Item Description Issue, Return Policy Violation, Negative Feedback

[vinwagal]

Hi, Just want to share this selling experience. It's bothering me and losing few night sleep lately.

Below are sequence of events...

1) Buyer notified me that item been received, happy with the condition but testing functionality.

2) Couple of days, notified me has problem not working as described and sending it to third party  repairer/inspection.

3) I asked the buyer not to do that, but send back to me without touching it, I'll give full refund.

4) Buyer didn't send back the watch to me, still he said sent it to the third party for repair/inspection.

5) A week later the buyer came back, telling me the watch is not cleaned or working as described. Left negative feedback.

6) I asked the buyer again anything I can do to satisfy him, to return the watch to me and I'll give full refund. Never heard from him yet.

In my view, the buyer is abusing buyer's protection regards description. And, violated my "Return Policy".

What have I've done wrong? Anyone who have similar experience?

Your advice would be appreciated.

[belindabargainhunter]

Yes that is all correct crikey but what I am saying is, A buyer will look at how much they have spent how much it will cost to fix verses returning and decide based on that. We are not required to return and in choosing not to we are not violating any returns policies but we do have the right to base out feedback based on this and if someone decides that the seller deserves a neg or neut then that's there choice.

[bsal6160]

Crikey,

at least if you go shopping in a B&M store you have the opportunity to TEST an item before buying it. so if you buy it and take it home knowing its broken then........

[*crikey*mate*]

Hi bsal, whilst that may be true in some circumstances, it is not true in all.

I recall getting an expensive dinner set home and finding a few pieces in the box broken. How many people really check out the dinner set in the box before taking it home?

I have never thought to ask a store if I can test something like an electronic appliance or a cable, set of ear phones etc before taking it home.

I have just bought my daughter a pair of shoes today. The lady fitted her feet etc, let her walk around the shop in them to make sure they were ok etc, we have gotten them home and in the box are two shoes of different styles and sizes. It never occurred to me to check that the sales assistant had put the correct shoes into my parcel to bring home.

[bsal6160]

and just who's faulty is it for finding out you have the wrong item AFTER you have taken it home.......

[patchoo78]

and just who's faulty is it for finding out you have the wrong item AFTER you have taken it home.......

Are you talking about the shoes? If so then it's the sales person's fault.. She put the shoes in the box, it was up to her to make sure they were both the same size.. Crikey already said that she didn't think of looking to see if the shoes were both the correct size, as it's assumed that the sales assistant had put the correct shoes in the box... 

[dotcomdotayu]

I have an old seiko watch up for sale at the moment. After reading this thread, I think I'm terrified it will sell 😐

[bsal6160]

well patch, I am not defending the sales person one little bit but, wouldn't the sales person put the shoes in the box first then you go pay? Not, you pay for shoes, she goes out the back gets the shoes then hands them to you?

[*crikey*mate*]

the sales person collected all the shoes that my daughter had been trying on and put them back in the boxes etc and then went to the cash register with the shoes we wanted to purchase (4 pairs). She had already gotten them from out the back, as she got the other shoes and differing sizes. I was spending a LOT of money today and wanted to make sure that at an average of $120 a pair that my daughter had comfortable, well fitting shoes. She tried on quite a few pairs in a variety of styles and sizes before we found the ones that suited her the best.

It never occurred to me to supervise the trained salesperson to make sure that she did her job correctly, I am deeply apologetic about that.

She knew which shoes we wanted to buy - it was she that fitted my daughter and assisted in the selection.

[wishuponastarcelebrationsandgifts]

Hi vingal,

There is no point losing sleep over this. I do not see that you have done anything wrong. I presume you were unaware of any defect with the watch or else you would not have sold it and then offered to refund in full and pay return postage. I don't understand why the buyer would even contact you to say they are happy and then go on to say they haven't as yet tested functionality. This indicates there was no obvious fault with the watch and it appeared to be in good condition.

You offered to remedy the situation but the buyer refused your offer of assistance. It does not make any sense to me as to why the buyer would then tell you the watch is faulty and when you make a second offer to remedy the situation, they again fail to take advantage of this and instead leave you a neg and keep the so called faulty watch.

I bought a brand new vacuum cleaner for my daughter's kinder a couple of months ago from one of the large well know electrical retailers. It stopped working. I was told I could either drive 10kms back to the store and wait  2 months for it to be repaired, or take it directly to their service centre which is about 30 kms away if I wanted it back sooner. I called the service centre and they indicated by taking it directly to them I would not get it back much sooner anyway. I wasn't offered a refund. I wasn't offered reimbursement for my time and expense in returning it. I wasn't offered a replacement to use during the 2 months. I wasn't given an apology. At the end of the day I don't believe the store knowingly sold me a faulty vacuum cleaner. These things just happen.

In this situation you have offered more than a B&M would offer to remedy the situation.

[vinwagal]

All,

Thanks for all your advice. It’s really appreciated and good to see the different point of views as seller or buyer on this situation.

