Ebuyer - returned item to the wrong address!

brundle

Hi all (I hope this is in the right forum!),

I recently returned a TV to ebuyer as I was getting sound drop outs. No problem - they picked it up from my address all went well. There technical team couldn't find any problem with the TV and they said they were returning the TV straight back to me. Now, when I went online and checked my account I noticed that the only note added to my return was 'Sound drop outs' even though I specifically said it only happened on the AV channels and when there was no background music being played. :mad:

Anyway, thats not what I'm venting about! My account said that the TV would be returned back to me. A week later, no sign of my telly, so I ring them and ask how long will it be to recieve my TV. Have to wait for 10 mins...my TV has been delivered and been signed for by a 'Mr Coullan'. I tell the nice lady I don't know a Mr Coullan, and I was in all day (the day they sent the TV) so they haven't left it next door. I ask where it's been sent and she says she doesn't know and she'll contact the couriers and get back to me.

Obviously, she doesn't get back so I ring them this morning. The TV has been sent to the address it was originally ordered from - I moved out a year ago and I can't change the details on the ebuyer account (there's no permanment address on the accounts it seems now - you just specify where you want to send it every time you make an order). So, it hasn't been sent to where it was picked up from, or even my billing address! They've arranged for someone to pick it up on Monday and it should get sent back to me!

So now I'm wondering...what if the person who recieved my rather large HD TV denies that they were ever sent it when the courier comes to pick it up (it was sent a week ago and they didn't ring up ebuyer and ask why they've recieved a TV - fair enough). Where do I stand now? Can ebuyer just move the blame to me and get me to get it back from this person I've never met?

I'm quite !!!!ed off to say the least!

brundle

Well, unsurprisingly, the telly wasn't picked up! After ringing ebuyer they told me that the 'collection was unsuccessful'. After they suggested I pick it up (!), they've rearranged another collection today. Thing is, the courier picking it up isn't aware of all this and probably just thinks that its another routine collection. So there givin the couriers a run around as well who keep having to go out to this address to try and get a telly off them. For all I know, they might not even be in when the courier is going round.

Anyway, today's collection presumably is going to be unsuccessful as well, so I'm going to have to ring up ebuyer and sort something out. Do they owe me compensation? I couldn't change the address so it wasn't my fault they sent it there, it they obviously just looked at the old invoice rather than using their common sense or givin me the option to change the address. I really don't know where I stand so could anyone chip in with some advice?

Ta

DCFC79

Had you not ordered something from ebuyer since you moved to the new place

pinkshoes

They don't owe you any compensation as you haven't actually lost out financially!

Perhaps Mr Coullan signed for the TV thinking it was a gift from his wife or something, and now he's stuck with this gigantic box in his house, and a company demanding he be in when they want to come and pick it up???

Could you not go round to your old address and just check if they have it? If Mr Coullan works, he won't want to be waiting in every day for a courrier that might or might not turn up.

brundle

I've lost a telly!

Yeah I've ordered things since and they've gone to my new, current address. It was picked up from here too.

Well I think Mr Coullan should have asked his wife seeing as he's had the telly since 22nd October! It's a student property (cos I lived there last year), so I can understand that someone signed for it and thought it was for someone else in the house. But there's nothing I can do about the couriers going round when noones in! Also, if Mr Coullan is a good samaritan, he would've probably rang up ebuyer by now, but he hasn't (understandable if a telly drops on your doorstep) and ebuyer seems to think this is all fine and its my fault. So if the courier can't pick it up that's it and I've lost a telly? Even though I haven't signed for it?

dancingdoll

Hopefully you'll get the TV back. The mistake is squarely in ebuyer's court here. And they know that they'll have to supply you with a new TV if they cannot recover this one.

Whenever I've sent something back to repair, the company concerned has always checked what my address is. And if ebuyer collected the TV from your current address then they should have noted this down. Total oversight from ebuyer here.

shellsuit

pinkshoes wrote: »

They don't owe you any compensation as you haven't actually lost out financially!

Perhaps Mr Coullan signed for the TV thinking it was a gift from his wife or something, and now he's stuck with this gigantic box in his house, and a company demanding he be in when they want to come and pick it up???

Could you not go round to your old address and just check if they have it? If Mr Coullan works, he won't want to be waiting in every day for a courrier that might or might not turn up.

They have no TV so of course they have lost out!

OP, keep on at them, if they can't get the TV back, then they should give you another set of the same value of the one that's gone missing.

Good Luck

brundle

Well I've just been scurrying through the faqs on the website and it says that all items will be returned to the original delivery address. BUT this isn't in the returns policy or returns faq, its buried elsewhere. And if its going to a different address I have to notify them via fax or Enote.

GGAAH!

I can't even ring them until the weekend because it cost me seven quid on my mobile yesterday!

shellsuit

brundle wrote: »

Well I've just been scurrying through the faqs on the website and it says that all items will be returned to the original delivery address. BUT this isn't in the returns policy or returns faq, its buried elsewhere. And if its going to a different address I have to notify them via fax or Enote.

GGAAH!

I can't even ring them until the weekend because it cost me seven quid on my mobile yesterday!

But they will pick up from a different address? That doesn't make sense does it

adaze

Curious indeed. Have you tried going round yourself (as suggested) when the infamous Mr Coullan is in?

brundle

I was going to, but my friend suggested that I let ebuyer handle it and not meddle. I don't have a car either way, so there's no way of getting the car to my house even if they are in and even if they happily give me the telly.