|
 |
| | | Author: | stanislaw  | | Posted: | Jan 4, 2024 13:12 | | Subject: | Store does not give damn about own Terms | | Viewed: | 234 times | | Topic: | Terms and Policies | |
|
| It is extremely rare to bump into a store with the feedback rating over 5000,
yet totally clueless about own policies. One would think, maybe a store has changed
ownership, with the new seller being completely new into business.
I really wonder how to best handle the situation of a store persistently and
rudely disregarding own terms & conditions. What would you do? Consider the following
conversation, for me it was one-in-15-years experience on BrickLink:
Buyer: Hello, thank you for your invoice.
But I don't understand the shipping price. According to your shipping policy,
for European countries up to 170g it should be 12 Euros, I was charged 14 Euros.
I also researched [Postoffice Website], it says registered maxi letter with weight
up to 250g costs 11,90 for Zone II. So I really don't understand.
Seller: Hi, Do you wish to cancel whole order?
Buyer: I was carefully collecting my order and I don't wish to cancel
it. There is no need to be confrontational. I see you are a serious store with
a long record, I asked for an explanation. Maybe you didn't explain well
something in your store policy.
In most cases BrickLink stores are shipping at a cost of the postal service and
I see that in [Postoffice Website] the price for registered maxi letter up to
250g is 12 Euros for Zone II. Your shipping policy also says 12 Euro for European
countries. That is all.
Seller: Hi Serbia is not our EU shipping list goes under NON EU shipping
list and price table. Do you wish to cancel it or no. Shipping stays at 14
Buyer: Every store has a right to make own price table and to put Serbia
under NON EU shipping list. Customers can not discuss price table.
But the problem is, you don't respect your own price table shown under Store
Terms and Conditions. Your price table says 12.00 for European countries, not
for EU countries. As an example, price table of [Postoffice Website] shows Belarus
and Russia in Zone I, so European country definitively does not mean EU.
If there is an error in the price table of your shop, you should correct it,
but you should refund me for the charge difference.
If it is difficult for you to explain in English, you can also use your language,
I can use internet tools to translate.
If you are not store owner yourself, please show my complaint to the store owner.
-------------------------
If was like WTF, these guys exist on BrickLink since 2018 and talk like this,
the store feedback is lightly deteriorating, but still respectable. Any thoughts?
|
|
|
| | | | | |
| | | | | Author: | BrixAhoy | | Posted: | Jan 4, 2024 13:14 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 72 times | | Topic: | Terms and Policies | |
|
| The buyer talks to much and is indecisive the seller appears confident and certainly
has leadership abilities. I would say the buyer is in the wrong here/
|
|
| | | | | | | | | |
| | | | | | | Author: | stanislaw | | Posted: | Jan 4, 2024 13:21 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 76 times | | Topic: | Terms and Policies | |
|
| In Terms and Policies, BrixAhoy writes:
| | The buyer talks to much and is indecisive the seller appears confident and certainly
has leadership abilities. I would say the buyer is in the wrong here/
|
Hi, thanks for the piece of mind. I am the talky buyer who complains too much
to a charismatic business leader about disregard of store terms & consitions.
Is it acceptable business practice in your country, you write something in store
terms, when a customers asks about respecting it, you just put it like that -
forget about it kid, shut up & don't waste my time?
|
|
| | | | | | | | | | | | | |
| | | | | | | | | Author: | Adjour | | Posted: | Jan 4, 2024 15:37 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 77 times | | Topic: | Terms and Policies | |
|
| In Terms and Policies, stanislaw writes:
| | In Terms and Policies, BrixAhoy writes:
| | The buyer talks to much and is indecisive the seller appears confident and certainly
has leadership abilities. I would say the buyer is in the wrong here/
|
Hi, thanks for the piece of mind. I am the talky buyer who complains too much
to a charismatic business leader about disregard of store terms & consitions.
Is it acceptable business practice in your country, you write something in store
terms, when a customers asks about respecting it, you just put it like that -
forget about it kid, shut up & don't waste my time?
|
This clearly, very clearly is just a translation problem between you guys. I
personally would just eat the $2 and never shop there again. I don't think
they were rude by asking if you want to cancel. Perhaps some grass touching is
in order IMO
Crystal
|
|
|
| | | | | | | | | | | | | | | | | |
| | | | | | | | | | | Author: | rylie_aitch | | Posted: | Jan 4, 2024 15:41 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 67 times | | Topic: | Terms and Policies | |
|
| In Terms and Policies, Adjour writes:
| | In Terms and Policies, stanislaw writes:
| | In Terms and Policies, BrixAhoy writes:
| | The buyer talks to much and is indecisive the seller appears confident and certainly
has leadership abilities. I would say the buyer is in the wrong here/
|
Hi, thanks for the piece of mind. I am the talky buyer who complains too much
to a charismatic business leader about disregard of store terms & consitions.
