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Buyer left me negative feedback After I did everything Right and Ebay employee Said I was Right

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- last edited 01-20-2014 12:07 AM by

The buyer and her son bought a purse from me.  I apologized perfusely when I sent it to the wrong adress.  I offered to refund over and over from day one while trying to recover the item.  I called multiple  USPS', Ebay, other shipping companies.  I was unable to get the item back. I gave her a full refund and during all this time she was sending me threats, calling me names, and sending abusive emails that I still have.  Her son than did the same exact thing.  I called Ebay and they said I did everything correct and said they would take care of it.  Not only did they not take care of it or give me any refund but now they left my negative feedback and I can't leave them feedback.  The Ebay employee said I did everything right and she would take care of everything, though she did nothing.  Now I have a bad feedback score when I did everything in my power to do the right thing by her.  This is not okay!!!

forumride
Rockstar
Yeah, what happened is that lee gave an unnecessarily sarcastic and hostile response which should have been edited or removed - and the OP became defensive and hostile in return. This happens on the AC all the time and shouldn't.

OP said they wanted the item - so it's not auction interference. I have seen and bought items that have come to my attention because of posts on the AC. They can do something about it if they leave an unwarranted negative feedback or cause trouble in any way.
Rockstar
city: The answer center moderators are not eBay employees, they do not answer to eBay and they have absolutely no influence on anything eBay does.

eBay uses a company called Lithium to host and moderate the forums. The moderators work for Lithium and are here to basically keep things from getting out of hand, to edit inappropriate content, or to delete personal information posted in error. They are not agents of eBay.

Accepted Solutions (1)

Accepted Solutions (1)

Solution

A few things wrong here.

 

You shipped the package to a wrong address? There is not much you can do to correct that after the fact, as you have found out. You were correct in sending back their full payment and apologizing...but sounds like they were not going to forgive you for the mistake.

 

Buyers are allowed to leave feeback of their opinion of the transaction. Ebay does not remove it except under special circumstances, and this one does not qualify, since you actually made a mistake in shipping. Sorry.

 

If you think there will be a refund from someone when you make a shipping mistake; that will never happen. You must take responsibility for your mistakes because you are the business owner that sold the purse.

 

One negative feedback is not going to kill your seller account. Yes, it will hurt some, but most buyers will forgive one missed step for a seller. Just try to move on and stay positive. Stuff happens sometimes that is hurtful, but when you are dealing with the public and total strangers, sometimes they can be mean spirited and unforgiving.

 

Most all sellers on ebay have experienced this type of customer, or will eventually if they sell long enough. It used to just kill me trying to deal with people like this. Now I have found out how to keep everything impersonal in cases like this, and just realize it is a process that needs to be taken care of. We all make mistakes, but I believe that the truly good people wind up making the best sellers and will survive and thrive as ebay sellers as long as their heart is in the right place.

 

Good luck. Keep your head held high and remember to smile.

theneodude3579
Pathfinder
I agree man with everything except that her and her son sent me 3-5 threatening emails with abusive name calling and very inappropriate things which I sent to eBay.
Rockstar
Yeah, that was the correct thing to do. There is no way to control what a stranger does to you through email. Sometimes it is best to just overlook emails with threats. The internet has created a lot of people that think it is OK to bully people that cannot retaliate. The son may be living in Mom's basement and been bullied all their life, and now is taking it out on you.

Answers (4)

Answers (4)

Okay, I understand how one can ship an item to a wrong address because I have done just that. How you ask?? By printing out two labels one after the other and then applying them to the wrong packages. Tried to save some time during an extremely busy time. Dumb, dumb, dumb!!!!!! Thank goodness I had some understanding customers but I went above and beyond what most would expect and sent the wronged people a couple of extra items that they had wanted while I waited for the original items to be returned and then sent those on as well. Did I lose a little money and inventory in the end, yes. But I gained something from my mistakes (integrity that my customers can rely on) and a very valuable lesson learned. Slow down!!!!!!!!!! I now print out only one label and then attach it to the package before I move on to the next one. Won't make that mistake again!!! In the end having happy customers is worth the little loss. Oh, and we won't even talk about the angry, hard to please people out there. We have all had them or will eventually. One in particular almost had me throwing in the towel but after a few days of cooling off I was back in the game again. The good, pleasant ones more than make up for the rotten apples. One more thing, I had my first negative feedback recently from a lady in England. She got all hot and bothered about me changing my ship fees to reflect the more expensive fees to ship to England. I clearly stated in my ad that if you are not from the US please wait for an invoice as the shipping fees will be higher. She didn't read that part I guess. Anyway she left me a very nasty feedback and then wrote me an email apologizing as she was paying for two things at check out and thought she paid too much. Didn't have anything to do with me but here I am with a bad feedback. Called eBay and asked that it be removed and was told they couldn't do that. I asked to speak to a supervisor, was put on hold for a few minutes and she was back (never did speak to a supervisor) and told me it was gone. Sure enough it was. Guess you have to stick to your guns a bit if you feel you are right. Another lesson learned. Good luck!
Rockstar
shipping to the wrong address is every seller's nightmare! I also only do one label at a time and double and triple check it before I send.
- last edited 01-19-2014 09:22 PM

Well now, her son really needed his new purse for his date!

The feedback does not rise to the occasion where it qualifies for removal. Your reply shows your unprofessionalism.

Once you knew the item was sent to the wrong address why did you wait to refund knowing they would never get the item.

Who did you think would refund you and why?

And I would just love to know how you managed to send a package to a wrong address.

