How to deal with ignorant buyer?

[p_ssg]

Had a customer who bought a branch of silk flowers from me and then she left a negative feedback saying that it is rubber and plastic....

Hey mate, silk flower does not mean they are made from silk as golden age does not mean it is built by gold. 

Also the material used for the silk flowers is called PU not what she thought as plastic or rubber. 

What can we do when sellers meet ignorant buyers? I offered full refund and would like to solve the problem but she refused.

Then I phoned ebay to see what we can do. Ebay said it is a normal opionion and they can do nothing. I said if my description is not accurate, the buyer can report me. What happened if the buyers' feedback is not accurate? Ebay replied me saying that this is only an opinion~~which means it does not need to be accurate T_T

Can anyone give me some suggestion what to do?

Thanks!!

Have a nice DAY!

[p_ssg]

oh, sorry forget to mention that I put artificial fake flowers and silk flowers in the title as well.

The buyer wrote "pure plastic and rubber" as a neg fb. I emailed her saying that it is not plastic and rubber, it is PU and also would like to refund her. She did not reply and then I phoned her, she hang up the phone very rudely. I did not say anything rude like ignorant to her. I wrote the story here only want to solve the problem. To see what I can do to improve and also to see what other ways we can do to solve the problem

[digital*ghost]

In all fairness, your description was quite clear (referring to the dot-list of features and material, which I presume was there when the buyer purchased), and had the buyer read it they would likely have been under no illusions as to what the flowers were made from. 

I looked up a little further online and it's certainly true that artificial flowers were originally referred to as silk flowers, regardless of material, because they were traditionally made from silk, but at the same time a lot of the pages I looked at (info on history etc available on webstores), they also say that these days simply 'artificial' or 'permanent botannicals' is more common for non-silk flowers because they're now made from a variety of different things, and I think it's evident that many people have no idea that silk was ever used as generic term.  

Personally, I would put the actual material in a more prominent position in the title than silk, if you would like to retain that as a keyword for those who would use it to look for any kind of artificial flower.

[lyndal1838]

I have no problem with the use of the words artificial and fake as that is what they are.  But like the buyer I do have a problem with the word Silk....you have already admitted that they are not Silk and I KNOW that there are flowers made of silk'

Unless your artificial flowers are made of silk, don't advertise that they are.   It is not rocket science to describe the flowers accurately.

[mydiyau]

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@lalala-au wrote:

As for phoning people over things like this I can't believe anyone could would!!! Sounds more foolish, unprofessional and immature, and as for harassing people I wouldn't tell you that "if you don't stop ringing I will call the cops". I would just go to the police and report you for harassment.

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This guy I phoned was a serial extortionist, he said in his messages that "many other smart sellers offered me this and that, you should have offered me...". I didn't owe him anything. He bought something i sold elsewhere the day before. Full refund and apology given but he want "something" from me. Here is the original message.

"Hi, Since by your own admission this is an error on your part (you forgot to take down the listing), what compensation are you offering? I paid immediately after committing to buy; I did everything right at my end. I'm not at fault here. I'm offering the chance to settle this amicably? What do you offer?"

I think he will think twice now before doing it to another seller.

[mydiyau]

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@p_ssg wrote:

oh, sorry forget to mention that I put artificial fake flowers and silk flowers in the title as well.

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Let it go buddy, some people got the brain of a cheese sandwich. If silk flowers must be made of silk, then Easter eggs must be made of Easter then...lol

http://www.silkflowers.com.au/

They sell aritifical flowers but look at their website address.

[lalala-au]

Good for you! Everyone has their own way.

Personally I would messaged him back and just say, "Yes I made a mistake, I am human, I will admit to it, I am sorry and I have refunded you your money for the item your not going to receive. If this is not enough for you, well I am sorry but that is all I offer."

Then if they leave neg fb just state in a fb reply that: "I admitted to my mistake, said sorry and refunded the money!"

Therefore buyers can see that you did do the right thing and the customer is making it impossible for you. Then I would block that person from buying from me again. And if any buyer has a problem with the neg fb even though you have explained your side, you probably don't want them buying from you in the first place. I would not wasted my time ringing them or bother trying to get an apology out of them as I don't want to even acknowledge they exsist. I never let a negative person get me down or stoop to their level. Time is to precious to waste on people like that.

[mydiyau]

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@lalala-au wrote:

Good for you! Everyone has their own way.

Personally I would messaged him back and just say, "Yes I made a mistake, I am human, I will admit to it, I am sorry and I have refunded you your money for the item your not going to receive. If this is not enough for you, well I am sorry but that is all I offer."

Then if they leave neg fb just state in a fb reply that: "I admitted to my mistake, said sorry and refunded the money!"

Therefore buyers can see that you did do the right thing and the customer is making it impossible for you. Then I would block that person from buying from me again. And if any buyer has a problem with the neg fb even though you have explained your side, you probably don't want them buying from you in the first place. I would not wasted my time ringing them or bother trying to get an apology out of them as I don't want to even acknowledge they exsist. I never let a negative person get me down or stoop to their level. Time is to precious to waste on people like that.

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I did everything you said, he even said he won't leave negative feedback but "other smart sellers have offered me...", then one night all of sudden he left the negative feedback. ebay customer service won't remove the feedback and defended the extortionist vigoriously over the phone, which is so demoralising. 

Yes it is a waste of time on people like that but with the spring release, I am afraid it will get worse. I am paying $$$$ per month to ebay, more than double my rent. Time to serisouly consider alternatives.

[lalala-au]

Try not to stress to much about the changes coming. Stress when they are here and if a buyer tries to take advantage of you. There is always a small percentage of people on this planet that will always try to take advantage of you or hurt you or try to control you no matter what you do in this world. But yes when business policies change and if your business does suffer from the changes you do need to reassess what is right for you.

I am hoping that small percentage of people that will try to take advantage of these changes will come unstuck. I think most good buyers understand that if they take advantage of the changes then they will lose good sellers which means less competition therefore less bargains. There will be problems and issues but if all unite maybe they will amend some of the policies in the future when they have the proof that the changes weren't for the best. Right now it is all speculation to them.

[springyzone]

Original Poster who started the thread.

I would also think that the flowers woul be better listed as artificial to save any confusion of they are not actually made of silk.

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My opinion too.

I would expect silk flowers to be made of some sort of material, rather than something that looked a bit like plastic or rubber.

Now that might make me ignorant, true.

But the main trouble is I would be disappointed.

In a shop, I can see and touch items so if someone called artificial flowers silk flowers, I could make a call about whether to go ahead or not.

But on ebay, I am relying on the written word and can't feel the items.

So if a seller put something like artificial/silk etc in a title, no problem as long as in the description, near the top, they also put an explanation of what they are made of and that it is not a material or silk as such.

That way, no surprises.

PS I would not have given a neg though.

[p_ssg]

Then what did you do? How will you solve the prob?