What should I expect?

[Nanny0gg]

I bought 6 BIN glasses on Ebay as a present. When they arrived the invoice said 6 for 4, which it didn't mention on the listing. Price was as I expected.

That is a by-the-bye however.

When they arrived, two were smashed. All they had done for protection was open the manufacturer's box, wrap each glass in a bit of bubble wrap, shove them back in the box so it now didn't close properly and looked tatty, and then put that in a delivery box. No extra padding. So both boxes look like they've been stomped on.

It's an Ebay shop. I've messaged them and sent (asked-for) photos. So far I've been offered a refund (I assume of the broken ones) or replacement.

That doesn't help with the present aspect.

What should I expect them to do? All discussion has been through Ebay messaging and they are perfectly pleasant. (no apology for duff packaging though!)

[Poppy1980]

What do you want from them? Obviously nothing can be done now as they are broken so you'll have to either get a new present or try to present the glasses that aren't broken in a nice way.

To be fair it sounds like they are trying to sort it by either offering a refund or replacement so not much more than that they can do.

[lljkk]

Wait for replacements & see if they arrive safely. Good customer service would be to refund you something extra for your inconvenience, too.

If don't arrive safely then send lot back for full refund & leave f/back you feel is appropriate.

[Tryharder]

They've offered you a replacement or a refund.

Good God, what else would you like them to do?

[Nanny0gg]

This is why I asked! I know, I don't want to be unreasonable and they are being helpful, however I can't give the glasses as a present - the box is trashed and wine glasses aren't easy to repack in something else.
If it was a shop I would just have taken the whole lot back, but returning them would either mean the rest get will likely get smashed or I'm going to have to sort out proper packaging.

And I don't want the glasses and then buy something else - I would never have spent that much on glasses we don't need!

I shan't ever buy anything fragile on Ebay again!

[HaveYouHeardOfGoogle]

The remaining glasses would be easy to present in another box with some tissue paper surely.

Other than that just accept the refund, stick them all back in the box with some extra bubble wrap from the pound shop and you're done.

Not much else the seller can do really.

[Butterflyspring]

how much refund are they offering?

I would expect a full refund - the set is not complete so is no use to you anyway?

[WeAreEternal]

Return them in exactly the same packaging, the seller obviously deemed it apropriate so they can't complain.
Ask for a full refund, return signed for delivery and go buy new glasses to give as the gift.

It seems like the simplest plan to me.

[Butterflyspring]

but why should the buyer be out of pocket to return an item when it isn't their fault?

[Nanny0gg]

They weren't clear. I am assuming a refund of the two broken glasses (which according to the invoice, but not the listing, I got 'free', although I wouldn't have paid that money for 4 glasses!)

The postage to me was £5. I'm not forking out any more money to return them!

[Butterflyspring]

but they are useless if they aren't a complete set aren't they? Plus the box is damaged so no good again.

[HaveYouHeardOfGoogle]

So you're not going to pay to return them for a refund or replacement - so what are you going to do?

[Nanny0gg]

HaveYouHeardOfGoogle

I don't know! That's why I asked for opinions! I would send them back if they were going to pay postage.
I think I would be slightly happier with them sending me replacement glasses in a nice new box with a refund of my original postage - but that hasn't been suggested.

I will wait and see on Monday what they come back with.

[HaveYouHeardOfGoogle]

Just found this on the eBay returns policy page. You say they are an eBay shop so it should apply to them. Quote it if need be -

"If you're requesting a replacement because the item wasn't as described in the listing, such as with a damaged part, the seller is responsible for the return postage charges."

[Butterflyspring]

they have to refund all you paid if they are returned but they may ask you to return at your expense. You can't force them to pay return postage but a good seller will pay that too.

[Nanny0gg]

They pre-empted my idea of replacements in decent packaging by refunding the broken ones.

I had to ask for a refund of postage (didn't see why I should pay when it wasn't packaged properly).

I don't think I'll give feedback.

[Butterflyspring]

why won't you give feedback? You are allowed to neg or neut if you are not happy.

[Nanny0gg]

Because they could do the same back to me?

[Butterflyspring]

no they can't - sellers haven't been able to neg buyers for years.

[Nanny0gg]

Ah ok.

I might leave a neutral.

Thanks.

[Butterflyspring]

why not a neg? Have you asked to seller to give you your return costs?

[Butterflyspring]

sorry - no return costs needed, I got confused! Need more coffee or sommat.

[Numanoid]

I don't see why you'd leave negative feedback, that's quite unreasonable. :/

Seller responded promptly, refunded broken glasses, then sent new ones free of charge with new packaging. Under Distance Selling Regulations you'd only be entitled to a full refund including postage if the rest of the glasses were returned, anything over and above that is good will.

I don't mean to sound harsh, I just don't know what else the seller could do.

[Nanny0gg]

No, seller refunded without reading what I wrote, properly. So I haven't got the present that I wanted to give in the condition I wanted to give it. I also had to ask for postage to be refunded when I think it should have been offered immediately. So I am stuck with 4 glasses I don't want.

I don't think they're a bad company. But I had no apology and their packaging wouldn't have been ideal if the contents had been plastic, let alone glass!
So I don't think they deserve a negative, but I wouldn't exactly recommend them - however, I could have just been unlucky.
So probably best to say nothing at all.

[Numanoid]

Ahh okay, sorry I must have misread. If it's a business seller and they have more stock, I would have thought an immediate replacement would be standard practice, it's a shame they haven't sent replacements out. And an apology should have been the first thing you received!

I wouldn't say nothing at all, since you received a refund I wouldn't leave a negative, but a neutral, probably. It wouldn't have hurt to send you replacements on a next day service, and the small loss in profit would have perhaps changed you from an unhappy customer into a returning one who'd go on to recommend them.

I also think it's good to let potential customers read honest feedback if something has gone wrong. I do it so I can see how the seller acts when something goes wrong, so I know what to expect if there's a problem.

[Nanny0gg]

Fair points