 

The eBay employee may have told you that you did everything right, but from your post I don't see where you did anything right.

 

Kept that poor boy from his purse.

Sent their purchase somewhere else ( still want to know how that happened)

Did not make a timely refund.

And now you are complaining about getting a better feedback than I would have given you for breaking my son's heart - him wanting that purse so.

 

Did I mention I would love to know how you shipped to a wrong address?

 

 

************ ************** ******************
The opinion given here is my understanding of the policies I have read, and personal experiences on eBay. You paid nothing, feel free to value it based on that price if you wish.
theneodude3579
Pathfinder
Uh actually I offered a refund immediately. I didn't know that I wouldn't get it back. She said don't refund yet in case I got it back. I called their post office in Ohio. They said they were going to try and get it back. They didn't. I offered a refund every day while calling Ohio to try and get it back. I'm human I made a mistake and sent to the wrong address.
theneodude3579
Pathfinder
I didn't know I wouldn't get it back. I offered EVERY DAY to refund they were the ones who said no lets wait to see what the post office does. Your rediculous
leesballcaps
Rockstar
You sent it to the wrong address (how in the world did that happen?) what makes you think they would ever get it?
I would not have offered to refund, I would have refunded.
If I got it back in a timely fashion they could have purchased again if they were inerested.
This entire conversation boils down to just one thing.
How did you manage to ship to the wrong address?
Everything else is secondary.

Wait, you called their post office in Ohio? But you didn't ship it to the buyer, so why were you calling the buyer's post office? Why weren't you calling the post office where the package was sent?

So where did you get the wrong address from?
That is the answer to it all. The only point of importance.
theneodude3579
Pathfinder
not to mention smart guy it is not okay to send me threats/abusive messages/and emails calling me names. You must have got your GED. good luck
leesballcaps
Rockstar
I haven't sent you anything. What are you talking about?
theneodude3579
Pathfinder
leesballcaps I have a spread sheet of sold items. I made a mistake. I'm human. I didn't refund immediately because she asked for me to wait to see if I could get it back. I called Ohio because that is where I accidentally shipped I. It was a previous buyer from the spread sheet
theneodude3579
Pathfinder
I am talking about the buyer. Not you
Rockstar

be careful. There are others watching

leesballcaps
Rockstar
That is so cute and immature of you, make a purchase from me with the intent to cause a problem. I have saved this thread for eBay and they will reverse whatever you do because of it. There will be no sale to you. You are just full of mistakes aren't you.
theneodude3579
Pathfinder
The point is I did everything the buyer asked. It is not okay that I can get negative feedback after receiving threatening, abusive, name calling emails while I did everything she requested. Ebay got the emails and said I was correct in everything I did
theneodude3579
Pathfinder
Actually you will receive great feedback if you do things correctly. I am giving it to my grandfather who was a fire fighter for his 80th.
theneodude3579
Pathfinder
I actually am not a child and want the item.
theneodude3579
Pathfinder
You know what I wanted the item. I will be the bigger person and still not leave negative feedback
duskye
Rockstar

Wow am I sure glad I use a Posting ID...:robotindifferent:

leesballcaps
Rockstar
@duskye
That is what I get for trying to be helpful. Wish I had the forethought to buffer myself like that. Will have before it happens again.
theneodude3579
Pathfinder
so then your saying it is okay with what they did sending threatening abusive/name calling emails to me. While I followed every direction they wanted me to
msrafaela
Guide
Please refrain from the interpersonal disputes and arguing here. Stick to the question at hand only please. Thank you.
totocz444
Enthusiast
This guys leesballcaps is obviously on a power trip. No worries man. Live and learn

I dont see anyone else asking, but: you said yousent it to the wrong address. Now, did THEY ask you to send it to a different address then listed? Do they accuse you sending it to the wrong address because you didnt chnage it to something they requested? If so, they are wrong not you. If you did in fact screw up the address, you wont be getting anything back.

leesballcaps
Rockstar
The same thing I tried to find out. I hope you survive asking.
The OP finally replied with the answer.
He sent it to another, previous buyer.
Instead of simply contacting that buyer and asking them to please refuse it, he led his true buyer of the item in circles promising to refund but not doing it.
Rockstar
Don't see what difference it makes as to why they sent to the wrong address - that happens.

Also don't see why you're saying they "led the true buyer in circles promising to refund but not doing it". OP has made it very clear that the buyer said not to refund but to wait. You said you would have just refunded - but I think I would have listened to the buyer and waited also.

Seems to me the OP was trying to do whatever they could to fix the situation and is disappointed with the results - which is normal. They messed up and they know it. Now it would help to advise them as to what they should have done differently and what they can do now - instead of criticizing and berating them. I think the hostile answers on the AC need to stop.

OP said......................

"She said don't refund yet in case I got it back."

"I didn't know I wouldn't get it back. I offered EVERY DAY to refund they were the ones who said no lets wait to see what the post office does."


Were the "emails" through the ebay messaging system or to your personal email account? If they went to a personal account, file a criminal complant through your local police department, or if they will not act on it, call the FBI. It is a federal crime to make physical threats in emails or social media. 

 

As far as what the ebay reps told you, get used to it. All they do is tell you what you want to hear and that they will take care of the other party. Ebay will not tell you what they "WILL" do because they probably will not do anything. See if the buyer still has a ebay acount. 

 

Ebay really does not care. I have been a "member" since 2001 and have heard and seen it all. The ONLY thing that have gotten any better is them giving seller "free" listing to help keep MORE sellers from bailing on them.