eBays 'customer service' has become terrible.

[pavlovsdogz]

Good day everyone.

I have been a seller on this platform for many years but over recent weeks eBay have made this very difficult. Customer services have lied and made decisions that go against the service it pretends to provide.

Example 1) Three weeks ago I sold a large item which is collection only. The buyer paid for the item and when I attempted to share my details for collection, my messages were not sent and a warning appeared about attempting to sell outside ebay. Over the past few weeks several hours have been wasted repeating the same issue with various call handlers who would "put me through to another dept" or make promises that "it is in hand" or "it has been escalated". Nothing has changed and the original issue remains. 

Problem 2) I posted an item through eBays Global Shipping Program (GSP)as it was destined for the US. The item arrived at eBays warehouse and was signed for. A month later the item is still in the warehouse and has not been shipped. EBay were contacted and promises were made of the 'money back guarantee" with GSP.  However, when the buyer said they had not recieved the item eBay refunded the from my account! I appealed this and provided all of the receipts and proof of purchase they requested. A response came back quickly stating the decision to appeal was not accepted as the buyers address was "wrong". The buyer in the US and my parcel was delivered to an address in the UK. I tried to discuss this and I recieved an automated response that my message will be reviewed within seven working days. 

Absolute joke and I'm stuck with a large item with a buyer who doesn't know where to collect his item from and I'm down £100

[jackthebordercollie]

Was the address Lichfield by any chance???

[abbottrowlands]

Yes i have just about had enough of ebay as well. Their customer support to businesses that provide their income has to be the worst. I have spent weeks trying to sort issues out. They have no understanding on people's businesses and just do what they like with no communication. They restrict accounts and very unhelpful. It's time to move on , we do not have any issues from any other platforms we use and they don't seem to be bothered about losing business from their platform

[keltyk1]

I remember when customer service was excellent, compared to now.  It's horrible now.  It's increasingly hard to get human assistance, and useless when you do.   The agents used to fix every problem in minutes.  Now they fob you off with 'the support team will get back to you within 72 hours.   But they never do.  It feels like CS has been farmed out to some company in India that is scamming EBay by pretending to provide a service that it does not.   

[the-leogates-show]

I have been using eBay for ages… over 13 years now.

Today I will start moving into other platforms after the experience suffered… Today I spoken with eBay for nearly 5 hours. Basically I have to purchase a new label as my item was over weight. Before I did this I contacted eBay by chat at 14:00 and asked them for advised. The advisor told me to rearrange the new label, update the tracking and eBay will refund the postage cost. So that what I did… at 15:00 I called back and spoke with them on the phone this time, we updated the tracking but the lady told me that there is not refund and the postage is down to me. Obviously I replied that the previous agent told me something different and when I mentioned about the screenshots and the transcript she stays quiet for around 40 seconds  and put the phone down on me… No a bad signal, no way as I could hear her colleagues talking on the background. Anyway… the conversation ending at 15:30 approx… I tried to reach EBay and I started a battle with them as everyone put the phone down on me or left the chat for nearly two hours… 🥲

Finally, someone answered my call request and everyone of them were rude, arrogants and unprofessional and I repeated UNPROFESSIONAL in five occasions I have to request the advisor to stop as their tone of voice is out of line and I was not rude, aggressive or used any foul language during the conversation. They told me no refund will be given even when the acknowledge that their advisor was wrong…. 😑 they told me this in ver very rude way and in way in which they didn’t want to talk to me. Literally I even said that to them in multiple occasions. 
What is wrong with you eBay… you should retrain your staff and you should tell them to save their attitude to other customer that causing trouble… honestly review your transcripts and conversations… I will start selling more in whatnot even when they have fees and the service in even more bad than eBay but at list they have a clear policy and guidance and their staff is not UNPROFESSIONAL as yours 

[dch2112011]

Reading what you have written,ebay seem to have given you the correct advice originally, if the original label remains unused ebay will refund to the payer of the label - the label you purchased is your cost.

If your buyer purchased the label you could have used the label even though it was underweight as long as you did not specify the size and weight incorrectly - your order would have been delivered.

If you purchased the label then you can claim the original label cost from ebay and you pay for the replacement label.

[edwardian-dreams]

Just for a laugh I’m going to contact them tomorrow if I have time and ask how do I send a large parcel please and will report back 

🤣🤣

[dch2112011]

Act Dumb and ask them to talk you through listing with SD as you do it !  They might just try to help - then drop the weight and dimensions on them and smile !

[edwardian-dreams]

Don’t worry I will get a proper answer out of them 

[dch2112011]

The reason I suggested the 'help me list' approach was that they can see what you are doing and how it works - as they talk you through it - they will then have to take you seriously -  just a thought !