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Buyer claiming goods damaged but we sent them in the packaging that they came in from China!

(19 Posts)
Fluffycloudland77 Wed 09-Jan-13 19:18:13

Dh has sold some speakers to a buyer who is saying one of the tweeters was pushed in on arrival (which if true is rectified by putting the vacuum on it and pulling it back out again) but he wants £70 off dh to fix it and a refund off the courier.

He's opened a claim saying we didn't put the speaker fronts on, they are only dust covers, the black bits you stick on the front are speaker fronts, so are not intended to protect from any impact.

He's also contacted the couriers, parcel to go I think, but they don't want to know as the box is undamaged. The box got them from China to the UK just fine but obviously the midlands to Scotland is a very onerous journey if they got damaged.

We know what he's done, he's lifted the speaker out and put his finger in the tweeter.

PayPal has put a hold on our account. The balance is now £££- angry

What the hell we do? We said no couriers. He nagged us and we agreed to it.

1) we are never allowing couriers again ever. If we say buyer collect we stick to it.

2) what on earth will happen now?

Sorry. Bit ranty.

fergoose Wed 09-Jan-13 19:46:05

you will just have to ask him to return them for a refund - or give him his partial refund. Nothing else you can do really. And he arranged his own courier? Should never do that as he could claim damaged item from them and also claim money back from you and you don't have a leg to stand on

Ebayaholic Wed 09-Jan-13 19:51:41

PayPal will refund him if he opens a dispute and returns the item to you by recorded means. I wouldn't agree to the partial refund but say he can return it for a full refund. PayPal will back you that he has to cover the cost of the return postage but he will probably neg you.
This is a lose/lose situation for everyone.

catkind Wed 09-Jan-13 19:58:16

Did you explain to him how to fix it? If he won't even try that I agree I'd be asking for it to be returned and refund him. And appeal any negative feedback? Gotta be worth a try!

Fluffycloudland77 Wed 09-Jan-13 19:58:29

He doesn't seem to want a full refund, he wants us to pay £70 to fix the tweeter, and the courier to refund the cost of postage despite already telling us in an email that the box is undamaged.

Sigh.

I am going right of eBay as a mean of selling.

fergoose Wed 09-Jan-13 20:00:04

well ebay can't force you to give him a partial refund. If I were you I would escalate the dispute and tell him to return for a refund. I bet he doesn't return them.

fergoose Wed 09-Jan-13 20:00:37

But I guess even if the box is undamaged, there is a chance the damage occurred in transit.

Fluffycloudland77 Wed 09-Jan-13 20:03:16

Interesting.

Yes we have said how to fix it, he's building an amplifier so he obviously knows about this sort of stuff.

He is also obviously a prize cunt.

fergoose Wed 09-Jan-13 20:15:29

but it may have happened in transit though surely?

Fluffycloudland77 Wed 09-Jan-13 20:22:36

Nope, two flat surfaces with polystyrene holding them in place under the speaker and on top of them. No movement could have happened. Plus the front of the speakers were facing each other.

This is why I'm so annoyed, we know he's lifted one out and stuck his finger in it.

Twat.

lljkk Fri 11-Jan-13 09:55:18

Offer full refund upon return.

sarahtigh Sat 12-Jan-13 09:08:51

full refund on return, generally both post office and royal mail take the view that if an item arrives damaged and the outer packaging is intact it was inadequately packed inside and therefore they do not pay out, not necessarily true and probably not fair but that is there view

you can insist on return but you perhaps also risk him damaging them more if he is annoyed so you are going to lose out either way, I would risk negative feedback as you can reply to negative and one negative really isn't a big deal unless very new to ebay and only a few stars

never let people arrange own courier if they want courier you arrange it, couriers here are not the problem, if they collect CASH ONLY otherwise you must arrange carriage

my sympathies though on dealing with chancing idiots

Fluffycloudland77 Sat 12-Jan-13 10:11:48

He doesn't want a refund, he's got his courier to refund him postage. He wants dh to pay for a tweeter repair.

Which could be sucked out by a vacuum on low.

Twat.

Funnily enough no photos of the damage have been sent to us despite dh requesting them.

fergoose Sat 12-Jan-13 12:03:12

well if I were you I would refuse, ebay will not make you give him a partial refund. Tell him to return for a refund. No other alternative. Lots of sellers will not give partial refunds, and insist on return for full refund or nothing.

Fluffycloudland77 Sat 12-Jan-13 12:25:39

Dh will refuse, he could sell them again easily so its not the end of the world but its really annoying when someone's scamming like this.

The couriers already lost out.

fergoose Sat 12-Jan-13 12:40:48

have you escalated the case? If not do it now.

Fluffycloudland77 Sat 12-Jan-13 13:36:30

I think he has, the buyer complained to eBay and PP and Dh has responded.

fergoose Sat 12-Jan-13 14:09:20

responded with a message or responded by escalating?

Fluffycloudland77 Sat 12-Jan-13 14:39:40

Don't know.

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