Is it acceptable business practice in your country, you write something in store
terms, when a customers asks about respecting it, you just put it like that -
forget about it kid, shut up & don't waste my time?
|
This clearly, very clearly is just a translation problem between you guys. I
personally would just eat the $2 and never shop there again. I don't think
they were rude by asking if you want to cancel. Perhaps some grass touching is
in order IMO
Crystal
|
+1
|
|
|
| | | | | | | | | |
| | | | | | | Author: | peregrinator | | Posted: | Jan 4, 2024 13:39 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 73 times | | Topic: | Terms and Policies | |
|
| In Terms and Policies, BrixAhoy writes:
| | The buyer talks to much and is indecisive the seller appears confident and certainly
has leadership abilities. I would say the buyer is in the wrong here/
|
Hmmm, no, I don't think so, the buyer is simply asking why the seller doesn't
adhere to his or her own terms. At the very least the seller could say something
like "Sorry, by 'European' I meant EU, I will change this so there's
no confusion. Thank you for pointing this out to me. I can't ship to Serbia
for 12 euro, but here is a 5% coupon for my store to express my appreciation."
|
|
| | | | | |
| | | | | Author: | ArcherBricks | | Posted: | Jan 4, 2024 13:18 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 64 times | | Topic: | Terms and Policies | |
|
| In Terms and Policies, stanislaw writes:
| | It is extremely rare to bump into a store with the feedback rating over 5000,
yet totally clueless about own policies. One would think, maybe a store has changed
ownership, with the new seller being completely new into business.
I really wonder how to best handle the situation of a store persistently and
rudely disregarding own terms & conditions. What would you do? Consider the following
conversation, for me it was one-in-15-years experience on BrickLink:
Buyer: Hello, thank you for your invoice.
But I don't understand the shipping price. According to your shipping policy,
for European countries up to 170g it should be 12 Euros, I was charged 14 Euros.
I also researched [Postoffice Website], it says registered maxi letter with weight
up to 250g costs 11,90 for Zone II. So I really don't understand.
Seller: Hi, Do you wish to cancel whole order?
Buyer: I was carefully collecting my order and I don't wish to cancel
it. There is no need to be confrontational. I see you are a serious store with
a long record, I asked for an explanation. Maybe you didn't explain well
something in your store policy.
In most cases BrickLink stores are shipping at a cost of the postal service and
I see that in [Postoffice Website] the price for registered maxi letter up to
250g is 12 Euros for Zone II. Your shipping policy also says 12 Euro for European
countries. That is all.
Seller: Hi Serbia is not our EU shipping list goes under NON EU shipping
list and price table. Do you wish to cancel it or no. Shipping stays at 14
Buyer: Every store has a right to make own price table and to put Serbia
under NON EU shipping list. Customers can not discuss price table.
But the problem is, you don't respect your own price table shown under Store
Terms and Conditions. Your price table says 12.00 for European countries, not
for EU countries. As an example, price table of [Postoffice Website] shows Belarus
and Russia in Zone I, so European country definitively does not mean EU.
If there is an error in the price table of your shop, you should correct it,
but you should refund me for the charge difference.
If it is difficult for you to explain in English, you can also use your language,
I can use internet tools to translate.
If you are not store owner yourself, please show my complaint to the store owner.
-------------------------
If was like WTF, these guys exist on BrickLink since 2018 and talk like this,
the store feedback is lightly deteriorating, but still respectable. Any thoughts?
|
hmm sounds like some understanding was lost in translation. But I do feel "WTF"
is a bit of an overreaction in light of this situation.
|
|
|
| | | | | | | | | |
| | | | | | | Author: | stanislaw | | Posted: | Jan 4, 2024 13:24 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 60 times | | Topic: | Terms and Policies | |
|
| Hi ArcherBricks,
Yeah, I think you're on the point. Some backup stuff is possibly handling
the orders during the holiday season, so the things get lost in translation.
Wording like WTF should certainly be avoided, but I wonder if you would tolerate
this kind of customer service in your own store...
|
|
| | | | | | | | | | | | | |
| | | | | | | | | Author: | ArcherBricks | | Posted: | Jan 4, 2024 13:29 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 57 times | | Topic: | Terms and Policies | |
|
| | |
Yeah, I think you're on the point. Some backup stuff is possibly handling
the orders during the holiday season, so the things get lost in translation.
