Amazon’s Marketplace

Settle in ... this is a long read. But, a fascinating one I guarantee ... there are even pictures too! J

As someone with severely limited funds and a voracious reading appetite ... I rely on good deals to get what I want when it comes to physical books: vocabulary builders (grammar books), Criminology, Criminal Justice, Government, and regular fiction. Often I do buy them as gifts – and my mom uses my account to shop for me (or let me pick what I want with a gift card).

So, the allure of a “great” price often drives the decision of what sellers I buy from. Who doesn’t love getting a great deal?

What I look for:

** Condition (I want something that doesn’t have highlighting as it is distracting, someone else’s notes, and doesn’t look like it’ll fall apart should I sneeze on it)

** Price for the Condition (I don’t mind paying the money for a well cared for book)

** Shipping Cost + the price of the item (is it reasonable for the total price)

** Good Seller Ratings (usually try to stay with the 95% and higher; fewer complaints mean fewer issues with shipping and customer service)

Now, I would prefer “PRIME” shipping/Amazon Fulfilled items – it’s free and I get it in two (2) business days with tracking information so I know when it is to be delivered (to thwart those pesky package thieves). It’s also fulfilled by Amazon so they handle most of the complaints when/where necessary. They shoulder most of the responsibility, reply faster, and refund a lot faster when issues arise.

I rely quite a bit on accurate and honest ratings when buying from the “marketplace” sellers. And, I try to leave the same kinds of ratings/comments for fellow customers so they can base their decisions off of them.

I do want to clarify: you often get what you pay for!

I’ve had my share of BAD experiences. Some really bad. I’ve had some REALLY GREAT experiences too. I’ve rated some sellers with four (4) or five (5) star even after problems – especially when I was able to keep the item and get a refund for whatever reason (usually not as described or the wrong item entirely). Some I’ve rated neutral only because the actual “return and/or refund” experience was a nightmare, but I at least got my money back though. That’s something.

Others? I’ve never wanted to cross paths with again – even to leave a feedback rating (neutral or bad). And, I don’t turn down new sellers simply because they’re new. They need to get a start somewhere, with someone. I was once a new seller on eBay, so it is a scary thing to just start out.

Recently I had to get some books for a writing project. Some were a terrific deal. Out of the six I bought ...

** Three were in exactly the shape described (USED – Very Good; Used – Good); but better than what I thought they’d end up looking like

** One was bent up a bit more than I liked; but it was so cheap I couldn’t really complain; also it is hard to find new or otherwise

** This one ↓ was returned to a very remorseful seller (it had extensive water damage at the bottom; writing/notes; highlighting – not disclosed in description):

[Extensive highlighting and notes; this was in multiple pages of the books]

[And, part of the page is missing too ... with some information]

The item was sent back and a refund issue – no problem!! I’ve already received a replacement for the book from another seller – cost a bit more, was an updated edition, but in much better shape. That worked out pretty well.

The “other” book? That actually inspired this blog. It wasn’t so much the condition as the way the seller handled it – the customer service aspect of the whole transaction – which is the “breaking point” for a rating.

Now, I’m not looking for a seller to bend over backwards, send a condolences card, or even let me keep it with a full refund. Though many have. 

But, this particular seller I’m writing about was rather unprofessional and did not act within the guidelines of Amazon for handling customer issues or concerns/refunds.

In short – they went outside of the marketplace to handle it – opting to use the untraceable United States Postal Service as opposed to Amazon’s online message system designed to protect sellers and buyers. I’ll get to that part later on ...

Now, the book was listed as “Used - Very Good - great condition-- no notes or highlighting”. And, I took that to mean “Used - Very Good - great condition-- no notes or highlighting”. After all, if you cannot trust the seller’s description – what’s the point of having it? Without a description, would we buy it though?

That’s what I want to warn people about.

Now, here are the condition guidelines for listings (for those who might not know): (http://www.amazon.com/gp/help/customer/display.html/ref=im_1161242_cufm_200346710a?ie=UTF8&nodeId=1161242&pop-up=1):

General Condition:

“Used - Very Good: A well-cared-for item that has seen limited use but remains in great condition. The item is complete, unmarked, and undamaged, but may show some limited signs of wear. Item works perfectly.”

Notice the “unmarked and undamaged”; “limited wear” parts of the condition guidelines?

Now, we move on to ... Books -- New and Used (In addition to the General Condition Guidelines, apply the following guidelines to new and used books):

“Used - Very Good: Pages and dust cover are intact and not marred by notes or highlighting. The spine is undamaged.”

[Seller's own description of condition ... great condition]

Definitely doesn’t match the pictures ↓ does it? 

[Upper corner of spine is severely dented; damaged]

[Book cover is worn considerably so that it doesn't close properly; not so "great"]

[Stickers on the back of the book]

Here’s what that book SHOULD have been rated as:

“Used - Good: Use only if noted in the Category-Specific Condition Guidelines. The item shows wear from consistent use, but it remains in good condition and works perfectly. It may be marked, have identifying markings on it, or show other signs of previous use.” (general conditions)

“Used - Good: All pages and cover are intact (including the dust cover, if applicable). Spine may show signs of wear. Pages may include limited notes and highlighting. May include "From the library of" labels.” (used books)

Far more honest isn’t it? There was also a label inside that read “PROPERTY OF: SOAR 1” – definitely meeting more of the “Used - Good” criteria of Amazon.

