horrendous customer service

[printermaintenanceltd]

I have been a member on eBay selling for 13 years and never have I been spoken to or disregarded like I just have in the full 13 years, eBay proceeded to refund the buyer after the buy sent a letter back instead of a printer! So I proceeded to put all the information in a case for eBay to refund them so they have a refund and our printer, our property! I then requested a call back for the appalling guy on customer service to keep repeating over me back office will deal with it so I asked if I could speak to back office as they have our printer and our money for him to say cant do that sorry and put the phone down! To say I am livid is an understatement. Rude, unprofessional, unhelpful and I want to make a complaint. How do I go about doing this. I have never felt the need to in the 13 years I have been on eBay but he was unbelievably disrespectful. 

[red_magpie]

I want to make a complaint. How do I go about doing this.

You can't. eBay doesn't have any meaningful  complaints procedure* and it's money back guarantee scheme is unregulated, so there is no right to any independent appeal. All you can do is appeal eBay's decision to eBay itself.

* In fact, there is a complaints procedure, but as one eBay explained to us "It is used for formal complaints, it is very rare for it to be needed or for it to be the best option to help a member. It cannot be used for appeals of suspensions, restrictions, eBay cases or a lot of other things."

In other words, eBay does have a complaints procedure - but it can't be used for the very things users want to complain about!

Incidentally, if you're thinking of suggesting that eBay should have a proper complaints procedure, eBay's policy on members' suggestions is that they don't accept suggestions from members!

[*vyolla*]

It may be too late now but, for future reference, there is a process to follow. The usual way forward in these situations is that the seller accepts the return and gets their item back, if it isn’t their item they then immediately file a report with Actionfraud and get a reference number.

The seller then clicks the "Report a problem" link in the case, selects "Different item returned" as the reason and provides the Actionfraud reference number and report. This stops the automated returns process that would ultimately force the seller to issue a refund.

Then, someone at eBay reviews the case. As to what happens next depends on a few factors - if the buyer has done this before, if the seller is a long standing eBay member who's had no issues like this before etc.  We've seen a good few threads recently here in which the sellers have been in a similar scenario but have not lost out.