Buyer claiming an item smells and has washed the item multiple times

[cdg191120]

Hello

I have a buyer who is claiming an item has a very bad smell, so bad in fact that despite having washed it multiple times the bad smell has not in the slightest been eliminated. She has not provided any description of the smell. For info I don't smoke.

I purchased the item in store myself, it has never been worn and it did not have any smell when I parcelled it up and posted it. On eBay's advice I advised the buyer of this. 

The purchaser would like to know what do I suggest? And how did the top end up smelling so foul two washes could not remove the smell? I was wondering if anyone has any advice of how to respond? I would have accepted the return had the item not been washed, but now that the buyer has told me it has been used/washed I would rather not accept a return of a now used item.

Many thanks

[bbravo65]

...you will be forced to accept the return and refund the buyer by eBay if your buyer filed an "Item Not As Described" case...

...accept the return request, wait for your item to be shipped back (you will have to provide a return shipping label by your own cost - another lost from your side) before issue the refund...place your buyer's account name in your Block Bidder/Buyer List...

...it doesn't sound happiness...sorry...!!!

[toysaver]

If you purchased it recently you would have been wearing a mask and unable to detect any odors.  I've had a few clothing items I bought at the thrift store and had to toss because of this 'covid phenoium'.

[vintagecraze50]

Return for refund. That’s it. Clothing items that are store in smelly environments can sometime never get rid of a foul smell. Check the item well before shipping and wash them yourself and apply any heavy duty odor remover to your wash like odoban which works very well.

[varebelrose]

"you would have been wearing a mask"...

You do realize that not everywhere has been subject to those mandates, right?

[cdg191120]

Thanks everyone, I was hoping there would be something preventing the buyer from returning the item since they have said in writing that they have washed it multiple times and it won't be returned in the original condition.

They have not opened a return yet. I offered them a partial refund as the item has been used and have received a message accusing me of being unprofessional and unethical, but still no return opened.

[hawkwind5454]

Once upon a time I sold a Pierre Cardin Men's wool scarf... It had opposing tags on it stating "dry clean only" It was NIB. My buyer opened a return stating that it shrunk and "curled up like a strip of bacon" after they washed it. I claimed buyer altered condition of item, and I won the case. To me washing something twice, regardless of the rationale behind it, is tantamount to altering an item. Just saying.

[cordell1]

They really probably want a partial refund which I would offer, but I would not accept return as they made it used once she washed it.  You should have clear in listing no returns unless tags attached and no use of item.  They want to keep it or they would have already opened return.  You have done your part by offering a partial refund when you know the item was new and did not have a smell.  If they give negative feedback you can counter the feedback with your facts of new  with no smell. 

[kensgiftshop]

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@cdg191120 wrote:

Thanks everyone, I was hoping there would be something preventing the buyer from returning the item since they have said in writing that they have washed it multiple times and it won't be returned in the original condition.

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That won't make any difference if the buyer files an INAD.

[hawkwind5454]

It depends on which CS rep the O/P speaks to, and it is the only gambit they can play.  If nothing else, it possibly will not make it a slam dunk claim for the buyer.  eBay CAN have a heart [of logic], once in awhile.

[johnrj1226]

Have seen many shoppers in all types of stores buying things "avec or sans" masks since early last  year.

[abfabvintage]

We all get those "what do you suggest" replies from buyers all the time. Fishing for money...you already offered a partial, but obviously she wants it for free. Also depends on how expensive the item is...Ignore the nasty reply...just send repeat notes to them "return for refund" over and over. You were done being helpful once you made an offer to resolve. Didn't look at what you sell, but there are ebay rules regarding smells, but who knows in this ebay age, that policy may not hold water any more. Can't seem to find my notes on it. Good luck. 

[kh-shakhib]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.