when you feel let down by a transaction with a 100% fb seller

[chezzy]

Let's say you receive something that arrives damaged due to packaging or item has prior damage/flaws that

was not disclosed in listing.

How do you deal with it? Especially if other parts of the transaction were great (eg fast despatch, friendly seller etc)

1) suck it up

2) say something to the seller

3) mention something in the feedback - or not leave feedback at all?

Some scenarios I have experienced, in all cases sellers had glowing 100% positive feedback and lots of it:

- paper item (collectible) has some pressure marks/creases and foxing. Flaws not mentioned in listing, option to

return item but declined as it is difficult to find a replacement and uneconomical/nuisance to return

- a collectible that arrived from overseas, its display box damaged but contents fine. Item no longer in 'original'

condition though now that box is damaged

- an item that arrives quickly and well packed but arrives smelling of smoke so will need plenty of

airing and cleaning. No mention of smoke smell in listing and I did not think to even ask!

I always find these situations tricky. A couple of times I have been offered partial refunds and I'd mention this in feedback.

Other times I bring the matter to the seller's attention, mostly they are apologetic but how to word feedback?? What will leaving 'honest' feedback achieve, what will NOT leaving feedback achieve?

Interested in other buyer's approaches to similar situations.

[chezzy]

Forgot to mention that in the examples given the items had been described as new/like new/excellent condition etc

with no mention of any flaws

[arlottstreetstation]

As a Seller I applaud you for at least contacting the Seller first & allowing them to try to make good.

I don't know about the Items with pressure marks or arriving smelling of smoke, but I can definitely say that maybe the ones with obvious damage to boxes etc may not be their fault. In my experience Postal & Freight Companies are atrocious & should be held more accountable by Law. I've often thought that even a 1 metre thick padding inside a welded steel box wouldn't protect some items sent by Post... I've tried just about everything within reason & still my items arrived damaged or broken.

Thankfully a lot of my Buyers are like you & give me a chance to make things right & I appreciate that.

So I guess what I'm trying to say is: If the Seller goes out of their way to help, even though the problem wasn't caused by them, then they still deserve good Feedback. Only when they won't help, or ignore you altogether, is when they deserve a Neg.

[lane-ends]

Everyone makes mistakes, what they do about it is telling. So a feedback that states there was a problem with the item but seller quickly addressed it is not bad feedback for a seller. It is in fact the best feedback as all potential buyers want to know is what happens if something does go wrong.

So I would suggest you firstly contact seller. Then leave fb stating factually there was an issue and whether seller did or did not help.

Do not do anything before contacting seller.

It is not easty to keep 100% fb  over many transactions without bending over backwards to help buyer satisfaction.

[chameleon54]

One of the problems I have as a seller is auction items that sell for many times what I expect. I recently purchased a vintage tractor part for $2. I listed it on ebay with a $9.95 start expecting it to sell for $15-$20. I gave a reasonable description and a few photos, but didnt go overboard as it was a cheapish item. It ended up selling for $270 to a collector in England. ( with $30 postage ).

If I had thought it would sell for anything like that, I would have spent much more time giving a detailed description of every small fault as there where a few minor issues I didnt worry about mentioning. It was after all a seventy year old second hand tractor part.

Luckily the buyer was delighted and it all ended well.

I have purchased collectables in similar circumstances from people who have no idea what they have. I paid over $500 for an antique book once. It was missing a plate, but the seller had no experience in antique books and genuinely didnt know. I just let it slide as it wasnt really their fault. It was just one of the risks we run buying collectables on ebay. I have also purchased many rare items well below current value and for less than half my bid price. I figure it all works out in the end.

Its a bit different if I think the seller has been delibrately decietfull and they try to bluff and bully their way out of it. I make sure they know I,m not happy and make things very uncomfortable for them.

[davewil1964]

an item that arrives quickly and well packed but arrives smelling of smoke so will need plenty of

airing and cleaning. No mention of smoke smell in listing and I did not think to even ask!

I used to mention the fact that I smoked in all my listings, but that didn't stop illiterate book buyers from defecting me because a book smelled of smoke.

I would guess 60% of my listings still say I smoke, even though I no longer do, and those that were bought and inhabited the house during the listing process, but were listed after I stopped, don't.

Where is the line?

