eBay

sharingtheland · ‎05-15-2018

I have no idea if anyone here is selling anything like small furniture but here's my story about the competition.

I ordered two ottoman/stool things from All Modern (Wayfair company) which were delivered today and a few of the super cute little gold ball feet were missing paint in small spots from poor packaging. I filled out the very simple return form and included photos. I was dreading the trip to FedEx which is 10 miles in horrid traffic to ship them back.

Within 8 hours I had a full refund - $450 - and was told to donate or give away the damaged pieces. No need to return.

I just checked similar new items here and almost all of them are much more than I paid, of course require buyer pays return shipping and most have 20% restocking fee.

Now, at which site will I look for another ottoman/stool ?

Not saying we can do anything about it or buyer pays return shipping is bad or anything negative about ebay/sellers. Just that's what we're up against in this day and age.

Sherry

=^.^= =^.^=
( ) ( )
" " =^.^= " "

jason_incognito · ‎05-16-2018

What so many fail to understand is that every single compnay tracks returns.

I can guarantee you that you have an internal ranking with Wayfair that determined how they handled that return.

They know everything you've ever bought from them. They know the damage rate for the company that sent that item. They know their initial cost, etc.

All of that played into how it was handled with you.

I used to manage a pick floor. We'd get stores that said such and such wasn't in their order. We could pull up the pick and see exactly what location the picker should have pulled an item from. I could pull up the quantity that location was suposed to have. I could go there, count the item and see that yes, we didn't send the item because I have 1 more than I am suposed to. In a case like that we would fall all over ourselves and apologize. We knew we made the mistake. Other times, because we had cameras and could pull up footage of the box and see that the item was in the box when it shipped, we could not be at all generaous to the buyer.

I'd bet for that item they have a file and it shows that a common issue is the finish on the feet. Someone somewhere decided it is cheaper to refund on the few that complain rather than spent thousands upgrading the packing for all of the ones sent out.

It would be crazy for a company not to have safeguards in place. They need to track the customer's returns. They need to track the suppliers returns and they need to flag abuses in both directions.

eBay doesn't do that. They tell sellers to refund upon return. For everything. For buyers who return 100s of items......

In order to have a liberal return policy you need to monitor it for fraud, but eBay doesn't.

"Believe in something, even if it means sacrificing everything" Colin Kaepernick the new face of NIKE

terrycanarsky · ‎05-16-2018

It would be crazy for a company not to have safeguards in place. They need to track the customer's returns. They need to track the suppliers returns and they need to flag abuses in both directions.

eBay doesn't do that. They tell sellers to refund upon return. For everything. For buyers who return 100s of items......

In order to have a liberal return policy you need to monitor it for fraud, but eBay doesn't.

Exactly! eBay has forgotten it is ONLY a selling venue and has self-determined to become another ecommerce site like Amazon (or other online store). It. is. not. eBay stocks nothing, eBay sells nothing. They don't even monitor ship rates - a 3rd party service reports on sellers' rate of shipping (shipping on time or uploading tracking, etc). True story, had it explained several times as I called to report glaring screw-ups in our shipping record (which can, of course, impact a seller's account status rather significantly!)

In other words, eBay really doesn't have a dog in the fight. Their paycheck comes from the sellers' FVFs and other companies advertising on the site, not from direct sales or monitoring fraud or shipping or anything else. They are a venue who desperately wants to be more. Sad part is they have the talent and the theoretical ability to be more - but not in the current or proposed formats.

~M

emerald40 · ‎05-16-2018

@auctionpet wrote:
@chrysylys wrote:
@sharingtheland wrote:

a few of the super cute little gold ball feet were missing paint in small spots from poor packaging.

What I would have done is got a little gold paint and touched them up without ever contactiing the company.

Complaints over minor things is what companies are facing these days.

Of course, so they can get the item for free or at a discount! Since it is simply paint, retouching would have made them fine. Or perhaps they're the type that you unscrew and are replaceable.

I'd rather have this type of buyer shop elsewhere.

So you feel a buyer should accept a defective item and just shut up about it?

As a a buyer I would go elsewhere as well.

emerald40 · ‎05-16-2018

@ted_200 wrote:
@chrysylys wrote:
@pburn wrote:

I don't understand the point of pasting ... return policy in its entirety in your post. Was there something in particular to which you were trying to draw our attention? I read the whole thing and didn't have a clue what you were trying to get across.
Me neither.
I think the point was that their posted policies and what happened with the OP are not the same things.

I have no idea why they would have done what they did, rather than going with their stated policies. I assume it's the "well, it's damaged, we don't want it back anyhow, there's no point in sinking more money into it, just refund and be done with it" idea.

_____________________________________

I bought a sofa at Pottery Barn, an upscale store in my area.

It came defective. They sent me another one and did not ask for the original back.

Now I am sure they keep track of it. Do it too many times, and they may refuse your business.

