posted on July 2, 2001 07:23:50 PM
Well, there's a first time for everyone, and I guess today's my day.
I've never posted a thread asking for advice with a customer, but I may need some help/advice with this one.
Buyer in FL wins glass item, decides to go with Surface Post. [I live in western Canada]
he doesn't ask for insurance, and I don't send it with any.
I ship glass item on June 22nd. On June 28th buyer asks where item is, and if I have tracking number?
I explain that I do not have a tracking number, but let him know that Surface Post from my Province to FL will take approx. 3-4 weeks.
This buyer has had items shipped from Canada in the past, so he should be aware of the fact that an item shipped via Surface Post isn't going to arrive in FL in less than a week.
Today he emails & says that item arrived, and is broken, notices there's no insurance, and what is he to do now?
First off, unless BOTH Canada Post, and the USPS just broke a new world record from here to FL, I can't believe he actually has the parcel in hand? I shipped it on June 22nd, which was a Friday, which means it wouldn't have moved more than a few city blocks between the 22nd, and the morning of the 25th. Assuming it left my city on the 25th, it would have had to travel over a Province, across the border, and down to FL in 1 week, ..... via Surface Post.
The odds of that happening is staggering to say the least.
Even though insurance was not paid for, I told him I would give him a full refund [including shipping] but before doing so I would need to see a pic of the item. [I don't want to pay for the return of it]
Here's the pic he sends me.
Here's a pic of the item from my eBay auction.
And another angle.
The pic he sent me was so dark I could barely make it out, so I lightened the image enough so that I could see what was what.
FYI - The only "clear" glass on this piece, is on the base itself, the rest is blue through & through.
This buyer has 30+ feedback, and no negs.
I decided to contact the last Canuck he won a similar glass item from, just to see if this is his standard MO.
FYI - This item was bubble wrapped, packed in & around with paper, boxed, then placed in to a much larger box, with another 3-4 inches of paper on all 4 sides guarding the "inner" box. I've shipped numerous fragile items that would make this packing job seem like a walk in the park.
The kicker is, when I asked about the condition of the box itself, he states:
"Oddly enough I received the box intact without any noticable dings or dents. The only thing I can think of is if something very heavy was placed on top of it crushing that one delicate arm because your packing was impecable."
I'm not sure if I'm getting shafted, or if indeed 2 miracles took place with this one parcel?
Miracle #1. The shipping timeframe
Miracle #2. The box arrives unscathed, but the item inside that was double boxed is broken.
posted on July 2, 2001 07:28:59 PM
The only similarity I see between his pic and yours is the color! Where are the rest of the "broken" pieces? I would be tempted to have him ship it back. Alot of money involved? Also, I have shipped via parcel post to Canada, and received via parcel post from Canada....NEVER in a week or less has it arrived! I would proceed with caution as far as sending money back.....
posted on July 2, 2001 07:36:12 PM
The more I look at the pics, the more convinced I become it isn't your piece! Look how flat his lays down. Your piece that appears similar, (at the top) is curved at the top, so how could it lay so flat? Your piece appears translucent, while his does not. I would insist that he send it back for further examination! BTW, it is gorgeous!
posted on July 2, 2001 07:36:31 PM
As another Canadian, I can confirm someone is dreaming on the arrival date of the parcel. Was that the closest colored shard of glass he could come up with? Smells to high heaven methinks.....
posted on July 2, 2001 07:57:23 PM
Gee...you would think that if this buyer was going to pull a "switch" he would at least wait a believable length of time.
This is what I would do.... I would send him a message and ask if the heavy green wrapping paper was ripped or torn when the parcel arrived. (I am assuming of course, there is no wrapping paper). If he sends back a message saying it was intact, you know he hasn't gotten the parcel and he is lying through his teeth. If he sends a message and says what wrapping paper?? Oh please forgive me, I am confused, I only wrap parcels that are mailed in Canada.
This may give you a clue about the situation but won't solve it. This seems to be no win no matter what you do.... You can grit your teeth, send the refund, and move on. Or draw the line and wait for the item to be returned and maybe take a neg.
posted on July 2, 2001 08:03:11 PM
And if necessary say that you will send his refund upon your receipt of ALL the pieces "so that I may check my identifying mark".
(Invisible black light markings are recommended on all breakable items, don'cha know.)
I don't think we have had a surface parcel arrive to Florida that quickly either.
