What would you Do?

[LPS NANA]

Hello Everyone,

I need a little advice as an Ebay Seller.

I had the Green Exclusive Playhouse listed on ebay minus the 4 pets in the top which I kept for Nana's girls. I thought I listed it as to what was included but apparently one of my buyers has an issue with this item. I will attach the correspondence between us and please let me know what you guys think I should do. She has asked me to include any 4 pets but I feel she is making a demand on something that I listed as only including 2 pets. What do you guys think??

cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&rd=1&item=250294269775

Here are the emails:

From the Buyer:
I received this today, and the 4 extra pets that should be in the box are missing. I would really like to get the missing pets - please get back to me. Thanks.

My Response:
Hello,
In the listing it states only the 2 pets are included along with the pictures of the 2 pets the Panda #89 and Hamster #45. Sorry but I do not have those pets in my inventory. Thanks Kim

From the Buyer:
Hi Kim,
I did re-read the listing/wording prior to contacting you. However the listing says "including 2 pets." It does not say that those are the only 2 pets there (afterall, the set is also including many other accessories). The item title says it is the "Exclusive Green" set, which is what I was looking for because it had the extra pets. The photographs show a box that says 6 pets are included. I feel like the listing was somewhat misleading based on the above . . . particulary because I sent you an e-mail specifically asking if the set was used or NIB . . . you wrote back that the set was NIB and you never mentioned that the extra pets were gone.

I am a very reasonable buyer/seller and I have been on E-Bay for a loooooong time. My daughter wants this set for her birthday, but she will immediately see that the extra pets are missing. I have seen many more pets in your listings-I would be happy if you just sent any 4 of them. Otherwise,I would prefer to return the set.

My Response:
Hello,

I do understand your concern however in my Ebay description states what is included with the purchase. This set is however an Exclusive Set from Kohl's just like it says on the box itself. Everything that comes with this is included in the box except for the pets which is clearly pictured that there are not any other pets except the Panda and the Hamster which are pictured and mentioned in the item descripton. I'm not trying to be mean or nasty about this but I too have been a Buyer/Seller on ebay for a long time and this is how I have done business and have not had any problems with purchases in the past concerning the boxed playsets that I have sold.

I didn't mislead you when I answered you because this is NIB and never played with. Even the Wood chippings and bed and other accessory are still in its original package never opened.

If you choose to return it I will ask that you pay the shipping to return it to me as I normally don't accept returns as I do not feel this is my mistake. When I receive it I will refund the 21.99 for the playhouse. But I would like to tell you that the other set listed on ebay is listed for 59.99 including the pets so I do feel you got a great deal for an exclusive that has been retired for a couple years now and there are not many in circulation anymore especially in Box.

So I'm sorry that it has come to this so please let me know when the item has been shipped back to me so I can watch for it and then I will refund your money to you.

THanks
Kim

From The Buyer:
Hi Kim,

I appreciate your quick response. I am also not trying to be mean, unreasonable, or nasty. I assumed the extra pets were inside the playhouse like the panda . . . there was no way for me to know from the pictures where in the box the extra pets went. There are other sets on E-Bay without pets which clearly say (usually in all caps) that pets are missing or gone altogether. It's not that I am trying to pin blame on you, but I truly do not feel that your auction was 100% clear on the status of the pets. Good deal or not, I wanted to buy what I thought I was getting. I just did a BIN on a blue set with a total of 7 pets for $32.95.

I will plan to return the other set to you, but I don't feel that the shipping should be my responsibility in either direction. I really don' want this to get out of control, but I feel strongly enough about it that I would prefer that PayPal/E-Bay decide whether the auction was clear or not. I will accept whatever decision they make happily. I will wait to hear back from you prior to taking any action. I am sorry the suggestion to send 4 extra pets is not agreeable to you.

Thanks,

Karey


How would you handle this. Would you let Ebay take it?

Thanks for reading.

[Huntress]

Hi Kim,

Even though the picture included in your listing doesn't show any extra pets inside the box, your buyer might have a case against you w/PayPal and eBay. There isn't anywhere in the description or title states that the 4 extra pets mentioned on the box are not included and that you only will receive 2 pets described. It says "including" 2 pets but not necessarily "only" 2 pets. I'm afraid eBay/PayPal might decided in favor of your buyer and then she'll leave negative feedback for you. It's just a matter of wording in this case.

I'm not saying at all she is right. If I were a buyer and saw an empty top of the box and would either confirm with the seller that the extra pets are not included or just simply assume they are not. I would not then demand the additional pets, that's just wrong!

I'm sorry you've run in into a trouble maker

[Beetle Bailey]

Hi Kim. I sell a lot on ebay and have found over the years that I have to be sooo careful in my descriptions. I just lost a lot of money on a Care Bear castle because I listed it as in excellent condition. How I missed this, I'm not sure, but there were some marks on the bottom. The lady who bought it had a fit and I ended up refunding her a considerable amount of money back (I think 35%). The problem for me is eBay has made it so hard on sellers to not be able to leave any neg. feedback for buyers now. I think that stinks. I've run into more yucky buyers than I have sellers.

That being said I would agree with Huntress. I think this buyer is going to give you problems and is it worth the hassal and the possiblity of her leaving you negative feedback. I worry so much now about my descriptions that I think I sometimes undersell myself by going way overboard describing items to the point they sound worse than they are. By your pictures you can tell the 4 pets are missing but by the description it is a little unclear. You could ask ebay what they think though. I don't think that would hurt. And send them all your correspondence also, because you were very cordial in them.

