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Conterfeit Perfume
I bought in good faith Chanel Perfume, when it arrived and opened the perfume colour was different to what I am used to, I contacted Chanel in the UK. They sent a self addressed envelope to return it to them. They examined the bottle of perfume, the came back to me with the result that the Chanel Perfume was counterfeit and would return it to me. I then contacted EBay over this, their reply was " tough" we will not help in getting a refund. Since when does EBay sponsor people sell fake products ?
39 comments
*vyolla*
Mentor6 months agoChanel won't return a fake bottle of perfume to you, does their message really say that?
What they'll do is destroy it but you'll have confirmation in writing that it was fake product and has been destroyed by them.
Can you just clarify what their message actually says?
ucantool2
OP6 months agoI have the copies of Emails from Chanel, I would enter them here but Drag and drop says it does not accept the format they are in.
ucantool2
OP6 months agoPlease enter 10 or more characters here. What does this mean
**peaseblossom**
Mentor6 months agoSorry, I forgot you didn't have it. You'll have to try your payment provider. Good luck.
*vyolla*
Mentor6 months ago@ucantool2
That message from Chanel doesn't say anything much though, it's just asking you to contact them, it doesn't say that they've received the perfume and that it's counterfeit and that they're sending it back to you.
ucantool2
OP6 months agoI have managed to copy and paste the second Email its here some where look out for it.
It says all you need to know
ucantool2
OP6 months agoPlease enter 10 or more characters here. What's this all about
ucantool2
OP6 months agoI have managed to post the 2 Emails from Chanel look out for them, the answer is in the number 2 email.
*vyolla*
Mentor6 months agoOkay, that's great, you have confirmation from them in writing that it's fake.
I'm totally surprised that they're returning it to you though.
So, how long ago did you buy it from eBay and did you fund the payment with a debit or credit card?
ucantool2
OP6 months agoOkay
I purchased the perfume 08-01-26. I received it 14-01-26. I gave the perfume s a present the 17-01-26. I was told it was fake by the person I gave it to 23-01-26. I received it back the 25-01-26. I then contacted Chanel the 27-01-26 (I hope your following this Email) Chanel replied to my Email the 29-01-26 saying they would send me a self addressed packet to return the perfume which I did posting it back two days later. we are up to about the 02-02-26. We waited about a week no reply from Chanel so Emailed them asking if they had received the perfume yet, no was the answer, so Emailed them the proof of postage. So Chanel looked into and found the bottle and confirmed it was not authentic, counterfeit, fake. at this point I contacted EBay.
ucantool2
OP6 months agoI paid by PayPal
ucantool2
OP6 months agoI have now requested a refund from the seller today, did not want to go down this road but PayPal told me to do this first.
tressygirl
Mentor6 months agoThey are correct, if you are still within 30 days of the item's last estimated date for delivery you must first open that case as described above with eBay.
Do not open one with PayPal at the same time, as this will then look as if you are after 2 refunds.
The seller has 3 days to refund you, if they don't or they don't send a label for the item's return, escalate the case, ask eBay to step and they'll force the refund.
Hopefully you're still in time , open the case now.
@ucantool2
ucantool2
OP6 months agoI have the bottle back from Chanel find the Email 2 that I posted from them.
red_magpie
Mentor6 months agoSince when does EBay sponsor people sell fake products ?
They don't, but they do clearly state the 30 day time limit (from the date of delivery) to open a case under their money back guarantee. In your otherwise very clear account of events you unfortunately omitted to mention any dates.
eBay normally gives very strong support to buyers who receive counterfeits. They usually take the buyer's word that the item is not authentic, require the seller to send them a prepaid return label and refund the buyer on return.
Did you perhaps leave it too late to claim? If so, I would hope they explained this when you contacted customer support. Surely they didn't just say "tough" without any further explanation?
tressygirl
Mentor6 months agoI'm sorry! You contacted eBay Customer Services and they said tough when you received a fake item !
These were their exact words! ? I hope this was a Live Chat, as that is then forwarded to you on an email, please screenshot that conversation we can forward it so it can be taken further.
Are you still within 30 days of the item's last estimated date for delivery? Then, proceed this way...
You have received an item not as described, go right of the item in your Purchase History and from More Actions select... Return this item selecting the reason Item Does Not Match Description or Photos.
The seller needs to accept this case within 3 days and refund, if they want their item back first , they need to pay for that fully tracked return postage, then on receipt of their item they have 48 hours to refund you. If they don't , need to escalate the case, ask eBay to step in, and they'll force the refund.
Never listen to any excuse or promise from the seller to close the case early, and do not forget to escalate.
@ucantool2
ucantool2
OP6 months agoAs you will appreciate it takes time postage, communicating with EBay etc. I purchased the item on the 14th January 26. eBay's format is so different to the way it was, you cannot talk to a human these days.
john1297576
Mentor6 months agoYou are within in the 30 from receipt so open a not as described case NOW.
