3 items in photo's but only 2 received

[caiseyscourt]

I recently "buy it now" for some doors for my motorhome kitchen. The pictures on the decscription show the two doors and the shelf that were taken out of a motorhome to fit a microwave. I want to do the reverse, take microwave out and reinstate the cupboard. These are very hard to find and no stock for the foreseeable from dealers, so couldn't believe my luck to find this listing. Photo's show 2 doors and the shelf, the description reads 2 doors only - my fault in my excitement to not clarify with the seller.

I paid £20 for parcelforce to delivery what I thought would be 3 items, but only the doors arrived by royal mail tracked 48 and the price was £9.30.

I have been in touch with the seller, and he thought he had listed the shelf on its own, I queried the photo's and  checked there was no listing for just the shelf. He/she came back and said he had found the shelf and I could have  it FOC as long as I paid the postage!

I pointed out that I hads already paid £20 for what I thought was 3 wooden items, but I neeeded the shelf to complete the job and would pay extra postage if I had to (thinking that his guilt for 100% over charge on postage, would maybe just send me the shelf).

All went quite, I have messagesd again to see if he had managed to pack the shelf up, but he is not responding.

I really want the shelf and do not want to return the doors either.  Do I have a leg to stand on? Never left negative feedback and was hoping to avoid but........

[caiseyscourt]

I have purchased an item and received it today. The pictures show 3 parts but description only contains 2! My fault for not checking but these things are so hard to get hold of (2 doors and a shelf for  a motorhome).  I have been charged £20 for parcel force delivery which was fine, as the three items are quite heavy, so not a problem, but 2 items (2 doors) were sent medium parcel for £9.40.  When I have queried the missing shelf with the seller, "Oh I think I have listed it separately" (3rd item), so looks like if I want that I am going to have pay more postage.  Do I have any leg to stand on please?

[**peaseblossom**]

"Not as described" returns refer to photos as well as descriptions so it may be worth a try.    You can start it on here:
https://www.ebay.co.uk/help/buying/returns-refunds/return-item-refund?id=4041

If necessary escalate it to eBay after 3 complete working days. 

[papso22]

What you do depends on how much you want the shelf, as you might have to return the doors for a full refund. 

[caiseyscourt]

Thats what I thought, I am always careful when I list not to include anything in the picture that is not included.  These doors are like hen's teeth, dealer can't get, supplier useless - couldb't believe our luck to find all three listed.  We do need the shelf as the cupboard needs it.  If I have to buy it separately, so be it but its the principle of the thing!

[lamppostelectrical]

Without seeing the listing, it is quite hard to offer a full appraisal.  BUT I would suggest that if the listing clearly states 2 doors and you have received 2 doors then you have what you purchased.  If the seller is offering you the (rare) shelf that you need for free, then simply paying the postage to get it foc would be a winner in my opinion.

We sell decking  lights and some photos show them in situ in decking outside of a house.  You wouldn't expect the decking or the house to be included when the listing states "Decking Lights"....

[caiseyscourt]

No I obviously would not expect the decking  would be nice ha ha) but pictures show 2 doors and a shelf propped up against a wall - and no I woudn't expect the wall.  There is also a picture of the shelf on its own.

[caiseyscourt]

Picture of shelf on its own, why would tge seller show a picture of the shelf on its own, if he was not going to sell it?

[lamppostelectrical]

Hmm, yeah I can see where you're coming from.  Maybe the seller would come to some arrangement with the carriage for the shelf on its own ?

[caiseyscourt]

20.6.24

Message from seller:

"Sorry about the confusion, you can have this free of charge if you pay the p and p or you can collect it? Again sorry the listing was for the 2x doors but yes it is in the pictures I should have made it more clear"

Reply from me same day:

Fantastic, we've almost got the whole kit now lol. Obviously if I have to pay post and packaging I will as we really want the shelf, but in all honesty, I have already paid £20 for what I thought was 2 doors and a shelf to be delivered on Wednesday by Parcelforce, when in fact I only got 2 doors delivered Thursday and the postage cost was £9.40 - obviously allowing for packing etc. can you let me know how much you want to send the shelf and will it be Royal mail as before. Cheers!

(The price of the postage was on the label)

24.6.24

Follow up from me:

Hi, sorry to be a pain, I wonder if you had had a chance to pack up the shelf?

Silence.........

[caiseyscourt]

2 doors were sent as a medium parcel weighing 5kg which cost me £20!

[jonatjonatjonat]

Unfortunately you can't get ebay to force the seller to send the shelf.

Best you could probably do is open an item not as described case.

This would mean the seller has to provide a paid for return label - though this might force them into responding....

[naughty_neena]

The seller say you can collect.

Cant you arrange a courier to collect.

As you seem to want it without returning everything

At least that way you know how much p&p is 

[caiseyscourt]

Didn't even think of  that, too busy growling lol. That way, he said I can have it, he can't really back out. Thank you for the suggestion. will get some quotes.

[serpent.mistress]

Seller was courteous to offer the shelf for free with you paying postage cost, since the listing was only for the 2 doors, shelf pic probably included by accident. You've probably rubbed them up the wrong way by then complaining about the P+P costs and one day late delivery (which ebay estimates, not the seller, its often way too optimistic/unreasonable) your message did read to me as passive agressive and a little rude, so they've probably decided they don't feel willing anymore to basically gift you the shelf, and are going the route of silence instead of arguing back and forth. I wouldn't be surprised if they do list it separately, if you're blocked from buying.
Think you burned your bridges here and won't be getting that shelf. 

[caiseyscourt · Accepted solution]

You are probably right. It's a bit messy, as title of sale item is"bailey
adamo motorhome cupboard door" singular not plural but description says
two, if we were going to get picky lol. I'm sorry but I don't think it is
unreasonable to question postage, as ebay at one time were not happy about
sellers making a profit on the postage. I always feel quilty if when I come
to send a purchase out and i have over estimated the postage and always
give a refund, but perhaps that's just me. I have gone back to the seller
and suggested I would arrange a courier if it would make it easier but as
you say I think I have upset him now.

[ed_58611]

Your seller seems to be possibly both inept & a bit of a chancer.

He's shown the shelf but only sent the doors, and charged £20 for shipping but used only half and pocketed the difference.

If you file for a return under INAD, which you would "win", he'll have to fully refund and end up out of pocket for postage costs both ways.

Is there a way in which you could point this out to him, along the lines of "2 doors alone no use so want to return for refund" etc., and thereby make him see the wisdom of sending the shelf, the postage for which you have already paid?

[caiseyscourt]

Thank you for the advice, I am going to back off for a few daya to give the seller a chance to get back to me, we all have stuff going on in our lives, so going to give him the benefit of  thedoubt. If still no reply by mid next week, I will (tactfully) suggest what you have said. Thank you.

[ed_58611]

Good call... but don't be too nice & understanding - the listing is the seller's responsibility. Good luck.