How happy would you be??

Bought a torch for camping on ebay $50+ free postage, so excited. Go camping and 1st night torch no longer works, oh well I'll send it back as its faulty. Pay the post fee non refundable and wait. Receive mail, woot new torch. Doesnt work, wtf Faulty? Send email to company and this is there response -
We sincerely apologize for the problem of this item, and we would like to help to solve it. We would like to offer 60% refund of the full amount (including postage fee) to your paypal account.
Please advise if you accept the above arrangement and agree to leave us 5-star positive rating for this transaction to close this case.
We look forward to hearing your favourable reply soon.
How happy would you be??

Umm, not at all! I would counter. They have provided you with not one, but 2 totally useless items. You have paid for shipping twice. Plus, had their faulty product cause unnecessary difficulty, and probably expense, while camping. I would request a full refund including shipping or a comparable exchange (different brand/style) in order to be satisfied enough to rate this as a 5 star transaction.

agreed, full refund of all out of pocket expenses or threaten to give them a poor rating

If you think about it, if you take a faulty item back to a major retail outlet, they refund in full no questions asked. Why would it be in different in this case?

They absolutely need to either give you a FULL refund of ALL expenses, or else ship you a WORKING torch at their own expense.

I recently purchased a heavy cotton candy machine on eBay and received it in non-working condition. The company ended up having to pay to have it returned to them, and then pay again to have it shipped back out in working condition. (Three trips across the country at $32 each.) I imagine they actually lost money on the sale, and they weren't happy about it, but it was the ethical thing to do. Sometimes we have to take a loss to make things right. I would rather have had it working the first time, but I gave them full stars for refunding my return shipping and fixing the problem. I hope your seller works things out for you. Sending you TWO worthless pieces of junk and then only offering to refund 60% is not acceptable.

Gosh, at this point, I'd sweetly & firmly ask them to add something for your inconvenience as well...like a working item AND a full refund plus shipping if they REALLY want a 5 star rating....You get 5 stars when you earn them!

I brought a Google android off ebay a few months back, when it arrived it was damaged, the packaging was crap and the product completely unusable. I immediately contacted the seller, very very apologetic but refused to pay return shipping (as stated they would in their ad in the first place for faulty items) It took almost 6 weeks of emails back and forth to get a full refund of my item (i wasnt going to wait for another to arrive as they wouldnt send another until the one i sent back had arrived) They ended up paying half the refund when i sent the item back, then the other half when the item arrived, then after all that they copped a rather short and to the point email asking where my refund for shipping was, they finally refunded that too. We ended up leaving negative feedback for them. They screwed me around too much, its the first time i have EVER left negative feedback and hopefully the last.

Moral to this - stand your ground, once was bad enough but twice? Then the cost of the return on top of it? I dont think so!

The good side to this story - with my refunded money i brought my first paint set and here i am today

i have settled for 70% plus postage , so im out of pocket $15, they said i could have a 100% refund if I posted the 2nd fualty item back.. hence another $15 out of pocket. Ebay told be that if anything arrives faulty log a claim asap and with paypal 2 as you only have 45 days to log from the date of purchase. I would have recieved my money from paypal, but because I followed the return requirement of the seller and its taken nearly 8weeks I have lost out and have nothing to fall back on but, I will be leving very bad feedback... and I believe in karma!!!

Feedback is actually a huge deal to ebay sellers (my MIL sells vintage clothing on ebay) Most sellers will bend over backward to keep their 5 star.