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Antiques! => EBay Forum => Topic started by: Oceans64 on December 07, 2010, 01:56:17 PM
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I've had a new experience and while probably trivial, I hate to leave anyone neg feedback so what would do?
I ordered a pocket trumpet for the hubby. It's cheap and we aren't really expecting much but it's for him to play when he doesn't want to break out or take along the good trumpet. It was shipped fast but when it arrived, it looked as if it had been run over by a truck!! In fact I'm guessing that's exactly what happened since it was basically flat as a pancake in spots. I actually had to cut away the bag... I think it was UPS's fault as the box was damp and torn where the shipping label was. I contacted the company Friday and they arranged for UPS to pick it up which happened yesterday.
So far, probably not the companies fault, communication has been great and I am not charged for return shipping. Here's my problem tho.
The pics I sent clearly showed this was a damaged/unusable item AND I even had pics prior to opening the box which showed it had suffered some sort of severe trauma... Hubby needs this horn by this coming Thurs but the company would not ship a new one until UPS picked up - regardless of my pics. The only alternative was to buy ANOTHER one and they would refund me. Which I did - but NOT with a smile on face....
While they arranged pick up Fri AM, that didn't happen until 7PM Monday night - again, probably UPS's fault
NOW, the company is saying they wont refund the $$ until the horn has arrived in their store from UPS. This is different from the original email sent to me but their reason is that policy is to ship a new horn (replace) once UPS picks up but not refund until it arrives....
Would you leave neg feedback? On one hand, I feel bad as I don't believe the damage is their fault. OTOH I am getting FED UP with dealing with the nuances of their return policy and the fact that I had to babysit this horn all weekend and Monday waiting for UPS to show up. Constantly moving it in and out of the house whenever we left. Now I have to wait, track the shipment back and watch to make sure they refund this week.
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I would not leave negative feedback because the problem is with the third party carrier...UPS. The company's return policies are in place because they probably were stiffed in the past by unscrupulous customers and they do not want that to happen again. A large company could probably absorb the loss and ship a new one but a small company maybe cannot. Just my thoughts. As for the UPS pickup of the damaged one, could you have taken it to a UPS store and be done with it? I know they pickup as I had a faulty hard drive picked up like that but then you have to wait for the driver to arrive and this time of year, I think they are quite busy so their usual times may not be on the money.
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I agree, I would file a claim with UPS.
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I agree, I would file a claim with UPS.
I agree 100%, the problem is, if no insurance was taken out, it won't do a dam bit of good...
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I would leave neutral feedback. They changed what they promised. First, they said UPS just needs to pick it up. Now they are saying that it has to arrive at their place of business first. That could take 9 days. It's the holidays and people do not have time to sit and twiddle their thumbs waiting for their money back. I'd leave neutral, they promised one thing and did another.
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While they arranged pick up Fri AM, that didn't happen until 7PM Monday night - again, probably UPS's fault
I really don't think it was UPS's fault that they didn't show up until then, the company probably did not pay for over night or what ever service but rather opted for 2 or 3 day ground service. After rereading your OP, i would have to agree with Hos here, sounds like a Neutral and maybe even a Negative if they lied about the pick up time and opted to just choose another plan for shipping after they told you a certain date..
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It's not necessarily that ups was late picking it up. The seller said, "When UPS picks up the package, we will issue a refund." Then, they said, "The package must be in our hands before we issue the refund." Unless I misunderstood. :P
If I'm correct, then I'd leave a neutral or negative, definitely not a positive.
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Hosman, you did not leave neg feedback when your seller did not ship for 60 days. Are you becoming more hardened?
UPS has an automatic $100 worth of insurance in their pricing.
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Fair enough, very true. That was when I was just starting out in antiques and I guess I was just inexperienced. I would let people take advantage of me. Wouldn't happen today, I am learning to stand up for myself. :P
I guess it's all about how frustrated oceans is and how she feels about the whole situation. Everybody's different.
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Way to go, hosman. I think we have all been in that 'give a guy a chance' mode probably when we shouldn't have. I am very proud of you getting a thicker skin because that 60 day guy really should have been dealt a negative blow. I am not sure what I would do in Oceans case. I would definitely not leave ANY feedback until the refund is in my pocket and the new horn is OK too. Maybe at that point I would leave a neutral with an explanation that their return policy sucks. It would be nice if one could leave the shipper (UPS) a negative comment.
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Hosman, you did not leave neg feedback when your seller did not ship for 60 days. Are you becoming more hardened?
