having problem with my PC,I downloaded IE8,but it keeps asking me to download IE8,and do I want livesearch,yahoo tool bar,compatibility view,etc etc.
There is google bar,yahoo bar,dodo bar?
This morning I can pay for shipping label but I cannot print it,I tried it with AOL,IE and Google chrome.
Every time I tried and it did not work,I have to void the label,finally it works the third time and there are these 2 voided labels costing me 28 dollars I wont see for weeks.
posted on September 8, 2013 05:43:42 PM new
lost- wow, really??? the woman has been so rude and demanding when I already apologized and went beyond what eBay requires. She didn't have problems communicating her rudeness, nor opening a case. She obviously was far more interested in being a con artist. Sorry, but there is no benefit of the doubt in this situation.
Her history of bad feedback received as a buyer and what she has left for others is a good indication of what type of buyer I have here.
[ edited by shagmidmod on Sep 8, 2013 05:49 PM ]
posted on September 9, 2013 07:06:51 AM new
There are a lot of meanies out there. I have made my share of mistakes & have gone out of my way to compensate but some people live to be rude / mean / nasty. Sometimes even if I am not convinced the mistake is mine, I refund, etc & still nasty emails and neg comments. Now, I just block & move on. I figure they must have a miserable life to have that kind of attitude. I almost feel sorry for them.
posted on September 9, 2013 07:32:22 AM new
Want to give us her ID???
I had a buyer like this a few years ago - she wasn't so much rude as just plain nuts.
She purchased 2 items from me. One with an offer and the other was an auction. She paid and I shipped one item - then I started getting all these weird emails. She wanted to know where the shipped item was and then she was her own mother and her daughter had passed and couldn't complete the transaction.
WHAT???
I checked her FB a<i>nd</i> every other one she gave was a negative. There would be 5 good FBs <i>and</i> the next 4 or 5 were Item not received or NAD <i>etc</i> etc.
I called ebay and reported her - I'm sure I wasn't the first. I said it look like she sometimes when off her meds <i>and </i>took it out on her sellers. Ebay laughed but couldn't/wouldn't do anything about it.
They did finally booted her off and she never left me negs so I was one of the lucky ones.
posted on September 9, 2013 08:40:15 AM new
The user id is below. It is all one word, but for the sake of her googling her own id, here it is separated.
3
lives
on
4ever
Merrie- you are absolutely correct. I often feel like Larry David in Curb Your Enthusiasm. Maddening I tell ya!
posted on September 9, 2013 09:03:47 AM new
you'll see she hasn't sold anything in quite some time, but had two negatives toward the end of her selling feedback. She has given several negatives to sellers for various reasons. At first I didn't think much of it because I was doing everything I could to get it resolved but she never returned the item, only insisted I send the correct one. It was obvious she was trying to keep both.
I think it is kinda funny that eBay closed the case "in the buyers favor". I'm sure she doesn't see it that way since she has to return it. I just hope she doesn't try to scam me. I may record opening the box just because I do not trust this person at all now.
I've been running a negative feedback response through my head in order so that other buyers understand we made an error, sent a return postage paid label and she refused to return it.
posted on September 9, 2013 09:09:16 AM new
I don't think her FB is that bad. I mean she certainly isn't making a living off of scamming sellers and she doesn't complain about every transaction. I can believe she had 2 bad transactions in the past year. It doesn't look like she tries to resolve the issue before leaving bad feedback.
Let's not forget, YOU MADE THE MISTAKE in the first place. As a buyer, I don't much want to go to the trouble to repackage an item (especially something as fragile as a glass) to return it. I would expect the seller to let me keep it AND send the right one, or in the very least, refund my payment without requiring that I return the wrong item. Seriously, why should she go out of her way to correct YOUR mistake! She didn't sign up for that when she bid.
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posted on September 9, 2013 09:33:59 AM new
neglus - Do you ask a manufacturer to keep the item under warranty and have them send you another? You don't get bonus money when you have to return a defective item to the manufacturer for warranty coverage. You have to pay for shipping the item to them even though it was their fault they made a defective item. I went beyond that by sending her a pre-paid return label.
Yes, you are correct, I made the error, but it doesn't mean sellers should just give away valuable product because they made an error. It's not like I didn't lose anything. I bought postage... twice and would have the third time if she returned the item.
