--> What to do for an "unsatisfied" buyer on eBay (specific situati

[swetooth9]

ok...i have sold this buyer a rainmate with 4 bottles of scent a few weeks back...we have both left feedback for each other...now, he sends me this letter of "unsatisfactory"...here it is:

Let's make a deal...
While I appreciate you shipping the Rainmate quickly and your upbeat attitude, I am not totally satisfied with the order. The fragrances you sent with the order are not the fragrances that normally come with a new RainMate. I know this because my wife and I own a Rainbow Vaccum and have dealt extensively with the Rainbow Dealer here and in another town. They always offer Apple Blossom, Siberian Pine, Spice, and Eucalyptus. Matter of fact, there is an advertisement for these 4 fragrances in the bottom of the Rainmate. We received two bottles of orange and two bottles of lemon...most of which look like some is missing out of the bottle. I am sorry to write you about this now, but the rainmate was actually a gift for my wife's birthday. I am proposing that you make this right by sending me the 4 original fragrances in this package and I will return these to you. (Matter of fact, these fragrances are pictured along with the Rainmate in the picture posted. I know the fragrances by the color of the oils. I have copied it into this email.) I see your "disclaimer", however, I still do not think it is fair to send fragrances that do not come with a NEW Rainmate, since it was advertised as new. I know you are a fair person, or you would not have a 100% rating, You can guess that I am the same based on my rating. I look forward to your quick response.

what should i do? i am leaning towards responding with the "I'm sorry, but i stated in my auction that it was not those fragrances in the picture...only the unit and i did NOT say that the bottles were new...i said the UNIT was new."

what should i do?

thanks :)

[swetooth9]

oh and here is the auction:

http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&rd=1&item=4330902738&ssPage Name=STRK:MESO:IT

[spyhunterk19]

Techincally, you are right, but just make sure you arn't a dick to him, or you might end up in a really bad situation. Id just give him the crap, and forget about it.

[swetooth9]

weeeellll....we both HAVE left feedback...

and i am not gonna be a dick to him...im just gonna explain and tell him that my auction does not state that the bottles were new...although 3 of them were...and i stated at the bottom UNDERLINED that the bottles were not the same as in the pic...

[Trakan]

If you clearly stated that the original scents aren't included, then you're fine. Tell him you're sorry but he is in the wrong.

[swetooth9]

is underlined, italicized, and in a different color than any other writing on that page clearly stated enough?

[dcfox]

let him know that it was specified in the acution. Maybe ask if there is another way you two could resolve the situation.

[zionoverfire]

You clearly stated:
Rainmate in photograph is the actual item you will receive if you win this auction! However, the fragrance bottles that you will receive are different from the ones in the photo

So if he had a concern with which fragrances came with it he should have sent you an email inqury about it BEFORE he bid. Simply remind him of this, don't mention the fact that he already left feedback or might actually try and do something about that.

[Trakan]

Yes. You're right. I'd go ahead and send him what you were going to send him. Make sure you tell him that it's stated in the auction. Tell him numerous times.

[FlipSide]

Its up to you, if it was me I'd just ignore him completely. You shipped, he paid .. reading is fundamental !!

Ive had the same situation on my last Auction, sold a brand new handbag .. shipped and they recieved.. feedbacks were left, the 2 weeks later this lady is asking for a refund because one of the handles broke of.. its not my fault shes a careless freak.. so I just completely ignored her..

[zionoverfire]

is underlined, italicized, and in a different color than any other writing on that page clearly stated enough?

Sadlly for ebay buyers no, even if they read and understand something if they don't like the product after they get it, bitching will ensue.

[swetooth9]

yea, im not gonna be an asshole about it and say something like "YOU ALREADY LEFT FEEDBACK SUCKAAA!!!11111" but yea, he should have read...and that's what im gonna do...

[swetooth9]

for all i know, he might be lyin about the whole "wife's bday" thing...

[davidmt]

You did mention the bottles wouldn't be the same, I think you are all set. How much do they go for anyway - I've never seen this thing before. Is it any good?

[swetooth9]

i have one in my house..it is pretty decent...just check ebay for pricing...retail however is much higher...

[swetooth9]

reply sent

[Trakan]

Let us know what he says.

[swetooth9]

i will, dont worry :)

[PapiChullo]

You're definitely right. That sucks for him, but that's why you can ask sellers questions before buying.

[jimbodan]

i am leaning towards responding with the "I'm sorry, but i stated in my auction that it was not those fragrances in the picture...only the unit and i did NOT say that the bottles were new...i said the UNIT was new."


That's exactly what I'd do. Feedback has been left, so you have absolutely nothing to gain and everything to lose.

