Furniture listed as Collection Only but Buyer expected Free Delivery/Postage!

[style.1900.originals]

I sold a large standard lamp, too big to post, my listing stated that this was customer collection only, but that I could obtain a delivery quote if the potential buyer messaged me with their postcode. I work with buyers to obtain delivery quotes at no profit to myself. 

This buyer bought the lamp and expected that I would deliver Free of Charge! 

I said that this was not included but could get him a price, he said that he did not want to pay for delivery.

I cancelled the order and refunded him straight away.

Weeks later, this buyer leaves me Negative Feedback, and have tried all sorts of forms and claims to get them to remove this, but have heard nothing from ebay yet.

These awful buyers should not be able to get away with treating sellers like this.

This is causing me a lot of mental health stress.

I have a negative and a neutral feedback, BUT both buyers wanted to change the feedback as they did not know what they were doing, and ebay do not allow them to amend.

I feel victimised here - I am a good honest seller - and have been a victim of horrible, ignorant awful buyers!!!

[cobwebcottage]

This used to happen regularly a few years ago but thankfully, most sellers understand how the platform works now.

I wouldn't stress about it as you can't please all of the buyers all of the time.

[style.1900.originals]

Thank you for your comments, I am trying to not get affected by stupid, ignorant and selfish people on ebay (and in life), but there does seem to be an increasing number of them! I had 100% feedback for 20 years but regularly have 'wrongly given' negative and neutral feedback from buyers that do not understand. Frustrating! Your answer is appreciated, thank you.

[style.1900.originals]

Hello style.1900.originals,

We reviewed your request to remove the feedback received for this transaction:

Item name: FINE QUALITY Early 20th Century Antique WALNUT STANDARD LAMP
Order number: 12-12394-07898
Item ID: 226377837387

Our decision
We reviewed the feedback, and can see that the buyer found that the item wasn't as described in the listing.

For this reason, the feedback was not removed. Just so you know, this feedback will not impact your seller performance level.

THIS WAS EXACTLY AS DESCRIBED - 

[carbtec]

eBay's current feedback system is certainly not fit for purpose . . . . But I am filled with horror at the thought that they might replace it with a system designed by the current team.

[style.1900.originals]

I just called ebay and they phoned me back after 30mins and I got someone local, down to earth that really wanted to help me, she went through it with me and said that she can sort this for me, we were talking about the weather and local bands before the phonecall ended. Should be having the feedback removed within the next hour - basically he mentions 'no postage' BUT the listing stated 'customer to collect' so he had no grounds to leave this feedback. Fingers crossed, it will be off very soon.

[sml192]

You say that the buyers are willing to revise their feedback so have you actually tried sending them a 'Feedback revision request'?

It may be that you have already used up your quota of feedback revision requests as you can only send 5 per calendar year.  If that is the case then you may be able to send one for the negative feedback in the new year depending on how recently it was left as you have 30 days from receiving it in which to do so.

You should also be able to get the negative removed by eBay as it clearly breaches their 'Feedback Policy' by referencing something that was correctly disclosed in the listing, but you will need to actually contact eBay in order to do so as the automated feedback removal tool has clearly failed:

https://www.ebay.co.uk/help/policies/feedback-policies/feedback-policy?id=4208&st=3&pos=1&query=Feed...

Buyer-related transaction issues

We remove neutral/negative feedback when we can see that:

• The buyer asked to cancel after placing their order
• The order was cancelled due to an issue with the buyer’s address
• The order was cancelled because the buyer didn’t pay
• The buyer is raising an issue that was correctly disclosed in the listing
• The buyer has been actioned under our Abusive buyer policy
• The buyer requested a change to an order after they’d paid

You can request a Call Back using this link:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

8am to 10pm on weekdays and
9am to 6pm on weekends

Best to try first thing in the morning so that you get someone from the team in Ireland who are more knowledgeable and have greater authority. 

[style.1900.originals]

Thank you so much for your reply. I have actually called someone at ebay, who turned out to be reasonably near to me, so very down to earth and helpful. 

She did use the feedback policy to remove it as they mentioned  'no postage' in the feedback, and my listing clearly stated that this standard lamp was a collection only, so the feedback not valid, so due to be removed any time now.

But, your reply much appreciated, thank you.