I have received "an Item not as described" email

Babiesmummy_2

First time this has happened to me.

Item no : 200669827540

I listed an artists wooden table easel as a buy it now, I took a picture of the item boxed and clearly stated in the item description it was only the easel that was included in the sale and not the other items.

I have today received an email via Ebay as follows :-

I received the wooden easel but there are none of the materials which were described that are to be along with it, these are the following: tin of 24 coloursoft pencils, hardback A5 sketctchbook, blender pencil and sharpener. I got this as an upcoming christmas present for my god daughter, I am not happy about this, so if you could please arrange for these items to be sent.

In hindsight maybe I shouldn't have taken a picture of the box it just seemed easier to do it that way. Another member sent me a question relating to what was included which I replied and posted the question & answer on the item page.

Where do I stand, I certainly wasn't trying to mis-lead anybody which is why I detailed the contents in the description.

TIA

Kelly

theonlywayisup

Personally I think it is fine. You have specifically said what is excluded.

Politely point the buyer to the listing details and explain that you offer full refunds if she would like to return it. It may be easier than her opening a case and taking a risk on them siding with her, but either way, they will tell her to return it (at her expense) to you for a full refund.

chemical.galaxy

I think that your title is misleading because you say that the item is brand new and sealed. So the buyer must have assumed that they would receive the whole set.
Why they did not read the rest of the listing is beyond me though as it is quite clear in the description!

theonlywayisup

chemical.galaxy wrote: »

I think that your title is misleading because you say that the item is brand new and sealed. So the buyer must have assumed that they would receive the whole set.
Why they did not read the rest of the listing is beyond me though as it is quite clear in the description!

Why? Brand new and sealed doesn't mean anything other than brand new and sealed. And specifically the listing says EXCLUDES.....

chemical.galaxy

theonlywayisup wrote: »

Why? Brand new and sealed doesn't mean anything other than brand new and sealed. And specifically the listing says EXCLUDES.....

It sounds like the box in the photo is brand new and sealed. The photo shows an Easel set and lists the contents.

theonlywayisup

chemical.galaxy wrote: »

It sounds like the box in the photo is brand new and sealed. The photo shows an Easel set and lists the contents.

Brand new and sealed is exactly that. Lots of boxes show illustrative views of an item.

I bought a coffee pot from John Lewis, it has a picture of a croissant and some jam, with a plate, cup and saucer and a woman's hand pouring the drink. I wasn't dim enough to think it included those!

The listing is clear. The item for sale is an easel and the items excluded are states.

chemical.galaxy

theonlywayisup wrote: »

Brand new and sealed is exactly that. Lots of boxes show illustrative views of an item.

I bought a coffee pot from John Lewis, it has a picture of a croissant and some jam, with a plate, cup and saucer and a woman's hand pouring the drink. I wasn't dim enough to think it included those!

The listing is clear. The item for sale is an easel and the items excluded are states.

I don't suppose that your john lewis box was a coffee pot set and had a list of contents like the O.P. photo.
Anyway I said the title was misleading, not the description. Why don't buyers read properly!

theonlywayisup

chemical.galaxy wrote: »

I don't suppose that your john lewis box was a coffee pot set and had a list of contents like the O.P. photo.
Anyway I said the title was misleading, not the description. Why don't buyers read properly!

I agree buyers don't read.

And I must concur that I don't either.

I didn't even see the list of contents on the box in the photo!! So CG I take your points.

But I still think the listing is clear. Just shows, some look at pics, some more closely at the listing. I guess we are a cross section of each.

melliott1963

Unfortunately, people just don't seem to read the full descriptions.

However, I would argue that, if the items were not included then how can you say in the title that it's still sealed? OK, so the actual easel itself may still have its cellophane wrapper on it (as you've explained in the question that was asked), but I can see how someone could be confused.

I think all you can do is offer a full refund on return and then, next time you sell it, just photo the easel.

tph86

You have stated in the description that it excludes those items but the problem is that as a seller you need to do everything in your power to make it clear exactly what it is you're selling.

From the picture, title and description I would automatically assume that I was getting what was in the box. When I loaded your listing up I looked at the picture, read the list of contents on the box, then looked at the title and saw "still sealed **BN**". I would have therefore assumed that what you were selling was what was in the picture and it was new. Then I would have read the description and found out it did not include those extra things.

If the person who bought the item was in a rush she probably did what I did and assumed that was what she was getting and didn't read the description, and unfortunately for you eBay will side with the buyer every time. Refund them when they return it and chalk it up to experience and make sure you review your listing before you put it up as to be honest, your listing is bordering on misleading if it weren't for your line in the description (i'm not accusing you of doing it on purpose, just that is how it could be construed by ignorant buyers who won't read).

I once sold a pewter chinese zodiac pendant to a brand new member. There was no way it could be anything else, but they wanted a refund because it was "not as described". They ignored my messages for them to send it back and they opened a case against me. Eventually they sent it back and I gave them a refund. There was no way whatsoever that it could have been described wrongly but eBay found in their favour and I now have a mark on my account.

soolin

So was the box sealed as it clearly states it includes all those extra items. If ti doesn't then surely you should be talking to the manufacturer who states all those items are in the box?

personalyl I would offer a full refund as I think you are likely to lose a SNAD claim anyway