If you're not happy with an item received...

shellsuit

Which is an item of clothing, it has a stain on it and smells of smoke, would you...

Mail seller straight away to complain and mention feedback.

Wash the item and if the stain and smell didn't come out, complain to the seller

Leave a neg

Think 'hey ho' it was a bargain and bung it in with the washing


A couple of other things to ponder over :

There is no 'condition' on the listing, ie, it doesn't say good/excellent/as new condition. Doesn't say 'will be freshly laundered' etc

It was very cheap and the postage paid by the seller was over what you actually paid (not to mention the cost of the packaging, so infact the seller has already lost out on the p&p)

What would you do??

Please be honest with your answers (if you do reply! lol), don't just say what you think I want to hear

Sugar_Coated_Owl

If it was cheap I'd probably just wash it (add some stain remover-it might help) and hope that it came out. You'll probably get rid of the smell of smoke by washing it.

Dormouse

I'd probably just keep it and wash it (Vanish soap bars are good for stains ) - certainly wouldn't neg them at this stage!

As you said, they didn't mention the condition on the listing; the postage was a bargain and the item was cheap. I'd let it go.

(Was the seller nice? Good communications, fast delivery, etc? If I thought the seller was ok, more reason to just go 'hey ho' )

shellsuit

Thanks for the replies

This is what has actually happened.

I am the seller (read on before you shout at me! lol) - and in over 1000 transactions, I have never had a complaint about an item of clothing which I have sold.

The last lot I listed were my daughters summer clothes from last year which no longer fit her.

When we came back from holiday in October I washed everything that had been worn and because of the time of year (not like we could wear shorts over here in October) I put them all back in the suitcase.

I got them all out before I listed and checked them all over, took pics, then listed them and put them back in the case.

The only thing with regards to the stain is that they have got it from the storage or from another item of clothing which was in the case or even just one I have overlooked (but I swear I didn't see this stain otherwise I would have washed them all again and if it didn't come out I would never have listed it)

The 'cigarette' smell baffles me, because unless I am 1'6, I can't have a fag in a suitcase.

Nothing else which was listed has been complained about, just this one item, so if that smelt of smoke, surely everything else must have?

The item was received today and I've just got a mail from the buyer (only just checked that email addy as I've been working all day) which was sent at 1oclock, saying that they were dissapointed with the item, but it had a stain on it, and also smelt of cigarettes. They also added they wanted to bring it to my attention before they left feedback.

With regards to the postage I charged £2 for 1st class recorded - the postage alone cost £2.63. (No problems there, out of the 7 items I listed, 6 of them I undercharged as I don't profit anyway with postage). They were all packaged in brand new mailing sacks (which funnily enough, do have a funny smell)

The only thing that miffs me is that I have had items like this, no condition on the listing, bargain price, might have pet hairs on it, whiff a little, but with a wash, they are right as rain so before I would even think about complaining, I'd see if the stain and smell would come out in the wash.

I wouldn't dream of sticking 2nd hand clothes on the kids which hadn't been washed thouroughly by myself, even if they smelt of roses when received.

Soooooo, the question now is, do I refund?

Do I ask if they have washed the item to see when once washed it was fine, as this was obviously overlooked and no sent out like this on purpose?

Do I offer a partial refund for the cost of washing powder?

I've always had glowing FB with every clothing item I have sold - this is my first complaint so its good to have feedback from others

Obviously if they had said they had washed it but there was a stain and it ponged, I would refund ASAP, but I'm sitting here wondering why they hadn't bothered doing that before mailing to complain.

Again, be honest with any replies - I don't bite!

shellsuit

(Was the seller nice? Good communications, fast delivery, etc? If I thought the seller was ok, more reason to just go 'hey ho' )

Nah, the seller is a gobby plastic scouser who nicks wheel trims in her spare time!! lol

shelly

I'd probably e-mail the buyer and say something like "I'm very sorry you received an item in less than satisfactory condition. Please advise me if you want to wash the item and see if it comes out better or send back the item and I'll fully refund you" You might have to refund the return cost too as she could say its not her fault she has to send it back but at least you will have the item back to re-sell. Or on the other hand refuse a refund stating that the item left you in good condition but risk bad feedback.