right now

right now

Jul 7, 2011

What a day...you might grab a beverage before reading :)

Well, I ended up spending just shy of $200 just for meeting a new friend, I guess.  The well pump guy arrived this afternoon and of course "couldn't replicate the problem".  Oh yes, the pump fired right up for him when he plugged it in.  Of course, I'm not complaining about not spending money I didn't have anyways, but I know something's wrong with it!  Apparently the several times over the last 6 weeks when I turn on a faucet and nothing comes out and the water pump doesn't kick on were just hallucinations.  Of course he said they'll waive the call fee I paid today if they need to come back out in the next few days, but figure the odds of that happening - it will be a solid month before it happens so I can pay the service fee again.  
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But... I'm already over that, and have moved on to another issue that has me FUMING!
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I'll warn you now that if you don't want to hear a rant that has absolutely nothing to do with gardening/homesteading and the like, "x" out now!


Switching gears...  (I want to say right away that eBay customer service rocks!)


3 weeks ago I won an auction on eBay for a little sewing machine charm, cost $9.99 + $6.40 shipping.  Here's a photo: 

10 days later I receive a plain white envelope in the mail, a hole ripped in the side of it, containing nothing.  I didn't even realize it was supposed to contain the item since the return address was from an apparent real estate company in NJ and I just assumed that it was some mortgage refi solicitation since we get those all the time.  Fast forward a few days and I log onto eBay to see where the heck my charm is and I click on "Seller's info" and find the same company title!  So now I know that the envelope must have contained the charm and somewhere along the way someone either ripped it out or it was torn in a postal sorter.  I email the seller explaining how the item arrived and asked for a refund, since I didn't think a plain white envelope was sufficient packaging, and the postal and eBay rules dictate the the shipper is responsible for adequate packaging, not the buyer.  I phrased it all quite politely and even asked if she had another of the same item, since I didn't really want the refund, I wanted the item!  Well, she ignored 2 of my emails in the past week, so I opened a customer service case with eBay.  Here is my email to eBay describing the problem, remember by this time the seller has ignored twice my attempt to resolve it directly with her:

"I received an empty envelope with a hole torn in the side of it. The item was a metal charm and packaging appeared to be very inadequate as it was not wrapped in anything other than a standard letter envelope. I emailed the seller and notified them of the situation and offered photos of the envelope and requested a refund. Seller did not offer a refund and expressed disbelief that the postal service would deliver an empty envelope. I replied back that the postal service is required to deliver all addressed mail regardless of what it contained and that it is the shippers responsibility to provide adequate packaging. It has been a week now with no response from seller. I would accept an identical item if seller had one, but otherwise need a refund."

Apparently eBay first sends the case to the seller for their input, and instead of trying to resolve the issue, this is what I got in return from the seller:

"Buyer is lieing. I Asked if she got in touch with mail carrier and post office. Item was sealed in envelope with clear tape. I NOTIFIED MY POST OFFICE AND THEY TOLD ME, "IF THERE WERE SOME PROBLEM WITH ARTICLE, THERE WOULD BE A NOTE FROM POST OFFICE AND IT WOULD BE ATTACHED WITH CLEAR TAPE". JUST SEND ME THAT PROOF. CHECK BUYER'S NEW FEEDBACK. IN ALL MY YEAR'S ON EBAY, THIS HAS NEVER EVER HAPPENED. SEND ME THE NOTE FROM POST OFFICE ALONG WITH ENVELOPE AND REFUND WILL BE GIVEN. THANK YOU."

Let's tackle this response bit by bit, LOL... first off, she really should learn how to spell and punctuate correctly.  Then we have a harassing accusation, followed by "shouting" at me in all caps.  Some random crazy person rant about looking at my feedback.  Feedback?  I've purchased way more valuable things on eBay than a metal charm and paid immediately and have glowing comments from the 5 sellers I've dealt with, nothing negative (although I'm sure there is by now if she's gotten on there yet).  Oh yes, the post office... they certainly do attach a note of apologies with damaged mail, that is IF they notice it and even then they seal it in a post office plastic bag and deliver it.  The final straw however, is when I noticed that she did charge me $6.40 shipping and there is an .88 cent stamp on the plain white envelope... busted!

