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Item shipped in perfect condition, received damaged, but the package was intact upon delivery!
Summary: gabrio.4664 expresses frustration about an item that was sent in perfect condition but was received damaged, despite the package being intact on delivery. marioelegio chimes in, but the discussion remains without details on possible next steps or solutions. The conversation seems to remain unresolved.
I sold a second-hand metal chandelier. For shipping within Italy I used a new, never-used double-wall cardboard box; I packed the chandelier inside, adding extra protection with cardboard that wrapped it completely so it couldn't move during transport.
Delivery took place the following day.
The buyer sends me photos of the damaged chandelier: a bent metal arm.
I immediately ask how the box arrived, whether it had any impacts, etc.
Absolutely perfect, he replies...
I send photos of when the chandelier was in the box just before closing it (and it fit snugly inside, it couldn't have suffered such damage unless caused from the outside).
Of course the damage photo shows it on the table, without photographing it while opening the package...
Since I didn't know what else to reply other than not feeling responsible for what happened, a return request came a few minutes later.
That chandelier couldn't have bent like that in the package: no room!
Outside the package, yes...
Maybe it fell?!?
Not by me, for sure...
I'm sending you the photo.
Thanks to anyone who wants to give me an opinion!
marioelegio
Mentore9 months agoYou’ll never have a way to prove for sure that it wasn’t bent before going into the package or that it didn’t bend because of a bump during transport.
Besides, if the buyer wasn’t acting in good faith, he had an interest in saying that the outer packaging showed some damage.
According to the rules on distance selling, which apply on all platforms, you’ll almost certainly be forced to refund him. So maybe it’s better to move ahead of time and offer a partial refund or send a prepaid label so the item can be returned.
hi
mario
gabrio.4664
OP9 months agoThanks for your feedback!
Actually I have photos of the package being prepared for shipment the next day, while the buyer apparently has no photos of himself opening it once he received it (perfect apparently)...
Personally, as a buyer, when I receive packages I take photos as I open them: more than once they have proven useful in case of damage to the contents and for resolving the issue.
Hi!
Gabrio
marioelegio
Mentore9 months agoSorry to tell you, but those photos won't do anything.
hi
mario