Faulty Item - Where do I stand?

Nereis

I bought an baby changing table from a shop on eBay (buy it now) a couple of weeks ago. However when we went to put it together its completely unfit for purpose, there are dowels where screws should go, some of the wood arrived rotten and broken and none of it lines up, meaning that its impossible to even put up.

Contacted the seller to ask for a refund but they came back saying as I had not informed them within seven days from dispatch they could not refund and I would have to go through the manufacturer. I disputed this as I know that's incorrect info, and in fact the item didn't even arrive within seven days from dispatch.

Now they are saying they will offer a replacement, or a 'limited' partial refund. Problem is, it was so bad, I don't really want a replacement as there were so many problems that it can't really have been a one off. Am I entitled to a full refund? And if so, who would have to cover the cost of postage, as its a heavy item and this worries me!

Thank you in advance for your help.

redfragglebiker

You should be able to open a case against the seller for SNAD (Seriously Not as Described) which usually results in you returning the goods via a tracked method for a full refund. I'm afraid I don't know the ettiquette on informing your seller that you intend to do this (ie is it best to tell them or not) Soolin is usually lurking about on the ebay boards and she's pretty good for advice on this kinda stuff!

Gary123456790

Return postage cost wont be massive, best to use a courier through someone like http://www.parcel2go.com

You will likely have to cover this cost unfortunately.

Gary.

lindseykim13

Open a SNAD case NOW if it was couple of weeks ago you don't want to time out. You only have 45 days to put in a claim via ebay or paypal. If you want a quick resolution i would go through paypal, you will need tp send the item back tracked. I would use myhermes as tend to be pretty cheap.
If you aren't fussed time wise you can open a case in ebay and sometimes if you nag them they will issue a returns label although this is at their discretion and doesn't happen often.

theonlywayisup

Clearly the seller doesn't realise his legal obligations (assuming he is a business).

If you are within 45 days open a dispute. You have to be prepared to send it back tracked.

What size package and weight is it?

redfragglebiker

Oh- as a side note - Make sure you explain to ebay the costs you are concerned about with sending it back as the y SOMETIMES send a label out to cover the cost of the return...

BargainJunky

redfragglebiker wrote: »

Oh- as a side note - Make sure you explain to ebay the costs you are concerned about with sending it back as the y SOMETIMES send a label out to cover the cost of the return...

I second this post. Emphasize to ebay that its bulky/heavy and really really unfair that you will be out of pocket etc etc they MAY email you a postage label. I was lucky when I opened my first and only dispute and they issued me with a postage label so the only person out of pocket at the end was the seller which was well deserved.

SimonT

theonlywayisup wrote: »

What size package and weight is it?

900mm x 500mm x 125mm. Weighs about the same as a holiday suitcase - 20kg ish.
I'm Nereis's dad and had the misfortune of trying to assemble this.
Does SNAD cover something that is simply badly manufactured? In at least 30 years of assembling flat pack furniture it is easily the worst I have seen.
The seller is a major Ebay trader and must know consumer rights so I think is just trying it on.

theonlywayisup

SimonT wrote: »

900mm x 500mm x 125mm. Weighs about the same as a holiday suitcase - 20kg ish.
I'm Nereis's dad and had the misfortune of trying to assemble this.
Does SNAD cover something that is simply badly manufactured? In at least 30 years of assembling flat pack furniture it is easily the worst I have seen.
The seller is a major Ebay trader and must know consumer rights so I think is just trying it on.

Open a dispute on Ebay. Do it now as you may be running out of time.

The reason is that the item is faulty - rotten wood and faulty. Don't need to elaborate.

When you can, escalate the claim and state that the item is 20kg and will be very costly to send back to the seller. Explain you would like the returns postage to be paid by the seller.

Don't return it until told, you may be given a label, recompense or even told not to return it. So hold tight.

Re the return, the courier thread will probably be the best to find a suitable carrier. You will need tracking and adequate insurance should the item go missing.

Nereis

Thank you so much for your help everyone. I have emailed back to the seller asking for a full refund including return postage, and gave them 24 hours to respond. If they still refuse, I'll file an ebay dispute tomorrow. Thanks again.