It has gotten to the point where I don't enjoy selling much on ebay. I feel the buyers are so much more protected than the sellers are. I'm so sorry this has happened and I hope it turn out well :-)

Jen

[LPS NANA]

THanks so much for your opinions Huntress and Jen. I think I'm gunna send her 4 pets and I'm gunna send the one's that end tonight that don't sell which are older pets. I really hate to give into someone's demands but you gals are right that I need to protect myself from the Negative feedback. You can for sure believe that she will not have access to my auctions again. Thanks again everyone.

[moretoys4you]

That stinks...the new ebay policies are sucky. She should have asked you before she bought it. I read it and it says 2 pets and you tell and show the two pets. How hard is that to get? I think you are for sure right and I think your description was fine and accurate. She probably knew what she was getting into and did it on purpose. There are just some like that out there....unfortunately.
I would however just send out 4 pets with comfirmation so you don't ahve the headache. I would also shoot her an email asking if you do send them out if she would leave you positive for doing so. You don't want to send them out if she is going to leave negative anyways.

[moretoys4you]

So, i just went and looked at the auction again. It is in the title, description and photos which pets are included. And you show a photo of the empty extra pet box. The lady is for sure trying to get more for nothing, unless she is extremely stupid she knew exactly what she was getting. And I just caught that if she thought the other two pets were different why does she want you to send her FOUR?? Should be TWO! I personally would let paypal take care of it. Poo poo on her and others that do the same as she is!

[pearlsmom23]

I don't see anything wrong with your auction or your description. The picture is clear and the wording to me is clear you are only getting 2 pets.

In the past, I would've of said let ebay/paypal take care of it, but now, I would say don't mess with them because they will rule in favor of the buyer.

Stick with your first instinct and have her ship it back and then refund her money. Buyers now are trying to get alot for nothing as sellers have no protection any more. She will probably leave you a negative no matter how you work it out.

I got my first negative a couple of months ago from a non paying bidder and there is nothing I can do and ebay won't take it off, because the npb responded to the complaint thing, and said she wasn't gonna pay.... We have been on ebay since '98 and have almost 4000 posted positive transactions....I told ebay their new policy stinks!!! They just don't care and they should.

that's my 2 cents worth....good luck with whatever you decide.

[makotokou]

Ebay blows. I once had to dish out a considerable shipping price even though I listed the shipping price and Ebay screwed up my listing and the shipping never showed up. Now I have in big words: Buyer pays all shipping! The policies on that site make it easier for buyers to rip off sellers and the seller have no say anymore. There are a few people I'd like to leave negative feedback for and can't. So I don't even rate them. She can give you a negative cause she's a b****. I believe the pictures and wording were good. If I had seen that, I would have known the bonus pets weren't there, but unfortunately, you have to idiot-proof your auctions. Next time list it for people with an IQ of 8, because obviously no one can use their brain to figure out the items aren't there. (Once someone tried to sue because they bought an Xbox 360 BOX, just the box and they paid $600 for just a box. The description said just the box and not the system, but they didn't read it.) There are always people who want to rip you off.

[redracyma]

I totally think this person knew what the deal was and is just trying to get something for nothing.

It doesnt surprise me at all.

I have had countless problems w/ ebay buyers lately. Almost to the point where it isnt even worth selling on there anymore.

It's obvious by looking at the pictures and listing that the pets arent included.
She said she didnt know where the pets were supposed to be by looking at the box she didnt know they were missing!! LOL BS
she said her daughter or whatever wanted this exact set for the bonus pets, but yet she will take any four pets you give her?
that doesnt make sense, shouldnt she at least ask for the pets that were in there if they were EXACTLY what she wanted.

whatever. its complete BS
but ebay policy has you over a barrel and all you can do is please these AHOLE buyers.

I have learned in my listings to make sure I put in big bold red letters what isnt included
I sold the GBC w/o the gecko and I think I put in the description 3 times GECKO NOT INCLUDED
lol

[LPS NANA]

Thanks everyone for your help with my problem buyer. I have decided to send her 4 pets and I did email her and ask her if I can have her word that she will not leave negative feedback. She said she wouldn't so I hope she doesn't. We shall see.

I so agree with everyone that ebay sucks now as far as favoring the buyer. I have had more problems since they changed their policys and it seems I now have to do more butt kissing and it really isn' fair at all. The only recourse we have now is to let ebay decide and we all know how that goes. I wish I could quit selling but income wise I need it after I retire so I will have to deal with people who know from the new policy's they can take advantage of the sellers and that sure sucks.

[Beetle Bailey]

Hi Kim. Did things work out with this buyer?

[LPS NANA]

Oct 7, 2008 20:12:40 GMT -5 Beetle Bailey said:

Hi Kim. Did things work out with this buyer?

Yes thanks so much for asking. I sent her 4 pets that don't sell well ;D and as of tonight she left me postive feedback and left a nice comment as well. (easy to work with) . So I made it thru this evil buyer and have now also blocked her from my sales.

Thanks everyone for all your advise I really appreciated the support. HUGS to you all.

[lpscollector4life]

What an annoying pest! That must of made you mad!