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AIBU?

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Original poster

EBAY buyer Email!!!

35 replies

Gemscho · 09/04/2015 18:57

Hello everyone,
Argh!
I've sold quite a few items on EBay, and since my parents are moving house, I have helped them sell some stuff at auction.
One person bought two, hardly used, Radley handbags, for £25, and requested that I didn't charge the postage since she had bought two things (I obliged, and even sent them 1st class, rather then 2nd as advertised!) I posted them yesterday, and today, I have received an email complaining that the bags "reek of smoke" and she wants a full refund, and for me to pay her postage!
Normally, I would advertise items as being from a smoke free house, but as my mum smokes occasionally, I didn't write it in the description. I didn't specify that it was from a smoking household, in the same way I didn't specify that It was from a house with carpets! Surely, if you are that concerned about smoke, you would ask, or only look for listings that mention a smoke free home?

Some advice would be appreciated- I don't like the smell of smoke either, but that's why I check when I am buying. I specified that I don't do refunds on the listings. I've done some googling and some people are saying that people do this as a scam to return things they have changed their minds about (probaby if she just said that, I would do the refund!!) I don't want bad feedback on this! Help!!

OP posts:
Griphook · 09/04/2015 19:01

She probably wants a partial refund! Tell her to return the bags asap, and once you have checked your security marks she will receive a refund.
She's trying it on ignore her

MamainMilan · 09/04/2015 19:04

To be honest, if I received something that smelled of smoke that couldn't be easily cleaned, I wouldn't be too chuffed about it.

I don't think you have been unreasonable at all, but I would probably end up paying the P&P for a quiet life. I'm not a seasoned ebayer though, so not terribly sure how it all works.

Did I help lots? Grin

EveBoswell · 09/04/2015 19:05

I would ignore her, too.

fluffymouse · 09/04/2015 19:05

Tbh I wouldn't be happy if something smelled of smoke/smelt bad.

She is in her right to ask for a refund.

Just tell her you will refund once you have received the bags.

McColonel · 09/04/2015 19:06

If they genuinely smell of smoke you should have mentioned it. If i was buying something i would assume it was a given that it didn't smell of smoke, if it was stated as in good condition, unless stated otherwise....

NotAnother0ne · 09/04/2015 19:10

I buy and sell a lot on ebay and if I had bought an item described as 'hardly used' I wouldn't expect it to smell of smoke. If an item is going to smell of smoke (or be covered in animal hair) then it should be mentioned in the description as it directly affects the item - your house having carpets is hardly comparable! Ebay often finds in favour of the buyer so if she opens a claim against you it is likely that she would succeed. I would chalk it up to experience and refund her.

M00nUnit · 09/04/2015 19:13

To be honest if I was buying bags on Ebay it wouldn't occur to me to ask whether or not they smelled of smoke (now that I've seen this thread I will though!). I'm not surprised she wants a refund - if I'd received items smelling of smoke I'd be really annoyed and wouldn't want them in my home, let alone want to use them. Did you say on your listing that the bags were in good condition?

ineedabodytransplant · 09/04/2015 19:14

I don't use Ebay but I don't think your 'no refunds' point is valid. Otherwise you could send all sort of crap with no come back. If the items are not as described then a refund is in order. And also I think that if a buyer isn't happy they can ask for a refund. All they need is some reason and stinking of smoke would be one I would use. I would probably expect that the item I was buying didn't stink purely because my stuff wouldn't or I wouldn't sell it.

Although, I would not refund until I had the bags back and checked

Original poster
Gemscho · 09/04/2015 19:17

Thank you for the responses and advice.
I didn't advertise them as hardly used/good condition, they were listed as "used".
They are hardly used, because my mum has a million bags and swaps them constantly, so there are no marks on them, the linings were pristine on the inside etc- she just has the odd cigarette!! Sad

OP posts:
TheWitTank · 09/04/2015 19:19

Agree with pp -ask her to return the bags, check them over thoroughly and refund. I wouldn't be chuffed if I got 'hardly used' handbags that stank of smoke. It's not like they can be washed (although the smell would eventually fade).

Griphook · 09/04/2015 19:19

Either way Ebay will find on her favour (they always do) so just get her to return the relist

Ebay buyers want things that are brand new and delivered yesterday for free.

TinLizzie · 09/04/2015 19:19

Agree with everyone else - you should refund her and unfortunately probably the postage too, and chalk it down to experience. And strictly speaking, you should have mentioned that they come from a smoking household (I've bought good quality curtains smelling of smoke but been lucky because they were washable so I didn't complain).

