Tag Archives: complaint

An eBay story

We had someone write to us this morning asking if we knew where his coins were.

Ordered 1st April, enquired on 14th, so he was patient.

It took me fifteen minutes to cross-reference and check his order. According to the Royal Mail site we posted the package on the 2nd April and it was delivered on 3rd – signed for by someone called Cooper, which was not the customer’s name.

I told him that, provided him with the tracking code and twenty minutes later he was back on apologising – seems the parcel was taken in by the post room (he had it sent to work) and they hadn’t told him.

Job done, fifteen minutes wasted.

After that I did parcels, then put up some postcards for sale.

Not very exciting, but demanding enough to prevent me to thinking about more interesting things.

Picturegoer Postcards

Picturegoer Postcards

A Short Note on Difficult Customers -Part II – and a Case of Really Bad Packing

We settled the complaint. The boss offered him 100 extra coins and that seems to have done the trick. This was pretty much what we had expected.

During the discussion it became clear that the customer didn’t have a great deal of coin knowledge and had ordered the wrong thing.

You have to take this sort of thing philosophically…

Meanwhile, having secured a new item for my collection, at a cost of £27 plus £2 P&P I have a new low to report in packaging. The item is a watch fob and is just over an inch high. It was delivered in a box around six inches square and 3/4 inch deep. It’s an excessively big box for a small item.

Worse than that, the fob was just thrown into the box loose without the benefit of any protection or padding.

Regardless of the fact that it arrived undamaged it doesn’t inspire buyer confidence to see things treated this way.

Ah well, moaning over for now.

A Short Note on Difficult Customers

Sometimes on eBay you run up against an immovable object. With over a thousand items listed for sale at any time we are obviously going to make mistakes. In nine months we’ve sent the wrong item twice and had one complaint about quality. That’s less than quarter of a per cent.

We now have another complaint. With hindsight we should have expected it as the buyer asked for a discount before buying. We politely declined but he ordered anyway. We then had a letter of complaint telling us this was the worst lot he’d ever bought and various other things.

We offered him his money back.

He’s just replied that we’ve missed the point. He doesn’t want to send them back for a refund, he wants to struggle selling them and moan that the charity he sells for will lose money. He’s very keen to tell you he sells for charity.

There’s not much you can do to help some people.

Cynicism prompts me to suggest that his next note will contain a threat about negative feedback and another suggestion about discount. After all, he does sell for charity you know…

While the Cat is away…

It was all going so well…

I dropped Julia off at work, parked right outside the shop, found all the stock for eBay parcels on my first attempt and had everything ready for the post by the time Eddie turned up. The Boss was at the York Coin Fair today so I was then able to relax.

I wrote a reply to an email that had arrived overnight, and then kept my fingers crossed.  Then I wrote another email, demanding action from someone who was being slow with a parcel.

Finally, I composed a message to KFC in my head. I had to administer a touch of firmness to them earlier in the week after a rather disorganised meal on Sunday. We ordered four things – they were only able to supply one. Not good enough,  I told them.

Their, reasonably quick, reply agreed with me, told me that training would be administered and told me they looked forward to seeing me again soon.

Why would I go back soon after the meal I just had (a very different one from the one we had ordered)? The staff were disorganised, the manager was ranting and the bins were overflowing. And it was not as if they were busy. It was a far cry from the last meal I enjoyed there.

After reading their reply, I was left with the distinct impression that they were taking the mickey.

The last laugh is with me, of course. I will stop eating KFC, will save money, lose weight and, in all probability, be better off without them.

As I was savouring my imaginary victory my mobile rang with the reply from the first email. It was a positive reply, which was good.

I then put some things on eBay, served customers, unwillingly stayed an hour late to serve another customer, went back at 7.00 the see another customer (by arrangement  – he’s a market trader who needed stock but had been unable to get down sooner).

Now, after refreshment, I’m off to pick up Number Two son from work. It’s cheaper than paying for the bus.

 

 

 

One of those days…

It’s been one of those frustrating days again.

Wrote some emails to the hospital. It was difficult to get the tone right – no point being sharp or rude, but I don’t want them to think they can get away with second class service. The trouble is that you edit so much you start chasing your tail.

I’m having an Alice in Wonderland sort of feeling, as the hospital version of my story is subtly, and maddeningly, different from my recollection. (Yes, I could have mentioned Dali or Kafka there, but I would not have had a photograph to use).

Sent the emails and find that neither of the recipients is in the office till the end of the  week. By then I may well be on my third cancelled operation.

Dropped Julia off at an Open Day they were having at Mencap. This involved driving across town and exploring several sets of roadworks. They proved unexciting and rather frustrating.

Then I cut through Sneinton on my way to the pharmacy. The things I’ve ordered hadn’t arrived. Sneinton is an interesting place with lots of history, but, as usual, I ignored that and just moaned about the traffic.

Called at the jeweller, moaned about life.

Went home. Emailed the hospital. Rang hospital. Rang GP. Rang District Nurse service. No District Nurse available to answer phone. Hospital rang me.Got email from hospital.

If it carries on like this they will be inviting me to the NHS Christmas Party.