Wording like WTF should certainly be avoided, but I wonder if you would tolerate
this kind of customer service in your own store...I can understand the frustration
|
I understand the frustration you are feeling and definitely think the seller
could have handled the situation with more care.
|
|
| | | | | | | | | | | | | |
| | | | | | | | | Author: | yoavheskia | | Posted: | Jan 4, 2024 13:39 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 56 times | | Topic: | Terms and Policies | |
|
| In Terms and Policies, stanislaw writes:
| | Hi ArcherBricks,
Yeah, I think you're on the point. Some backup stuff is possibly handling
the orders during the holiday season, so the things get lost in translation.
Wording like WTF should certainly be avoided, but I wonder if you would tolerate
this kind of customer service in your own store...
|
I would pay the extra 2 euros if I were you, but you are totally right, this
is annoying
|
|
| | | | | | | | | | | | | | | | | |
| | | | | | | | | | | Author: | stanislaw | | Posted: | Jan 4, 2024 13:49 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 66 times | | Topic: | Terms and Policies | |
|
| | | I would pay the extra 2 euros if I were you, but you are totally right, this
is annoying
|
Yeah, I already did pay 2 euros extra, the seller was threatening to pull the
trigger and cancel the order. So it is better to pay and discuss later, when
the grown-ups come back into house.
Besides, I would never ever expect any seller to do me a shipping at a loss,
just because he made a pricelist mistake. So I first researched his postal service
website and established that the letter costs him 11.90, store terms ask for
12 but he wants 14 from me.
Now that's annoying part, I am politely saying that I feel a needless rip-off,
but he might seem unable to explain anything more effectively in english...
|
|
| | | | | | | | | | | | | | | | | | | | | |
| | | | | | | | | | | | | Author: | WhiteHorseMatt | | Posted: | Jan 4, 2024 14:30 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 67 times | | Topic: | Terms and Policies | |
|
| In Terms and Policies, stanislaw writes:
| | | | I would pay the extra 2 euros if I were you, but you are totally right, this
is annoying
|
Yeah, I already did pay 2 euros extra, the seller was threatening to pull the
trigger and cancel the order. So it is better to pay and discuss later, when
the grown-ups come back into house.
Besides, I would never ever expect any seller to do me a shipping at a loss,
just because he made a pricelist mistake. So I first researched his postal service
website and established that the letter costs him 11.90, store terms ask for
12 but he wants 14 from me.
Now that's annoying part, I am politely saying that I feel a needless rip-off,
but he might seem unable to explain anything more effectively in english...
|
If you are complaining about paying any more than 12 euro, don't forget if
you are paying by Stripe the seller will be getting less than 11.50 of that,
and will still have to buy a box and other packing materials. It's not just
the cost of the stamps/post office charge that's incurred in getting the
parcel to you.
|
|
|
| | | | | |
| | | | | Author: | yorbrick | | Posted: | Jan 4, 2024 13:45 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 68 times | | Topic: | Terms and Policies | |
|
| | |
Buyer: Hello, thank you for your invoice.
But I don't understand the shipping price. According to your shipping policy,
for European countries up to 170g it should be 12 Euros, I was charged 14 Euros.
I also researched [Postoffice Website], it says registered maxi letter with weight
up to 250g costs 11,90 for Zone II. So I really don't understand.
|
There is more to postage and packing costs than the cost of postage. Sellers
will often add in the PayPal fixed costs and the costs of packaging into the
postage price. You expecting that for 10c is probably why the seller is not budging
on price.
|
|
| | | | | | | | | |
| | | | | | | Author: | stanislaw | | Posted: | Jan 4, 2024 14:02 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 84 times | | Topic: | Terms and Policies | |
|
| In Terms and Policies, yorbrick writes:
| | There is more to postage and packing costs than the cost of postage. Sellers
will often add in the PayPal fixed costs and the costs of packaging into the
postage price. You expecting that for 10c is probably why the seller is not budging
on price.
|
Absolutely, packing costs and payment transaction fees are definitely a legit
factor. They depend on local customs. In continental Europe, the packing fee
is more of an exception than a rule and never exceeds symbolical 1 euro.
This particular store does not charge any PayPal nor Stripe fees, but customers
are kindly asked to pay via Stripe whenever possible, as it works better for
the store.
So I paid via Stripe and was welcomed with threats when it came to postage.
I mean, milion stores would certainly charge those extra 2 euros anyway, simply
due to PayPal, but that is absolutely always to be defined in store terms.
It is baffling if the account is present on BL since 2018, PayPal fee is not
in the calculus here, postage is augmented by hidden charges and the explanation
is totaly senseless - they claim undocumented charge to be due to delivery outside
of EU - however their country's postal service definitely does not distinguish
postage based on EU criterion - which I checked before complaining about anything.
