Link to eBay Concierge has disappeared

[peters3865]

I have been a Top Rated Business Seller for many years and have spoken many times to eBay Concierge who have generally been most helpful.  However today I have had several issues with the eBay site, but when I tried to contact Concierge in the usual way, the link on Seller Hub has disappeared.  Eventually I got through to the regular Customer Service but they were completely useless on all the issues I raised, and didn't even know what Concierge was.

Can anybody explain this?

[kathryn190]

Hi, can you tell us how we could get it back, i don't use it that often but have found it so helpful when i do, i find the going round in circles with the automated system so frustrating, i have been trading on eBay now for around 19 years and it was one of the best most helpful things they ever did.

If you don't have the answer could you possibly let me know who i could contact who would be able to help.

Kind regards Kathryn

[gtech-recycled]

Same here, been told no chance. I’ve had to deal with the standard staff that havnt a clue. Ebay going down the tubes in my opinion
Sent from my iPhone

[billythecardy]

That's all very well, but I was granted Concierge for life when I won the Retail Revival trip to Ebay Open in Las Vegas in 2019.  So please can you arrange for this to be re-instated.  It's incredibly unfair of eBay to remove services with no warning. 

[gtech-recycled]

They don’t give a monkeys

Sent from my iPhone

[kat@ebay]

Hi @billythecardy ,

Thank you for your post.

We don't have the functionality to do this on the community. Please reach out to customer support to advise of this. I will follow up with them from my side.

Thank you,

Kat

[padanpcparts]

I'm in the same boat Billy. I won a package at the E-bay Open a few years ago hence the concierge support. 

[wisdompedlars]

Hello, May I ask what the threshold is then?

Thank you

[billythecardy]

Well, I did that and spoke to Graham, who didn't know much about it and said he would call me back.  That was on Thursday but he hasn't called back. So I'm no further forward. 

Pat

[classicspares499]

Same, nobody got back to us either. Spoke to someone through Facebook who also didn't care. Went on to say they were sorry we had been informed of our removal from concierge. I told them that nobody had bothered to inform us actually, only found out when we had a problem. Told us how valuable we were to them blah blah blah lies lies lies.

[peters3865]

He won't call back. They never do. That is why Concierge was so useful
because quite often you could often get problems resolved. Now they don't
call back from Customer Service, and we have nobody to complain to because
the bot just passes us back in an endless loop to useless Customer Service

[vintage-emporium-jedburgh]

Dont remember the last time we contacted Ebay  not because we dont have problems its just easier not to

[bzmotman]

100% agree - just not worth the stress of being lied to again & again. Waiting for the call that never happens. Trying to get them to understand what the issue is. Perhaps some senior Ebay staff should try listening into some calls to see what a "wonderful" service they provide.

[5216elisabeth]

To be fair, there are still some really helpful customer service agents who do know their stuff and are really good to deal with.  I've actually had some excellent experiences with staff located all over the world, even this past year. Sadly, not all of them are like that nowadays and I have also had some not so positive experiences this past year or so. I also get the impression that the service agents have had some of their ability to actually step in and resolve things removed from them, which is a step backwards from a customer perspective.  I expect it also results in the agents getting rather more abuse from frustrated customers than they used to.  It makes for a bit of a vicious circle in the end.

[billythecardy]

Well I got an email response from eBay eventually. 

Here it is -

"This is Graham from eBay Customer service following up after our call last week. I understand how valuable Concierge support is, and I’m sorry for the frustration this change has caused. 

I’ve followed up with our Premium Services team regarding the removal of your Premium/Concierge access. They’ve advised that to escalate your case on the basis of a “Concierge for life” award from Retail Revival, we’ll need confirmation of that entitlement.

If you have any of the following, please contact Customer Service and provide the documentation so they can escalate:
- The original Retail Revival welcome or award email/letter that explicitly states lifetime Concierge access
- Official program materials (PDFs, emails) that list the benefit and confirm your inclusion
- A screenshot or record from your account showing a permanent Concierge designation

Common reasons why Premium/Concierge access can be removed (these are general talking points and may not all apply to your account):
- Eligibility changes tied to seller level or performance metrics (e.g.., defect rate, late shipment rate, cases closed without seller resolution)
- Activity thresholds, such as sustained low or no selling activity or reduced sales volume
- Store subscription changes, like downgrading or cancelling a level that includes Concierge access
- Account or region changes (benefit attached to a different user ID, site, or marketplace; merged/split accounts)
- Billing or compliance holds (unpaid fees, policy holds, or account restrictions pending resolution)
- Program updates that modify or retire legacy benefits
- Misuse of service or breaches of Concierge usage guidelines

When you call Customer Service, please have your eBay user ID, current Store subscription level, and any relevant documentation ready. They will review your account and proceed with escalation if the Retail Revival lifetime entitlement can be verified."

This all happened 6 years ago, so no I don't believe I have any supporting paperwork. So that's the end of Concierge for me then.  What a great way to reward one of their longest (24 years) and most loyal sellers. 

[4_bathrooms]

---

@billythecardy wrote:

"This is Graham from eBay Customer service following up after our call last week. I understand how valuable Concierge support is, and I’m sorry for the frustration this change has caused. 

I’ve followed up with our Premium Services team regarding the removal of your Premium/Concierge access. They’ve advised that to escalate your case on the basis of a “Concierge for life” award from Retail Revival, we’ll need confirmation of that entitlement.

If you have any of the following, please contact Customer Service and provide the documentation so they can escalate:
- The original Retail Revival welcome or award email/letter that explicitly states lifetime Concierge access
- Official program materials (PDFs, emails) that list the benefit and confirm your inclusion"

---

Have you tried searching your email messages for either of these? It should be a simple case of setting the search filters to a sender that includes "ebay" and message content that includes "concierge for life".

[padanpcparts]

Hahaha I knew they would throw a massive ball of red tape at you. I think I was awarded it the year before Covid so yeah 5-6 years ago here as well. Feels like a real slap in the face. Oh well, at least they saved a few quid. 

[sheba-knows-best]

Given I used Concierge 5-6 times a year, the cost to ebay was tiny; the sense of well-being to me, immense. I suspect others who have commented here have similar experiences.

Presumably Ebay has demoralised thousands of small sellers to save pennies. Not a great move.

[pegr-834437]

The best thing about concierge is you didn't waste time, you phoned up and the person you spoke to either knew the issue or said sorry I dont know but i will find out and get back to you and in about 95% of the cases you got a call back within 24 hours. Now you phone up get passed around 4 different agents in 3 different countries trying to explain your issue with each one, who all ask if you have checked the help pages like its your first time using eBay to be told they have escalated it and will get back to you to which they are 95% likely not to get back to you so you start at the beginning again a week later. 

In short standard customer services is good if you cant be bothered to read the help pages or are new to eBay, concierge is great for established business accounts who need focused knowledgeable staff who hold their word. 

Like you say all its achieved is more annoyed customers and a greater waste of everyone's time.

[billythecardy]

My thoughts exactly. I hardly ever used Concierge (maybe twice a year,) but
knowing it was there and that any issue could normally be resolved quickly
and efficiently was fantastic. As a business owner my time is precious.

Like I said, I've been selling on eBay for nearly 25 years, so if I have a
problem then it's a genuine problem, not something that can be fixed by
reading the (inadequate) help pages.

[goods_delivered]

Our link removed too, no warning. Like many it provided a quality solution to solve very specific issues that infrequently crept-up every month or so. Most were solved within 3-4 mins call or email which was so helpful during busy periods. This is going to add friction doing business.