My Rights - Incorrect Item Received

Mikeinho

theonlywayisup wrote: »

SNAD Significantly Not As Described.

eBay has it's own returns procedures. If a seller sends you something which is SNAD, you open a case, the seller and buyer have 8 days to resolve the issue and if it remains unresolved the buyer/seller can escalate the case to eBay who make a decision.

If a SNAD is opened the seller must either resolve the issue, upload a prepaid returns label or refund without a return.

Not having commented on your thread, the only thing I will pick up on is that if you ordered from a multi listing (a drop down menu of choices on one listing) there was/is a glitch where the seller is only given the fact you've ordered an item and not specifically which one. I have ended lots of my multi listings because of this issue. Just because something is wrong doesn't mean one of you [or both] has made a mistake!

Great. Thanks for the explanation.

I think I see your point about multi listing items. In my profession, we often deal with data capture incidents of this nature. Poor system coding is sometimes the investigation result after RCA (Root Cause Analysis).

In this example, from the user (or buyer) end, I have to say that the drop-down list was very clear about what was on offer / in stock. And looking at the order in my 'Purchased Items' list, it does state that I selected the correct item.

Should it transpire that it was a software glitch, then I'm not sure how eBay will treat the seller. I would like to think eBay would not penalise either the buyer nor seller should it be their own software / coding at fault.

The seller's hasn't admitted responsibility for picking & packing the wrong item, but they haven't denied it either, so I can't say if this falls into the 'technical glitch' category. Going by the language they've used in their reply (which was overly defensive), if I had to guess, it's likely the error was theirs.

The clock is ticking on the SNAD and the seller has stopped replying, so I'll just need to sit this one out. As I don't know how this is going to pan out, I've opted to buy some cheap bottles that come with their own teats from Tesco to tide us over, as I don't want to end up with a plethora of Philips Avent teats choking up my steriliser. Sure, I already stated that it's not about the money, but I'm not daft with money either. MSE forum addicts will testify to this, I suspect?

I'll fight tooth and nail for this little one of mine. I just hope that's a blessing for her and not a curse!

The transformation is complete... I have become my father.

Mikeinho

martindow wrote: »

Nice. If your messages to the to the seller are in this vein it's not surprising that they are digging their heels in.

Have you opened a SNAD claim?

... and a classic example of why I (generally speaking) don't debate on forums.

1. Tries to take the moral high-ground, but opens reply with sarcasm. Nice! (hope you enjoyed that slice of intentional irony)
2. Expresses general ignorance by making the assumption that the person is not capable of maintaining a professional and courteous tone.
3. Offers a personal opinion, apparently based on their own "eye for an eye" mentality.
4. Fails to bring anything of interest to the conversation, but still asks questions.

There's no reasoning with these types of people. Ergo, I usually just leave them to it before it gets out of hand and they bring Hitler in to it, or something equally ridiculous.

For clarity, messages to the seller are professional and courteous (as always), as we have a binding legal contract (regardless of the monies involved).They made a mistake. So what? Big whoop. All I'm asking them for is what I paid for, or a refund. I'm not going to haul them over the coals about it.

My comment about where the teats might go was an (apparently failed) attempt at comedy. Not to worry folks, I'm not a professional comedian.

Only just been informed what this is, but yes, I opened a SNAD a couple of days ago once I caught wind of the seller's intentions not to resolve the situation.

theonlywayisup

Mikeinho wrote: »

All I'm asking them for is what I paid for, or a refund. I'm not going to haul them over the coals about it.

But that isn't all you are asking for.

You are asking the seller to refund/replace an item which was incorrect (regardless of fault) that you have opened and rendered unsaleable.

martindow

Mikeinho wrote: »

... and a classic example of why I (generally speaking) don't debate on forums.

1. Tries to take the moral high-ground, but opens reply with sarcasm. Nice! (hope you enjoyed that slice of intentional irony)
2. Expresses general ignorance by making the assumption that the person is not capable of maintaining a professional and courteous tone.
3. Offers a personal opinion, apparently based on their own "eye for an eye" mentality.
4. Fails to bring anything of interest to the conversation, but still asks questions.

There's no reasoning with these types of people. Ergo, I usually just leave them to it before it gets out of hand and they bring Hitler in to it, or something equally ridiculous.

For clarity, messages to the seller are professional and courteous (as always), as we have a binding legal contract (regardless of the monies involved).They made a mistake. So what? Big whoop. All I'm asking them for is what I paid for, or a refund. I'm not going to haul them over the coals about it.

My comment about where the teats might go was an (apparently failed) attempt at comedy. Not to worry folks, I'm not a professional comedian.

Only just been informed what this is, but yes, I opened a SNAD a couple of days ago once I caught wind of the seller's intentions not to resolve the situation.

You're right that it can be difficult to convey light hearted remarks or jokes in writing (and I'll include myself in that) but we can only imagine your replies to the seller by referring to your posts on here.

Looking back through your posts on this thread you come across as prickly and argumentative. It seems this is not your intention, but have a read back through and perhaps try to see how they come across to others.

I don't think they don't have the 'professional and courteous tone' you mention.

askmeaboutsofas

Just to clarify, the seller sent you the wrong item, and you opened it? That's all that happened? Because it's really, really easy to resolve that problem.
Firstly decide what you want. Do you want the incorrect item to be exchanged for the correct one? Or do you want a refund and to buy from another seller, maybe somewhere else? It's up to you.
Go to your eBay purchase history, open a case for "item not as described", fill in the form to state that you received a different item to the one you ordered. Don't include anything other than the words "I ordered abc teat and received xyz teat and would like to receive a full refund/replacement" (delete as appropriate.
The seller may respond by 1.writing a message saying why they think they don't have to take a return, 2.offering you an alternative which you don't have to accept
3.issuing a full refund without a return of 4.accepting the return.
If 1 or 2, escalate the claim to eBay and make sure you have proof you ordered something different. You may need to upload a screenshot showing that you ordered abc and not xyz.
If 4, print off the postage label, package the item and take it to the post office in the next 2 weeks. Ebay will issue your refund one the item shows as delivered.

It looks like the seller may not realise that it is them who made the mistake. It's highly likely they'll just accept the return, or even issue a refund, once you show that it's them and not you.

reason2

i just read this thread and for someone who wants others to "own up to their mistakes" you sure dont want to own up to the fact you didn't check the product before you opened it and made it redundant.

So the seller is out of pocket because of your mistake, you are out of pocket becuase of their mistake, but its all their fault.

and when that was pointed out you went on the most OTT rambling self defense i have ever seen.

reason2

"It wouldn't matter a jot had I opened the packets and stuck them up a dog's backside... they still have not honoured our sales agreement. They are more than welcome to collect the goods they sent in error. What they do with them is their business. Stick them up a dog's backside for all I care."

also part of terms and conditions and consumer rights is that if a mistake has been made or a change of mind, you have to return the item in the condition you received it in.

so your mistake of not checking and tearing a packet open is your problem and not the sellers.

i mean, basic understanding answers your own question most of this thread