Unhappy buyer

[dorsgems]

Need some opinions. How would you handle this buyer? The item is "open shelf" and new not in package. I personally inspected it myself and my description states this. Here is what she emailed me:

  "got my order for two one couch and one loveseat they look worn out
just not real happy will keep but never order from you again"

Should I respond, offer refund or ignore?

Thanks

[lamber9347]

---

@dorsgems wrote:

Need some opinions. How would you handle this buyer? The item is "open shelf" and new not in package. I personally inspected it myself and my description states this. Here is what she emailed me:

  "got my order for two one couch and one loveseat they look worn out
just not real happy will keep but never order from you again"

Should I respond, offer refund or ignore?

Thanks

---

Well I never think it's a good idea to simply ignore someone. She is telling you she is unhappy and won't return but she has 30 days to return and could still open a INAD dispute which will be held against your account. While I'm certain you did personally inspect this yourself, it is the personal opinion of a buyer whether or not they like it. My own house is filled with items I personally love but I'm sure some who visit walk away thinking to themselves how tacky my stuff is....

I wouldn't immediately offer to refund either. Why don't you just respond with something similar to this but in your own words- "Thank you for contacting me. I'm so sorry, I thought they were in good condition but am sad to hear that you are unhappy and didn't care for these. Please let me know if you'd like to return. Thank you and I hope to hear from you soon." 

[mam98031]

They are likely fishing for a partial refund or for you to give them the items for free.  The best way to handle a situation like this is as follows.

I am sorry to hear that you are unhappy with your purchase.  If you'd like to return the items, just let me know and we can make arrangements to get that done for you.  Please let me know how I can be of further assistance.

Respectfully, _______________________

Typically what will happen is they will just go away.  Most have no desire to return anything, they just want some money.  Especially from a seller they may see as less experienced and willing to fall for it.  NO OFFENSE INTENDED!!

Ignoring customers is rarely a good idea.

If they write again, come on back and let us know before you respond.  Let us help you through this so you don't get taken advantage of.

Good Luck.

[coolections]

Your description says you stand behind your product and if anyone is unhappy to contact you for a full refund. You also state there "may" be lint, hair, wrinkles etc. and they are store returns. You have conflicting information as it sounds like you have not personally inspected each item as you state. Tell buyer to return for refund.

[southern*sweet*tea]

Dear buyer,

I'm sorry you're not happy with your purchase.

Please return for a full refund.

Thank you,

Seller

Say no more, say no less. Repeat as necessary.

[m60driver]

I would just ignore.  If the buyer changes their mind and escalates this then you can justify taking your time to deal with it.

[head-853]

@dorsgems please fix this typo

Not in original packaging, shelf pulls, may be costumer returns inspected to make sure they are in good condition

-

It's customer lol I've made that typo more than once

As for your customer, offer to pay return shipping 

[mam98031]

---

@m60driver wrote:

I would just ignore.  If the buyer changes their mind and escalates this then you can justify taking your time to deal with it.

---

I couldn't disagree more.  Part of our jobs as sellers is customer service.  To ignore the buyer is to possibly make them feel more frustrated.  That is not likely to end well for the seller.  

As do many sellers on these threads, the buyer may have felt a need to just vent.  A little acknowledgement can go a long way.  

[turquoisetulips]

---

@dorsgems wrote:

Need some opinions. How would you handle this buyer? The item is "open shelf" and new not in package. I personally inspected it myself and my description states this. Here is what she emailed me:

  "got my order for two one couch and one loveseat they look worn out
just not real happy will keep but never order from you again"

Should I respond, offer refund or ignore?

Thanks

---

Obviously your buyer isn't unhappy enough  with her order to return them for a refund . Just respond by saying that you're sorry she didn't care much  for her purchase  with a reminder  that she can return them  and be refunded  if she changes her mind. Don't ever fall for giving out a partial  refund  and allowing the buyer to keep  the item . Tulips 

[turquoisetulips]

They are likely fishing for a partial refund or for you to give them the items for free. mam 

More than likely ,, yes . Tulips 

[ed8108]

Since this buyer has stated their intent to keep & not return this item, it appears that they may be hinting they would welcome but on your initiative & motion, a partial payment refund.

Q - Do you really expect a future purchase would be forthcoming were you to provide buyer a partial ?

Buyer obviously feels that the item condition is good enough to warrant keeping & not returning the item.

I would not suggest giving buyer a partial, & not to advise buyer to simply return for refund, an option which your buyer has chosen not to exercise.

[city*satins]

This  condition:  MANUFACTURER REFURBISHED  seems to me to be the incorrect choice for an item that you say might be a customer return and only in 'good condition'.  I thought manufacturer refurbished items were items that were returned to the manufacturer who inspected them, repaired any faults and then released them back into the marketplace and that manufacturer was the last to have them before they were offered for sale in the current condition.  Not some previous customer.

Your listing appears to invite the customer to notify you if there's a problem with the item, as if that would generate a response from you - although you also seem to give yourself some wiggle room by saying "you are welcome to contact us for a full refund or exchange if the product has a defect."  as if to say that unless the buyer explicitly says that the item is defective and asks for a refund or exchange you might or might not respond.

I think it would be better to respond than to take the You didn't say SIMON SAYS position on this.  

I also think you need to choose another ITEM CONDITION than Manufacturer Refurbished

[epowerbargains]

So glad that you pointed out that a response from the seller is just good customer service.  A very timely reminder. The worst thing you can do to a customer ( or anyone for that matter) is to disregard and ignore them. 

[inhawaii]

I would suggest a very polite and butt-kissing reply. Apologize. Explain that the item was brand new. Explain the history of the item. Thank them again for the purchase.

Then hope/pray they don't file a not as described case. 

Good luck!

[7606dennis]

---

@dorsgems wrote:

Need some opinions. How would you handle this buyer? The item is "open shelf" and new not in package. I personally inspected it myself and my description states this. Here is what she emailed me:

  "got my order for two one couch and one loveseat they look worn out
just not real happy will keep but never order from you again"

Should I respond, offer refund or ignore?

Thanks

---

How were they listed?  As new or as display items?  If the latter, I would have listed as USED and carefully explained that they were used as displays in the store.  I would probably advise her to return for a refund if she is not happy.