Lessons Learned - Dealing With Inconsiderate Buyers

1. I've learnt that if I'll ever encounter similar situation in future, I would post a message on thread to my customer (to be transparent), advise them to wrap the package as how i wrap it to return to me.A replacement will be sent provided goods received is in good condition. - imiv

2. Be more strict in your exchange policy......That is all we can do to protect ourselves. - rosemary

3. Ignore any buyers that tried to mess up your thread and just hit the REPORT button and request for removal/Mod advice. - Emily Yee



Worth Keeping Advices/Information For Sellers

1. Please do not let this(bad experience with customers) demotivate you and stop you from giving your best services again... - imiv

2. Just keep it up with your good work and services, it's never worth it to get yourself unhappy over someone else ill-mannered. - L.A.C

3. Some think that 'customer is always right', well.. I would say, customers are having their buyer power, is true. But to me, sellers have their selling power too. - rayanne

4. If you send thru poslaju they won't ask to wrap nice as poslaju can accept the item without the wrappings. But usually they will put item in courier bag if it fits. - svage98

5. Actually depend on which postlaju you go. Only main poslaju centre will have the courier bag and they only gave to you if you have an account with them. I was lucky enough to get 2 pieces after begging for it a few times at brickfield poslaju centre. - nordingh










No idea if I posted on the right forum.

I have no problem to resolve any issue or accept any complains with all my buyers. I have the patient and willing to do anything to fulfill your satisfaction. All I ever hope is for your co-operation to give me the same treatment. I have no intention to make this post to pick a fight. This is for future buyers reference to deal with me.

I sent with all the care I could provide to buyer. I wrap all my items carefully even though POSLAJU only will take one day to be received. Other buyers can approve my words. Just go ahead and contact them.

My case,

I have sent three times to this buyer so far.

First time, the actual transaction. I admit that it's my fault to send an item that is not of good quality(the hook broken when she tried to adjust it) and offered replacement with another model without asking for the previous one back.

Sent second time also with care. And then she said the size was too big for her, and I offered another exchange with her sending back the wrong size one and a delivery fee.

However I did not expect that she doesn't even bothered to wrap them nicely or to wrap them at all. Only sent with the shoe box cover attached with brown cello tape. The shoes is new, and I given an exchange in the hope she'll get the right size and be happy while other buyer could have her wrong sized exchanged shoes happily too.

However, this is so disappointing to receive the other item with this condition. It is new and resell able. It might be only RM18 to her, but it is not a rubbish dump that she gonna dump back to me. I have no problem being at the losing side as long as my buyer feel happy with my item and service. Hence, this is just so rude that I would never deal with this buyer again.

Affected Sales Thread: http://forum.lowyat.net/topic/1089235

Lesson learned: Be strict with your customers about exchange policy or being bullied.

How about yours?

This post has been edited by Emily Yee: Jul 26 2009, 06:53 PM


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whoa... like that also can a.... Leave one behind.. .
thats why buy thin through net very danger er...

Well, maybe this buyer still bears a thought of 'customers are always right'.

Nothing's absolute in this world, so TS just keep it up with your good work and services, it's never worth it to get yourself unhappy over someone else's ill-mannered.

So, cheer up and keep it on with what you believe is right

Wooo.... what a lousy buyer.....

what to do. you want business have to suffer the wrath of moronic customers lor.

best case is to be clear next time and of course wrap your stuff carefully always.

1. good if you can review her id so that we can beware of!
2. would it be possible that the postman actually made the box wrinkle?

as a seller, i custom made a chop that put on word FRAGILE-HANDLE WITH CARE which i actually did 3yrs ago. so whenever i send a parcel now, i chop every on it.
but in your case, irresponsible buyer is not going to do so. and post 2 is correct, some think that 'customer is always right',well.. i would say customer having buyer power is true. but to me, seller has selling power too.

read yr thread and below is my opinion and 2 cents :

when i saw the box - my immediate reaction was -

. it might be the postman who didn't handle it with care.
. the buyer doesn't have the obligation to wrap it nicely and send it back to you as they are not seller, they do not know how being a seller would feel when saw their stock damaged.

but after i checked twice, i've found out yr buyer is actually a seller herself. and she ALSO sell shoes!!!
so i can only summarized as : u've met a buyer who is not so thoughful and kind..just treat it as unfortunate..what to do


Thanks for sharing yr experience with us, as a seller, i've learnt that if i'll ever encounter similar situation in future, i would post a message on thread to my customer (to be transparent), advise them to wrap the package as how i wrap it to return to me. (as my item requires bubble wrap). A replacement will be sent provided goods rec'd is in good condition.

As a seller, we has no control when this kinda thing happen. i understand that you are trying very best to gives the best service to yr customer's satisfaction. So please do not let this demotivate you and stop you from giving yr best service again...

