ebay-photo different to item received

mrsgreenwood_2

i bought a motorbike helmet off ebay yesterday for my little boy. the photo is of a black helmet with grey skull and red pattern on side (red is his favourite colour, which is why he chose this helmet)

received the helmet today and it just a plain black one

having re-looked at the listing the title description is "Tuzo Kids Raider Black Full Face Motorcycle Helmet". this is the only place it is mentioned as being black.

i just feel that putting an image of a totally different helmet is misleading. no where does it say anything like, please note photo is different to product you will receive

i just feel a bit gutted because i know my son will be really disapointed, and i suppose i should have read it properly, although the black and red helmet's main colour is black so even if i had seen it, i probably would have still bought it thinking it would be same as photo.

are sellers allowed to use different photos?

TIA for any advice

Oliver14

Is it an obvious stock image? If so you may have problems winning any sort of dispute.

charlies_mum

The photograph on the listing should be what you get, unless it says that actual item may vary from the one shown.

Maybe it was a mistake, I would contact the seller in a friendly way and say that you have received a plain black helmet instead of the one shown.

Hopefully they will resolve to your satisfaction, otherwise you can raise a SNAD case for item (Significantly Not As Described), but the seller may make you send it back at your cost. If that does happen, I would leave appropriate feedback and low stars.

soolin

Personally stock photo or not I would ask the seller for a refund. If they are a business they are obliged to refund regardless but you'll need to send item back tracked for your own safety.

If the seller refuses I would try a SNAD claim , you may well win especially if you phone eBay and point out photo. Again though item will need to go back tracked .

soolin

Charlie's mum- snap!

mrsgreenwood_2

it is a stock image. this is what i emailed this morning:

Dear m_and_p,

Received the helmet today but im really disappointed.

We thought it was going to be red & black. The same as the picture.

My 5 yr old is going to be gutted when he comes home from school as red is his favourite colour & he chose this helmet all by himself

I feel that it's very misleading using a photo of something that's totally different to what you actually receive.


before i purchased this i emailed asking about sizes and they replied straight away so thought id get a quick reply, but i havent heard anything back yet. might leave it till tomorrow and email again asking if they actually have the one pictured.

the thing about having to return it is, its quite heavy and i know id have to pay to return it which im not too happy about.

thanks for your replies. hopefully they email back soon. if not will email them tomorrow and contact ebay or raise a SNAD claim. i just wasnt sure as they have mentioned black in the title.

mrsgreenwood_2

charlies_mum wrote: »

The photograph on the listing should be what you get, unless it says that actual item may vary from the one shown.

Maybe it was a mistake, I would contact the seller in a friendly way and say that you have received a plain black helmet instead of the one shown.

Hopefully they will resolve to your satisfaction, otherwise you can raise a SNAD case for item (Significantly Not As Described), but the seller may make you send it back at your cost. If that does happen, I would leave appropriate feedback and low stars.

also, pretty sure its not a mistake as they have individual listings for each size helmet, all with the black and red helmet as the photo.

mrsgreenwood_2

quick update, just received this email from them.



Hi, I'm very sorry to hear that the helmet wasn't as pictured. As far as we were aware, the stock of these we had should have been as per the picture however I've just physically checked our stock and it appears that all the ones we have here are actually plain black unfortunately so I can't even send another one out for you.

There are a couple of options available though. You can either return it to us for a full refund or I can send you a 'Monster' sticker kit as way of an apology or finally I can arrange for a 50% refund should you decide to keep the helmet.

This isn't something we've done on purpose to try and mislead people and we'll get the image changed to the plain black straight away.

Let me know if any of the above options are acceptable and I'll get it all sorted out for you.

My sincere apologies for this genuine error.

Regards

Mara69

mrsgreenwood wrote: »

quick update, just received this email from them.




Hi, I'm very sorry to hear that the helmet wasn't as pictured. As far as we were aware, the stock of these we had should have been as per the picture however I've just physically checked our stock and it appears that all the ones we have here are actually plain black unfortunately so I can't even send another one out for you.

There are a couple of options available though. You can either return it to us for a full refund or I can send you a 'Monster' sticker kit as way of an apology or finally I can arrange for a 50% refund should you decide to keep the helmet.

This isn't something we've done on purpose to try and mislead people and we'll get the image changed to the plain black straight away.

Let me know if any of the above options are acceptable and I'll get it all sorted out for you.

My sincere apologies for this genuine error.

Regards

Reasonable response.

RainbowDrops

OP - you might want to remove your ebay user name & the sellers name from your posts.