nightbird84
|
posted on January 18, 2001 08:12:27 AM
I have to vent. I got a neutral on an item that the person emailed me was "poorly" packed - it got wet (yeah that's my fault...) however, I offered a FULL refund to this person and they gave me a neutral without even waiting to hear back from me. They are new on ebay - only 17 feedbacks to my 537 but I am upset they didn't even give me a chance. This happened to a friend of mine too and I don't understand where the consideration has gone anymore. I try to provide GREAT customer service and usually succeed and to some it seems to be a game - "let me give you BAD feedback cause I am unhapppy but I won't let you reply to the email I sent you complaining" - it's a NO WIN SITUATION.
Just venting - makes me worried to sell more as it seems to be getting worse IMO. I think I may not leave feedback first now and wait until transaction is complete so if this happens again they won't get any from me as I am now not pleased with them and it really is the WHOLE transaction. I didn't even get a chance to give refund that I offered.
Lauren
|
codasaurus
|
posted on January 18, 2001 08:19:45 AM
Hello NightBird,
While I understand your frustration over your buyer not having the patience to hold off on the feedback until you had a chance to make the situation right, I do think you are over-reacting.
It was a neutral, for heaven's sake.
Also, have you considered that the buyer might not want a refund? Or consider a full refund reason to give you a positive? The buyer may consider this transaction complete even if you don't.
|
libbyparsons
|
posted on January 18, 2001 08:24:19 AM
People look more at the overall picture with feedback rather than one or two negatives/neutrals. I have 1 negative (knock on wood it's the only one!  ) but 120 positives. If someone reads my feedback profile, finds that negative, they will see what the situation is and then see that the rest of my feedback are repetitive, i.e. prompt shipping, etc. Buyers are not (usually) going to let 1 negative stop them from buying your merchandise.
All IMHO at least.
|
decpage
|
posted on January 18, 2001 08:54:25 AM
If an item I buy is damaged as a result of poor packaging, then the transaction is not a positive experience, no matter how friendly and prompt the seller is with a refund. I think a neutral is entirely justified. As a potential buyer, I would want to know if a seller has a history of poor packaging. That information should be left in feedback.
The same goes for sellers who get auctions mixed up and send the wrong items to people. Just because the buyer eventually gets the item or a refund doesn't entitle the seller to positive feedback.
|
jfpnatl
|
posted on January 18, 2001 09:07:33 AM
Neutrals are really not meant to reflect that a tranction was bad, just a average transaction. From what I hear, use to be neutrals were a good transaction, positive were for extremely satisfied customers. I dont feel a few neutrals should ruin your good standing. I think most people look at the big picture when deciding to bid, and not what a few might have to say. We all know you cant please everybody everytime.
I have had over 400 transactions, with only 256 returned, I have 252 positives, 4 neutrals, and dont see where the neutrals have had any great effect on bidding. One netural was for a customer thinking the item was misrepresented(not), the others just neutral with praise to follow, seemed kinda funny on those, but hey least they were satisfied.
|
nightbird84
|
posted on January 18, 2001 09:26:33 AM
Let me say that I don't feel the item was poorly packed - this is my first complaint on that. It's not my fault it got wet. So I don't agree and about the neutral - yeah it's not a HUGE deal but am uspet I didn't get to remedy the situation was my point.
I know I am not perfect but I do feel people JUMP to leave bad feedback. I've gotten things in the mail poorly packed and cause the seller was so nice and apologetic (people do make mistakes!) I didn't give them anything but positive due to how they handled their customer service which to me is 75% of the deal.
Anyway, how I feel about it.
Lauren
|
HartCottageQuilts
|
posted on January 18, 2001 09:29:02 AM
Apparently the item was a postcard, which I'm assuming would lose some or all of its value if it got wet.
How did you pack it?
[ edited by HartCottageQuilts on Jan 18, 2001 09:31 AM ]
|
nightbird84
|
posted on January 18, 2001 09:40:58 AM
in a padded enveloped - I've sent others that way and no problems so if there was one again I never had one until now.
