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Banggood - dropshipping problem

Curtiss · 2016-09-16T12:41:43+00:00

I had someone buy an expensive $430 upair quadcopter and claim they received a used item. They are currently using the refund process to try and get their money back. I have contacted Banggood numerous times through their email and chat and basically get the same response. They will say in chat 'we got your email', 'salesman be back', 'we hurry up' etc. What happens is that I still have no resolution to my problem. Biggest issue for me is that I have sold many quads so far and have no choice right now except to hope everything else goes ok. It has not by the way already another person has claimed a damaged package and motor on a $135 quad and asked for a return immediately after getting the package.

smertrios2007

there bbb rating is not good

Link hidden: Login to view

smertrios2007

Well its done Ebay has decided that the buyer returns this to me and I have to pay return shipping and for the refund.

fudjj

OK, that's come to an unfortunate end.

I still can't see that the item was second hand, but of course it seems that it was defective and that happens. I'm assuming he didn't claim it was second hand to eBay, he more than likely just claimed a defective item and that's why they have found in his favour.

Do you know what their warrantly returns policy is?

smertrios2007

I am sure I am in another chat that will not help but I am still trying. This left hand (the chat) doesn't know what the right hand (banggood) is doing (and vice versa) and has no idea the extent I have gone to just to try and be someone they could be reasonably sure about. This is the first chat that feels like it accomplished something but then this person tells me not to send this chat to their customer service because it will be ignored! It took all these weeks just to be told what I needed to hear and I don't believe it I think it was just me being told what I wanted to hear! Its another brush off =/

them: Hello. How may I help you?
me: Sorry I was afk, I have been asking for help for weeks and I do not get it. After 3 weeks I get a reply but its too late ebay has decided to let this person charge me for shipping and a refund that this person wants.
me: The buyer claims they received a used item with broken gimble, broken camera and the connections to the quad do not work. I have tried and tried to get an answer about if banggood would send out a used item but I got nothing and now its too late for me. 03 pm
me: I have been telling this person they received a new unused quadcopter hoping that eventually banggood would reply but they dont
them:
Dear customer,
Thank you for your reply.
The mail was ignored by our colleague so I just see it now.
We've changed the shipping method and arranged refund of the freight for you.
The tracking number will be shown once the order is sent.
Best regards,
Benjamin
them: that's the latest reply from our colleague
me: your colleague is talking about a different order not this one
them: Thanks for your email and sorry for the inconvenience.
them: For the item New UP Air UPair-Chase UPair One 5.8G FPV 12MP 2K & 4K 24FPS HD Camera With 2-Axis Gimbal RC Quadcopter in your order 17248268
them: How about resend you a new gimbal ?
Sorry again and looking forward to your early reply.
Best regards,
Icey
this reply for order 17248268
me: the gimble + camera + quad its the whole thing the buyer said was broken and like I said its been 3 weeks. A best solution now is a refund
me: I have sold other quads and there are complaints this has me worried that I will not get help with quality issues
them: could you please reply the email with the solution you want?
me: I have tried email I get nothing I want help!
them: but we haven't received your reply about this
me: I sent a reply you did get one
them: where did you sent to ?
me: A reply to the email I got cservice@banggood.com
me: You need to read my emails and *know if you have sent out a used quad
copter* to a dropshippers customer. This person claims both the
gimble, camera and possibly the connections to the quad itself do not
work and is insisting on a refund! I have been defending myself saying
they were sent a new and unused quadcopter but I do not know and you
have not answered me about if you have sent out a used item. I do not
believe your festival has been going on for 3 weeks which is the time
period I have been trying to communicate this to you. EBay is involved
with this trade now and all I could tell them is that I have not heard
back from you and still you do not answer my question. I really do not
believe that a gimble is going to be good enough for this person he
says the quad is broken.
me: that was before ebay decided to give the return I no longer have that option they did give this buyer a return
them: but you haven't stated clearly about the solution you want
me: a refund
me: I replied again and stated only "I want a refund"
me: the best solution before it got to this point would have been for you to be able to tell me that you shipped a used quad (or not) but you didn't
them: all right, our colleague will check it and then arrange the refund to you
me: I really do want to be dropship but I do not know how things like this effect me from your point of view
them: sorry for the inconvenience
me: and I do hope I get that refund... why don't you know if an item used could be shipped out?
them: what do you mean by that?
me: I have asked many many times... this buyers claim is that he was send a broken and used item. I have asked repeatedly (again right now) if you have shipped out used item.
them: of course not used, just maybe the item was broken during the shipping
me: see if you could have told me that *before* it could have helped but now I need a refund
me: have you even looked at the emails? 03 pm
them: sorry about that
me: so if I take this person to court for fraud you will testify?
me: I am not a bad person and want to make sure you know that to
me: could you please wait for our refund ?
me: refunds are ok but seriously it sets a precendent if this person has truely stolen property this way. I would rather let the courts nail him but a refund is fine to I guess =(
me: I know that dropshipers are rated based on return rates and I dont want this to count against me if I can do something about it
them: we apologize sincerely for the inconvenience, we will make improvement in the future
me: will this chat become part of a record?
them: sorry, no, just you have replied the email is ok, we will reply you once we arrange the refund
me: I am going to send this chat to that same address is that ok?
them: sorry, please don't, or the colleague will ignore the email
me: how can i know this will not work against me?
them: I checked we have received your email, you can just wait for our reply is ok
me: bye
them: we will give a priority for your case
them: If you have any additional questions, please don't hesitate to contact us again.Goodbye and Have a great day!

smertrios2007

I dont know what I hate more... *maybe* getting a refund or finally finding out that this person is getting away with internet theft and that what I suspected is true (again not confident like I was in the beginning)!

smertrios2007

and or having to wonder how this could come around and bite me in the ass if I have to be the one getting a refund =<

smertrios2007

If they have no interest whatsoever in going to court they basically open the floodgates to this type of fraud/theft and leave people like me hanging =< At the same time I wonder if the buyer is telling the truth!

