Buyer asking for refund claiming product is fake?

[555njp]

Hi all,

Got a message yesterday through eBay from a sale 27 days ago:

“Hello, these screws are of very low quality and have sheared in half in multiple locations on a build I’ve done. I’ve put a huge amount of work into my build and the fact that these screws are what I can only conclude are ‘fake’ will lead to significant rework. Please reimburse me at least for the cost of the screws.”

This was my reply:

“Hello, sorry but these are not fake. I have been selling them for years (please see feedback) they are sourced direct from supplier and also sold by B&Q, screwfix etc.

However, If you feel there is an issue please open a case through eBay (to protect you and us) and we will respond accordingly.
Kind regards,”

I am assuming he’ll open a SNAD case and wish to return? However it appears from the message that he may have used all the screws so has nothing to return in which case what happens there?

I checked his account/feedback etc. and nothing to suggest he might be trying to scam me but interestingly he has purchased the exact same screws from me before, over a year ago?

I would add that these are a genuine premium DIY/Trade quality product (but like anything have there limitations) and this is the first time I’ve ever had a complaint.

Any advice regarding best way to deal with this? (I appreciate I have to wait for him to open a case before doing anything).
Or is it just a case of me having to refund and block?

Thanks.

[1956glyn]

I would ask myself is it worth paying for the return postage.

Either option...up to you really

[messier44000]

A common reason for screws getting damaged is not anything to do 

with the screws, but poor quality screwdrivers or using one that does 

not fit properly. 

[susapric-68 · Accepted solution]

Would probably just give a courtesy refund after claim is open and say it could have just been a bad batch as they have brought from you before and could do again in the future

[moldosgifts]

This is a personal opinion, the buyer is a numbty, there are two reasons a screw will shear in half one is torque, his screw driver is set to maximum torque or has no torque setting available.  the other is no pilot hole in hard wood.

My qualification i spent 10 years repairing power tools also worked in sales when not repairing, i am fully trained by all the top manufacturers dewalt, bosch, makita and so on, i have sold plenty of screw to trades men not once was a faulty batch of screws reported to us, by either buyers or the manufacturers.

This to me is clearly a user issue he doesn't know how to use his tools.

But to clear your problem i would offer a partial refund as he manged to use some of them.

[555njp]

Thanks for your replies.

I’m fairly confident it’s user error but of course that can never be proven, and whilst very unlikely, it could be a bad batch. We’ve never had a complaint on these before and as I said, all the big DIY stores sell them and with 5* ratings.

Additionally, I personally use these everywhere.
They are in the joists of a 2 ton cabin (these were the recommended choice by the cabin manufacturer) and apart from once where I forgot to put the torque drive back on, they’ve never failed. Even then they didn’t snap, just trashed the drive.

Will await the case to open and refund in full 😄.