No item received - no refund received

[thecookmeister]

I've been victim to some awful customer service from both eBay and PayPal. I purchased an Apple Watch back in September for £240 which should have been sent via RoyalMail tracked. The seller decided to send via Hermes (which they were not contracted to ship by) who lost my parcel. It was never delivered to me but they still registered the package as delivered. I asked them to investigate and after a few months they concluded the package lost in transit. I let eBay and PayPal know but neither thought they were at fault. As I stand I have done nothing wrong and cannot get my money back or my item. The seller was supposed to claim from Hermes but they refuse to contact me, I believe am entitled to the money from eBay whilst they try to get it back from the seller. Where is this accredited support that I should be entitled to? I have been really disappointed with what has happened.

[john1297576]

You are not entitled to anything from ebay,any refunds come from the seller, there is no fault by ebay.

If tracking shows as delivered both Ebay and paypal have to accept that, if they didn't the whole system of tracking would be meaningless. Whowould use tracking if the extra cost was going to be ignored.

I would have thought you should perhaps complain to trading standards, as this is a common complaint, although when couriers leave on a doorstep for example and item gets stolen, courier has delivered, and it is the buyer who suffers.

You can not call service as awful when seller has done there bit and Ebay and Paypal go by the rules. Put yourself in the place of the seller, you sell, item is shown as delivered. How would you feel if you were then asked to refund. You have completed your part of the sale, how would you feel if accused of "Awful" service?