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  #1  
Old 07-09-2014
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Default Help. Customer from hell.......

Hey everyone. Having a little trouble with a customer, just wanted to know where I stand?? What my rights are etc.
Sold a sofa on Sunday for £500 on auction format. nice one, good old ish condition. Lady turns up to collect on Tuesday, pays cash, is very happy, inspects the item sits on it etc.
decides she is going to load it onto a fooking sheep trailer covered in faeces and foul smelling liquid :S
Obviously I didn't want to be rude, she strapped it down with one strap and didn't cover it over (open topped trailer).
Contacts me 2 hours later saying she loves it, but it doesn't match with her decor.... (I hate women)
And would like to use my returns policy.

My returns policy states we do not accept misused items for return, which I feel this item really really has been, I won't be able to sell it again, it will stink of god knows what, and the leather will be terrible being exposed to fumes, bugs, rain, brambles etc etc etc.

She's turning up tomorrow at my workplace to return it....... Help. :'(
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  #2  
Old 07-09-2014
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Default Re: Help. Customer from hell.......

We'll you can let her know you want it in the same condition you sold it as.
And you can tell her to get it cleaned etc.. Because of the way you saw her transporting it.

But remember Because of the method of payment you used you have no seller protection.
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  #3  
Old 07-09-2014
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Default Re: Help. Customer from hell.......

No seller protection? She paid cash and it's not the OP's responsibility to match someone's decor. I'd love to see someone pull this sh!t with me on Crai.gsL.ist.

Also, how does this person know where you work? If you told them that, that was one huge mistake. This is one of those people who are too stupid for their own good. Pull the listing down and tell them to fvck off.

No one can prove you sold it to her just like when I sell something to someone on CL. If they want to play games like that, they should've bought from a store with a return policy. Even then, a store would tell them to fvck off if they brought the product back damaged. Don't back down to this person if they truly damaged the product.
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  #4  
Old 07-09-2014
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Default Re: Help. Customer from hell.......

Never give out any personal details or meet at your home or work for a sale

This is a tough one, I think if I knew an angry. Customer was coming for a dre fund at my place of work and this could potentially get me in trouble or make me look bad I would just give the refund and get rid of the person

OP is this buyer in your opinion very angry and unreasonable?

Do you think they are showing up at your work no matter what you tell them?

I would make it clear to them they can not come to my place of work and if they in anyway ,

If the buyer is nutts and shows up and is disruptive I'd pay them to get them out and move on
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  #5  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

So basically they are blackmailing you by going to your work.

I would say I will have a professional upholstery cleaning company to meet you at my work who will inspect and clean the item and professional removals company to transport it back to my home. All of this expense I am afraid will come off your refund due to your method of transport.
Then leave them out in the carpark to get on with it.
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  #6  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Haha some of these replies are gold. Essentially I run a furniture business so I have to allow collection of items. I've moved so my official address is on eBay and I have a returns policy as I'm a business seller. It's all as professional as possible you see. I'm just desperately afraid of negative feedback :(
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Old 07-10-2014
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Default Re: Help. Customer from hell.......

Quote:
Originally Posted by kittyamnezia View Post
I'm just desperately afraid of negative feedback :(
I don't think there are many here that couldn't get a negative removed if a buyer couldn't prove they completed the payment.
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  #8  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Quote:
Originally Posted by kittyamnezia View Post
Haha some of these replies are gold. Essentially I run a furniture business so I have to allow collection of items. I've moved so my official address is on eBay and I have a returns policy as I'm a business seller. It's all as professional as possible you see. I'm just desperately afraid of negative feedback :(
There is the rub.

You have to allow for the chance of this.

Yes, we try to to avoid them. But it happens.

How well defined is your returns policy?

Does it say all those extras that got mentioned in post 5?

If so, you have that as a basis to work from with this buyer.

If not, redo the returns policy. In your business you need so much in black and white to maintain the upper hand over idiots.

Good Luck
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  #9  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Quote:
Originally Posted by Dmshark25 View Post
Never give out any personal details or meet at your home or work for a sale
Cant stress this enough
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  #10  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Quote:
Originally Posted by kittyamnezia View Post
Haha some of these replies are gold. Essentially I run a furniture business so I have to allow collection of items. I've moved so my official address is on eBay and I have a returns policy as I'm a business seller. It's all as professional as possible you see. I'm just desperately afraid of negative feedback :(
Have you not just considered inspecting the item and coming to some arrangement for the cleaning. I'm assuming you had photographs of the item to sell it so all you would have to do is find one mark that is not in the photographs and you have an argument you can win. Or as you say if there is an odour then again you win, as they would not have taking it if it stunk.