I'm so sorry it is extremely inconvenient for someone to wrap a glass in the provided bubble wrap and place it back into a box with the supplied peanuts, tape the supplied label to the box and put it out with their mail.
Now she has to go to a UPS store or make a call to UPS to request a pick up... after wasting time opening a case. This could have been resolved weeks ago by using my return label via USPS Priority Mail.
[ edited by shagmidmod on Sep 9, 2013 09:35 AM ]
posted on September 9, 2013 09:58:15 AM new
I don't know - I have had manufacturers send me new items and not require that I return the defective item. I did have a printer manufacturer send me a new printer first and then asked me to put the old printer in the same packaging and arrange for UPS pickup. I was kind of mad about that because I would not have purchased another printer like it and I certainly won't again!
I just wouldn't say this buyer is the worst buyer ever and I certainly wouldn't infer she makes a practice of scamming sellers based on her feedback. She probably is just lazy like me.
I realize you would be out money if you simply refunded and told her to keep the glass you sent her but in the end, your time is money and all the time you have spent fretting about this is probably worth more than your shipping costs.
I would have asked her what she wanted to do in the beginning - return the item to get the correct item or keep the wrong glass and get a refund of her payment before sending her a prepaid shipping label. But that's me - I kind of think you like to take on these buyers based on all your posts about bad ones. I have sold over 50,000 items on ebay over the years and have only had a handful of problem buyers.
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posted on September 9, 2013 12:15:35 PM new
Very sad... but that is the way the world works. Selfish people constantly looking for someone to take advantage of just to get a little more out of it... especially when they were going through a difficult time.
I couldn't help I was getting dizzy from a medication often prescribed for chemo patients during that time and was called for jury duty on top of that. My intentions were to get her item out as quickly as possible. I explained this to her and yet she never bothered to care that it was an honest mistake and I was trying to make it right at no cost to her.
Some people just have a sense of entitlement.
[ edited by shagmidmod on Sep 9, 2013 12:16 PM ]
posted on September 9, 2013 01:15:19 PM new
Seriously? You read this as a sense of entitlement? I am sorry about your reaction to the medication but who is having the pity party?
Try to look at it from the buyer's point of view. You don't know what's going on in her life any more than she knows what is going in yours. Did you ever think that the idea of emailing a prepaid shipping label might be a problem for her? Maybe she doesn't have a printer! I have lots of friends who operate solely on mobile and they don't have printers! Maybe she was expecting said label in US mail and it didn't arrive. Maybe your email went into her spam folder.
I don't see this as a sense of entitlement issue at all. I think you are making a lot of assumptions about this person. She didn't order the item in the hopes that you would make a mistake in delivery. She might think YOU are a scammer for pulling a bait and switch!
If you go through life thinking people are trying to take advantage of you, I guess you never will be disappointed. I prefer to believe people are basically good and want to do the right thing.
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posted on September 9, 2013 02:12:09 PM new
Neglus- she obviously has the means to communicate any of the issues you mentioned, but chose not to even when eBay sent her an email.
Never once did she attempt to communicate any issues. Only demands.
posted on September 10, 2013 10:14:30 AM new
good point,not all Ebayers have printers,I start selling in the 1990s but I bought my first printer in 2002.
Back then there are some sellers who just use a scanner to make pictures for Ebay items,they cant afford a camera.
posted on September 10, 2013 01:37:54 PM new
There are some people who use their smart phones for everything. Also, some don't type all that well on the little phone keyboards. I always keep my messages short when using mine - they might come off as abrupt, or God forbid, rude. I daresay that anyone buying a Slow Poke Pepsi Glass has to be older than the age of people raised on cell phones and texting. My 86 year old mother has a smart phone! The whole idea of e-delivery of a mailing label as an email attachment might be foreign to her. She might be still checking her physical mailbox for that mailing label!
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posted on September 11, 2013 04:04:20 PM new
WOW! Absolutely amazing excuses.
Obviously she communicated we sent the wrong item, she communicated that she didn't receive the email with the label the first time I sent it. Then she ignored emails for 2 weeks from myself AND eBay, only to open the case. Any time in the course of 3 weeks she could have sent a message stating she didn't have a printer, her printer was broken, or ask if I could mail the label.
Giving excuses for lack of communication is stupid.
