Ebuyer - returned item to the wrong address!

adandem

I don't know if you have this number for ebuyer, it's cheaper than the one advertised - 01430 433605.
Good luck, I hope you get sorted soon.

charliefarlie1307

My other half works for a company that deals with ebuyer on a daily basis, there is no reason why they cant deliver to your new address
and totally there fault for delivering it to a different achangeddress. Tell the customer service advisor to tell DHl to change your address. If they dont sort it ask for a full refund of the TV or a replacement. They lost your TV not you. They must have picked it up from your address to start with and that will be the address on there records. Dont let it drop.

brundle

Thanks for that number and the replies.

Well I rang them last night and they said that they have to make at least 3 attempts to collect it before I can do anything. The person I spoke to (I really should start getting names) said that I should get a replacement if they can't get it back, so fingers crossed I etiher get it collected tomorrow or the replacement goes through fine.

It's absolutely ridiculous they don't even ask for a confirmed return address, or explicitly state that it'll go to the original delivery address (even after getting picked up from a address!).

brundle

Well, the television wasn't returned to the courier after 3 attempts.

Ebuyer are denying all responsibility. They are saying it is my fault that I didn't specify a different delivery address despite:

- There was no option on the RMA to do so
- It does not specify on there Returns policy or Returns faq that the item will be sent to the original delivery address
- They haven't even sent it to my billing address (which hasn't changed in 20 year)

There now telling me to phone the police to get it back. I have done so, but the police have said they'll try but it sounds like to them its a trading standards issue. I've rang consumer direct and they've agreed that its entirely within my right to assume an item will be returned to the address it was picked up from in the first place.

:mad:

smcaul

Who have you spoken to at Ebuyer? If it was just the normal Customer Service reps then they don't normally know too much!! Try getting through to the Customer Services manager, I had to deal with her a couple of years ago over a problem and she sorted it out quickly, and this was after being told by the CS rep that her answer was final!!

If that fails then write to inform them that you are giving them 7 days to return or refund the TV or you will start legal action.

If they ignore that then just go to money claim online and start action against them.

They are responsible for the goods until you receive them back, as they delivered to the wrong address they are at fault.

PZH

brundle wrote:

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!

Reading through this thread - can I just ask a few questions to get a bit of clarity:-

The TV was originally delivered to the old address ( when you first bought it from eBuyer ) since this was the address at the time ?

Was the old address your "Billing Address" (..They haven't even sent it to my billing address (which hasn't changed in 20 year) ) when you originally ordered it ?

Who arranged for the pick up of the "Faulty" TV from your current address ?

Did they courier/eBuyer sign for pick up/delivery ?

Interestingly - the eBuyer site states

Changed your Address?

There is no need to worry about changing your address details just yet, next time you buy something simply change the your address details when you go through the checkout process.

I agree with smcaul - "They are responsible for the goods until you receive them back, as they delivered to the wrong address they are at fault."

brundle

The TV was originally delivered to the old address because thats where I lived at the time. But that address was NEVER my billing address - I was a student at the time and I never changed my billing address to where I lived because I moved every year to a different property and it was too much hassle changing the bank details. So its always been my home home address (if that makes sense!)

Ebuyer arranged for the pickup, start to finish. I didn't contact the couriers once. You fill in a returns form online, then they send you a RMA form via email. I filled that in and that was it. I boxed up the telly, didn't have to attach anything to it, courier picked it up.

I followed consumer direct advice and sent a letter, recorded delivery, stating everything that I've been told, all the contradicting 'advice' ebuyer has given me, all the crap that I've been putting up with for the past two weeks. I did talk to a supervisor in the end, yeah, and she gave me contradicting information to what the 'helpdesk' operator had given me two minutes prior! I've asked for a full replacement/money equivalent so we'll see what happens.

It's absolutely ridiculous - there faqs/online policies completely contradict the 'you should have told us the new address' crap that they were feeding me. When I told the supervisor this several times here only response was - 'well thats not our fault, I'll pass it on to the IT guys to change it'. Ridiculous.

Iain_B_5

It is reasonable to assume that ebuyer would return (would arrange to have returned) any repaired item to the address from which it was originally collected, unless they had been advised otherwise. Do not get involved with collecting it - it should be their responsibility.

From what you have said, it would appear that the error is with ebuyer. Their obligation would therefore be to have your original TV returned to you. Failing that, they should provide you with an alternative, or monetary equivalent. This would be valued at approximately the cost of a new set, less wear and tear. You should also think of any out of pocket expenses.

I would suggest that you acquire some recording equipment to record your conversations with ebuyer. You do not have to let them know that you are recording the conversation. Probably better still would be to communication by letter.

Decide what action you are prepared to take. I would suggest that you consider getting compensation through the courts. I would therefore suggest that you write to ebuyer (recorded delivery). You should briefly outline the events, adding that you have been receiving conflicting information from their customer services. State that you want your TV back, or equivalent. Briefly list any out-of-pocket expenses. Give them two weeks to reply. Allow one reminder if they do not reply. The next letter would be a 'notice before action'. And then go through the Money Claim Online website if they still don't sort it out.

You may wish to seek legal advise.

d.edna

Gotta love the all the armchair lawers on here

Iain_B_5

d.edna wrote: »

Gotta love the all the armchair lawers on here

... and your helpful suggestion is?