Incompetence

[johnk4080]

I recently bought a 2nd hand mobile phone at around £700. I paid extra for express delivery and waited for the item to arrive. I started receiving tracking information from the Royal Mail and on the day had an email saying delivery was between 9:33 am to 12:33. My partner was at home, we have front of house and door cameras,so when I received an message from eBay saying the item was delivered, I was surprised that there was no evidence of the postie on any camera or my partner ringing to say it had arrived .

i checked on the proof of delivery photo to find it had been delivered 185 miles from where i live, no name on the parcel, but only a few miles from where the seller lives.

I provided all this information, including multiple messages between myself and the seller.

i was stunned when I received an email saying the seller had provided proof of delivery ( no name on the parcel, wrong address, delivered in south London, when I live in Yorkshire )

Clearly something has gone badly wrong and the people doing the review of the case are incredibly incompetent.

The Post Office person was inclined to believe some sort had fraud had taken place and they would investigate.

How can eBay send me a message saying that the item had been delivered to me when it clearly hadn’t ?

How can they review the information and their response was to deny a £700 refund ?

I have today been in touch with eBay and they have reversed the decision but it is still very disappointing to find their initial response was so badly wrong and without the photo £700 out of pocket. 
EBay seems to make it very difficult to actually complain about their actions and just brush things under the carpet. Does eBay even have a proper complaints process ? Is it hidden away somewhere or simply does not exist.

[jckl1957]

If you do a quick search, you can easily find details of how to complain - see the link below.

The link gives an address for you to send a written complaint.

https://www.ebay.co.uk/help/policies/payment-policies/file-complaint-ebay-commerce-uk-limited-paymen....

[johnk4080]

The link deals with financial issues.

My major concern is the fact that eBay sent me a message claiming that something valued at £700 had been delivered to my house when it, had in fact been delivered 185 miles away. Something is badly wrong with the Simple delivery service. I have spoken to multiple people from eBay, some more competent than others, they are mostly in denial that the Simple delivery service can be scammed. And cannot explain how my problem has happened, apart from blaming the Royal Mail, who have looked into it and said, they have delivered correctly with the information they have been provided with. 

[*vyolla*]

These scam address issues were happening pre Simple Delivery.

When buying an expensive item it's vital to check out your seller. I'd also recommend funding your payment with a debit or credit card, this enables you to issue a not received chargeback. Your card provider will be way more responsive than eBay when it comes to proof of delivery to the delivery address on the order details. 

[johnk4080]

This would have been my option had eBay not taken another look and refunded me . There seems to be something going on with the label after the one issued by eBay has been registered. I believe I caught the scammer out by redirecting the parcel to a post office, this seems to have thrown a spanner in the works. This is the 2nd time this scam has happened. I wonder if the genuine original eBay label which seems to immediately generate a tracking trace, regardless of time and then has another label attached close the the scammers house. The original EBay label still showing the genuine address details. Maybe someone who works in the postal industry knows how it can be done. It was so straightforward when it was Royal Mail recorded or special delivery .

Sent from Yahoo Mail for iPhone

[jckl1957]

The link includes this:

Is your issue not related to eBay payments, brokering, or financial services? You can use our Contact process

However, if you want to make a detailed, official complaint, writing to Ebay's UK Head Office would be what I recommend.

[johnk4080]

I have just had an incredibly poor experience from eBay with multiple issues, some not resolved and serious questions unanswered.I made an offer on an iPhone and explained to the seller that I had previously paid for 5 iPhones over the course of 6 weeks and they were all scams.This was to give the seller the chance to decline the offer, if they were trying to scam. I paid extra for express delivery, through the Simple service and fully expected this to include proof of delivery by signature.This is where things started to go badly wrong. Your Simple delivery service seems to immediately generate a tracking number for the seller, for which I receive a message. The problem seems to be that dishonest sellers are able to change the delivery address by simply putting a new label on the parcel before it goes, for example in a InPost locker ?I am looking on the tracking, which shows the item still in the south of England right up to delivery, which straightaway had me concerned. On the day of delivery your messaging service informed me that the item had been delivered ( My partner was at home, my house has a camera at the front, camera in the porch) no one came. How on earth can you have a system that tells me a £700 item has arrived at my house, when a simple check of the proof of postage, shows the so called iPhone package as a padded envelope, no name, no signature, wrong address, 185 miles from house!!I believe that the seller was trying a scam, which nearly worked due to your employee Samuel, who after reviewing my claim, announced in a cheery manner that after reviewing the evidence, he had found in favour of someone who had not proved nothing whatsoever in his favour !! Clearly this person is not capable of reviewing anything other than items valued at £1.Had I not had access to the photo, then in all likelihood I would have lost nearly £700 and eBay’s response seems to be, we have reversed the decision, now be quiet. Have a look at my recent dealings with eBay and it will quickly become clear that scammers are operating on an industrial level ie 6 transactions, 6 scammers, including another parcel supposedly delivered to my house which was delivered elsewhere, yet eBay is burying its head in the sand and claiming that is not a problem.I would like a detailed explanation on the points I have brought up instead of the standard U.S corporation speak, that I have so far been given.All in all an incredibly poor experience and I have been using eBay for 21 years.
Best regards John Kennovin 

Sent from Yahoo Mail for iPhone

[jckl1957]

Your response is clearly not intended for me  but I did skim read it.

As you mention 'your employee Samuel' I assume this is what you have now sent to Ebay in the form of a letter.

[johnk4080]

Yes, possibly requires retraining, certainly should not be allowed to make decisions regarding refunds.I am guessing he simply did not look at any of the dozens of messages between myself, eBay and the seller and simply read the false delivery message.Very lazy if true. 


Sent from Yahoo Mail for iPhone

[john1297576]

This is what happens when ebay is relying on AI which to say the least is not intelligent.

[*vyolla*]

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@johnk4080 wrote:
 Have a look at my recent dealings with eBay and it will quickly become clear that scammers are operating on an industrial level ie 6 transactions, 6 scammers, including another parcel supposedly delivered to my house which was delivered elsewhere,

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Just a bit of friendly advice, but again you must check your sellers out before buying from them. 6 recent scam purchases is a lot, and this could work against when you try and obtain a refund for 6 recent orders.