Buying stuff online, trading ethics, etc.

**Mikkel** · 2nd November 2007, 13:15

Hi guys,

I was wondering if anyone has an opinion on this matter. And it's all just hypothetical, so excuse me if it's a bit vague

Let's say you're considering buying something of the internet, let's say clothing of some sort, but are having concerns whether it's the right stuff for you.

You talk to the trader on the phone and he guarantees both that the stuff will fit you, and your satisfaction (including a money back guarantee if you find that you actually like something else better).

So you place your order and get the stuff down. Nice enough stuff, but the sizing is a bit off so you start shipping things back and forth. Obviously this all takes time and you'd kinda like to have your stuff now, not in a forthnight.

Next bunch of stuff comes down and you try it on and the sizing issue is almost taken care of, however one of the items has a fault on it and needs to be replaced and the other is still not the right size. Turns out that the item which is still not the right size is currently out of stock and the dealer is considering ending his collaboration with his supplier since there have been issues about the products and may never be able to get the said item in the right size again.
Next day you're told that yeah, they can get the item in the right size inside perhaps 3 weeks but are willing to provide you with a substitute of some sort in the mean time.

You decide that you've grown tired of the hassle with these items and would rather go into a shop and buy something of the shelf the self same day and get on with your life. You send the stuff back to the dealer but the dealer all of the sudden won't adhere to the guarantee that he put forward at the very beginning

- even though you offer to cover all freight expenses, i.e. he's not incurring any loses whatsoever.

Dodgy? What do you think?

**kiwifruit** · 2nd November 2007, 13:18

i'd think they would refund, no problem....
seems logical, keep you happy etc

so, which company is it?

**jrandom** · 2nd November 2007, 13:21

What you describe would be a straightforward breach of trust, in my books.

Unfortunately, it's difficult to hold people to agreements made verbally, but I would have thought that any retailer, particularly an online one who'd be quite vulnerable to internet-borne word of mouth, would be very sensitive to such things.

As a businessman, I'd never allow a customer to go away with the impression that they had some sort of guarantee that I was not in fact willing to provide. Sometimes not closing a deal can be the best thing in the long run.

Certainly if a retailer developed the reputation of engaging in such stiff-armed practices I'd think twice about dealing with them. Mail-order / internet style businesses rely even more heavily on the customer's trust than traditional bricks-and-mortar shops do, and businesses like amazon.com have succeeded in large part because of an up-front commitment to ensuring satisfaction, even when that takes a bite out of short-term profits.

**Mikkel** · 2nd November 2007, 13:25

Originally Posted by kiwifruit

so, which company is it?

As I said this is all hypothetical and more of an attempt to evaluate what other people's opinion on this matter is

**Usarka** · 2nd November 2007, 13:27

If it's a legitimate company then I believe you have the right to return items purchased online / mailorder.

If it is some dodgy trader from trademe then......

[Edit] this is for faulty goods only, as per the consumer gaurantees act. most reputable mailorder clothing places will accept returns for wrong sizes though as this is beneficial to them in the long run.....

**mynameis** · 2nd November 2007, 14:03

Mikkel,

A warning from Kiwi Biker Forums, you are spending too much time here.

For counselling services please visit here.

**TLMAN** · 2nd November 2007, 14:23

Name and shame I say!!

Who is it??

**007XX** · 2nd November 2007, 14:28

Originally Posted by Mikkel

Hi guys,

You talk to the trader on the phone and he guarantees both that the stuff will fit you, and your satisfaction (including a money back guarantee if you find that you actually like something else better).

me thinks your answer is right there: if the Trader guarantees your satisfaction, then he has to be given a fair chance to make it happen, but if you're still not satisfied, then he should refund you.

However, I don't think that freight would be reimbursed. It never was in any of the shops I worked in.

**Mikkel** · 2nd November 2007, 14:58

Originally Posted by 007XX

me thinks your answer is right there: if the Trader guarantees your satisfaction, then he has to be given a fair chance to make it happen, but if you're still not satisfied, then he should refund you.

So what constitutes a fair chance?
Waiting 3-6 weeks for something that you wanted ASAP?
Having to sort out various hassles to get the product up to the standard that you require?

**Mikkel** · 2nd November 2007, 15:01

Originally Posted by TLMAN

Name and shame I say!!

Who is it??

All hypothetical mate, so no name and no shame.

...yet.

**007XX** · 2nd November 2007, 15:12

Originally Posted by Mikkel

So what constitutes a fair chance?
Waiting 3-6 weeks for something that you wanted ASAP?
Having to sort out various hassles to get the product up to the standard that you require?

Your Potencial is way too patient and nice...They're muking your potencial about and so I would call the manager, explain diplomatically the situation. If that doesn't resolve it within 48 hours maximum, drop the words " Fair Go" in a more authoritative conversation...It always did wonders!

I know it sounds bitchy, but you've got to say enough is enough at some point.

**Mikkel** · 2nd November 2007, 15:18

Originally Posted by 007XX

Your Potencial is way too patient and nice...They're muking your potencial about and so I would call the manager, explain diplomatically the situation. If that doesn't resolve it within 48 hours maximum, drop the words " Fair Go" in a more authoritative conversation...It always did wonders!

I know it sounds bitchy, but you've got to say enough is enough at some point.

Hehe, I agree I'm probably too nice. On several occassions I was about to do that but got talked into giving more time since I really liked the dealer. So much more disappointing that I have to go through all this extra hassle really.

What do you mean by "Potencial"? English being my 2nd language means I hit a blank spot every now and again - last time it was the term arrears (as in rent issues)... (and no, it wasn't MY rent

)

**jrandom** · 2nd November 2007, 15:20

Originally Posted by Mikkel

What do you mean by "Potencial"?

Oh, this will be good.

**007XX** · 2nd November 2007, 15:36

Originally Posted by Mikkel

Hehe, I agree I'm probably too nice. On several occassions I was about to do that but got talked into giving more time since I really liked the dealer. So much more disappointing that I have to go through all this extra hassle really.

What do you mean by "Potencial"? English being my 2nd language means I hit a blank spot every now and again - last time it was the term arrears (as in rent issues)... (and no, it wasn't MY rent

)

PM sent...

Originally Posted by jrandom

Oh, this will be good.

Fuggoff you...