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False Negative Feedback Removal
Hi
I recently had an upsetting experience with a £3 item that I had sold.
The buyer received the item earlier than expected and had the item for almost a day with no feedback or contact; so I left him positive feedback.
Shortly after leaving the feedback, I received an insulting, abusive email from this buyer claiming I only wrapped the item in paper and the top was completely broken and he had left me negative feedback.
Besides the tone and content of the email being misogynistic, the statement was completely false.
Firstly I had packaged the item in layers of bubble wrap, then put it in a thick box which was wrapped in paper.
Secondly, the holes in the top of the box are NOT holes but fret work.
I next looked at the negative feedback. The tone, untruthfulness and spitefulness are similar to the buyer's email.
The buyer also included a photo of my address with the negative feedback.
I messaged the buyer stating that I wished they had contacted me prior to leaving the negative feedback and attached a photo of the item showing it's actual packaging prior to posting. Of course no response because he knew he had been rumbled.
I next requested a callback from eBay. Regina called and told me she was new and she hoped she knew the correct steps to have the false feedback removed. Regina directed me to select the inappropriate/abusive remarks option under feedback removal and submit.
Regina then asked if I had already submitted because she told me the wrong option to tick. eBay policy violation should have been selected. She said I could change it and the feedback would be removed. I thanked her and the call ended.
Unfortunately, I couldn't change it to the correct option because it was showing pending review, then was automatically rejected as not as described.
Not as described was never the issue.
Another call back from Furhan and after several holds, he said he was having the feedback removed. Then the call disconnected and the feedback was still not removed.
Callback number 3 was from Steven who had the most patronising and condescending attitude that I have ever encountered. Steven's only response was to repeatedly say computer already rejected the removal then he hung up.
I waited a few hours to get my blood pressure down and then requested callback 4. Soarsise said she could only see Steven's notes where he actually made a complaint about ME. Then hung up because her home smoke alarm went off from burnt toast.
You can't make this up!!!
I gave up. The next morning I was ready to tackle eBay again because I knew I had been wronged.
Callback 5 was from Joenabel and it was for 32 minutes. She had everything reviewed and after several holds and third party conversations, finally a resolution.
Joenabel explained that the feedback violated 2 eBay policies. Firstly, the tone, content and factuality qualified as abusive behaviour. Secondly and more importantly for eBay, the buyer had published my personal information by revealing my address, a serious violation.
I was informed that the feedback and photos would be removed within 24 to 48 hours, but due to the severity of the violations that the feedback would "disappear" in less than 24 hours.
The feedback was not removed.
Three days later, callback number 6 with Christina. Right away she didn't want to take the reference number for the removal. After forcing it on her, she didn't want to look at the notes. She just kept asking me why I was calling.
After reading the automated rejection response, Christina didn't want to read further. She kept parroting computer said, so I asked to speak to management.
After 12 minutes on hold, Christina came back and said it would be a few more minutes. However, she didn't put me on hold and I could hear her conversation.
Absolutely disgusting!!!
She and another woman were calling me a scammer and a liar because my eBay address was in the UK but I was definitely American, so the address was fake and I was pulling a scam. Christina said that she should have gone on break 10 minutes ago and this woman was holding her up. I was called this woman 5 times.
I was indeed born in the US but have lived in the UK for almost 20 years and my address is real. Also, what scam am I supposedly trying to pull?
I contacted eBay for help and support with a really upsetting situation. But instead I and my account are being investigated.
I am the victim, not the perpetrator.
When I was called a liar for the 5th time, I interrupted and said I could hear their conversation. Christina and the other
woman were all flustered and I was immediately put on hold.
After 5 minutes, Peter came on the line. It was obvious that he had been informed that I was the baddie and nonstop spewed out the this was not the outcome that I had expected. So no feedback removal because eBay "changed their mind", no way to complain about the abuse from the eBay advisors because there is no complaint department. But eBay will supposedly listen to the conversation but it may be awhile and I will not be informed of the outcome, if it happens.
I am shocked and extremely angry by how I have been treated by a spiteful ebayer and more importantly by eBay.
I have been wronged and need to know what the next steps are for recourse.
Please do not provide the London address for eBay HQ. No one has ever had a response to a letter sent there. I don't want to waste a stamp on a letter that is immediately forwarded to the bin.
Many thanks in advance for advice and information!