I was so upset earlier as I was tried to win/satisfy the buyer but failed.  I felt I was verbally abused and accused. Also, I felt helpless as I’m trying to contact the buyer but not responding. I couldn’t understand why the buyer behaved this way. Is there anything I said that he didn’t like? Or, does he have hidden agenda? Should the buyer abuse or accuse the seller verbally? Even on the very low-end market place, I never experience or encounter a person this way.

So, we can all learn from this, here with are the threads of emails, you’ll be the judge. Let us know what you think, and whatever views you have will be respected.

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Buyer Sent Date: May-23-13 15:15:39 PDT

Hi received watch today looks nice the screw back case was loose is there a reason for this or just a oversight.I will check all functions over the next couple of days and leave positive feedback if all is as stated in auction.

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Seller Sent Date: May-23-13 16:30:10 PDT

Sorry about that. I just forgot to tighten it you can do it yourself thanks.

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Buyer Sent Date: May-24-13 11:47:44 PDT

There is a problem with this watch it stops working when its time for the day and date to change over.I will take it to Seiko dealer and find out whats up.If its something minor I will pay.If there is a major problem you can have the watch back.Be in touch soon.

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Seller-Sent Date: May-24-13 16:56:58 PDT

Hi, Sorry to hear this. But, I have the watch working all the time - means change date so many time without problem. I put a new battery myself have been running since I listed it (running for 7 days). Should be fine, but if you want just send it back now without touching it please and I'll give you full refund. Thanks.

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Buyer Sent Date: May-25-13 01:58:14 PDT

Hello my friend.I have given the watch to Seiko and they are doing a full report on the watch.Im paying for this and I dont mind as long as its a genuine item and not something that has been dodged up or repaired with 2nd hand parts.What bothers me is when I received the watch it was not working as described.As of yesterday it had lost over 1 hour in a day and wouldnt change dates or day and just stopped.What sort of jung are you selling.Fine you want to give me a refund what about the product you sold me it was satated as bieng in great condition.What a lot of crap.You should have a long hard look at your descriptions.Thanks.

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Seller Sent Date: May-25-13 05:47:35 PDT

The watch is indeed excellent condition and working order. I know and tested my watches before offering them for sale. I'm a qualified watchmaker and used to be member of NAWCC, so I upheld the good codes of ethics - please read about me.
If you'll taking it to the service center or even to ordinary watchmaker, it will definitely cost you a lot of money more than what you paid for the watch. Trust me I used to do a lot of commercial work for Angus and Coote. That's why I offered to you to return the watch at first instance. Also, I don't want anyone to touch my watch as it may caused damage or scratches. I already made mistake in selling that watch so cheap, others sells more than 3 times what you paid. I'm happy to get it back as it has sentimental value to me, it belongs to my father who passed away last year. So please if you are going to return, make sure it is original and not let anyone to touch or dismantle it. Otherwise, your rights to return will be voided. This is our term of trade as part of the listing…
Returns:
Unless otherwise stated on the listing as “no return accepted”, returns are accepted only for items failing to meet the description or photographs not for buyer’s remorse. Buyer must notify us within 7 days (local) or 14 days (overseas) of any errors from the time we shipped the item. We will validate your return within reasonable period and process refund accordingly. Postage and necessary insurance cost are non- refundable.
Thank you for understanding.

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Buyer Sent: Sunday, May 26, 2013 10:15 AM

The watch is at seiko.Once I get it back this week will be in contact.Dont tell me the watch is in excellent condition when it doesnt function properly.You must think I just fell off a Christmas Tree.All I want is what I paid for and what Im legally entiteled to.Believe me this is what I will get.

Buyer Sent: Wednesday, June 12, 2013 8:06 PM

Well my friend the report has come back from the watchmaker.It says watch was`received in poor condition and no oil on the bearings.It certinaly had not been cleaned for many years and had faults.So much for your ethics.Your description says recently cleaned and in excellent working order.Your whole decription is false this amounts to fraud.That is selling a item that is misrepresented.I just wonder how many ebay bidders yoiu have duped.You offered a refund only when I told you the watch was to be inspected by a independant watchmaker looks like you were caugth out.Its people like you that will destroy internet trading with false decriptions and you should be exposed and so you will be.Im sending a copy of report on this`watch to ebay and to Dept of Fair Trading Consumers Affairs so that they can see what type of person you are.This whole deal has cost me money,however Im only to happy if it exposes a person like you. You will understand why Im leaving negative feedback.In the future may I advise that you be a little more carefull with the truth when describing your items you have listed.Brenton.

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Buyer Posted Negative Feedback - 12-Jun

BUYERS BEWARE NOT TO BE TRUSTED SLY FALCE DESCRIPTION FAULTY WATCH

Replyby Seller (12-Jun-13 22:25):

I asked you to return the watch for full refund. Why you didn't? U must like it.

• Follow-up by Buyer (13-Jun-13 12:12):

You offered refund only after I said watch had been sent for repairs/report.SLY

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Seller Sent: Saturday, June 15, 2013 10:15 AM

I'm sorry that we came up to this stage. I would like you to know though that it's still on my best interest to satisfy you as my customer.
What do you want me to do? Partly discount? Do you want to return the watch? I'll be happy to take it back and pay for return shipping.
I'm hoping to get a favourable response from you please.
Thank you and have a nice weekend.