Ebuyer claiming item not sent

jb1001

MalMonroe 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  

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! 

Thanks I didn't know about this, I'll give it a go

pbartlett

since ebuyer instructed yodel then yourvreturn is complete when you handed the package to yodel, so the issue is not what happened after you gave it to them (that is no concern of yours) but whether or not you gave them an empty box.

if you get nowhere, issue a moneyclaimsonline (small claims court) against ebuyer - it is easy and will be down to the judge to decide if you handed over an empty box or not.

Jeepers_Creepers

Does anyone know for sure whether all packages are weighed soon after collection? I'd have thought there would be an automatic process in the system - when's it's on a conveyor belt or similar - as how else could they check that packages haven't been under-declared weight-wise?

If packages are weighed at some point, that could help - tho' not if the item was removed before weighing :-(

soolin

Jeepers_Creepers said:

Does anyone know for sure whether all packages are weighed soon after collection? I'd have thought there would be an automatic process in the system - when's it's on a conveyor belt or similar - as how else could they check that packages haven't been under-declared weight-wise?

If packages are weighed at some point, that could help - tho' not if the item was removed before weighing :-(

There was a video doing the rounds of a conveyer belt before sorting that gave a basic weight (most couriers have bands, so 2-5 kg 5-10 etc ) and anything that seemed overweight is pulled, I don't think every single parcel is individually and accurately weighed. The video went round as it showed why people were being charged for overweight parcels that were not actually overweight as parcels often picked up a bit of the weight of the parcel just rolling off the belt or just entering the belt.

I've no idea whether that is how it works or not but whatever the truth is I can't imagine every single package being weighed by a human accurately.

ThisnotThat

pbartlett said:

since ebuyer instructed yodel then yourvreturn is complete when you handed the package to yodel, so the issue is not what happened after you gave it to them (that is no concern of yours) but whether or not you gave them an empty box.

if you get nowhere, issue a moneyclaimsonline (small claims court) against ebuyer - it is easy and will be down to the judge to decide if you handed over an empty box or not.

But they're alleging that the keyboard wasn't in the box to begin with, so the return (in their eyes) was never made.

jb1001

ThisnotThat said:

pbartlett said:

since ebuyer instructed yodel then yourvreturn is complete when you handed the package to yodel, so the issue is not what happened after you gave it to them (that is no concern of yours) but whether or not you gave them an empty box.

if you get nowhere, issue a moneyclaimsonline (small claims court) against ebuyer - it is easy and will be down to the judge to decide if you handed over an empty box or not.

But they're alleging that the keyboard wasn't in the box to begin with, so the return (in their eyes) was never made.

ThisnotThat said:

pbartlett said:

since ebuyer instructed yodel then yourvreturn is complete when you handed the package to yodel, so the issue is not what happened after you gave it to them (that is no concern of yours) but whether or not you gave them an empty box.

if you get nowhere, issue a moneyclaimsonline (small claims court) against ebuyer - it is easy and will be down to the judge to decide if you handed over an empty box or not.

But they're alleging that the keyboard wasn't in the box to begin with, so the return (in their eyes) was never made.

Exactly...what can I do... my son is in bits about this - firstly it's a lot of money to him, secondly it's the injustice of it and as he's autistic he's obsessing about it. 

Jeepers_Creepers

JB, do you have Legal Protection on your house insurance? Cool - call them up. They will advise, and even take it on - assuming they are fairly confident of victory.

jb1001

Jeepers_Creepers said:

JB, do you have Legal Protection on your house insurance? Cool - call them up. They will advise, and even take it on - assuming they are fairly confident of victory.

I'll check, thanks

ThisnotThat

jb1001 said:

ThisnotThat said:

pbartlett said:

since ebuyer instructed yodel then yourvreturn is complete when you handed the package to yodel, so the issue is not what happened after you gave it to them (that is no concern of yours) but whether or not you gave them an empty box.

if you get nowhere, issue a moneyclaimsonline (small claims court) against ebuyer - it is easy and will be down to the judge to decide if you handed over an empty box or not.

But they're alleging that the keyboard wasn't in the box to begin with, so the return (in their eyes) was never made.

ThisnotThat said:

pbartlett said:

since ebuyer instructed yodel then yourvreturn is complete when you handed the package to yodel, so the issue is not what happened after you gave it to them (that is no concern of yours) but whether or not you gave them an empty box.

if you get nowhere, issue a moneyclaimsonline (small claims court) against ebuyer - it is easy and will be down to the judge to decide if you handed over an empty box or not.

But they're alleging that the keyboard wasn't in the box to begin with, so the return (in their eyes) was never made.

Exactly...what can I do... my son is in bits about this - firstly it's a lot of money to him, secondly it's the injustice of it and as he's autistic he's obsessing about it. 

I'd be pushing Ebuyer for details on the weight of the package.

The problem, I suspect, is that it was collected rather than dropped off.  If Yodel operates anything like Hermes then collected packages won't be dropped off until the driver goes in the next day for their next load of parcels.  This leaves them not only all day to open up packages and reseal them but all night too.  So it really doesn't surprise me that the package appears to have not been tampered with, the driver would have more than enough time to open it and reseal it all with their own materials making it look like nothing had been done to it.

The problem with that is that if it was weighed at any point, it'd already have been removed so there won't be any weight evidence to back up your claim.  The only real next step would then be a Letter Before Action and a court claim, although I don't know what the likelihood would be in convincing a judge with no evidence that it was pinched in transit.

Of course, the weight evidence could go in your favour and show a weight reduction in transit in which case, happy days.

pbartlett

jb1001 said:

ThisnotThat said:

pbartlett said:

since ebuyer instructed yodel then yourvreturn is complete when you handed the package to yodel, so the issue is not what happened after you gave it to them (that is no concern of yours) but whether or not you gave them an empty box.

if you get nowhere, issue a moneyclaimsonline (small claims court) against ebuyer - it is easy and will be down to the judge to decide if you handed over an empty box or not.

But they're alleging that the keyboard wasn't in the box to begin with, so the return (in their eyes) was never made.

ThisnotThat said:

pbartlett said:

since ebuyer instructed yodel then yourvreturn is complete when you handed the package to yodel, so the issue is not what happened after you gave it to them (that is no concern of yours) but whether or not you gave them an empty box.

if you get nowhere, issue a moneyclaimsonline (small claims court) against ebuyer - it is easy and will be down to the judge to decide if you handed over an empty box or not.

But they're alleging that the keyboard wasn't in the box to begin with, so the return (in their eyes) was never made.

Exactly...what can I do... my son is in bits about this - firstly it's a lot of money to him, secondly it's the injustice of it and as he's autistic he's obsessing about it. 

Just to reiterate the important point - the return was complete once the package was handed over to the courier. You and your son know the keyboard was in it. They can allege what they want about empty boxes - you know what happened.

Put in the small claims court case and see who the judge believes.