Feeling Snookered

OverRated

I think it's safe to say this will be the last time I use Ebay. I purchased a wooden headboard using the BIN facility and immediately paid via Paypal. The item arrived damaged (no damage to box, so clearly not damaged in transit so must have happened before being sent) I immediately contacted the seller via email - no response for a few days, so then decided to contact them through the Ebay messaging facility. They replied and asked me to send photos of the damage, which I actioned immediately. The seller has ignored all communication from me from this point and my request for a replacement.

I opened a Paypal dispute, which found in my favour, only to find in the email that I am responsible for returning the item at my own cost and will only get a refund once the item has been returned. As the item is a headboard, it is bulky and heavy and so I'm rather annoyed at the prospect I will now be out of pocket through no fault of my own and still not have a headboard at the end of it.

Today I called Paypal to query this, as it didn't sound right, but no, they are adamant that I need to send the item back at my own cost, even though the listing said that if an item arrived damaged, returns would be at the sellers cost. It seems really unfair and has put me off using Ebay for purchases now. Does anyone have any advice for me?

Flyonthewall

I assume this is a business seller? You could message them and say by law they are responsible for the return costs. However, ebay will not enforce this as you already found out.

Only other option is to talk to ebay and ask them for a pre-paid postage label. They may provide you with one.

OverRated

Yes it was a business seller. I think I'm just more surprised that the Paypal 'protection' isn't what I thought it was. Clearly I was disillusioned lol. Will contact the seller again re: return costs - thanks

soolin

Firstly get it returned , you need tracking as to get your refund you will need to show an attempt at delivery.

Then the easiest thing to do once you get your refund is to leave very poor feedback, come back here for wording as you don't want it removed, and hammer the stars. No contact from a business seller would mean 1* across the board from me. Many business sellers will then try and bargain with you to get the neg removed- at that point you may find they are suddenly happy to refund your return postage (so keep receipts). Then only after your return postage has been returned, consider whether you change your feedback or not.

OverRated

soolin wrote: »

Firstly get it returned , you need tracking as to get your refund you will need to show an attempt at delivery.

Then the easiest thing to do once you get your refund is to leave very poor feedback, come back here for wording as you don't want it removed, and hammer the stars. No contact from a business seller would mean 1* across the board from me. Many business sellers will then try and bargain with you to get the neg removed- at that point you may find they are suddenly happy to refund your return postage (so keep receipts). Then only after your return postage has been returned, consider whether you change your feedback or not.

Thanks. Looking at their 52 negs since I bought the headboard I'm not sure they'll be bothered about getting people to switch their feedback.

I'm so irked by this experience I'm half tempted to threaten small claims court although lord knows what would come of that - it's included in my home insurance so I don't really have much to lose... Its a shame as I've been using eBay for purchases for years and not really had any problems *sigh*

RFW

soolin wrote: »

Firstly get it returned , you need tracking as to get your refund you will need to show an attempt at delivery.

I'd say it depends how much the headboard is and the return postage, if return postage is more than the headboard cost that could just be throwing money away. Legally the seller should have the item collected or pay the buyer for the cost of returning it themselves.

I'd contact Trading Standards with the seller's details and see if they can 'persuade' them to refund.

It's also possible that Ebay would refund before return if OP gets in touch with them. Paypal act differently to Ebay, so a Paypal dispute may not have been the best option here.

theonlywayisup

I would not advocate this normally but on this large bulky item I would be tempted to send a LBA (letter before action) via tracked post with a notification that the item is available for collection.

Use the tracking from the letter to upload to the dispute.

Whist it is not a totally honest way to conduct yourself, in view of the nature of the item, it may be an easy way to get your refund and comply with the law.

steveo3002

ive had similar situations and moaned to ebay about the returns costs , ebay sent me a pre paid label to send it back

theonlywayisup

steveo3002 wrote: »

ive had similar situations and moaned to ebay about the returns costs , ebay sent me a pre paid label to send it back

I read it that the case was with Paypal. No labels there.