By Joliet Jake
November 5, 2017 8:10am CST
I had a 'bad' deal happen on eBay a few weeks ago. I had ordered a pair of parts for my sound system, and one of the parts that I got was the incorrect one. After I had made my order, the price for the correct part had gone up over $40 more. I was assured by the seller that the old price would be honored if I returned the wrong part for a refund and re-ordered the correct one. So since I had been told they would, I did a return. Now, the part that was wrong...I could have sold it on eBay for a bit of profit and ordered the correct one from someone else and made a few bucks in the deal. But since I was told they would honor the original price, I did the return instead. After I got my refund, I inquired how was I supposed to place an order for the correct part at the original price. Their reply: "Hi and thanks for reaching out! Unfortunately we cannot control the prices of our items as we buy these items prepackaged from a wholesaler. Sorry I can't be more help." Their previous massage had stated: "I’m very sorry, but we tend to avoid replacements whenever possible as they tend to get messy for both us as the seller and you as the buyer. The fastest and easiest way to get your item is to actually place a new order (we will ALWAYS price match the original) and as soon as we receive the defective item we will issue the full refund. I hope you understand. " So I sent the following message: "So now you won't price match the original order? That YOU messed up? Fine, that leaves me no choice but to give you a negative feedback. I hope you understand." And I did so. Well...this morning, I got the following message from them: "I just saw that you left negative feedback and I wanted to reach out and personally apologize. I'm extremely sorry about this mishap; as you can see from my feedback, I work extremely hard to make sure all of my customers are 100% satisfied. I really wish I would've had the opportunity to make this situation right before you left feedback. Would a full refund change your experience from negative to positive? I'd gladly issue an additional refund. Our goal is 100% positive experience with our company. NOT 99%. So please let me know if there's ANYTHING I can do" (I underlined the one sentence...I gave them the opportunity before I left feedback) My reply: "I don't want a full refund. I had someone tell me the original price would be honored if I reordered. Then I get told 'Nope, ain't gonna happen". I could have kept the wrong thing sent and sold it here for enough to buy the original item ordered at the price you have it listed now, but I sent it back only because I was told I would get a price match if I reordered from you. I waited to leave feedback originally because I don't like leaving negative feedback, but I really don't see as I was left any choice." The only thing I expected from them was to make the original order good. Their seller page states "We offer a 30-Day Return Policy on items in which you are not completely satisfied with. You have the option of a full-refund or an exchange of the item." However, as one of the earlier messages states "I’m very sorry, but we tend to avoid replacements whenever possible as they tend to get messy for both us as the seller and you as the buyer." So they got negative feedback. Actions have consequences. I still have to replace one part at over twice the original cost. Don't promise me something and then fail to honor your promise. It makes Mikey a bit angry.
21 people like this
I would have done the same thing. They deserve a negative feedback so people know what they are like. They promised you one thing and didn't honor that so what did they expect you to do. They will get man more if they continue to treat their buyers that way.
4 people like this
• Cambridge, England
If he were really so keen to keep his customers happy as he claims to be, he should have honoured the statement on his seller page and exchanged the incorrect part for the correct one at his own cost. It wouldn't be the first time that a seller has had to take a loss, in the interest of customer satisfaction, on an exchange because the supplier changed the price. It sounds as though his statement on his seller page and your subsequent correspondence with him is something which ought to be mentioned to eBay.
• Momence, Illinois
I don't blame you for giving negative feedback. Seems they make it sound good then act like that was never mentioned. But see how they hop to it once they get that negative feedback. Bad bad business. I sell on ebay and would never ever treat a customer like that.
• United States
I was a bit put-off when they wouldn't do an exchange the first time, since it says they will, but since they said they would price-match if I reordered, I didn't really think anything of it. The longer they put off 'making it right' the less chance they have of me being able to change the feedback left
• Momence, Illinois
@JolietJake Yes I think there is only so much time before the feedback can't be changed at all. It's their problem, even if I got the new part for the old price I may not change the feedback just for the crap they put me through.
So have you got refund or the product at previous price tag? That's why I avoid ebay always. I have heard lots of confusing things about it like this. So I mostly avoid this site. Not all seller takes full responsibility of what they are selling. In past I got the product with wrong color. But I have to accept it as seller said I have to wait long for the right color.
• United States
Wth . . . you DID give them the opportunity before you gave the feedback! I could be wrong, but maybe there was more than 1 person replying to you . . . the 1st and 2nd didn't talk to each other about this. In any case, they are not honoring their words - so yes, they do deserve negative feedback!
• United States
@JolietJake It shows they were not on the same page with their policies. The first guy said some things that as a seller should never be told to a customer . . . the last one at least tried to be professional. But it's too little, too late . . . they messed up their own reputation.