Ebay postal complaints address

wbarobbo

I bought an item off Ebay, seller sent it by Hermes tracked. Web shows it as having been delivered but it wasn't and Hermes have confirmed this in writing. I have uploaded this to Ebay but they are not interested. I am banging my head against a brick wall and have asked Ebay customer service 4 times for a valid postal address of their complaints department. Each time they either refuse to respond or scoot round the issue with meaningless narrative. Does anyone have a postal address to which I can write, thus avoiding the braindead people in their customer service dept. Alternatively does anyone have any other good tips on how to get a successful resolution!

Thanks, Dave

soolin

wbarobbo wrote: »

I bought an item off Ebay, seller sent it by Hermes tracked. Web shows it as having been delivered but it wasn't and Hermes have confirmed this in writing. I have uploaded this to Ebay but they are not interested. I am banging my head against a brick wall and have asked Ebay customer service 4 times for a valid postal address of their complaints department. Each time they either refuse to respond or scoot round the issue with meaningless narrative. Does anyone have a postal address to which I can write, thus avoiding the braindead people in their customer service dept. Alternatively does anyone have any other good tips on how to get a successful resolution!

Thanks, Dave

If Hermes have officially confirmed that item was not delivered to you shouldn't you be going after them ? Usually couriers will only speak to the person who booked the delivery, but as you appear to be able to talk to them then demand compensation for the loss- they react quite quickly to messages via their Facebook group.

soolin

one other thing to consider - there is nothing to stop you using small claims against the seller, it wouldn't normally be a suggestion but if you have proof of non delivery then you could well win.

theonlywayisup

Timely post this, when a seller, posting recently has found themselves in the position of sender where the carrier (not Hermes) shows delivery and the buyer questions it.

theonlywayisup

And for the OP, there is good and bad.

A good seller will help you and dispute delivery. If they do, Hermes are very likely to pay compensation and the seller should refund.

But, not all feel like I do on here.

A bad seller will do little, knowing their eBay account can't be compromised.

Have a read of this https://forums.moneysavingexpert.com/discussion/5459713

Complain to Ebay, you may get a refund from them if you persist with evidence.

wbarobbo

Whilst they (Hermes) have responded to me they have said it is the sender who needs to file a lost item claim. The difficulty I have is that the sender is not replying to me hence I have approached Ebay under their buyer guarantee scheme

theonlywayisup

wbarobbo wrote: »

Whilst they have responded to me they have said it is the sender who needs to file a lost item claim. The difficulty I have is that the sender is not replying to me hence I have approached Ebay under their buyer guarantee scheme

You won't get far with Ebay.

You really need to persist with the seller and I'm afraid it may be hard.

Explain you really need their help and the item hasn't been delivered, ask them to dispute it with Hermes.

If you get no joy, you could ask your cardholder (if you used it and if they allow it) to chargeback the transaction, but it is a long shot.

theonlywayisup

As an aside, if you have no INR case open (you will lose it if you do), you may get the seller to help you via feedback.

Negative feedback is a defect (one of only two ways a seller gets one nowadays). If you leave a factual, complicit with policy comment, you may get some action (when all else has failed). I say this because a savvy seller will know they can ask you to revise it and the defect will be removed.

Don't leave anything until you've exhausted other avenues and don't mention or threaten bad feedback ever.

campdave

Phone the seller. Be nice.

RFW

Some good points here. As a seller it happened to me a couple of times on Ebay. Sellers are almost programmed to believe buyers are lying so once there is proof of delivery they may well wipe their hands of it.
On one occasion I was sorting it but the buyer opened a dispute, I then had to prove delivery and then follow up a claim with the courier.

One final point, is there any way of following the delivery trail?

If you can see where the item was and then who signed for it, it may well be that it is with a neighbour or stick behind a door in a yard somewhere.

mrcol1000

Agree you need to keep on at the sale. I have had a few times buyers claim non delivery while My Hermes show delivery. Each time I have contacted My Hermes and they have asked me to make a claim for compensation. Each time the buyer has found a neighbour/friend/relative took it in before I can make the claim.

You have to see it from Ebay's point of view. Online tracking shows delivery. You claim it hasn't been delivered. Who are they suppose to believe?