I saw the above email from the seller as I was leaving music lessons this evening, after stewing on it the whole ride home I immediately replied directly to eBay choosing the option "escalate the case" and wrote this:



Your message to eBay Customer Support:
"The most recent email I have received from the seller I view as harassment and no longer wish to communicate directly with seller. While correct in that the post office will attach a letter stating item was damaged IF they notice the damage, it is not attached with tape, it is put into a post office plastic bag and delivered that way stating apologies. No such bag or note arrived but the post office does not always notice damage, such as the hole in the side of the envelope that arrived. I prefer to stick to the facts, and the fact is that the seller was negligent in both packing the item securely and charging for secure shipping which did not happen. The seller mailed a lumpy metal jewelry item in a plain white letter envelope instead of in a padded mailer or similar, and also charged $6.40 shipping when the plain envelope arrived with standard .88 stamp. If eBay would like to see the photo of the .88 stamp and envelope I would be happy to provide that to a customer service representative. If you look at my history you will see that I have purchased much more valuable things than this item and paid immediately and have positive feedback. Thank You."



Get this... eBay has 48 hours to respond, yet I received an email in less than 5 minutes stating the full price plus shipping had been refunded to my PayPal account!  I was prepared to spend the evening nursing my blood pressure but instead I stuck to my guns and now I'm dumping it all on you so I can "move on" LOL.  Hey, I'm a Type A, it's difficult to move on sometimes!

In short, BOO... to the seller "XYZ"  (I actually would love to name her, but I don't want retribution and stoop to her level)...  and YAY! to eBay customer service!

Sorry for unloading all this on you, but it was really eating at me!  Don't say I didn't warn you :)

Hell hath no fury like a blogger wronged!  :)



17 comments:

  1. I ran into a problem like that with ribbon I bought once, only it was never shipped nor would the seller communicate with ebay. Not only did I get a credit, but a gift certificate as well. They're very good at customer service. Glad it all worked out for you.

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  2. How wonderful. Things dont often work out that well for the buyer. I hope you find another charm somewhere else.

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  3. Good for you sticking to your guns! I hate when someone like this seller thinks if they flex a muscle they will scare you off. Don't they know we scoff at said muscles and pull out the PIPES?

    Kiss each arm now :0)

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  4. Ribbit, I was impressed by eBay for sure! Glad to hear they were good to you as well.
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    Jane, you get it - I really wanted that charm, so I'm still sad in spite of the outcome :( I know it's a silly cheap item but I don't ever buy or wear jewelry but I actually own that particular 1961 machine!
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    APG, kissed each arm... they didn't know they had tickets to the GUN SHOW! LOL...

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  5. Atta Girl! If you hadn't stood up for your rights (and you were in the right) that unscrupulous seller would have just gone on her merry way thinking she could get away with such nonsense. Sure hope she ends with a black mark against her on eBay!

    And . . . I hope your well pump motor gets over its problem or has another fit within a day or so!

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  6. See, I told you you were Supermomwoman!

    I let my daughter handle things like that. I get angry, she stays calm and rational and usually wins. We just went around and around with a Ferrell Gas overcharge (about $120) that took over a month to resolve. We made three trips to the local office, with nothing resolved, then Amy did it with two phone calls. The first was to the woman who screwed up the account, and when that didn't get us anywhere the second call went to the corporate office.

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  7. Amazon has pretty amazing customer service as well. 3 years ago I paid $1,300 for an embroidery machine from the "Amazon Marketplace" and when I picked the package up at the post office I KNEW something was wrong because it felt like there was no packaging inside, just a machine rattling around. I opened it right there so the postal works would back me up that it was packaged improperly and it was actually a broken 1980's sewing machine that the person had probably gotten from a yard sale! I contacted Amazon and they had the money back in my account within 72 hours.

    Sears on the other hand, is horrid. I don't want to get into it because it will turn into an endless rant, but they basically offer no protection whatsoever if you buy from a 3rd party seller on their website (after not even making it really clear which items are FROM a 3rd party), and don't even check to make sure that the 3rd party selling on THEIR site has a working phone number or e-mail address. So basically, you buy an item, it never comes, you call sears customer service and ask for a tracking number, and they say to call the company for it at a phone number that DOESN'T EXIST and then deny all responsibility and give you the run around each time you contact them. It's ridiculous. I even paid with a Sears gift card but they still claimed they had no part in the sale and could not get me working contact info for the company they claimed was REALLY at fault. EERRRRG

    Have you checked Etsy for that type of charm?

