eBay

jansenking · ‎07-04-2025

Purchased some ladders in October 2024 which bent and collapsed when I stepped on them. The ladders landed on my partners head. Had problems with seller who sent out a replacement not a refund. Come January this year the product was pulled from Ebay and they sent a message to contact seller who has completed ignored me. Finally managed to get Ebay to call me who advised they could not help as money back guarantee is only for 30 days after purchase. Not sure what to do. Attached photos are of the aluminium ladders and said injuries.

tobiasd4 · ‎07-04-2025

Ebay are correct. MBG is only for 30 days.

Try contacting citizens advice.

jansenking · ‎11-04-2025

I think you are missing the point. No one wants to take responsibility. It should be the seller. Seller won't respond, so Ebay should help me with the seller as they allow the seller to sell an unsafe piece of equipment in the first place. That is what I want, not a money back guarantee from Ebay, they are just the platform. If the seller won't respond then Ebay should step in. In the real world, if there is a product recall it is constant not just after 30 days.

tobiasd4 · ‎11-04-2025

Ebay do not sell anything.

MBG is only for 30 days, it is in addition to your consumer rights.

Have you contacted citizens advice?

Lots of these ladders have been recalled, they are no doubt aware of it.

jansenking · ‎11-04-2025

I didn't say Ebay was the seller, I said platform, they allow these sellers
to sell products that are not fit for purpose and pose a health and safety
risk. Ebay make money from the seller so they have a responsibility. All
they are doing is turning a blind eye to the fact that sellers are peddling
products that don't meet the safety standards for the country to which they
sell, that is unlawful and Ebay allows it to happen. I don't know who you
are but you are siding with Ebay not the consumer. So there really is not
much point is there. Citizens advise? Come on, are you for real?

jckl1957 · ‎12-04-2025

This is an Ebay member to member forum and mentors can only advise on Ebay policy.

There is no way Ebay could or would have known the items were unsafe. There are millions of items listed on the site so any sort of checks would be impossible.

If you want UK safety standards, then you should have bought a UK made product from a UK seller.

I believe the ladders were sold by an overseas company so there is no legal route (as far as I know) for compensation for the cost of the ladders or injury caused by their use.

However, contacting Citizens Advice is a good idea. There are moves by the Ladder Association and the British Safety Council to try and get the government to take action against the sale of unsafe ladders. You could add your voice to those complaints and concerns.

However, Ebay is not going to compensate you for the cost of the ladders or any injury caused by their use.

"There are two ways to be fooled. One is to believe what isn't true; the other is to refuse to believe what is true.”
Søren Kierkegaard, Danish philosopher (1813 - 1855)

red_magpie · ‎12-04-2025

No one wants to take responsibility.

But what about your responsibility as the buyer?

Buying on eBay is not like buying from the shops. If you read the user agreement, eBay even warned you that "they do not guarantee the existence, quality, safety or legality of items advertised, or the truth or accuracy of descriptions".

Would you have bought this from a shop that stated this? It was your choice to buy a ladder from an online site which actually warned you there was no guarantee it would be safe. Buyers should open their eyes to the dangers of buying from unknown sellers on eBay.

eBay makes it clear that they won't even help get your money back after 30 days. If you paid by credit or debit card you could contact your card issuer to see whether they can still help.

If the seller is a registered UK business seller your statutory consumer rights should apply - although enforcing them against distant, uncooperative eBay sellers may be difficult or impracticable. If the seller is registered abroad even this option won't be available.

You can also report your experience to trading standards - but again, if the seller is based abroad there may be nothing they can do. I'm afraid that you - and your partner! - have learned the hard way that eBay is a jungle.