Beyond disappointing experience
It has been years since I have been a customer and seller on this platform. While I enjoy shopping on this platform, I would say that the experience of being a seller here has worsened over the years. 1) Super bad customer service They say that they understand your concerns but they don't really genuinely listen to you. It all sounds very scripted and more than half the time I don't know if they truly know what is going on when they keep switching representatives to speak on the same case. I have also been a seller on Carousell for years. I have a dedicated representative that I can reach out to for any issues and he will get it resolved for me. 2) They don't know what is fairness Even with hard evidence sellers lose out on unreasonable returns. This breeds even more obnoxious buying behaviors for those customers who take advantage of the system. While it is hard to balance between siding with the customers, and siding with the sellers who are also paying them a commission and advertisements, they should at least have good judgment and a good explanation for their conclusion. I don't even know what is the point of giving evidence when nobody bothers to even read. 3)Now return policy has just gotten a notch worse Previously we are able to dispute or come to a compromise with buyers. Now, there was no say in anything apart from accepting returns or refunds only. I have evidence of items being delivered in good condition. But what if I receive the item in bad condition? Who should bear this cost? I'm selling fragile items and we do our own deliveries and allow customer to do a stringent check on the mirror and delivery guy will discard the box for customers after getting the greenlight that mirror is in good condition. There was a particular incident where a customer insisted to return due to change of mind, and she made a return via Ninjavan's delivery and packaged it the way THEIR customer service representative advised them to. My mirror sent to her was in good usable condition and it came back to me broken. The customer service representative blamed us for not providing proper packaging and we have to bear the cost of the damaged item on top of losing the first delivery fee.