Does an Online Seller Have to offer a Satisfaction Guarantee??

Like anything else in a deal. This should be discussed, before payment is sent. I do offer this on any cue I sell. But I can see where in some deals it might not be a good idea. No matter what the deal is. There should be an exit plan agreed upon by all parties before hand.

Larry
 
Spimp13 said:
Kevin, what about when a seller sells a brand new unchalked xxx cue that you buy...you test hit it, don't like the hit and want to return it. How is the seller going to re sell it for the same price now that it is "lightly played"? I am sure some very good sellers with good reputations would have no problems being able to do this, but what about the guy who has only a 1-2 itrader if not less just from being new?

There is some gray area here in the buying/selling world of pool cues it seems on here. I have been in sales for 10 years and am a huge advocate of customer service....you've heard the cliche the customer is always right. Well....we bend over backwards to make things right, but the customer is NOT always right. There are situations where I could list that this is the case in the HVAC world.

At the end of the day maybe to help avoid similar situations ALL for sale threads will need to include the disclosure similar to ebay:

-No returns accepted
-7 day money back guarantee
-30 day money back guarantee
- x% Restocking fee for returns within 30 days
etc....
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Matt

I sell some new cues, all Ginas. I would never offer someone a cue that has been test hit as new and unused, so if a customer tries a new cue from me, he owns it. Returns have to be in the same condition and turning a new unused cue into lightly used or test hit seriously changes the value in my opinion and I won't accept a return that way. In the same way, if I sell you an excellent cue and you snap a shaft, I won't take that return. Returns have to be in like condition.

Thanks

Kevin
 
leto1776 said:
I worked for several years in a small hometown business,and can tell you there are plenty of situations where a customer is dead wrong, and there are times when the customer does indeed need to be told they're wrong,because said customer will keep trying to walk all over you. There were even times when my boss kicked people out of the store.
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your point is credible however; for the 1 bad apple, there are many more good apples.
I'll take "word of mouth" good advertisement for 10 people, with 1 bad apple to deal with over losing sales b/c now I have bad attitude.
 
63Kcode said:
Like anything else in a deal. This should be discussed, before payment is sent. I do offer this on any cue I sell. But I can see where in some deals it might not be a good idea. No matter what the deal is. There should be an exit plan agreed upon by all parties before hand.

Larry
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Larry

Yup, communication is key. Most of the deals I see go bad go bad because one of both parties didn't consider anything happening but what they hoped would happen.

Thanks

Kevin
 
I was looking to buy a cue and the salesman informed me that the cue I was interested in came with a lifetime warranty.
I asked him if it was mine, or the cues. :smile:
 
Since we all know the driven off the lot analogy... its about 20-25%

JV

kvinbrwr said:
Matt

I sell some new cues, all Ginas. I would never offer someone a cue that has been test hit as new and unused, so if a customer tries a new cue from me, he owns it. Returns have to be in the same condition and turning a new unused cue into lightly used or test hit seriously changes the value in my opinion and I won't accept a return that way. In the same way, if I sell you an excellent cue and you snap a shaft, I won't take that return. Returns have to be in like condition.

Thanks

Kevin
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Dunnn51 said:
your point is credible however; for the 1 bad apple, there are many more good apples.
I'll take "word of mouth" good advertisement for 10 people, with 1 bad apple to deal with over losing sales b/c now I have bad attitude.
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That's true,and it's always a case by case basis.Usually the bad apples won't say anything because they're not a repeat customer,just a one off, and they usually know they're wrong,and are just looking to scam.Plus,this store had been established for years, so people knew our reputation.
 
Tramp Steamer said:
I was looking to buy a cue and the salesman informed me that the cue I was interested in came with a lifetime warranty.
I asked him if it was mine, or the cues. :smile:
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That's really ****ing funny.
Sounds like an old McDermott joke>>:smile:
 
It depends on who is selling the cue. Is it a business or an individual one time only sale? For a business it may be in their best interest to keep customers happy and eat the cost of return shipping, time, packaging or whatever since they have an opportunity to make up that cost in further sales.

For an individual selling on a possible one time only bassis it would be reasonable to offer a satisfaction guarantee as long as the buyer is responsible for the return shipping cost and maybe even a small restocking fee. Also how do you protect the seller if the cue is returned in anything less than the condition it was sent out? It will just turn into a he said she said and the seller more than likely will lose out.