Again I felt it was packed ok - I sent tons of books in padded envelopes and if they get wet - again that's not something I have control over. However I agree maybe I should have sent in photo mailer and charge more for shipping to include mailer- but if it got wet it still would have gotten wet - that part was out of my hands.
OH well live and learn.
Lauren
|
quickdraw29
|
posted on January 18, 2001 09:52:06 AM
There's a buyer on another thread that said he'd leave a neg FB for poor packaging whether the item was damaged or not. How's that for extreme behavior? The package got wet and you were the easy target for blame.
Feel better knowing that you made a nice profit from this extremist. Also, your sales won't be hurt from this so don't sweat it. I have a couple negs and my sales are as good as ever.
|
Meya
|
posted on January 18, 2001 09:54:07 AM
Shouldn't anything that could be damaged by moisture be wrapped in a plastic bag or something similar? Packaging things well is more than just protecting them from being crushed or bent.
|
BlondeSense
|
posted on January 18, 2001 11:04:35 AM
The last neutral I left was for shipping. Auction stated buyer pays S/H so of course I asked. Instead of a dollar amount I recived a long rant stating that they "never make money on shipping" - "always charge acutal postage" etc. etc. I won the auction, and of course you know the rest. Charged me $3.20 and sent it parcel post for two bucks.
Should I have emailed them and asked for the difference before leaving feedback? At the time I had won several auctions that I was not quite satisfied with and I was forming the distinct impression that a lot of sellers do this on purpose. Overcharge on shipping and only refund if they are cornered. Or not disclose minor damage and hope the buyer won't notice or complain. I know there are honest mistakes, but I want to tell people -get it right the first time. If it is your mistake, the buyer is not obligated to let you make it right. A neutral or neg is not the end of the world.
|
danilynn71
|
posted on January 18, 2001 11:17:35 AM
It would have only cost a couple of cents to put a post card in a ziploc bag...
|
abacaxi
|
posted on January 18, 2001 12:07:13 PM
Nightbird ...
"the person emailed me was "poorly" packed - it got wet (yeah that's my fault...)"
As a matter of fact, IT IS YOUR FAULT! You packed it! All it takes is a plastic bag around the item, and a strip of tape sealing it shut to waterproof it. Cost is a couple of pennies.
RAIN HAPPENS! A smart seller accepts that and protects their shipments accordingly.
|
nightbird84
|
posted on January 18, 2001 12:37:08 PM
I actually don't totally agree. I'd have to put plastic around each and every item I ship- every one would and I have yet to receive items wrapped in plastic with what I buy on ebay. Been shipping three years and never a problem. I agree I should have used a photo mailer but the rain or snow is something I feel is out of my control and I also know I am a consciencious and good seller - people make mistakes and my main point is the person never let me remidy this for him when I offered a full refund. That was my point in this post.
Thanks for replies, been interesting reading them.
|
abacaxi
|
posted on January 18, 2001 01:38:26 PM
Nightbird ...
"the rain or snow is something I feel is out of my control" Yes, but what happens to your packages in the rain or snow is DEFINITELY in your control. If you are too cheap to buy a $.01 plastic baggie to save your reputation, you deserve what you get in the way of feedback.
Everyone knows that rain and snow happen, and that they make things wet. It's your responsibility to see that yuour stuff is properly packed to withstand WHATEVER happens to it between your place and the customer's.
You are venting about a neutral for poor packing. A negative for poor packing and a request for refund because item was ruined and could have been OK if seller had taken a bit more care would be a perfectly justifiable response from a buyer.
|
HartCottageQuilts
|
posted on January 18, 2001 01:48:05 PM
and I also know I am a consciencious and good seller
Apparently being "conscienscious and good" doesn't extend to doing the minimum necessary to ensure that an item shipped in the dead of winter (snow and rain ARE a big surprise this time of year, I know) arrives in one piece. You even admit you "should have" used other packing materials, but you didn't. How come? Because you've....
Been shipping three years and never a problem.
So? You played the odds, and surprise! You lost.
|
