disputed click and collect

[sheilaq8085]

Hello Community

I purchased an item through click and collect estimated delivery date 18 July.  I received no communication that the item was ready to collect with the necessary reference number. Last week I contacted the seller who contacted the courier (ebay's own parcel service) who reassured him the item had been collected.   I have sent him a screen shot of the order details which in my experience change once the item is collected to say ITEM PICKED UP.  My order details still say your order is being prepared for collection.  I don't know how to proceed. Suggestions please if there is any recourse available here. 

thanks 

Sheila

[john1297576]

You can open a Not Received Case. Unless Seller has proof of delivery to the C & C store you will get a refund.

I would suggest that you avoid  "ebay's own parcel service" where ever possible. Ebay doesn't have a parcel service, it is Packlink, and they never deliver anything, but use Hermes, who then fail to collect.

Any Parcel service that needs THREE companies to do the simple matter of efficient delivery just makes so many points at which things can go wrong, and no one wants to accept responsibility.

[sheilaq8085]

The seller copied an email sent by PackLink reassuring him that the item had been delivered which he feels is all he needs. I am amazed that ebay would not have checked the order records which are clear that the item has not got a collection number and has not been collected. It would be worth doing a test case of item not received to see what the outcome would be as ebay might just say it was collected and that was it and I would be made to look dishonest.

[sheilaq8085]

Ebay have now given my missing parcel a click and collect number which when entered at the shop was rejected with a confusing notation that the customer could only pick up the parcel with a click and collect number. The number was checked twice and was correct. I rang ebay who said `not to worry about any click and collect issues', maybe the shopkeeper had lost the parcel. No explanation offered when I pressed them twice as to why they would not investigate this. They insisted that my only option was to open a dispute with the seller who unless he could prove that the parcel had been delivered to the shop (ah ha the `false' click and collect number?) would have to refund me. This sounds like an excellent example of not taking responsibility on the part of a powerful corporation.