Poll: WWYD about eBay/etsy item that was broken?

[315]

Let's say you bought a vintage stainless steel item on eBay or etsy and the item was cracked/broken. The listing had photos but the damage was not discernible in the photos and the description listed it in "excellent" condition. The shipping did not likely cause the damage.

Would you:
a) return the item?
b) keep the item with a 15-20% discount?
c) other?

If you returned the item, would you expect for the seller to refund shipping as well?
Would you leave positive feedback or negative feedback?

Update: the seller won't pay for return shipping and has refused my offer to send photos of the damage. I am disappointed that the seller is treating me like it's my fault for buying this broken item.

3/2 update: seller refuses to refund me even though I returned it. See below.

[hausfrau]

I would probably return the item and expect compensation for the return shipping, but I wouldn't demand my original shipping charges were returned. I'd also take some photos to document the damage before it was shipped out.

I would only consider keeping the item if the damage was something I could easily fix (a hole in a sweater or a missing button or a loose hem) or live with. If I kept it, I'd ask for a discount between 20 and 50% depending on the extent of the damage.

[emoflamingo]

If the item was misrepresented as excellent and wasn't, I'd expect all charges refunded, returned or not. Especially if the damage caused it to not be useable (i.e. a vase with a crack in it, something that I couldn't repair on a garment, a game missing pieces, etc.).

[Deleted]

I would want a refund of the price and well as shipping/return shipping.

[315]

Feb 2, 2013 16:21:31 GMT -5 FormerlyRR said:

I would reach out to the seller with what you discovered and include a picture of the damage. See what they offer. As far as feedback, it would depend on how happy I was with the resolution of the problem. 

FormerlyRR, I was offered the first two options.

[315]

Well, I bought this intending to give it as a gift for my H. I don't want to give him an item that is cracked. The seller is really not being very apologetic about selling me a defective product that was described as in "excellent" condition.

[emoflamingo]

Yeah no... If you bought it through ebay, file a dispute. Through etsy and paid with paypal? File with paypal. Get your money back.

[minniebee]

I would return it, and expect not to pay for return shipping. You did not get a product in "excellent" condition, and a 20% discount doesn't seem like enough to keep it, especially since you probably don't want to give a damaged item as a gift.

[heygrey]

I'd file a dispute. Even vintage shouldn't be described as excellent if there is a hint of damage.

I would return and expect seller to pay for return shipping and also reimburse me for the initial shipping. Seller didn't describe correctly, I shouldn't be out any money.

[315]

Thanks all. I spoke to H about it (which sucks because it's about his birthday gift...) since he regularly sells things on eBay and CL. He said absolutely I should be given an automatic full refund and to pay for the return shipping. He also agreed that there was no way it was damaged in shipping. His first comment was that it was weird the seller declined my offer to send photos of damage.

I filed a dispute with PayPal. Hopefully the seller will come around. The CS rep agreed that my claim was reasonable considering the item was damaged and, therefore, not as described. They are also adding that the seller was being uncooperative.

[emoflamingo]

Good. Paypal usually sides with the buyer (which sucks for honest sellers who make the mistake of getting no tracking number -- my husband learned a hard $200 lesson that you don't ship from the grocery store!), so I bet you'll get your money back.

[315]

Okay, so now seller is complaining to Etsy about me saying that she offered to consider a refund but wants the item back first to inspect (even though I sent multiple photos clearly showing damage). At my cost.

That's a huge red flag to me.

[emoflamingo]

Not cool.

[315]

Well, I'll let Etsy and PayPal decide the situation.

[315]

I think I lost this case. Guess I was duped.

[TBM]

I'm sorry.

What did Etsy and Paypal actually say?

[315]

Well, I could barely understand the guy on the phone so I'm not sure if I'm getting this right. He said that in order to get a refund I have to return the item at my own cost.

[dougsbestgirl]

It seems really strange that they expect for you to pay for shipping back a damaged item. I really don't see why you have to pay for shipping twice.
Did you post feedback about this buyer yet? She sounds pretty terrible.
Sorry it didn't work out, sometimes people really suck.

[315]

Feb 17, 2013 15:43:51 GMT -5 dougsbestgirl said:

It seems really strange that they expect for you to pay for shipping back a damaged item. I really don't see why you have to pay for shipping twice.
Did you post feedback about this buyer yet? She sounds pretty terrible.
Sorry it didn't work out, sometimes people really suck.

My thoughts exactly. I didn't leave feedback yet since I wanted to wait until it was resolved. The seller has been extremely rude to me during the whole process. It certainly has been a negative experience.

[315]

The dispute was mediated already and it was left at "buyer return item, seller refund the buyer." Ok, so my attempt to get return shipping was lost. I can suck it up this once. If you can believe, even after I returned this item at my own expense, the seller is still refusing to refund me. Un-be-lieve-able.

[McGavin]

WTF? So, the seller has the item back in their possession and won't refund you? That's messed up.

[315]

Mar 3, 2013 15:20:54 GMT -5 McGavin said:

WTF? So, the seller has the item back in their possession and won't refund you? That's messed up.

Yup. She didn't even acknowledge that she received the item on Thursday. Most professional adults would have sent a message with, "Hey buyer, I received your item. Sorry about all this misunderstanding. I am processing your refund and you can expect it by X date."

I had to message her saying, "Tracking confirms you received the item. When can I expect a refund?"

Her response was so rude and essentially evaded the question.

[315]

Mar 3, 2013 15:35:52 GMT -5 FormerlyRR said:

Oh. I'd be going apeshit by now. And probably signing the seller up for all sorts of junk mail, since you now have their address. Yeah, I'm 12 when I'm pissed off at strangers.

(devil)

I hate to admit, but I totally did go apeshit. H had to almost hold me down because I was ready to throw things. I have never been so mad at a seller, so disappointed in an online transaction. And this only confirms the shady vibe I got from this transaction from the get-go.

[McGavin]

Sorry.  That sucks.

[mollybrown]

I think I would dispute the whole transaction with my credit card company at this point. That's not right.

[315]

Mar 3, 2013 17:26:25 GMT -5 mollybrown said:

I think I would dispute the whole transaction with my credit card company at this point. That's not right.

Well, I reopened the case with Paypal. I'm waiting to hear what their verdict is before I reach out one step further to my bank/CC company.

It's unreal that the seller has let it get to this.

[new2this2]

That is INSANE!

I've been on the selling side before. I shipped an item in great working condition. When the buyer received it it was on the fritz. He sent me a video of it. Yeah, it sucks but clearly the damage happened in transit and I didn't get insurance. I refunded the entire amount including shipping. It was MY mistake for doing a lazy job packing it up. That's just the price you pay for selling stuff online. This is just clear fraud. I would absolutely look into a CC dispute if PP falls through.

[emoflamingo]

The good news is you have your tracking information and Paypal should now side with you and automatically refund you. If they don't, then I'd speak to your bank.