topic Re: Are buyers becoming too picky? in Selling

Are buyers becoming too picky?

silly_wallaby — Tue, 28 May 2013 09:59:49 GMT

Forgive this long post. I'm a bit upset tonight. Maybe I've just been having a bad run of luck, but I've noticed a lot of my buyers have become unreasonably picky.

I mostly sell second-hand clothing and all my stuff is in excellent condition...or great condition with a bit of pilling or wear (that I mention in the listing, of course). I would never sell anything that I wouldn't be happy to receive myself. But lately, there have been a lot of buyers who seem to buy my items expecting them to be in brand new condition.

I haven't changed how I list or changed the quality of my items, so why have these buyers suddenly come out of the woodwork? I'm getting tired of constantly apologizing and refunding people who are disappointed that the items aren't in brand new or as-new condition, or they complain because something is starting to pill or because something has a mark on it (even though I mention these things in the listing).

Don't even get me started on people who leave negative feedback without contacting me. I recently received a negative because a buyer was upset that the dress I sent them was black instead of dark purple...even though the picture and description made it clear that the dress was black.

Do people just not read listing descriptions anymore???

It's just so frustrating. I'm starting to get a bit disillusioned with ebay. My sales haven't been great this year, so it's disheartening to receive so many complaints in such a short amount of time. I can't help but wonder if the influx of international sellers who sell clothing brand-new-with-tags have given buyers unreasonable expectations when it comes to buying clothing on ebay. 😞

Re: Are buyers becoming too picky?

foxette-in-sox — Tue, 28 May 2013 10:05:42 GMT

JMO but NEVER EVER EVER sell items with pilling-those shaver/fluff removers would cause a person to get arthritis just looking at them :_|

As no one can see your listings,no help can be given except hugs sorry (((())))

Re: Are buyers becoming too picky?

*sparklz* — Tue, 28 May 2013 10:06:04 GMT

Do you refund before they return the items?

Never refund till you have the item back in the condition it was sent.

And if they open disputes make sure you put in detail why you claim the item is as described and when you get it back call paypal and tell them the item is as described and the buyer has lied to get the refund.

And fight them when you are in the right to get your money back.

Often telling them you will take it to the financial ombudsmen will see you getting your money back.

If more sellers did this they might not refund the buyers so easily.

Re: Are buyers becoming too picky?

jameshouseofstyle — Tue, 28 May 2013 10:53:50 GMT

Hi wallby - maybe you just had a spate of things come all together - it's not like that all time.

But we have only quite realized how picky people on Ebay are (we always knew that, knowing what they complained about - usually nothing worthwhile) since we opened a store and were able to compare first hand number and nature of complaints between the two.

So far: store - 0 (after about 970 sales, store is only new, opened about 6weeks ago

Ebay - not many, admittedly, but they were all about nothing, all demanded some sort of pay back, when it was refused and suggested they go through PP if they feel that they deserve anything - they must have changed their minds as we never hear anything further.

The difference must be the constant threat of f/back on Ebay, with buyers thinking that is the ultimate weapon they have to"get things out of sellers, to get their own way" - as there is really no difference in quality of merchandise, nor descriptions, nor pictures, nor any other info required to help any/all buyer (s).

The neg you received wrongfully for the colour of the dress will be removed if you ring Ebay.

Re: Are buyers becoming too picky?

jubee5 — Tue, 28 May 2013 11:13:30 GMT

two things really........facebook and gumtree

Re: Are buyers becoming too picky?

i-once-was-bump — Tue, 28 May 2013 13:27:20 GMT

jhos surely the buyers in a shop should be happy because they can see and feel the item whereas buying on ebay they don't get to see the item until it is delivered.

I have bought velvet items and have been disappointed with the quality of the fabric and had I seen and felt the item would never have purchased but I just kept the item because quality of a fabric is so hard to describe in a listing.

Another buyer might return the velvet items to get refunds but to me buying online involves some risk taking so I accept the goods and leave +ve feedback.

Re: Are buyers becoming too picky?

the-kazbar — Tue, 28 May 2013 18:57:15 GMT

Buyers on ebay demand the lowest prices and the highest levels of service. They want the best but don't want to pay anything for it.

That is the way ebay has trained them to be.

You need to set yourself a return/refund policy and stick to it.

Re: Are buyers becoming too picky?

jameshouseofstyle — Tue, 28 May 2013 19:43:49 GMT

bump, sorry, I didn't mean a real B&M store, I meant it's a web site store.

And kazbar, I don't think it's anything much wrong with demanding the best service, anywhere, I probably do it myself (love the stores where you can sit down, be offered a drink and several people attend to you).

After all service is still no. 1 factor in retail customer satisfaction, something that your customers remember long after they have forgotten what they bought, the actual item is secondary, if not even lover ranking.

What I found as a glaring difference between Ebay customers and the other non Ebay internet shoppers is the attitude, and as much as I never took any notice before I am convinced now you are right, that Ebay has something to do with it!

