How do I escalate a complaint about possible illegal practice by eBay itself?

[kentvr]

I have had an issue with a voucher. An answer I have been given by customer services would mean that eBay is guilty of price misrepresentation. 

How do I escalate this beyond the 7 different operatives I have so far had contact with? I have asked for a director to contact me on several occasions but no contact so far. 

I am myself a very senior retailer and know the legal issues around this well.

[red_magpie]

EBay doesn't have a compaints procedure. All you can do is to write to the address in the user agreement, or possibly to their European HQ in Dublin. Please let us know if you receive a reply - we keep asking members to do this, but no-one ever has.

We receive a lot of questions about vouchers. Almost without exception the answer is to read the conditions carefully. EBay's computer knows them exactly, but few buyers do.

You may know the legal issues well, but how well do you know eBay's user agreement? Good luck, but most users would be appalled if they realised the full extent of powers that we have given eBay in the user agreement.

[kentvr]

Doesn’t matter about the user agreement. Uk law is clear and paramount on this point. If you agree a price you cannot charge something different surreptitiously without committing a criminal act.

Whatever it says in the small print!

Sent from my iPad

[pixiesen2012]

what 'voucher'?

what has actually happened?

[kentvr]

Long story but used a 5% off code, was shown as £50 off on £1050 in basket. PayPal invoiced for full £1050. Customer service say that even though it shows a discounted price in basket that because 5% is over £50 limit then no discount is given at all, not the £50. Obviously this is misrepresenting the charged price and is illegal - if customer services are correct. Hence the need to escalate.

[kentvr]

May have done the reply wrongly - I added a comment. New to this part.

Sent from my iPad

[papso22]

You can only escalate by writing to the London address given in the user agreement.  However, if the advertised terms and conditions said the voucher could not be used in these circumstances,  then that would override what the basket indicated.

[kentvr]

Thanks papso22, it doesn’t limit the spend in the terms, just the discount. The basket is the key document prior to purchase, if that does not reflect the price charged then it is fraudulent.

[*vyolla*]

Baskets don't indicate the final charge though as discounts are shown at eBay checkout. The total payment you are authorising is on view, that's when you can check to see if any discounts have applied. 

[kentvr]

You are quite right, I’m using the wrong term as the discount is applied at the checkout, as it was showing in my case.

Sent from my iPad