You do not get refunds by messaging or phoning ebay!!
ucantool2
OP6 months agoThe problem is 30 days is not long enough to get the proof it was counterfeit.
ucantool2
OP6 months agoEBay says they will not accept a return, I need to talk to a human but how ?
**peaseblossom**
Mentor6 months agoeBay's deadline for claims is always 30 days. If it's past that but still within 120 days of payment contact your payment provider and ask about a refund or chargeback.
Had you opened a "not as described" return right away you would almost certainly have got your money back via eBay.
ucantool2
OP6 months agoI have had this type problem for many years, since then eBay's format has changed and working out how to get in contact with a human impossible.
ucantool2
OP6 months ago"Had you opened a "not as described" return right away you would almost certainly have got your money back via eBay". I did not see these words as an option.
**peaseblossom**
Mentor6 months agoStart a return on here:
https://www.ebay.co.uk/help/buying/returns-refunds/return-item-refund?id=4041
select "Item doesn't match description" and escalate it after 3 complete working days.
ucantool2
OP6 months agoThat was not an option I given
ucantool2
OP6 months agoPlease enter 10 or more characters here. what's this all about ?
tressygirl
Mentor6 months agoJust for future in case you come across this again or indeed receive any item not as described, then ' those words' you are querying, are written on every listing, that is , eBay's 30 day MBG Money Back Guarantee, explaining a full refund in these circumstances is Guaranteed , but you must claim within 30 days of the item's last estimated date for delivery.
There's never a need to communicate with eBay or the seller you just follow the MBG rules.
Read about how it works from the link below, it can save you a lot of time and money in the future.
https://pages.ebay.co.uk/ebay-money-back-guarantee/
@ucantool2
ucantool2
OP6 months agoWhat you say was not an option I was given
tressygirl
Mentor6 months agoIf the option wasn't there then maybe the 30 days limit had passed?
Otherwise, you needed to go right of the item to More Actions. From there you select Return this item, and choose the reason... Does Not Match Description or Photos.
Once 30 days have lapsed eBay cannot help you, but you have 120 days to turn to your payment provider for help with a refund.
@ucantool2
ucantool2
OP6 months agoIt took 30 days to get proof it was fake
tressygirl
Mentor6 months ago@ucantool2 wrote: It took 30 days to get proof it was fake.
You didn't need that proof for eBay's 30 day MBG.
By claiming on receipt or within 30 days as explained above, opening that case for item not as described would have resulted in a full refund.
This is why it is essential to read eBay's MBG Money Back Guarantee, so you know how to claim refunds from eBay, when used correctly and within the timeframe, they are foolproof, refunds guaranteed.
@ucantool2
ucantool2
OP6 months agoWe did not want to accuse someone of selling fake, counterfeit, authentic, unless we had proof. This can & does take time in my mind 30 days.
ucantool2
OP6 months agoPayPal even within about 40 days will not reimburse me, I left negative feedback, EBay has now removed the feedback goes to show both EBay & PayPal are complicit with this trader who sells counterfeit perfume.
tressygirl
Mentor6 months agoIf you mentioned the word ' fake' in that feedback it breaks eBay rules and the seller can ask for it to be removed. That ruling is there to protect honest sellers who may have a competitor with a grudge ,and could trash their feedback and indeed their whole selling account and maybe livelihood with false claims of fake items received.
If you had put very disappointed not to receive the item as described, this would have warned others, and the feedback would have stayed.
eBay do not physically see the items, the only way to remove these sellers is to inform the Brand owner, they can see for themselves, and contact eBay if they wish the seller to be removed. Protected by Vero, eBay would accede to their wishes.
@ucantool2
*vyolla*
Mentor6 months agoPayPal's Buyer Protection is 30 days, so you were past that too.
I asked you earlier if you funded the PayPal payment with a debit or credit card, because if you did you can issue a not as described chargeback via your card provider.
red_magpie
Mentor6 months agoEBay & PayPal are complicit with this trader who sells counterfeit perfume.
No, they're not. eBay once faced a massive class legal action for failing to do enough to prevent the sale of counterfeits here. Since then, eBay has very strong procedures to try to protect buyers from receiving fakes.
You can't say that eBay was "complicit" with this trader when all you had to do was to use their money back guarantee and return the suspected counterfeit perfume for a full refund. You would not even have been required to provide proof that it was counterfeit. The seller could have appealed eBay's decision on return if they could provide it was genuine (this would not have affected your refund).
The reason eBay refused your refund request is simply that you didn't comply with the clearly stated time limit of 30 days to open a case.
This procedure is successfully followed all the time by buyers who believe that ther items are fake. If anything, eBay is arguably more complicit with the buyer than the seller, in enforcing refunds without requiring proof that items are counterfeit. In future, remember the saying "When in Rome, do as the Romans do!" When on eBay, do as eBay does. With respect, it was you who caused your claim to fail by introducing your own verification procedure, which wasn't required and put you outside the 30 day time limit to claim.
Your best hope now is that your payment provider e.g. credit of debit card issuer may be able to help. Their time limits to claim will probably be longer and unlike eBay thay may require evidence to support your claim, which happily you will be able to provide.