Bad experience on eBay, seller asking me not to leave bad feedback... is this allowed?

[mummabubs]

Hi,

Long story short I ordered a personalised mug from a seller as a gift, it arrived and the print wasn't correct (hadn't been lined up properly so there were printing roll lines printed onto the mug itself). I messaged to say as it was a gift I didn't feel able to give it, they asked for another chance to put it right- "I guarantee it won't happen again and will personally check the quality before it's sent to you". I said fine, I understand we're all only human and thanked them.

Second mug arrives... not only is there another mark on it but even better there's now also a really obvious spelling mistake. (I checked and I'd spelt it all correctly when ordering and ironically the first mug had it right!) So I messaged again saying I'm sorry but I'm really unhappy, can't use it as a gift still due to spelling mistake so can I have a refund please as I gave them a chance to fix it and I still don't have what I ordered.

They message back saying they're sorry I'm upset (no apology for the mistake or mention of a refund) but have asked me not to leave negative feedback as it will badly affect them.

I've never left anything other than positive feedback in the 10 years I've been on eBay but I do feel I have them a chance to fix it and they haven't, plus I think it's against eBay policy for sellers to ask buyers not to leave negative feedback in this situation isn't it?! (Or is it not?) So I guess this is a call for advice and a bit of a AIBU to consider leaving feedback that isn't positive given my experience? Thanks all 😊

Unless you're a power seller eBay seem to strike people off pretty easily. I was struck off from eBay because a buyer lied about not receiving the items and left bad feedback for each one, despite me showing eBay his fb page clearly showing the items in use. For people selling crafts and personalised gifts etc it can ruin their business as eBay then prevent you from ever selling again.

Maybe leave neutral feedback which has no effect on the sellers account, but still allows you to express your disappointment with the service. Depends how apologetic they are I suppose. You are within your rights to leave negative though.

If you’re not happy with the transaction and the seller hasn’t resolved the problem to your satisfaction, then I wouldn’t hesitate to leave a negative. (Saying that I think I’ve only left 4 in maybe 15 years?)

I’d send them one more message and ask them to resolve the problem within 24 hours. If they don’t then yes, leave a negative.

They're not a power seller but have 500+ feedbacks so wouldn't affect their stats that badly.

Part of me does want to give them another chance as providing they can actually deliver what they've actually advertised I'd be really happy but given it's been wrong twice now and the birthday gift will already be late now as a result I don't know. I'm also a bit put out that they haven't acknowledged they've got it wrong or offered me a refund despite me requesting one.

Do you even have time to wait for them to do another if it’s a gift? Especially considering as it may not be correct again? I would ask them to, if you are giving them a third chance, take a photo of the item and send to you before posting so you know for sure it’s right. If they are unwilling then go ahead and leave the bad feedback as they clearly aren’t willing to rectify this.

I’m an eBay craft seller and luckily still have 100% feedback, because on the few occasions buyers have had issues (bending in post despite clearly marked packaging) I am extremely apologetic despite it not being my fault and always send a replacement within 24 hours.

I’d leave bad feedback - theyvhad the opportunity to fix it and didn’t. Don’t be surprised if you get messages asking you to remove it though.

So... I messaged saying I'm happy to give them another chance and they've said they can't send the mug a third time (why not?!?) so they'll refund me. So I've given them yet another chance but they're saying they can't do it? It's five words on a mug, not rocket science surely??

They've ended their message by asking me not to leave negative feedback again. 🤦🏻‍♀️🙄

Maybe an extra layer of context is they said in a previous message that they're expanding their business to do loads more personalised products and I'm thinking if they can't get a simple text mug with five words printed properly how are they planning to do anything more complicated? 🙈

If they don't want bad feedback they should take more care! Ridiculous for it to happen twice.

In that case definitely leave neg feedback. Wait til you get your refund first!

I would leave neutral feedback and say something like 'seller got message wrong twice, but did refund.' It's honest, and doesn't show them in a completely bad light.

The thing is if you don't leave negative feedback it could have a bad impact on the next person to buy from them who isn't warned. And in the long run if they don't learn that poor quality control leads to poor feedback they aren't going to go anywhere as a seller.

Tell the truth about the service you've received. If they don't want bad feedback, they should get their product right first time every time.

I asked why they wouldn't send me a third mug and they said their profit margin is only 40p per mug so they're already at a huge loss from my order and will need to sell 30 mugs to make up how much my order has cost them. I promise I'm a reasonable human being but part of me feels rather angry- how is it my fault?! I just wanted the mug I ordered!!!!

Let them give you a refund, give them neutral feedback (negative would be if they'd not refunded you). Then order from someone else.

I think they need help with their maths as well as their spelling & printing! So each mug costs them £60 to buy, print & post? Must be a cracking mug

If it had arrived broken I’d have given them another chance and probably left neutral feedback. In this case I’d be going for negative for sure.

Yeah that's sort of how I'm thinking @Lobsterface. I did consider leaving neutral feedback but that to me is either for one problem that's then resolved or say if an item arrives but just arrives very late etc. Sadly I don't feel neutral about this at all and while I appreciate they don't want to get below 97% feedback I feel like their latest email is just trying to emotionally blackmail me into not leaving negative feedback. 😬

I know @Chickenagain! 🙈

It would be negative feedback from me

Negative feedback for me, cheeky fuckers refusing to rectify a further mistake and not wanting the negativity with it

Yeah, I think I'm going to have to leave negative feedback. I'll wait until the refund has come through. Doesn't feel nice but I wouldn't feel honest leaving positive or neutral feedback given my experience. Have now paid more for the mug on Etsy, hopefully this will go more smoothly!

I've left negative feedback but did make it clear they'd refunded. Felt bad doing it but had to be honest. I now feel oddly scared that they'll leave me neutral feedback as a buyer (I've got 100% positive feedback)... can they do this? I know you can't leave negative feedback for buyers but what about neutral? 😬

Sellers can only leave positive feedback for buyers. If they leave a “false positive”, which is a positive feedback but with a negative comment next to it, then contact ebay and they will remove it.

They can however, respond to your negative feedback against them, if they wish.

PS you may get emails from them
Badgering you to change the negative feedback, just ignore it.