What darts are not designed for!

Our Company has a store on eBay, http://stores.ebay.com.au/The-Games-Squad. What customers like about eBay is that it offers excellent buyer protection. It's policy to protect the buyer before the seller, however, can sometimes cause you to tear your hair out.

eBay dishonest buyers can get away with literally anything they like. Here is one such scenario which I have been battling with today. A continual conversation with someone who seems to be conversing in an unknown language. But, I do get the gist!

Well, how can I elucidate this matter to you the reader today! It appears the some eBay buyers do not understand that retail stores like our own do not make the products in their store. Just like a land based store we purchase our products from wholesalers across Australia.

Today, I had an eBay customer requesting a refund for a dart set he received. They are a great first players dart set 'Powerbolt' by the English brand Target and endorsed by the great dart player himself, Phil Taylor. The dart set includes brass barrels, pro grip shafts and 'Power' flights. All great quality.

I generally photograph the darts alongside the invoice, and then send it as an attachment to the customer, so they safely know that their product is genuine, brand new and on it's way. However, on February 20th, I only photographed the packaged item, showing the satchel and address. Big mistake! How did it happen! Well, my camera ran out of battery, so I could not follow my usual routine. That simple!

The first email came from the client yesterday. This is what he emailed: "Hello I thought to address before leaving a negative review however the items that arrived came in very poor condition, after one weak throw against a tree they suddenly broke."

HANG ON A MINUTE! Did he just say that after one weak throw at a tree they suddenly broke! Now I am trying not to be facetious, but darts are not designed to be thrown at trees. That is why the dartboard was invented. Or is it that a chicken and egg thing! I have made a dartboard so now what do I throw at it! Well, definitely not a tree!

Now, being in the retail industry, you must at all times treat the client with great respect, which I did. I sent a reply email: "Hi there, to have a fault with these darts by Target is most unusual. Can you please take a photograph of the fault for me. What do you mean they arrived in very poor condition? We use a thick eco-friendly padded satchel, was this damaged please? I await your response, Kind regards, Louise." And then my mind awakens from it's slumber, so I send another email very quickly. "By the way, are you telling me, you threw them at a tree? They are designed for dartboards only. They are not designed for trees."

His responding email: "After one of the darts was thrown at a tree and broken, I realised I shouldn't throw them at a tree. After I went to get the other 2 darts from the package, I was disappointed too see the other 2 wings in very poor condition."

Ok, everyone, just in case you are not dart savvy. The wings are the flights that you place on the end to give the dart aerodynamics, and depending on the flight chosen, drift. The packet of darts comes with three darts and three flights. The dart comprises of the tip or point, the barrel, the shaft and then the flight. The barrel usually has a manufacturers guarantee. The other components are known as perishables and within the lifetime of a dart will often be replaced. For instance the tips may become blunt or break "against an innocent tree" , or the flights become damaged over time due to robin-hooding, where they are struck by another 'friendly' dart.

So what is this client saying now! Only one dart broke! However, two flights were damaged. Ok! I am going to give him the benefit of the doubt. I will send out a new set of flights. My next email: "Hi there, you are referring to the flights. For them to be damaged is very strange. You need to gently place them on the shafts. I will send out a new set. Kind regards, Louise."

The clients response: "Hello, I'd much rather a refund please as I am looking to purchase other ones instead, thanks." Now, this is why eBay fails the seller. What, this buyer wants is a refund and to keep the darts, or else he will give negative feedback. No one wants negative feedback, it drives customers away, because unlike you today, they don't get to see this diatribe.

So I try a new tact. "Dear Sir, you will need to send the darts back. They were in excellent condition when they left here. I packaged them myself. There was no sign of damage. I thoroughly check them. We are a small retail store, not a giant wholesaler, so checking before postage is very important to us, especially in cases like this. You have used the darts in a manner 'not fit for purpose'. They are not designed for throwing at trees. I can also see that you have damaged the flights where you tried to attach them to the shaft. A refund is impossible at this stage. I am hoping that you are an honest person and can see that you misused this product. I also sent a photograph of the package for post, to show you that the dart set was ready for postage, and the package was intact and not damaged. No matter what dart set you buy, if this is the way you treat them, none will last very long. If you wish to escalate the matter please go through eBay to organize a refund. Kind regards, Louise."

Did this new tactic work! No!

The clients response: "Dear Louise, as the darts came in poor condition and I spent $20 on them and since you can't give a refund. Can you send a new set of darts not just flights. They broke very easily and I was not informed they were just for a dartboard. A complete new set of darts will be appreciated."

Now, lets get down to the nuts and bolts. Just in case you were not aware, darts are not designed to be thrown at trees. It doesn't state that on the packet, I know! But it's a bit like using hair dye in the fish pond and the wondering why the pool and fish have gone brunette.

So, what do I do? Well, I have written this blog, so you the reader can go out there and let the World know that darts should not be thrown at trees. Trees deserve better! And darts should be played by people and all the surrounding cheering crowd, especially given my aim, dressed in full armour!