Buyer claims item smells bad

[am.i.able15]

Has anyone had this experience that a buyer claims the item arrived with an atrocious smell?  This can't be quantified with a photo and is obviously speculative and objective to the individual.  If one item smells, then wouldn't all of them and all of my buyers would be complaining?  My items for sale sit in boxes together until they are purchased and you would think I would notice a smell when I was folding an item to put it in the packaging, right?  I should probably always just tell them to return it if they are dissatisfied, rather than entertain their requests for partial refunds...

[herway]

What is the item and what does buyer claim the bad odor is?

[fine_find]

The only way you will know whether or not the item has an odor or not would be to have the item returned to you. I would offer to pay this ship cost, however, if the item does not have an odor when it arrives I would contact eBay Resolution department and explain that you feel you have just been duped by a buyer and that you do not feel you should have to pay for shipping of this item in that light. There is such a thing as Buyer Protection and also Seller Protection. If the item was not that expensive issue the refund, if it was expensive then open a case against this buyer for doing something to the item you accepted a return of. Be sure and tell the buyer they need to return the item exactly as they received it.

[plumbingspecials]

I suspect the buyer either wants a partial refund or wants to "return" the item in hopes that you will just refund without a return. If the buyer has not already opened a return case, instruct them to do so, that way you can at least get the item back before you have to refund. If they return the item in any condition other than what it was sold and shipped, you can report the buyer because if the buyer does this to a lot of sellers, they will be cut off on eBay. You will still need to refund, regardless (do not let eBay close the case for you). Never negotiate with a buyer who wants to work things out for a feedback. This is a huge violation, and must also be reported to eBay.

[am.i.able15]

It was a t-shirt that was never even worn.  Went through the wash one time, was tried on again and decided against.  Then hung out in a box with other shirts for 6 months or so.  No description of the smell.  Also happened with a pair of fleece pajamas.  Hadn't been worn in years and had been washed.

[am.i.able15]

Thanks!  I didn't realize that feedback extortion was a violation.  I had another buyer who kept saying things like:  "Make up your mind about return or refund so I can close this transaction."  As in, who is ever in a hurry to Close a transaction (as the buyer)?  Except maybe if it's a return already in progress.

[iart]

Let's pretend for a minute that the buyer is right and that sometimes odor can be subjective. Do you smoke? Do you have pets? Do you use perfumed cleaner when washing (some people are allergic to perfumes)?

Or, could it be the packing material you used?

Unfortunately, many sellers don't consider smell as a condition issue. Which it is. We've gotten cigarette smoke ridden item and sellers who swear that they didn't smell before we got them.

I definately wouldn't claim the buyer is a liar unless you can 'sense' it yourself. And, who knows, maybe this will point out an issue on your end. In any event, I would want the item back.

Good luck!

[famasfinds]

yes, i had one lady returned a skirt said it stunk!

resold it and was fine for second person.

[montanatiki]

Smells can also reflect your climate - my sister lives in a damp, humid part of Texas - so when she sends me something that is paper or fabric - there is a light moldy smell - which she herself can't smell because she lives in it - could be a humid mold smell or a cardboard box residue.  Tough call - I would just let her return - because she will never be happy about this.

[brian@ebay]

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@am.i.able15 wrote:

Has anyone had this experience that a buyer claims the item arrived with an atrocious smell?  This can't be quantified with a photo and is obviously speculative and objective to the individual.  If one item smells, then wouldn't all of them and all of my buyers would be complaining?  My items for sale sit in boxes together until they are purchased and you would think I would notice a smell when I was folding an item to put it in the packaging, right?  I should probably always just tell them to return it if they are dissatisfied, rather than entertain their requests for partial refunds...

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Hi @am.i.able15, I wanted to step in and clarify what the Money Back Guarantee covers in regard to smells.

1. If the smell is an integral part of the item. An example of this is a vanilla scented candle. If the buyer receives it and states that it smells like strawberry, they would be covered.

2. If the smell poses a health hazard. Bleach or other chemicals is a good example of this.

3. If the listing states the item comes from a pet free and/or smoke free home and the buyer states the item smells like a pet or smoke.

Any complaints about smells that don't fit the above examples would not be covered by the Money Back Guarantee. I hope this helps 

[turquoisetulips]

Has anyone had this experience that a buyer claims the item arrived with an atrocious smell?  OP -unquote - ---------------------------------------------

Yes one Nov. a few years ago . I sold a living memory locket [ made of alloy metal and glass ]  to a buyer . The theme of the locket was Thanksgiving , it had a turkey , pumpkin , wine glass etc floating charms on the inside . The buyer received the locket about one week before Thanksgiving . About two days after the holiday was over she contacted me to say the locket had toxic fumes  and it got all over her  she claimed . In fact the toxic fumes were so bad she said she could only wear the locket for an hour on Thanksgiving day.  She asked for a return and a full refund . Since I don't use any chemicals of any kind  and I never noticed any fumes myself  and no other of my buyers had  ever reported  this I seriously doubted her story . I called e bay and the rep read the communication between me and the buyer . They didn't make me refund her , they called it a ''remorse purchase ''  but I called it a '' rental purchase'' . E bay refunded her themselves out of a one time curtosy  and I got the locket back . There were no toxic fumes or chemicals . Tulips 

[webwanna]

Maybe something happened to it while it was with the shipping company.  I would accept return/pay for return shipping.

[scoobsgma]

I just got a return request last night saying item is damaged or defective-has a horrible nasty odor. Like you, I have had no other complaints, all items are in a spare bedroom together. Item left here in EUC with no odor. I have a feeling buyer just wants the item for free. I haven’t replied yet. I don’t see why they can’t just throw it in the wash.

[jessiesymon]

Do you know what happens if the buyer states that she has soaked the item and vinegar washed it three times on high heat and then tells me about the odor and asks to return? They were New Old Stock Sheets still crisp with the original Folds and in a opened packaged that she states smells like perfume. I'm having a hard time believing it because perfume drives me crazy and I never smelled them when I was photographing. It bothers me that they have gone through all these washing cycles and I'm supposed to now accept them back

[brian@ebay]

Hi everyone,

Due to the length of time that has passed since this thread began, we have locked it from future replies. If this is still an issue that warrants discussion, don't hesitate to begin a new thread here.

Thanks.