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How do I complain to ebay about a mishandled case by ebay
Summary: joumanaastro expressed frustration over a mishandled order involving a skort purchased on eBay UK. They reported receiving incorrect sizing advice from eBay customer service, which led to unexpected return postage costs. joumanaastro sought reimbursement or a prepaid return label, citing misleading information given by a representative. Other participants clarified that the format was a member forum, not eBay customer support, and suggested that sizing differences between the US and UK and eBay’s return policies were factors affecting the issue.
I am writing to escalate an issue regarding an order I placed on eBay UK order 18-15032-91845 for a skort sent from the United States. I have been a loyal eBay customer for 17 years, but the way this matter has been handled by customer service is completely unacceptable.
Summary of Events:
Inaccurate Sizing & Initial Advice: The item arrived, but despite being labeled a Size 8, it did not fit and was different in size compared to three other Size 8 items I own from the exact same brand.
Phone Confirmation: I called eBay customer support to clarify the return process. The phone representative explicitly instructed me to select "Size doesn't fit" and assured me—confirming numerous times during the call when I asked—that I would not have to pay for return postage.
Postage Costs Encountered: Relying entirely on the agent’s unequivocal assurance, I took the item to the Post Office to return it to America, where I was told return postage would cost me £17.80 + possible duty fees. I naturally paused the return as I was told I would not incur this expense.
Admitted Internal Error & Unfair Resolution: When I contacted eBay via email to raise this issue and requested that management review the original call recording, a representative (Nathan) responded acknowledging that the agent had given me wrong information and would be "re-educated." However, my support ticket was then closed, shutting down further communication, and I was told I must pay the approximate fee of £20 return postage fee myself.
My Request:
I proceeded under the explicit instruction and guarantee of an authorized eBay representative. It is entirely unfair for a loyal customer to suffer a financial loss due to an error made by eBay's staff.
Because I acted in good faith based on your representative's instructions, I request that eBay take accountability for this mistake by providing one of the following:
A prepaid return shipping label to cover the return to the US.
A credit, voucher, or direct reimbursement of £17.80 to cover the return postage costs as originally promised.
I request that you review the phone call recording from Tuesday 22nd September around 16.40 pm to verify my account. I look forward to your prompt response and a satisfactory resolution.
tobiasd4
Mentor1 week agoThis is an ebay member forum, not ebay CS.
The 1st ebay CS was wrong, does not fit is classed as change of mind, so you pay return tracked postage.
If item came from USA, their clothing sizes are different to UK,
did you check this before buying?
I doubt it was worth returning item due to postage cost.
red_magpie
Mentor1 week ago · EditedYou are not writing to eBay here. This is "member to member support" so we are just other members like yourself.
You were certainly wrongly advised to use "doesn't fit" as the reason, because eBay treats items that don't fit as change of mind returns. Is this possibly a situation in which there is a differences between US and UK sizes? If you ordered a US size 8 and that's what you received you would not be able to win an "item not as described" case.
Provided your seller accepts returns you can still return the item as a change of mind, but would have to pay the return postage.
Good luck with getting eBay to accept any responsibility for the incorrect advice given! You can only appeal to eBay, and the user agreement requires you to accept their decisions. The money back guarantee is unregulated, so there is no right of appeal or complaint to any independent authority.
joumanaastro
OP1 week agoThankyou.
joumanaastro
OP1 week agoAs of a few hours ago it seems ebay is going to resolve this now by sending a pre paid label so I won't have to pay for the return postage. Should be resolved soon.