Reader 244

Hi FT,

I just wanted to share an experience I had with an online 2nd hand designer goods shop. First of all, do you think it is reasonable to ask for many pictures of the item especially when the item is branded? Secondly, do you think that the shop owners would have the decency to inform you that the item is damaged in some way the first time you ask? I'm not angry but I am annoyed that this particular shop didn't seem very forthcoming in telling me about the product the first time I asked. I was interested in one of their handbags which was selling at a really low price. From the two pictures on the website, it looked like it was in really good condition even though the description did say its condition is 70%. Due to this detail, I know for sure that there are some problems with it. Naturally, I emailed to ask about this bag and to ask for some more pictures. I got a reply telling me that - it is in very good condition and for me not to worry about it - that was it...no pictures attached. I thought ok...they probably just overlooked that part of the email...fine...i'll email again. This time I asked how they knew it was genuine and again to ask for more pictures. They replied and gave me a list of their policy which didn't tell me at all how they know it's genuine, one line read "We have the way to prove it is that genuine befor collect from clients or..." What "way" is that? It still doesn't reassure me at all. So I thought I would do my own research but I need more pictures of the bag which they still haven't sent or let alone acknowledge! They have a habit of ignoring my questions but when I show interest of buying by asking about CODs and postage, they answer that straight away.

Anyways, to cut it short, I did get some pictures in the next reply from them. One was a new picture while the other two were the same ones they had on their website! A whole lot of good that is! I called them in the end to talk to them and this is when the truth comes out after all that emailing! They finally told me that the bag is damaged in the inside pocket, she said she couldn't explain it so I asked for pictures again and she said ok. I also asked her on the phone how she knows it's genuine, she sounded offended that I would ask such a question but this is a natural question, I thought, to ask a blogshop that has no guarantees on the product's authenticity. So, I got the picture of the damaged pocket and it looks bad. I couldn't figure out what went on in there! It looked green like mould or something and the coating of the fabric was torn. You would think that they would have told me that right at the beginning when I asked about the condition of the bag, don't you think so? What if I had bought it and only realised this after I got it? They have a no refund and no comment policy which means I would have been cheated!

I just think that these 2nd hand designer shop owners need to tell the truth from the beginning about their items and I think they need to provide more than 2-3 pictures of their items. These are designer items, the amount they are asking for is still quite high. I know some people will say "then don't buy 2nd hand items" but that is just being ignorant. Sometimes we do find good bargains but we still need to know that it is authentic otherwise we will have been cheated. We should get as much information as possible about the items just like people do on ebay where they give pictures of all angles of the item. They don't have to post it on the site but at least they have it ready to be sent off when customers ask for them. I also don't want to go back and forth about the item through email or SMS because I know it's a nuisance. If they provide all the information in the first place, it would be a lot easier AND a decision could be made a lot quicker!