Hey guys, We sell our cues on amazon and we recently sold to a customer who received their cue and then said we sent the wrong one. They sent back a cue we do not carry. Has this ever happened to anyone before? What did you do? It wasn't even a high quality cue he ordered from us it was one of our mid-range cues but the cue he sent back OBVIOUSLY used and in different packaging than what we have... He just put it into our White Fury Case and then sent it back to us. I can't stand dishonest people. I get we all make mistakes I am the Admiral of making stupid mistakes but this was an obviously dishonest move by someone. I already opened a claim with Amazon against this customer so they are quietly investigating him but meanwhile we aren't sure how to proceed with this customer. Any advice is welcome. What he actually ordered: (search B00EGY45MK on amazon since I can't leave links year) The cue he sent back in the case from above: (again search B001AW4YQS on Amazon)
Not much else you can do. We had a similar situation where we sent out a power cord similar to the ones you see with a laptop. Customer complained that the one we sent was broken, and what we got back was literally burned up and a completely different brand than what we stock. There's not really any way to win as the seller in the my word vs. your word disputes. Customer gives you a bad review if you call them out on it and most likely Amazon will side with them anyway unless they have a history of this sort of behavior.
well we reported them to amazon and amazon is looking to see if they ordered the other product before. and if they did that will really help our case but in our experience amazon usually sides with the shady buyers.
I think that you did the right thing by reporting your situation to Amazon. Beyond that, I don't believe there's too much else you can do. As it's been pointed out, Amazon has a tendency to side with the buyer. Understandably enough, I guess. But it's still super lame when something like this happens and sellers are left with little to no recourse.
Yeah. It is extremely frustrating. We just had a case where we had a buyer who lives in Venezuela but has everything shipped to his friend's in Florida. then his friend ships it to Venzuela. Amazon is giving us a chargeback for that purchase even though the tracking number shows as delivered to Florida. Why? Because there was no signature confirmation. Not to mention he filed the claim 2 months after the items were delivered/ordered. But funny story. Another A-Z claim was filed on a less expensive product. Same tracking issue except it was the customer's residence. Amazon funded their refund. I don't understand why they do it for some and not the other. And then they claim they charge so much for Seller fees to "cover issues like this" Well that's obviously complete and utter BS.
Yeah, that DOES seem frustrating. Have you tried talking about this on the Amazon Seller Central forums? I spend a good bit of time over there; I think there'd be quite a few folks who might be able to help you out. Here's a link: https://sellercentral.amazon.com/forums/category.jspa?categoryID=2&ref_=xx_sfctg2np_cont_sforums
Thanks. The customer actually placed another order again. (hahahaha) and we called Amazon first and so we have all the documentation we need this time around if they try to pull the same thing again. Amazon ended up not honoring their claim request.
You've got to report the buyers for sure—I don't think Amazon can do much on one-off situations unfortunately, but if they're 'repeat offenders' hopefully they'll get suspended. Best of luck!
Yeah some buyers are SO SHADY! they always accuse the sellers of being shady but we are just trying to run an honest business. and news flash. We aren't USPS or FedEx but the packages have insurance for a REASON. i swear people are useless sometimes. Although I will say this. There was a completely unfair situation where we give a free gift of a cuetec glove with our cues. Well a customer sent them back because they weren't perfect. Well they ended up being perfect and he had just used them heavily for a tournament and wanted to return them; We are not best buy or wal mart. nice try. but we were out of cuetec gloves so we sent a predator glove instead. it's the free freaking gift! and because the item was "materially different" they seller funded his return. BUT when I called and was pissed and kept escalating my call I brought up a past situation where the person had us ship something to a shipping company because he's too cheap to have it sent directly to Venezuela and they lost it and he was holding us responsible even though it was delivered. They ended up going back and refunding us the whole amount (A $400 order) and the original order I called about was a $139 order. It just depends on who you talk to. But I DO hate that in A-Z claims your first email comes from Muhammad, the second comes from Jenny, the third one comes from Vishnu, the fourth comes from Jesus, and then the Fifth comes from Mike. I mean it's rather obvious my claim has traveled to more countries than I HAVE!