And lastly, I have to disagree with some of the posters saying the seller's response was fine. What he SAID was ok, it's more about what he didn't say. The 2 guys behind the seller account are businessmen. Their (self appointed) job is to interact with customers in such a way that generates more sales, not less. So context is important. I would be surprised if most of the people making that argument haven't grumbled about a less than bubbly fast food cashier, etc... Customer service is important and it's kind of a lost art these days. So if I had the same experience as the OP, I certainly would avoid that seller in the future, maybe unless they had something that was completely unique that I really wanted that I didn't think I would get as good a chance at getting again.
Yo O-Monk! I find myself in total agreement with virtually everything you post. But something about the above smacks a little of entitlement to me at least.
People operate businesses or their side hustles for their own reasons. I wouldn’t suggest thinking you can read their minds or presume to dictate how they should operate. The market sorts out what’s acceptable business practice automatically over time. Those who don’t know, or can’t learn, how the game is played go home after awhile. And if these guys have been at it for 20 years as you said, they’ve long since figured out what works for them and
the people whom they want to deal with.
I know a few private instrument dealers where I am who won’t even talk to you unless they got to know you somewhere else (like a guitar show or auction) or you came with an introduction from an existing customer or supplier of theirs. They aren’t doing it so much for the money as they are the fun of doing it. They love the stuff they deal in and love rubbing shoulders with the people who know and love the gear as well and as much as they do. And they do a steady stream of hassle free and profitable business.
So being willing to sit down on your carpet in the bazaar and haggle with a total stranger over a cup of tea isn’t the only way to conduct business. And in between those two extremes there’s plenty of room to find your own spot on the business style continuum.
So was the OP’s request reasonable? That all depends on several factors for the seller that are outside our ken. At the very least they’d need to modify the listing on the unsold guitar they're switching the case on. I don’t know what Reverb’s policies are on doing edits after the fact. Possibly you’d need to pull the listing and submit a new one since detail changes could potentially mislead the people already watching your ad if they miss the the change and later decide to pull the trigger. Something that could also lead to issues if they don’t receive what the original ad said. So I can understand having a “no substitutions” policy.
I can’t speak for anyone but myself. But experience has taught if somebody isn’t happy with the product as listed, then they’re not going to be any happier with it once they actually receive it regardless of what you do. The two times I agreed to a concession on anything other than price on Reverb, I had major post sale hassles with both buyers. Hassles that ended with me taking the items back, issuing a refund, and paying for the return postage just to end the back and forth messaging. Never underestimate the power of buyer’s remorse.
So these days any Reverb or eBay listing of mine now clearly says: “item(s) as described and photographed - and sold as is” along with ”not accepting offers.” and “all sales final.” My return policy is also clearly spelled out. And I ignore messages and offers from anyone who ignores that.
Sad thing is, regardless of my theoretical “no return” policy, if someone isn’t happy I’m going to do an immediate return and refund. Because (a) I don’t want the buyer deliberately damaging what I sent them to bolster their claim; and (b) eBay and Paypal will invariably side with the buyer regardless of merit and refund them their money anyway. So best practice is to get your stuff back, give them back their money, and get it over with.
In person I’m a lot more easygoing and accommodating. But dealing with an complete unknown who is sitting behind the imagined anonymity of the web is another thing. Sad but true.
