eBay

lafo956 · ‎27-10-2025

This seems to be common, as it happened to be a few weeks back but I had another item being collected by DHL days later and they took both items on the second collection so it was resolved that way. However, I can’t seem to get it resolved this time, I’m currently waiting on emails from DHL and EBay who said they’d get back to me but I doubt it.

What is the best method to solve this issue?

I can’t get over what a terrible service this is as there seems to be no clear avenue to solve it, and they straight up lie about “closed premises”.

**peaseblossom** · ‎27-10-2025

You could cancel with buyer's agreement and relist opting out of SD to choose your own postage, for them to buy again. Not strictly legitimate but I don't see an alternative unless you pay for other postage yourself which isn't fair. See the advice on here:
https://community.ebay.co.uk/t5/Seller-Central/How-do-you-list-anything-bigger-than-61cm-Part-two/m-...

lafo956 · ‎28-10-2025

Well what a nightmare.
I called DHL for them to try and lie to me that they’d attempted collection each day but that no one was home, I let them know someone had been home each of those days and I also have cameras.

They then promised me someone was coming today, guess what? They didn’t.
We decided between the buyer and myself to cancel but to add insult to injury DHL mark their non-collections as dispatched (is this some kind of cover for them not doing the jobs? I don’t know) so you can’t cancel the order.
I tried going through eBay’s customer service to cancel it but they were unable to so I had to manually refund and then they helped me get back my promotional fees for the order. I will also have to send a claim to get the postage costs back.
All this because they don’t have a clear way to rebook a collection… it’s madness.
Do not use DHL!