Apologise profusely and try and get the bags back before refunding though, otherwise you could be very out of pocket.

londonrach · 09/04/2015 19:22

Tbh if anyone smokes anywhere near the bags will stink. Material just absorbs the smell. Id offer refund, get bags back and resell but add about a smoking house in the details. If it was me buying the bags id want them out of my flat asap due to smell.

snowglobemouse · 09/04/2015 19:24

I'd be pissed if I bought them and they smelled like smoke. of course you should refund her!

tutu100 · 09/04/2015 19:26

My advice would be to send a message apologising that she feels they stink of smoke and that once you have recieved the handbags back you will refund. That way if the bags come back as you sent them you can refund her and then make a decision whether you are happy to refund her the return postage as well (ebay rules have now changed, you didn't used to have to refund return postage, but most sellers did if it was due to a mistake they made, so I'm not sure exactly where ebay stand now). If she doesn't want to return the bags - and it sounds like she got a pretty good deal, then you don't have to refund.

Did you think the bags smelt of smoke? I have a relative who smokes the occasional cigarette and I've never thought her stuff smells of smoke, whereas I was once at the park near some people smoking, and my bag smelt for days. So I can understand that if your mum doesn't smoke much it will not smell as bad as someone who smokes 60 a day in their house.

Also when I'm buying stuff on ebay I always assume that unless someone has put from a smoke free home, then there is a good chance they smoke.

GloGirl · 09/04/2015 19:29

No way would I pay postage twice, but I would offer her to return at her cost for a refund

TheShouldersOfGiants · 09/04/2015 19:30

The rules of distance selling mean she has the right to a refund whether you said 'no refunds' or not, so don't try fight it because you will loose.
I hate the smell of smoke and have never smoked in my life so feel I am particularly sensitive to it, maybe she is too.
Selling on Ebay us stress though, I understand your frustration!

CaptainAnkles · 09/04/2015 19:31

She should send them back and you can refund the return postage and what she paid for the bags. Not the original postage though.

Cabrinha · 09/04/2015 20:05

You didn't have to pay the postage, and even if your mum is only an occasional smoker I expect they do smell.

Be very careful though!

It's a well known scam to send back fakes. Definitely tell her that you will refund after you have checked your security mark. (don't tell her what it is, obviously - but you could have used a UV pen with your initials, for example). If she's planning to send back fakes, that might put her off.

Cabrinha · 09/04/2015 20:06

And in my experience though, the minute you do something nice for an eBay buyer (like free postage) it always goes wrong!

BikeRunSki · 09/04/2015 20:10

I think it is fair enough for a buyer to assume that an item they buy from eBay won't smell of smoke.

alphablock · 09/04/2015 20:18

When you packed the handbags, did you use plastic parcel bags? I've found that sometimes the plastic smells a bit like smoke and can cause the contents to smell odd, although the smell does go eventually. I've seen discussions re this on ebay forums.

TinLizzie · 10/04/2015 01:24

I think eBay will refund the buyer regardless of whether she returns the bags though, won't they? I've refunded a few times, sometimes the full amount and sometimes partial depending on the situation but I've never requested the item be returned because it was never worth it. I have heard stories where ebay have arbitrarily made a refund regardless though.

Maybe the key is to agree to pay the buyer's return postage to avoid involving ebay in a dispute - that way you have more chance of getting the bags back? Suggest sending Hermes to collect on a specific day, as buyer won't need to wait around for collection if he/she can leave it in a 'safe place'. Two bags would cost around £3.98 up to 2kg for this, and you can add that to your relisting price to cover cost if necessary.

Just a tip though. Putting things in a sealed bag in the freezer for a few days will get rid of any smells, and most materials will take that.

ProfessorVonIgelfeld · 10/04/2015 01:35

The rules of distance selling mean she has the right to a refund whether you said 'no refunds' or not, so don't try fight it because you will loose.

I think that this applies to business sellers only, and not private sellers. However, as a pp has said, Ebay almost always favours the buyer, so I think you will have to accept a return on this occasion. As another pp said though, don't refund until you have the items back in your possession and are sure that they are the items you sent originally. HTH.

TinLizzie · 10/04/2015 01:47

ProfessorVonIgelfeld that's helpful and makes sense - I didn't know that.

Just out of interest, do you know whether having a private seller account but running a legitimate ltd company funded by ebay sales is against the rules?

Sorry - don't mean to derail the thread, just wondering whether I'm breaking any ebay rules by having a company that is partially funded by ebay sales (alongside a web based site). Cheeky. Sorry for hijacking OP.

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