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| | | Author: | TorontoLego  | | Posted: | May 24, 2023 15:27 | | Subject: | In 15 years - this customer is the worst ever | | Viewed: | 392 times | | Topic: | Problem Order | |
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| This buyer https://www.bricklink.com/feedback.asp?u=Bricktastic.
placed two order with my store
The first one, for a $50.00 figure, they complained that the shipping charge
(I invoiced shipping with insurance and tracking) was too high.
I reinvoiced with $1.95 shipping (less than my minimum shipping charge) and offered
to send it with insurance and tracking and to absorb the additional cost.
After a week of no contact, I canceled the order. I obviously should have filed
an NPB - it would not have been their first.
The second order was for a $17.00 figure. After it arrived they complained that
the head has a scratch. I offered a full refund if they return the figure.
They refused and gave me 6 hrs to send them $13.00, but will not return the figure.
It has been at least 10 years since I have suggested stoplisting anyone on this
site -- but this is one of those times.
Save yourself the trouble and get out of the way of this train wreck.
I have forwarded everything to BL customer service and hope they will remove
his feedback and consider banning this problem customer.
Thanks,
Mike
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| | | | | Author: | yorbrick | | Posted: | May 24, 2023 15:41 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 119 times | | Topic: | Problem Order | |
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| If they are demanding a payment without returning it, you might be able to get
it removed under the feedback extortion rules. You can but try.
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| | | | | | | Author: | maxx3001 | | Posted: | May 24, 2023 16:02 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 118 times | | Topic: | Problem Order | |
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| In Problem Order, yorbrick writes:
| | If they are demanding a payment without returning it, you might be able to get
it removed under the feedback extortion rules. You can but try.
|
Hmm, looking at Toronto’s negs and neutrals, I would give the buyer a little
more leeway.
Having a neutral or negative every 100 orders isn’t the best seller.
Not saying the buyer did nothing wrong, but…
My two cents,
Maxx
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| | | | | | | | | Author: | TorontoLego | | Posted: | May 24, 2023 16:14 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 118 times | | Topic: | Problem Order | |
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| Thanks Maxx
I have certainly had a bunch of problem orders -- especially in a few concentrated
periods of time, and almost always due to my own personal failings. I struggle
with ADHD which is an enormous super-power in some aspects of this job (sorting,
storage systems and order processing) and also an enormous challenge to in the
"last mile" of a lot of critically important tasks.
As an illustrative example: picking and packing orders in record time and then
walking by them for days, fighting with myself to take them to the post office.
That will sound crazy to most people, but I'm sure there are some of you
who either find that familiar in your own life, or in someone you care about.
I'm working hard to put in place procedures and back-ups with support from
family and staff to safety-play my own significant issues.
This -- was not one of those.
Mike
(I remember a time Maxx when you were ill and unable to respond or pay for an
order -- I hope you're all better)
and have trIn Problem Order, maxx3001 writes:
| | In Problem Order, yorbrick writes:
| | If they are demanding a payment without returning it, you might be able to get
it removed under the feedback extortion rules. You can but try.
|
Hmm, looking at Toronto’s negs and neutrals, I would give the buyer a little
more leeway.
Having a neutral or negative every 100 orders isn’t the best seller.
Not saying the buyer did nothing wrong, but…
My two cents,
Maxx
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| | | | | | | | | | | Author: | maxx3001 | | Posted: | May 25, 2023 01:33 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 82 times | | Topic: | Problem Order | |
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| In Problem Order, TorontoLego writes:
| | Thanks Maxx
I have certainly had a bunch of problem orders -- especially in a few concentrated
periods of time, and almost always due to my own personal failings. I struggle
with ADHD which is an enormous super-power in some aspects of this job (sorting,
storage systems and order processing) and also an enormous challenge to in the
"last mile" of a lot of critically important tasks.
As an illustrative example: picking and packing orders in record time and then
walking by them for days, fighting with myself to take them to the post office.
That will sound crazy to most people, but I'm sure there are some of you
who either find that familiar in your own life, or in someone you care about.
I'm working hard to put in place procedures and back-ups with support from
family and staff to safety-play my own significant issues.
This -- was not one of those.
Mike
(I remember a time Maxx when you were ill and unable to respond or pay for an
order -- I hope you're all better)
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Thank you Mike, yes, I am better from that luckily.
But I do understand your ADHD problems, your superpower and your weakness.
