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I need to vent to a sympathetic audience.
I sold my "like new" Larrivee on Mandolin Cafe a couple weeks ago. It was truly perfect with only some swirls on the pickguard. It could be sold as new in any Larrivee dealer. Even the case was perfect, and the warranty card is unregistered. These sell for $1500 new and around $1K used. I sold it for $925 plus $100 including shipping/insurance/PayPal fees. The deal is, he returns it, he pays shipping both ways and the guitar comes back perfect, as it went out.
I shipped it off to SC from WA. The buyer wanted me to use FedEx so he could have it held for pickup. I wanted to use UPS because it's about 20% cheaper, but I acquiesced. I worked in a guitar shop for 6 years and have bought and sold guitars, dobros, and mandolins. I have packed and shipped probably 200 instruments, maybe more. I always pack out the headstock and the box. The guitar doesn't move in the case and the case doesn't move in the box. Never had an issue.
The buyer texted me the night of the arrival and says there's a 1-2mm gap at the neck heel, treble side. He sends pictures. Yep, there's a gap. I check the pictures I sent to him as I packed the guitar, and that area isn't clearly visible. (But there was no gap when I shipped it!) He wants to reverse the sale and I should refund his money and he'll ship the guitar back. I tell him no that he sends it back and I refund. I offer him $200 off just to not deal with it. He is miffed and says I should trust him. (Ever get your money back from a department store over the phone promising that you'll bring the merchandise tomorrow?)
I ask him to open a dispute with PayPal, so I can have proof that the guitar is on my way back. Then I refund when it arrives. PP immediately takes $1025 out of my account. What? I call PP and ask them how do I make sure that I get the guitar back before I give him my money? She says that I need to escalate it from "dispute" to "claim". I do that. He ships the guitar. I get it and there is no damage to the box. There is, indeed, a gap. There is also a hint of glue clinging to neck at the gap that makes me think it took a big hit. And there is a big gouge and dent in the neck of the case at the treble side (bottom). I mean a gouge that you rarely see in cases. That didn't happen in a box fully packed out in bubble wrap. I texted him with pictures of the case and he says it must have been there when he got it. Not hardly. My guess is he dropped it or bashed it somehow, virtually right out of the box and decided to return it.
Ultimately, he got $1025 back from PayPal, but had to pay return shipping. And I am out $127 for shipping and probably $400-450 for a neck reset. I am sad to lose $500-600, but I am even more upset about the damage to a beautiful guitar and case.
I'll never again use PayPal as a seller. I'd do it as a buyer, because it is clear that they fully favor buyers over sellers.
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