Money back guarantee my **bleep**!!!

[samacham_11]

Please help me, I had an order that was already a week late being delivered, on the day I specifically asked for parcel to be left with a neighbour as I wouldn't trust my area for something that expensive to be left without being signed for. The driver emptied my box outside and left parcel in it , with a notification that it was signed for by me. (Since then driver has denied emptying my pots and hoses from it, so they are a liar as well as being a bad delivery driver) Nothing through the door to let me know. eBay and dhl say it was misdelivered but I still haven't had my £275 back and this is from the 7th June 2021. They put a 'white glove' on my account and said that it would be sorted finally by the 21st July. It's the 22nd today.What can I do to get my money back please? I totally live month to month and I am seriously short because of this muck up and it's making me sad. Thank you for reading.

[red_magpie]

eBay and dhl say it was misdelivered

What EXACTLY does eBay say? Both you and your seller accepted in eBay's money back guarantee policy that disputes over delivery will be determined according to the tracking record. If the tracking record confirms that it was successfully delivered, eBay will find in the seller's favour and they will not be required to refund you.

I don't know what a "white glove" means, but if there's any doubt about the tracking record the case may possibly still be open. This is what's important. If the case is closed against you, you can appeal or open another case through Paypal, if that's how you paid. But you will need to accept that eBay and PayPal can't investigate deliveries, and are likely to go by what the tracking states. PayPal might be more flexible if you can prove some error in the tracking record.

[samacham_11]

I didn’t have PayPal, I do now though after an eBay advisor told me to get it to recurve my refund. I am stuck because eBay and dhl say it was delivered as there is a picture proving it was left outside my house in a garden storage box. It wasn’t in there when I went to get it after receiving delivery notification. So had to report as stolen to get crime reference number and my argument is not that it wasn’t delivered. It was stolen before I received the message to say it was delivered to me and I signed for it. I didn’t sign for it, nor did I get the parcel because dhl driver didn’t follow instructions and left it in an unsafe place . And now I’m £275 down and very stressed as not getting anywhere after over a month of going backwards and forwards between dhl and eBay 😞

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[redwick1]

Your problem is with DHL not ebay

Ebay money back guranatees the money back but not if the item shows Delivered

You need to contact DHL and sort it out with them

If you dont get anywhere then try Citizens advice for their help

If ebay said they will help then you will have to contact them as we are members like yourself

Top of the page under Seller help then scroll down for options of call me back or chat with us

[samacham_11]

DHL say I am not their customer, but have still sent me the email to say it was their drivers fault, which eBay asked for. eBay is who I went through to order off , I am their customer. The shop on ebay is DHL’s customer abs I am just getting nowhere with any one .I have spent lots and lots of time emailing and phone calls, plus online chat and still no outcome. Thanks for replying.

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[redwick1]

You did not buy from ebay you bought from a seller on the ebays platform. Couriers and RM will usually only deal with the person that bought the postage so that would be the seller. The seller does not have to do anything as the item shows Delivered and ebay will go the the seller in that case. Your problem is with DHL. Contact Citizens advice for their help. I undestand how difficult it is but the seller does not have to refund and I doubt ebay would but if they said they would deal with it then all you can do is to phone again.

[samacham_11]

Thanks , looks like it is CAB time even though eBay said they would sort it by the 21st but haven’t even stuck to that either. It’s been awful customer service from eBay and the shop running through eBay.

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[john1297576]

There are conditions to the Money Back Guarantee. If tracking shows as delivered then the MBG is not applicable, it is the Company responsible for the delivery who has to explain.

If ebay broke their own rules the MBG would be completely useless as everyone could claim a Refund whatever the tracking said.

The MBG is a bonus, ebay is not required to offer it, it is in addition to your legal rights.

[samacham_11]

I even had to contact the police to get a crime reference number, eBay wanted an email from dhl which dhl did, but I’ve still not got my money back. DHL were contacted by the shop and sent picture of delivery to them so shop hasn’t done anything for me , dhl say I’m not their customer but still helped me, the eBay shop haven’t chased it up and they are the customer that paid dhl to deliver it but they still aren’t helping me , I don’t know what to do next.

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[redwick1]

You did not mention any shop before. Where does that fit in?. This post is very confusing with what you have said up to know. You need to either contact ebay again or contact Citizens advice for their help or both.

[samacham_11]

eBay shop , shop I spent money in online. By clicking on to eBay .

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