UPS has an automatic $100 worth of insurance in their pricing.
Oh cool! I'm so used to dealing with the USPS. You have to buy insurance..
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I think a negative would be unfair in this case (from what was read).
Sounds damaged during shipment by the way it arrived to you.
Can totally understand the way you feel at this point though but it doesn't sound like it was the sellers fault.
How was the packaging anyhow??
I always felt that leaving negative feedback could hurt you as a buyer.Who wants to sell to a buyer who has left these.
I'd reserve them for a situation where it's absolutely necessary and a last resort when the blame is clear and all other attempts to make things right have failed.
Hope your week starts going better.GL & JMO
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Wow this was a hot topic today, been missing out here. Not sure negative feedback to the seller is exactly fair, and I would be sure to hound UPS for comp for sure. As for the companies return policy, well that is a bit lame during times like these for sure. Where I work if a customer complains we are printing them a new one and have it in the mail overnight no questions, happens from time to time, may ding the bottom line a bit but the customer is more important. I guess I can see why they have that sort of policy but if truly they are small a simple phone call should solve there issue. Anyway being kind of long winded here. Personnally I would give them a call or email them with all your frustrations, not necessary saying you will leave neg feedback but maybe implied. Then wait for there response if they are willing to do anything to give you peace of mind then no feedback, if they come back rude or full of policy quotes then customer service is lacking and that warrents Neg. feedback In my dealing thus far on ebay I all try my best to resolve the situtaion short of kissing arse of course, service is sometimes more important then the situation. IMO Wooo Breath.....
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Yeah... I am wavering and just wanted to make sure I wasn't be a wimp by NOT leaving negative...
Dean: The trumpet comes in a semi-hard case. The mailing box (cardboard) was thin with no padding. That said I can't imagine any box that would have protected it from whatever had flattened it.
I have talked to them on the phone. Communications is A++ no doubt. The fact that I have a ten year history with eBay and 100% positive rating should get me a little leeway however IMO and I'm a bit irritated about that. As it stands, I have bought a $120 item TWICE (have neither in my hands) and this whole ordeal will continue on until next week when I can verify that UPS delivered back to them and make sure they refund.
It seems that I (the customer) am being the one most put out and it's not my fault either.
I'll probably be neutral but as wayward said, I guess we wait and see the condition of the one on it's way.
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After thinking more about this... I'll probably not leave any feedback. I can't describe my experience briefly but also concede that they never hid from me and always responded quickly. Had they refunded my money yesterday (after verifying UPS pickup) and taken me out of the loop, I would be OK and even pleased. Sometimes things go wrong it is the response that truly matters IMO. They have well over 5500 feedbacks - they don't need mine LOL. In fact, I need theirs more than they need mine...
btw: Wayward not sure if I answered your question. I offered to take to a UPS Store as I didn't want to be tied to the thing for 3 days... They declined. I think it would have messed up the system.
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Neutral: Excellent communication, return policy is a hassle, crappy UPS carrier. I did not count characters so I am not sure if that is too long but something like that would be in order, I think.
I wasn't sure about the UPS store drop. It probably does crimp their (UPS) pick-up system. But waiting for a driver is a pain. It is like waiting for a repairman and they NEVER show up on time.
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But waiting for a driver is a pain. It is like waiting for a repairman and they NEVER show up on time.
I truly can not stand that kind of crap from these delivery company's. FedEx, is absolutely horrible about that. When they delivered my Droid X, they said it would be at my house anywhere from 8:00AM to 7:00PM...
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I'd leave a 'flat' feedback , just like the trumpet .
;) :D ;)
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You know.. when something goes wrong, it seems to just keep getting worse. The second trumpet I ordered was supposed to be delivered yesterday (Out for Delivery notice). About 7:30PM the UPS truck stops and goes to the neighbors house. Hubby runs out and asks if he going to wrong house... Driver says no, verified addy on package, then rechecks his truck for Hubby. Nope - nothing there for us.
This AM I check UPS site again and see this:
DELIVERED, 2010-12-08, 19:12:00
I love hearing Hubby play but I have a feeling this Trumpet is going to be like nails on a chalkboard to me!
@Fancy: LOL - I'm trying to incorporate that in my feedback. It's funny!
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It should say where it was delivered...front door, side door, etc. I had the same problem and had to look once and it was at the front door where they never leave pkgs. Must have been a new driver. They could have left it at your neighbor's. Just because it says delivered does not mean they couldn't have delivered it to the wrong house especially if that delivery time is when the truck was at your neighbor's.
