Feedback Removal & eBays Customer Service

[henry997-14]

Wow, that was a terrible eBay Customer Service experience. Having been left a negative feedback for delivery damage and being called "Lazy" I contacted eBay. I spoke with Barry who kindly advised a removal request which I sent. He said it would bounce back refused so I guess the software looks at it first but then to call in and appeal it as it the feedback has 2 wrongs in it and goes against eBays policy. One being the defamatory comment and the other being  delivery damage which is outside my control.

So I requested a call back and spoke to Racheal in customer services who agreed with myself and Barry and tried to remove it but her computer would not let her. She said she would look into it with her manager as she had a meeting with her and call me back in the afternoon, she did not. Following that I made numerous calls and sent numerous emails to get in touch with Racheal without success. This morning I spoke with eBay again to be told she was wrong and it cannot be removed. It is okay to be called lazy and the parcel was damaged because of poor packaging because the buyer illustrated photos. Never mind I have sent over a thousand parcels without a problem.  Anyway the ebay customer service rep sided with the buyer which is not impartial at all is it even though I have already been told it was wrong and clarified this with the recorded phone call. He said that Racheal was wrong to say it was against policy and that he would email here to call me today, so we will see.

Meanwhile the crack email team, who do not read the full correspondence when replying, have offered me a refund on a non existent purchase and when questioned they responded by saying the matter is now closed.

There's more but I have wasted enough time already, to get to this stage in my conversation with ebay took 3 days admittingly it was spread out.

eBay you have very poor customer services giving conflicting, non related and bias information it is no wonder other platforms are being considered by your customers and your following is diminishing.

[therenewalworkshopltd]

I'm guessing that the feedback you are talking about is for the "Sony TC-WE475 Stereo Twin Cassette Deck"

A couple of things to note.

If you are selling an item that does not work, then you should not have it classified as "used".  It's need to be "For parts or not working".

You also cannot tell a customer that you won't accept a return.  Under consumer law, they have the right to return an item, regardless of what you may write in a listing.

As to the feedback itself, I can't see Ebay removing it.  It is an honest opinion when buying a "used" item, rather than a broken item.  I'm afraid that it is simply down to the way you have described it.  And you are relying on what is an illegal term on your listing.

I would suggest that you have others like this, to change them.

You have literally told the customer on your feedback reply, that they bought it as spares or repairs, but you advertised it as USED.

[henry997-14]

Thanks for you information I didnt realise that but even so eBay didn't see that as an issue nor did they mention it, there customer service is still poor very poor indeed.

[fatbobfan]

Very similar experience

https://community.ebay.co.uk/t5/Business-Seller-Board/Ebay-you-make-me-feel-so-special/m-p/7798717#M...

CS are appalling and have been for a long time. Decades. Promises that dont come to fruition and calls very rarely if ever returned

You get the good people like Barry and Rachel who show understanding but the 'new' flawed system doesnt allow for any exemptions, its appears if a buyer leaves an 'opinion' despite the criteria being met for removal, the buyer opinion is of most importance, it just isnt removed, thats what I obtained from numerous calls this week.

Good luck, genuinely, good luck

Will predict the new feedback removal system will lead to more of these posts

[fatbobfan]

Will add

As a process this 'new' way of doing things is extremely costly in  time for sellers

[bravergrace]

The system seems to be set up like this:

- If the buyer says something that is appealable, like "This skirt never arrive.  Pluss the cellar lyed about sendin it." (when there's proof it did arrive), the feedback is removable.

- If the buyer says exactly the same thing but adds something innocuous, like "This skirt never arrive.  Pluss the cellar lyed about sendin it.   Pluss it look horried when I woor it",  it becomes unremovable, because the "it look horried when I woor it" is unremovable as customer's opinion, and "opinion" over-rides the first two removable untrue allegations.