Negative Feedback Recieved - Customer Broke the Item

SSST

We had a customer order a piece of Acrylic/Perspex, he decided to cut it into a shape and drill holes, he cracked it.

We fabricate this material all the time and can assure it' can be cut and drilled no problem, the only way this would crack is if the customer used the incorrect method / tools.

Now I have spoken to ebay, and they are not willing to help.

I can't understand this as the customer has altered the acrylic from it's original state, so how can we be to blame if they brake it because of how they cut/drilled it.


Where do I stand?

cattie

I can't think of a solution for you, especially if you are a business, but perhaps to cover yourself in future you need to amend you wording to something that doesn't assure the customer that the perspex can be cut & drilled without problem.

Selling on ebay can be pretty fraught with problems when a customer isn't happy & it doesn't seem to matter to ebay who is really at fault, in their eyes the customer always seems to be right it seems. And there are far too many buyers who appear to take full advantage of this, even if they have caused damage to an item once it's been received.