[hutno]

Yeah deffnitely his fault for not asking

[guessed]

In spite of the disclaimer at the very bottom of your description, I think I will side with the buyer, pending more information...

1) Why did you use a misleading picture? Disclaimer aside, it seems intentionally misleading.
2) Did the fragrances you sent come together, or were they loose? In other words, was it actually a "fragrance 4 pack", or just 4 bottles of fragrance?
3) If four new bottles of fragrance cost $20, I do not believe that 3 unopened bottles and one used bottle (you never mentioned that in the auction that one was opened) constitute a "$20.00 value".

I am not saying you are completely in the wrong here, just that, had you wanted to, you could have been more honest in your description and picture. It seems like you were purposely hiding information to try to get higher bids. If you have the fragrance 4 pack, I'd recommend taking the buyer up on his offer, but I get the impression you have no intention of doing that.

[btlives]

In spite of the disclaimer at the very bottom of your description, I think I will side with the buyer, pending more information...

1) Why did you use a misleading picture? Disclaimer aside, it seems intentionally misleading.
2) Did the fragrances you sent come together, or were they loose? In other words, was it actually a "fragrance 4 pack", or just 4 bottles of fragrance?
3) If four new bottles of fragrance cost $20, I do not believe that 3 unopened bottles and one used bottle (you never mentioned that in the auction that one was opened) constitute a "$20.00 value".

I am not saying you are completely in the wrong here, just that, had you wanted to, you could have been more honest in your description and picture. It seems like you were purposely hiding information to try to get higher bids. If you have the fragrance 4 pack, I'd recommend taking the buyer up on his offer, but I get the impression you have no intention of doing that.

I agree...Why did you not use an actual picture of items offered?

You have to decide how you want to sell in the future.
To be upfront and very honest. Describe your items
as you would want if you were buying them.

Or be deceptive. I would make this transaction right.
Whatever it takes.

How you handle this transaction reflects on the type
of seller/person in the future you are going to be.
By asking the forum. I think deep down you already
know whats needs to be done.

[wubb]

Yep, I have to side with the buyer on this one. From your ad I would have assumed I'd be getting 4 new fragrances. Saying they are different from the bottles pictured is not the same as saying they will be used bottles of a different variety of fragrance.

[doubledown]

A little tricky with your picture....but you are fine...you had a disclaimer.

[swetooth9]

i had used a pic from a previous auction i had (a day before i put that one up), that is why i said the bottles in the pic were different...

i did not say the bottles were new, however 3 of the 4 bottles were indeed new...and the 20$ value thing is correct since 4 new bottles would be 25$...one of my 4 was a bit used (about 3 mL used)...

here is his other reply:

You have misunderstood my words... you advertised the unit as NEW... New Rainmates come with those 4 fragrances. I would suggest that make another picture removing the 4 original fragrances. It can be a little misleading. It is also borderline false advertising... with or without the disclaimer. If I could retract my positive comments, I would, because I am not satisfied. I may take this to the next level.
bk

he says the 4 original fragrances come with every new rainmate...but there are several auctions that do not include any bottles of fragrances at all...

[swetooth9]

i had used a pic from a previous auction i had (a day before i put that one up), that is why i said the bottles in the pic were different...

i did not say the bottles were new, however 3 of the 4 bottles were indeed new...and the 20$ value thing is correct since 4 new bottles would be 25$...one of my 4 was a bit used (about 3 mL used)...

here is his other reply:

You have misunderstood my words... you advertised the unit as NEW... New Rainmates come with those 4 fragrances. I would suggest that make another picture removing the 4 original fragrances. It can be a little misleading. It is also borderline false advertising... with or without the disclaimer. If I could retract my positive comments, I would, because I am not satisfied. I may take this to the next level.
bk

he says the 4 original fragrances come with every new rainmate...but there are several auctions that do not include any bottles of fragrances at all...

[Levizk]

At the very least you should replace the used bottle. If the others are sealed that's fine, but this is kinda like selling 4 games and calling them new. Only when the person gets them one of the games isn't in the shrink wrap and it has minor scratches on the bottom.

[swetooth9]

So, do you want to refund my money and I will send yours back to you. I am sure that these other sellers would love to sell me a Rainmate. Besides, these sites are TOTALLY irrelevant to our discussion. However, if you will observe the paper in the bottom of the pictured Rainmates (two out of three from the links you so graciously provided). This is the same paper that discusses the fragrances in question. The fragrances that I am entitled to for buying a NEW Rainmate. (Fragrance bottles that SHOULD be full.) Besides, I chose to buy from you because you offered the fragrances with the NEW Rainmate, which makes me wonder if the other machines are really new. Either way you look at it, I am the customer and I was duped. Plain and simple. If you were on the receiving end of this you would not like it either. I will dispute this with Paypal if you choose not to make this right. This time, please send FULL bottles. Once this is over, you will not have to worry with me again. I just want to be satisfied.

