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Why Make It So Hard To Contact Customer Service?
Summary: kawiboi shared frustrations about not being able to directly contact customer service regarding issues with a seller on an online marketplace. They purchased speakers that were claimed to be damaged in transit, yet the seller had not shipped them and listed them again at a higher price. Other participants advised reporting the seller and leaving negative feedback. kawiboi noted their account has been active since 2004, making the behavior unexpected. Eventually, a refund was issued, yet the seller continued to list the speakers, raising questions about their practices.
I have tried and all you get is questions not related to any issues that buyers get with problem sellers, why can we not just message/email customer service?
My problem is this, I purchased a set of speakers for my TV/PC setup over the weekend, this morning (Monday), they messaged saying the package was damaged in transit.
The problem is that they have not had a chance to send the speakers, they have not even purchased a delivery label and they say they have no stock to resend the speakers, yet they have revised their listing to show 1 in stock (and 1 sold (me)) and raised the price, clearly some kind of scam going on here!
They did say the following in a message this morning (no refund yet, why would they not instantly issue one by cancelling the order?).
"Hi Paul,
We’re sorry to inform you that upon checking the delivery of your parcel, we found that your item was damaged in transit. We are currently investigating the issue, though we do not have a specific timeline for resolution at this time.
Unfortunately, this was the last item in stock, so we are unable to offer a replacement. Given the delay, we’d like to offer you a full refund. If you agree, we’ll cancel your purchase so you can seek the item elsewhere on eBay. Please confirm if this works for you.
We sincerely apologize for the inconvenience and appreciate your understanding.
Regards.
Angel"
They are not registered as a business.
Logitech Z313 2.1 Multimedia Speaker System with Subwoofer - Unit price £55.86 (now £78.65)
This kind of behaviour should not be tolerated and we should have an easy way to flag poor sellers.
Time placed 5 Sep 2026 at 11:35 AM
Order number 27-15095-87443
Total £53.07 (1 item)
kawiboi
OPSep 7, 2026 at 3:37 PMUPDATE: They have just now issued a refund, this seems very odd behaviour as the could have simply cancelled it and given a reason then messaged me with an appology.
But they still have the new listing up although they told me they don't have a replacement
https://www.ebay.co.uk/itm/227510174417?_trkparms=itmf%3D1%26aid%3D1110013%26rkt%3D12%26algo%3DHOMESPLICE.SIMRXI%26pid%3D102587%26mech%3D1%26algv%3DStoreBaseV2ForAllSites%26pmt%3D0%26amclksrc%3DITM%26sid%3DAQALAAAAELKgs22W8ACacyBDnX%2BOE8k%3D%26itm%3D227510174417%26noa%3D1%26brand%3DLogitech%26asc%3D342265%26ao%3D1%26rk%3D2%26mehot%3Dnone%26lsid%3D3%26meid%3D17128672a4444e9ea43ec1acbc3f40c7%26pg%3D3418065&_trksid=p3418065.c102587.m173498
papso22
MentorSep 7, 2026 at 4:12 PMThey are actually registered as a business seller.
kawiboi
OPSep 8, 2026 at 11:18 AMYea that was my mistake because the order details said the price included buyer protection, but that is beside the point. They still dealt with this in totally the wrong way as they still have the speakers for sale at the higher price.
Clearly they made a mistake with the price and rather than telling me this or still honoring the sale they told some silly lies, added stock back to the listing, realised I could see that and ended that listing and made another, very dishonest actions.
john1297576
MentorSep 7, 2026 at 1:07 PMSeller will not cancel as Out of stock would give them a defect, but does not make sense if they still list the item.
Basically they want you agree to cancellation so they can use reason “buyers request”. Alternative is to wait until after estimated delivery date and oprn a not received case, if no refund within 3 days then escalate to ebay.
Make sure you leave Negative feedback, I suggest something like this.
“Seller would not honour sale claiming damaged, but continues with relisting at higher price.” and mark down star ratings.
It is time ebay had a purge of unregistered business sellers registered as private and getting away with not paying proper fees.
kawiboi
OPSep 7, 2026 at 1:23 PMIt makes no sense whatsoever why they are doing this though as they have had their account since 2004 and have a pretty decent feedback record.
You are likely right about why they have not issued the refund, and that part does not worry me too much as I know their actions will be seen by ebay if they look into it as they record this stuff in the background (relisting and ending listings as well as the price change).
I will definitely be giving negative feedback once I have my money back, luckily I also used Klarna so only paid a third so far and have since purchased from Logitech's own site at a cheaper price.
kawiboi
OPSep 7, 2026 at 12:09 PMJust to keep this updated, as I have said to a person who replied, they have since ended the original listing and listed it as a new listing. I have now also messaged them politely asking for them to send the refund which they still have failed to issue.
papso22
MentorSep 7, 2026 at 11:02 AMTell them to refund you immediately using out of stock as the reason or you will report them for trading illegally to Trading Standards.
kawiboi
OPSep 7, 2026 at 11:38 AMThank you for replying, I will give it some time as I know Ebay will help eventually, but would like to see what an Ebay employee says in response to this too, they may step in and help, but more so hopefully do something about this kind of activity by rogue sellers and possibly ban this particular seller.
I have also since purchased the speakers elsewhere at a cheaper price than I originally paid here.
kawiboi
OPSep 7, 2026 at 11:42 AMThey have now ended the original listing and made a new one, probably not intelligent enough to realise Ebay will still see their activity.
tobiasd4
MentorSep 7, 2026 at 12:24 PM1 day after estimated delivery date, open item not received case, escalate on day 4.
Cases are automated, no ebay staff look at them.
kawiboi
OPSep 7, 2026 at 1:14 PMYes that is what I will do if Ebay do not get involved off the back of this post which can and should happen, I've seen them reply and help people resolve issues here before, thanks for taking time to reply!
tobiasd4
MentorSep 7, 2026 at 2:14 PMEbay staff rarely look at this board.
Even if they do, they will tell you to open case.