The trick is to not let your buyers be hurt by that, great to hear you are implementing
backup support.
When I have trouble with my depression, I close my shop, or when I get to much
orders at ones, I close my shop.
I don’t have backup support anymore since my divorce.
About the original story/question, it is ofcourse not nice for a buyer to not
respond.
So as you say, the first order should have gone to a npb.
But, their request on the second order isn’t that weird, yours isn’t either of
wanting the minifig back.
Why did you both not try and meet in the middle, him keeping the fig and you
refunding say $6.50?
It sounds like you both quickly escalated to war?
You as the seller should try and de-escalate the situation and see if you can
come to an agreement.
Maybe this was a situation where your backup should have stepped in?
Or, you simply could never have won with this buyer, some people can never be
helped.
Glad to hear you are taking precautions, sometimes chips just happens.
Good luck,
Maxx
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and have trIn Problem Order, maxx3001 writes:
| | In Problem Order, yorbrick writes:
| | If they are demanding a payment without returning it, you might be able to get
it removed under the feedback extortion rules. You can but try.
|
Hmm, looking at Toronto’s negs and neutrals, I would give the buyer a little
more leeway.
Having a neutral or negative every 100 orders isn’t the best seller.
Not saying the buyer did nothing wrong, but…
My two cents,
Maxx
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| | | | | Author: | crazylegoman | | Posted: | May 24, 2023 17:07 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 95 times | | Topic: | Problem Order | |
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| If anyone is going to put this member on his stop list, make sure you use the
member name "Bricktastic." (with a period at the end) and not bricktastic
(no period.) Those members currently have the same total feedback score, and
that 1 tiny character is the only difference between their user names.
David
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| | | | | | | Author: | yorbrick | | Posted: | May 24, 2023 17:12 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 106 times | | Topic: | Problem Order | |
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| In Problem Order, crazylegoman writes:
| | If anyone is going to put this member on his stop list, make sure you use the
member name "Bricktastic." (with a period at the end) and not bricktastic
(no period.) Those members currently have the same total feedback score, and
that 1 tiny character is the only difference between their user names.
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What a coincidence. Although the other one seems to be rather dormant.
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| | | | | Author: | Sadler_Bricks | | Posted: | May 25, 2023 01:06 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 67 times | | Topic: | Problem Order | |
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| Ohmy doesn't seem like a fun experience
Sadler_Bricks
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| | | | | Author: | SezaR | | Posted: | May 25, 2023 02:15 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 104 times | | Topic: | Problem Order | |
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| Hi Mike,
I think there are few things you could have done differently.
1) you did not enable the quote feature on Bricklink. If the customer could submit
a quote request through the system and know the total (shipping and HST), he
could decide to order before submitting his order. I am not sure why you don't
use this feature.
At the same time, if a customer does not submit a quote and directly orders,
he can no longer complain about shipping costs and taxes.
2) If the customer does not pay for an order, I would certainly file an NPB and
complete it, unless if he request me to cancel it. In that case, I write him
that he had to submit a quote request and that I would cancel the order only
if he leaves a positive feedback.
Once an NPB is completed, I stoplist that buyer too.
3) I don't offer to cover or reduce shipping costs unless if I had some previous
business with the buyer. You were generous here but I don't think this can
help. It may give an impression that you are a desperate seller. Others may have
a different opinion than me.
If you had done these two things, I think it would not have come to this point.
Just my 2 cents 
Reza
In Problem Order, TorontoLego writes:
| | This buyer https://www.bricklink.com/feedback.asp?u=Bricktastic.
placed two order with my store
The first one, for a $50.00 figure, they complained that the shipping charge
(I invoiced shipping with insurance and tracking) was too high.
I reinvoiced with $1.95 shipping (less than my minimum shipping charge) and offered
to send it with insurance and tracking and to absorb the additional cost.
After a week of no contact, I canceled the order. I obviously should have filed
an NPB - it would not have been their first.
The second order was for a $17.00 figure. After it arrived they complained that
the head has a scratch. I offered a full refund if they return the figure.
They refused and gave me 6 hrs to send them $13.00, but will not return the figure.
It has been at least 10 years since I have suggested stoplisting anyone on this
site -- but this is one of those times.
Save yourself the trouble and get out of the way of this train wreck.
I have forwarded everything to BL customer service and hope they will remove
his feedback and consider banning this problem customer.