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  8. Ugh. What a day you've had. Too bad about the charm. Vernon has had some run-ins with some less than scrupulous sellers on ebay for train stuff for his layout. It has always worked out in the end.
    I do hope you can get your pump situation worked out as well. sigh...
    Judy

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  9. Good for you, Erin!! Too bad no charm. :( Intermittent problems in homes and cars are such a pain. I hope the pump cooperates and either lasts years or malfunctions at the "proper" time. :)

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  10. I had something similar happen. I had bottles of liquids shipped to me that arrived smashed because they had been wrapped only in tissue paper and not in bubble wrap or thick padding. I took pictures of the box when it arrived and all the broken things inside and sent them to the seller. It's pretty hard to dispute a well taken picture. Had my refund that day. Glad you got your refund.
    I hope your pump problems are over.

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  11. GLad it worked out so well for you.
    You want to tackle Hughesnet for me???????
    ONE MONTH after this no-internet thing, and I'm still dealing with the headaches ==at least 20 times a day I get a message from them that blocks out my internet saying I never returned their modem. I have PROOF from FEDEX , yet they still deny it. They are threatening me with extra charges to my account. Customer service there SUCKS. I'm glad you had such good luck with EBay!!

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  12. I am sure that maintaining a reasonable tone and not stooping to the nya-nya attitude of the seller went a long way with eBay doing the right thing. I hope they flag the seller as a warning to future buyers. That discrepancy in shipping charge vs. actual money spent by the seller is a particular sticking point with me. Good for you - hooray for Type As!

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  13. GRRRRRR!!! Some people really do suck. Glad ebay customer service was quick in their actions.

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  14. Be glad that someone in America actually answered your complaints--or were they? That drives me crazy when IT IS WHEN SOMEONE ON THE PHONE THAT I CANNOT UNDERSTAND!I AM NOT A TYPE "A" BUT I STILL HATE CUSTOMER SERVICE-I went to school for distributive education [ yes-Erin -they had schools back then ] company policy was the customer is always right-nowadays its the customer can fly right out the window as far as we are concerned.

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  15. As an Ebay seller, I just have to chip in here to say that not all Ebay sellers are crummy. My husband and I have an Ebay store and sell regularly to add a welcome bit to our retirement income. We treat our customers very well and have an excellent feedback record. There are very crummy customers out there too, who make false claims and try to get something for nothing. We would never make the stupid mistake of sending something unprotected in an envelope. I'm glad that you got the situation straightened out. Ebay customer service is always excellent, and normally speak English very clearly.

    One more thing to know is that as sellers, we can leave only favorable feedback for you. You have the power to leave an honest clear feedback to warn others away from this bad seller, but the system will not allow a seller to leave you bad feedback.

    Please do leave a clear, honest feedback to warn others away from that seller to help keep the marketplace honest and warn away future victims of that bad seller.

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  16. Thanks everyone for your comments, I definitely feel better today! You all seem to know exactly where I'm coming from. I'm still upset that I didn't get my charm, but at least I'm back even. Sue & Trailshome, that was the kicker for sure, the blatant overcharge for shipping! Did I mention that it was only going from NJ to VA? LOL the amount I paid was more than enough for a padded mailer at least :) In the years I have been buying off eBay, at least this was the first unscrupulous or careless seller I have come across, and I bet she will do better by the next person! So glad today was a new day! Sorry I didn't respond to each of you, but I have had a crazy (in a good way!) day and I appreciate all of it!

    Nikki - that is crazy! As someone who recently spent 2 months researching which sewing machine to spend our hard to come by cash on, I sympathize and am glad you worked it out!

    One more thing... sweet Judy you make me laugh! Now you are telling me that I'M old because we definitely had distributive education in my school too, did you call it DECA?! LOL... !

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  17. My husband has had bad experiences with purchasing items from Ebay too. Once he bought a keyboard from a seller and they sent a box with newspaper stuffed inside it instead of a keyboard. We complained and got his money back. Ebay does have good customer service. Sorry this happened to you. Some people are such jerks.

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