But at the same time I must say that we have found Ebay to go to great length (more than expected) to help whit rude people, people who think they have got you over the barell with their pathetic threats of bad f/back, people who blatantly lie, people who complain about non existant "faults" - that sort of thing.

All I am saying is that all of the components of such bad behavior seem to be non - existant on non Ebay web sites.

And we still think - even on Ebay - if you are right and you know you are right - stick to your guns - you'll not be any less right just because someone else is trying their damnest to prove otherwise.

And to think that anyone (this refers to whingers) is prepared to "work" that hard just for a few dollars in any potential gain is even more amazing!

Re: Are buyers becoming too picky?

janeababe — Wed, 29 May 2013 07:43:06 GMT

well, as a buyer of clothing items at times, I was disappointed to receive a pair of jeans advertised as NWOT Black denim jeans. UhNaHuh! What they really were, was faded grey denim used jeans that had pilling/fluff inside both pockets. 😞

I immediately emailed the seller and *complained * about her description. She rewsponded that she didnt realise they had been washed as she hadnt looked inside the pockets. I seeked a part refund and got it.

I did leave positive feedback, as she refunded immediately without hesitation.

Its NOT always the buyers fault you know! 😉

Re: Are buyers becoming too picky?

Anonymous — Wed, 29 May 2013 07:54:28 GMT

jeanbabe - your post has nothing to do with the OP questions.

Not even close.

Re: Are buyers becoming too picky?

foxette-in-sox — Wed, 29 May 2013 08:01:09 GMT

jeanbabe - your post has nothing to do with the OP questions.

Not even close.

Of course Jane's post is relevant & this IS a discussion board.

Re: Are buyers becoming too picky?

phorum_junkie* — Wed, 29 May 2013 08:41:35 GMT

I sometimes sell clothing items that have pilling, stains and even holes however I make a selling feature of the faults: Why go to the bother of wrecking your good clothes when you can buy them already trashed 😉 I stress the faults but say they still have plenty of wear left in them so good for yard work or dirty jobs. You would be surprised how much they sold for!

I don't think buyers are becoming too picky, I think they are becoming more discerning and if something is sold as in excellent condition then that is what they should receive. If there is a tiny fault then I downgrade the description to very good with ????? and so on down to completely trashed :^O

It is far better to overplay even the smallest of faults so that the buyer gets something better than they expect, not worse.

Re: Are buyers becoming too picky?

wishuponastarcelebrationsandgifts — Wed, 29 May 2013 10:52:11 GMT

I'm sorry to hear that you have been having so many complaints of late. It is disheartening.

I don't sell clothing and only sell items that are brand new in the pack so I must say up front I cannot offer anything constructive in terms of understanding buyer's expectations with regards to used clothing.

Many years ago I sold some clothing that had been in my wardrobe for some time on ebay. I was astounded at the prices at both ends of the spectrum. I sold a brand new with tags designer label silk dress that cost in excess of $600 for $20. At the same time I sold a used dress I had bought from a market for about $50 for $40 or so. There seemed to be no rhyme or reason to bidding on these items.

I too have an online business like JHOS and have never received a single complaint from any of my customers. I don't receive many on ebay either but have come across some buyers that are trying to get something for nothing or have unreasonable expectations eg. Emailing to complain why they haven't received their item by 10am when they only paid for it the night before. It is understandable that by its very nature ebay would attract some of these "fussy" buyers.

I agree with PJ's sentiments regarding listings. I include facts e.g measurements etc and will also tend to highlight any potential negatives rather than highlight the positives (if that makes sense). I would rather have a few less sales to customers that leave feedback saying the item is better than described, than have a few more sales but have to deal with complaints.

I hope things improve for you.

Re: Are buyers becoming too picky?

jameshouseofstyle — Wed, 29 May 2013 11:18:22 GMT

Hi phorum and wish - so true everything you said, but I think the debate here is not about reasonable people who will recognise all that, we were talking about those who are the ONLY ones who see something - no one else does - and make all sorts of demands and threats.

Another words, this is so much more characteristic for Ebay than any other site.

It doesn't matter what you say in the listing, those who want to whinge will find something - even if al lthey have is either non existant and totally fabricated or "I expected something much better/bigger/colour is not the same" Colour is the same of course but not on your monitor.

Somehow or other - with people like that none of us can do "proper" listings, we deliberatelly not disclose things in order to cheat, "I feel I would have said it like this or like that"

on the end - for the 10th time you keep resending the same message asking "what is wrong with it" - and then you don't hear from them again!

We also hear how we are such crooks "that you ought to be deported, the lot of you!"

"Australia doesn't need low life like that!"

Then, in desperation we say to the something funnt, thinking we'll cheer them up - but that doesn't work either - by then they are foaming at the mouth - and all you can tell them is that you are mighty glad you are nowhere within their reach!

