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    • deaston
    • By deaston 6th Jul 17, 11:30 AM
    • 416Posts
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    deaston
    Item not as described, seller saying we need to pay to return it
    • #1
    • 6th Jul 17, 11:30 AM
    Item not as described, seller saying we need to pay to return it 6th Jul 17 at 11:30 AM
    I've asked this elsewhere on these forums, but it was suggested I post here.

    My partner ordered a new, made-to-order greenhouse on eBay - the length ordered was 124". The contract confirmed the length of 124" and said we needed to build a solid base 124" long (which we did, at a cost of around £1200). But when it arrived, it was 127" long and so looks very odd.

    We contacted the seller and asked that he replace it with one the correct length or refund us 50% (£2000) and we'll consider the matter closed (and use the money to adjust the base as well as repair/adjust a few things on the greenhouse that are different to the photos on the listing).

    The seller has told us we can have a £1,000 refund (which isn't enough) if we don't take the matter further or a full refund (which we didn't ask for) if we return the greenhouse to them - not easy considering they delivered and installed it. They've not offered to replace it with one of the correct size.

    They've not fulfilled their side of the contract, so surely we shouldn't be out-of-pocket?
    Last edited by deaston; 06-07-2017 at 11:33 AM.
Page 1
    • glentoran99
    • By glentoran99 6th Jul 17, 11:37 AM
    • 4,394 Posts
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    glentoran99
    • #2
    • 6th Jul 17, 11:37 AM
    • #2
    • 6th Jul 17, 11:37 AM
    open a case not as decribed and take it from there, £1000 and keep the greenhouse is more than generous imo


    just to clarify You spent £4000 on a greenhouse from ebay?
    Last edited by glentoran99; 06-07-2017 at 11:40 AM.
    • deaston
    • By deaston 6th Jul 17, 12:29 PM
    • 416 Posts
    • 217 Thanks
    deaston
    • #3
    • 6th Jul 17, 12:29 PM
    • #3
    • 6th Jul 17, 12:29 PM
    open a case not as decribed and take it from there, £1000 and keep the greenhouse is more than generous imo


    just to clarify You spent £4000 on a greenhouse from ebay?
    Originally posted by glentoran99
    I believe we've done that (we phoned to explain and they're holding the payment), but PayPal are saying we will need to return the item. We have no way of knowing how to safely dismantle the greenhouse without damaging it (which we didn't erect) and no means of returning it.

    Correct, £4000.
    • ballisticbrian
    • By ballisticbrian 6th Jul 17, 12:42 PM
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    ballisticbrian
    • #4
    • 6th Jul 17, 12:42 PM
    • #4
    • 6th Jul 17, 12:42 PM
    It's over-lapping what I assume is a course of bricks at one end by 3". Is this correct?
    Warning: any unnecessary disclaimers appearing under my posts do not bear any connection with reality, either intended, accidental or otherwise. Your statutory rights are not affected.
    • k3lvc
    • By k3lvc 6th Jul 17, 12:49 PM
    • 1,737 Posts
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    k3lvc
    • #5
    • 6th Jul 17, 12:49 PM
    • #5
    • 6th Jul 17, 12:49 PM
    It's over-lapping what I assume is a course of bricks at one end by 3". Is this correct?
    Originally posted by ballisticbrian

    For £900 I'll come and extend the base by 3" - everyone's happy
    • pinkshoes
    • By pinkshoes 6th Jul 17, 12:54 PM
    • 15,006 Posts
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    pinkshoes
    • #6
    • 6th Jul 17, 12:54 PM
    • #6
    • 6th Jul 17, 12:54 PM
    Surely the £1000 will pay for the base to be extended by a small amount???? (Given the entire base was £1200)

    I think this offer is more than fair, if that is the only the wrong with it.
    Should've = Should HAVE (not 'of')
    Would've = Would HAVE (not 'of')

    No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
    • Brynsam
    • By Brynsam 6th Jul 17, 1:10 PM
    • 157 Posts
    • 157 Thanks
    Brynsam
    • #7
    • 6th Jul 17, 1:10 PM
    • #7
    • 6th Jul 17, 1:10 PM
    Why can't the base be extended by 3" for a cost of no more than the £1,000 being offered?

    Looking at your other posts (including the link to the seller's description), the size shown there is 6' x 10' with buyers being told they need a base 80" x 125" i.e. larger than the greenhouse. Didn't you think it was a bit odd when the guy building the base for you said that it was smaller than the greenhouse to 'facilitate drainage'?

    Given the amount of money involved, get your paperwork together and have a word with local Citizens Advice.
    Last edited by Brynsam; 06-07-2017 at 1:39 PM.
    • theonlywayisup
    • By theonlywayisup 6th Jul 17, 1:48 PM
    • 10,586 Posts
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    theonlywayisup
    • #8
    • 6th Jul 17, 1:48 PM
    • #8
    • 6th Jul 17, 1:48 PM
    I believe we've done that (we phoned to explain and they're holding the payment), but PayPal are saying we will need to return the item. We have no way of knowing how to safely dismantle the greenhouse without damaging it (which we didn't erect) and no means of returning it.

