Updated - Have I done the wrong thing? eBay case!

stephga23

Hi all,

Ordered some wallpaper from a company on eBay (3 rolls total of £30)

Wallpaper arrived and I left positive feedback as it was exactly what I wanted. (2nweeks ago)

Fast forward to last Saturday when it was being put up, it split, cracked, colours ran and it was soooo thin.

I opened a case on eBay after the seller didn't respond and they were initially pointing out I had left positive feedback and there was nothing wrong with the paper, it had never happened to them etc.

Now, they have stopped responding to me, all I want to do is return it for a refund but what should I do now?

theonlywayisup

If you have the case open, don't close it. Escalate it if you are able. Wait for ebays decision and then you will be asked to return it fully tracked for a refund. eBay do make no fault refunds, so you may not be asked to return it, but wait for the decision.

Feedback is neither here nor there and has no bearing on the case.

stephga23

Thank you, wasn't sure if I should have opened it in PayPal instead of eBay.

I'll see if I can escalate it

theonlywayisup

PayPal cases are usually quicker, but with eBay you may not need to return it, or they may pay the return if you explain it will be costly to return them.

Crowqueen

Continue with the case - the feedback makes no difference.

stephga23

Hi!! :d

I have an update... I contacted eBay last night who advised after no response to escalate it and this morning I've had an email saying the case has been found in the sellers favour because I opened the wallpaper!

I'm not happy but as there's nothing else I can do I thought I would let you know what's happened

Thanks

Steph

charlies_mum

That's ridiculous, how would you know there was a problem with the wallpaper if you hand't opened it.

I would phone Ebay Customer Services and try to get someone with some sense.

Crowqueen

eBay are annoying like that.

Do you think it would be worth sending a letter before action (recorded delivery) warning the seller of your right to a refund under SOGA? (Presumably they were a business seller?)

Have a read of http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome and see what your legal rights are because eBay are ...being nonsensical.

The seller would have legal obligations because the item is not fit for purpose; however, this is something you now really have to pursue outside eBay.

themull1

why dont you contact the manufacturer and tell them that their wallpaper is rubbish?

Crowqueen

They could do, but that would not achieve much. The buyer does not have a contract with the manufacturer - their contract is with the seller.

ess0two

Did you follow the pasting / hanging instructions for the paper?