posted on July 22, 2013 05:50:37 PM new
I have sold some furniture feet I acquired from an upholstery shop going out of business over the last 6 months. Finally sold the last set over the weekend. I go to pack the set and discover a scratch on one of the feet. The scratch isn't significant, but it is there and was likely caused by a bolt on another foot that rubbed against it in the box.
So, I touch it up, take a photo and send the pic to the buyer with the following offer:
Refund and cancel the transaction
or
Issue a $5 refund and continue with shipment.
The buyer counters my offer. She wants the feet, the $5 refund, and a guarantee that she can return them if the scratch is visible after they install it on their chair. Shipping is over $13 because they are quite heavy and big. She would cover return shipping.
With the $5 credit the total cost is $40, but she expects me to guarantee them like that.
I declined her offer, as I don't want her to "use them" then return them after having them for awhile. Is that unreasonable?
posted on July 22, 2013 08:08:53 PM new
Well....I would not have declined her Offer but that's just me.
The way I look at it, you had a Buyer so why not work with her a little more. I can understand her concern that the scratch may be more visible than she can live with. Highly unlikely but some folks are ultra fussy.
If it were me...I would have put a time limit on her 'preview'. She could see how they looked as soon as they were installed and so I would maybe have given her 5 days after she received them to contact you and let you know whether they were suitable.
posted on July 23, 2013 04:50:06 AM new
This is another case of something you should have realized long before this: The amount of aggravation, hand-holding, and tiresome demands required for the sale are inversely proportional to the price.
Would write more, but have to dig out an item and take an additional measurement that, unless she is having a custom fitted case built for this creamer in advance of purchase, can have no earthly use. I am only doing it so I can ask her WTF she needs it for.
posted on July 23, 2013 06:27:37 AM new
..It depends on how badly you want to rid your merchandise...
And then there are times when you are better off tossing the item in a dumpster, rather than have these "customers" suck the life out of you drop by drop.
His customer had already set off the warning bells, and I would see a %90 chance of "discount or chargeback extortion" if he agreed to the sale terms.
And at least he saved additional grief for whoever would have had the "joy" of working on her furniture project for her.
[ edited by Damariscotta on Jul 23, 2013 06:28 AM ]
posted on July 23, 2013 08:39:35 AM new
After I declined the offer, she wants to know if I can discount the item even further. I don't see this ending well... unless I cave to every demand, before and after she receives it or I can find a replacement.
I am heading out to a liquidator who also had some of these a few months back. I hope they have them still. That will resolve the issue completely.
As for foreseeing this problem, I hope that was sarcasm.
I hand picked each and every piece to make sure there wasn't damage. I can only assume that the damage happened while it was stored and the hanger bolt on one leg rubbed against the wood. The scratch is about the size of a half of a dime. The side is about 12 square inches and it likely won't be seen, but in respect to the buyer I contacted her before I shipped it. Because the leg is square, it does need to be squared to her chair, so it has to be turned at least 90 degrees in order for it to be square to the chair.
It happens, and unfortunately this was the very last set I had in stock of these. We'll see what I find shortly.
posted on July 23, 2013 08:55:27 AM new
there is a bigger picture,people are short on fund,so they come to bottomfish on Ebay,but they want what they want from the retail stores they cant afford or willing to pay.
what is that saying-champagne taste on a shoestring budget !
It is all about money and not enough of it!
[ edited by lostmymojo on Jul 23, 2013 08:59 AM ]
posted on July 23, 2013 09:13:53 AM new
...As for foreseeing this problem, I hope that was sarcasm...
My comment was general, not specific to this situation: whether on-line or B&M, the PITA customers will require the most attention while spending the least.
Making a trip to the liquidator? I would do that for a good customer, but why on earth would you want to encourage this one?
...It is all about money and not enough of it! ..
No, I have been in this business for many years. It is a habit/game/hobby these people like, and some of the ones who spend the most time bottom fishing and haggling have much more disposable income than you can even imagine having.
$45 purchase including shipping which costs $13, plus my fees. A $5 refund is about 20% off for the small amount of wear.
Go to Best Buy, Sears, etc and you'll be lucky to get 15% off on open box, missing parts, damaged etc. and very often As-Is.
Here is my concern. She gets the item, then starts in again about "I didn't realize it was this bad (which it isn't), or "There are other 'flaws' I wasn't aware of."
-------------
My item description states the following:
Condition: These are new, old stock legs. They have never been used. No cracks or other structural damage. You should expect your leg to have natural imperfections expected from wood including ocassional knots, imperfect wood grains, and some minor wear from shifting during storage.
--------------
I think the one leg is still minor wear, but not as insignificant as my intention in the listing description - meaning, I overcompensate for flaws.
posted on July 23, 2013 10:01:06 AM new
If I were your buyer,I would just accept the flaw and not return it,after a few months,there may just be more scratches from moving it around or knocking against other chairs or sweeper.
posted on July 23, 2013 10:02:51 AM new
Just as I got the item out to make additional measurements, I received this:
Sorry one last question. The color of the jug as pictured looks great for my purposes, but you made me a little nervous by mentioning taupe. If it is taupe, it will not work on any piece of furniture I have, esp. my New England Tiger Maple and lighter colored cherry pieces.
My response:
I realize that it is a leap of faith to purchase on-line, but where you seem to have some very specific needs, it might be best for you to find an item locally, so that you can more fully evaluate it.
Thank you for your interest,
(BTW, this is a 6" high pitcher - on sale $50 including shipping)
posted on July 23, 2013 11:32:12 AM new
Damara..., you are right on target. We have mentioned before on these threads that the "customer" that rattles the chain the most buys the least.
To those overly fussy buyers I always suggest they purchase in person & them block them.
posted on July 23, 2013 01:11:29 PM new
Just got back and they had some left. Whew! I also bought a few more and some other things we needed.
I just printed the label, and sent her a message telling her I was able to get some more and replace the damaged one.
My girlfriend just said, "I bet she emails us and says she'll take the damaged one for the $5.00 discount."
That was pretty funny. Too late now that the package is in the mail.
As for color issues, I used to include text in my disclaimer (just checked and don't see it anymore, but I think I will add it again). Our iMac is color calibrated to depict accurate color representation. If their monitor is even slightly off, many colors may not represent properly.
Our script read, "We are not responsible for variations in color representation. Our monitor is calibrated to represent color accurately. We cannot guarantee that your monitor will properly represent color the same as ours. Please contact us with any questions."
[ edited by shagmidmod on Jul 23, 2013 01:13 PM ]
