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If you buy or sell items on eBay, you will find tips and advice on this forum.

Original poster

Customer dissatisfaction- Am I in the wrong?

53 replies

poshsinglemum · 06/04/2009 15:26

I recently sold a pair of boots on e-bay. It was my first time selling so I was bound to go wrong somewhere.
I had only worn the boots once and described them as in excellent condition but with a few marks that added to the distressed look. They have been through several house removals so they are a bit battered but in my eyes they are in good nick.

There was also a delay in me sending the boots as I didn't realise that I had to verify with paypal etc. I was totally honest with the buyer about this and kept in touch.
The buyer has recieved the boots but has sent me a really arsey comment about the boots not being in 'excellent' condition as they looked worn more than once and had a ripple in the leather in the heel. I honestly forgot about this detail. She also said that the fur was a bit grubby. She resented paying £27 for them( the minimum bid plus postage) These boots retail for £80-£100 at least and are a sought after label- Destroy boots. She also made an arsey comment about being more than patient about waiting a week and a half for delivery. This is despite knowing that I had to wait for paypal verification and taht I am a first time seller and therefore a bit stupid when it comes to selling online.
I replied and apologised that she didn't think that the boots were in good condition but I thought that they were fine and didn't think that £27 was a bad deal considering the high retail price. I also said taht I have learned my first e-bay lesson- not to mention any potentially misleading adjectives such as 'excellent'.
I now feel rubbish- like some crook and I can imagine her writing me a rubbish rating.
I had several photos of these boots from different angles. So was I wrong to use the phrase 'excellent' condition? Mabe I should have used the phrase 'good condition'? I really didn't think that they were that bad. I think that I mislead the buyer and feel a bit bad.
This has put me off selling.

What I really feel like saying is 'cut me some slack fgs- I am a new mum to a young baby'

OP posts:
cheesesarnie · 06/04/2009 15:30

unfortuantly 'mum with young baby' doesnt cut any slack when selling online.

i dont think 'excellant' is misleading.i would contact buyer and say if not happy please return for refund (not including p and p.).it sounds like youve been honest and theyre trying it on or that theyve changed theyre mind etc.

ScottishMummy · 06/04/2009 15:32

well you have mis-described.excellent does not equal "battered" you should refund her.otherwise you are royally taking the piss

describe accurately and fairly next time

Geepers · 06/04/2009 15:33

I wouldn't describe anything as excellent that had been worn, or was old enough to have been through several house moves.

The best description I ever give is very good, as excellent to me as a buyer would indicate the item is virtually as new.

Original poster
poshsinglemum · 06/04/2009 15:34

i don't even know if battered is the right description. i described them as distressed.

OP posts:
cheesesarnie · 06/04/2009 15:34

ah.yes re-reading your post -
'They have been through several house removals so they are a bit battered but in my eyes they are in good nick.'

maybe excellent' was wrong word.

Original poster
poshsinglemum · 06/04/2009 15:39

Also i have included 4 photos and anyone can see that the boots are in good condition.

OP posts:
Original poster
poshsinglemum · 06/04/2009 15:42

yes- i admitted that to her and i will no longer use such adjectives. they are the kind of boots that look best when not pristene though but beauty is in the eye. also included pics of a few of the marks as well as pics of the whole boot.

OP posts:
cheesesarnie · 06/04/2009 15:43

whats happening now then?have you offered refund?

ScottishMummy · 06/04/2009 15:43

do stop fannying about making excuses.you described boots as excellent that you acknowledge as been through several house moves "forgot" about the ripple in leather- aesthetic flaw?and you posted late

get a grip.no wonder she is furious

offer a refund

Bucharest · 06/04/2009 15:47

ScottishMummy- cut this seller some slack for goodness sake!
She's asking advice, not for a lynch mob.

OP- I never describe anything "used" as anything but....use as few words as possible and then buyers can't accuse you of lying...I listed some jackets and shoes yesterday and just put the size, brand and the fact they are used....Make sure if you offer the refund, she pays the return postage, you're under no obligation to pay that.

Better luck next time- honestly 99.9% of transactions go off without a hitch.

