Where Vintage Never Gets Old...
Bad Buying Experience on RL
I have a friend who has had a really bad buying experience on RL. She bought and paid for a sweater on Feb 6th, she received an order confirmation from the seller on Feb 9th and that is it. She hasn't received any notice of shipping nor the item. The listing states everything is shipped within 6 days (isn't that a bit much)? It is now 10 days later and she has emailed the seller again to see if the item has shipped but getting no response. Now she is dealing with RL customer service who is telling her to wait. I'm surprised about this. I thought RL had such strict rules about shipping immediately and packaging properly. I know they can't enforce everything but at the very least they could have contacted this seller to see what was going on.
Replies to This Discussion
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Permalink Reply by Gardenartus Antiques on -
Chris I was wondering if your friend paid through PayPal and maybe the shop owner printed the shipping label through them? If so she can find the tracking number there. When I read your post again I was surprised to see it took them 3 days to respond to the order! Really CS should get on this shop for a few reasons.
Chris Moore said:No they indicated she should be patient and wait. They haven't responded to her second email.
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Permalink Reply by San Marcos Art Glass on -
There is a good bit of unprofessional service, unfortunately. There was one case where I bought and the shopowner immediately marked the item as sold, deleting the PO from my list and never contacting me about shipping. This was a platinum seller. Fortunately, all went well with the sale.
The worst I've heard about was a store that sold a glass figurine inadequately packed and shipped uninsured. It was broken in shipment. The figurine was $250. The shopowner told the customer sorry for your bad luck. The customer wrote me and I assured him he was covered, not only by PayPal, but by RL. The customer was able to get his money back. I wondered what that shopowner could have been thinking -- no insurance and expecting the customer to take the loss. I'm glad that most shopowners on RL are good ones.
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Permalink Reply by Graceful Shops on -
This is a Ruby Lane support situation. There are over 2000 shops at Ruby Lane and they have strict guidelines.
It may be shipping lag, emergency situation etc.
No way and no how does it speak for Ruby Lane or other dealers at this venue.
Possibly her email responses are in her spam box or something.
I have never had to wait longer than 24 hours for a response except on the weekend.
If this is truly the case I am sure the dealer will also be dealt with and risk selling on the site.
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I am exclusive to RL and purchase as well there.
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Permalink Reply by Graceful Shops on
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San Marcos. I am very quick to mark as sold as soon as I have sent the package and send the delivery confirmation and see it has arrived. Just recently I have decided to let things sit awhile but it clutters up the maintenance IMHO.
I also get aggravated when I purchase on RL and the seller does not take off the sale pending and/or change it to sold.
Loose ends ? Now I am trying to wait though since Carol explained it better.
-----------Off topic. Sorry.
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Permalink Reply by Alley Cats Vintage on -
I agree. I've always marked sold as soon as it ships but now I see how it affects the customer side of it. Now I wait until I'm sure it has been received and I will also add the tracking info on the history side.
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Permalink Reply by Gardenartus Antiques on
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Chris any news yet?
Chris Moore said:I agree. I've always marked sold as soon as it ships but now I see how it affects the customer side of it. Now I wait until I'm sure it has been received and I will also add the tracking info on the history side.
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Permalink Reply by Ruby Lane - Carol Augustine on -
Hi Graceful, Are you waiting for me to respond to something. I must have missed it.
Loose ends ? Now I am trying to wait though since Carol explained it better.
As far as the buyer complaints - CS has a specific procedure they follow for all buyer complaints. This is a specific complaint from a buyer to RL and I can't get involved. It is not my territory.
Carol
Graceful Shops said:San Marcos. I am very quick to mark as sold as soon as I have sent the package and send the delivery confirmation and see it has arrived. Just recently I have decided to let things sit awhile but it clutters up the maintenance IMHO.
I also get aggravated when I purchase on RL and the seller does not take off the sale pending and/or change it to sold.
Loose ends ? Now I am trying to wait though since Carol explained it better.
-----------Off topic. Sorry.
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Permalink Reply by Graceful Shops on
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No. Sorry. A bit off topic. I was relating what was said about closing orders out too early. I think you stated this on another thread or I read it from support. . I apologize if it was not you.
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Permalink Reply by Gardenartus Antiques on
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The bad part is for this buyer it does reflect on the Whole of Ruby Lane not just this shop. If you are new to buying at Ruby Lane or any site for that matter and came across this more then likely you would not shop at that site or any of the shops within the site again. Majority of RL dealers are superb but I have run across a few that are not and I know had I not been someone who knows RL I would never had shopped there again. This Does make all shops and RL look bad if a shopper is new to the site.
Graceful Shops said:This is a Ruby Lane support situation. There are over 2000 shops at Ruby Lane and they have strict guidelines.
It may be shipping lag, emergency situation etc.
No way and no how does it speak for Ruby Lane or other dealers at this venue.
Possibly her email responses are in her spam box or something.
I have never had to wait longer than 24 hours for a response except on the weekend.
If this is truly the case I am sure the dealer will also be dealt with and risk selling on the site.
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I am exclusive to RL and purchase as well there.
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Permalink Reply by Vintage Clothing Shop on -
I agree that the time for response from the shop owner is much too long however. Perhaps, as Gardenartus has stated, there has been an illness or a family emergency.
I agree too that the practice of not contacting the buyer for such a long time is unprofessional however, I would hardly call it a "really bad buying experience" considering that none of us know the reason behind the shop owners lack of communication...who knows she/he may have shipped the item and gotten into a car accident. His/her child may be seriously ill or there may have been a death in the family.
A "really bad buying experience" would be that the shop owner never responds, item never arrives and the customer has to file a complaint with PayPal.
This incident so far is, in my opinion, an uncomfortable one for sure but "really bad"seems a bit too strong a term for my liking.
As far as taking 6 days to ship items, it shouldn't be such a big deal....so the shop owner has other obligations in his/her life that take priority over running to the post 2 or 3 times a week...like kids, a job and a life to live.
I ship within 7 days because although I do have a shop on RL, it is not my life nor my full time job and I do not intend to go running the moment that someone buys something. I give myself the 7 days to ship so that if "life" happens that I've given myself plenty of time to do my shipping. My shipping policy is clearly stated and if a person doesn't like it then they can shop elsewhere....that's the beauty of an online shop where you get to make some of the rules for yourself. ;)
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Permalink Reply by Ruby Lane - Carol Augustine on
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Hi Folks,
I hope everyone has a great weekend. I am off on Monday. Will 'see' you on Tuesday! Carol
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