Item Not As Described, Partial Refund And "Admin Fee"(?)

LouLou

I've been a happy ebayer for years and bought and sold hundreds of items (apart from a dress which was listed as "new" and stunk of mildew!). I ended up binning it and didn't take it further.

Recently I bought a "used" sputnik-styled coat rack. The seller had a stock picture, mentioning that the fixings were slightly bent but you couldn't see it when affixed to the wall.

The item arrived badly marked and scuffed, it was very well packaged so I couldn't assume it was transit damage. I complained before I went on holiday, and sent the pictures last night.

His reply:

"Having looked at the pictures the black/dirty marks are probably from the newspaper wrapping - cleaning with a damp cloth and some mild washing up liquid solution should clear those. The chips on the orange, pink and black balls are visible, but were not noticed previous to sending. However the description clearly stated that there was some damage - the denting of the fixing panel - so it was clear the item was not pristine, so you should not have been surprised to find it was not in perfect condition. Plus it was listed as used.

I did say in the listing no refunds, and if you had any queries on the item you really should have sent them much sooner. However, as a goodwill gesture I am willing to refund the cost of the item, minus the selling fee, admin and postage and will require the item to be sent back to me special delivery (at your own cost) within the next 7 days. Once I have received the item, then I will refund your money.

Fee paid : £12.50
minus £.80 listing fee
minus £1.50 admin
minus £4.50 postage

Total refund: £5.70

I hope you appreciate that I do not have to do this, and this is simply a goodwill gesture. Considering the length of time you waited after the auction ended to make the complaint, and to follow it up with pictures (over 6 weeks in total) a more suspicious seller could suspect you had damaged the item yourself and were now trying to get your money back by dishonest means.

I hope this is a satisfactory solution to you. If I do not receive a reply to this email, or the item returned by special delivery in it's original packaging, within the next 7 days, then I will consider this matter closed to both our satisfaction and will not enter into further discussion about it."

Yes, the item was wrapped in a shoebox with newspapers, but I tried cleaning off the marks and they didn't budge. The paint was scraped on a few of the "balls".

I put my hands up and admit I took my time replying (probably because I suspected the person was going to turn c**y), but in no way would I waste mine or his time by being "dishonest"..I don't need a fiver that badly!

What on earth is an "admin fee"? Sounds like a prime example of pedantry to me!

Do I *have* to return the item by "Special Delivery within 7 days"? (!).

I've complained to ebay, and, even though I know it's a case of "he said, she said", I'd like to hear your thoughts on this one. I have no idea what my options are as I've never been in this situation.

cyberbob

Open a paypal dispute item not as described (escalate immediatly as the seller isnt going to play ball) Paypal will ask you to return the item (at your cost it has to be tracked but doesnt have to be special delivery) but you will get the original cost of item and original postage cost. Then neg the hell out of them!

LouLou

Thank you. That's made me feel much better. There was no need for him to be so arsey. I've put in a dispute already, and negged him (am I supposed to wait til I post negative feedback?).

It's interesting he stated: "However the description clearly stated that there was some damage - the denting of the fixing panel - so it was clear the item was not pristine, so you should not have been surprised to find it was not in perfect condition. Plus it was listed as used." ...sounds almost like an admission of guilt to me!

cyberbob

I would have waited until it was over before the neg feedback but that makes no difference to the claim. But paypal will take a while to investigate and should find in your favour. Some sellers just ask for it really.

sunnysea83

I hate sellers like that, you did the right thing opening a dispute, you will have to return by 1st or 2nd class, ur choice and then get a full refund less that small amount of postage

keep us updated

NotQuiteNorbert

With the figures he gives, by the time you pay to return it, you'd probably be left with nothing, so I doubt it'd be worth your while. Keep going with the dispute. Guy sounds like a twit.

LouLou

Thanks for the support, everyone

I could be evil and send him this thread, but I'm not that nasty. It isn't about money, what riled me was the "dishonesty" jibe and the petty "admin charge" (what about my admin charge?)

Lets hope that ebay give him a spanking!

LouLou

Ebay have sent one of their standard replies (took a few days!), I'm bit disappointed. They're telling me to phone the seller, I would if he sounded a bit friendlier.

I'll just have to phone ebay myself then..

cyberbob

Escalate the claim to a full charge back. They always say to phone the seller

LouLou

Grr, he left a reply to my negative feedback: "Difficult Buyer:Complaint took 6 weeks, I offered refund but buyer refused. Avoid."

What a liar! I was on holiday, and yes, I should sent pics sooner, but I am very honest and complained as soon as I got the item.

The photos are what took a few weeks.

Anyone with any sense would refuse a refund where the buyer had deducted fictional charges.

Edit: I tried doing a chargeback on Paypal, but I got a message saying "this type of transaction is not eligible". I replied to ebay when they sent the "phone the seller" email, so I'll see what they say.

I feel like sending him it back, with an invoice full of fictional charges, but I won't. Will I just throw it out and forget it?

cyberbob

Did you escalate to a full chargeback? You should have been able to. They should have told you to return the item tracked for a full refund. If Not you need to phone paypal and explain the situation. Dont worry about the response to your neg.