Help/Advjce

[nicolas5254]

My mum bought a mattress from a business on eBay approx 6 weeks ago. Everything is fine. 
She ordered some vitamins on the weekend and paid for these but for some reason the mattress was in her basket and charged her again. She’s 65 so not great online, I advised her to contact eBay & the seller to request to cancel the mattress. Within 6 minutes of placing the order EBay replied and said the order can’t be cancelled as the seller has sent the item. All in 6 minutes 🤷🏼‍♀️ 

I told her to message the seller and explain the situation and request them to cancel and issue a refund. 
I have read their description which clearly states that delivery will be made once a date and time has been arranged, so advised her not to click on any link to arrange delivery. She then received a phone call from a company requesting to arrange a delivery so she explained that she’s in the process of cancelling the order and the person hung up. 

Today the seller has responded

1. offering her a 10% discount on the mattress 

2. Offering her a better quality mattress. 

All she wants is a refund but they are dragging their heels. What can we do to get this resolved?? 
Raise a dispute? Contact the bank? 

any help or advice is appreciated. 
thank you ☺️ 

[**peaseblossom**]

Check the last estimated delivery date on the listing and when that has passed select "Report an item you didn't receive" on here:
https://www.ebay.co.uk/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042

[nicolas5254]

This is the thing, it clearly states on their page that they won’t deliver until it’s been arranged. We have said we would refuse delivery but they just keep offering us money off or a different item. 

I messaged them off my account and they replied to me and said - I could cancel an order within 48 hours. Yet failing to do that for my mum. 

[**peaseblossom**]

If it won't let you start a "not received" case contact ebay and hopefully they will do it for you.    Use callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[nicolas5254]

I will try that. I need to be with my mother when I ring as she can give consent for me to speak on her behalf. 
thank you. 

[the-nutwood-collection]

If it arrives on the doorstep and you refuse the delivery, eBay considers that the item has been delivered and you cannot raise an INR.

As @**peaseblossom** suggests, contact CS at the first available opportunity.  Call early morning when you've a good chance of getting Dublin.  

If the company are calling to arrange a delivery slot, it can't have been despatched - so they've marked it as despatched when it hasn't been.  Make sure that CS understand this.

[cobwebcottage]

What ever you do, don't refuse delivery as you could lose all of your money. 

As they are a business seller, click on their info and see if there is a telephone number. tell them that as this was a genuine mistake, you will contact your payment provider to ask for a chargeback. ( This may prompt  them to cancel the sale themselves) 

Do see what Ebay CS advise you first though.

Hopefully, if you haven't arranged a delivery time with them, you will be able to cancel as INR.

[nicolas5254]

I’ve told my mum not to click on the link they sent her which arranges the delivery so currently they don’t have any address details.  
They have responded to her twice and still haven’t cancelled the order. My mum gets stressed pretty quickly. 
I have resorted to emailing them off my eBay account and they aren’t even understanding what I am trying to say. 

[cobwebcottage]

If the listing includes delivery, even if free, your mums address will be on the order.

What delivery method (courier) does it say on the order?

[the-nutwood-collection]

They will have the address details.  It will be on the notification of sale that the seller receives.  I imagine that they're looking for a confirmed address and time because they wouldn't want to deliver a mattress to an address at a time there's nobody there to accept it.

I think they're trying to string you along until the 30 day MBG guarantee expires.  Times are tough, and we sellers need all the orders we can get - but IMO this seller is behaving disgracefully, and eBay should deal with them harshly.

[*vyolla*]

Are they a UK registered business seller?

If so, can you log into your Mother's account and remind via an eBay message that you have the right to cancel under  Consumer Contracts Regulations and are exercising that right. 

[nicolas5254]

Thank you all for your help and advice. 

I have checked their page and say they are UK registered. Based in UK also. 

I’m pretty sure they rung my mother to try to arrange delivery on Sunday and she explained what had happened and said about cancellation and he put the phone down on her. 
luckily we have everything saved and copied. I’m going to log into her account and firstly message them again, then raise a dispute with eBay and finally ring the bank. 

I even explained to them that she had already bought this mattress from them 6 weeks ago. Their reply was why do you want to cancel. Honestly I think  they are doing this on purpose to delay the refund. 

[4_bathrooms]

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@nicolas5254 wrote:

I have checked their page and say they are UK registered. Based in UK also. 

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On their "About" page does it state they are registered as a business seller showing their business name and address?