[ edited by shagmidmod on Sep 11, 2013 04:12 PM ]
posted on September 11, 2013 10:14:37 PM new
Who you calling stupid? I am not making excuses for lack of communication, I am just raising some points that perhaps did not occur to you. Your interpretation of her feedback and conclusion that she is a freeloader seem to me to be rather extreme for the evidence you have provided.
She is by no means one of the worst buyers! You seem to feel that you are entitled to make the mistake because of your medication and jury duty and don't understand why she wasn't more sympathetic. From her point of view, all she wanted was a Slow-Poke Pepsi Glass and all she got was the wrong glass and a bunch of excuses.
Are you 100% certain that she understood that the mailing label was going to be emailed to her? If she didn't, and she didn't get a mailing label in the US mail as she expected, then she might have figured YOU are the scammer and decided to settle it all by making a claim.
If only you would have responded with an apology and sent her the right glass in good faith and enclosed a mailing label with instructions on how to wrap the return in the material provided and how to call UPS/USPS for pickup, the outcome would probably be different. When one makes a mistake, one should make every effort to make it easy for the buyer to do the right thing. They usually will. And if they don't, THEN by all means, call them the worst buyers ever.
posted on September 12, 2013 05:40:40 AM new
I used to call my buyers when they dont pay,and they usually will come to the phone and send payments.
Why not call her and you may even avoid a neg/
posted on September 12, 2013 09:21:47 AM new
I'm not calling anyone stupid. I'm saying it is stupid to make excuses for someone who could communicate any issues.
Below is the email sent between us:
Item paid August 12
---------------------
From Buyer August 14 Opening Dispute
"I received the wrong glass and need to know what you are going to do about it! I paid for a slow poke pepsi glass and its not it! Debbie"
The buyer requested:
A refund. The refund amount includes the purchase price plus original shipping.
---------------------
From Me August 14
"Hello. Can you please tell me which glass you received? Thank you"
---------------------
From Buyer August 15
"I ordered slow poke and received droopy the dog. "
--------------------
From Me August 15
"It appears we mixed up boxes. We pack glassware when we list items so that they don't break and grabbed the incorrect box. I will send you a return label so that you can repack it and return the Droopy glass and I can get the correct one out to you. My apologies for the unintentional mixup. Look for the return label shortly."
--------------------
From Me August 17
"Hello. I sent you a return label by email on 8/15 (DC #9405509699937837758654) to return the Droopy glass. USPS records indicate that the item has not been shipped yet. Please let me know when you will be returning it. I also sent a message asking if you wanted a refund for the Slow Poke glass as you requested or if you wanted me to ship the correct glass to you. Thank you"
--------------------
From Buyer August 17
"I haven't received a return label and I still want the CORRECT ONE. "
--------------------
From Me August 17
"Hello. I resent the email containing the return shipping label in PDF. Please let me know when you have shipped it out. Let me know if you have any questions. Thank you and please accept my apologies for the mixup.
The label was sent to the same email address that you used with your paypal payment - jwstewart1964 at yahoo. thanks"
--------------------
From me August 20
"Hello. I wanted to check in to see if you have shipped the glass back yet. I truly apologize for the mixup. There really isn't an excuse for the mixup in shipping the wrong glass other than grabbing the wrong box to be shipped. I recently started a chemo medication that makes me noxious and also had jury duty thrown into the mix. In the haste of trying to get things sorted out quickly, I just grabbed the incorrect box. I hope you understand this was an unintentional error. Please let me know when the glass has been shipped. Thank you"
--------------------
August 20
I called eBay on August 20 and eBay also sent her a message asking her to respond. She did not respond to eBay's email.
--------------------
September 6
Case is Escalated, Buyer requests refund.
Buyer Wins Case, eBay requires Buyer to return item for refund using eBay's UPS return label.
-------------------
After sorting everything out and verifying I did send the incorrect item, I apologized twice, once on August 15 and 17th. I followed up several times with her and she failed to respond to both my emails and eBay's attempts. I believe I went farther than eBay expects, which I felt is what I should do when it was my fault.
I do not believe a seller should have to ship a replacement until the item is returned. This rarely works out for the seller. I know others have commented on this issue as well.
posted on September 12, 2013 10:16:28 AM new
Well it does look like you were clear about sending the label via email. Who knows if she even uses the Yahoo mail account but you did tell her where it went. It's too bad eBay won't let us attach items other than images to our messages. Her messages were always short which leads me to believe she isn't a great communicator or fond of the medium. I still wonder if she was overwhelmed with it all and just wanted to be done with it.