Well, the others also have the paper in the bowl that supposedly states that it should come with the 4 original bottles of fragrance, but they do not in the auction. I think that if you buy it directly from the manufacturer, then they give you the 4 fragrances (original).

[wubb]

Sounds like he may just do a PayPal chargeback on you (assuming he paid by PayPal). I think PayPal would probably give it to him, or if he funded it with a CC, the CC certainly would.

But he may just be threatening that and in the end it won't be worth his time to go through with it. Hard to say, though I don't think it really takes a ton of effort to request a PayPal chargeback.

If he paid by money order there is probably nothing he can do short of taking you to court (which would be absolutely ridiculous) but you should still try to work with him IMO.

UPDATE: Posted before your latest post, yep sounds like he'll definitely be doing a PayPal chargeback.

[swetooth9]

At the very least you should replace the used bottle. If the others are sealed that's fine, but this is kinda like selling 4 games and calling them brand new. Only when the person gets them one of the games isn't in the shrink wrap and it has minor scratches on the bottom.

i did not call the bottles brand new...i called them free with the unit...

[wubb]

I guess you can just wait for him to get his money back from PayPal and mail the thing back to you. (From his e-mails he seems like a decent guy who will mail it back, though if he gets POed at you enough he may not...)

[swetooth9]

Sounds like he may just do a PayPal chargeback on you (assuming he paid by PayPal). I think PayPal would probably give it to him, or if he funded it with a CC, the CC certainly would.

But he may just be threatening that and in the end it won't be worth his time to go through with it. Hard to say, though I don't think it really takes a ton of effort to request a PayPal chargeback.

If he paid by money order there is probably nothing he can do short of taking you to court (which would be absolutely ridiculous) but you should still try to work with him IMO.

UPDATE: Posted before your latest post, yep sounds like he'll definitely be doing a PayPal chargeback.

if he does, am i allowed to argue my point as well? and if he gets his money back, do i get my unit and stuff back as well?

[Levizk]

At the very least you should replace the used bottle. If the others are sealed that's fine, but this is kinda like selling 4 games and calling them brand new. Only when the person gets them one of the games isn't in the shrink wrap and it has minor scratches on the bottom.

i did not call the bottles brand new...i called them free with the unit...

Well to be fair you never did call them new, but at the same time you pretty much made the appearence that they would be. The disclaimer says the bottles will be different, but that usually means different styles. On that you're covered which is why I never said replace them all. Giving something used to someone is being pretty liberal with the term different.

[swetooth9]

the fragrances were free...

[Levizk]

the fragrances were free...
Nothing is free at an auction. The fact that you included the extra stuff just gave people more incentive to bid. Paypal will definately not accept that as an argument that's for sure.

[wubb]

Sounds like he may just do a PayPal chargeback on you (assuming he paid by PayPal). I think PayPal would probably give it to him, or if he funded it with a CC, the CC certainly would.

But he may just be threatening that and in the end it won't be worth his time to go through with it. Hard to say, though I don't think it really takes a ton of effort to request a PayPal chargeback.

If he paid by money order there is probably nothing he can do short of taking you to court (which would be absolutely ridiculous) but you should still try to work with him IMO.

UPDATE: Posted before your latest post, yep sounds like he'll definitely be doing a PayPal chargeback.

if he does, am i allowed to argue my point as well? and if he gets his money back, do i get my unit and stuff back as well?

I'm not sure what they'll do for a PayPal chargeback. I know for cases when the buyer says he didn't receive the item they ask you for a tracking or confirmation #, but that's not the case here. I'm just assuming PayPal will side with the buyer, because that's what they seem to always do, even when the buyer has very little to no legitimate complaint.

From other posts on here, I believe that if he does a CC chargeback they just take your money and don't care what you say.

[CappyCobra]

Granted, you listed that they would not get the same bottles shown in the picture. BUT you should have listed what bottles WERE included and stated that one has been OPENED. I think you should credit the guy $5 for that one bottle and then the rest he should go scratch. Better $5 then $50 lost. [-X

[cheapass Gundam]

Tell the buyer you're willing to replace the goods provided that he's willing to ship the originals back first and foot the bill for all the shipping. Charge a restocking fee if you want to. DO NOT agree to ship your replacement because his wife's Bday is coming up. Make him pay for Overnight Shipping if he's trying to pressure you with a deadline. Basically make replacement an open option but too costly compared to just keeping the merchandise. Since you've already disclosed that the photo does not represent actual items sold, you don't need to accommodate the buyer for his own mistakes.