I was considering opening an anchor store through ebay but now I have to wonder if they will review me and then drop me and leave me hanging again. I know I can not get an answer from them! Possibly no refund either and they admit to being ignorant with emails

smertrios2007

Called ebay to see if this return could be cancelled and he has printed a label. If that quad gets to me before the 28th he will be automatically refunded. I was told to take pictures and to send them to ebay and they may reverse that. This person on the phone was nice I think they actually looked because they saw the discrepencies in his first messages to me and how his claims of damaged evolved from one to the next. I could have been quicker with the phone!

banggood if you read this I really hope you did not lie to me about not shipping used items because this person may take it that far and I will not let a thief get away with it if I can help it. Comments from the person on the phone suggest they think he is crooked to but they didn't actually say that its my opinion. They did say that 'they' stop sometimes after printing a label and it doesn't get that far. If its not here on the 28th he will not be paid by ebay...

fudjj

We've alerted Banggood support through the forum to get you some more direct assistance, but no sign of them at the moment. I assume they are also away for the festival. If we can get them involved, they'll be able to get you some personal assistance and sort this mes out. That said, it's good to see that eBay is being helpful, that doesn't always happen.

While it's entirly possible that the damage could have been done during shipping or even be a faulty product, I just can't imagine them sending out a used item. So I think the claim that it's second hand isn't right, but the question then is what that just an over reaction by the customer to the fault or is that him trying to set up a fraudulent transaction.

I think the best way forward is to inact the warranty and get Banggood to send a replacement product. So I would suggest containg them via that email contact again and request that action., Then notify eBay of those steps and that should put a stop on any refund for now at the very least.

fudjj

The thing that sticks out to me is the claim of it being a second hand product, that to me sounds like someone setting up a sting. If something arrives broken (faulty), then I would expect the usual to be that the customer would inform you of the fault and request a replacement or a refund, I wouldn't expect them to claim the product is second hand.

So that's the part that I can't get my head around and not having a clue about any stock processes at Banggood, I have no clue if it's even possible that a returned product could even possibly make it back onto the warehouse shelf for shipping.

banggood

Dear customer

This is jessica from banggood ,sorry for my late to see your order problem as we just end of Mid-Autumn Festival.

We never sell any used items to customer . the item may damage during long transport.please trust us .we are sorry for your order problem ,we have check your e-mail and my colleague Yumi will contact you today to see what happen for your order . Yumi is your dropship contact person and she will help you to find a solution for your order.

Sorry for any inconvenient case for you

Any question ,you can feel free to contact us!

Dropship team: Link hidden: Login to view

smertrios2007

I thought it was over when ebay forced the return on me but now I have to wait and see what happens. He has to send the item, I have to receive it by the 28th, if I get it by the 28th he will be refunded, I have to document what I was sent (take alot of pics) and send them to ebay. They may or may not refund me but until then I do not know more. I replied to Yumi asking not to send the gimble to him.

smertrios2007

When these people choose to tell ebay they have a damaged item its like I loose all my rights or ability to choose. I have another one sending me a bayangtoys x16 quadcopter as a return because of box damage and they claim a motor is broken. And another fq777 order where the buyer says his quad just spins and wont fly. Claims to have calibrated it several times... at the discount rate I am getting with all these returns I will be sunk before getting started! Even with the max discount I might only break even but I do not get that =(

fudjj

Are you having these sent directly back to Banggood as warranty cliams or having them sent to your address?

smertrios2007

they are being sent to me, there was near zero communication with banggood while this was happening so that was not seen as an option to me and I am not sure ebay would have allowed it but maybe. I can only imagine what the shipping back to china would be! Except for the fq777 (cheap quad) they all come from china.

For the expensive upair I had no choice ebay just did it with my protest.

smertrios2007

I am wondering what would happen if I put a stop on this package to make sure I didn't get it!

fudjj

With the eBay return, you need to take pics for them so you really had to have that one returned to you,. You should certainly discuss your options with Yumi in regards to that one. They should give you a credit, if not a refund, but I'm sure they will want it returned.

What I suggest you do in future is stipulate a returns policy on your listings so customers can send them directly back to Banggood and save you the extra shipping charges.

smertrios2007

I have been kicking myself for not stating a return policy and really wonder if I would have had more control if I did.

smertrios2007

You know I have complained a bit about being 'blind' and didn't really realize until this very moment that banggood is kind of 'blind' to. They can know I paid them and that they shipped a new/unused item but they have no documented proof of this persons return request (except for those linked images which as part of the URL include the return#). Next time I call ebay I will ask for a way to make this public or at least available to others but no idea if they will.

fudjj

Yeah, a returns policy is really importnat, especially when dropshipping. It not only makes the return of a faulty product straight forward for a customer, but it usually keeps them happy as well. If they see a clear path to a resolution, they usually have no reason to then start screaming about it, so the process ends up smoother for all concerned.

Clarify what Banggood's warrantyreturns policy is and work your own returns policy around that.

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