posted on October 22, 2001 07:53:14 PM new
I spend most of my time here lurking but I am in need of some advice.
I am seller of quality new and used clothing. I have a loyal following, many many repeat customers. Occasionally I buy for my own children - and yes, I have a separate ID for each activity.
I won 3 auctions recently from one of my regular buyers. She has just started selling and these auctions were among her first. There were no images but reasonable descriptions and each auction had a line guaranteeing quality would match description. Even though I bid under a separate ID, she still knows it's me, her favorite seller she's dealing with.
So the items arrive and while some are OK, there are others that definitely do NOT match the description. Two pairs of shorts that are described as "in great condition with minor wash fade only" - one has a large glue stain on one leg, the other has ink stains on the side pocket. A lace top that is described as "in excellent condition and very dressy" has runs in the lace work, a hole in the back hem and a stain on the front.
Now I know there are always risks involved in buying sight unseen and that was a chance I was more than willing to take. I understand that sometimes when listing, faults get missed. Approximately half the items I received match their descriptions and I am happy with them.
But how do I broach this with her without offending her? I want to emphasise that I am NOT looking for a refund or other compensation. I just want to find a way to
save her some potential problems with other, perhaps less forgiving buyers. Or can I not do this without embarassing her and alienating her business?
posted on October 22, 2001 07:56:37 PM new
If you want to continue your relationship with her, resell the stuff or donate it to charity. I wouldn't even mention the flaws, she knew they were there. Kind of hard to miss runs in lace, a hole and a stain!
posted on October 22, 2001 08:05:26 PM new
Hi Kim,
You said, [i]I just want to find a way to
save her some potential problems with other, perhaps less forgiving buyers.[/i]
I would personally let it go. If you're not interested in returning them or trying for a refund, it isn't worth bringing it up and ruining a good customer relationship. I'm a non-confrontational type of person, myself, so that's why I'd let it go. You may be opening up a can of worms you don't want or need.
posted on October 22, 2001 08:37:58 PM new
If you nicely tell her that 1/2 the items are not as described she may get angry and you will lose her as a customer.
But if you remain silent she might think that if you, an experienced seller, find this acceptable probably everyone else will also.
Then when someone else complains she may come whining back to you because you didn't warn her that people were fussy and she may blame you.
Would she have accepted clothing like this from you if she was the bidder? I doubt it.
Maybe let her know that you are okay with the purchase but warn her about those pesky annoying buyers who are looking for perfect items and that it is best to note each tiny defect.
posted on October 22, 2001 09:58:01 PM new
Hi jmho2 & nefish,
Thank you both for your input. My first instinct was to let it go but I've been having second thoughts for the exact reason that kiara mentioned - as a buyer, she wouldn't be happy with these purchases either.
kiara,
Thank you also for your suggestions. The last thing I want to do is lose this customer. She buys often (she's high bidder on 4 of my current auctions), she bids high and pays promptly and we all know hard bidders like that can be to find! I'll think a little more about it overnight and maybe downplay the problems a little so I don't scare her off.
posted on October 22, 2001 11:34:04 PM new
Why not email her, let her know that you realize she is new to selling and that you would be willing to give her a few pointers if she wants. If she says yes, then you can explain that she needs to be very compulsive about noting any defects in her auctions -and you can also send her over here to AW for more friendly advice!
[ edited by BlondeSense on Oct 22, 2001 11:35 PM ]
posted on October 23, 2001 05:01:02 AM new
Some people are extremely sensitive. How many people like to receive criticism of any kind, even if it's constructive? You never know how someone will take it, no matter how well phrased it might be, especially over an impersonal medium like email.
I'm sure all of us wait with eager anticipation for that email containing unsolicited advice about our business practices!
posted on October 23, 2001 05:52:19 AM newI'm sure all of us wait with eager anticipation for that email containing unsolicited advice about our business practices!
Heck, it doesn't have to be unsolicited!
I've helped several sellers (former customers) get started & been pleased to watch them grow. Fortunately, we sell in similar areas but don't cross lines too often.
One emailed me all hot because a customer was complaining about her only shipping books via priority & how should she respond.
I penned a composed response for her to send the customer but did take the opportunity to tell her that she might want to consider lower cost alternatives to priority for shipping books & to consider she might be costing herself customers because of the high cost of shipping. She wasn't initially overly thrilled about it but she did end up eventually adding the option to her sales.
Sometimes you just have to wait for them to ask advice & quietly point out where they can make things better or different.
posted on October 23, 2001 09:50:16 PM new
Thank you all for your help
I contacted my Seller this morning to let her know the clothes had arrived (I didn't mention the faults though). I told her I'd be happy to offer any help I could and if she wanted, I'd be more than willing to put together some basic tips & tricks for her. I heard back not long ago and she's thrilled with the idea!
And I will be sending her over here to AW - but not until after my thread drops away again!
I love this place - I can always guarantee I'll get the information I need!
posted on October 23, 2001 10:04:26 PM new
Ask the mods to lock it and it will slowly fall the bottom of the lists and then you are guaranteed to have her miss this thread!
