Any advice on this??

[clothesnsuch]

I sold 10 pieces of Lenox glassware recently and took precautions with the wrapping process using foam wrapping paper, kraft paper and any other packing material I had on hand. I even used 2 boxes to provide some extra security with packing material stuffed between the boxes. Not to mention I painted Fragile on the box. 

The buyer stated that 3 out of the 10 arrived damaged and proceeded to ask if I've ever heard of packing peanuts and bubble wrap. 

I did respond back apologizing and mentioned that I reuse a lot of packing material that I have on hand. And that I've heard of packing peanuts and bubble wrap. I further explained that I had no control of what happens during transportation once it leaves my hands. Lastly I told them that I'm willing to provide a partial refund for the 3 damaged pieces. I did receive a message back and we'll, see for yourself. 

 

 

[gemarakop_trading]

It is your responsibility to ensure the item arrives safely. The buyer has a right to a full refund on the damaged item. You can try to recover the amount from insurance if you had on the package.

[coolections]

Wow... sorry, you must be new to shipping fragile items such as that. You live and learn. That is a terrible packaging material you used for those glasses. Always use bubble wrap, and even then, put dividers of cardboard between those pieces. Final thought is never say you have no control once it leaves your house. You are responsible from the biggening to the end.

[krazzykats]

I buy plain white tissue from Dollar Tree to wrap everything in.  Just sold a Lenox ornament in a box, and pillowed it in tissue.  I make sure nothing moves, and double box on glassware.  

[gemarakop_trading]

Btw you local Walmart probably carries bubbles wrap

[albertabrightalberta]

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@gemarakop_trading wrote:

You can try to recover the amount from insurance if you had on the package.

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USPS insurance will be denied because the items weren't properly packaged for safe shipment. 

[pcobra93]

Never buy bubble wrap. Every store throws tons of it away every week. One of the best is Ulta Beauty....just ask them or their recycle dumpster is full of it usually....and it smells good too as an added bonus for your buyer. Same with boxes...never buy them.

[femmefan1946]

Given the rude reply, I would be tempted to demand the return of ALL the glasses before refunding.

But,frankly, I suspect this manners-impaired character would smash all the glasses before repacking them badly.

You learned an unhappy lesson.  And the buyer did supply pictures to back their disappointment.

Refund without asking for return, and buy some bubblewrap.

[albertabrightalberta]

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@clothesnsuch wrote:

I sold 10 pieces of Lenox glassware recently and took precautions with the wrapping process using foam wrapping paper, kraft paper and any other packing material I had on hand. I even used 2 boxes to provide some extra security with packing material stuffed between the boxes. Not to mention I painted Fragile on the box. 

The buyer stated that 3 out of the 10 arrived damaged and proceeded to ask if I've ever heard of packing peanuts and bubble wrap. 

I did respond back apologizing and mentioned that I reuse a lot of packing material that I have on hand. And that I've heard of packing peanuts and bubble wrap. I further explained that I had no control of what happens during transportation once it leaves my hands. Lastly I told them that I'm willing to provide a partial refund for the 3 damaged pieces. I did receive a message back and we'll, see for yourself. 

 

 

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Although it'll cost you, I would apologize profusely to the buyer, accept responsibility, possibly explaining that you've never shipped fragile items and issue a FULL refund, letting them keep what didn't break. 

Chances are they'll open a NAD dispute and you'll have to issue a full refund with or without the return. If you want the intact glasses back, you'll have to also pay for return shipping. 

If I'd made this mistake, I'd eat the loss but handle as I suggested.

[ebooksdiva]

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@pcobra93 wrote:

Never buy bubble wrap. Every store throws tons of it away every week. One of the best is Ulta Beauty....just ask them or their recycle dumpster is full of it usually....and it smells good too as an added bonus for your buyer. Same with boxes...never buy them.

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Dumpster diving for bubble wrap?  bubble wrap doesnt cost that much. And it smells good from a dumpster? EWE 

[lakefor94]

Be thankful if they take a partial refund for the broken items and move on to the next sale.

[nobody*s_perfect]

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@clothesnsuch wrote: ...   . I further explained that I had no control of what happens during transportation once it leaves my hands. Lastly I told them that I'm willing to provide a partial refund for the 3 damaged pieces....

 

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I can't quite make out how they were packed, but clearly it wasn't adequate protection.  

You ARE responsible for getting the items into the buyer's hands intact.  I recommend that you offer them a 50% refund and pray that they don't file a claim for "Not as described" because then you'll have to issue a full refund and perhaps even pay for return shipping if you want to take a chance that any of the  7 survivors will get back to you intact.  If they balk at the 50% offer, just issue a full refund.

[pcobra93]

It's a RECYCLE dumpster.....not a garbage dumpster. IMO bubble wrap is stupid expensive....but I mostly do it to recycle something that will end up in a landfill. Might as well get another use out of it. Most stores will give it to you before it even goes to a dumpster if you just ask. If you want some industrial grade wrap that costs a fortune to buy.....stop by an autobody shop. They have an endless supply of all sorts of great packing supplies they throw away. I have saved hundreds (probably thousands) over the years doing this. I plan my route to get supplies close to where I drop off packages to ship.

[gemarakop_trading]

😬

[bill.purvis2012]

Well, let's face it. Not properly packed.  Shipping is really hard on items. One must go the extra mile to protect the items and sometimes that isn't enough.

But, your treatment of the buyer (your customer) is not good. You act offended that they are holding you responsible. You are. They were probably looking forward to using those during the holidays. So, they're rightly irate. Then you state you do not accept returns. Big mistake.  Accepting returns protects you. You get item back. No negative feedback.  You're going to have to refund anyway. 

The ONLY correct, professional response is telling them how sorry you are that this happened.  If you refund in part, they will most likely leave you negative feedback. You should request a return. Pay for shipping back. Refund in full upon receipt including original shipping.