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BROKEN GLASS BON BON JAR

Anonymous
Not applicable

‎21-01-2021 5:00 PM

I am tearing my hair out here. I placed this order on 18th December and it arrived in early Jan with a chunk of glass broken on the lid.  I've sent photos supporting this to seller, who doesn't reply.  I have informed both Ebay and Paypal.  Their is no-one at the other end of a phone to deal with this.  Suffice to say my typed request is met with "return the item".  I can't do this.  I shop a lot online because I am disabled.  And now I can't return this as I am in Tier 4.  I do not know my neighbours, not that they could do it for me either.  This is a very upsetting situation, considering I have furnished photographs supporting the fact it obviously wasn't packed properly by the seller, and would be too dangerous to give to my grandson on his birthday in March.  Can anyone point me in the right direction please to sort this very upsetting matter.

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rusticrye
Champion
‎21-01-2021 5:07 PM

When things go wrong, you don't contact Ebay (or PayPal).  The entire system is automated, so you must use the on-site tools Ebay have provided for you, in order to get a prepaid returns label at the seller's expense. If the seller won't refund without the need for return (which they don't have to do, but might if the item is so damaged it can't be resold), you will have to return the item before you can be refunded. It's the law.  If you can't find anyone to take the package to the Post Office for you, arrange to have it collected from you by Royal Mail. I believe the charge for this is 72p per package, but go to royalmail.com to check this out for yourself. So open a case or return request for Not As Described, and attach a photo so that the seller can decide whether he wants the item back or not.

 

@Anonymous 

Comments (8)
Comments (8)
fargvs
Experienced Mentor
‎21-01-2021 5:13 PM
@Anonymous ... see>
https://www.royalmail.com/collection
(0)
Anonymous
Not applicable
‎21-01-2021 5:29 PM
I am not prepared to pay to return this! Surely as it was broken it's the sellers responsibility to do this
(0)
Anonymous
Not applicable
‎21-01-2021 5:32 PM
It would cost much more than 72 to return. I just did some research and the law is quite clear with faulty items, a full refund has to be given. As I said, I supplied photographs to the seller.
(0)
Anonymous
Not applicable
‎21-01-2021 5:37 PM
When things go wrong, you don't contact Ebay (or PayPal).  The entire system is automated, so you must use the on-site tools Ebay have provided for you, in order to get a prepaid returns label at the seller's expense. If the seller won't refund without the need for return (which they don't have to do, but might if the item is so damaged it can't be resold), you will have to return the item. It's the law. If you can't find anyone to take the package to the Post Office for you, arrange to have it collected by Royal Mail. I believe the charge for this is 72p per package, but go to royalmail.com to check this out for yourself.Yes it's automated and there is nowhere to get a pre paid returns label on the system.  It is the law that faulty goods have to be refunded, as it's NOT FIT FOR PURPOSE
(0)
papso22
Experienced Mentor
‎21-01-2021 5:40 PM
And ebay will make sure that happens, but you have to follow the processes that have been explained to you. 72p is the additional cost to get an item collected from you, not the return cost. If the seller doesn't provide a label then you escalate the case to ebay and they would probably have refunded you without the need for a return at all.
Anonymous
Not applicable
‎21-01-2021 5:42 PM
This is the law."You must offer a full refund if an item is faulty, not as described or does not do what it’s supposed to."
(0)
rusticrye
Champion
‎21-01-2021 5:52 PM

You've totally misunderstood. Take a deep calming breath and read my post again, carefully this time. When you do, you'll realise that the seller pays for the Ebay return label. But they are not responsible for any other costs you might incur because of your disability, such as paying Royal Mail 72p to have the package collected from you. That is your responsibility, no-one else's.

I hope that's clear now, because I'm getting a little tired of spending my valuable time - when I get a spare moment in my busy scedule - trying to assist folk who don't bother to properly read, and who then start (and continue) arguing instead of saying 'thank you'. 😞

@Anonymous

*guinevere*
Experienced Mentor
‎22-01-2021 10:32 PM
Just to add to the advice you have been given I believe the post office won/t accept broken glass into the system so if I were you I would try to speak to someone at ebay before you try to post the item back.
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