Paypal say I have to pay courier fee to return damaged furniture

Poison877

mattyprice4004 wrote: »

You didn't buy the goods from PayPal, so I'm not sure why you're saying they are above consumer law.
Your rights are with the retailer, NOT PayPal!

Infact Pay Pal can't really do much about the delivery itself.
They can help him with getting the money back from the purchase, but because he has to deliver the goods back first ( and that comes with a cost ) and PayPal doesn't deal with it , he has to decide whether he wants to keep the damaged Tv unit or be out of pocket for £130 which is absurd.
This is why I believe best solution for him is to get in touch with the company itself rather than PayPal and to address the situation more firmly, maybe even mentioning to report to Trading Standards.

Bermonia

Poison - what a totally absurd statement... how can you suggest that OP treat this as fraud, please don’t give such poor advice out.

Poison877

Agree it might seem absurd, although can't see anybody suggesting anything else.
All I am saying is that he received faulty goods, awful customer service, and is going to be out of pocket for £ 130 trough no fault of his own.
It was not his fault the goods were damaged and even if that happened in transit the delivery was arranged by the seller.

To be a bit more firm ( maybe even overdramatic ) with the seller threatening to take a more drastic action might help.

I honestly can't see how he can get out of this rabbit hole, I am just suggesting an option here.

Bermonia

The option you suggest is not a viable one and will merely compound the issues OP has faced even further - this is a civil matter and will need to be dealt with as such.

Aimez

I have contacted he ombudsman I am concerned it will be 6 months in April since purchase. As I have said the seller just ignores me hence why I went to paypal for back up. I still have major beef with PayPal shocking customer care they have sent me this email I am Not sure I understand the wording correct sounds like he is saying tell the seller to come collect it again which is how this all began. Funny how PayPal skip over the 5 non returned calls and their staff giving out wrong info so will happen to somone else.

PayPal

14 March 2019


Your complaint has been forwarded to PayPal's Office of Executive Escalations. Please allow me to address your concerns further. Today I have attempted to call you on the phone number that is added to your PayPal account, but regrettably I was unable to reach you.

Following a review of the details that have been provided to us, I understand that you are unhappy that case PP-D-21026962 was decided against you.

Ms. Russell, I regret the inconvenience this situation might have caused and please allow me the oppertunity to explain. PayPal offered you buyer protection where we had granted the case in your favor requesting you send the item back and provide proof to PayPal. This is outlined in our user agreement that the return cost is for the buyer. I understand the size of your purchase would have cost a lot of money to send it with a regular courier.

After carefully reviewing the information at hand I would like to offer you a full refund if you arrange the item to be returned to the seller. Let them pick it up and provide me with the email communication you had and possible pictures of a signature you receive confirming it is picked up by them.

I will than arrange for you to receive a full refund for the item in the amount of £439.00 GBP. You can upload the documentation via the following link https://www.paypal.com/uk/eucomplaint.

If you have any further questions you can contact me directly via e-mail on

Bermonia

What ombudsman have you contacted, funrniture or financial?

Furniture you would have to hope seller is covered by them as I believe coverage is limited, financial are going to be unable to help you as the issue is between you and seller (PayPal are a ring accordingly and in line with the terms they offer for protection).

Aimez

Furniture ombudsmen really is that a thing lol. Financial, I had to use small claims court once to get a refund from a company ignoring me once looks like thats the route again but no one has mentioned this yet. Not sure how pay pal expect me to get a response or proof from the seller who ignores me.

Poison877

Poison877 wrote: »

Agree it might seem absurd, although can't see anybody suggesting anything else.
All I am saying is that he received faulty goods, awful customer service, and is going to be out of pocket for £ 130 trough no fault of his own.
It was not his fault the goods were damaged and even if that happened in transit the delivery was arranged by the seller.

To be a bit more firm ( maybe even overdramatic ) with the seller threatening to take a more drastic action might help.

I honestly can't see how he can get out of this rabbit hole, I am just suggesting an option here.

Bermonia wrote: »

The option you suggest is not a viable one and will merely compound the issues OP has faced even further - this is a civil matter and will need to be dealt with as such.

I have already addressed Your points there.
Plus it also seems You are commenting other posts I have made in the forum very unkindly, is this personal ?
Try Yahoo Answers if You want to argue with people.
So far You haven't provided anything of value to this post.

Aimez

I am ignoring the above posts please would guys mind PM ing eachother or deleting some posts or whatever as is clogging up this thread then people cannot be bothered to scroll through it to reply and help me. Thanks

Googled furniture ombudsmen lol no course they are not registered. So does anyone think I should try small claims? This is matter of principal to me now as all I have done is bought a product delivered broken.

shaun_from_Africa

Poison877 wrote: »

I have already addressed Your points there.
Plus it also seems You are commenting other posts I have made in the forum very unkindly, is this something personal ?
There's Yahoo Answers if You want to argue with people.
Think You can help better ? Show me.
So far You haven't provided nothing of value to this post.

Bermonia is totally correct.
A company not covering the cost or returning faulty goods or not collecting those goods is not fraud, it is simply a breach of contract and is therefore a civil dispute and not covered by the Fraud act 2006.

There are 3 categories of fraud:
Fraud by false representation
Fraud by failing to disclose information
Fraud by abuse of position

none of which apply to the problem at hand.

Aimez, I would say that your best bet is to contact the retailer one last time and give them a specific day for them to arrange for the goods to be collected (preferably giving them an approximate time as well).
Advise them that if they fail to do this then you will have no option but to take legal action to recover your money.

One other option is to pay for the courier yourself, get the refund for the goods then take legal action to recover the courier costs.