Buyer unhappy

[BaggyAndWrinkled]

I sold 2 Laura Ashley wardrobes on eBay of a particular design that's from a range still being sold online.

Buyer collected and has now messaged saying that they're unhappy with them - that they're more likely the first ever in the design production made years back and that the fixings and sturdiness aren't standard enough. He says that the doors aren't fitted correctly and had he known, he wouldn't have bought them.

I'm not sure what to do from here - I haven't responded yet. Any advice?

Where they cash on delivery, bought as seen?

Sorry cash on collection.
Either way its arguable that they had chance to inspect before they took the wardrobes away, if they came out to collect themselves. It sounds like they are aiming for a discount.

He could have seen all that when he collected, and refused them. Chancer.

Probably damaged them moving them and now wants to bring them back. If you didn’t have returns accepted then I don’t know if there’s anything they can do?

Thanks everyone.
We said they'd been in the same place since new, that they are 'x' years old but from Laura Ashley.

We only sold them because our new home has built in wardrobes.

They're really heavy and sturdy - it took 4 adults to carefully manoeuvre them downstairs.

They paid via PayPal but arrived in person to collect. Their message on eBay states that these wardrobes don't compare to the one they already have from that range but they saw them and handled them in person and didn't say anything at the time.

I've not responded yet - not sure how to deal with it!

Pretty sure it’s a scam - don’t respond to buyer and let PayPal/EBay deal with it 👍🏿☘️ Would be my advice hi

Well you're a little bit screwed to be honest. If someone collects you have to insist on cash on collection. As they paid via PayPal there is nothing stopping them opening a claim with PayPal to say item not received and you have no proof of postage, which is the only thing that would win your case. You must always, always post if someone pays by PayPal to cover a) this exact scenario and b) someone claiming they've not arrived.

I would ask them to return the items and you'll refund, keeping him on side hopefully. I fear they'll open a PayPal case anyway and try and get their money back while keeping the wardrobes which without proof of postage PayPal will side with the buyer.

The only caveat here is if they paid via friends and family, rather than goods or services?

Oh dear. Does PayPal have anything new in place to protect you in this situation? Haven't sold anything for collection on a while but it used to be a big no no to accept PayPal for collection items. If that's still true then it might be difficult for you.

They can't claim they haven't received them, if they are now complaining about them, so that doesn't matter about paying throught PayPal.
I would argue from the pov that they had opportunity at time of collection to inform of any issues, sold as seen, they can't now say not as described. In addition you have also explained in your listing that the image used is for illustrative purposes, or words to that effect.
I think the only recourse they have is to return them as unsuitable and advise them to return them at their own cost for a refund if the product is unsuitable. They probably just want a discount, so call their bluff.
Sell them again, but cash in collection only and bought as seen in big letters on listing.

Ok. Thanks everyone. I'll ask for them to be returned and re-list.

Nightmare!

"Sorry I can't help further, the wardrobes were bought as seen and I think you had plenty of time to refuse them if you didn't want them when you collected them". Then I'd let ebay know of the issue explaining they had ample chance to turn them down when they collected them.

I thought you had to pay by pay pal now so eBay gets a cut or can you still do cash on collection?

Hope you sort it out, they were bought as seen surely

They have admitted to having them so they can't say they didn't receive them so they are trying it on

Also they may be in a worse state if you let them return them

They bought them as seen surely?

I wouldn’t let them be returned

I would say they were sold as seen and you had plenty of interest. Suggest they relist them

They could now be damaged and unsellable.

Sadly EBay will side with the buyer as most of the time. They can just say Item not as described and EBay will block the money on your account and you will have to refund/ accept return.
Was it a lot of money?
I would just probably offer some partial refund to go get them away..

It's not true that Ebay always sides with the buyer, they are more likely now to meet somewhere in the middle, so I would not be jumping to offer a discount.
Would start off firmly reiterating that the wardrobes were bought as seen and there is nothing else you can do.
Keep saying it and let them involve Ebay. Phone Ebay and explain your side of story.
I would only suggest asking them return to call their bluff, I doubt they want to return bulky wardrobes that took 4 people to move any more than you want the bother of returning them.
Just don't roll over to these kind of people, they are just trying their luck.

I would suggest going on the ebay forums. They will be up to date with what's the best way to handle this.

Update to this? It is always useful in case others find they are in a similar situation?