Item Cannot Be Found At Click&Collect (Collect+) Point

[amur-leopard]

Has anyone else encountered the problem I have, which is that I was notified that my item was tracked and delivered to the nominated Collect+ shop but they appear to have "lost" the item.  I went to collect it and they could not find it, at which time the manager was not helpful at all and said (quote) "I cannot explain why". 

An 'item not received' case had previously been opened as the item did not arrive and there was no communication from the seller when I contacted them.  When I opened the case I had requested 'Refund', but at the deadline for escalating the case the seller apparently sent out the item instead, and it was tracked/delivered to the collection point.  I would have preferred a refund but decided to give the seller a chance, so I tried to collect the parcel but to no avail.  I even went back to the shop a few days later to see if my item could be found (thinking it may have been tucked away underneath a larger package or something), but again the shop assistant searched and could not find it.

In the meantime of course, eBay had closed the case as the item was marked as delivered!  But I wanted to know what I should do next as there does not seem to be any suitable Option to click when I tried to sort this out on the eBay Help pages.  I am rather confused and frustrated, and don't know what to do or how I stand in this matter.  I would appreciate any advice from the Community on this!  Thank you 🙂

[john1297576]

Why anyone uses this stupid risky scheme I don't know. If you can't be in for a delivery, all you need do is arrange for delivery to a Friend, Relative or Neighbour. It is simple enough, before paying you change the delivery address on the paypal payment.

Click & Collect involves far too many points at which Human error can occur. Seller sends to Store, Store tells Ebay it has been recived, Ebay sends you the buyer the Code to Collect. You then have 7 days to collect.

An innefficient and slow system with every day a number of buyers losing their money, and that is only based on those who come to the Answer Centre.

[amur-leopard]

Hello @john1297576

Thank you for your Answer above. Rest assured - now that I know it is a risky business I shall not be using the Click&Collect scheme again (on eBay at least). I did not know that it operated in such a complicated way (as you described) but you live and you learn. I opted for it in the first place ONLY because I have been caring for family members away from home and would have missed the delivery; plus where I live is a block of flats where no-one knows their neighbour, so that wasn't practical for me. I had no idea the scheme was so unreliable! My package could not have simply vanished - someone somewhere has the item! I was just lucky that eBay had the ability to understand what had happened when I told them of the problem.

Kind regards

[corred]

@amur-leopard 

Could be that you left it too late to collect ??

• The Click & Collect system is designed to make it easier for buyers who may not be home to receive a delivery to instead have it delivered to a Click & Collect location instead
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• There is no additional charge for Click & Collect BUT that does not mean free delivery........the postage charged will be the same as having it delivered to your home address, as the seller still has to post the item to your chosen store
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• When the item is delivered to the store of your choice the staff unload the details to the Click & Collect database & this generates a collection code for the buyer which is sent to you by email..........you cannot collect the item without this
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• Once the code has been issued the goods MUST be collected within 7 days
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• If not collected within 7 days then the buyer is deemed to be in breach of contract in effect making the transaction null & void.....a buyer at this point loses all eBay protection & has no claim for compensation.
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• The Click & Collects store has 3 options at this point.....if there is a return address it may be returned to the seller (at which point they should refund)....but this is the least likely outcome........the store may also dispose of (destroy) the item or donate it to charity
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• Buyers wishing to use Click & Collect should think carefully as stores will not extend the period for which they hold items, fail to collect withn 7 days & you will usually lose the goods & your money
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• Can you imagine what would happen in store if the staff stated the item had been destroyed or donated to charity....for that reason the store will always say it was retuned to the seller

[amur-leopard]

Dear @corred

Thanks very much for this info, I appreciate your time and consideration in your fast response 🙂

Fortunately, after spending a bit more time searching for how to contact eBay to put this matter right, I managed to phone them and they are going to refund the purchase price.

I was aware of the 7-day time limit on the Click&Collect and I did visit the shop within the time limit (twice!) but they actually lost the package within their premises. I explained this to eBay and they said this happens from time to time, and were helpful in that they understood the situation was beyond my control and therefore agreed to refund. I will post again if the refund does not show up (!) but hopefully this disappointing experience can now be laid to rest. And I shall not use this particular outlet for my Click&Collect ever again !

Another nugget of information is that the seller appears to have closed their eBay account where I purchased this item, as there are hundreds of buyers leaving red feedback because of non-receipt of their items. Also the seller's 'Items For Sale' list is EMPTY now...

I love your ".....star....shine" saying on the last line. Thank you.

[corred]

@amur-leopard

If the seller has gone then eBay have removed them as a seller cannot close an account until 180 days from their last sale

[amur-leopard]

Thanks again, @corred ,,, I did not know that is what eBay does in this scenario. I've only ever been a buyer on eBay so I don't know about the selling rules and regs..

Kind regards

[arkwebus]

I underline what @john1297576  says!  If your seller sends by post [Royal Mail] then all that really needs to be done is for you to instruct Postman not to try to deliver to a neighbour. They will leave a card and it goes back to RM custody [Post Office or delivery office] where it stays happily and securely for 15 days.

You can even send a trusted person to collect with ID and the card.

Don't depair - we seem to hear of many problems with C+C and you at least have a happy outcome

@amur-leopard