Honesty matters
Mistakes happen. When they do, honesty matters.
After my first purchase was cancelled, I bought the same book a second time through a separate ThriftBooks eBay listing.
When the second order was also cancelled, I received two conflicting explanations within ten minutes from two different representatives.
First, I was told the item had been purchased simultaneously by multiple customers and there were not enough copies available. Shortly afterward, another representative said the book could not be located on the shelves during shipment preparation.
Both explanations cannot be true at the same time. In addition, eBay requires sellers to specify available quantity so that buyers know immediately when an item is out of stock.
I asked whether the order could be fulfilled when the book was restocked, since their own website indicates they regularly receive copies.
A supervisor replied: “I must emphasize that ThriftBooks cannot change or negotiate any prices listed on our site or eBay’s. There are established policies in place between eBay and ThriftBooks that we must adhere to.”
As an eBay seller of 21 years, I know sellers have tools (“send an offer,” coupons, revised invoices) to adjust pricing, and businesses can also resolve issues manually when needed. The supervisor’s statement was therefore either inaccurate or reflected a surprising lack of familiarity with basic seller capabilities.
I was not requesting a negotiation or a price match. I was asking that a contract entered into twice be honored when inventory returned. ThriftBooks’ apparent position is that “recognizing the frustration” is an adequate substitute for honoring a completed sale.
