Discussion Forum: Thread 309013 |
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| | Author: | Xina | Posted: | Sep 7, 2021 14:59 | Subject: | Need Advice On Troublesome Order | Viewed: | 115 times | Topic: | Problem Order | |
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| Greetings!
I could use some advice on how to handle an order that has problems.
I placed a large order with many lots and a lot average well above what the store
required. When it came in, there were items missing, as well as similar but
incorrect items. If it was just a couple of items or a few cents in parts, I
wouldn't have minded.
I had someone double-check my inventory of the order to make sure I didn't
make a mistake, then sent a message through Bricklink to the seller. I listed
the missing or incorrect items.
I also mentioned some acceptable part substitutions in case the parts I ordered
weren't available. I figured everybody gets their inventory off sometimes,
no big deal. Maybe some alternates would be helpful. I'd also be happy
with a refund on the value of missing/wrong parts.
There was no answer. After a week, I sent another message asking for an update.
Then another. The messages haven't been read.
I reviewed the seller's feedback for the last two months and noticed a handful
of complaints with the exact same issue. Missing parts, wrong parts, and zero
communication from the seller. More than one buyer said their messages weren't
read, and one mentioned their messages were deleted without having been read.
What is a fair way to handle this?
How long do I give the seller to respond, given the circumstances and similar
complaints?
If the issue isn't resolved in some way, do I give them negative feedback
or "Report Problem" with the missing parts category? I really hate giving negative
feedback, but it seems fair that other buyers know what they're getting into.
I've never had a problem with a seller before, so I'm not sure how to
proceed.
Thanks for your advice!
(PS: In case anyone is curious about Ida, it's a good thought. This started
before the hurricane appeared in the gulf. We were out of power for a week and
the city's still a mess, but we're okay. The seller is far inland.)
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| | | | Author: | Brickitty | Posted: | Sep 7, 2021 15:38 | Subject: | Re: Need Advice On Troublesome Order | Viewed: | 56 times | Topic: | Problem Order | |
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| Hi!
I'm sorry you're having to deal with this. The seller sounds irresponsible
and avoidant at best, and there's no excuse for their behavior.
Bricklink has a help page for this: https://www.bricklink.com/help.asp?helpID=2087
The few times this has happened to me (mostly on eBay, not BL), I waited about
as long as you have -- 10 days, give or take, since my first message --
then I filed a PayPal dispute and a Non-Shipping Seller alert (if the transaction
occurred on Bricklink) simultaneously. In most cases, this gets the irresponsible
seller's attention and they resolve with a refund or replacement parts within
24 hours. In the other few cases, a few on eBay and one with an inactive seller
here, the entire dispute went through without a response from the seller and
I received a refund from PayPal.
-Jordy (Brickitty)
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| | | | | | Author: | Xina | Posted: | Sep 9, 2021 08:02 | Subject: | Re: Need Advice On Troublesome Order | Viewed: | 47 times | Topic: | Problem Order | |
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| Is a Non-Responding Seller or Non-Shipping Seller alert appropriate when only
part of the order is missing and there is no contact?
It sounds from the description like NRS is for when you haven't paid and
they haven't responded, and NSS is for when you have paid and they haven't
responded. Neither seems to fit this situation exactly.
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| | | | | | | | Author: | tons_of_bricks | Posted: | Sep 9, 2021 08:07 | Subject: | Re: Need Advice On Troublesome Order | Viewed: | 25 times | Topic: | Problem Order | |
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| In Problem Order, Xina writes:
| Is a Non-Responding Seller or Non-Shipping Seller alert appropriate when only
part of the order is missing and there is no contact?
It sounds from the description like NRS is for when you haven't paid and
they haven't responded, and NSS is for when you have paid and they haven't
responded. Neither seems to fit this situation exactly.
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An incomplete order is a valid reason for starting an NSS. That should get their
attention.
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| | | | Author: | Brick_Qc | Posted: | Sep 7, 2021 16:27 | Subject: | Re: Need Advice On Troublesome Order | Viewed: | 42 times | Topic: | Problem Order | |
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| In Problem Order, Xina writes:
| Greetings!
I could use some advice on how to handle an order that has problems.
I placed a large order with many lots and a lot average well above what the store
required. When it came in, there were items missing, as well as similar but
incorrect items. If it was just a couple of items or a few cents in parts, I
wouldn't have minded.
I had someone double-check my inventory of the order to make sure I didn't
make a mistake, then sent a message through Bricklink to the seller. I listed
the missing or incorrect items.
I also mentioned some acceptable part substitutions in case the parts I ordered
weren't available. I figured everybody gets their inventory off sometimes,
no big deal. Maybe some alternates would be helpful. I'd also be happy
with a refund on the value of missing/wrong parts.
There was no answer. After a week, I sent another message asking for an update.
Then another. The messages haven't been read.
I reviewed the seller's feedback for the last two months and noticed a handful
of complaints with the exact same issue. Missing parts, wrong parts, and zero
communication from the seller. More than one buyer said their messages weren't
read, and one mentioned their messages were deleted without having been read.
What is a fair way to handle this?
How long do I give the seller to respond, given the circumstances and similar
complaints?
If the issue isn't resolved in some way, do I give them negative feedback
or "Report Problem" with the missing parts category? I really hate giving negative
feedback, but it seems fair that other buyers know what they're getting into.
I've never had a problem with a seller before, so I'm not sure how to
proceed.
Thanks for your advice!
(PS: In case anyone is curious about Ida, it's a good thought. This started
before the hurricane appeared in the gulf. We were out of power for a week and
the city's still a mess, but we're okay. The seller is far inland.)
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If this is a recurring problem , buyers need to start NSS alerts. That will wake
up the seller and if he doesn't, his account will be closed enventually.
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| | | | Author: | zorbanj | Posted: | Sep 9, 2021 08:58 | Subject: | Re: Need Advice On Troublesome Order | Viewed: | 44 times | Topic: | Problem Order | |
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| You got some solid advice so I won't rehash, but I do want to point out that
just because the message you sent shows as unread doesn't mean the seller
hasn't read it via their personal email. BL sends a copy of all messages
I receive to my email and I usually read them there.
In Problem Order, Xina writes:
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There was no answer. After a week, I sent another message asking for an update.
Then another. The messages haven't been read.
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