I think I might cry. I got my first negative feedback today.
Yesterday someone broke into our car and since I was on my way to the Post Office, I had a couple of my items in the back seat. They were both stolen, so I had to get in touch with the buyers to let them know I didn't have the original items, but offered refunds and asked for a few days to replace the items completely free of charge.
One buyer refused the new item and asked for an immediate refund. I sent the refund and insisted that I was more than happy to replace his item and send it to him for free, but he said although he appreciated the offer, that was not necessary. I thought the problem was settled. Today, he had left negative feedback saying I would not ship the item even though he had won it.
Now, I understand he's upset, but at no point did I say I would no longer be shipping the item. All I asked for was a couple of days to REPLACE the lost item, in addition to returning his money.
My 100% record is ruined. :(
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4 comments:
What items were stolen? I'm so sorry to hear that!
Thanks for your comment. The items weren't really valuable - it was a pair of used jeans and one of the dresses. They were both in their shipping bags so they must have looked more valuable than they really are. What really hurts is that even after I made the best effort not to leave the buyer high and dry by offering him something BETTER than what he'd won - and he REFUSED - he still gave me feedback that makes it sound like I'm the kind of seller who doesn't fulfill her end of the bargain.
I'm getting ready to post an entry about what my response to this problem will be. I'm prepared to live with negative feedback but I'm not going to give up on trying to turn this dissatisfied customer into a satisfied one.
I just noticed that feedback...ughhhhh!!! I would email the buyer again reiterating the conversation you had via email about you sending him a new pair of jeans. Ask him if there is anything you can do to rectify this situation. I am thinking he is probably thinking you are lying because he won them for .99 and you would be taking a loss. I have been on many forums where sellers will say they "lost" the item so they don't have to sell it for so cheap. however you are offering him a new pair of jeans so that should debunk that. Some people are just difficult no matter what. I do agree you need to work hard to get that feedback removed because you are so new. If you can't see how that affects your sales and if it is then you may want to consider opening a new ebay seller account and staring with a different user id. Only because you are so new. Sorry this happened to you. Good luck!
Thanks for the advice. Here's what I'm doing:
I sent him the new jeans anyway - bought them at a department store and had them sent directly to him. What's the worst he can do?? He already gave me back feedback! Is he going to sue me for sending him a gift??
They are identical to the ones I lost, except they're new. Once he receives those, I will write him an email asking him to reconsider, and reminding him that I gave him the option of either receiving another pair of jeans in a different style right away or giving me a few days to locate the exact jeans he had paid for (all for FREE). When he turned me down, I even reiterated my offer. I understand some buyers use the "lost" excuse to try to back out of their deals, but come on?! Who would be dumb enough to do that and then offer a NEW pair of jeans?? Blech.
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