[harley_babes_hoard]

Just the other day I saw an australia post parcel delivery van being driven by a a guy chuffing away on a ciggie. I would be very careful accusing sellers of items smelling of smoke as it may be totally out of their control.

[chezzy]

I get that some sellers don't see items through the same eyes as buyers, especially where 'collectible' items are concerned BUT if the seller gives only a very brief even one word description such as "mint" but the item arrives with obvious foxing (yellow/brown spots and stains) or creases not caused in transit, I am going to be pretty disappointed.

Don't describe item as mint! Much better to say "good condition for age, some marks' (or dog ear or smoke smell or a damp smell etc etc). No need even for long-winded descriptions.

I always contact the seller first if there is an issue - mostly sellers are helpful and/or apologetic but some I have copped abuse from (and now kicking myself for not negging them - did report and block them though).

[chezzy]

---

@harley_babes_hoard wrote:
Just the other day I saw an australia post parcel delivery van being driven by a a guy chuffing away on a ciggie. I would be very careful accusing sellers of items smelling of smoke as it may be totally out of their control.

---

I don't and haven't 'accused'. I have mentioned that the item arrived smelling like smoke and I have had it airing in hope that it will help. I don't even mention cigarette smoke, simply smoke. If seller has any explanation/input well and good - perhaps a previous deceased owner was a smoker OR had a wood stove. If no input but a simple apology and offer of refund, that is good too.

One time I had multiple parcels arrive all reeking of smoke (all from different senders) - in that case I am guessing they had been sitting around in a smoker's van.

Another time, not much smell to exterior of package but when opened the smoke smell came wafting out, all the packaging and crumpled newspaper reeked as did the item itself.

[springyzone]

chezzy

Let's say you receive something that arrives damaged due to packaging or item has prior damage/flaws that

was not disclosed in listing.

How do you deal with it? Especially if other parts of the transaction were great (eg fast despatch, friendly seller etc)

1) suck it up

2) say something to the seller

3) mention something in the feedback - or not leave feedback at all?

Some scenarios I have experienced, in all cases sellers had glowing 100% positive feedback and lots of it:

- paper item (collectible) has some pressure marks/creases and foxing. Flaws not mentioned in listing, option to

return item but declined as it is difficult to find a replacement and uneconomical/nuisance to return

- a collectible that arrived from overseas, its display box damaged but contents fine. Item no longer in 'original'

condition though now that box is damaged

- an item that arrives quickly and well packed but arrives smelling of smoke so will need plenty of

airing and cleaning. No mention of smoke smell in listing and I did not think to even ask!

I always find these situations tricky. A couple of times I have been offered partial refunds and I'd mention this in feedback.

Other times I bring the matter to the seller's attention, mostly they are apologetic but how to word feedback?? What will leaving 'honest' feedback achieve, what will NOT leaving feedback achieve?

Interested in other buyer's approaches to similar situations.

-------------------------------------

It is very tricky, especially when all their other feedback is wonderful and the problems are minor enough not to warrant negative feedback.

I've been in this situation a few times.

I look at it this way. If the item has a flaw, something that was not mentioned in the listing, then that really is the fault of the seller. I do get annoyed at anything listed as "as new'  or new without tags when it isn't, when it  arrives and has obviously been worn or has defects such as pulling or marks, even if these are minor.

Any time I have sold things, I have been absolutely scrupulous about using terms like those and I always feel let down when someone else oversells their item.

I think a strong smoke smell comes into the category of a defect that should be mentioned, but I am not sure if smokers would always be aware of it.

If I suspected a box had been damaged by Aust post, I would be a bit more forgiving of the seller, unless it was obvious the wrapping was far too flimsy.

I know that in a perfect world, sellers would like buyers to contact them first. In a more serious case, I would definitely do that.

But if you are talking something minor, something where I will still keep the item but I am a bit disappointed because the description wasn't accurate or left out any mention of the flaws, then quite frankly, I will probably be inclined to give positive but mark down the stars. In one case a while back where I bought shoes listed as 'worn once' but where the soles were very worn, I actually said nice shoes but v. worn, would prefer honest descriptions. I suspect a lot of buyers will reflect minor disappointments in their comments and stars rather than go to the bother of contacting sellers over minor issues.

Ebay isn't like some other selling venues, people are bidding on something before they see it in real life, so sellers need to play fair. describing something as perfect or mint if it is not will just lead to trouble.