As is not uncommon, I recently purchased a book from Amazon.com, using the Marketplace to get a better deal as well as to support an independent seller. When I received the book, I was rather disappointed. The seller listed the product as new, specifying in the notes that the book was “brand new” and had a perfect dust jacket. When I received the book, there was a bang in the top of the front cover and the dust jacket was worn in parts around the edges. As is Amazon’s policy, I contacted the seller.
Her response:
I apologize that you are not happy with your purchase. I am not a bookstore; only an individual selling a few books. I write the descriptions as accurately as I see them. When I shipped the book it was not damaged but as I described.
Regards,
Susan
And so I replied:
Susan-
I understand this. I am a book lover and collector, meaning the condition of my books is very important. We both committed to an agreement that entailed you sending me a brand new book and me receiving a brand new book. Whether the problem lies in your assessment of the book prior to shipping or the method in which you chose to ship the book, you have failed to meet the agreement. If you do not offer an acceptable solution, I will be forced to leave very negative feedback.
Jeff
PS–Don’t use a semicolon unless you know how. There must be an independent clause on each side of the semicolon. It’s a very easy way to elevate your register, yet it makes you look like an idiot if you don’t use it properly.
She took offense:
Jeff:
Please do not resort to threatening me. I do not appreciate your nasty email or attitude. The book is new or I would not have described it as such.
Susan
I jumped right back:
Susan-
While the book may not have been read previously, it is not in a condition that a dignified bookstore would sell as ‘new.’ Also, the entire point of the feedback function is to rate you as a seller. To warn you of your potentially poor rating is not a threat; it is actually a courtesy for me to do so. I opted to give an independent book seller business instead of buying directly through Amazon. I thoroughly regret this decision. Once again, I offer to let you rectify the situation before I evaluate your quality as a seller.
Jeff
Note the excessively cocky use of the semicolon in the last email. Boy, it made me happy to write that.
Since she was unwilling to help, I contacted Amazon. They apologized and gave me $10 toward my next purchase to cover the return shipping cost.
I had a feeling that if I returned the item, the seller would not refund the original shipping cost, so I contacted Amazon about that. They went ahead and submitted a claim for a full refund and also gave me $5 to cover the return shipping cost. A few days later, it was processed and I had my payment refunded in full.
In celebration of my victory, I proceeded to buy three more books and a CD from Amazon. I also celebrated by leaving rather harsh feedback on her profile.
From my experiences at Nordstrom, I have learned an important life lesson that is applicable in this case:
The nicer the customer behaves, the more the seller enjoys the transaction. The more the customer complains, the more he or she will receive for free.