Ebuyer claiming laptop not returned - refusing refund. I am being scammed!

ksood1

I have just been stung really badly from Ebuyer, who in the follow-up to the incident I've learned aren't everybody's favourite and for good reason! It was my first purchase from them - a HP laptop. On arrival, it didn't turn on. I got in touch with them, and they made me troubleshoot with HP to confirm it didn't work. Eventually, they agreed to send out a Yodel courier within a few days. I bought a new laptop from John Lewis that same weekend as I needed one urgently. The courier came on 10/04. I trust my father, who insists he re-boxed the laptop and taped it in front of the courier before handing it over to him. The courier weighed it in front of my dad.

I had asked Ebuyer for a money refund as I didn't feel confident dealing with them further. They told me this would take place after they had received the item, and run it through testing to ensure it wasn't working. 10 days after the collection, I received correspondence from a customer service agent from Ebuyer, who explained they had received a box with only the charger in it.

It's very clear to me what is going on here. I came across this site ebuyersucks.org and quickly learned this sort of behaviour has precedence. The customer service agent has been insistent on this version of events, and told me that they have got in touch with Yodel, who ensure her it wasn't tampered with. She ignored my request to be copied into any correspondence with Yodel.

It was bought through my mum's credit card. She has been in touch with her CC company, who so far have not been helpful.

I am appalled by how this has all turned out and I feel very stupid for not having researched the company more thoroughly, which had I done so I most definitely would not have taken the risk. I am wondering whether we should persist further with the CC company, or should I begin a legal claim? How would you deal with this situation?
Getting Ebuyer to budge looks impossible, given their stance, and I see that watchdogs are less than helpful to put it kindly.

Liffi

Can you get in touch with yodel yourself? They should have a record of them picking up the item.

Fosterdog

What's the problem if the package was weighed by the courier in front of your father? Either it weighed the right amount for the laptop or was a lot lighter due to only holding the charger. Just confirm the collection weight with Yodel and you will have your proof.

bris

Ebuyer maybe have bad customer service but I doubt they are thieves. You didn't even package or send it so you have no way of knowing they are even to blame.


The credit card wont help because they do not cover purchases for other people.

naedanger

ksood1 wrote: »

I have just been stung really badly from Ebuyer, who in the follow-up to the incident I've learned aren't everybody's favourite and for good reason! It was my first purchase from them - a HP laptop. On arrival, it didn't turn on. I got in touch with them, and they made me troubleshoot with HP to confirm it didn't work. Eventually, they agreed to send out a Yodel courier within a few days. I bought a new laptop from John Lewis that same weekend as I needed one urgently. The courier came on 10/04. I trust my father, who insists he re-boxed the laptop and taped it in front of the courier before handing it over to him. The courier weighed it in front of my dad.

I had asked Ebuyer for a money refund as I didn't feel confident dealing with them further. They told me this would take place after they had received the item, and run it through testing to ensure it wasn't working. 10 days after the collection, I received correspondence from a customer service agent from Ebuyer, who explained they had received a box with only the charger in it.

It's very clear to me what is going on here. I came across this site ebuyersucks.org and quickly learned this sort of behaviour has precedence. The customer service agent has been insistent on this version of events, and told me that they have got in touch with Yodel, who ensure her it wasn't tampered with. She ignored my request to be copied into any correspondence with Yodel.

It was bought through my mum's credit card. She has been in touch with her CC company, who so far have not been helpful.

I am appalled by how this has all turned out and I feel very stupid for not having researched the company more thoroughly, which had I done so I most definitely would not have taken the risk. I am wondering whether we should persist further with the CC company, or should I begin a legal claim? How would you deal with this situation?
Getting Ebuyer to budge looks impossible, given their stance, and I see that watchdogs are less than helpful to put it kindly.

Was it you (rather than your Mother) who bought the item from Ebuyer (albeit using her card)?

If so then I suspect legal action may be your only option. Furthermore I can see it being a difficult case to win if it is just your (and your Father's) word against Ebuyer. Was your Father given any receipt, showing the item's weight, when the Laptop was collected?

CardinalWolsey

I trust my father, who insists he re-boxed the laptop and taped it in front of the courier before handing it over to him. The courier weighed it in front of my dad.

Can I clarify - are you saying that the Yodel courier knocked on your door, and then waited for your dad to answer the door. When your father opened the door, he then proceeded to box the laptop, and tape it up, whilst the courier waited. Having done all that, the courier weighed the box (was this done in the house using some form or portable scales, or back at the van on more robust scales)?
The reason I ask, is that I know a number of people who are couriers for the likes of Yodel, DPD, Hermes etc, and as nice as they are, won't typically hang around if a parcel is not already packaged ready to go. Remember, they are being paid ~50-60 pence to pick that parcel up, and will have plenty of other parcels to deal with.
And then the weighing, this is not done on collection - this is done in the distribution hubs as part of an automated process on the conveyors. Couriers do not carry either portable scales, or have fixed scales in their vans, in the same way as parcel shops do not have scales. If the volumetric weight/size is exceeded when it is measured in transit, the charge for the parcel will increase.
Is your father confident this is what happened? Did the driver show any ID, have on any branded clothing, drive a branded van, carry a HHT (handheld terminal) to scan the label that would have to have been attached to the parcel to enable tracking? i.e. did your father give the parcel in the first instance to a legitimate courier? Has your father made a mistake and not wanted to admit it to you?

IAmWales

I have never come across a courier service that weighs the item on your doorstep. Is this a new thing, has anyone else experienced it?

[Deleted User]

The OP has completely made up this story - as said, no courier waits for packages to be taped up or weighs them at the door.

mije1983

camelot1971 wrote: »

The OP has completely made up this story

Not necessarily.....

CardinalWolsey wrote: »

Has your father made a mistake and not wanted to admit it to you?

^ is a possibility

sheramber

When we returned a faulty tv to John Lewis the courier was issued with an instant camera and was told to photograph the tv before packaging and then photograph the package .

visidigi

camelot1971 wrote: »

The OP has completely made up this story - as said, no courier waits for packages to be taped up or weighs them at the door.

Yes they do. DPD do technology logistics and device swap out for a start off - where they give you a device and then ask you to pack the old one in front of the courier in the box they ring.

Sure its a premium service but to say no one does is factually wrong.