So, what did I do? I emailed the seller the day I got the item – sooner the better. Sometimes delays cause a lot of issues. I proposed what I thought was an amicable solution, along with being fair – I’d keep the book for half of what I paid ($3.99 as I paid $7.98 total), given the fact it didn’t meet the criteria. Sounds pretty fair. Why did I propose that and consider it fair? After all, that’s not really “fair” to the seller is it?

I did it so the seller wouldn't have to cover the entire amount ($7.98) along with return shipping (of say $3.99). Which would be a total of around $12. They’d be out the money for the initial shipping and RETURN shipping costs. A loss of close to $8 to them. They would have made NOTHING on the deal, and maybe even lost as a result – not a good business model. Remember the one seller I had to return a book to? I paid $6 (book and shipping), but he had to refund $9 (book, original shipping, and return shipping).  

Not something I’d want to do to anyone. Besides, this person was a “just launched” (brand new) seller and I didn’t want to ruin their reputation right off. Honestly – I hate leaving bad feedback, even when it is very much deserved. It is just a snotty thing I cannot do. But, I have had to do it to some people.

I do understand that mistakes happen. And, I wanted to be fair. All of which I stated in my initial message to them.

So, when I didn’t hear from the seller by July 28^th, I sent another email. By July 30^th, I decided that perhaps I should – to cover my own butt – file an “A-to-Z claim”. It’s usually better than sitting around and waiting. We often lose track of time, so this is a way of covering our butts so we don’t forget and lose our rights. And, it looks bad the longer you drag it out – ever have anyone say “why didn’t you do this sooner” in response to a problem? Yeah ... one of those things.

I had the option to get a gift card or wait for a refund.

That was the hardest choice to make ... gift card or refunded back to my credit card in the hopes the seller would reply. As I had another order outstanding for something else – I opted for the gift card. It would’ve been like having the refund anyway, only sooner.

After all that [two (2) emails and a complaint] – the seller finally replied back (through Amazon) that they had sent a partial refund through the mail. Remember what I said about going outside Amazon to settle it? That brings us to here ...

After the complaint and Amazon’s partial involvement, I got a card/letter a few days later.

Notice the lack of a return address? Who is this from? What is it regarding? That’s not a safe thing to do. What if I pitched this without opening it?

[Who do I know in St. Louis, Mo?]

[Even checked the back for a return address -- nothing]

Here’s the letter:

[So this is the seller's idea of "highest standard of customer service"? I don't think Amazon would see it like that]

[Closer cropped view of the letter]

I don’t really have anything “nice” to say about that letter. And that just saddens me. I’m trying to take the higher road, but it keeps drifting low ... 

Here are the problems with it:

1..) Not sent from the same location as the seller/book is/was from – what if I didn’t know who this was from and tossed it? The book was from Illinois, but ... the letter is from Missouri. Yes they’re right next to each other. However, shouldn’t the refund originate from the same location? How do I really know that is what this is about or that it is connected?

2.) Not done online for the seller to prove they replied – the seller cannot prove they replied if Amazon asks for proof. Even if they have a copy of the letter, without tracking information or this blog, they could not prove it was received – very unsafe and unprofessional – not the way to conduct business, if only to cover their butt. 

3.) Sending cash for a partial refund – not safe at all. How many times per week do we hear of mail theft? In larger cities, it is almost a “constant” thing. The seller cannot prove it was sent or in the envelope. Also it was not for the amount requested. They went by half of the book’s list price ($2 for a $3.99 book), not the “half of what I spent” (entire amount was $7.98; half would be $3.99).

4.) The “greeting” ... “Dear Disgruntled party”?? Not the way to begin a letter at all. Definitely not professional. Whether or not the seller agreed with my “complaint” ... that is not going to earn a good rating or even a neutral one. Why the need for that? Couldn’t they have said “buyer of Criminology Book/order#” instead? Starts off on the bad foot or wrong note.

5.) The “beloved” $4 book? “Well-cared-for item”? – I could show the person pictures of better cared for items that were used when I got them, I used them extensively, and they’re still in better shape (see below ↓ for just one example). Also – rhetoric was not needed. Why not a simple “I thought it was in better shape when I sent it, my apologies for not packing it a bit better”??

[Same "condition" book I bought over five (5) years ago (4/27/2011); for less money too]

[My "beloved" and well-used (after 16 weeks of college) book five years later. To me this is "well cared for"]

[Spine is still intact, smooth. Yes, I still use this book quite often]

[Back of the book, which is in my idea of "great" condition]

[Comparing the two; hardly can. One is definitely more "banged" up than the other]

[Comparison of "spine"]

[Comparison of pages. Criminology book is on top. My "English" book is on the bottom.]

