Customer Issue - Model set with missing parts?
I thought there was no type of customer complaint or query that I hadn’t dealt with. I have boiler plate responses ready for almost anything, but I have just encountered a novel (for me) query.
It relates to a construction model set and the customer tells me two pieces are missing. The sold item was new and sealed and in fact I have sold several copies of the same set without any issues. I no longer have any replacement copies and am unlikely to be able to get one. At the moment the customer is just asking me if i can send the missing parts
Are there any toy sellers or similar who have good messages to deal with this sort of query?
17 replies
Seller_09KaA3XjqoUPw
I would say the fact they are asking for missing parts and not a refund suggests they are genuine and you would have to refund them as its not complete?
Seller_P9WE9DmQhKbaT
Completely agree, I don’t thinks it’s a scam.
But I’m thinking it’s a bit like a jigsaw where somebody may have mislaid a part or accidentally thrown it away with the inner bag. I was looking for a polite way to suggest this, that then might result in me not refunding
Seller_qHzcAWcsPVCfg
Politely advise the buyer returns for a full refund as the item has sold out as you are required by Amazon to follow their set procedure.
Apologise for the manufacturing defect as the item was sealed, which must be the cause, unless the missing piece has been misplaced at the customers home.
Seller_s0Fyj0kEU4sRp
This happens regularly.
You can order spare parts directly from the manufacturer.
Just apologise, ask for the missing part number. Say you can order the missing part for them and state how long it will take for the replacement to arrive or direct them to how to order it themselves. Offer both options.
If they don’t want to wait then offer a full refund return even if they have started making the model as it is a faulty item.
When you get the item back you can complain to your supplier and get your money back from them.
Seller_64jziShTiTjOq
As the others have said, it’s apparently genuine if he’s just asking for missing parts. We must all have opened up a flat pack of furniture and discovered that it was missing vital parts, usually custom-made screws! I’d suggest a reply along the lines of:
“I’m sorry to learn of your disappointment that parts appear to be missing from the kit. Could I ask you kindly to check under furniture etc where you unpacked or started assembling the model, just in case the parts have fallen behind or underneath them. If you can’t find them, please return the whole kit to me using the attached reply-paid label. Unfortunately, I am unable to supply replacement parts as I no longer have stock of this kit and the manufacturer has stopped producing it. However, I will make a full refund of the price you paid as soon as I receive the kit”
Obviously, the kit is no use to you if it really is defective but it ensures you’re not going to be scammed for a refund without return. If the customer replies that he can’t return it because he’s disabled/50 miles from a post office/in mourning for his dead cat/being held hostage by terrorists [delete as appropriate], you’ll know he’s just after a free item
Seller_lf5vv8vF2sGlR
I’ve been in the toy trade for 30 years.
All decent model makers (Lego, Knex, Meccano, Airfix, Revell, Tamiya) will supply spare parts straight to the consumer if a part is missing - it happens sometimes.
The chinese makers of copies and similar products, and the cheaper brands of model kits do not offer this though.
Seller_AaTSN0AimLp9O
It doesnt matter what others would do to try and avoid refunding, if they open an A-Z not only will you refund but you may well get a negative feedback and your account tarnished.
Just do the correct thing. Simples.
Seller_5YnUBBEgHZOv5
I’ve had this happen to me (well, my husband is a keen model maker, so he’s had it happen to him a lot). He’d normally just contact the manufacturer, but if it’s come to you, you should be able to arrange for the manufacturer to send the parts directly to the customer, or to you to forward.
Seller_xqoQgfCfzvBJC
I thought it was completely a extreme example, and you should make a fully refund or just send him the missing part for a idea " Customer is everything"
