The big ebay retailer's feedback

[rocket2retro]

I've been looking at some of the big companies that have relatively recently adopted eBay stores. I'm taking about the companies that have long established bricks and mortar stores. Most of ones I checked have pretty woeful feedback (and some star ratings). The three I looked at were all in the 98% (98.2, 98.4)

The three I looked at were two electrical appliance retailers and a car accessories supplier.

Their high amounts of neg/neutral feedback came with comments from many disgruntled customers.

It makes me wonder if these sellers are really suited to selling on eBay and their feedback is pretty damning for the companies (which I had never heard any bad feedback when they were just B&M stores).

I'd be pretty devastated as a seller if I had their feedback & defects & I'd probably have limitations on my account (and the 21 day PayPal funds hold).

No doubt there are a separate set of rules for these companies however.

[*tippy*toes*]

I believe they pay for immunity.

[imastawka]

    Tippy.......I'm shocked.......................................................

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at your insight.

[jensmanchester-australia]

Anywhere, other than on ebay, 98% customer satisfication would be considered a pretty good effort.

[digital*ghost]

I don't have a high amount of empathy for the large retailers (they certainly don't need it  ), but I also know those feedback scores are - at least in part - a reflection on eBay. 

By which I mean most of those retailers had long-established websites, plus order and stock control systems, before they arrived here, and eBay - while it can be a bit backwards - is not, from my understanding, the most backwards-compatible site in so far as integrating with those systems. From what I have heard (which is little, to be honest, but enough for me to say this), a good percentage of the problems experienced by buyers with these stores on eBay is due to poor data communication, resulting in glitches and oversights, and you'll probaly find that the same kind of issues are not experienced off-eBay anywhere near as often.

Maybe they pay for a certain level of immunity, maybe they deserve it for putting up with sub-standard site features and integration.... (IMO, a big-name retailer is no more or less worthy of being on eBay than I am, so while I don't exactly celebrate their arrival, and often don't see the sense in the strong focus on them eBay tends to give, I won't begrudge them if they can contend with the issues and not fail miserably instead, the only thing I am envious of is the logo in search results. I still want mine there, dang it!) 

[lyndal1838]

And the other side of the coin is Peters of Kensington....99.8% and very well deserved.

I have been dealing with them since the late 1970s when they were a small gift shop in Kensington in Sydney.

They have always given terrific service and nothing has changed over the years.   From what I have seen on ebay they are still giving great service.

I have just spent up on the 10% discount gift cards and will go over to their January sales and buy up big.

[shepherdsrule]

PoK have always prided themselves on CS.

I have dealt with them as a supplier for many years, and they are an experienced and respected company, and deservedly so.

By the by, their website is phenominal and so well developed, as a graphic designer I am more than a little envious of their designers abilities.

[rocket2retro]

I recently bought my first item from Peters of... and I must say it was the best packed & presented item I've ever bought on ebay. If fact I was wondering how they make a profit with the amount of personalised, brand new packaging I received (and tthe items I bought were dirt cheap as well).

[lyndal1838]

So you would know the original Peter.....he and his wife a such nice people and they remember their customers.

Up till a few years ago they were both in the store at times....sitting behind the counter where you paid and picked up you purchases.

They aways came over to say hello when they saw us.

Recently all my purchases have been online or at the Warehouse so I don't know if they are still doing that.

[shepherdsrule]

No, we supplied products from interstate to Peter's, so the only people I dealt with were the buyers and production team to do the advertising of our products for the Peter's online catalogues and their bridal registry site.

Our sales rep's would have met them, but again they most likely dealt more with the buyers at that stage.

It is refreshing though that a family business has done so well and for so long,  and just keeps getting better it seems.