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Sneaky Seller
Hi
Just wondered if anyone has come across a problem like mine and managed to resolve it?
I bought what I thought was a fully working, used Delongi Coffee Machine. When it arrived it was filthy, dirty and badly packaged (no wadding or bubble wrap to protect it) and when I tested the water container, it leaked.
- I immediately contacted the seller and complained about the filthy state of the machine and the fact that it was leaking. They insisted that it was ok when they sent it ..... the machine had dried muck in all its removable parts, so obviously had not been used for a long time. They agreed to refund me once I sent the machine back. I sent the machine, well-padded now, back to the Return address, not knowing that Ebay would have a hissy fit with me for doing so - I didn't know the machinations of the Ebay buying system. The buyer let me know 3 days after sending that she had to provide a label and that the return address was their OLD address, (though it wasn't far from their current address). I tried to get the machine sent back to me but Royal Mail told me that they were unable to collect it. Several weeks later, I discovered why - the current occupants of that Return address contacted me to let me know that the seller had already collected the machine. So, they had their machine back and my money! I have been in touch constantly with the Ebay Customer Help Team but they Refuse to hear me out. Due to the Return deadline, Ebay has closed my case and won't budge. The seller must have been aware that once the deadline was reached, Ebay would assume that I still had the machine so would not order my reimbursement. Despite my telling Ebay on several occasions that the seller has got their machine back, they refuse to do anything about it. I can only presume that this is a loophole in Ebay's very limited and inflexible guidelines, which has allowed the seller to retrieve their item and keep my money.
Anyone any ideas about how I can break through Ebay's rigid practices and get some justice? I have contacted Citizens Advise, The Small Claims Court, BB Watchdog and Matt Allwright so far.
Many thanks.
8 comments
papso22
Mentor11 months agoEbay's buyer protection is excellent but inflexible. It relies on buyers knowing the rules for the money back guarantee, and using the process correctly.
Hopefully you will know that for next time and your payment provider will help this time.
kjane1001
OP11 months agoThe machine cost me £111, so I've lost the equivalent of twice that.
Ebay can say what they like but it's still theft as far as I'm concerned.
If the seller had any integrity, they would have reimbursed me or at least
sent the machine on to me with the postage label I had purchased, so that I
could get it back into decent working order and resold it.
Ebay have condoned this theft - I am appalled.
*vyolla*
Mentor11 months agoDon't you think that sometimes you just have to hold your hand up and say "I did it wrong'?
It's been explained that eBay have a simple return process. You've explained that you were unaware that there was a procedure. It's at that point you needed to look at eBay's guidance page for returns or to ask here.
eBay have not condoned any theft - you returned an item outside of their returns process, which was your choice.
papso22
Mentor11 months agoThere is a link to the money back guarantee on every eligible listing.
I agree your seller is nor acting honourable but ebay has rules and need to stick to them.
Had you used the money back guarantee you would have got a refund, assisted by ebay if necessary.
jckl1957
·11 months agoYou didn't follow Ebay procedure and use the Money Back Guarantee to start a return case and you have sent the item back to the wrong address.
There is no way that Ebay will help you. The Money Back Guarantee favours buyers but there is a process you have to follow. This is not a 'loophole' - I understand this is hard for you to accept, but you are at fault here.
If you had used the MBG and opened a return case through Ebay, then Ebay would have ensured the seller refunded you.
As you have evidence from the recipients of the faulty machine that is was collected by the seller, then you may be able to pursue this by legal means, perhaps by using 'Money Claim Online'.
Your case is against the seller, not Ebay.
kjane1001
OP11 months agoI didn't know that there was a procedure for private sellers. When I
explained this to Ebay they were so Rude to me - talked to me like a
naughty child! I've never known such behaviour from a customer services
department. As for Ebay's rules - they are archaic and unjust. How can they
justify allowing the seller to keep their item and my money? It's ludicrous!
I kept asking them how I was supposed to return an item that the seller
already had back but they are dogmatic and stubborn about these biast
rules. Furthermore, the seller told me that they would not reimburse me
until I had sent the machine back. No mention of a return label until I'd
sent the item.
Sorry but the seller has been devious and duplicitous - they knew that I
could not return the machine because they already had it! I only found that
out because the occupants at the seller's previous address (where it was
sent from) let me know. At least they showed some integrity - the seller
certainly wasn't going to let me know that they had the machine back......
john1297576
Mentor11 months agoI see you are now out of time, so contact your payment provider.
If you used the return procedure correctly, the return label comes via the return case, with the address registered with ebay. Return to that address is good enough for ebay, if seller has not edited their address that is their problem.
kjane1001
OP11 months agoThanks for your prompt response.
I did open a Not As Described case but Ebay just aren't listening because I
didn't follow the rules, but I didn't Know the rules. The seller didn't
mention anything about supplying a label until after I had sent it back, at
their request.
I assumed that the buyer protection meant that Ebay would support my
claim, once they knew the circumstances. They have been less than helpful -
just spelling endless platitudes at me when I ask them to escalate things.