Original poster
poshsinglemum · 06/04/2009 16:00

Yes Scottish mummy. Ease off please. Have apologised to this seller and offered a refund. As I have pointed out I am a first time seller and therefore clueless. I got carried away by the advertising. at least I am prepared to learn from mistakes.
I noticed that most of the written advertisements are short and to the point. I think that this is the best way to go and that hopefully the product should sell itself.
As I have said- distressed rather than battered. I was honest about this and in my eyes they are in excellent condition. The distressed leather looks great and the soul is totally clean and unworn. I showed photos that reflected the best and worst bits. The ripple on teh heel is negligabel eand didn't stop me from buying them new in store a sthe ripple was already there. All thsi I pointed out to said buyer.
I only just realised through this forum that items can be refunded on e-bay. That's how much of a novice I am.

OP posts:
ScottishMummy · 06/04/2009 16:00

cut slack for what?selling manky boots.chancing her luck

Original poster
poshsinglemum · 06/04/2009 16:00

And scottish mummy. You are very rude imo.

OP posts:
ScottishMummy · 06/04/2009 16:01

at least i dont sell manky boots and whine when i get rumbled.,hun

Original poster
poshsinglemum · 06/04/2009 16:01

I asked advice as I wanted to know what to do. SM Can't be bothered to react to you. You are clearly up for a fight!

OP posts:
ScottishMummy · 06/04/2009 16:02

and clearly you want your hand held and people to say ahh diddums

ScottishMummy · 06/04/2009 16:03

and clearly you want your hand held and people to say ahh diddums

cupcakesinthesnow · 06/04/2009 16:04

As an ebay buyer and seller it can be incredibly annoying when something described as 'excellent' arrives looking old and battered.

When listing you have to take a step back and not look at your item in your own eyes but look at it with a very critical eye in order to give the best description possible and cover yourself. When I list 'used' clothes I have them out to look at as I list, and that way I won't 'forget' about a mark or blemish that I may have become accustomed to nad not notice anymore. If I had a pair of boots that had seen a few house moves I certainly would not be listing them without giving them a jolly good looking at. Did you not 'remember' the leather flaw when you took photos of them? Surely you would have seen the flaw when doing this? Did you take photos of the soles of the boots? Although tbh photos, due to lighting, flash etc etc are not completely representative hence the reason for a really good description.

As you said, it was your first item that you have sold and you have made a few mistakes. People are not forgiving of you forgetting to verify your email/bank details etc etc when you become a seller as they expect some degree of 'Ebay professionalism'. When people have paid their money they expect everythig to be in order for their item to be posted asap. It was good that you kept in contact with the buyer though although somany sellers are so full of excuses, if this was a buyer who has experienced the bad side of Ebay how was she to know you were genuinely not delaying things on purpose. Ihave heard all manner of excuses and then never received my items before now. I have also bought boots form a seller who sent me odd boots (different type of leather and style!) and then expected me to post them back at my own expense and then wait for them to get some more money in their Paypal account before refundng me!

IMO you need to refund the buyer or offer them a partial refund ie so as they get the boots for less money - if they are open to that. Then chalk it up to experience. It's not nice to have a bad experience when selling but it happens to the best

mrsturnip · 06/04/2009 16:08

Can you post a link to the item, so we can judge from the item description. You might be being fair and the buyer might be trying it on (I assume every buyer is going to try it on these days although tbh have never had a problem- yet).

If she hasn't left feedback yet and you want to continue to sell on ebay I'd offer her to return for a refund (her postage costs + proof of postage please) or a partial refund & she keeps the boots.

mrsturnip · 06/04/2009 16:11

Ad scottishmummy - can I please have your ebay id so I can block you I have no problem with people making mistakes (someone for example bought off me, then asked for international postage, but it was way too expensive so we agreed to call off the sale), but cannot abide rude/aggressive buyers/sellers.

Original poster
poshsinglemum · 06/04/2009 16:13

Thanks for your advice all (except rude people) I have taken said advice and offered refund. Some of the responses on here have clarified the reason why so many say there is no solidarity on this site. there are ways of talking to others and this is not one of them.sm.

am always up for learning from mistakes and if i was that arrogant i would not have bothered asking for advice from those with more experience. sorry sm but your post decended into abuse.

OP posts:
Original poster
poshsinglemum · 06/04/2009 16:14

am rubbish with computers so will post link tomorrow.

OP posts:
ScottishMummy · 06/04/2009 16:15

i dont buy on ebay too many chancers there

Original poster
poshsinglemum · 06/04/2009 16:56

IMG_0189

OP posts:
Original poster
poshsinglemum · 06/04/2009 16:57

sorry- that dosn't work. will flounce when i sorted it!

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