Item not received, marked delivered, seller abusive and wont comply

[malachite90]

Hi all,

I'm just needing some advice, and a bit of a rant really.  

Had a stressful morning due to the awful seller on a simple problem that happens with RM sometimes. Delivered to wrong house by accident.

I bought 4 terracotta trays at £32. 

Marked delivered yesterday. I hadn't received. When it shows tracking -  it shows a shot of a different household it was delivered to - 

So I've not received what I paid for.

My house is red brick,  tracking whoever it was delivered to was yellow brick. (Not my  neighbours houses )  I went to the lengths of photographing my front door, alongside the tracking showing an utterly different household to the seller.  Just to prove my case  Assuming they would sympathise and help.

They have been difficult, and now abusive.

I have included the screenshots to you of the feedback I sent, as it allows just one upload here. 

The item is marked delivered, but not to my house, it's successfully delivered to a random person's. The seller is abusive and refused to help. The address i provided is correct. How do i resolve this please?

It's so frustrating. I have been fair and reasonable. They have been shockingly disrespectful and made various unfounded accusations, made personal remarks and made excuses instead of dealing with the problem, I feel so stressed 😫 

They said it's not their problem and won't help. They bragged about how many thousands of parcels they sell, when it's literally a few a week.

I got called an idiotic middle class pen pusher, for no reason ( maybe because i bought terracotta trays and not plastic ones for the first time - I'm not middle class and I'm not a penpusher or an idiot )  then just more insults after.  I've reported it to Ebay. They got really petty. My blood pressure has been up all day due to their nastiness 😞 

The seller also has a lot of negative Fb.

They seem so ignorant how they are + not just rude? I'm astounded tbh. I told them their attitude was appalling, and I've left them a negative.

I got so fed up, they got themselves blocked as they resorted to insults.

They can't just rip me off like this?  and because Ebay cases are automated I'm concerned opening a case that won't work, as the item tracking is marked delivered. 

Instead of helping, the seller accused me of scamming or having something to hide, and then just insulted me. For no reason. I have evidence my parcel wasn't delivered to my address. When they said they had GPS proving it was delivered, I  requested they send this evidence ( as it won't be my address) and they just ignored me and called me names.

Feeling tired and exhausted tbh.

The seller also made remarks about "Ps check your wife cheating on you" and he seems to think it's related to RM delivering to the wrong house by accident.  I find his logic and critical thinking quite bizarre. Crazy making ? 

I am a woman and I don't have a wife. The name of the parcel was in my bfs name, to my house. 

Help please ! 

Thanks for your time.

 

[papso22]

You need to open a case for item not received.  You will almost certainly lose but can then appeal with your evidence.  If you lose the appeal try a claim through your funding source, again with the evidence that the house in the tracking isn't yours.

[ile136yz]

To add to the advice already given.   

Go onto 'Street View UK' put in your address & postcode. 

Take a Screen shot of your house & include the Street View website. Include this in your eBay case you open.

[malachite90]

Hi, is that better than me just taking a photo of my house?

 

[malachite90]

the photo that's not my house with yellow brick. Thanks.

[malachite90]

Hi, i could try but I don't know if a Google map photo would be better ? I just know once a claim is opened and closed, based on a delivered mark, even when not my address, there's no opportunity to appeal 😞 

Could I contact ebay directly? Thanks. 

[tressygirl]

Yes,  you can contact eBay Customer Services, if you wish to.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open for ' live agents' 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@malachite90 

[malachite90]

Hi there. Thanks, I may have to do this as the last option

[papso22]

A street view screenshot is better because it is third party evidence of what the house at your address looks like.  Your photo is just your word.

[tressygirl]

You're welcome and Good Luck ,  but as above I Strongly recommend contacting CS very first thing when the lines first open at 8 a.m. for live agents on a weekday,  it's 9 a.m. on weekends.

