Saturday 16 Feb 2019

Case Study: Received Broken Products

You go on looking to buy 300 backpacks, which you eventually hope to sell for $25.  After doing a product search, you find several potential suppliers, all Gold Suppliers with nice-looking photos of backpacks for sale on their member Profile Pages.  You use’s TradeManager chat function to speak and negotiate prices with sales representatives from each company.  Eventually, you decide on a Chinese company named Baoxiang Baggage (Jiangsu) Limited Co.  The price is $5 per backpack, sea-shipping cost included.  This is the best deal from a price standpoint, so you agree to make the deal, even though the supplier wants you to wire the payment upfront to its Bank of China account in China.

Two weeks later, as promised, your shipment of 300 backpacks arrives.  Although the color and material of the backpacks are what you expected, unfortunately, most of the zippers are flimsy.  Some are obviously going to break soon.  You’re not going to be able to sell these backpacks for anywhere near $25.  You might not even be able to sell them at all without first replacing the zippers.

You contact Baoxiang asking for repairs and replacements.  Its sales representatives tell you that your order was delivered as promised, on time and in working condition.  You complain about the quality of the zippers.  But they reply that as long as the backpacks arrived in working condition, Baoxiang has fulfilled its end of the bargain.  The zipper issue was never discussed during the negotiation process and, therefore, is not a material issue as far as the deal goes.

You complain to, but its customer service agents tell you the same thing.  The backpacks were delivered on time and in working condition.  The zipper issue was never raised during your negotiations with Baoxiang. will try to ask Baoxiang to issue you a partial refund, but Baoxiang is under no obligation to give you any money back.



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