eBayers, Beware
January 8, 2005
9:34 a.m., MT

This is an unusual step for me; I generally prefer to keep private disputes private. However, in part because of the series of events that I've been through over the past two months, I've decided to share the amazing saga of what was probably my last eBay transaction. I'm doing so because I'd like others to profit from my experience, and to be more fully aware of some of the potential challenges of using the eBay system.

I resisted signing up for eBay for some time because I was skeptical of how well it worked. What pushed me into it was a last-minute need for some expensive items that would have required much travel and extensive shopping to procure -- if I could find suitable items. Realizing eBay could be a very handy solution to my dilemma, I signed up, and was able to get everything that I required -- and at much lower cost than regular retail. I was happy. Very happy. I began browsing eBay from time to time, whenever I was hunting for something unusual or specific.

I hate shopping at malls -- well, shopping in general, truth be told -- so eBay became a very convenient alternative to driving anywhere to browse and/or shop. I always checked the feedback of a seller (and read several entries, including all negative feedback, if any existed) before bidding on an item too, so that I could be relatively confident I was dealing with someone worthy of my business, and more importantly, my trust. Here's my member profile with all feedback.

My last transaction, though, turned out to be a cascading series of mistakes, the first of which was mine. I was looking for something very specific, and I wanted it ASAP. A candidate caught my eye: it was prettier than I'd hoped, not too expensive, and appeared to serve my needs. A look -- a too-cursory look, which proved to be the root of my problem -- at the seller's feedback showed some potential concerns, but in my hurry I chose to override those. Here's the current feedback in the eBay member profile of the seller -- Door to Door Auctions [private web site link, not an eBay link] -- please note that it is very likely to be different in general tone than what I saw. (I'll abbreviate the seller's name as D2D in future references.) The individual who appears to be owner/proprietor of D2D is Johannes Pohle.

I realize that in any dispute between a buyer and seller, there are different views, and differences of opinions as to who's "wrong". I know they exist in this case. I'm not going to go into that, because it isn't really relevant. I'll do my best to focus on the customer service problems I had, and the seller's responses to them.

First, the auction listing had the following information on the page:

Matching pillow shams (shown in photo to the right) can be added for $5.00 each. Hint: try using these matching pillow shams along with various solid color pillows for a totally personalized look. (If you are the winning bidder and wish to purchase the pillow shams please email us with this request prior to paying.) [Emphasis mine]

I followed these instructions, requesting the shams be added in my first email to D2D after I'd won the auction. I got no reply acknowledging the request. When I mailed my payment, I printed out the invoice page, again following their instructions, and included the text of my previous email requesting the shams. I also hand-wrote a note on the invoice including my request for the shams, and pointing out the additional payment for them.

When the package arrived, there were no shams. Nor was there a refund, nor any kind of information regarding why I didn't get the shams or a return of the extra money I'd paid for them. Moreover, the item wasn't satisfactory.

I emailed D2D, informing them of my unhappiness with the item, and telling them I would be returning the item. I also included the ignored sham-request exchange, and expressed my disappointment at the poor customer service. I got a quick reply, and was hopeful that the matter would be successfully concluded.

It wasn't. I waited for followup, and got none. After I followed through on my threat to leave negative feedback if action wasn't taken by the deadline I'd set, I learned that the package "hadn't been received". Here's the feedback I left (you can see their feedback for me in a previous link to my eBay profile):

Poor comm, worse service; returned item a month ago, *STILL* waiting for refund.
Buyer sunni-snake ( 9 ) Nov-29-04 16:13 4326841560
Reply by doortodoorauctions: Unreasonable!;Quilt dealer never verified that we rec'd quilt; We always refund Nov-29-04 18:27
Rating Withdrawn: Buyer and seller mutually agreed to withdraw feedback for this item

In part, I suspect, because of the disconnect between the eBay seller and the actual seller of the item, it's possible that my returned item was received but not recognized as a return (I used the original package). I did not insure the item, nor pay to have it tracked -- my second mistake.

D2D then pursued mediation through SquareTrade. I agreed, not because I didn't stand by my negative feedback but because I wanted at least the money back for items I'd requested but never received. Mediation proceeded quickly, and closed with acceptance of these: terms that D2D would refund me $20 by 12/19/04, with the remainder to be sent if and when someone verified the receipt of the returned merchandise; and both negative feedbacks would be withdrawn. Of course, I was going to be away then; and I knew I'd probably not be able to check on whether the terms were kept and to take followup action if they weren't. That was acceptable to me; I was quite certain I'd never see all my money back, and now I was primarily interested to see where this adventure would go.

Lobo verified, well after 12/19, that I'd received nothing from D2D. Upon my return home, a thorough examination of all mail received showed that to be accurate. I was highly disappointed, but not surprised, given D2D's customer service record to this point. I began considering using the free market and my web site as tools to help keep others from falling into the problems I'd experienced with D2D. It was hard to justify taking the effort to create such a record ... until now.

Yesterday, 1/7/05, I received a $20 check from D2D. It was dated 11/30/04 -- the date I notified them that I would be returning the auction item. Just to be clear, the date our mediation agreement was settled is 12/11/04. If it hadn't been for D2D's deception in dating the check, I most likely would have let all this slide, and just chalked it up to experience. But any individual or company that cares so little about integrity, about honest exchange of information and value as Door to Door Auctions apparently does, deserves to have its shameful practices exposed.

That's why I've spewed all this out this morning. I'm not interested in revenge; I'm not out to destroy D2D, and know that I don't have the reach to accomplish that even if I did want it. I'm just offering my experiences with the company up to the internet, so that any one who might be considering doing business with them may find my story, can read it and make a more fully informed decision about doing business with D2D.

As far as eBay goes, I'm not sure that I'll return to it again. Its structure seems to enable, rather than discourage, these kinds of problems; and it locks users into accepting unsatisfactory tools for handling problems. If you look closely at D2D's "positive" feedback, you'll see many neutral or negative items lurking behind the green icon ... a sign that eBay's feedback/rating system doesn't work as intended.

I don't recall how it came to my attention, but I've been keeping my eye on another, new auction web site. I've read their information, and I like that their structure seems much more free-market-based than eBay's ... but I've not used it yet. I'm not going to sign up for any company without seeing a user agreement, for starters! For anyone else who might be interested in eBay alternatives, I invite you to check out Jittery, and if you're so inclined, share your thoughts here. For those who'd appreciate a boost on due diligence, here's a Google search link for its founder, Jonathan Ruff.

And now, I'm off to what will certainly be a more pleasurable activity on this lovely, quiet Saturday morning ...

Addendum 1/22: I have learned that Door to Door Auctions has closed. In doing my research when composing this essay, I saw that several individuals named Johannes Pohle have an internet presence. While they probably don't like having an item like this turn up in a search on the name, I'm leaving it up so that it'll be a reminder for the Johannes Pohle who is responsible for my poor experiences, and a warning to any potential investors, business partners, or customers.

And while I'm here, it appears that Jittery is dying a slow death. That long-awaited user agreement seems never to have been completed, and the site is much scaled back from my last visit.

Sunni

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