Difficulty contacting a seller to report a defective item

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i purchased a Clarins eye lift on 26th October . When it arrived i could not access the contents of the bottle . Either the bottle was empty or the pump action was defective . I have tried over many days to contact the seller with no success . They demand a photo and i dont know how to do it . Even if i managed the photo it would not show the contents of the bottle . The cost of the item was £ 36.00 and i would like to get a replacement or refund. Thank you for your help . Beryl Pym

berypy0

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Posted 10 months ago · Edited 10 months ago·Last reply 10 months ago

2 comments

ile136yz

Mentor10 months ago

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@berypy0 wrote:

i purchased a Clarins eye lift on 26th October . When it arrived i could not access the contents of the bottle . Either the bottle was empty or the pump action was defective . I have tried over many days to contact the seller with no success . They demand a photo and i dont know how to do it . Even if i managed the photo it would not show the contents of the bottle . The cost of the item was £ 36.00 and i would like to get a replacement or refund . The order number is 04-13757-20277 sold by JO-855931 . Thank you for your help . Beryl Pym

Further to other members advice.

You do not need to provide photos.

tressygirl

Mentor10 months ago

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Please familiarise yourself with eBay's 30 day MBG, Money Back Guarantee which is written on every listing and fully explains the process of what to do when you receive an item not as described.

You are just in time to claim a full refund under eBay's MBG , see here:

If you are still within 30 days of the item's last estimated date for delivery you are guaranteed a full refund, under eBay's 30 day MBG, Money Back Guarantee policy.

Just 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.

Here's eBay's MBG policy for you:

https://pages.ebay.co.uk/ebay-money-back-guarantee/

@berypy0