Returning local collection item for refund

[kharri99]

My wife purchased a mountain bike for local collection she paid via ebay and scanned the collection code once picked up. When she got home the bike had multiple of defects the entire brakes had been removed 3 spokes were missing from the wheels and the tyres were different to the ones in the photo. I contacted the seller stating I wasn't happy as I had asked all the necessary questions relating to the bikes condition, but his reply was simply "ha ha this is the first item I sold" he accepted the return after I initiated this through ebay, but I've contacted him twice to arrange for us to drop the bike off but I've had no reply. I have contacted ebay and they have confirmed it's my responsibility to return the bike and wait at the house for the seller to refund us, we feel uncomfortable doing this. Do we have any other options?

[jckl1957]

If you paid via Ebay, and you have opened a case stating the item is 'not as described', it is up to the seller to get the bike back.

Have you opened a case?  What reason did you choose?  When did you open the case?  (More info means better advice)

As long as the case was for a faulty or 'not as described' item, you should go back to the case and ask Ebay to step in.

To be clear:

The seller has to arrange for the bike to be returned - either by collection by them or a courier.

There is no way you would have to wait at the seller's house while he refunds you.  It would be done through Ebay and go from the seller back to your funding source via Ebay.

[kharri99]

Hi yes I opened a case I put item not as described as the issue and supplied photos. The seller has accepted the return. I have a message from ebay saying I have until 14th November to return the bike, if you require a return postage label request one from the seller, but obviously it's a bike and cant be posted. So this is when I contacted ebay a little earlier and the woman said it's my responsibility to get the bike back to the seller. She said dont leave until the seller has either confirmed he has received the bike via ebay messaging or wait for them to initiate a refund through the app. None of this felt right to me also it's over 30 miles away so not just around the corner.

[papso22]

That's nonsense, the return process for a collection in person item is the same as for a posted one.  The seller has to arrange to get the item back.

The option  to escalate to ebay will appear in the case after 4 days.  Escalate that way.

[tressygirl]

Just to add to the excellent and correct information given,  totally different to what the eBay CS agent proferred.

If you do need to contact eBay Customer Services for this case later,  or any other,  then contact them very first thing in the mornings when the lines first open preferably at 8 a.m. on weekdays,  as there's more chance of Dublin answering.

@kharri99 

[kharri99 · Accepted solution]

Thanks for all the replies, I have phoned ebay again and they have
confirmed the original advice was incorrect. As you have all stated it's
down to the seller to arrange collection of the bike or sort a courier
thanks everyone I'm glad I doubled checked, but it's a bit worrying the
original advice I was given. Just to note I was put through to an American
lady first.