6.) “If this was your first purchase on Amazon, I would like to direct you to the general condition guidelines in which the description of used-like new stating that these items are suitable for presenting as a gift may have satisfied your $4 gift needs” – again, not needed at all. The seller was the one who stated “Used - Very Good - great condition”. I took that as stated from those “guidelines”. Besides, the seller wouldn’t have had a sale had I not bought the $4 USED book. 

FYI: I did just buy a “USED-LIKE NEW” book. Actually, it was a “new gift quality book”, even fulfilled by Amazon ... 

[Here's a "NEW ... new gift quality" purchase for $2]

["New" books shouldn't have markings in them. At least 12-13 pages were marked up, some in pen and some in pencil. Definitely couldn't give that as a gift.]

[So much for a new book being a gift as well ...]

7.) “In order to be fair and recognizing you may have not bought a $4 used book gift before, I have included a $2 refund (1¢ over the requested half price) – more stuff not needed to be said. Quite condescending if one is looking to be offended. I’ve bought many $4 used books for gifts, and the price shouldn’t matter – the condition does. Also, I didn’t spend $4, I spend $8 (rather $7.98; half would be $3.99). And, what is this problem with the $4 used book gift? I’ll get to that ...

8.) “I wish you the best of luck in your future Amazon $4 used book gift shopping experiences” – this person is really on about the $4 USED BOOK GIFT thing. They used that rhetoric about four (4) times in the letter. Again, lacks professionalism. It’s really got no point to it.

9.) “Avid Amazon Seller” – with only two additional listings, no ratings, just launched they’re an “Avid Amazon Seller”? Hmmm ... okay ... they’re not going to stay that way with their idea of “highest standard customer service”. If that is “highest standard customer service”, I would hate to see the lowest.

[I can't make this up. Profile from their Amazon Seller's Page]

10.) “P.S the $2 included are “used-acceptable” ... agreed?” – what in the world is that all about? Why was that even necessary to add?

[What in the world ... most all of our money is "USED" ...]

Also, if you look closely at the letter, there is no book description, no order number, and no seller name. So, without this blog (or even my response to them) – they can’t prove what this letter/refund was for. Again, that does little to “cover their butt” in proving a response to Amazon. That’s not good business and it is not good customer service either.

Perhaps the seller kept mentioning the “$4 USED BOOK GIFT” because she thought I was being far too cheap. I would’ve liked to tell this person that perhaps the reason I am spending or can only spend $4 on a USED BOOK GIFT is because my mother has cancer and I cannot afford to spend a great deal on gifts for anyone or even for books I need for my writing or work. Some elderly and disabled people cannot afford to spend very much on gifts either.

I was raised with “it’s the thought that counts”. I’ve gotten gently used books as gifts. Guess what?! I appreciate the fact the person thought that much of me to give me something I like and can use. Soem books are hard to find so they might be “USED”.

In short, I thought this blog was a more appropriate place to rate J_K_S as an Amazon seller – “definitely wouldn’t do business with again; does not reply in timely matter; does not respect their customers; bad customer service; don’t recommend” – and that hurt more than anyone can realize. It took me quite a while to type that out. However it is honest. I would not buy from the person again, they did not reply in a timely matter as per Amazon guidelines, they were not respectful, the customer service was not good, and I definitely could not recommend them. 

How am I going to rate them on Amazon? I really don’t know. I’m still thinking of that one. I’m being honest here. I’m not sure I want to rate them. They can reply back, but we cannot “re-direct” or rebut their reply – so that affects whether or not the next customer buys or doesn’t. If they think the one customer is “bitter” or disgruntled, they buy – they could end up with the same experience. Though I could hope it would be a better one.

If you’re looking to sell on Amazon (or are selling on Amazon) ... please don’t do any of this. If you have questions about selling on Amazon ... refer to their guidelines. And, they will help you if you contact them.

1.) Be honest. Buyers appreciate that. No sale where you still have your item is better than a bad sale where the customer keeps the item and you lose what they paid (shipping and item), then the bad rating/feedback?

2.) Reply promptly, even if just to say you’re busy. Amazon only asks that buyers give sellers two (2) business days for a reply before accepting an “A-to-Z refund”.

3.) Don’t start off with “Dear disgruntled party” – you’re not going to win any points from the buyer – they’re more apt to go straight to Amazon after your reply, and they’d have every right in the world to do it. Not only can you lose the money, the item sold can be kept by the buyer too. Even if you get the item back – you’re out the original shipping and the return shipping costs. Not to mention there’s the awful feedback left, your seller name splashed over Twitter, Facebook, blogs ... it’s just not worth it.

4.) Don’t send cash. If you cannot refund the money from your account (or don’t know how) – contact Amazon – they can talk you through it or do it from their end. You’re going to lose more money if you don’t. In addition to what I mentioned in #4  ↑ the awful feedback left, your seller name splashed over Twitter, Facebook, blogs ... that stuff.

Will this discourage me from more “Marketplace” transactions – naw! I’m solid. I’ve been a customer over ten (10) years ... I can handle a few bad apples.

Can they handle me though? 


P.S: See what I said? There would be pictures!