Buyers Remorse..Buyer from Hell

[jlarnold]

I have sold many designer bags on Ebay over the last few years, all from my own collection, my feedback is 100%. How did I not know that that would soon end and I would be dealing with a nut job??

I sold a YSL Ivory Downtown on 8/26. She contacted me and offered me a little less than I was asking without asking any specific questions about the bag. I agreed and she did a BIN with free shipping. I sent my husband to the post office 8/27, bag securely boxed up, and he mailed it with insurance and signature required. He didn't send it Priority as I have always shipped my bags (he caught hell for that) and I didn't think to remind him because it had been a while since I had sold anything. The post office gave him an ETA of 9/2 which wasn't that much longer than Priority considering it was going to the West Coast. I emailed her on the 27th to let her know the bag was on it's way and to please let me know when it arrived safely. She sent me a message on the 29th wanting to know if I had a tracking number so she could see where it was and I emailed back that I only had a signature confirmation tracking number. She didn't receive it on the 2nd and on the 4th called Paypal for my phone number and called me while I was out running errands. She was upset that the bag was not there, I assured her it would be there and then proceeds to ask me about whether it was from a non-smoking hh and different things about the bag which I would have expected before she paid me. She also explained that the she has things shipped to her husbands work to make sure she gets them and that there would be no one there from Sat-Mon. I was kind of upset that she hadn't received it so I called my post office directly and he confirmed that the ETA was expected to be the 2nd but things sometimes take longer when going to either coast. He also said that he could see that it was moving in the system and that it was not lost. So in the midst of my errand running, I called her back to let her know that it would be there anytime and she thanked me for letting her know. When I got home and checked my email she had sent me a message before she called which I thought was quite nasty saying if I didn't take care of this, she would get Ebay involved. WTF?? I did send her a response saying that I could not control or be made responsible for transit times and that I thought her message was very rude considering it had only been a few days. I told her that I completely understood that she was anxious to get it but it was also her decision to have it mailed to a business that was closed on weekends and that I had kept in close contact with her regarding the transaction. Well, guess what?? A delivery attempt was made on Saturday and of course, no one was there to sign for it. I tracked it this morning and it had been redelivered yesterday, successfully.

Now, I'm relieved, but guess who I get a phone call from today? The one and only, buyer from hell! Now she says she is going to send it back because the color is off (it's not) and she took it to YSL and they said it was authentic but had been redyed!! I do want to mention that I bought it from another very trustworthy TPF'er 1/08 who is a Powerseller on Ebay with 600 plus transactions with 100% feedback.

I am a YSL fanatic and carried into Nordstrom at Fashion Valley Mall in San Diego and the color was no different. It's BS. My auction also stated "No Returns" which I always do with the exception of another bag I have on there because I can't get an accurate picture of a spot.

I am so upset and mad because I should have seen something like this coming....she was just a bit off. If I were going to purchase a designer bag on Ebay, I would be asking tons of questions beforehand. She was supposed to call me back but it has been a couple of hours and I have not heard anything. I could just accept the bag but it is really the principle that matters to me. I think she has major "buyers remorse" and is using anything she can to get out of the deal.

Any opinions?

[fembot2662]

sounds like to me she is just trying to be sneaky about the whole entire transaction- you could hold her to the no returns but honestly it might be more of pain- this is why sellers should be able to leave more feedback regarding buyers!!!!

[pigalle74]

I understand your frustration but ebay is skewed towards buyers and even though you said no returns on your listing, it doesn't mean anything. She can come up with some bogus reasons and file a SNAD and you'll likely have to accept the return anyway.

I would just tell her to ship it back and I would offer her a refund minus shipping costs. It saves more headaches and time and I know I'll likely to get more upset over the situation and I'd rather just end it here. But that's just me.

[Coach Bag]

This is just MHO, but I would just take it back. I know that there is the concern that she will switch the bag...but is it really worth your time an aggravation to deal with her? She should pay the return postage, give her a refund after it arrives, and file with eBay to get your fees refunded.

[jlarnold]

I understand what you are both saying but aren't we just encouraging buyers to bid on something or use BIN regardless, because "Hey, if I don't like it when I get it, I'll just threaten the Buyer and get my money back"? What is the point, if that's the case?