It is really difficult to tell from his picture if it is the same piece. I turned his and added it to the pic of your piece and even though it is smaller, it should be more curved I would think? Unless he took it from another angle?
I would ask for better pictures and preferably one of the whole piece.
posted on July 2, 2001 08:07:35 PM
I dont ask buyer to return Items when they claim they are broken but I do require a Picture Of the package clearly showing my Label and all the Contents of the package.
It would be very hard by the picture you were sent to Judge if its your Item or a part of it or not.
By the way I have sent packages to canada media Rate and some time they arrive in three to four days so shipping time is not a good way to judge things.
posted on July 2, 2001 08:11:58 PM
Reddeer, look at the pic he sent. Ya notice how the bottom of the piece looks much lighter...like clear glass? Your pic shows the piece to be BLUE there, no question. I don't think this thing is even the same shape. It is longer and narrower than what I see in your pic (and that's not even getting into it about the curve that is not showing in his pic...guess that could be due to the angle he took the pic at, but...).
Yumacoot suggested that the broken piece does not look transparent. Yeah, but that smaller piece of broken glass does. Weird.
I agree, this stinks. I think the suggestion to see ALL the parts is a good one.
posted on July 2, 2001 08:25:54 PM
As a former shipping manager and pack-and-ship store owner, I can tell you that it is entirely possible this individual received the piece within a few days. Mail speed is very dependent on volume. This time of year parcel volumes go way down because so many people are vacationing. Consequently, a package that takes four weeks to arrive in December might take just a few days in mid-summer.
In terms of the box arriving undamaged with broken contents, I have also seen this happen on several occasions. Usually, this occurs when the inner box is packed with a little room for movement. That little bit of extra space is just enough to allow a fragile piece to break as it is thrown (yes, the packages are really thrown) twenty to thirty times by the shipping carrier.
Finally, as an eBay seller, I would not, even consider a refund without the customer returning the item. Even though I suspect your customer is telling the truth, it is only good business practice to require the item be returned. Most mail order companies require this, so should you.
posted on July 2, 2001 08:30:08 PM
Neil, having received parcel from you I can attest as to your packing, and to these old eyes this sure does not bear even a close resemblance to that item shipped. It looks fragile but this company glass is extremely strong, Makes one wonder how long he or she has been waiting for something of value to come along that could be switched maybe. Why would they not have sent a full picture since they obviously have a camera. That picture Shani??? took was great camera work, congrates are in order to her I am athinking. Eh?????
For heavens sake email the name so I can add it to my blocked list will you?
Joyce
I tried sizing them somewhat the same and it still doesn't look quite like the same piece. This is the longest point as the others are definitely more curved.
posted on July 2, 2001 08:32:29 PM
His pictured item does not even look remotely close to the same thing as you sold??? IMHO............the material in his looks totally different...I think they are pulling a fast one.......I definitely would want to see the rest of it.....a good idea to have him ship the whole thing back...bet you won't hear from them again if push comes to shove....just my experience talking here but I have had a few similar experiences in the past and when I pushed to see the whole thing the bidder melted away into the woodwork....Makes you think that they pull this a lot and if it works....... fine...... and if not, they are on to the next seller. Good luck!!!
Not Minx on Ebay!
posted on July 2, 2001 08:42:38 PM
Neil, I just noticed that the image of the broken piece of glass has a very defined color line where the blue ends and clear glass begins. The only kind of glass I know of that could look like this, even with a stretch of the imagination is cased glass. Correct me but your piece looks to be free form and blown, and if it is the glass itself is blue. The broken piece looks to have some sort of blue "coating" on clear glass. The evidence is mounting quickly.
posted on July 2, 2001 08:49:00 PM
Hi reddeer,
Great title, came along when I needed a laugh since I just got a neg from a bidder on an auction that was less than 24 hours old!
Anyway, the only legit thing I can think of is that he confused you with another seller and piece. And I think we can "file that under never" (Don't know if you have that commercial up there! )
The first contact I would have with this bidder is to play somewhat confused.
Ask for a photo of the whole piece. Why this was not done in the first place leads one to think the worst.
If he/she can't provide photos that you trust, then I would have to ask them to return the whole thing to me, then I will refund. True, you pay for the return, but at least you get the satisfaction that they do not have your money and your item.
If they for some reason refuse to return it to you, then I would take the neg and reply to it that "buyer was unwilling to provide proof it was my item" or something along that nature. That is a lot of money for a seller to be shafted out of. If I was a legit buyer I would be willing to do all I could to get my money back.
posted on July 2, 2001 09:01:09 PM
Thanks all! I really appreciate the advice & comments by all.
