Ebuyer/Yodel refund hell, please help.

toadstretcher

Hi all.

On the 27th of last month I ordered 6 things from ebuyer to be delivered on the saturday.

At the time I asked for it to be delivered to a house number that wasn't mine, a missclick on the postcode drop down box (5 rather than 4).

Saturday comes and no sign of parcels, I ring the courier and they say they tried to deliver but the address was wrong so parcels are on the way back to the depot. I jump in the car and drive the 15 miles to the depot after checking my emails and noticing the incorrect delivery address.

I get there, sign the form and are handed 2 parcels. I open them in the car and I'm missing an item and there is no sign of a delivery note. I go back in the depot and ask if there is a 3rd parcel. I'm told no and that I should probably contact the seller.

I head home fuming. and contact the seller. they reply monday saying they have sent everything. Once I get home after work monday I check everything over again and find that the tamper seal/tape on one of the boxes had been opened and resealed with clear sellotape. (the oposite side to which I opened it thankfully)

So I ring Yodel. they say I have to take it up with ebuyer.

So I take photos and send all the details to ebuyer. Ebuyer have stalled for 10 days now, i've been chasing up the issue every day and today they have finally given me the following answer:

Dear blahblahblah,


Re order:blahblahblah

Thank you for contacting me regarding your missing item. However, after further investigation and taking into account the weights of each individual item we still believe the full order to be received.

Box 1 Weights 2.21Kg
Quick Find: 393554 Intel Core i3 3220 3.30GHz Socket 1155 3MB Cache Retail Boxed Processor weight 0.30kg
Quick Find: 290965 Akasa K32 Intel Socket 775 1155 1156 Processor Cooler weight 0.40kg
Quick Find: 393399 Asus P8H61-MX R2.0 Socket 1155 8 Channel HD Audio mATX Motherboard weight 0.85kg
Quick Find: 412031Kingston Hyper X 8GB 2133MHz DDR3 CL11 DIMM (Kit of 2) XMP Beast Series weight 0.12kg
Quick Find: 412325 Kingston Ssdnow V+200 - Solid State Drive - 60 Gb - Internal - 2.5 - Sata-600 weight 0.14kg

Packing 0.40kg

Box 2 Weights 7.74Kg

Quick Find: 220863 Coolermaster Elite 330U Case With Coolermaster elite Power 500W PSU weight 7.74kg



The weights we have been advised for each single box by our couriers are –

Box 1 – 2.21 Kg JDblahblahblah
Box 2 – 7.74 Kg JDblahblahblah

I am very sorry I am unable to deal with this matter any further, however if you feel that the weights may be higher due to receiving an incorrect item or wish to take any additional information into consideration please do not hesitate to contact me.

I'm not disputing that they sent the goods.

I believe them when they say they sent all the items.

I am accusing the courier of theft. The courier is acting on their behalf.

The parcels were not weighed in my presence.

I refuse to believe yodel weigh and note every parcels weight. Even if they did, when did they do it? A parcel could in theory be weighed at the depot, but then it is delivered by an individual who is capable of theft.

I have paid good money for them to deliver specified goods to me at a specified time.That agreement has not been completed.

They contracted Yodel to deliver the goods on their behalf. They have failed to deliver and have stolen ebuyers goods.
Items do not belong to me until I have them in my possession I figure?

I signed to receive 2 parcels not the goods within.

I reported to both ebuyer and Yodel the missing item, I provided evidence that would aid them in recovering their losses.

They still owe me one paid for item that I have not received by the time that I paid them to supply it by.

I'd expect them to recover their losses from Yodel in their own good time, I however should have the goods that I paid them to supply to me.

I've been in contact with to police who say it is a civil matter.

I've been in contact with CAB who say it's most likly a small claim court job.

I've got a 60 email chain of dialog and photo's of the things that arrived and the damaged box. I kept all the packaging and padding.

I'm at my wits end about this and out of pocket by about £100.