If I know that there was no problem with the color of the leather, then why would I take it back? I am very picky about my bags and almost treat them like a baby when I'm out...so much, that my dh makes fun of me. I only used it a couple of times, but I guarantee you, if there was something wrong with the leather or anything else, I would have seen it. I scrutinize every inch of every bag that I buy, even directly from YSL, Nordstrom or any other reputable dealer. Honestly, she almost seemed to be looking for reasons to return it before it even got there.

It's not about the money. She got a gorgeous bag from a honest, reliable seller and changed her mind for whatever reason. She needs to stick with the agreement as do all Buyers or we will all be screwed as Sellers (if we're not already). If she doesn't like it, then sell it on Ebay!

[pigalle74]

jlarnold, it's really up to you what you want to do. If you're willing to put up a fight good for you. From what I know, ebay/paypal is really buyer friendly and even if she comes up with a lame reason (such as one inch difference on the measurements) and files a SNAD, paypal will side with the buyer. Plus if you won't accept the return she will likely leave a negative feedback on you and some sellers do very much care about the rating. Personally I wouldn't spend my energy and time for a fight that I'll likely lose and many sellers here have learned it very hard way. But like I said it's really up to you and if you tell your buyer that you stand by your rules and won't accept the return, she might just go away. Good luck!

[print*model]

Personally, I would fight her on this. I've been selling high-end bags and shoes on eBay for 11 years and although I have not had too many cases like yours, I've won more SNAD disputes than I have ever lost. I always fight them. Always. And yes, I agree with you. When a seller automatically caves in with the thought that they would never win against a buyer, it perpetuates the behavior of those buyers who want to use eBay to "shop" for items and upon receiving them decide whether or not they want to keep them despite the seller's return policy.

Save your emails and dig your heels in. You may win, you may lose, but at least you fought for what's right. And if you win, you'll be sooooo happy you chose to fight it.

Good luck!

[docride]

Oh I am sorry to hear this happened to you...I have had it happen also.I just smile and say sure no problem ship it back I refund them without the whole mess of Paypal getting involved, and it is resolved more quickly this way. If you are going to be a seller of designer bags you are going to get a crazy buyer eventually ...the two just seem to come together at some point. Better luck in future :o)

[jlarnold]

I think I have to fight no matter what the outcome. It guess it comes down to one thing and that is honesty. I have purchased a few things on Ebay that I wasn't so thrilled with but if the auction was NO RETURNS then I have kept it or sold it. I haven't created a reason to return it because I didn't like it in person. I am just so sick of dishonest people and the crap that people dish out.

I still have not received a phone call back from her but maybe she's busy filing her SNAD report.....who knows. If she leaves negative feedback, then she does.

I think after my last bag goes, I am officially done with Ebay ,no matter what, at least as far as selling goes. The fees are way to high, and even though I have been so lucky with the great Buyers that I've had, I am going to call it quits. This girl got an awesome deal on my bag. I know that I would have gotten more for it but she seemed to really want it so I countered and we made the deal. I have always lost money when I've sold bags but I always was happy to know that someone got a great deal.

I welcome more opinions and will keep you posted. Thanks!

[chloehandbags]

Originally Posted by pigalle74

I understand your frustration but ebay is skewed towards buyers and even though you said no returns on your listing, it doesn't mean anything. She can come up with some bogus reasons and file a SNAD and you'll likely have to accept the return anyway. I would just tell her to ship it back and I would offer her a refund minus shipping costs. It saves more headaches and time and I know I'll likely to get more upset over the situation and I'd rather just end it here. But that's just me.

Why make more stress for yourself, if you don't have to?

I don't sell much, but when I have, I have always accepted returns (and said so, in the listing).

If you describe things accurately and in full, I have found that very few people take you up on it, anyway.

Only about 1 in 20 people asked me for a return and that was when I was selling clothing, which sometimes doesn't fit and/or suit people! I assume bag returns would be a far lower proportion still?

So, really, no big deal!

Also, if you refuse returns, in general, it is always a concern that frustrated and/or bad buyers may even take it upon themselves to damage an item, in order to return it.

