Customer knowingly bought unsealed item now complaining about it

[Anonymous]

I sell travel size beauty and skincare items under another account. Not all of these items are sealed from the factory. If this is the case, my description will clearly state that fact (in normal sized font, as part of the description, not hidden, or tiny, or unnoticable.) So 2 weeks ago, buyer purchased an item that was not sealed from the factory-as stated-and now she is complaining that it isn't sealed. What is a nice, diplomatic way to reply to her? Basically I want to say "You knew it wasn't sealed when you bought it, so why is it suddenly a problem 2 weeks later."

[emerald40]

What do you mean by non sealed?

Were they used?  If not why were they opened?

[Anonymous]

They were never sealed. The factory did not make them with seals. This is not uncommon with travel and/or sample sizes. Hence the disclaimer in my listing. I can't produce a seal where there never was one to start with.

[Anonymous]

They were never sealed. The factory did not make them with seals. This is not uncommon with travel and/or sample sizes. Hence the disclaimer in my listing. I can't produce a seal where there never was one to start with.

[a_c_green]

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@Anonymous wrote:

They were never sealed. The factory did not make them with seals. This is not uncommon with travel and/or sample sizes. Hence the disclaimer in my listing.

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If that's the case, there's no harm in explaining that in a reply to them, although that's probably not going to change their desire to return it, so just finish by saying that they can return it for a full refund if they're not satisfied. If they were actually just fishing for a partial refund, you may not hear further after that. 

[Anonymous]

Yes, I did tell her that, as well as reminding her that it stated same in the listing. She replied saying something about "using wisdom in this evil world we live in" and I still don't know what kind of reply that warrants!

[tunicaslot]

She's being snarky - again just reinterate that you are sorry she is not satisfied and return for refund. Then if she leaves negative feedback - reply professionally and without blaming and shaming them.

[keziak · Accepted solution]

There are boardies who would probably recommend just repeating the offer to refund upon return, and not try to engage in a conversation with them.

[emerald40]

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@Anonymous wrote:

Yes, I did tell her that, as well as reminding her that it stated same in the listing. She replied saying something about "using wisdom in this evil world we live in" and I still don't know what kind of reply that warrants!

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If you remember the evens that occurred that warranted putting these tamper things on products,then you will understand she is telling you she is just being cautious.  Just making sure this product never came with it in the first place.  I do not blame her.  There is a lot of evil in this world.

I would not use a product if the tamper thing was not in place and I would not purchase products that did not have them.

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[saha_8051]

If you're using the same font you used here, the buyer may have ignored the description. Especially if the were using mobile.

[Anonymous]

I did not use that font. I didn't even use it here on this board on purpose; that is just the way it posted for some reason.

[kitschy*loot]

I'm shocked that stores/websistes don't carry as much sealed product as you would expect them to with all the nuts running loose out there. All you have to do is twist off the lid and you're looking right into a jar of hand cream. I see people using lotions that aren't samples in the aisles, and all they had to do was pump some out. Scary!

I'm from Chicago, and though I was only 2 when the Chicago Tylenol Murders were going on in 1982, I grew up hearing about that.  

There was a brand of ice cream in grocery stores here that had no kind of seal at all, you just pull up the lid and lick the ice cream if you want, which I caught a teenager doing once. I contacted the company and told them they need to get seals. The woman had a nasty attitude about the whole thing, but some months later they started sealing the ice cream.

[banana*shoe*boutique]

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@kitschy*loot wrote:

I'm shocked that stores/websistes don't carry as much sealed product as you would expect them to with all the nuts running loose out there. All you have to do is twist off the lid and you're looking right into a jar of hand cream. I see people using lotions that aren't samples in the aisles, and all they had to do was pump some out. Scary!

I'm from Chicago, and though I was only 2 when the Chicago Tylenol Murders were going on in 1982, I grew up hearing about that.  

There was a brand of ice cream in grocery stores here that had no kind of seal at all, you just pull up the lid and lick the ice cream if you want, which I caught a teenager doing once. I contacted the company and told them they need to get seals. The woman had a nasty attitude about the whole thing, but some months later they started sealing the ice cream.

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@kitschy*loot

I was a *tad* older than 2 during the Tylenol nightmare and remember it well.  Scary!!!