Susan, that was something I noticed, "defined color line where the blue ends and clear glass begins." In this piece, that just can't be so. Yes it is indeed free form and blown, and the glass is blue, with a clear base.
Shaani ..... Thanks for tweaking the pics for me, it just doesn't look right to me either, no matter how I look at it.
It appears I somehow made a mistake on feedback left, he's left 43 feedback thus far. I'll go back & edit my initial post.
I'm waiting to see the Canada Post stamp, and a full pic of the item, with all broken pieces. I think at this point I'll also ask him to return the item.
Oh and Joyce, once I confirm what's what, I'll send his user ID to you.
I'm well aware of how seasonl swings can make a BIG difference in shipping time frames, but in this case I honestly believe it's too good to be true. That would be record time from here to "any" State in the US, let alone one that's at the furthest point away from where I live. I've shipped several hundred items from Canada to the US, during all times of the season, and I've never had a parcel sent via Surface Post arrive that fast.
Just to give you an example of just how fast this parcel moved.......
THE fastest method of shipping from Canada to the US, using Canada Post, is called Xpresspost USA. From AB to FL the timeframe is 6 "working" days. Canada Post would have considered June 25th, day 1. Which means it would have arrived on day 6, which was today.
Trust me, if this parcel did indeed get delivered in FL today, this was an all time record for Surface Post.
As far as the breakage, it's possible that it may have shifted & snapped, but again, not very probable.
I'm not saying this buyer is attempting to screw me, but it sure feels like it.
I'll update the saga when & if the buyer responds to my last request.
posted on July 2, 2001 09:29:38 PM
MrsSantaClaus - that's one of the best tips I've ever read. Thank you!
If I close one eye and squint at the monitor with the other from about 3ft away, then, it VAGUELY looks like your piece but I'm left wondering what happened to the rest of it.
I'll bet the buyer didn't even kiss you first either....
posted on July 2, 2001 10:23:00 PM
Latest update ...............
As shocked as I am to report this, the buyer did indeed receive this parcel today, and he has the scan of the top of the parcel to prove it. Pretty hard to argue with my own signature on the Customs label.
One more pic and this buyer is home free and will receive a full refund including shipping.
Damn, looks like I'll never get to "button hole" status around here.
posted on July 2, 2001 10:30:12 PM
Neil hold on and do a look see at the other pieces he/she has bought especially the chalet glass. Couple of other pieces bear looking at. Who knows maybe those other sellers do as you do and leave feedback when payment is received.
That is some fast shipping maybe I should cease using Airmail or express on my boxes
Joyce
I've already done that, and heard back from one of his other Canuck sellers.
No problems reported, and no pieces quite like mine. So far he seems like an honest person, and most likely just has a pizz poor camera/scanner. I'm waiting for the final pic with "all" pieces included in the pic.
Once I get that, he's free as a bird.
No kidding on the shipping, I'm totally blown away on how fast it arrived with Surface Post.
posted on July 2, 2001 10:46:56 PM
BTW - I'm shipping an identical piece to GA, boxed along with another huge honking piece of Chalet. I can't wait to hear how that shipment turns out! LOL Stay tuned!
P.S. I really wish my bidder in B.C. would win some of these pieces, it would make life soooo much easier.
posted on July 2, 2001 10:56:21 PM
Red......make him return the whole thing.......
If it truly is broken he wont want it any way..
and if it is not broken... and return it with some self infected damage
he wont end up with a full refund
and the piece...and I if he is lying to you about the damgae..He might not return it...
And if it is actually damaged in the post..He just my for get to send it
back and or think it’s to much trouble
and forget the whole thing..
posted on July 2, 2001 11:06:57 PM
You would NEVER do that, now would you, I mean put two pieces of Chalet in one shipment. One thing, no one would be able to throw that box around too much.
By the way hope you had a lovely Canada Day. Weather was marvelous here in Ontario.
.......the material in his looks totally different...I think they are pulling a fast one.......I definitely would want to see the rest of it.....a good idea to have him ship the whole thing back...bet you won't hear from them again if push comes to shove....just my experience talking here but I have had a few similar experiences in the past and when I pushed to see the whole thing the bidder melted away into the woodwork....Makes you think that they pull this a lot and if it works....... fine...... and if not, they are on to the next seller. Good luck!!!
