British Heart Foundation won't allow me to pick up the item from instore

[objects-of-intrigue]

So I won the auction of a book and as I live close by to the store where it is held, requested I come in to pay. They outright refused my request. I even said I'd pay for the book online, they waive the postage and I come in to collect. Again they refused.

What is this sorcery. This is literally a high street retail outfit. The reason I really requested this is because according to reviews they just throw items into a plastic bag without any padding which I have no intention of accepting.

She told me to call the manager tomorrow. I'm still flabergasted by this intransigence. What is going on in this country???

[tressygirl]

Seemingly you spoke to someone who was just working in the shop and not the manager so they rightly refused your request as they had no authority to hand the item over.

The advice was correct, to go and talk to the manager tomorrow, and they would be the one to give you the go ahead to pay for the item in store, and perhaps donate the postage cost to their worthwhile cause.

[objects-of-intrigue]

Not so. She said that is company policy.

And frankly the British heart foundation has for decades claimed fats cause heart disease when in reality the opposite is true. I certainly won't be donating anymore money to them than is required.

[roger_roger_over_and_nowt]

"So I won the auction of a book and as I live close by to the store where it is held"

I have bought from this company many times.

They are national and often say something along the lines "of item is held somewhere within our network".

You might think the item is close to you but could actually be many miles away hence postage ONLY.

Can you post the item number ?.

[objects-of-intrigue]

Nope again. She said the item is held in their branch.

[roger_roger_over_and_nowt]

If you refuse a delivery you may negate the MBG,might be wise to ask questions before you bid or buy ?.

[kempseykate]

Often the items are held at a central warehouse/shop. If the listing didn't have collection as an option, I really don't see what your point it.  You should always ask before buying if you want a particular delivery/collection option that wasn't on the listing.

" She told me to call the manager tomorrow. I'm still flabergasted by this intransigence. What is going on in this country???"

I'm flabbergasted that some buys something and then makes demands for something that wasn't in the listing.  What is going on in this country???!

[tressygirl]

See the manager tomorrow.  They may well agree as it's one less item for them to pack and post.

[objects-of-intrigue]

This isn't someone's house. This is a high street store. I am offering to save them the job of posting an item. Your response is nonsensical. The item purchased is valuable. If the seller historically does not package items correctly then why should I take the risk of them doing the same to me. This is fairly basic stuff. Does your response surprise me. Frankly no. Standards really have fallen.

If the manager's response isn't satisfactory, I intend to go instore with a padded envelope and extra padding to wrap the book myself.

[objects-of-intrigue]

If she says no I'll go into the store myself with a proper padded envelope and request to wrap it myself. Added bonus it will make a complete mockery of their processes.

[thesmokingrunner]

I get that you're frustrated but BHF are not being intransigent - their no-pick-up-from-store policy is in their Ts&Cs.

Just below the Business seller information in the listing is a 'Terms and conditions of this sale' tab and towards the bottom of that, headed 'Collection in person', it does clearly state "The British Heart Foundation eBay Shop is unable to offer collection in person on any items that are not specifically listed as Collect in Store from a named High Street Shop."

Granted the store is apparently local to you but that's irrelevent - BHF have a policy in place and, frankly, if the item was not listed with 'Collect in person' as an option I think it's a bit rich expecting them to change their policy just to suit you.

Had you read the listing fully you would have been aware of BHF's collection policy before you bid/bought. Obviously you didn't, but that's no-one else's fault but yours. And if you really are concerned about buying from a seller who you appear to imply does not historically package items correctly, I cannot help but wonder why you bought from them in the first place...

[technthread]

If they allowed collection in person what would happen is not all of their staff would know about scanning the collection code. Scammers would go and collect their item and then claim they never received it. The charity can't risk it, too much can go wrong. 

[237ben]

Kempseykate's reply makes perfect sense. 

