How should I respond to a defective purchase claim ?
I sold a Turbochef oven to someone. It’s a countertop commercial grade oven. They asked quite a few questions before purchasing which is normal. Purchase price is $1,300 so I expect someone to do their homework. But they seemed very skeptical of the quality of the item and wanted to ensure they would get their money back if it didn’t work for them.
It was a freight shipment and I know I packaged it and protected it very well. It arrived today and a few hours later, the buyer messaged me saying they didn’t know the legs of the oven were loose and that they wish I would’ve told them before they bought it. They said they had a handyman look at it and said the legs need to be welded back on. That the oven has fallen over once.
In my listing description, I did mention the legs were loose. However I also mentioned the oven sits level and stable during all of my tests. I had no issues.
My question is how do I respond to this message? I don’t want to upset the buyer, I don’t want a negative review, and I don’t want to give a refund if he’s at fault. Maybe I’m just asking for a piece of cake and wanting to eat it too lol.
Any advice is greatly appreciated!