Facebook Marketplace Buyer requesting full refund

karatt

Hi, I would like some advice please regarding a sale via Facebook marketplace.
 3 days ago a young lady agreed to buy a used wooden bunk bed that I had listed. She asked if I could deliver for an extra £10 as she didn’t have transportation and I agreed. 

I had stated in the advert that it was used with a few signs of wear and tear, mostly on the step area, but far too good to just throw out. I had attached plenty of clear pictures and a link to the manual online. The bed was already dismantled and ready to go. (It was very carefully taken down to ensure no damage etc. fully cleaned, labelled and nuts/bolts etc all bagged up).
The lady very happily took delivery of the bed (parts) and I was pleased that it was getting a second use.  She paid via bank transfer as she had forgotten to get the cash out. 

This evening the lady has contacted me saying that the bed will not go together and the whole thing is falling apart and is not useable or safe for her children. I have tried having a civil conversation with her (via messenger) to try and help but she has made it very clear that she only wants a full refund (but I can keep the extra for transport). 

I know that the bed was definitely in a reusable state when I left it with her. And it goes without saying that I would not sell anything that I wouldn’t be happy to put my own children in but I was selling because my daughter had outgrown the bed! 

Should I give this lady the refund? Many thanks for any thoughts. 

TELLIT01

Possibly suggest helping to put it together?  Then you will have the opportunity to check for any damage caused by her.

Aylesbury_Duck

As long as you described it correctly, you needn't do anything at all, so it's down to how much goodwill you're prepared to offer by way of help to assemble it or a refund.

maisie_cat

TELLIT01 said:

Possibly suggest helping to put it together?  Then you will have the opportunity to check for any damage caused by her.

That would be a kind thing to do, not everybody has the practical skills required to reassemble furniture.  

ThumbRemote

TELLIT01 said:

Possibly suggest helping to put it together?  Then you will have the opportunity to check for any damage caused by her.

Will she be paying for the transport and time required? 

macman

If the advert pics showed it assembled, and you are sure that you included all the components, then she doesn't have a leg to stand on for a refund. Tell her no, and that she should get someone in who has some vague competence with DIY to assemble it for her.

macman

maisie_cat said:

TELLIT01 said:

Possibly suggest helping to put it together?  Then you will have the opportunity to check for any damage caused by her.

That would be a kind thing to do, not everybody has the practical skills required to reassemble furniture.  

True, but then they shouldn't buy secondhand furniture that obviously requires self-assembly, and then throw their toys out of the pram when they can't manage to assemble it.
And then expects the seller to refund in full, minus a tenner for delivery (she presumably expects the seller to collect it at her own expense too)!

deannagone

It might be the sort of thing that is difficult to assemble alone and she is overwhelmed. I've been there myself, but get there through sheer determination and stubborness lol.  However, that doesn't mean you are responsible.  Clearly it has been assembled before so it is possible to assemble it.  If you are very kind, maybe you could help assemble it but you don't have to. Also she could be a scammer, they do exist on facebook.  Ask her to send photos of the problem area, so you can tell her what to do if you haven't already.  Again, you don't have to do this.