Speaking of ebay problems... does this sound harsh? - YouLookFab Forum

Category

Shopping

Welcome! Read about what to wear and how to wear it on the YLF Blog. Join the YLF Forum to ask specific questions or just chat about fashion and personal style. Or check out the curated list of things we love in YLF Finds.

Outfits Ensembles Trends Advice

Speaking of ebay problems... does this sound harsh?

Mander

(website)

Veteran

Ok, so my response on the other thread has given me the courage to write to the seller of these boots. Does this sound too harsh?

"Hi, I received these boots ok but they are not in the condition I expected based on the description of 'worn once' and the photos. The photos do not show the fact that the material is extensively damaged, cracked and peeling in several places, and that there is a spot of what seems to be purple nail polish on one toe. The boots are not in a wearable condition.

I am not sure how you would like to resolve the matter. "

Shopping

22 replies

Latest reply was from MNsara

Anonymous

No. It sounds fine. Let us know how it is resolved.

Anonymous

Not harsh. I think you should replace the last sentence to request exactly what you want, a refund, right?

Queen Mum

Veteran

It doesn't sound harsh at all. I wouldn't say "I' am not sure how you would like to resolve the matter" Instead you tell her how you want the matter resolved... take the upper hand here.

"I will be sending the boots back to you and expect a full refund, including my return shipping cost. If this matter is not resolved by _________, I will be filing a formal complaint with E-Bay"

Mander

(website)

Veteran

Do you think I should say something like "I'm happy to pay for the return shipping, but I would like a refund of the purchase price plus the difference between your shipping charge ($7) and the actual cost of sending them back to you ($4.50)"?

Queen Mum

Veteran

I guess you could be kind and offer to pay for the return shipping... is that customary?

April

Veteran

In my experience with eBay sellers, they really really want to avoid getting negative feedback and will work with you to resolve matters. See what happens -- and let us know!

Preppy Pear

Veteran

If the item was misrepresented, I would not offer to pay for the return shipping. That makes it sound like fault was mutual.

If you want to soften it, you might say something like, "I know you are a busy seller and though I'm sure you didn't intentionally represent the item, what I received didn't match the description or pictures...." something to that effect?

Mander

(website)

Veteran

I don't really know what is customary, I've never had a problem before. I suppose I could just ask for a full refund, and if they balk, offer to split the difference? Or am I being too nice?

Preppy Pear

Veteran

I think that it isn't a question of being too nice or not - but from what you've described, the seller should be obligated to give you a full refund. I think you can still signal in the wording that you just want your money back and that you're sure it was just an oversight on the sellers' part - most sellers don't want a war.

I wouldn't offer the return shipping - you can see if the seller offers it in his/her response, and if not, you can decide to let it go - I probably would, but as a seller I would (and have) refunded all shipping costs.

Emily

Veteran

I would not offer to pay for return shipping if the item was misrepresented. I would expect a full refund including all shipping costs.

Diana

Veteran

I think this sounds fine. Like the other ladies have mentioned, I'd also state explicitly that you want to return the item for a full refund. I might also send a photo of the damage.

Just to play devil's advocate for a moment: I have actually been on the other side of this type of exchange, although I think in my case it was a much more subjective assessment of the condition of the item (i.e. I said it was "lightly worn" and the buyer apparently did not think so; the scuffing was visible in my photos). Her message to me was very accusatory and made me feel attacked (it ended with something along the lines of "you could have at least taken the time to polish the shoes before sending them to me.") In any case, I offered a full refund but she never messaged me back, so I think in the end she was just venting/trying to get a better deal. (She also never left me feedback, negative or positive, leading me to believe that she wasn't actually that mad.) Anyway, my point is that I think you should be firm but not accusatory.

Mander

(website)

Veteran

So, how about this:

Hi, I received these boots ok but they are not in the condition I expected, based on the description of 'worn once' and the photos. The photos do not show the fact that the material is extensively damaged, scuffed, cracked and peeling in several places, and that there is a spot of what seems to be purple nail polish on one toe.

I'm sure you didn't intentionally misrepresent these boots, but they are not in a wearable condition. I would like to send them back to you and expect a full refund, including my shipping costs. If this matter is not resolved by next Sunday (September 16), I will be forced to open a Significantly Not As Described case with Ebay.

Preppy Pear

Veteran

Excellent! You could also wait and mention the deadline in a follow up e-mail, if it becomes necessary, but I also think you could send this right now as it is. I really think you've got a good tone and you're being clear about you want.

jen

Tell the buyer "You are returning them for a refund and you will pay for the postage". I sell a lot on Ebay. I only sell what I would like to receive. If it isn't as described you deserve your money back. Ebay would support you in this decision.

Mander

(website)

Veteran

Ok, I tweaked it slightly and sent it off. Man, why do these things make me feel so guilty when I know that I am in the right? Weird.

Mo

(website)

Veteran

When I received damaged sandals, I took pics and then emailed the seller describing the damage. I think I said "please advise" at the end of mine. We emailed back 3 times or so and I shipped them off. I said I expected a full refund including shipping, well they didn't refund MY shipping back, just theirs out to me. So I think you are right in stating exactly specifically what you want.
Good luck!

Anonymous

Just chiming in to say both of your shipping costs should be refunded. When I have ordered new items from retail stores and the item wasn't as described, they refund ALL of the shipping because if they had described the item correctly, I would have never ordered the item in the first place, and wouldn't be out the shipping costs either way. Good luck. And don't feel guilty AT ALL. Please.

ironkurtin

Veteran

Don't worry about sounding harsh. You ordered something that was not 1) as described or 2) as pictured. If the seller doesn't want to issue a full refund, and you file a complaint with ebay, they will refund the original cost plus shipping automagically via paypal.

However, please note that ebay will not, in my experience, refund you $ for your shipping costs to return - that is, they will not penalize the seller an additional shipping fee. So you may be out the cost of your return shipping. That is one of the costs of buying on ebay.

With luck the buyer will refund your money, plus initial shipping, and will offer to pay return shipping back. But don't count on it.

lynne

Veteran

Well done. You described what they looked like and what you had expected. It didn't sound accusatory at all. Let us know what happens.

Vildy

Veteran

In my experience, they don't want the item back and tell you to keep it, while refunding
your purchase price + shipping.

mrseccentric

(website)

Veteran

Hi Mander! i am very glad you are pursuing this. the only way ebay can work is if everyone gives honest feedback on sellers and buyers!

just for reference, here's the ebay page on what to do if the item received doesn't match the seller's description:

http://pages.ebay.com/help/buy.....eived.html

ebay has pretty decent, easy to find policies on how to proceed if things don't go swimmingly. Bet of luck with your situation Mander! steph

MNsara

Veteran

I think you handled it well so far, and now wait to hear what they come back with.

I agree that most people who want to continue to sell on Ebay will take your complaint seriously and try to avoid you leaving them negative feedback. (They can no longer give you any neg feedback - a seller's only choice is positive fdbk for the buyer!!)

I had to return two things over the past year that weren't as described. One seller was stellar, the other seemed to ignore me UNTIL I called Ebayand reuqested their phone number, left them a message (of course no one answered and their greeting was the generic unsetup one), then sent them another Ebay message documenting everything to date. After that they handled me promptly

Oh, be sure all your communication is through Ebay messages, just in case you need documentation. If anything happens outside Ebay (personal email, phone, etc.) document it in Ebay messages and send copy to them. Just in case you need to file a dispute.

Good luck.