As someone mentioned - the store might be on a backup workforce being unable
to give reasonable explanation, so some patience is needed before the grown-ups
are back in the house...
|
|
|
| | | | | | | | | | | | | |
| | | | | | | | | Author: | yorbrick | | Posted: | Jan 4, 2024 16:39 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 73 times | | Topic: | Terms and Policies | |
|
| | | Absolutely, packing costs and payment transaction fees are definitely a legit
factor. They depend on local customs. In continental Europe, the packing fee
is more of an exception than a rule and never exceeds symbolical 1 euro.
|
Really? I used to regularly buy on ebay and sometimes here from France, Germany
and The Netherlands (before Brexit and VAT on imported goods) and there was nearly
always a charge for the packaging, often more than 1 Euro. But if the goods price
was low enough and they were buying decent packaging materials I was happy enough
to pay it as I prefer to receive the items in good condition rather than them
going as cheap as possible and using thin boxes or no padding/protection.
|
|
| | | | | |
| | | | | Author: | infinibrix | | Posted: | Jan 4, 2024 23:13 | | Subject: | Re: Store does not give damn about own Terms | | Viewed: | 63 times | | Topic: | Terms and Policies | |
|
| In Terms and Policies, stanislaw writes:
| | It is extremely rare to bump into a store with the feedback rating over 5000,
yet totally clueless about own policies. One would think, maybe a store has changed
ownership, with the new seller being completely new into business.
I really wonder how to best handle the situation of a store persistently and
rudely disregarding own terms & conditions. What would you do? Consider the following
conversation, for me it was one-in-15-years experience on BrickLink:
Buyer: Hello, thank you for your invoice.
But I don't understand the shipping price. According to your shipping policy,
for European countries up to 170g it should be 12 Euros, I was charged 14 Euros.
I also researched [Postoffice Website], it says registered maxi letter with weight
up to 250g costs 11,90 for Zone II. So I really don't understand.
Seller: Hi, Do you wish to cancel whole order?
Buyer: I was carefully collecting my order and I don't wish to cancel
it. There is no need to be confrontational. I see you are a serious store with
a long record, I asked for an explanation. Maybe you didn't explain well
something in your store policy.
In most cases BrickLink stores are shipping at a cost of the postal service and
I see that in [Postoffice Website] the price for registered maxi letter up to
250g is 12 Euros for Zone II. Your shipping policy also says 12 Euro for European
countries. That is all.
Seller: Hi Serbia is not our EU shipping list goes under NON EU shipping
list and price table. Do you wish to cancel it or no. Shipping stays at 14
Buyer: Every store has a right to make own price table and to put Serbia
under NON EU shipping list. Customers can not discuss price table.
But the problem is, you don't respect your own price table shown under Store
Terms and Conditions. Your price table says 12.00 for European countries, not
for EU countries. As an example, price table of [Postoffice Website] shows Belarus
and Russia in Zone I, so European country definitively does not mean EU.
If there is an error in the price table of your shop, you should correct it,
but you should refund me for the charge difference.
If it is difficult for you to explain in English, you can also use your language,
I can use internet tools to translate.
If you are not store owner yourself, please show my complaint to the store owner.
-------------------------
If was like WTF, these guys exist on BrickLink since 2018 and talk like this,
the store feedback is lightly deteriorating, but still respectable. Any thoughts?
|
The seller certainly lacks care as they appear to skirt around your initial query
with a somewhat unhelpful couple of responses the first of which is just a lazy
single sentence response and the second of which is actually quite abrupt and
rude!
Sadly what I think you sometimes find here is that many a Bricklink seller ends
up going straight from school to setting up a Lego business from their bedroom
without any previous experience of being in a proper business work environment
where basic customer service skills are fully learnt and understood. Granted
many of these young start ups go on to trade successfully on Bricklink for many
years never needing to be taught these basic skills as they already fully get
the simple principle of treating people the same way they themselves would expect
to be treated but others think customer service can simply be shaped and molded
to their own way of thinking and a lot of those types would benefit from stepping
outside of their bedroom and into the real world!
The only thing I would say is that the communication and responses from the seller
may have gone better with keeping your initial shipping charge query brief and
to the point. Avoid calling them out over what the post site says and leave the
seller to do all the talking/explaining because if you show yourself to be less
forceful/demanding from the start the seller is much more likely to be helpful
and receptive towards you, If you go in head on you only risk getting a sellers
back up which is never a good starting point!
Either way as your communication has continued on you have become ever more demanding
and the seller less and less receptive!
Sorry but in truth I think neither party has conducted themselves particularly
well here!
|
|
|
|
|
|
Serbia, Sremski okrug
USA, Florida
Israel, Mehoz Tel Aviv
United Kingdom, England