So.. what else can we expect from her huh?

Yet, my point was not about bad packaging. Instead, there was no packaging at all, I was so shock when the postman took out the box without any wrapper. Angered and I opened this thread over here.

If she wished to exchange, please return the item nicely to me, at least I can resell them. Because only the size was wrong, she agreed the pair was in good quality. But she choose not to wrap them and send it like that and expect postman will handle them with care. I just check the shoes condition, I just can say, can throw already.

And I did receive her PM afterward,
hi emily.. i received the shoe already.. this time is suit me thanks~

I replied,
Received your package as well, in bad condition, thanks for not even bother to wrap them at all. TQ. Nice dealing with you.

She then replied,
O.o omg... is all my husband fault >.< im so sry.. i tot he wrap it already...

I did not reply her, because no point, she said sorry after all and it was her husband's fault anyway and customers are always right.

The other girl took 3 pairs but the size too small for her, I offered an exchange too, and I received them well packaged and in good condition. I don't know, maybe it's easier to wrap 3 boxes than 1 . I was happy, she was happy to get to exchange since I still have the sizes. Thanks to electronicfly. Nice buyer to deal with.

This post has been edited by Emily Yee: Jul 24 2009, 09:11 PM

There you go, a nice customers. Glad to hear about that.

So TS just let your frustration out in this thread and go on with the good services.

totally agree on the underline!! after being a seller for a while, i think it helps us to become more realistic..not sure its +ve or -ve.
and imiv is right, dont let this demotivate ,i am overcoming this too.. issue about one hijacking my sales,so unethical.

From my experience, post office officer will ask to wrap properly before they can accept. They even give a salotape to use. Why this one can get through?

Buyer 'pijak kepala' you for your kindness. Be-careful next time.

oh, u've got yr point.
why this kinda "packaging" is accepted?

I'm sorry to hear this from you, emily.
I'm also just started my online blog shop, thanks for sharing.

In actual fact, in any business, any customer will have different attitudes. Sometimes, you will be totally at the losing side.
If you met difficult customer, do not sell them anything in future. And as your business doing better, be more stright in your exchange policy.

That is all we can do to protect ourself. I know you are kind because you did not to reveal your buyer's name here to save her reputation. If she is also a seller, means that she is not considerate. Don't worry, it's a lesson learnt. And I hope your lost is still bearable.

All the best to you.

It is really nothing about the loss. I would be satisfy if buyers are satisfied. Except for this unexpected experience.

If anyone noticed, I saw a complain thread in Dispute Center filed by a buyer about the seller refused to refund for the pre-order item which was not of good quality. Generally, we will blame the seller for that, because we will think that if item is not as good as described in her thread, then it should be a refund.

But then the complain was filed without any proofs of PM screenshots/SMS screenshots as a trial to settle the problem. Hmm...

However, it looks unfair to me when I refer to the sales thread, the buyer had already messed up the thread 5-6 days with not necessary posts before she filed a complain. It did attracts others to have a look at it.

It did sounds to me that she is trying to get attentions and to flame while they could have do it in PM. The seller was so depressed and down. Seller might have did wrongly, but IMHO, since there is a dispute forum, attacking sales thread is not appropriate at all.

I so far I never really face a buyer that will mess with my sales thread, except for a pervert that posted few hamsap posts that were not related on my lingerie product at all. After sometime, I find that having those posts in my thread will look so repelling and uncomfortable for the girls to purchase, so I hit the report button and request Mod to delete them since I can delete his posts on my own. And they are gone finally.

Another lesson: Ignored any buyers that tried to mess up your thread and just hit a report button and request for removal/Mod advice.

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Added on July 26, 2009, 9:11 amI have just compiled some worth(in my opinion) advices & lesson from the thread in the first post.

This post has been edited by Emily Yee: Jul 26 2009, 09:11 AM

If you send thru poslaju they won't ask to wrap nice as poslaju can accept the item without the wrappings. But usually they will put item in courier bag if it fits.

Are you sure?

Actually depend on which postlaju you go. Only main poslaju centre will have the courier bag and they only gave to you if you have an account with them.

I was lucky enough to get 2 pieces after begging for it a few times at brickfield poslaju centre.

Yes...not all post office have courier bags...mostly can get courier bags at poslaju centres or big post office branch only. About not needing wrappings to send your stuff thru poslaju...this was told to me by an acquaintance I know who work as a manager for poslaju. Package is enough if sent in any box...no wrapping needed but if you don't put your item in box poslaju can also accept if they have courier bags to put your item in.

whoa very unlucky..
this is why i always deal with COD(cash on delivery) only...

really too many buyers with bad attitude, even deal with COD.. really need to be very careful on a deal..