    Correct, £4000.
    Originally posted by deaston
    Where did you open the case? Ebay or Paypal?
    • soolin
    • By soolin 6th Jul 17, 4:01 PM
    • 58,864 Posts
    • 41,696 Thanks
    soolin
    • #9
    • 6th Jul 17, 4:01 PM
    • #9
    • 6th Jul 17, 4:01 PM
    Where did you open the case? Ebay or Paypal?
    Originally posted by theonlywayisup
    OP this is the important question. If the case is opened in PayPal then they cannot force a seller to pay the return carriage. If case is open in eBay then you can insist seller collects or pays for the return.

    Obviously none of this over rides your right to go to small claims, but as seller has offered a remedy already you might not be guaranteed a win.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I'm a volunteer to help the boards run smoothly, and I can move posts there. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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    • deaston
    • By deaston 6th Jul 17, 6:58 PM
    • 416 Posts
    • 217 Thanks
    deaston
    Why can't the base be extended by 3" for a cost of no more than the £1,000 being offered?

    Looking at your other posts (including the link to the seller's description), the size shown there is 6' x 10' with buyers being told they need a base 80" x 125" i.e. larger than the greenhouse. Didn't you think it was a bit odd when the guy building the base for you said that it was smaller than the greenhouse to 'facilitate drainage'?

    Given the amount of money involved, get your paperwork together and have a word with local Citizens Advice.
    Originally posted by Brynsam
    We had the base built to the specifications the seller outlined in the contract - 124" long. They then delivered it and built the greenhouse and I pointed out it was 3" too long. They gave me the "it's on purpose" excuse. Only when my partner got home from work did I realise that was nonsense. She was very annoyed we'd spent a fortune building a base that was the wrong size.

    I suspect the link I've put appears to be for a larger version. The greenhouse we ordered was 10'4" by 6'8".

    The base can be extended, but there are other issues with the overall quality. One particular example is that ridge bar (along the top of the roof) is too short, leaving about a two-inch gap at each end between it and the finials. In all their photos there's no gap.

    If this was £400 greenhouse I wouldn't mind so much, but for £4,000 (plus the fact we spent money on an attractive brick base rather than some paving slabs) we're pretty fed-up. And the seller is being anything but helpful.
    • deaston
    • By deaston 6th Jul 17, 7:00 PM
    • 416 Posts
    • 217 Thanks
    deaston
    OP this is the important question. If the case is opened in PayPal then they cannot force a seller to pay the return carriage. If case is open in eBay then you can insist seller collects or pays for the return.

    Obviously none of this over rides your right to go to small claims, but as seller has offered a remedy already you might not be guaranteed a win.
    Originally posted by soolin
    This is great info - thanks.

    To be clear, this is my partner's purchase and she's been dealing with eBay/PayPal, so I might be getting details wrong. From what I understand, because we bought it seven weeks ago (because that was the lead time of the greenhouse) too much time has passed for eBay to get involved, so PayPal (and our legal rights) seem our only option now.
    • soolin
    • By soolin 6th Jul 17, 8:17 PM
    • 58,864 Posts
    • 41,696 Thanks
    soolin
    This is great info - thanks.

    To be clear, this is my partner's purchase and she's been dealing with eBay/PayPal, so I might be getting details wrong. From what I understand, because we bought it seven weeks ago (because that was the lead time of the greenhouse) too much time has passed for eBay to get involved, so PayPal (and our legal rights) seem our only option now.
    Originally posted by deaston
    An eBay case can be opened up to 30 days from the last estimated delivery time but you have much longer with a PayPal case which is possibly why your wife opened it there. Unfortunately as I said above PayPal cannot force a seller to pay for the return.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I'm a volunteer to help the boards run smoothly, and I can move posts there. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
    • MrJones1
    • By MrJones1 11th Jul 17, 11:53 PM
    • 116 Posts
    • 55 Thanks
    MrJones1
    Open a case on eBay stating that the item was not as described. This is an obvious case. The length
    was larger than described. The ridge bar was too short which leaves a gap. This affects the overall
    quality.

    When you open the case with eBay you can insist that the seller pays for the return or collects the item. You shouldn't need to pay for the return costs. You were the one who got a faulty product instead
    of a working one. The seller must take responsibility.
    • POPPYOSCAR
    • By POPPYOSCAR 12th Jul 17, 12:19 AM
    • 10,343 Posts
    • 21,390 Thanks
    POPPYOSCAR
    open a case not as decribed and take it from there, £1000 and keep the greenhouse is more than generous imo


    just to clarify You spent £4000 on a greenhouse from ebay?
    Originally posted by glentoran99
    My thoughts exactly.

    There is no way I would spend that kind of money on something like that through ebay.
    • deaston
    • By deaston 13th Jul 17, 4:28 PM
    • 416 Posts
    • 217 Thanks
    deaston
    My thoughts exactly.

    There is no way I would spend that kind of money on something like that through ebay.
    Originally posted by POPPYOSCAR
    I tend to agree...
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