Issue with ebay purchase

sugarbabe84

On Thursday 28th August I ordered an item on ebay which was meant to be delivered on 1st or 2nd September according to the provided delivery estimate dates. On 1st September I contacted the ebay store to ask for a tracking number so that I could see where the item was. The store did not respond to my query.

Fast forward to Thursday 4th September, the item was still undelivered. At this point I opened a case via dispute resolution to say I still wanted the item and to find out when it would be delivered.

I got a response from the store saying they would contact warehouse to find out where the item was.

I didn't hear anything again from the store. Yesterday on 8th September I decided to go back to dispute resolution to say I no longer wanted item.

Today I received the attached communication from the store and I messaged back.

Fast forward 2 hours I got home to find a city link package outside my door opened, the item not in good order. Goodness knows who would have signed for it.

I don't know how best to proceed, given I have this item that I no longer want outside my door and want a refund for it. I am really busy with work and arranging this return will be difficult as I'm not at home.

In addition to this, the store has a returns policy that says to email them within 24hrs of receiving item if one is going to return it, and yet the email does not work.

Is anyone able to advise on the best way to proceed?

http://tinypic.com/r/2ajz050/8

MrJester

sugarbabe84 wrote: »

On Thursday 28th August I ordered an item on ebay which was meant to be delivered on 1st or 2nd September according to the provided delivery estimate dates. On 1st September I contacted the ebay store to ask for a tracking number so that I could see where the item was. The store did not respond to my query.

Fast forward to Thursday 4th September, the item was still undelivered. At this point I opened a case via dispute resolution to say I still wanted the item and to find out when it would be delivered.

I got a response from the store saying they would contact warehouse to find out where the item was.

I didn't hear anything again from the store. Yesterday on 8th September I decided to go back to dispute resolution to say I no longer wanted item.

Today I received the attached communication from the store and I messaged back.

Fast forward 2 hours I got home to find a city link package outside my door opened, the item not in good order. Goodness knows who would have signed for it.

I don't know how best to proceed, given I have this item that I no longer want outside my door and want a refund for it. I am really busy with work and arranging this return will be difficult as I'm not at home.

In addition to this, the store has a returns policy that says to email them within 24hrs of receiving item if one is going to return it, and yet the email does not work.

Is anyone able to advise on the best way to proceed?

http://tinypic.com/r/2ajz050/8

Don't bother wasting your time with the seller directly if its not going anywhere. Use eBay to intervene, so if you have an open dispute, like an actual claim then make your voice heard clearly with all your thoughts e.g. the item arrived far too late to be acceptable, the package was damaged and if the item itself is in any way tampered also then you DEFINITELY can get a full refund.

Usually when a case/dispute you've opened does not reach a close between you and the seller, after a certain amount of time if its still open it gets automatically paused and someone from eBay intervenes, reads all the dialogue and etc and then they decide what to do.
Sounds like you'll get your refund though.

Its not that clear whether you've opened an actual eBay case or not about this? Make sure you do right now. Say that the email doesn't work to discuss refund/return etc, you're in the right here, eBay will intervene and the buyer always comes off better than the seller trust me. It just might take a bit of time to get the refund but ebay will force it eventually.

EDIT: Just checked the photo. Yeah just keep responding to the seller with whatever crap they come out with, eventually an option will appear to say this is still not been resolved, theres minimum times on these things, and eventually ebay will intervene.

ThumbRemote

One way to proceed would be to contact the company, say it's now arrived damaged and you need to return it. However you'll end up paying return postage yourself, and are unlikely to get that back.

As an alternative, since its damaged anyway and you never signed for it, you could just never mention that it's arrived.

MrJester

ThumbRemote wrote: »

One way to proceed would be to contact the company, say it's now arrived damaged and you need to return it. However you'll end up paying return postage yourself, and are unlikely to get that back.

As an alternative, since its damaged anyway and you never signed for it, you could just never mention that it's arrived.

Op already told then it's arrived in the eBay case. For the terrible customer service and the condition the item arrived in, will definitely eventually get an eBay step in and a full refund I am sure.

sugarbabe84

Okay so the ebay guy has gotten back to me saying I should return the item to them for inspection if I'm not happy.

I've spoken to City link on the other hand who say they will not collect it and have told me to contact the seller if I want to arrange collection. They admit that the courier should not have just left it at my door.

I don't know where that leaves me, short of going via small claims court.

On principle I don't think I should be the one to arrange delivery to that company. I told city link that I would have rejected and would never have signed for it, given it was damaged.

How do I contact ebay about this issue? This resolution centre isn't getting me anywhere

4743hudsonj

Not ideal but go on interparcel and see how much you can have a courior pick up the item for insured and signed for. Its surprisingly cheap and shows how inefficient RM must be!

I once got an alloy wheel collected, tracked and signed for for £4.99! Perhaps it will be easier to swallow if its only small change.

visidigi

...so the tracking information on your photo shows they attempted delivery on the 2nd of September...so they DID try to deliver when they said they would.

Additionally why would you order something to home when you are never in?

The damage and leaving at the door is an issue, but the seller does have tracking, POD and shows the shipment was not late when you accused them of being so.

It's not quite a clear cut as you make it sound, and it looks like you've already given negative feedback without trying to resolve it. Aggravation the situation didn't really need.

arcon5

Then they should have provided a tracking number so op could see the attempted delivery.
or the courier left a card to say they visited but nobody was home.

op return it and eBay will refund you. If you complain to eBay about return costs also I wouldn't be surprised if they reimbursed you this out of their own pockets - they are doing this more and more nowadays.

sugarbabe84

visidigi wrote: »

...so the tracking information on your photo shows they attempted delivery on the 2nd of September...so they DID try to deliver when they said they would.

Additionally why would you order something to home when you are never in?

The damage and leaving at the door is an issue, but the seller does have tracking, POD and shows the shipment was not late when you accused them of being so.

It's not quite a clear cut as you make it sound, and it looks like you've already given negative feedback without trying to resolve it. Aggravation the situation didn't really need.

I have a job to get on with and cannot always guarantee to be at my property during the day. I ordered the item on the premise that it would be delivered between 1st and 2nd sept.

I was available to collect the item on both days and did not leave my place, how they failed to deliver this on the 2nd is a mystery to me. In addition to that, they did not leave any form of delivery note.

I requested tracking information from the seller on Monday 1st and they did not get back to me until I had to contact them again on 4th September.

gik

sugarbabe84 wrote: »

I have a job to get on with and cannot always guarantee to be at my property during the day. I ordered the item on the premise that it would be delivered between 1st and 2nd sept.

I was available to collect the item on both days and did not leave my place, how they failed to deliver this on the 2nd is a mystery to me. In addition to that, they did not leave any form of delivery note.

I requested tracking information from the seller on Monday 1st and they did not get back to me until I had to contact them again on 4th September.

From memory it was an estimated delivery date...not a guaranteed one.

LilElvis

In your link you have said that you will leave the item at your door for collection. This is a very bad idea, no matter the inconvenience, as you need to have proof that the item has been returned if you want a refund.