What do you do about a vindictive unhinged buyer who has left untrue negative feedback

[moonembel]

What do you do about a vindictive unhinged buyer who has left negative feedback?

Wish I had a time machine i completely inadvertantly forgot to mention a split in the lining of  ladies handbag. I apolgised immediately and offered a refnd immediately when contacted by the buyer and it has been the most hellish experience since then. All her corresspondance and has been extremely rude and hurtful.

She has overstated the negative condition of the bag, return it in a slightly more damaged state. 

I gave her the refund anyway because I just wanted it finished.

Her feedback she has given to me is terrible. Negative in everyway.  I can understand the descrition being negative but my postage was the same day, communication everything else really fast.

I have now blocked her as a buyer, but I feel shattered by the whole experience. What can I do about my feedback apart from giving a puny reply I am allowed.

Why do unhinged bullying buyers get so much power?

I have now stopped selling on eBay.

[thecatspjs]

I have to say that the "vindicative and unhinged" label placed on a buyer who just seems to be extremely p'd off about buying something that was not described or photographed accurately sounds a bit over the top.

[digital*ghost]

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@moonembel wrote:

I apolgised immediately and offered a refnd immediately when contacted by the buyer and it has been the most hellish experience since then. All her corresspondance and has been extremely rude and hurtful.

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If all of this is true, then the seller acknowledged and apologised for the error, and offered an immediate solution, with the seller indicating all of the trouble has occurred after doing so. 

Why is pretty much anyone's guess, but even if the words 'vindictive' and 'unhinged' aren't 100% appropriate, if all of the messages post-apology and solution were indeed rude and hurtful, I personally wouldn't be prepared to just put it down to someone who's annoyed at receiving something that's not as described. 

Edited to add: and, as always, just because someone's motivation is understandable, it doesn't mean their actions are acceptable - which people are free to apply to the buyer, the seller, or both. 

[davewil1964]

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@digital*ghost wrote:

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@moonembel wrote:

I apolgised immediately and offered a refnd immediately when contacted by the buyer and it has been the most hellish experience since then. All her corresspondance and has been extremely rude and hurtful.

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If all of this is true, then the seller acknowledged and apologised for the error, and offered an immediate solution, with the seller indicating all of the trouble has occurred after doing so. 

Why is pretty much anyone's guess, but even if the words 'vindictive' and 'unhinged' aren't 100% appropriate, if all of the messages post-apology and solution were indeed rude and hurtful, I personally wouldn't be prepared to just put it down to someone who's annoyed at receiving something that's not as described. 

Edited to add: and, as always, just because someone's motivation is understandable, it doesn't mean their actions are acceptable - which people are free to apply to the buyer, the seller, or both. 

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We do, however, only have one side of the story.

And the OP doesn't have any negatives on this account.

[lyndal1838]

As I said Digi....these boards are public and we are ony seeing one side of the story.

I cringe when I see both buyers and sellers letting fly with very inflamatory descriptions of the other party in a transaction....it is quite unnecessary.

[thecatspjs]

How weird ... the OPs negative feedback is gone ....

[davewil1964]

It hasn't been there since at least 1600; not long after the thread was started.

[lyndal1838]

It was certainly missing many hours ago.....I did not bother to post originally as there was nothing to see to make any sort of judgement.

[chameleon54]

I read the neg earlier in the day and did not think it violated any policies. It seemed to be a factual response to the problem from what I remember. Something along the lines of " lining badly torn, item was dirty and smelly".  Perhaps the OP has contacted customer service with other messages from the buyer that do violate ebay policy ?

[lane-ends]

We are dealing with the public. Simple fact is this includes those who are extreme black and white catastrophizers, and yes even those with personality dysgfunctions. As a result sooner or later you will have to deal with overreactions, embelishment and even at times compulsive liers. Not saying any of t6hose apply in this case, but as a general rule it is all part of the gig of dealing with the public at large,

When something goes wrong, then by definition for a buyer it is no longer a positive experience, no matter how smoothly resolved. The seller is in damage contriol and simply reducing the odds of a negative impact on their selling record. making a buyer then have to make further effort to return something that is clearly no longer of value to the seller is simply feeding this feeling of dissatisfaction.

Responses to negs are important here. If you make a mistake say so, acknowledge buyers dissapointment and state you did your best to resolve promptly. Dont use FB to fight back. Future buyers use your FB to see what happens if something goes wrong. They dont want to see **bleep** fot tat defensive attitudes from sellers.

[phorum_junkie*]

I can understand the buyer being a bit over the top annoyed. The item was returned which means the buyer had to go to the time and trouble to package it up and take it to the PO when surely it would not be worth getting it back and trying to sell it with a ripped lining. As I said earlier I would have refunded straight away and have told them to keep it and either fix it or give it to the kids for dressup.