Why I'm Giving Up on eBAY and Paypal :-(

GrahamBM

Well unfortunately I've had a number of difficult experiences with both eBay and Paypal but now I think the latest episode has given me a reason to call time on both of these platforms.

I recently bought a computer for my young daughter from a business (100% feedback on around 40 items) trading on eBay using the "Buy it Now" button.

The computer arrived via DHL a couple of days later poorly wrapped in old "pre-popped" bubble wrap and rattling around inside a large cardboard box that has some screwed up paper inside. Effectively there was plenty of room for the computer to move around and, yes, get damaged.

It wasn't too much of a surprise that when I attempted to power up the computer it was dead on arrival.

I contacted the seller immediately who initially blamed DHL. He asked me about the condition of the packaging which I then described. He then suggested either DHL had opened the package or I was lying since he "would never ship a computer without polystyrene chips".

The seller and I had an email rally via eBay that got increasingly surreal where the seller was accusing me of deliberately tampering with the computer so it would fail or questioning why I would buy a computer for a 3 year old when they wouldn't able to use it! For the record I work in educational technology and can certainly vouch for children's ability to be extremely adept and using computers - cbeebies website anyone?

Eventually it dawned on me that my seller was a chip short of a logic board so I raised a claim with my "Paypal Protection" and eBay.

I had wrongly assumed that given that the seller was a business, that I had used the "buy it now" button and the goods had been delivered faulty I would be covered under standard Distance Selling Regulations and more importantly the Sale of Goods Act 1979 (as amended) which provides protection to myself the buyer for a full refund and makes the seller responsible for return of goods.

Well apparently not so.

I'm informed by Paypal and eBay that under their terms (presumably more powerful than the the laws of the UK) although I am due a refund I must still pay the £20 required to return a computer that I have not had the benefit of.

The representative at Paypal was downright rude ("computer says no" type) and the eBay rep, whilst sympathetic, simply said that this was the fourth case like this he'd received in the past 24 hours and although thought it unfair didn't know whether my situation could be resolved. He did, however, promise to speak with his supervisor and get back to me.

So there you have it. I realise that there are risks in buying products online but many online retailers value their reputation sufficiently to make sure that customers come back. I would never expect Amazon to charge me for returning a faulty item, for example. But for eBay this is par for the course and as for "Paypal Protection" it's worthless.

Hintza

Why is it going to cost £20 to return? You can get it cheaper than that.

So send it back claim your refund and if you are still wanting to chase it up go to the small claims court if the seller won't refund your return P+P. Problem solved.

stolt

yeah there is a thread on here about cheap couriers, i would however take lots of pictures of the packaging and computer, just in case the seller claims you broke it then hey could be produced at a small claims court to prove your point, possibly with todays newspaper in the shot aswell... worth a try.

GrahamBM

Hi Hintza

£20 is what I've been quoted due to the size and weight of the computer (original Apple iMac) although I'm sure that I can spend some time shopping around.

And yes, I could spend further time (and money) following this up in a small claims court but that's not really the point is it?

I've been sent something that was significantly different from that advertised, that was delivered in a faulty condition as a consequence of the seller.

Thanks for your advice but it's hardly problem solved if I have to spend so much time trying to recover £10-20. My point is that I don't think I should be out of pocket when I am not at fault or should I really shrug and regard this as simply "risk money" for gambling on eBay?

I had wrongly assumed that my rights as a buyer as determined by BERR would be upheld by eBay and Paypal. But it turns out that unless I put up a fight then they are not. Ergo I vote with my feet - or in this case my mouse click

tomstickland

Interparcel or Parcel2go, should be able to do it for under £10.

jamtart6

i wouldnt send it back before you got a refund and withdrew the money from paypal though!!

Rev

jamtart6 wrote: »

i wouldnt send it back before you got a refund and withdrew the money from paypal though!!

I could be wrong but I don't think paypal will issue a refund until he's provided them the tracking details to prove he's returned the item.

RFW

If the item is faulty (and wasn't described as such, or done by you) you can legally insist that the seller pays for return postage before you return it. Contact trading standards and/or CAB for further information as to your rights. If you funded Paypal using credit card, contact your credit card company too.
What type of dispute did you open with Paypal? if 'item not as described' then they should have been more accommodating.

kevinyork

If you are going down the 'item not as described' route with Paypal then you will need to return the item at your cost by a trackable means once the Paypal dispute has progressed to that stage. Id recommend P4D at https://www.p4d.co.uk It will cost you £8.21 to send it back.

Although eBay trumpets on their site and on business sellers' buy it now listings that Distance Selling Rules cover you for most purchases in fact eBay dont enforce this rule and the only way to do so would be to go down the civil route. So you would have to fight for your return costs directly with the seller.

Best of luck.

ormus

private sellers are not covered by the consumer laws. (buyer beware).
and you have to return the item to get a refund.
how much was the item? sometimes its just best to take the hit and get on with life.

Hintza

With my sellers hat on I refund in full plus return postage if I am at fault. If buyer is at fault then as far as I amconcerned they pay return P+P.

If I was the seller and running a business I would be looking at avoiding the dreaded neg. But first and foremost I think you should get it back to them and revcover the easy bit ie all you paid. You can then start the argument to cover your return P+P. I'm thinking a bird in the hand is better than nothing at all.