This is one reason why I'm reluctant to sell any cues here. Too many buyers want to be made 100% whole wih no monetary loss if they don't like the cue. The seller than is expected to eat all the costs of shipping, PayPal fees, repacking materials to re sell the cue. And there still is no guarantee he gets his cue back in the same sellable condition he sent it out in. I rather take my chances selling on eBay.
 
CK6Speed said:
It depends on who is selling the cue. Is it a business or an individual one time only sale? For a business it may be in their best interest to keep customers happy and eat the cost of return shipping, time, packaging or whatever since they have an opportunity to make up that cost in further sales.

For an individual selling on a possible one time only bassis it would be reasonable to offer a satisfaction guarantee as long as the buyer is responsible for the return shipping cost and maybe even a small restocking fee. Also how do you protect the seller if the cue is returned in anything less than the condition it was sent out? It will just turn into a he said she said and the seller more than likely will lose out.

This is one reason why I'm reluctant to sell any cues here. Too many buyers want to be made 100% whole wih no monetary loss if they don't like the cue. The seller than is expected to eat all the costs of shipping, PayPal fees, repacking materials to re sell the cue. And there still is no guarantee he gets his cue back in the same sellable condition he sent it out in. I rather take my chances selling on eBay.
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That actually hasn't been my experience here on AZ. I think I've had 2 or 3 returns and the customers were super apologetic and very careful about how they sent the cue back.

You are in the same position on eBay regarding returns. eBay offers your buyer "Buyer Protection" regardless of what your return policy is, and bottom line, if your buyer is unhappy and you can't satisfy him, that transaction is going to result in a return.

Kevin
 
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Have to? Certainly not.

Should they? Mmm....I don't know, maybe.

In Todays world of tirekickers, scammers, BS artists, impulse buyers remorse, internet forums and so on......oh hell no.

Dealing in person is a different story maybe, but then you can try before you buy on the spot.

Even then once you walk away with it, you own it. What do I have to do, keep thousands of dollars in escrow for months and months after each sale? F that, sorry.
 
RRfireblade said:
Have to? Certainly not.

Should they? Mmm....I don't know, maybe.

In Todays world of tirekickers, scammers, BS artists, impulse buyers remorse, internet forums and so on......oh hell no.

Dealing in person is a different story maybe, but then you can try before you buy on the spot.

Even then once you walk away with it, you own it. What do I have to do, keep thousands of dollars in escrow for months and months after each sale? F that, sorry.
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Why the months and months? If you give a guy 3 days from delivery to inspect or try your product why would the months in escrow be necessary?

Thanks

Kevin
 
kvinbrwr said:
Why the months and months? If you give a guy 3 days from delivery to inspect or try your product why would the months in escrow be necessary?

Thanks

Kevin
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Cause it's huge can of worms I just don't want to deal with. What if I have multiple sales? What if I say 3 days and he's says 3 days from some 'when' else? Or he can't hit with it till the weekend ? And so on. Why only 3 days then? Why not a week? What happens if I am turning down other buyers while your 'thinking'? Who compensates me for that loss?

It's a simple business transaction and it ends when goods and payments changes hands. Period. And I don't expect anything more as a buyer.

If I need to be so sure on any given purchase , then I simply do not buy over a wire. I bought a 10K guitar last year online, guess what I did. Bought a $150 plane ticket and flew over and bought it. Probably spent less than the cost of shipping two ways still. :) Regardless of cost, if you decide to take your chances then you better be prepared to accept the consequences. That's life my friend.
 
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I think 3 days return privilege in exactly the same condition is a good policy, beyond that gets kinda dicey, and that's what I use. I also try to the best of my ability to describe the item as accurately as possible, because this is the most common reason for returns...the customer gets something different than they expected and they're pissed. If somebody says a cue is "98%", it better be real damn close to perfect, or if it's ivory it better be ivory, and if somebody says something is made by so-and-so, it better not be made by anybody else or the shit will hit the fan. I have never ever played bumper pool.
:grin:
 
The time it takes for me to get to know a new cue, and really find out if I like the way it feels is far beyond three four days. Can you guys determine the feel of a cue that fast? I buy and I keep or I put it up for sale, after two months or so.
 
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