So, the fact that she is only complaining about colour, may actually be a blessing in disguise (whether it is true, or not)!

Make sure you get the same bag back before refunding her, though!

BTW, I know you say it hasn't been, but if there is even the slightest possibility that it could have been redyed, however, you must, of course, refund her in full, including original shipping fee; as that is her right if the item is SNAD.

[jlarnold]

[QUOTE=chloehandbags;12382930]

Why make more stress for yourself, if you don't have to?

I don't sell much, but when I have, I have always accepted returns (and said so, in the listing).

If you describe things accurately and in full, I have found that very few people take you up on it, anyway.

Only about 1 in 20 people asked me for a return and that was when I was selling clothing, which sometimes doesn't fit/suit people! I assume bag returns would be far lower still?

So, really, no big deal!

In my opinion, taking returns is more of a pain which is why in the years of selling I have chosen not to. This is my option as a Seller. If there was something wrong with the bag that I had overlooked then it would be a no brainer. Obviously, I would not have a problem with that. It is the fact that I seriously believe, she had decided she didn't want it before she even had it in her hands. If we, as Sellers, have a choice to take returns or not, which we do, then Buyer's need to choose their auctions selectively. I could tell from her phone call that she was having second thoughts. It is her responsibility as a Buyer to bid or purchase responsibly. I will get down off my soapbox now

[chloehandbags]

Originally Posted by print*model

When a seller automatically caves in with the thought that they would never win against a buyer, it perpetuates the behavior of those buyers who want to use eBay to "shop" for items and upon receiving them decide whether or not they want to keep them despite the seller's return policy.

But, surely, that kind of attitude drives down the prices on eBay, for everyone?

This is because, if buyers feel that every time they bid they are taking part in a gamble, a lucky dip and the only way they will be able to regain their losses, on an item that isn't suitable/wasn't as expected, is to resell it (quite possibly dishonestly, again, as it may well have been sold to them!), then they will not be prepared to pay anything like as much as they would if they felt they had a stress-free way of returning the item and moving on.

I know there is a yard sale mentality on eBay, but eBay is online, so people do not have a physical venue to inspect the goods in person (as they would at a yard sale), so it is not really fair to say no returns, IMHO.

After all, on any other online retail website, you have to allow returns.

[chloehandbags]

Originally Posted by jlarnold

In my opinion, taking returns is more of a pain which is why in the years of selling I have chosen not to. This is my option as a Seller. If there was something wrong with the bag that I had overlooked then it would be a no brainer. Obviously, I would not have a problem with that. It is the fact that I seriously believe, she had decided she didn't want it before she even had it in her hands. If we, as Sellers, have a choice to take returns or not, which we do, then Buyer's need to choose their auctions selectively. I could tell from her phone call that she was having second thoughts. It is her responsibility as a Buyer to bid or purchase responsibly. I will get down off my soapbox now

Is there room for two soapboxes, in here?!

I'm not saying you have to accept the return, if you don't want to - if you would prefer, you are, of course, perfectly entitled to refuse her request and risk a neg..

I'm just asking, is it really worth it?

If you've already made up your mind, however - then, really, why are you asking for our opinions?

[jlarnold]

Originally Posted by chloehandbags

Is there room for two soapboxes, in here?! I'm not saying you have to accept the return, if you don't want to - if you would prefer, you are, of course, perfectly entitled to refuse her request and risk a neg.. I'm just asking, is it really worth it? If you've already made up your mind, however - then, really, why are you asking for our opinions?

The issue is NOT about returns and whether it's best to take them as a Seller. I just don't happen to......some Sellers do. I guess I'm so appalled by this girl and her tactics.....that's why I posted this and am very interested in opinions whether I've made up my mind or not.

[skydive nikki]

I can't believe this buyer! I would want to fight if I knew there was absolutely nothing wrong with your bag. It does sound like buyers remorse to me. Whatever you decide will be the right decision. Good luck. Beware, I recently filed a SNAD and ebay did say that they usually side with the buyers. They said they want the sellers to be held accountable. You should tell this chick that she shouldn't be buying things sight unseen anymore.