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]

Oh, thanks. Didn't know Alannah Hill commanded such high prices. (retail 450)

[melbournebaddie]

It was made of the same materials as this - her leather jackets require specialist dry cleaning

https://shop.alannahhill.com.au/clothing/coats-jackets/cut-it-out-jacket.html

[digital*ghost]

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@melbournebaddie wrote:

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.

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Oh... 

I would actually instantly block any buyer who messaged me along those lines, to be honest (it is quite common for those who try to drive a hard bargain before purchasing, will continue to try and do so after purchasing, one way or another, espeically if they think personal circumstances like that are somehow relevant - people who tell you their sob story when negotiating prices are either lying, or they think it entitles them to something; both types of people often end up being trouble because both are forms of manipulation. But, hindsight is 20/20, as they say, and if nothing else it might help guide your decisions if anyone tries it again in the future). 

I agree with countess though, it could probably fetch a better price from the right buyer before too long, so while not ideal, if you do end up accepting the return it may be for the best in the long run. 

[springyzone]

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@melbournebaddie wrote:

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. 

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If you're certain the odour is not perspiration, then accepting a return might be the best way to go, but if you send off a reply a la countessa, I would definitely reinforce the idea that any smell is the leather smell and you know it is not perspiration because you had botox under your arms years ago.

You've told us, but telling her is more important as it may settle her mind. Adding coutessa's 2nd paragraph is a work of genius, reinforces the idea she got a bargain, does she really want to give it up.

We don't really know exactly why she is unhappy though, it could be a combination of things. It could be partially the fit is a bit tight, as you say and also that the smell is a lot stronger than she expected.

This would be a hard one for ebay to judge. An odour isn't something you can photograph. My guess is they would give the customer the benefit of the doubt in this case so I think you might as well offer a change of mind return first.

[brerrabbit585]

It sounds to me like it either doesn't fit her properly or she's just trying it on for a better discount. I wouldn't give her the satisfaction of a further discount (a partial refund) but would insist she returns it, even if you have to pay the postage. Just make sure you open the parcel in front of a reliable witness when she returns it, in case she sends back something different.

I wonder whether she has 365 birthdays a year? It sounds to me like she probably does.

I know hindsight is wonderful but I would have blocked her as soon as she expressed doubts about the fit. Anyone who tries to manipulate me into accepting THEIR terms on MY items goes straight on my blocked list - no exceptions!! I'm not desperate enough that I need to sell to those people, there'll always be a nicer person who wants the same item.

[best.buys]

Maybe she has already worn it out a couple of times, wants her money back so she can get her next outfit "free" and then repeats over and over with the next clothing seller?

[melbournebaddie]

I've still had no response. What will happen with the cash PayPal is holding for this transaction?

On another note, another buyer that purchased a leather jacket from me left this feedback today:

Great service! Items arrived clean, accurate to its description and quickly too.

God bless. 

[bloodlust_03]

it's 2nd...  no 2nd hands are subject to be returned..  it's simply and ebay can't force u to do that as long as u stand up for your self..

2nd goods always have a no return polcy by law.

[padi*0409]

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@bloodlust_03 wrote:

its the troll with **bleep**py advice

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What IS it with you bloodlust that you're so readily attacking other members here ?

And I won't even respond to your inaccurate advice on second hand goods returns......................

[countessalmirena]

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@bloodlust_03 wrote:

its the troll with **bleep**py advice

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bloodlust_03, whatever is worrying you or bugging you, you're well out of order in making that sort of comment to or of kopenhagen5, who is without question "a very parfait gentil knight, who never yet no villanie ne said unto no manner wight".