But this is what some stores do to distingish themselves from the rest. Yes their items are nice but their service is impeccable.

emerald40 · ‎05-16-2018

@edrud0 wrote:
@southern*sweet*tea wrote:
Yep, people tend to forget that the little guy has to compete with the big guys, and nowadays the average buyer doesn't/can't/won't differentiate between the two.
I think the average eBay buyer doesn't understand that eBay is made up of many sellers. They have come to expect a certain degree of customer service from larger retail websites.

Do buyers pay in a different type of currency to small businesses. No it is their hard earned money. And they should expect the same quality no matter where they buy it.

No one should have to buy a piece of furniture and repair it, unless the damage was explicitly stated upfront before purchase.

To save money I once bought a floor sample. Had some dings. But they were disclosed and it was priced accordingly.

auctionpet · ‎05-16-2018

@sharingtheland wrote:
Geez, people (some people). The thread isn't about me and what I am going to do with the ottomans; it's about very liberal policies at other mega online retailers with which we, as small sellers, simply cannot compete. And ebay is trying to force us to compete with those mega sites with policies such as free returns, etc.

To whomever posted Wayfair's return policies: I've been a long time Wayfair* customer and returned more than a few items in the past; some at my expense, some at Wayfair's expense. Wayfair still loves me.

The ottomans were dropshipped from Savafieh and, obviously, both companies decided the return shipping was not worth it for damaged items. For $450, I do not expect to have to run to Lowe's and buy some type of paint for all 8 feet since I'd never be able to touch up the original burnished gold finish.

Again, this isn't about me. I was trying to give a firsthand example of what we're facing and the resulting long downhill slide we're in here. A sad realization for me when I received that $450.

*Wayfair also owns Joss & Main (ever watch Propety Brothers?), All Modern, Birch Lane and Perigold. Returns are all handled under the Wayfair umbrella. Williams-Sonoma owns Pottery Barn, PBTeen, Pottery Barn Kids, West Elm, Rejuvenation, Williams-Sonoma Home and Mark and Graham. See the trend?

Excuse, me but it is. You were so upset about some bits of paint missing on the items that you were prepared to return them. Now that you have your monies back based on your disappointment and the company telling you to donate the items or give them away, it would seem this is what you should be doing. Otherwise, why would you request a return and not ask for a price adjustment. Companies can have the carrier pick up large items being returned using a call tag, You wouldn't have had to drive anywhere. So , again, what charity are you donating them to?

BTW, your not supposed to be promoting other sites on these boards.

auctionpet · ‎05-16-2018

@emerald40 wrote:
@auctionpet wrote:
@chrysylys wrote:
@sharingtheland wrote:

a few of the super cute little gold ball feet were missing paint in small spots from poor packaging.

What I would have done is got a little gold paint and touched them up without ever contactiing the company.

Complaints over minor things is what companies are facing these days.

Of course, so they can get the item for free or at a discount! Since it is simply paint, retouching would have made them fine. Or perhaps they're the type that you unscrew and are replaceable.

I'd rather have this type of buyer shop elsewhere.

So you feel a buyer should accept a defective item and just shut up about it?

As a a buyer I would go elsewhere as well.

Yay!

fuzzyfurball · ‎05-16-2018

Yeah I've never had a problem with Wal#art. Everytime i don't get what i paid for, they return my money or give me a replacement. It helps i buy $100 or more in groceries & clothes from them every month. If i were to have problems here, im sure the seller would think im a scammer or if i run into s truly bad seller, they'll give me a hassle or the runaround with a refund. That's one truly dependable thing about buying from the big stored-you get what you expect, they don't fluff up or deliberately omit item details, and you can sleep easy with getting a refund or replacement.and if the item is truly in bad shape, they believe you and won't waste your time & money returning it back to them. Same thing with Ama#on-great service service!!

**************************************************************************************
I'm only on the internet once or so per week, so if you have a response or question for me and I don't get to it within 2 hours, be prepared to wait another week or more. Sorry but fuzzy furballs take catnaps too!! -)
MY REVIEW/GUIDELINES FOR BUYING ON EBAY FOR BUYERS -UPDATED JULY 31 2017

luckythewinner · ‎05-16-2018

@getitright1234 wrote:
Wafair Return Policy

That return policy you posted is a lot to read, especially considering it had little to do with the OP's experience. The OP was asking to return an item - he recieved damaged merchandise.

getitright1234 · ‎05-16-2018

@luckythewinner wrote:
@getitright1234 wrote:
Wafair Return Policy
That return policy you posted is a lot to read, especially considering it had little to do with the OP's experience. The OP was asking to return an item - he recieved damaged merchandise.

Op's original post:

05-15-2018 06:42:13 PM

"I have no idea if anyone here is selling anything like small furniture but here's my story about the competition.

I ordered two ottoman/stool things from All Modern (Wayfair company) which were delivered today and a few of the super cute little gold ball feet were missing paint in small spots from poor packaging. I filled out the very simple return form and included photos. I was dreading the trip to FedEx which is 10 miles in horrid traffic to ship them back.

Within 8 hours I had a full refund - $450 - and was told to donate or give away the damaged pieces. No need to return.

