Locked
Discussion interactions are currently paused.
Formal complaint against ebay
Does anyone have a valid way to formally complain about Ebay customer services please?
6 comments
Locked
Discussion interactions are currently paused.
Does anyone have a valid way to formally complain about Ebay customer services please?
red_magpie
Mentor1 month agoA year or so ago an eBay rep posted here to explain that eBay does have a complaints procedure, but it only covers "important" complaints which I suspect means legal issues.
She specifically stated that it did not cover ordinary issues like money back guarantee cases. In fact, it didn't cover any of the problems that users most often want to complain about. (Sorry I don't have more exact details, but when eBay changed this answer centre recently they removed the macros previously provided for mentors tp record information relevant to replies.)
The greatest frustration is that eBay has structured its organisation in such a way that although its handling of customers payments is regulated by the Financial Conduct Authority, as is required by law, it's money back guarantee is not. This means that sellers have no right to any independent appeal against eBay's decisions.
mary-ron
OP1 month agoThe initial issue was I sold an item last week and as I clicked to get the QR code the site crashed ( Its not you its us ) so I took a s. shot as proof, and went into live chat requested a new code for ROYAL MAIL, explaining what happened and that the system will not process a new code from my end.
Today I got an email with a new QR code with a note saying this RM code is covered by Ebay protection etc.
Went to the PO with the code only to be told it was invalid as it was an Evri QR code.
Went back to live chat and got Ebay to ring me, explained the issue for the 6 th time to a guy who for some reason thought I was asking about buying an sd card.
I told him about 4 times I could not understand him properly and had no idea what he was on about, so he hung up on me.
I went back to email to request the code again and explain about the invalid Evri code and was told Ebay "cannot issue RM QR codes, but here is a valid RM Rcode you can use " - yes that confused the crap out of me too.
I went back into live chat, got them to ring me, unfortunately got the same guy who had just hung up on me. He was rushing me to find the order No, then the item No.
I asked " which do you want the item No or order No, and you will have to wait while I find it ", and he hung up on me again.
I went back into live chat and asked for contact details for formal complaints and explained what it was about, for the umpteenth time and the agent refused saying they cant give personal details out. I explained that I was not after any staff details, and reiterated the details and the law on with holding this information and she said she had opened a complaint on my behalf.
I asked for the ref No and eventually she gave me a number which I cross referenced and saw it was indeed an official Ebay complaint number which I have now attached to my own formal complaint.
I understand mistakes happen, but Ebay could have handled this so much better. I have had to refund the buyer, and relist the item.
I guess I was frazzled with the frustration of having to explain something so simple to so many people and still end up with no code.
Thank you for the responses, I am grateful but I have sorted it now, not the way I wanted but hey ho.
john1297576
Mentor1 month agoMany complaints are due to misunderstanding by members. Although ebay do not have a complaints dept., it would be best to explain the problem here as so many member problems are not problems at all, just lack of knowledge of how to find information.
*vyolla*
Mentor1 month agoThere's an address on the first page of the User Agreement that you can use to contact eBay with a complaint.
Do make sure its a valid one before you do though, and that you have evidence (a chat transcript perhaps) to back it up.
tobiasd4
Mentor1 month agoEbay does not have a complaints dept.
Explain the problem and we will try to help.
mary-ron
OP1 month agoHi its ok I now have a valid email for complaints, and an Ebay issued ref number.