Damaged goods from ebay

Becles

I ordered a flatpack nest of tables from ebay. It arrived at the beginning of last week, but both me and baby were poorly, so I didn't open the box until Tuesday when I was going to put them together.

I noticed the table is broken. The wood on the table top has split so there is a huge crack in it. I immediately emailed the seller and sent a photograph showing the damage, but I haven't had a response yet.

What is the best way of proceeding? The item is very heavy, and cost £15 postage, so I'm expecting a similar bill to return it. The cost of the tables was £31 plus the £15 postage.

Should the seller refund both sets of postage as well as the cost of the tables? I don't want to end up out of pocket.

I paid by PayPal, and the seller has left me feedback, but I haven't left theirs yet.

Dave_Brooker

Becles wrote: »

I ordered a flatpack nest of tables from ebay. It arrived at the beginning of last week, but both me and baby were poorly, so I didn't open the box until Tuesday when I was going to put them together.

I noticed the table is broken. The wood on the table top has split so there is a huge crack in it. I immediately emailed the seller and sent a photograph showing the damage, but I haven't had a response yet.

What is the best way of proceeding? The item is very heavy, and cost £15 postage, so I'm expecting a similar bill to return it. The cost of the tables was £31 plus the £15 postage.

Should the seller refund both sets of postage as well as the cost of the tables? I don't want to end up out of pocket.

I paid by PayPal, and the seller has left me feedback, but I haven't left theirs yet.

Wait to see what happens first, the seller may sent you some replacements.

I would imagine that you will end up paying the return costs as this is the usual thing when paypal are involved.

TKPeters

Does the package weigh more than 31.5Kg?
If not then you can use DHL via PayPerDrop on eBay which will cost you £5.99

Is the eBay seller a Business Seller, as he should pay for the return postage provide a full refund.

Try emailing the seller again & If the seller does not respond, Open a 'Item not as Described' dispute via Paypal

Becles

Thanks for your help. I've mailed the seller again this afternoon, but not had a response yet. It's a business with other items ending today, so I'll give them another 24 hours to answer me before raising a dispute.

Thanks for the courier link. I'll use that if I need to return the package.

greenstreetprince

also with PayPerDrop, ensure the package is 120 x 60 x 60 or less, otherwise the £5.99 price will not apply to you.

Becles

Seller finally got in touch. They said they will send a new table top, but I said I'd rather have a refund and booked a payperdrop collection.

However they have mailed back and said they have already posted the replacement table top. I'm now suspicious as it's a set of 3 tables and I never told them which one was broken

I've said I just want a refund, but now they are saying they cannot refund the initial postage or my return postage. They are trading under a business name.

Can I do a chargeback if they refuse to refund the initial postage?

As it is their fault, I would expect to be put in the position I was before I ordered the tables. However if they don't refund either sets of postage, I'm going to end up spending £20.99 on nothing

Becles

PS: very impressed with Pay Per Drop. I booked the collection at 12.25 and they have just collected the parcel. Fantastic service!

greenstreetprince

lucky you, most of the time only bookings made before 10 am are collected same day

Becles

Just an update:

The sellers TOC's on the auction said they offered a full refund or replacement if there were any problems with the tables.

After paying for the return courier, I was told they would only refund the tables and not the postage.

The replacement that they claimed to have posted has never arrived.

They now have the original tables back, but have not offered any refund at all and are ignoring my emails.

I have started a claim with PayPal and will let you know what happens.