[swetooth9]

Ok, how about one of these options:

1. I will give you $5 paypal compensation
2. you ship me back all the stuff (including the unit) if nothing has been used and I will give you back your money, but will deduct the paypal fee and the ebay listing fee…paypal fee = $2.07 and ebay listing fee = $2.38, for a total fee of $4.45…the winning bid was $51 minus $4.45 = $46.55 (this is the amount that I will refund to your paypal acct after I receive this package shipped back to me....)

sorry for your inconvenience, this is the best I can do for you

^^^^^^
that is what i typed to him...

[CappyCobra]

Ok, how about one of these options:

1. I will give you $5 paypal compensation
2. you ship me back all the stuff (including the unit) if nothing has been used and I will give you back your money, but will deduct the paypal fee and the ebay listing fee…paypal fee = $2.07 and ebay listing fee = $2.38, for a total fee of $4.45…the winning bid was $51 minus $4.45 = $46.55 (this is the amount that I will refund to your paypal acct after I receive this package shipped back to me....)

sorry for your inconvenience, this is the best I can do for you

^^^^^^
that is what i typed to him...

That's more than fair... that's good business practice 8)

[moiety]

You should make it a practice to picture the exact item you are selling. It makes situations like these less likely to happen. On the same token, buyers should email sellers if there's any confusion between the description and picture (it's not like eBay makes it difficult to do so).

[swetooth9]

yea...I had two of them and used the same picture the second time...ah well...

[zionoverfire]

yea...I had two of them and used the same picture the second time...ah well...

This is why I use a picture for each item I sell, unfortunatley plenty of people will just use your picture for their autctions creating all sorts of problems. I'd say you have been more than fair.

[Trakan]

Do these things come new without fragrances at all?

[swetooth9]

well i was tryin to tell the guy that some of the auctions had new units that did not come with the fragrances at all...but some did...and i was saying that they probably come from them if you buy it directly from the manufacturer, but oh well...

[judyjudyjudy]

If I had looked at your auction, I would have also expected new fragrances, so I'd have to agree it's a little deceptive. I thought your offer to him was fair except for the fees. First of all, when you refund his money, there are no paypal fees because you essentially never got the money. So you're asking him to pay for fees you never had to pay. I also don't agree with charging him for your ebay fees when you were a little unclear in your auction... that's just how I would feel if I was the buyer. I think your $5 refund is perfectly fair, but if he's going to return everything, you should return all his money. (That's definitely what paypal would expect he files a paypal chargeback.)

Also, Paypal isn't very good with cases that involve customer dissatisfication ("I didn't like what got") cases. So I think it's likely that Paypal will deny him a refund, and then he will go to his CC if he paid that way and get his money back that way.

[LoganDX]

Hell, I'd charge the ebay and paypal fees too! This guy didn't read the description in the auction. It is stated that the fragrances pictured weren't the ones being sent. Why should the seller be out the money for the stupidity of the buyer...

[PapiChullo]

Yeah, but at the same time it didn't say that one was a little bit used.

[swetooth9]

$10 Paypal compensation and it's a deal.

^^^

what he said...

[swetooth9]

bump

[swetooth9]

hmm...

[zionoverfire]

$10 Paypal compensation and it's a deal.

^^^

what he said...

Well if you give him $10 back your taking it in the pants but since he paid with paypal and can easily screw you I'd do it. I love how you offer 5 and he doubles it knowing that you'll probably accept rather than deal with him anymore. This is why I don't respond to buy email after feedback has been left. :D Afterall I say no returns accepted.

[swetooth9]

hmm..i might have to make a policy after this has been done...

[JibbaJabba]

As far as the paypal chargeback goes,If they paid via bank or paypal account transfer then they will pretty much do nothing but tell the buyer tough luck.

As the policy states they don't give a chargeback for defective or damaged goods. (atleast at last check it did)
As I have experienced getting shafted by paypal for poorly packed items.

If they used a credit card then the ball is in their court and your screwed
.

[Scorch]

This is really 51/49. As the situation has pretty much all been solved.. Why did you advertise it as new if it obviously wasn't? And why did you use someone's photo rather than find a stock photo?

Think of it like this. What if you bought Twisted Metal Black online, it was listed as "new", you receive it and it was scratched? It's obviously not new.

You're not in the wrong, but you're not in the right, either. I'm glad you offered him options, though.

On a side note.. are these things any good? I wouldn't mind one in my backroom. Between me being back here screaming and cursing at my XBox, the cats, and eating back here, I wouldn't mind some fresh smelling scents.

[swetooth9]

they work pretty well in my opinion, but they make a little noise....and i said the unit was new, not the bottles, and he said in an e-mail that he already opened the shrink wrap off it to "look at the paper inside"...

and that was my picture from a previous auction a day before that one...