Customers

[leealbi791]

I've been selling mugs very happily and with great reviews from customers on a well known auction site.
I always use Royal Mail 2nd class as I believe 1st class is extortionate for people to pay and I believe that with the extra added on it would put customers off buying my products.
Never had a problem.
Anyway. Had a customer message asking where their item was as it was 2 days late on the estimated arrival via royal mail. I made them aware that I was unable to actually do anything at that moment in time as it was in the hands of RM.
I offered to send another mug free of charge but I'd expect them to pay for the postage either 2nd or 1st class track and trace.
She wasn't happy with that, but I then tried to make her aware it's Xmas madness and the post is usually a little slower, and she could end up with two mugs and I'd be out of pocket .
Anyway she now says she's going to leave a bad review because of my service. Again I made her aware it's RM she needs to be vexing at as it's them that have failed to adhere to their postage promise.
She's now opened a case on the auction site.. never experienced such a bad and awkward customer.

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[Mrteajunkie]

If it’s eBay let them deal with it.
they will see she is being unfair.

DO NOT SEND ANOTHER.
tell her it’s sent and she needs to allow 14 days delivery as outlined in royal mails tos.

If mug has not arrived after 14 days she is more than entitled to a refund due to distance selling regulations.

[leealbi791]

Thanks for the advice.
It's been playing on my mind most of the day, I personally think she wants a full refund and hopes that her mug turns up so she gets a freebie mug.
Or is that me being cynical. [emoji3061]

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[webtrekker]

Ebay will sort it out and if it's ruled in your favour you can ask them to remove the negative feedback.

Add her to your ebay blocklist NOW!

[UK Printed Mugs]

Make sure all correspondence is via ebay messenger and you follow eBay guidelines in your response. That way ebay should remove negative feedback if asked.

[StellaD]

Customers eh?

Can't live without them ...

Can't shoot them!

I had a mug ordered online at 4.45pm (yesterday) Sunday - 9am today I get a message to ask where it is!

[raydavies]

We had an idiot who ordered today said we had to guarantee it would arrive in time for Christmas or he would demand a refund! He did not even pay for the First Class option!

Ray

[NickH]

I had a mug arrive damaged, the customer replied to the donotreply email from the courier rather than getting in touch with me.

Then proceeded to leave a negative review saying she was ignored.

[UK Printed Mugs]

We turned off all selling platforms this weekend (too weeks later than normal) due to Royal Mail saying items probably won't make it. Not worth the hassle.

[leealbi791]

Customers eh?

Can't live without them ...

Can't shoot them!

I had a mug ordered online at 4.45pm (yesterday) Sunday - 9am today I get a message to ask where it is!

I've had exactly the same happen yesterday. Asking why a mug they'd ordered on Saturday wasn't showing as dispatched on a Sunday... Ha Ha.

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