incorrect item received. no response from seller, how long to wait?

AbbieCadabra

i won an auction on Weds 2nd May & paid straight away. item was received Tues 8th May but it's the wrong size, it's not a listing error as the measurements are completely different, i think the seller must have had 2 & she's just sent me the wrong one.

i emailed her straight away to let her know, didn't get a reply but i was going to the post office later on Tues anyway so i posted it back to her with the original delivery note inside & stated "wrong size, please see email".

i emailed her again later on Tues to confirm that the item was on it's way back to her & could she let me know asap as i needed the correct size by early next week if possible.

still no reply today & royal mail tracking advises that delivery was attempted on Weds 9th May & a card left.

it's a private seller & her listings state she usually only posts items out on Mon & Fri due to other commitments.

i don't want to harass her, but i want to try & get it sorted as i'd really like the item by next Tues! if i've still not heard anything by Fri afternoon, do you think it would be reasonable to file my issue with ebay?? also, in these circumstances, should the seller refund the p&p cost to return the item to her?

hermum

Have you had a look to see whether she's been active on ebay in the time you've been waiting for a response?
She could be on holiday.
If she's been active I'd open a case now for SNAD & upload your tracking.

AbbieCadabra

hermum wrote: »

Have you had a look to see whether she's been active on ebay in the time you've been waiting for a response?
She could be on holiday.
If she's been active I'd open a case now for SNAD & upload your tracking.

no new listings since 3rd May but her current listings don't mention anything about being away at the moment. she's quite a busy seller by the looks of it ? - currently has 59 items for sale, been a member since last July, nearly 200 feedback items & a score of 99.4%.

it's just this bit about only posting on a Mon & Fri which is stopping me from chasing her up again now when i've already emailed twice.

hopefully she'll be checking her email tomorrow/or will get to the post office to collect the return & get back to me, but i'll file with ebay if nothing heard by later on tomorrow afternoon.

as a seller, if you sent a wrong item, would you refund the buyers p&p to return the item to you?

AbbieCadabra

just checked on RM tracking & the item was collected/delivered yesterday, & she's still not contacted me!

i've sent her message via ebay now as the my 2 previous emails were direct to the email addy stated on the info i'd received, perhaps she didn't receive them?

if i file a claim, in these circumstances, will ebay 'force' seller to refund my return p&p to her? i'm not holding out much hope of getting the correct item now...

hermum

If I had sent the wrong item then I would expect to refund the returns postage.
Ebay & Paypal can't enforce it though, they can only get your initial payment refunded.
You can get their contact info, http://www.ebay.co.uk/sch/ebayadvsearch/_?_adv=1&_ipg=&_sofindtype=9&_rdc=1#ContactInfo
& give them a ring.
You've been very patient, if a private seller has that many live listings I would expect them to be checking their emails & contacting any unhappy buyers within a day.

GregtheHammer

Personally I would request their number from eBay & give them a call, it is too easy to ignore emails. Also would open a dispute & enter the tracking details of your returned parcel, at least you will get your money back

AbbieCadabra

she has actually replied now (& seems to be referring to a previous email she sent me, which i definitely didn't receive). has apologised & is sending correct item today. i've thanked her & just asked if she will be refunding the return p&p (as i don't know if this was mentioned in her earlier email).

IF she says no to the p&p, can i still open a claim? i've been pretty lucky in all my years buying on ebay & have had very few problems so i'm a bit out my depth on this!

hermum

Neither ebay or Paypal can enforce a seller to refund returns postage, so opening a claim would be pointless if she sends you the correct item.
You can voice your displeasure in the FB if she doesn't refund it.

AbbieCadabra

hermum wrote: »

Neither ebay or Paypal can enforce a seller to refund returns postage, so opening a claim would be pointless if she sends you the correct item.
You can voice your displeasure in the FB if she doesn't refund it.

just checked back & you'd already told me that! sorry!

i'll see what she says then.

thanks

hermum

AbbieCadabra wrote: »

just checked back & you'd already told me that! sorry!

i'll see what she says then.

thanks

Hopefully she'll do the decent thing.
Everyone makes mistakes but the way you deal with them is what separates the good from the bad sellers.

AbbieCadabra

the correct item has been delivered today, hurrah!

however, i'm getting nowhere fast in trying to get any reply from my seller. i've sent 2 emails to her direct which didn't get a response. i then sent a message via 'contact seller' on ebay which she did reply to, but failed to answer my point about the p&p being refunded. so i sent her another direct email which got no reply.

i sent her another message via ebay & said "is there a problem with your emails as you're only replying to messages via ebay? did you get my last email - info copied - can you please reply". still nothing from her...

in the one reply i have had she did mention something about a problem with her internet, but that doesn't really explain why she's only responded to an ebay message & not direct emails.

anyway, if she's any sort of decent seller, she should have offered the refund - i shouldn't be having to chase for it!

i've requested her contact details & sent her a text now.

i'm really not too impressed with this seller up to now. i know mix-ups can happen & i've got the right item eventually but this lack of communication is very frustrating. plus, if i'm really honest, the item itself (clothing) wasn't 100% as described. it's ok, but definitely not what i was expecting from the description. also, it's in the washer now as it had a distinct 'mouldy/storage' aroma about it!

& while i'm on a roll , the listing quoted £4.75 delivery which i thought was reasonable. however, it's much more lightweight than described & the postage was actually less than £2 (with very little extra packing but i know you're paying for time etc.).

all in all, not the best buying experience i've ever had...