Having an issue with a buyer - what to do

[melbournebaddie]

Hello

A customer purchased a leather jacket, she received the leather jacket and has messaged me saying that while she was happy with the jacket itself she believes it smells of perspiration.

I know that this is not the case because it was dry cleaned and not worn since being dry cleaned (sitting in a storage unit in a container of items that would not be taken to my new home but would be 'sold').

I stated in the listing that the jacket has always had a 'strong odour', it is a different type of leather that even some drycleaners cannot clean as a specific product has to be used on it. For example the smell would linger in the closet  or on your arms after you wore it.

I'm quite frustrated as it cost $100 to be drycleaned and I do not know how she cannot differentiate between the smell of perspiration and the smell of leather/chemicals

I don't know how to proceed, I sent a response asking what she would like to do but I do not see why I should have to refund when the item is as described and I know it did not smell of persperation.

What should be done in this situation?

[kopenhagen5]

It's a case of she says - you say.

I know that jackets that are lined can have body odours that come out of the leather underneath the lining even though the lining has been cleaned. And perhaps she has a very sensitive nose.

Perhaps a discount as a part refund or just wait until she comes back with what she wants.

[countessalmirena]

Hi, melbournebaddie,

You stated in the listing that "It does have a distinct leather smell which still lingers after a dry clean." You've also been very careful to show the care tags in the jacket.

I don't believe that the buyer has a legitimate basis for a "not as described" case (although with eBay, who knows?). I certainly wouldn't (if I were you) even hint at a partial refund. The buyer paid only $150 for a jacket that would have cost $529 new two years ago, so she got this for quite a good price.

There's no doubt that some leather fabric clothing has a strong and pervasive odour; leather jackets are also notorious for soaking up body odour, and dry cleaning is unlikely to be able to do anything about that. Your buyer can google baking soda and vinegar and leather jacket to find some suggestions on how to minimise any smell of perspiration. However, if you offer this information to the buyer, in no way should that mean that you accept that the distinct smell that you mentioned is perspiration rather than leather (which can be a pungent smell).

You can politely let the buyer know that, although you have a no returns policy, you will make an exception for her and accept a change of mind return as you want her to be happy with the purchase, and if she's not happy you'd rather that she return it. Let her know that return postage cost would be her responsibility, but you will give her a full refund of the original purchase price plus original postage upon receiving the jacket. You could say something like,

"Dear [buyer],

Thank you for your communication.

As mentioned in the listing, there is a distinct leather smell which lingers even after dry cleaning. I'm so sorry that you are unhappy as a result of this. I think some people use baking soda and vinegar if there's a pungent smell with leather jackets, but I am definitely no expert and would leave it to you to google if you wish to try that.

I have a no returns policy as stated in the listing, but I'm willing to make an exception in this case and accept a return for change of mind, as this is such a gorgeous jacket and I know it will find another buyer who will be delighted with its beautiful detail and gorgeous fit. Original cost was $529; on consideration I think I may have listed this at too low a starting price.

Please feel free to return the jacket in its original condition to me, and I will issue a full refund of the purchase price and original postage upon receipt of the jacket. Please return to [address] and remember to use a tracked method for ease of mind about its delivery.

Again, I'm so sorry that you're not satisfied with this lovely item.

Kindest regards,

[name]"

A message like that subtly communicates that the buyer might have won the jacket for a low price that you rather regret, and that her options are - keep the jacket, or return it.

[digital*ghost]

It sounds like for now it might be best to wait for the buyer's reply (only because you've asked them what they want to do).

Would the odour perhaps be affected by sending through the mail, especially in something like a plastic satchel? If it has to be subjected to chemicals not normally used for dry cleaning, it might not react well to enclosed, non-breathable materials. That could also mean it'd be ok with a little airing. 

In situations like this, I guess it might also come down to whether you think the description could have been any clearer- obviously not having the benefit of ever experiencing the odour, but you do say in the listing description that it has a distinct leather smell, so from that I would generally expect any odour to just be a strong leather smell, which doesn't generally invoke comparisons to sweat, if it's a strong smell, and isn't quite like the average leather smell, the buyer may find it unexpectedly unpleasant and the perspiration comparison the best they could come up with. Do you still have the dry cleaning receipt? It may be worthwhile scanning it and sending it through, just to reassure the buyer the jacket was professionally cleaned as per its care instructions, prior to being sold. 

Normally, when I personally feel everything has been described accurately and clearly, I offer the buyer a return for a refund of the item price. My listings are set to returns accepted, though, and I note this one said no returns - an alternative in these kinds of situations if you don't want to offer a return is to offer the use of your images and description so that the buyer can re-sell, but I'd still wait for a reply from the buyer at this stage, as how they respond might help decide the best course of action to take. 

[melbournebaddie]

Thank you countessalmirena for the advice and for what I consider a good response.

It's such ashame. I feel if she wore the jacket overall she would see that the leather smell even lingers on your arms after wearing it.

I know it's a case of their word against mine but I am adamant that it is not persperation and I will disclose why:

I have had botox in my underarms for years now so I don't perspire at all when I go to gym. The only reason I was selling the jacket was because it didn't fit after breast augmentation. I like my cosmetic procedures haha.

So to me, her insinuating that it is perspiration is insulting. 

[melbournebaddie]

I received a response saying she is not happy and if the smell does not diminish within a few days she will be asking for a refund.

[countessalmirena]

Just be as sweet as pavlova to her; it really is a beautiful jacket and if I had sold it, I'd be happy to get it back in the same condition to sell again. I honestly do think that a higher starting price may be called for.

[melbournebaddie]

The thing is I think that the 'scent' is a decoy for the real reason she isn't hapy with it

The jacket was a size 8. She is a size 10.

We had a whole conversation her asking my opinion if it would fit, me telling her perhaps, it would depend how your weight is distributed I can't guarantee it.

her saying she doesn't mind if it doesn't do up then telling me she has had a sh*t few weeks, her mum died, this happened, that happened and that I'd be doing her a favour accepting her offer because its her birthday.

Beginning to think it was all BS honestly.

[kopenhagen5]

Ah yes, maybe someone whom thinks they are an 8 but reality has been somewhat skewed.

If it's the Ted Baker then I would take it back to resell and as suggested with a higher starting price.

I wouldn't be surprised if you had a BIN of 270, it will sell.

[countessalmirena]

kopenhagen, it's the Alannah Hill jacket. It has all that decorative Moroccan-inspired intricate work.