Ebuyer claiming item not sent

jb1001

Hi

I'm trying to help my son sort this out as he has a disability and is finding this really stressful.

He bought a keyboard from ebuyer and it developed a fault. They agreed he could return it and they arranged for Yodel to collect it. We packaged it and sent it back and Ebuyer are claiming that they received an empty box. I have complained and complained and the only response I can get is that this is their finding - it cannot have been tampered with because it was sealed?! 

I don't know how to proceed, we put the keyboard in the box and it was collected. My son is out of pocket and without a keyboard. Any advice about what we can do would be much appreciated.

Thanks  

olgadapolga

jb1001 said:

Hi

I'm trying to help my son sort this out as he has a disability and is finding this really stressful.

He bought a keyboard from ebuyer and it developed a fault. They agreed he could return it and they arranged for Yodel to collect it. We packaged it and sent it back and Ebuyer are claiming that they received an empty box. I have complained and complained and the only response I can get is that this is their finding - it cannot have been tampered with because it was sealed?! 

I don't know how to proceed, we put the keyboard in the box and it was collected. My son is out of pocket and without a keyboard. Any advice about what we can do would be much appreciated.

Thanks  

So Ebuyer arranged the courier? If so, my understanding is that Ebuyer need to discuss/claim from the courier and Ebuyer therefore should refund you. 

ThisnotThat

olgadapolga said:

jb1001 said:

Hi

I'm trying to help my son sort this out as he has a disability and is finding this really stressful.

He bought a keyboard from ebuyer and it developed a fault. They agreed he could return it and they arranged for Yodel to collect it. We packaged it and sent it back and Ebuyer are claiming that they received an empty box. I have complained and complained and the only response I can get is that this is their finding - it cannot have been tampered with because it was sealed?! 

I don't know how to proceed, we put the keyboard in the box and it was collected. My son is out of pocket and without a keyboard. Any advice about what we can do would be much appreciated.

Thanks  

So Ebuyer arranged the courier? If so, my understanding is that Ebuyer need to discuss/claim from the courier and Ebuyer therefore should refund you. 

Unless there was never a keyboard in there in the first place (at least in their opinion.)

November2

Sending empty boxes back for refunds is a well known scam.  Parcels have their weight checked by couriers on their journey so speak to Yodel and they may have a record of the weight and size of parcel in the tracking.  Companies are working much more closely with couriers now to crack down on seller and buyer scams.

jb1001

ThisnotThat said:

olgadapolga said:

jb1001 said:

Hi

I'm trying to help my son sort this out as he has a disability and is finding this really stressful.

He bought a keyboard from ebuyer and it developed a fault. They agreed he could return it and they arranged for Yodel to collect it. We packaged it and sent it back and Ebuyer are claiming that they received an empty box. I have complained and complained and the only response I can get is that this is their finding - it cannot have been tampered with because it was sealed?! 

I don't know how to proceed, we put the keyboard in the box and it was collected. My son is out of pocket and without a keyboard. Any advice about what we can do would be much appreciated.

Thanks  

So Ebuyer arranged the courier? If so, my understanding is that Ebuyer need to discuss/claim from the courier and Ebuyer therefore should refund you. 

Unless there was never a keyboard in there in the first place (at least in their opinion.)

olgadapolga said:

jb1001 said:

Hi

I'm trying to help my son sort this out as he has a disability and is finding this really stressful.

He bought a keyboard from ebuyer and it developed a fault. They agreed he could return it and they arranged for Yodel to collect it. We packaged it and sent it back and Ebuyer are claiming that they received an empty box. I have complained and complained and the only response I can get is that this is their finding - it cannot have been tampered with because it was sealed?! 

I don't know how to proceed, we put the keyboard in the box and it was collected. My son is out of pocket and without a keyboard. Any advice about what we can do would be much appreciated.

Thanks  

So Ebuyer arranged the courier? If so, my understanding is that Ebuyer need to discuss/claim from the courier and Ebuyer therefore should refund you. 

olgadapolga said:

jb1001 said:

Hi

I'm trying to help my son sort this out as he has a disability and is finding this really stressful.

