Pet peeve. Buyers, please don't....

[1iampolly]

Even if I hadn't been selling online for 27 years, I think I would still be insulted when a buyer sends a note to seller like these: "Please pack it securely in case of damages during shipping" or "Make sure you carefully package this"  or "Add extra peanuts & tissue paper with the package"  and my favorite, "Make sure this won't get damaged during shipping."  Don't buyers know how insulting this is to the seller?  Also, I've seen packages that look as if USPS drop-kicked them into a garbage truck & we certainly don't have control over how our packaged are handled.  I've tried to think of ways to respond to these comments, letting the buyer know I always package with care & that it's insulting telling a seller how to do his/her job.  And lastly, that I would have to ship in steel boxes in order to insure safe travels.  Thoughts?

[doc-holmes]

I've been in customer service since 1997. People will ask dumb questions or annoy you or tell you how to do your job constantly. It's not worth getting upset about. Just reassure them you'll provide top-notch service. That usually does it. 

[a_c_green]

---

@1iampolly wrote:

Don't buyers know how insulting this is to the seller?  Also, I've seen packages that look as if USPS drop-kicked them into a garbage truck & we certainly don't have control over how our packaged are handled.

---

I think you kind of answered your own question in two successive sentences there. Buyers are sending you those messages not because you have a reputation for sloppiness, but because they've seen packages that look as if USPS drop-kicked them into a garbage truck. 

I would ignore generic requests about packing carefully and just let them know when their package is on the way. When I get specific packing instructions, I kind of play those by ear as far as how I respond. I'm more likely to respond by detailing how I will be packing the item, rather than addressing some specific method that they are demanding. My being able to describe specifically how the package will be going together does, I think, reassure them that I know what I'm talking about.

[shado-x]

"Please pack it securely in case of damages during shipping" or "Make sure you carefully package this" or "Add extra peanuts & tissue paper with the package" and my favorite, "Make sure this won't get damaged during shipping." Don't buyers know how insulting this is to the seller?

As a seller, I can be a buyer too, and guess what-----I bought an Elemis shampoo on eBay and ask me if it was packaged properly?  Best smelling box ever to arrive.  Went directly to Elemis the next time, packaged properly, but am still waiting for my free samples.  LOL.  Get over it, package it right like the rest of us.

[sirrantsalot]

I don't mind general "please pack carefully" notes.

I do mind it when buyers purchase something and say "please ship in a box." I ship in a box when it's appropriate. As far as I know, I've never had an item I've shipped get damaged. Shipping an item in a box might mean increased postage costs. If you're going to request specific packing materials, ask before you buy.

When I'm concerned about how an item I'd like to purchase will be packaged, I write the seller saying something like, "I'd like to purchase your _______ . I don't know how you are planning to ship this, but I would like it shipped in a box. If you can't do this, no problem. If you can do it, I'd be happy to pay for the box and any extra shipping charges."

[nobody*s_perfect]

Everybody who shops online has a story about receiving items that were packed poorly and damaged.  It's not about you ; it's a reflection on the seller before you. Try not to take it personally.   Just reassure the buyer that you'll do your best.

Sometimes I LOL when I get detailed packing "instructions" that are actually inferior to my regular packing process!

[jayjaspersgarage]

I imply in my response that they have now downgraded the amount of care I normally take on all shipments.  

"Hi, thanks for writing.  While I normally triple pack everything I sell you have requested "special" packaging, which is only two levels."   No, I don't write that but I think it.

[printpeople]

I totally understand buyers that ask (beg) that you pack carefully.  

I once ordered a set of vintage drinking glasses that I had been wanting for some time.  

The seller wrapped priority tape around the 6 glasses (no padding or paper, just tape), put them into a box twice the size of the glasses (no padding) then put that box into a larger box (double boxed, no padding).  

What I received was a circle of tape with glass stuck to it and shards of glass.... some people don't have a clue.  

[vintagecraze50]

I think that with some sellers , they may need a prompt from a buyer to be certain the package is done up right. I once bought a 500 dollar diamond ring that was taped to the top of a Priority Mail box with zero packing material on this website. Sellers need to pack well on here.

[vintagecraze50]

Take no offense from these requests. Tell them that their item will be safely packaged.

[chapeau-noir]

It's only insulting if you take it personally. 

[this*old*attic]

Aren’t there better things to take up space in your head?

If you saw the packing on some of the items I’ve received lately (like, all the angels in heaven must have cradled it - because the packaging sure didn’t)…

You’d probably be more patient. I bet they’ve received broken treasures and worry now.

[fashunu4eeuh]

Those buyers are not insulting you, they are expressing their frustration of having recently received a grossly under-protected, poorly packed in sub-standard materials package with grandma’s irreplaceable heirloom crystal inside. It isn't about you at all. It’s about those thousand pieces of smashed glass shards.

[winterpalace25]

I agree with you. I recently had a note from a buyer that mentioned all the things the OP listed. I sell dishes and glass, and at first I was a little insulted and thought of some snarky things I wished I could say. But then I realized he doesn't know me from Adam, doesn't know that I'm a super meticulous packer of breakables. He just really wants what I am selling to arrive safely. So I put myself in his shoes and wrote him just what you suggested, almost word for word. Got some nice feedback praising my packing.

[chapeau-noir]

Oh heck, yes @winterpalace25  - if you could see some of the horrible packing jobs I've gotten when I've shopped here!  Honestly, buyers don't care about somebody selling here for 20-umpty years lol - they probably don't even look.  I'm not some big timer selling here for 94 years but I have sold a fair amount, still, if someone writes me with that caution, it's an opportunity for me to do some good CS by ensuring them that it will be packed and shipped with TLC!

[soh.maryl]

You have to remember that some buyers have had horrific experiences with packages received in dismal condition, sometimes with the contents ruined.  These people feel the need to ask about careful packaging.  It isn't an insult unless you want to perceive it as one.  A response is not necessary.  Just do your usual superb job of padding, packaging and shipping.