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I just got a framed set in the mail and it was broken. What do I do?

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I just got a framed set in the mail and it was broken. What do I do?
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supertank

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I purchased this framed set off of eBay and I just got it in the mail today.
pin51299

Pin 51299: DLR - Featured Artist 2006 - Tim Burton's The Nightmare Before Christmas - Holiday Towns Doors (Framed 8 Pin Set)

I paid over $200 for it plus $15 shipping (I actually got two framed sets and was required to pay $15 per set because these things need to be shipped so well, and they're so expensive... total for the two sets and shipping was something like $330). Well, the set was badly damaged in the mail. And I don't know how they could have expected any other outcome. The set was wrapped in bubble wrap and brown paper. That's it. Of course the corners weren't very well protected, and it was damaged in shipping. The left portion of the frame is separated from the top portion and the corner is gauged with missing wood. It looks like it was dropped and landed on the corner and it split it. Also, some of the pieces that hold the frame in from the back have snapped off. Needless to say, I'm pretty upset. The issue is that the set comes available so rarely, and I don't know how long it will be until I can buy another one again. It's not bad enough that it's ruined, but it certainly isn't in good condition, and not worth the price I paid. Would I be justified in asking the seller to reimburse me for the cost to repair the frame? Should I just send it back and hope to be able to buy it again and pray the seller knows how to ship it? Should I just leave neutral feedback for the awful shipping job and move on? What would you do in a similar situation?
 
Aww man, that sucks :( Such an awesome frame set too (I have one as well).

I think you should message the seller and tell them what happened, possibly send them pictures of the damage. They could have done so much more to have prevented it from being broken. I just bought a framed pin set off eBay and received it a few days ago and they shipped it very well. Tons of bubble wrap and inside a cardboard box that was bigger than the frame itself, the packaging was excellent.

Did you put Insurance on it?

The set wasn't sold by thebluemailbox on eBay was it? If it was then I am really surprised it wasn'y packed up well because they are who I bought my set from and like I said above, the packaging was great. And my framed set has glass and everything.
 
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If it came damaged, I would take photographic evidence and try to contact the seller for most of your money back. If they are unwilling to help, make sure to file a claim with ebay, they will be most helpful (in at least getting your money back). You might not get to keep the item if ebay has to get involved.

I would state to them how much you're asking for back to fix the damages caused by the poor packaging. I had a similar thing happen to me when I was shipped a defective PS3. The seller refunded me the cost to fix it.
 
I would message the seller and if you are wanting to keep the item and pay for the frame fixing then express that in the message that you would like a partial refund for this due to the poor packaging of the item. If seller is not helpful with the matter then the other option of escalating to ebay/paypal (if payed this way). They are quick to get things resolved and they do usually side with the buyer.
 
I have been on ebay forever. If you dont want to keep it, Simply contact the seller, and he should take it back. If you do, Ask for a partial refund. Problem is , he may say -- I will refund you but ship it back. If he gives you a prolem at all, file a claim. Sucks.
 
I think I have one of those framed sets that I'm not particularly attached to that I'd be happy to sell you to replace that one. I even think mine has the original box the framed set came in
 
Did they send it in a box or large envelope? Be sure to take pictures and then contact the seller and let them know what has happened. Se what they want to do about it. Be sure to not be snarky about what they did packaging it. You could mention that you thought they would have done more to safegaurd them. Most sellers will work with you so they get good ratings. It is actually more important then what is said on the feedback as far as ebay is concerned since they get discounts on their fees if they keep a 5 star rating.
 
Are the pins themselves in good condition at least? I think whether or not I'd keep it depends largely on that. If it's extremely rare and the pins are fine I would contact them about paying for the frame repairs and get it fixed, but if the pins got damaged as well I'd likely just return it for a full refund myself. That is such a cool set, I hope you can get this resolved one way or another!

earchivist said:
I think I have one of those framed sets that I'm not particularly attached to that I'd be happy to sell you to replace that one. I even think mine has the original box the framed set came in
Click to expand...