Negative feedback is just something you have to live with on ebay you can try and be reasonable and still get it in the neck as you only said thank you once or in your case delivery was late as they were stuck in traffic when they came to pick it up.

You can argue the point and just plain refuse to accept it if the damage is beyond repair, as someone pointed out above they have to prove firstly they paid for the item and secondly that they received the item and then thirdly that they returned it.

I am sure you are already adding something into your terms for the next idiot and their inappropriate transport, so may be it all just ends up as an expensive lesson that saves you a lot more money in the future.

Also if you NPB them then they can't leave any feedback at all.

Last edited by isitworththestress; 07-10-2014 at 06:30 AM.
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  #11  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Quote:
Originally Posted by Dmshark25 View Post
Never give out any personal details or meet at your home or work for a sale
Quote:
Originally Posted by kittyamnezia View Post
Haha some of these replies are gold. Essentially I run a furniture business so I have to allow collection of items. I've moved so my official address is on eBay and I have a returns policy as I'm a business seller. It's all as professional as possible you see. I'm just desperately afraid of negative feedback :(
Quote:
Originally Posted by rsot View Post
Cant stress this enough
If you have a registered business that sells FURNITURE, how is a buyer going to either pick up OR return an item
Meet in the town square or on the football field?
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  #12  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Oh sh*t I completely forgot about non paying bidder. There's lots of communication between us on messages on eBay that talks about when she collected the item tho?
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  #13  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Quote:
Originally Posted by kittyamnezia View Post
Oh sh*t I completely forgot about non paying bidder. There's lots of communication between us on messages on eBay that talks about when she collected the item tho?
I don't know if it is still so or always so but every time I have been in a case with a buyer, that has said everything that ebay would need to find in my favour, ebays response has always been that they are unable to read the ebay messages.

But I have always been there as the seller and not the buyer so maybe the ebay rep would give a buyer a different response. So would I risk my account on it? I doubt it, if the loss is acceptable to my business and i did not have a dozen or so stealth accounts ready to take over.

bad feedback is not the end of the world. Just make your response to it show that you did no wrong and answers anything they can say in reply
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  #14  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Well, she brought her mother and her husband along in their little pikey van. Mother was short and fat and threatened to ruin my business and will be using other accounts to shut my eBay account down.....

Oh the irony.
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  #15  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Things like this help you tune you business savoy for the future.

Best to put it behind you and move on.

Considering your situation: You definitely did the right thing.
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  #16  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

I tried very hard to be nice, but I think it just happens every now and again.

And now to rewrite my entire returns policy haha!
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  #17  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

And a big glass of wine. I'm all for equality for women, but we really don't make it easy for ourselves sometimes!
Doesn't help they used my stealth name throughout the entire convo..... Forgot they were talking to me half the time :L
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  #18  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

FFS now she has opened an item not a described case on eBay....... :L
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  #19  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Did you mark it as payment received on eBay? I'm sure eBay can't be bothered to troll through your messages and someone that stupid wouldn't think to give eBay quotes, they'd likely start typing in capital letters and using !!!!!!!! every sentence.

I'm sure someone this aggressive and stupid has tried to do this to other sellers too. Do they have many feedback on eBay for buying?(since this is all eBay care about - the buyers)

Last edited by xShevaa7x; 07-10-2014 at 02:52 PM.
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Old 07-10-2014
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Default Re: Help. Customer from hell.......

Quote:
Originally Posted by kittyamnezia View Post
FFS now she has opened an item not a described case on eBay....... :L
See if you can NPB them what have you got to loose at this point. As that claim is more damaging than feedback as it lasts a lot longer.

Other than spite what are they actually hoping to get out of it?

Last edited by isitworththestress; 07-10-2014 at 03:16 PM.
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  #21  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

If I open an npb won't I get in trouble? I've spoken to eBay on the phone and said they've paid in cash already :( I'm a twat I know. And yeah I marked it as paid. Not good :(
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  #22  
Old 07-10-2014
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Default Re: Help. Customer from hell.......

Quote:
Originally Posted by xShevaa7x View Post
I'm sure eBay can't be bothered to troll through your messages
Oh yes they can be bothered to read your messages.
I had a negative and an INR case removed yesterday even though the item had not been received by the buyer, the customer support rep read through the correspondance I had had with the buyer and that was the deciding factor.
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