I just checked similar new items here and almost all of them are much more than I paid, of course require buyer pays return shipping and most have 20% restocking fee.

Now, at which site will I look for another ottoman/stool ?

Not saying we can do anything about it or buyer pays return shipping is bad or anything negative about ebay/sellers. Just that's what we're up against in this day and age."

The OP in her original post went beyond speaking about her experience, she made a comparison of eBay's current/soon to be return policy. My thoughts were/are: any reader of this post who cared to be informed needed to know just what is Wafair's Return policy . Now, ................ you must take it up with Wafair if you believe their return policy is too long, because (guess what, ) I posted a shorter version.

d-k_treasures · ‎05-16-2018

@chrysylys wrote:
@sharingtheland wrote:

a few of the super cute little gold ball feet were missing paint in small spots from poor packaging.

What I would have done is got a little gold paint and touched them up without ever contactiing the company.

Complaints over minor things is what companies are facing these days.

Yep - Wayfair probably didn't have any skin in the game - who the OP hurt was the manufacturer - since wayfair would most likely deduct the cost of the item from their payment to them calling it damaged.

_____________________________
"Nothing is obvious to the oblivious"

sharingtheland · ‎05-16-2018

HOW did this get to I hurt the manufacturer? HOW am I the bad person and the manufacturer is the victim? Why didn't the manufacturer properly package and protect the items?

I. Had. No. Idea. Wayfair would issue a full refund and tell me to donate the items. All I was expecting was a paid-for return shipping label(s) (2 big boxes).

Sherry

=^.^= =^.^=
( ) ( )
" " =^.^= " "

d-k_treasures · ‎05-16-2018

@sharingtheland wrote:
HOW did this get to I hurt the manufacturer? HOW am I the bad person and the manufacturer is the victim? Why didn't the manufacturer properly package and protect the items?

I. Had. No. Idea. Wayfair would issue a full refund and tell me to donate the items. All I was expecting was a paid-for return shipping label(s) (2 big boxes).

I didn't mean 'you' as in you, but the proverbial 'you'.

Like you said, it ws drop shipped. They're not paying up front for those items - they will pay in 30-45 days. And they won't pay for the damaged one - but the manufacturer will not know that until they see the deduction on the remittance advice.

_____________________________
"Nothing is obvious to the oblivious"

sharingtheland · ‎05-16-2018

@auctionpet wrote:
@sharingtheland wrote:
Geez, people (some people). The thread isn't about me and what I am going to do with the ottomans; it's about very liberal policies at other mega online retailers with which we, as small sellers, simply cannot compete. And ebay is trying to force us to compete with those mega sites with policies such as free returns, etc.

To whomever posted Wayfair's return policies: I've been a long time Wayfair* customer and returned more than a few items in the past; some at my expense, some at Wayfair's expense. Wayfair still loves me.

The ottomans were dropshipped from Savafieh and, obviously, both companies decided the return shipping was not worth it for damaged items. For $450, I do not expect to have to run to Lowe's and buy some type of paint for all 8 feet since I'd never be able to touch up the original burnished gold finish.

Again, this isn't about me. I was trying to give a firsthand example of what we're facing and the resulting long downhill slide we're in here. A sad realization for me when I received that $450.

*Wayfair also owns Joss & Main (ever watch Propety Brothers?), All Modern, Birch Lane and Perigold. Returns are all handled under the Wayfair umbrella. Williams-Sonoma owns Pottery Barn, PBTeen, Pottery Barn Kids, West Elm, Rejuvenation, Williams-Sonoma Home and Mark and Graham. See the trend?
Excuse, me but it is. You were so upset about some bits of paint missing on the items that you were prepared to return them. Now that you have your monies back based on your disappointment and the company telling you to donate the items or give them away, it would seem this is what you should be doing. Otherwise, why would you request a return and not ask for a price adjustment. Companies can have the carrier pick up large items being returned using a call tag, You wouldn't have had to drive anywhere. So , again, what charity are you donating them to?

BTW, your not supposed to be promoting other sites on these boards.

Excuse me, but have we met? You're making quite a few assumptions about me.

I wasn't upset or disappointed; I save those emotions for bigger things in life. I simply expected to receive merchandise that was not damaged. It was more than "some bits of paint missing." And, please tell me what you would have done if you paid $450 for something and it arrived damaged.

Have you ever purchased furniture from Wayfair or one of its companies? I couldn't ask for a price adjustment. I couldn't ask for Wayfair to arrange a carrier pickup. Those options were not available to me. I've returned items to that company before; this wasn't my first rodeo.

Wayfair and Safavieh decided to not spend the money to have the items shipped back. I was shocked when I received the refund.

AGAIN, even though some are trying to make it about me, an evil entitled buyer, this is not about me or those ottomans; it is about the return policies of huge ecommerce sites compared to the spaghetti ebay is throwing on sellers' walls in attempts to "keep up" with those huge sites.

Sherry

=^.^= =^.^=
( ) ( )
" " =^.^= " "