I'm going to have to buy another cpu from a different supplier, how do I get my money back and prove that something wasn't delivered to me?

please, please help

lucy03

You can always report the matter to the police, but they're right, it's a civil matter and unless your report is one of many, they're highly unlikely to get involved.

Your only real option, I'd say, is to send a letter before action to the retailer. You are then left to decide whether you want to take it to the small claims court if the retailer doesn't respond. The retailer might give in, it's likely cheaper doing that than arranging for people to go to the court, or spend hours filling in court paperwork.

You could also involve the delivery company in the same process, in the hope they take the same view, and want to get rid of you. Although your claim really lies with the retailer as they arranged the courier, it might trigger another review internally at the delivery company which helps your case.

Whether you'd win at small claims is a bit of an unknown, it'd be who the judge believes and how the cases are presented IMO. But I'd certainly send the letters before action to get the ball rolling. All just my opinion.

toadstretcher

What does it cost to go to small claims court?

I paid initially by visa debit, can i do a cashback claim for the £94 for the missing cpu and the postage cost?

I've bought a replacement now from amazon, due to arrive on friday.

I'm no longer looking for a replacement, just refunding for non supplied goods.

visidigi

toadstretcher wrote: »

Hi all.
I refuse to believe yodel weigh and note every parcels weight. Even if they did, when did they do it? A parcel could in theory be weighed at the depot, but then it is delivered by an individual who is capable of theft.

I would stop refusing to beleive if I were you, the courier industry uses multisided barcode and dimensional scanners along with a weight measurement - this is what their industry calls revenue protection, ensuring over weight and over sized packages are charged accordingly.

If the eBuyer weight and the Yodel weight match then the issue has occured after the point of scanning by Yodel (which will usually be at a hub or main depot).

I would reply to ebuyer and inform them to investigate this with Yodel - a processor boxed like that is around 4" x 3" in size (they are much smaller than the old P4 generation) so its not an easy box to misplace interms of not unpacking it from the box.

This is going to come down to the security seal, you need to somehow prove this wasn't you who did this - thats tricky, I don't suppose they used Yodel sellotape to reseal it did they? :rotfl:

toadstretcher

scanning a bar code is not weighing a parcel.
scan it after an item is removed and it'll still be the same weight...

regardless, I realise I can't prove that it wasn't me that slit the packaging.

and as a one off customer how is my word supposed to stand up against a 'reliable' everyday use courier?

I'm hardly likely to contact the police or financial ombudsman to try and recover my money if I took it myself.

the only way I could have avoided this would have to been opening the parcel at the depot, seeing as I could not examine the parcel until I had signed for it.

visidigi

toadstretcher wrote: »

scanning a bar code is not weighing a parcel.
scan it after an item is removed and it'll still be the same weight...

regardless, I realise I can't prove that it wasn't me that slit the packaging.

and as a one off customer how is my word supposed to stand up against a 'reliable' everyday use courier?

I'm hardly likely to contact the police or financial ombudsman to try and recover my money if I took it myself.

the only way I could have avoided this would have to been opening the parcel at the depot, seeing as I could not examine the parcel until I had signed for it.

You need to read whats written, not what you want to read. The scanner does the dimensions and the scales do the weight, it calculates the two to derive a dimensional weight.

It is a case of your word versus theirs, again, speak to eBuyer and ask them to investigate further with Yodel, the information they have provided you thus far is not proof the items were all present at delivery.

mattyprice4004

toadstretcher wrote: »

scanning a bar code is not weighing a parcel.
scan it after an item is removed and it'll still be the same weight...

regardless, I realise I can't prove that it wasn't me that slit the packaging.

and as a one off customer how is my word supposed to stand up against a 'reliable' everyday use courier?

I'm hardly likely to contact the police or financial ombudsman to try and recover my money if I took it myself.

the only way I could have avoided this would have to been opening the parcel at the depot, seeing as I could not examine the parcel until I had signed for it.

Www.specsavers.co.uk

It says they weigh them as well, read what's on the screen in front of you.