There's more chance of Dublin answering and less chance of a scripted answer.  Only speak to Dublin,  it's a Live Chat so you'll hear if it's the dulcet tones of the Emerald Isles. 🤗

@malachite90 

[malachite90]

Ah right, now I understand thanks I'll choose that method 

[jckl1957]

I hope this gets sorted out for you.

Just a heads up for next time.

Do check the seller's feedback before you click 'buy' and, have a look at their account status.

The seller you left the negative for is clearly trading - and running a large scale commercial plant business, but they have a private Ebay account rather than a business account.

This doesn't indicate an honest person who understands their obligations as a seller.

[malachite90]

Yeah thanks, I did have a look at the feedback before buying but it  wasn't too concerning, some sellers don't have all positives,  I mean there's few problems that could go wrong with terracotta pots ( unless broken ) and an easy case then. I didn't scroll through the negative fb until later to the seller described as aggressive and abusive.

Also wondering what sort of individual makes remarks about me being a middle class pen pusher? Who does he think he is? An "entrepreneur" "working class" high baller he thinks he's above everyone else? Based on no evidence, making classist remarks and putrid comments, and skirting around the actual issue and the sellers responsibility, and trying to goad instead with unfounded nonsense? He was appalling. And all that was needed was the seller to open a case with the courier they had the contract with - so simple to do.  And he was an antagonistic, stressful a***hole instead.  I can't believe some people are that stunted. It's like he had a low capacity to analyse the situation ? I I provided evidence of the issue and he still refused to comply or rectify it and tried to put the problem at my door. He's responsible, why doesn't he know this ?

I appreciate the advice and yes you are right on that. I have done quite a bit of ebay in 18 I years and  I know immediately who is liable, this seller just denied it, so frustrating! And these seller get away with being abusive it seems, after subjecting buyers to verbal abuse, and the problem is the seller.

[malachite90]

I forgot to add this 

[malachite90]

Unfortunately when you open a case there's no option to even add evidence or photos when reporting it's not delivered. 

[malachite90]

UPDATE 

Opening an eBay case doesn't allow me to send evidence in.

Seller has managed to get my negative feedback lifted for no reason, how do sellers do this ? 

And I have reported sellers verbal abuse to ebay, and they took it seriously.

I am now about to get trading standards involved as the seller has broken the law by their response. And i will attempt to contact eBay directly soon and try a charge back to get my money back 

Thanks for replies

[malachite90]

The 'private' seller is also Facebook searching me and my name, as it has just appeared as a faceless account. Which I blocked.

After I explained in the eBay case the consumer rights act and also that she had broken the law, and have requested a refund.

[jckl1957]

You do not need to contact Ebay for a chargeback.

I assume you have opened an Ebay case for item not received - even if you could not add a photo.

If that case is unsuccessful (because tracking shows delivery) and Ebay close the case, THEN you should go to your payment provider and request a chargeback (open a payment dispute) on the grounds that you did not receive your item.

In the meantime, don't have anything further to do with the seller, even if they try to bait you.

I genuinely don't think Trading Standards will be interested.  You may not want to hear this, but you really don't have any grounds for contacting them.

Ignore the personal comments from the seller and focus on following the correct procedure to get your money back - that will irk the seller more than any reciprocal name-calling etc. could.

[malachite90]

Yes a charge back would be done from my payment method within 120 days. But I am contacting ebay first as I have done it in the past and was very successful in getting a refund.

The seller has broken the law and has not delivered goods to me and has taken my money off me. So trading standards genuinely will be very interested in this private sellers conduct, as they run a shop. They appear to profit from ripping customers off, not complying with the law and also abusing customers.

I have had this seller blocked on ebay, but I absolutely will be pursuing this, for a refund as I am 100% in the right. 

[malachite90]

UPDATE

After contacting Ebay they have granted a full refund in my favour, after I provided evidence of my house not being the one on the tracking. Ebay were really good about it and also recommended I report the seller for refusing to resolve the matter and for being aggressive and abusive, for them to deal with as they say they take it very seriously. 

So a good outcome!