Each individual eBay listing shows the postage/delivery/collection option(s) available for that item. It’s the seller’s choice: not a buyer’s right to dictate. Nothing wrong with asking (politely) if an exception can be made, but the time to ask is before one bids/buys. 

Yes, a BHF shop is a high street store. But it’s a charity shop, mainly staffed by volunteers: good people, giving freely of their time and energies, but not all fully conversant with all the different procedures and processes. Not all will have a full.time manager who knows all these things, fewer still will have a Digital Assistant on the premises. I have run a shop with some wonderful volunteer staff and, believe me, you make things as simple as possible for them; otherwise it creates a whole world of problems. 

[objects-of-intrigue]

It's called flexibility, good customer relations and the human touch. The only reason they would have such a policy would be their lack of transparency regarding condition of their products. Terms and conditions is the resort of the scoundrel. Especially as I am actually saving them time and as everyone knows time is money.

I suppose if you exist in a vaccuum outside normal commercial practice where you pay little to no rent and you get items for nothing as these ubiquitous charities do, then standards mean nothing in the great scheme of things. Standards as in actually caring for the product you send out. Yes I looked at their reviews concerning packaging after purchase. 

Sure you can claim then it is my fault. Again standards. I triple package all items I post. Again because I have standards. Under no circumstance would I send a product in a plastic bag without any supportive frame around it.

Again because if you exist outside the real commercial world it doesn't matter how you send out a product.

Again. Standards. It is immaterial what constitutes their policies in my mind because I base my interactions on higher ideals of service. 

They are a wretched charity anyway who have lied about dietary causes of heart disease for decades, promoting margarine and vegetable oils that cause the conditions they claim they have a desire to prevent. But again if there is no heart disease their entire raison d'etre disappears.

[technthread]

Think about how impractical it is for them though. Aside from scams, who at the shop has access to the eBay account? I have no idea how they work but let's say the manager isn't there and can't scan the collection, are they seriously going to give a volunteer access to the charity eBay account. Imagine what could happen if their account is compromised.

[objects-of-intrigue]

Again. Throwing an item into a plastic bag and sending it out is not good service. There should be a minimum standard. I asked how they send out items and she confirmed yes in a plastic bag.

This is a book with a dustjacket. It is a collectible book who's value depends largely on the condition of the dust jacket. The individual who donated the product would expect their gift and it is a gift, to be posted with due care and attention. Which apparently I do not warrant.

I am happy to have the item posted. So long as it is posted with due care and attention. Which apparently I can have no expectation of. Because according to your logic they are a charity.

[thesmokingrunner]

I do seriously wonder how you managed to put aside your evident contempt for, as you so succinctly put it, such a wretched charity for just long enough to buy something from them. If they really are so bad why on earth would you even look at their listings, let alone fund their on-going campaign of misinformation?

Standards? Physician, heal thyself...

[objects-of-intrigue]

First time I've ever purchased from their ebay account and the price I won the item for was a bargain. In hindsight maybe that's because no one trusts their postage protocols. Sure I assumed I would be doing them a favour but will more than likely not get my way.

Terms and conditions is one of the main reasons this country is such an intolerable place to live in. Corporations have them to cover their asses from bad practices.

The problem is people aren't forthright enough when dealing with these organisations who probably would have a far worse score if those who returned items were allowed to post a review of their experience.

[237ben]

I too can think of a lot of problems with numerous charities. There’s something fundamentally wrong with the whole system when public schools can enjoy charitable status, and that’s just for starters.

But I cannot fault an organisation for clearly stating it's Ts&Cs and transparently adhering to them. Ts&Cs are not "the resort of a scoundrel"; they are simply a clear way of saying "this is how you can expect things to be done." Which reasonable person would see anything wrong with that?

But then I fail to understand why any reasonable person would be buying from an organisation they apparently despise so.

[papso22]

My guess would have been that they have seen the opportunity for a profit on resale, but only if it arrives in good condition.   However, as the OP has a private ebay selling account (with over 400 boks for sale) that obviously can't be the reason.