He bought a keyboard from ebuyer and it developed a fault. They agreed he could return it and they arranged for Yodel to collect it. We packaged it and sent it back and Ebuyer are claiming that they received an empty box. I have complained and complained and the only response I can get is that this is their finding - it cannot have been tampered with because it was sealed?! 

I don't know how to proceed, we put the keyboard in the box and it was collected. My son is out of pocket and without a keyboard. Any advice about what we can do would be much appreciated.

Thanks  

So Ebuyer arranged the courier? If so, my understanding is that Ebuyer need to discuss/claim from the courier and Ebuyer therefore should refund you. 

Yes this is what I would expect too but they just keep saying it has gone through their processes and they've decided that it wasn't tampered with?! Like that's it, case closed...?

olgadapolga

I suppose that the only other option would be to ask Yodel if they weighed it whilst in their possession, as suggested by November2. Failing that, make a formal complaint to Ebuyer (assuming that you haven't already done this) followed by a letter before action and small claims court?

pbartlett

Did Ebuyer send you the return label and effectively pay for the return? In which case, the return is complete once you hand it to Yodel.

Or did you instruct yodel and pay for the return yourself?

jb1001

pbartlett said:

Did Ebuyer send you the return label and effectively pay for the return? In which case, the return is complete once you hand it to Yodel.

Or did you instruct yodel and pay for the return yourself?

Thanks for your reply. No we didn't instruct Yodel, they did. It didn't require a label we just had to hand it to the driver which we did. Ebuyer trying to say we sent back an empty box which we categorically did not, they just keep saying it was sealed so couldn't have been tampered with. I don't even know what they mean with this but presumably whoever stole it either whilst in the care of Yodel or Ebuyer has taken out the keyboard and stuck some sellotape on it. It's ludicrous for them to say that this is evidence we did not send it. Honestly it's insanity.

jb1001

olgadapolga said:

I suppose that the only other option would be to ask Yodel if they weighed it whilst in their possession, as suggested by November2. Failing that, make a formal complaint to Ebuyer (assuming that you haven't already done this) followed by a letter before action and small claims court?

olgadapolga said:

I suppose that the only other option would be to ask Yodel if they weighed it whilst in their possession, as suggested by November2. Failing that, make a formal complaint to Ebuyer (assuming that you haven't already done this) followed by a letter before action and small claims court?

I don't think Yodel will speak to me as I wasn't their customer - it was arranged by Ebuyer. I have been complaining for a couple of months now and not getting anywhere. This is a lot of money to my son too.

jb1001

November2 said:

Sending empty boxes back for refunds is a well known scam.  Parcels have their weight checked by couriers on their journey so speak to Yodel and they may have a record of the weight and size of parcel in the tracking.  Companies are working much more closely with couriers now to crack down on seller and buyer scams.

November2 said:

Sending empty boxes back for refunds is a well known scam.  Parcels have their weight checked by couriers on their journey so speak to Yodel and they may have a record of the weight and size of parcel in the tracking.  Companies are working much more closely with couriers now to crack down on seller and buyer scams.

I'm not sure we can speak to Yodel as their contract is with Ebuyer but presumably if it is the driver who has taken it - he will have recorded it as having received an empty box as this makes him look innocent? All I know is it was in the box when it left my house!!!!

MalMonroe

jb1001 said:

Hi

I'm trying to help my son sort this out as he has a disability and is finding this really stressful.

He bought a keyboard from ebuyer and it developed a fault. They agreed he could return it and they arranged for Yodel to collect it. We packaged it and sent it back and Ebuyer are claiming that they received an empty box. I have complained and complained and the only response I can get is that this is their finding - it cannot have been tampered with because it was sealed?! 

I don't know how to proceed, we put the keyboard in the box and it was collected. My son is out of pocket and without a keyboard. Any advice about what we can do would be much appreciated.

Thanks  

Hi, I think this is awful and am really very sorry about it. Although I have no connection to ebuyer at all, it was founded in my home city in 1999 and I somehow feel responsible. (I know, daft!)

Would you consider trying Resolver? Resolver is endorsed by money saving expert, so it should be okay and people are saying it helped them. You have nothing to lose and I add their link here -

https://www.resolver.co.uk/companies/ebuyer-complaints

I do hope you manage to get this sorted because it's awful when you know exactly what happened and yet nobody seems to want to believe you. Good luck!