Re: Are buyers becoming too picky?

wishuponastarcelebrationsandgifts — Wed, 29 May 2013 11:45:34 GMT

JHOS as a fellow seller I have come across many buyers that are completely unreasonable. I completely understand where you are coming from.

I guess my point regarding downplaying items was a strategic one as well. If you come across an unscrupulous buyer that is essentially eluding to the fact that they will leave a neg if they don't get a partial refund/ freebie etc that is not warranted, you may be better placed to protect yourself if they leave feedback complaining about the fault in that ebay may remove it.

As was said it is also impossible to make as informed a decision online versus seeing and feeling an item. Some buyers don't take this into account at all. I would suspect every seller has heard complaints along the lines of "smaller than expected" even when the measurements are in the listing. I have bought items online that are not of the quality I expected or hoped for, but at the end of the day if the seller has described the item in a factual manner then I just accept it as a risk with online buying. Some people just don't view it that way.

Re: Are buyers becoming too picky?

digital*ghost — Wed, 29 May 2013 12:22:22 GMT

Don't even get me started on people who leave negative feedback without contacting me. I recently received a negative because a buyer was upset that the dress I sent them was black instead of dark purple...even though the picture and description made it clear that the dress was black.

Do people just not read listing descriptions anymore???

I had exactly the same experience a little over a year ago. A black item of clothing, black in the title, item specifics and description. The buyer purchased, then contacted me the next day saying they'll pay next week, which they did. Cut to two weeks later and I've got a neg because it was black and not purple. The FB indicated the buyer read the title and description, but decided the photos looked more purple. They didn't even bother to double-check with me either before purchase or when they sent the message about payment, just left a neg.

It was removed within 24 hours though, and I now make sure photos of black items can't be mistaken for any other colour. It's kind of like Newtons law in reverse - buyer has a reaction and sellers generally take action - individually and across the board - which in a way perhaps ultimately makes it easy for some buyers to feel they don't have to take as much responsibility for their purchase decisions as they do elsewhere online - where there is usually (and interestingly) far less information to base those decisions on.

Personally, my basic philosophy is that I will pay for my mistakes, and accommodate those made by my buyers - if the complaint has to do with something mentioned in the listing, I'll accept a return within a reasonable time, but I wouldn't give any compensation for keeping exactly what they bought. 😉

Re: Are buyers becoming too picky?

lane-ends — Wed, 29 May 2013 13:55:56 GMT

I also sell second clothing items. You will often find that if something doesn't fit right, or otherwise not what they want, they will go the item not as described route. I offer an any reason returns option, buyer pays return. This takes a lot out of the trend to go INR. Many request return I say no worries any reason return at buyers cost, and most then cant be bothered and i hear no more.

The thing is you are open, honest and amenable, less arguments and less chance of bad fb. Its second hand so if it comes back its no big loss, and it makes buyers more comfortable buying, so you make more additional sales than returns. Not to mention less disputes.

I would also tend not to list things with obvious faults, even if well described. Rijks being overlooked, risks poor feedback. All for lower sale price. Not worth it

Re: Are buyers becoming too picky?

lane-ends — Wed, 29 May 2013 13:59:15 GMT

I had exactly the same experience a little over a year ago. A black item of clothing, black in the title, item specifics and description. The buyer purchased, then contacted me the next day saying they'll pay next week, which they did. Cut to two weeks later and I've got a neg because it was black and not purple. The FB indicated the buyer read the title and description, but decided the photos looked more purple. They didn't even bother to double-check with me either before purchase or when they sent the message about payment, just left a neg.

It was removed within 24 hours though, and I now make sure photos of black items can't be mistaken for any other colour. It's kind of like Newtons law in reverse - buyer has a reaction and sellers generally take action - individually and across the board - which in a way perhaps ultimately makes it easy for some buyers to feel they don't have to take as much responsibility for their purchase decisions as they do elsewhere online - where there is usually (and interestingly) far less information to base those decisions on.

Personally, my basic philosophy is that I will pay for my mistakes, and accommodate those made by my buyers - if the complaint has to do with something mentioned in the listing, I'll accept a return within a reasonable time, but I wouldn't give any compensation for keeping exactly what they bought. 😉

Smart phone buyers see title, gallery pic (obviously not monitor size), description box. Then often do not open full descripion

Re: Are buyers becoming too picky?

digital*ghost — Wed, 29 May 2013 14:29:06 GMT

Smart phone buyers see title, gallery pic (obviously not monitor size), description box. Then often do not open full descripion

I know, but that is their mistake, and they won't get partial refunds from me for making it.

Re: Are buyers becoming too picky?

patnlloyd2012 — Tue, 20 Oct 2015 14:17:41 GMT

I'm going through the same thing! I sell nice pre-owned items like new for cheap and people still complain. The latest complaint was a small burn mark on a $400 jacket that I sold for $70. They gave me negative feedback because the burn mark under the cuff in the description was more noticeable than slightly noticeable. I literally can't deal with these buyers. It's becoming ridiculous.