Hi all,
I'm not sure if I have posted this in the right section and if I can even discuss this here but if not, please move or delete as required.
Long story short, a buyer left the following feedback " CHEAP PACKAGING - ITEM DAMAGED... IN THE RUBBISH. DISCOUNT OFFER OFF EBAY ONLY"
Prior to the feedback left, they had messaged me advising they had torn the garment using a letter opener and that I should send her a replacement because it was my fault cos they were packed so tight. I sell hundreds of these, packed identically and have never had a problem so I ask her to send me a photo. They're packed in a 500gm satchel (the ones with eBay's logo on them) and fit 'snugly' but not tight like you will see sometimes when the seller has crammed the goods in to save a few bucks by not going the large satchel size.
The buyer sends the photo which clearly shows she has used a pair of scissors to cut through the 500gm satchel (faceplam), she has then proceeded to cut through the plastic slip that i send the robes in, then through the robe itself! (facepalm). I tell her the damage is not consistent with what she is claiming and that it looks like it has been cut through with scissors, hard to explain but there was a little loop that gave it away, not a 'tear' that you would expect from a letter opener.
The buyer does not deny that she cut through them with scissors but continues to blame the packaging and that she wants a refund. I deny her request on the grounds that she was responsible for the damage and offer her a replacement at a discounted rate, which I don't believe I was obligated to. She then leaves the feedback i mentioned earlier, but for two purchases when the issue was with only one robe!
I message eBay and request them to remove it. Provide proof that she has cut through the robe and then provide links to the ACCC's website stating that I'm not required to by law, send a replacement if the buyer is at fault. They deny it on the grounds that it is the buyer's opinion and it can not be removed under their policy. My argument is that they are lying and also acting outside their rights as a consumer to which they still say it can't be removed under their policy.
They suggest I contact the buyer to see if it can be resolved with them (ie offer replacement/refund which i do not want to do) or leave a reply to their feedback to allow prospective buyers to see my point of view on the transaction.
I request my case be escalated to the eBay CSR's manager which is not acknowledged and they do not dispute any of the points, nor do they acknowledge my point about their policy which states it is written to be consistent with the consumer laws of where the transaction took place.
It gets to the point where the eBay CSR has slowed down their replies to almost a standstill and they become very short and dismissive, often not acknowledging to any of the points I am making and finally they use the word 'final' in a manner that suggests 'stop sending emails, im not changing my mind and will continue to disregard your points'.
I eventually give in and offer the buyer a replacement/refund to which they have not replied. The buyer, 1500 positive feedback is obviously an experienced eBayer and knows exactly how their neg will affect me. I had a perfect 100% feedback rating prior to this unjust neg, now i've got this blemish on my account.
I'm not trying to bignote myself here but I was previously a customer service manager at one of the largest eBay stores in Australia. I understand exactly how the feedback removal system works but this CSR just won't budge, won't escalate and isn't capable of seeing the whole picture here; ie. eBay are encouraging buyers to leave unjust feedback and to act outside their rights as a consumer!
Has anyone had a similar issue? I'm ready to give up but thought i'd ask the wider community just in case i've missed something,
