How to return large item not as described Ebay

LMS123

Long story short. I bought some furniture from an eBay shop and paid over £500 via Paypal.
30 days later the self-assembly furniture arrived in 2 boxes, which I signed for. I soon realised that there was a box missing, there should have been 3. I had only opened the top of one box and haven't removed any contents. It was obvious there wasn't enough parts.
I contacted the seller, an eBay shop, and he agreed that a box had gone astray and would contact the courier. Fast forward 3 weeks, plenty of promises and still no missing box. If I want a refund under item not as described I assume I would have to return the boxes but I can't even move them, they're so bulky and heavy. I had to drag them into my garage out of the weather with 2 people to help. I've no idea as to the postal charges for them.
What should I do? I've told the seller I will contact eBay resolution if this isn't sorted within a week. No reply again. Would I have to return the item prior to getting a refund? How do I arrange that when I can't move them?
Any thoughts gratefully received.

I have copied this from my original thread on Consumer Rights and was advised by a forum member to post it here.

the_lunatic_is_in_my_head

As per the other thread

You have 30 days from the last ETA (shown on the view order details page) to be covered by eBay Buyer Protection.

If that time hasn't past you can open a returns request selecting the option parts missing and the seller will be expected to arrange the return at their cost.

If you are outside of this time you can still open a returns request but can't ask eBay to step in and help.

You have 180 days from payment to open a not as described case with Paypal but you'd have to arrange the return yourself.

Paypal do have an offer where they cover returns but I think you have to sign up and it applies to payments made after signing up.

If you need courier quotes have a look on Parcel2Go, best to make sure the item isn't prohibited and pay for cover to the items value.

If you go down the route of paying for the return yourself and the seller doesn't repay then you can send them a letter before action and file via small claims to recover the costs.

Your costs should be reasonable but that doesn't mean you have to pick the cheapest courier, just the most reasonable choice given the circumstances.

Hopefully the listing had a long delivery ETA and you are sill covered by eBay's return process.

LMS123

Thanks. I'll follow your advice and fingers crossed.

theonlywayisup

As above. Your best solution is via an eBay case. Open it now if you haven't already and do not close it until you have the resolution you require - if that means waiting for parts then only wait until day 8. On day 8 if you don't physically have the parts/refund/returns label then escalate the case to eBay. eBay will rule in your favour and either refund you without a return or they will supply a prepaid label for the return.

LMS123

Finally sorted. Had to open a case on eBay but have eventually got what I paid for.
New problem...I still have a large box of duplicate furniture as I was originally sent 2 of the same. The seller said he would arrange for it to be collected this week but have heard nothing. How long do I have to keep this box in my garage for before it becomes my property? (I don't want or need it and there are no fixings to assemble it anyway).

the_lunatic_is_in_my_head

LMS123 wrote: »

Finally sorted. Had to open a case on eBay but have eventually got what I paid for.
New problem...I still have a large box of duplicate furniture as I was originally sent 2 of the same. The seller said he would arrange for it to be collected this week but have heard nothing. How long do I have to keep this box in my garage for before it becomes my property? (I don't want or need it and there are no fixings to assemble it anyway).

6 years I believe as this is the amount of time they have to make a claim against you.

Perhaps another email asking them to collect within 14 days or you will dispose might make then jump in to action (but I wouldn't be in a rush to actually dispose of it).

TripleH

Alternatively a sheet of sticky labels with the company address and stick the pieces of furniture in the post without stamps on to teach them a lesson..

(Please note : the above is incredibly bad advice written in a moment of rabid insanity and the author takes no responsibility whatsoever for anyone daft enough to try it out)

forgotmyname

TripleH wrote: »

Alternatively a sheet of sticky labels with the company address and stick the pieces of furniture in the post without stamps on to teach them a lesson..

(Please note : the above is incredibly bad advice written in a moment of rabid insanity and the author takes no responsibility whatsoever for anyone daft enough to try it out)

I think the OP would rather have the goods or the money rather than no goods and no money.

The OP wont get a refund if the items not returned with proof.

theonlywayisup

forgotmyname wrote: »

I think the OP would rather have the goods or the money rather than no goods and no money.

The OP wont get a refund if the items not returned with proof.

The OP doesn't need a refund, they now have what they paid for and additional bits. The additional bits need to be returned - at least that is how I read it.

LMS123

That's right. I don't want a refund. Just need to return the large, heavy box which is in the way in my garage. Looks like another message to the seller and more time off work waiting for a courier. I asked for a return this last week, any day, as I was on annual leave but it didn't happen. Customer service nil unless I make threats.
Thanks everyone for your replies.

TripleH

LMS123, if the seller is sending a courier to collect the items delivered in error, you should be asking them to arrange collection at a time that is convenient for you. By all means be as helpful as you can, but you shouldn't be taking time off work to wait on the off chance that someone might come.

Send all messages through eBay so they have a record, but you tell the seller that you want the item gone and give some suggested days, but if it has to be a weekend or evening or if you have a genuine day at home, that day.

Be firm but polite on this and good luck.