And this looks like an option!
 
I would request reimbursement to have it fixed from the seller due to THEIR poor packing job; if they have any sense they insured it anyway and will get a pay out from the post office. Anytime I send glass/breakable collectibles I insure for the full price of the item in case it is damaged. However their packing sounds so bad the post office may deny their insurance claim as their own fault. Regardless that is their problem.

If you can live with it, request them to refund you the cost of repair (maybe get a quote from a framer?) or if you can't, return it and hopefully find another one in the future.

Depending on how well they work with you, I'd leave neutral or negative feedback. (Positive if they are super awesome about it and really help you get things sorted out. They may just be new to shipping breakable things.) If they put up a big argument I'd go through eBay by opening a claim and taking pictures of the damage and packing materials. eBay will almost always side with the buyer and yank the money back from the seller for you if they aren't willing to help you. Just be aware if eBay handles it they might get you a full refund and require you send the item back to them, so you may loose it.
 
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Honestly, Since you got the offer on here to replace the one you got, I would return it. As a collectable, It will be worth more value it is original VS having the frame fixed. PLUS, Who whats to go through the hassle. I would contact the seller, tell him you are returning and buy the one of the person on here offering it , especially if it is for around the same price.
 
The first thing I would do is contact earchivist and see if you can work out something to purchase theirs. If yes, then I would contact the seller and tell them you want a complete refund. If they want the pieces back, then they can add money to your refund for the return postage. If you can't work out something with earchivist and you are OK with keeping the broken set, I would ask for a HUGE discount to make it worth your while. Personally, if this were for my collection, I would want it as close to mint as possible. It would have to be one incredible discount for me to keep something broken....
 
Agree completely with Poohlady5 except for one think. Ebay does not work that way. EVEN if an item is damaged in shipping, and that is what the seller will say, You are responsible for returning the item on your dime. IF the seller is decent, he may offer, but according to ebay rules on refunding, he does not have to. Most dont. Been on ebay for 12 years. Have returned a ton of stuff becasue - not as described, broken, or something else. Always had to pay the return shipping. Ebay rules. They do refund full purchase price PLUS the shipping costs that you originally paid.
 
Thank you everyone for your advice. I contacted the seller and opened a case last night. It sounds bad saying 'open a case' but that's eBays terminology. I just went the route to make sure there was documentation accessible to eBay that I had opened a line of communication with the buyer. I maybe should have waited until this morning to send it to avoid sounding snarky as someone said above, but oh well. I tried to be cordial, but I didn't hide that I was disappointed. I got an e-mail from eBay saying that the seller is refunding my money. They haven't contacted me asking what they want me to do with the set, but my assumption is they want it back (I know I would). Yes, I will have to pay return shipping, but that's not too big of a deal. I have PM'd earchivist and offered to pay for, or trade for their set. I would love to add a mint set to my collection, especially since I have quite a few and they are all in great shape. Thank you all for your advice and replies. I will likely leave positive feedback for the seller when all is said and done because they did make it right in returning my money, and will now have a damaged set to try to resell. Thanks again, I'll keep you posted on how things go.
 
After theh transaction is done, you will not get refunded UNTIL you return it -- PLEASE USE TRACKING!!!! AND - -The seller recieves it back. With a case opened , it will now all be steps.
Your next step will be to ship.

THEn you will get your money back once Ebay sees it has been delivered back.

BUT -- The transaction will in the end be cancelled , and you will not be able to leave feedback for one another.
 
Supertank, sorry to hear of your broken set! I can't even BELIEVE how they packaged it for shipping!!! It should have been shipped not only in bubble wrap & paper, but a good box as well! I work in a mailroom & I just cringe when I see how poorly some items arrive to us because of poor packaging! Glad you can get it resolved and how nice that a DPF member asked if you wanted to buy theirs!
 
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