So Your Item Isn't As Described
Earlier this week during my daily Instagram scroll, an Instagram story from Bethenny Frankel stopped me in my tracks: she had purchased a Chanel bag on The RealReal listed as being in “Very Good” condition and it arrived in… not quite very good condition (or with a dust bag that actually fit the bag properly). She took to social media to ask her audience for their opinion on this situation, included print-outs of the original listing from The RealReal, and commented that the bag was marked as not returnable. If she had known the bag’s true condition, she wouldn’t have made the several-thousand-dollar purchase.
What’s a gal to do, right?
A few things to point out here:
Screenshot from Bethenny Frankel’s Instagram account.
Most of us are not routinely purchasing bags worth several thousands of dollars when we hunt and peck across resale platforms. Doesn’t matter. If an item arrives in condition that is not as described, you, the consumer, can and should demand a full refund. I don’t care if it’s a $5,000 purchase or a $15 purchase. Most platforms will honor returns and refunds for items that arrived not described, even if they say they don’t accept returns. The process will be different for each platform, but in my experience, they’ll work with you. In my ~9 years of using resale apps, I’ve had a 100% success rate for platforms refunding my money for items not as described (to be fair, I’ve only needed to initiate this process about five times).
Pay attention to return policies. You may not need to file a dispute if the item is returnable.
Keep a (digital) paper trail. When purchasing on a peer-to-peer platform, always ask, “Does this item have any stains, flaws, or odors?” and request photos of any flaws before purchasing. If purchasing from a consignment platform where you can’t ask questions (ex: The RealReal), read the item description and condition evaluation carefully before purchasing.
Don’t be afraid to speak up. If you’re “on the fence” about whether the item arrived as described, that’s enough of a signal that the item isn’t as described.
Every once in a while, we make mistakes. As a buyer, maybe you skimmed the listing quickly and didn’t make note of a detailed flaw. As a seller, maybe you truly overlooked a discoloration. Be honest and treat others how you would like to be treated.