posted on January 2, 2001 08:56:53 PM
I have a problem. I listed an auction a while back and my customer paid, and I shipped out the item. The total amount was less than $40, including shipping. This was a clothing item, and before I list my items I look them over very carefully before buying, taking pictures, describing, listing, and packaging. Also, I have someone else look over all items before I list them. I showed 5 different pictures of this item in my auction.
The other day, I received an email from my customer, saying that the item was worn out, she wants a refund, and that I deceived her. She said she had a shop for many years and you "just can't do this".
So she outright accuses me of deceiving her. I did not deceive anyone. I have a very high, excellent feedback rating and am not in the business of lying to my customers. I don't appreciate being told that I lied about the item I sold her. IF there were any flaws I would have mentioned them, or just not listed the item at all. I feel she could have been a little nicer in her email to me.
I wrote back and explained to her that I did NOT lie in my description, and that I am sorry that she is not happy with the item she purchased from me, and that I'm only human and I make mistakes. And that IF I made a mistake in listing this item, I will correct my mistake and give her a refund.
5 days later - no response - and she finally emails me and says that she "MUST" hear from me within the next 5 days.
So, I forwarded the email I sent 5 days ago. She responds saying she never received it, and that she's a professional business woman and she's in Who's Who, and is in this and that, yadda yadda, and she expects her money back by January 10th. Keep in mind, she hasn't even mailed the item back to me yet!
More "instructions". I told her I will not be told what to do. I will not be told that I am a liar or a deceitful person. I told her I need the item back, and upon my looking it over I will make a decision and that I will not guarantee she will have the refund by the 10th and that I do not tolerate being TOLD what to do. Her emails were very demeaning to me and I don't appreciate that at all.
She responds saying that this is very stressful and if she does not receive her money she will turn it in to small claims court. (We live on opposite coasts). Again, I tell her that she can return it.
Her last email tells me that she has decided to KEEP the item, just to show that it's worn!
I don't know what else to do. My biggest problem was her demeaning emails, her threats and her accusations. If I made a mistake I will make good on it and refund my customer - but I don't think anyone should have to put up with being treated like this.
I'm sure some of you will say "just give her a refund". Yes, that was my intention - but that is not the point here. The money was not the issue. It was her rudeness.
Right or wrong as someone may be, there is absolutely no good reason to be downright rude and mean to someone else.
posted on January 2, 2001 09:34:47 PM
What is the feedback of the lady who bought your item? How much/often does she buy?
I'd ask her other sellers if she's done this to them?
Seems to me she is over reacting and trying to scare you...I think it's a scam.
I dig in my heals in cases like this as well..course expect a neg...but heh you get to explain she wouldn't even return the item.
You could offer to pay her return shipping so you can inspect the item yourself. This might appease her...but if she still wants to keep it...you could ask her to send you a picture of the damage...or describe the damage to you...or describe according to your pictures from the listing what it is she thinks is deceitful?
Just because she says/thinks she's important doesn't mean diddly squat.
posted on January 2, 2001 09:46:25 PM
She is a newbie with less than 25 feedbacks, all positives so far. She has only sold 2 items in the past 30 days, and she has a few bids on items - some over $100.
She did email me 2 pictures of the "damage" but if you look at her pictures and the pics in my auction they look like 2 entirely different items.
I also did tell her to return the item to me and at first she said she was going to get a note notarized saying the item is damaged before she sent it - and now she is saying she's not sending it at all.
She kept going on and on about what a "professional business woman" she was. So much, that she even used the words "not to toot my own horn....". When I told her how a "professional" person would handle this she got all defensive saying what does profession have to do with this??? It was like going around in circles.
I just don't know what she's going to do next - or if there's anything she CAN do - other than NEG me?
posted on January 2, 2001 09:48:02 PM
We've all seen this type of person. They try to bully everyone around and impress everyone with how important they are. I can tell you right now, there is absolutely nothing you can do to make her happy, so why try? You'll only be banging your head against a brick wall. Tell her to kiss off and move on. If you drag it out with her, it will only get worse. Recommend one of your competitor's auctions for her future Ebay business.
The light at the end of the tunnel will turn out to be an oncoming train.
posted on January 3, 2001 03:24:06 AM
I just checked - nope - that's not her. I even checked her ID history. Don't tell me there's another one like her around!
posted on January 3, 2001 04:16:39 AM
Sound like this customer might be off her proper medications. Seriously, as presented, it sounds like her behavior is unbusinesslike at best. Let her rant unremarked by you. Reply in short businesslike responses and simply ignore the ravings. She'll soon tire of this and find someone else to harass.
posted on January 3, 2001 05:07:02 AM
If the pictures she sent looked like another garment, it very possibly was. Don't respond to her button pushing by being argumentative. State your position and leave it at that--if she returns the item and you find the damage she's described you will give her a full refund, including return shipping. However, the item must be returned in the same condition in which you shipped it, with your identity mark intact. (OK, this is a bluff, but how is SHE going to know???) Nine times out of ten, a bidder who's running a scam will suddenly decide to drop the issue at this point, especially if s/he is aware that returning a different item and trying to get a refund is considered mail fraud.
posted on January 3, 2001 11:37:12 AM
Thanks for all the advice. Since she wrote last night saying she was keeping the jacket "just to show that it's worn" I have not responded to her. None of it makes sense and it's stressful on ME! I just hope it's over...
