Buyer says color of item was misrepresented. How should I approach this?

[sportsapparelplus]

So I recently sold an Oral-B toothbrush that was brand new. It didn’t list a specific color so I just sold it with the model number in it and any other details that were on the box. I get a message from the person saying that she bought it specifically because it was “advertised” as rose gold and it was, in fact, white. So I go back and look at the listing to check and I never advertised it as a rose gold. Not in the title nor the description. I honestly have no idea where she got that it was rose gold. Thoughts on how I should approach this?

[*madison]

Some other sellers have made it clear in their listings that the item is white, because the colour of the item on the box is gold..

[head2toetheatrical]

The pic on the box shown is neither White nor Rose Gold

It's silver

[pvcliff]

As someone who spent 30 years in the home fashion industry working with color, it looks ivory/white on my iPad screen. 

[monster-deals]

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@inhawaii wrote:

Happy customer. 

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Sometimes that's not worth the effort.

[packitup23]

Looks gray or white to me 🤷🏻‍ Just offer Then a refund if they return it to you.

[carolynnq]

I agree the toothbrush in the photo doesn't look white, but it doesn't look rose gold/pink or gold to me either. To me, it looks like a white toothbrush with a gray shadow down the front as it's white along the edges and darker in front.

I googled the UPC code - the toothbrush is described as silver and white.

[maros9416]

I don't see any other choice but to graciously accept the return at your cost. It is in fact not as described because you did state the color by showing a picture of it. It is an honest oversight, but you should quickly eat it not to get a negative feedback and damage your seller metrics.

  People are particular, they made this toothbrush in colors as a feature and sold more items because of it. That's why she bought it in the first place. Shame on them for not showing the actual color of each product on the box and using a generic picture. It is possible that this was switched? If it is not blue tooth either, it is a form of false advertising. Could someone have swapped the more expensive model for a plain white and returned it or something like that? Without your knowledge of course. It may seem like this to the buyer as they are always quick to accuse the seller of doing something nefarious.   

[chapeau-noir]

I would actually want to have done with this ASAP (all joking aside) - but that may be a personal matter in that wanting a matching toothbrush is to me such a first world problem that I almost can't grok it.  But people are people and it takes all kinds - I  know someone who painted his catbox to match its surroundings - so just take the return and relist - path of least resistance.

What I would do in all cases, though, is clean up the photos. Photos are part of the description, sometimes they're almost the only thing people look at, and they need to be as clear as possible - that's to CYA as much as anything.