Ebay Item not as described - RoyalMail claim

the_lunatic_is_in_my_head

martindow wrote: »

I don't think it is a good idea to suggest that the buyer opens a case, as these count against a seller, don't they?

OP asks for return, if happy with return then refund, if not happy with return it'll presumably go to a case at which point it will count against the account if OP is found to be "at fault" 9if OP wins or is granted a no fault then it shouldn't count) but a decent seller with no other cases opened against them in the last 12 months shouldn't have much to worry about.

It's an odd complaint and one where eBay's back up may be of assistance.

bodjen0611

Hi, I've had further communication with buyer and got no reason to believe that he's not genuine. He sent photos last night and the item has definitely been repackaged. There was no original packaging nor any bubble wrap, only my address label. No one was told it was repackaged when signing on collection and there was no note on the package to say it had been repackaged. I would have expected some indication from them to say it what had happened. I'll contact customer services for an explanation.

soolin

mcbride_r wrote: »

Hi, I've had further communication with buyer and got no reason to believe that he's not genuine. He sent photos last night and the item has definitely been repackaged. There was no original packaging nor any bubble wrap, only my address label. No one was told it was repackaged when signing on collection and there was no note on the package to say it had been repackaged. I would have expected some indication from them to say it what had happened. I'll contact customer services for an explanation.

Good idea, this sounds really weird

bodjen0611

I have contacted Customer Services and the person was very helpful.
I have been asked to submit a claim but he did point out that I would not be covered for any broken glass but should be covered for the frame. When submitting my claim I should include any photos of the original item in the frame, as posted on Ebay and also for the buyer to retain the packaging as someone will probably visit them to see it. The receipt also shows a weight of 6.4kg and the received package will obviously not come any where near that weight. He also said that if an item had been damaged he would ask the recipient to come to the collection dept to have a look at the goods to see whether they wanted to sign/accept it.

macfly

Not weird at all these days. Parcelforce consists of self employed drivers now. Hence they are not as diligent regarding deliveries.
A sign of the times, everything done on the cheap.

techspec

My parcel to Argentina arrived with 1 item in - when i posted 4.

Clearly somone involved in the delivery helped themselves. Thankfully, the arrival weight was added to the parcel by their post office - and it was 900g out.

In my case it was clearly theft. Yours could possibly have been damaged it and driver tried to hide the fact - or theft again. Weird.

bodjen0611

Don't know what the problem is here ... but something not right.
anyone any idea how long it takes for ParcelForce to act on a complaint?

ronnie

gollum007

soolin wrote: »

I agree with the above actions. If none of that is successful though I would insist buyer returned what they had for a full refund. The frame is the cheaper bit of the item, so if they are being a bit off you may well cal their bluff. If they are genuine then no harm has been done as you will be refunding them in full as per their right.

It seems very odd for a framed item to arrive sans frame- I wonder if photos will be forthcoming.

If they've dropped it and glass went everywhere, then I'd expect them to pull out all the glass and repackage it?
Wouldn't necessarily expect the frame to be removed too, but I'm not considering it to be too far fetched.

-Gollum

soolin

gollum007 wrote: »

If they've dropped it and glass went everywhere, then I'd expect them to pull out all the glass and repackage it?
Wouldn't necessarily expect the frame to be removed too, but I'm not considering it to be too far fetched.

-Gollum

Then I would expect there to be a note or some sort of record with the package that it has been repackaged by the courier company.

It would seem odd to take it back to a depot, throw away the frame , discard broken glass , repackage it in different outer packaging and not note this anywhere?

custardy

gollum007 wrote: »

If they've dropped it and glass went everywhere, then I'd expect them to pull out all the glass and repackage it?
Wouldn't necessarily expect the frame to be removed too, but I'm not considering it to be too far fetched.

-Gollum

IME I would be trying to deliver as much of the original item as possible
that would be all of the frame and original packing
if feasible,leaving the glass in too
my method with really mashed stuff,would be bag the whole lot in a mail sack with a damaged bag inside(for customer service info)
put a direct label on,but ensure the postie informed the customer at the door to give the option of refusal

RM has official damaged bags and damaged tape
This should be retained in the priority services locker an handed out/applied as required(delivery staff shouldn't hold a stock)
I would expect PF to have their own equivelent