Thanks,
Mike
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| | | | | | | Author: | TorontoLego | | Posted: | May 25, 2023 14:36 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 107 times | | Topic: | Problem Order | |
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| In Problem Order, SezaR writes:
| | Hi Mike,
I think there are few things you could have done differently.
1) you did not enable the quote feature on Bricklink. If the customer could submit
a quote request through the system and know the total (shipping and HST), he
could decide to order before submitting his order. I am not sure why you don't
use this feature.
At the same time, if a customer does not submit a quote and directly orders,
he can no longer complain about shipping costs and taxes.
|
Quote system is in place, customer chose to not use it
| | 2) If the customer does not pay for an order, I would certainly file an NPB and
complete it, unless if he request me to cancel it. In that case, I write him
that he had to submit a quote request and that I would cancel the order only
if he leaves a positive feedback.
Once an NPB is completed, I stoplist that buyer too.
|
Fair, and normally my process -- I was indeed generous, and it left a bad
taste... the next customer will bear the brunt of this one's egregious behaviour.
| | 3) I don't offer to cover or reduce shipping costs unless if I had some previous
business with the buyer. You were generous here but I don't think this can
help. It may give an impression that you are a desperate seller. Others may have
a different opinion than me.
If you had done these two things, I think it would not have come to this point.
Just my 2 cents
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It was worth at least a toonie!
Again -- I rarely do this -- it was a pricey figure and was happy to
sell it for the listed price.
| | In Problem Order, TorontoLego writes:
| | This buyer https://www.bricklink.com/feedback.asp?u=Bricktastic.
placed two order with my store
The first one, for a $50.00 figure, they complained that the shipping charge
(I invoiced shipping with insurance and tracking) was too high.
I reinvoiced with $1.95 shipping (less than my minimum shipping charge) and offered
to send it with insurance and tracking and to absorb the additional cost.
After a week of no contact, I canceled the order. I obviously should have filed
an NPB - it would not have been their first.
The second order was for a $17.00 figure. After it arrived they complained that
the head has a scratch. I offered a full refund if they return the figure.
They refused and gave me 6 hrs to send them $13.00, but will not return the figure.
It has been at least 10 years since I have suggested stoplisting anyone on this
site -- but this is one of those times.
Save yourself the trouble and get out of the way of this train wreck.
I have forwarded everything to BL customer service and hope they will remove
his feedback and consider banning this problem customer.
Thanks,
Mike
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| | | | | | | | | Author: | SezaR | | Posted: | May 25, 2023 17:08 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 63 times | | Topic: | Problem Order | |
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| In Problem Order, TorontoLego writes:
| | In Problem Order, SezaR writes:
| | Hi Mike,
I think there are few things you could have done differently.
1) you did not enable the quote feature on Bricklink. If the customer could submit
a quote request through the system and know the total (shipping and HST), he
could decide to order before submitting his order. I am not sure why you don't
use this feature.
At the same time, if a customer does not submit a quote and directly orders,
he can no longer complain about shipping costs and taxes.
|
Quote system is in place, customer chose to not use it
|
Are you talking about the quote feature that a seller can enable? See
https://www.bricklink.com/help.asp?helpID=2437
I again checked your store and went though the checkout. There is no "Request
a quote" button. See attached. The first one is a screen shot of your store
where I did not see any "Request a quote", and the second one is a screen
shot of the link above.
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| | | | | | | | | | | Author: | UTLF | | Posted: | May 25, 2023 17:22 | | Subject: | (Cancelled) | | Viewed: | 74 times | | Topic: | Problem Order | |
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| | (Cancelled) |
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| | | | | | | | | | | | | Author: | SezaR | | Posted: | May 25, 2023 17:43 | | Subject: | Re: In 15 years - this customer is the worst ever | | Viewed: | 149 times | | Topic: | Problem Order | |
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| In Problem Order, UTLF writes:
| | The store has 2 shipping options enabled, the one you're looking at is for
in-person pickup - click the other one that says "please send me an invoice"
and the shipping quote option comes up...
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Right
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| | | | | Author: | BrickDeals | | Posted: | May 26, 2023 16:33 | | Subject: | (Cancelled) | | Viewed: | 25 times | | Topic: | Problem Order | |
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| | (Cancelled) |
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Canada, Ontario
)
)
United Kingdom, England
Netherlands, Utrecht
USA, Indiana
)
)