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After MANY mins on phone w/ UPS, they told me to Company had to initiate the call (ARGH!!!!) >:( :(
Called the Company, did a conference call - got excellent UPS person who told me a neighbor called in (last night) saying it was delivered by mistake to wrong addy - She (UPS lady) gave me the addy, I put on my coat, walked down a few blocks and picked it up. It's in perfect condition.
I'll give the Company pos feedback mostly because the service has been excellent and all my anger has been re-directed at UPS. That said - I will say something about not liking the refund policy. She told me it will take 5-7 days AFTER they have received the trumpet for me to see it in my account.
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It is hard to get good help nowadays. :(
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No kidding! AND - the guilty UPS driver was cutting thru our residential street (BIG no-no) while I was walking back home, box in hand. I figured he was doing the PU and re-deliver so I stopped him. He hadn't heard about it yet but admitted he was the guilty party. His response was he had too many packages and too many deliveries.
Don't think he's happy in his work....
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The holidays get crazy for postal and other carriers, so the next few weeks will be worse than usual.
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I bet they were bitching like this way back in the olden times , about articles that had to be shipped (no offence intended towards anyone who feels they were bitching) & didn't arrive in their represented condition .
My guess is that the problem is always about having humans in charge of things .....
I know things go wrong in shipping & sellers 'representing' items in slanted definations , so I almost all of the time try & arrange the shipping myself (which is NOT practical in Ebay/on-line sites , IMO) .
I prefer to be a hands-on guy (or get a friend to look for me) when it comes to buying antiques .
I do so hope you get the item you really want , Oceans64 !
On the flip side , now you've got a story about how you got (or will get ???) it !
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I think that you did the right thing, in the end, Oceans. I personally don't believe that the company were to blame and over here that sort of return policy would be rather good (sending out a replacement as soon as they get confirmation of pick-up) ... many companies here wouldn't do that until they'd received the goods back and had a chance to 'inspect them'. So to me, being prepared to send out a replacement once picked up, and only refunding once actually returned sounds fine. They probably have been stung once too often, an losing the cost of a replacement is better than losing the actual $ (whatever their mark up is).
Glad it arrived and must be music to your ears.
I had an ebay disaster a while back. I bought a 19th century spelter statue (£105), and when it arrived via our Royal Mail there was a beautiful pierced whole in the carton. Unpacked only to discover an arm had been sheered off. I had to claim from Royal Mail (Parcelforce really) and three months later I got compensation the cost of the estimated repair + postage refunded (£85 + postage). I then shipped it off for the repair job, only to receive an e-mail two days later from the chap with two photos, one of the package as it had arrived (completely battered) and one of the statue minus arm number 2! I had to smile as I read that as the deliveryman walked into his workshop already carrying a battered package, he tripped, dropped the package and fell on top of it ::) Fortunately the driver wasn't hurt!
I claimed compensation and this time they refunded the value of the item + postage (the full £105). The second company was a courier and I received a cheque within a fortnight.
I had planned to sell it on anyway, but managed to make £85 without even having to :)
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Yeah... I don't disagree but what's wrong with operating under the assumption that people are basically honest and not out to get you?
They have over 19K in feedback which adds up to a TON of sales. The law of big numbers dictates that yup... eventually they will get "taken"... However, as one of the majority of honest people out there, I don't like being lumped into the "suspect" category just because out of 19K ++ sales, they got taken once or twice and probably did not due their due diligence resulting in the loss.
They have the ability to see pictures via email, talk to their customers on the phone and can and verify that UPS picked up from same addy... so really, what are the chances? It's just easier to assume the worse than gamble on the probability that they're dealing with an honest customer.
I'm using this company as an example but I think most businesses on eBay operate like this and it's a bit sad to me.
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I agree, Oceans. Plus they can look at the feedback of any customer and determine what customers are good and which ones are not so good. I look at sellers' feedback before I buy because I can't walk into the store and determine if I want to shop there. If a seller had bad reviews about poor customer service and a poor return policy, I would be very hesitant to make a purchase.
People are basically honest, it is just the dishonest ones that make everyone a little more careful in their deals.
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Hi Oceans,
I think I missed the bit where it said just how big the company's Feedback was, and that probably does make a difference, especially as they will have budgeted for a certain level of losses . I do feel for the small business that is trying desperately to keep afloat. But I agree .. it is sad, maybe I've just become cynical about LARGE modern day businesses and don't expect any real service from them, so when I do get it I'm pleasantly surprised .. it's like Christmas!