Faulty Item Received - Not as described - seller Unresponsive

[familyshopping2020]

I'm not sure if this is the right section for discussion and support, but I need advice. I’m feeling extremely frustrated and angry, and I don't know what else to do.

On  May 31, 2024 , I purchased an Apple iPhone 11 from a UK-based seller on eBay, listed as brand new. The phone arrived sealed and appeared to be in new condition. However, on February 26, 2025, it suddenly emitted a loud static noise and stopped working.

I took it to a professional repair shop, where I was informed that the device was not new, but actually refurbished, containing non-original parts, and possibly even counterfeit. This was extremely concerning, as the seller had claimed the phone was brand new and came with a 12-month warranty.

Here are the steps I’ve taken so far last from February.
• Contacted the seller multiple times but received no response.
• Reached out to eBay customer service via live chat, phone, and a formal postal complaint. Despite my efforts, eBay has been unable to help. When I asked why the seller is still allowed to list the same product as new, I received no clear explanation. The seller continues to advertise the same model as a new, genuine Apple iPhone 11, and eBay has taken no action.
• Reported the suspected counterfeit device through Apple’s official reporting system.
• Contacted my bank to request a chargeback, but they informed me they couldn't assist since the purchase was made over 120 days ago.
• Reported the issue to Trading Standards, as advised by eBay, via Citizens Advice Bureau. Citizens Advice acknowledged my report.
At this point, I feel I’ve exhausted all available options and feel helpless. The seller misrepresented the item, eBay has not taken responsibility, and I’m now stuck with a non-functional, potentially counterfeit phone and no support.

I’m seeking any guidance or assistance on what further steps I can take to resolve this issue and hold the seller accountable.

[**peaseblossom**]

The only other thing to try is money claim online (previously small claims court):
https://www.moneyclaim.gov.uk/web/mcol/welcome

Best of luck.

[tressygirl]

You cannot report this to eBay as they do not offer warranties or guarantees on items, just that they are just as described on receipt.  If they are not,  a buyer has 30 days under eBay's 30 day MBG,  Money Back Guarantee policy,  to return the item for a full refund.

If you bought this from a Private seller you are too late to claim a refund.  Unfortunately you are also out of time to claim from your payment provider,  too.

If purchased from a registered UK business, who offered a guarantee and is now not upholding this,  then turn to Citizens Advice for your next steps,  if you wish to take this further.

@familyshopping2020 

[familyshopping2020]

Hi, thanks for your response. The item does come with a 12-month warranty, but unfortunately, the seller is not responding. When I contacted eBay customer service about this, they simply advised me to get in touch with Citizens Advice Bureau.

Also, every time I contact eBay customer service, it feels like the call is outsourced outside the UK, and the representatives don’t seem to fully understand the situation. I even submitted a formal complaint (postal), but they still didn’t grasp the issue properly and ignore.

What really frustrates me is that, despite raising this issue with eBay, the seller is still actively listing the same item on their platform. I’ve already reported the issue to Trading Standards via Citizens Advice, but was told there’s nothing more they can do. I received confirmation that the report was submitted, though I was informed I might not be contacted further.

What angers me most is that eBay continues to allow this seller to operate, even though there are clear concerns about the legitimacy of their listings. It feels like eBay only cares about the revenue they generate from sellers.

At this point, the only option I see is to pursue a small claims case through the court.

It really feels like the seller is getting away with selling counterfeit or misrepresented products, and eBay is turning a blind eye.