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False claim in review
We have a buyer who is throwing false claims against us and being very rude even though we have tried to help resolve their issue. They have posted a negative review again throwing false accusations against us. eBay refuses to remove the review even though we have proved the buyers claims to be false. What should we do?
5 comments
inceptions
Mentor3 years agoLooking at your feedback response, it doesn't sound like you tried to help resolve the issue, it sounds as if you are blaming the buyer for your error.
The photo shows the item in chrome, not black. You should reach out to the buyer, apologize, and invite him to open a return for an item that is not as described so that you can refund him in full (return shipping is on you).
wolfsbaneresale
OP3 years agoThere are multiple pictures on the listing which show it as black. In addition, the item description list the item as black, not chrome. We tried to work with the buyer via message numerous times but all we got was rude responses.
inceptions
Mentor3 years agoThere are three photos on the item listing and all three show the item in chrome (actually nickel) - none are black. The description does not list a color at all, but it doesn't matter one way or another - the photos do not shown a black door handle. Don't confuse the item specifics with the item listing. The item specifics incorrectly state black which contradicts all of the photos of the item you were selling.
I don't know what you mean by "work with the buyer." The only work needed was to invite the buyer to return the item for a full refund with return shipping at your expense.
Here are the three photos on your listing of the actual item that should have been sent to the buyer:
As anyone can see who takes a look, there were no false accusations or oversight on the buyer's part here.
wolfsbaneresale
OP3 years agoWell, lessons learned on our part. To us, the handles look black in the pictures; probably because we know they are black. We’ve already adjusted our photo policy to better ensure this doesn’t happen again.
If the customer hadn’t been so rude to our staff during the message exchanges, things may have played out differently. And due to their rudeness, we blocked them from our store.
it’s unfortunate they behaved the way they did as we were very kind in our messages, and even gave them a pretty hefty discount on the item.
our reply to their negative feedback may have sounded short and blunt, but keep in mind that is after the customer continued to be rude via messages and insulted my staff.
anyway, doesn’t sound like we will get much support here. I appreciate everyone’s time.
kensgiftshop
·3 years agoI only see three photos and none of them look black.