Customer Left a Neutral, Saying they ordered something from me that I dont sell

[Lauren]

Help? Should I care? This lady seems off her rocker.

So, I woke up today to my very first neutral. I don’t have any negatives. No prior communication, and this was a GSP order.

The neutral:
“Sorry I am a bit disappointed – as the Votive Candle Holders c a HUGE BOWL came”

What I wrote:

 

Hi!

I saw your feedback and I just wanted to double check that you received the right item. Because it was shipped through GSP there is a warehouse that everything goes through and I wonder that it was mixed up? Can you please check the dimensions of the item on the listing with the item you received? I’m happy to contact Ebay if the item you received wasn’t what you purchased.

Thanks for supporting my small business!

Lauren

Their Response (nothing was attached)
Hi there,

I was just wondering if there was some way that what “I wanted to buy from you” – didn’t happen.

I had ordered 2 of little “BELLEEK VOTIVE CANDLE HOLDERS/BASES) …. INSTEAD …… I got sent a much LARGER VERSION of the same pattern/kind of BELLEEK BOWL of some kind (which I have NO USE FOR right now) .

This would ALL have to be carried out however…..THROUGH eBAY.com…….

Therefore, are you still able to sell me the SMALLER VERSION of the BELLEEK VOTIVE CANDLE BASES/HOLDERS – OR – HAVE YOU SOLD THEM TO ANOTHER PERSON … in this little SNaFU…??

LMK, O.K.

Carol

c: RSA
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My response

Hi!

Thank you for your response. I don’t carry balleek, and I only had 1 Partylite votive of this color available. Can you send me a picture of what you received and it’s measurements and a photo of the listing you purchased? I’m wondering if the Global Shipping Program warehouse accidently sent the wrong item.

Thanks!

Lauren

 

——————

 

Thoughts? She hasn’t responded. Do you think I can get Ebay to take it off, or because it doesn’t technically hurt me am I stuck with it? I looked at their profile and they do review a lot of “Balleek” stuff, but I don’t know what that is exactly, and I know I’ve never used the term in a description.

 

Thanks team!

[Lauren]

Also adding, this was a 4 x 4 ” item, so I guess it could be big for a votive, but I don’t know what size would fit in it if it wasn’t a votive. Also, this was before I was taking photos while holding the item, so I didn’t do a great example of showing scale, but I think they think they bought something different?

 

[Jay]

Personally, I’d just move on. A neutral will not harm your store in the least. Sounds like the buyer is just confused.

Anytime we get neutral or negative feedback, we make sure its not a continuing problem we’re doing. Otherwise, customers just have opinions.

[Sharyn]

You could try the eBay chat function or request removal through seller help (https://www.ebay.com/sellerhelp). You can say that the customer expected something that I didn’t offer. Feedback says I sold them “Votive Candle Holders”, but those words were nowhere in my description. Or something like that. You could add “I contacted buyer but they seem to think that I sold them something other than what is in the description.”.

Belleek is a type of china from Ireland.

[Lauren]

Thanks team. Yeah, this was a partylite candle holder. LOL. Def not Belleek. I think I’ll try asking ebay, and then ignore it and add her to my block bidders list.

[Old Dad]

If you can’t get eBay to remove it, at least leave a polite, professional, reply.  It’s not what this buyer thinks but what prospective customers who might see the feedback and your repose will think of you.

[workhorse]

I had someone leave me negative feedback for the wrong item (meaning, something else they bought from someone else). I contacted them and pointed out their mistake.  They said they would correct it, then did not, so I contacted ebay and they removed it.  Annoying.  Definitely banned the person after that– if someone is that disorganized you can’t do business with them.

[Lauren]

Thanks team, I haven’t written my response yet, any thoughts on what to say? I’m thinking something like “Customer stopped responding after trying to find resolution. I’m happy to take any returns within 30 days” but idk if thats too harsh. They never responded to the message I posted here.

 

Thanks!

 

PS: Ebay said it wasn’t removable when I did the feedback thing. Since it’s a neutral I’m not gonna call them over it.

[Antique Frog]

Probably not worth writing a response- after a dozen more positive feedbacks anyone interested in reading what the neutral says has to click on the link in the feedback rating, and then they have to work out exactly what was going on, maybe by clicking on the link to the item. And then what? “Hmm… she was upset about getting a HUGE BOWL. How huge was this bowl?”

Personally, I blame Etsy for getting customers to write gushing bilge about their banal transactions:

“I Love! this HUGE BOWL looks amazing on my living room wall…with the other HUGE BOWLS! amazing addition. I received this art in a timely manner! I will purchase from this seller again…” (actual quote- item changed to HUGE BOWL to protect privacy of seller)

 

 

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