If she doesn't send the droopy dog back will she get charged by eBay or will eBay refund from their seller protection reserves (if there is such a thing)?
You certainly did do all that eBay requires. I still maintain that she isn't one of the worst buyers and she wasn't out to cheat you or take advantage of you. We probably won't have to worry about her anyway because I daresay if she gets a chargeback, she won't buy on eBay any more. I hope she can find a use for Droopy Dog.
Looks like ol' Droopy is only selling for $8 (and there are several unsold at BIN $7.75) while Slow Poke runs about $30.
You could come out smelling like a rose on this - unloaded the Droopy for $30 and get to resell Slow Poke for $30 again. That doesn't seem fair to me, but I guess you are entitled.
posted on September 12, 2013 11:20:01 AM new
Vendio should close this thread!
Ther is no perfect buyer and there is no perfect seller,only morons try!
[ edited by lostmymojo on Sep 12, 2013 11:21 AM ]
posted on September 12, 2013 11:23:42 AM new
What is most frustrating and why I feel she is one of the worst type of buyers is how they have handled it. I understand its frustrating to get the wrong item, but why would you focus on being right instead of getting it resolved, especially when a seller admits fault, sends a prepaid label, and stays on top of it? IMO I think she has a superiority complex.
I agree about the need to attach more than just photos to eBay. I actually mentioned this to the two eBay reps who helped on this. I did also use the return label tracking number as the RMA and noted it in the dispute so ebay had proof of tracking if she did return the item.
Keep in mind I also paid $8 for that return label that went unused. Next time I will use fed ex for return labels so that I don't get charged until the item is returned. Hopefully this won't happen again.
posted on September 12, 2013 11:29:59 AM new
lostmy - no need to close the thread. I've said my piece and Shag has said his. We are all friends here - just might not see things the same way is all. How boring would it be if everyone saw everything like everyone else? Carry on ..
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posted on September 12, 2013 12:11:22 PM new
I suppose it would have helped if I included all of the communication earlier. I've been quite frustrated with this buyer because she won't let me resolve it. In the end eBay claims "she wins" by having to do exactly what I had laid out for her from the beginning. Must not feel much like a win to her.
The only win she'll get is feedback which I'm prepared for with a solid response.
[ edited by shagmidmod on Sep 12, 2013 01:31 PM ]
posted on September 12, 2013 01:30:23 PM new
I should also add, that I don't call buyers any more. About 5 years ago I called a buyer out of courtesy to let them know we had a snow storm, then ice, then another snow storm on top of each and the package would be delayed. In Portland we don't really have snow response like they do in areas that get a lot of snow and it was real bad. Most small businesses in Portland shut down for 3-4 days. If you don't believe me, here is a youtube video of just how bad it was (or at least why I didn't drive).
http://www.youtube.com/watch?v=YCoxOReXlHI
The buyer was extremely rude and threatened to report me for harassment because I called at their dinner time (just before 5pm their time). They acted like I was a telemarketer.
All I did was call, ask for the person, identify myself and tell them the situation. It may have been a bad day for them, but I have found it is much better to have everything in writing. I won't even respond outside of eBay because eBay does review email responses, which I have found useful on more than one occasion.
posted on September 13, 2013 05:24:00 AM new
Now they can call long distance free,buyers are calling sellers.
Once I shipped an item of a slightly different color from the picture,the buyer called me and said he will return the item but I must refund him first as he no longer trusts me !
I figured he likes the item but wants a lower price,so when I asked him to return the item,he makes it difficult for me.
There is no way to document a phone call and he gave me a 'neg'.
I looked up what he buys and sells,he would buy a small fetish and add to a lamp,and sell for a nice profit!
posted on September 16, 2013 07:50:10 PM new
UPDATE:
Case was Automatically Closed by eBay because buyer did not return the item after 10 days.
I just don't get how someone won't return an item if they want $30 back or the item she ordered. The only justification I come up with is that she wanted both. In the end, she gets the wrong item???
I feel bad for everything. It was our mistake, but I tried to make it right. She just had to be willing to print a label or communicate that she couldn't print one.
