Ebuyer claiming we never sent item

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

tacpot12

I think your response should be to put it to them that Yodel would not collect an obviously empty box. Also, why would you NOT send the keyboard back when you want it to be fixed? Clearly your son is not going to get a repaired or replacement keyboard if he didn't return it, so it doesn't make sense that you would send them an empty box. I think eBuyer are trying it on. Put these points to them. 

If you have home insurance, you might  have legal expenses cover. If so, call the  legal helpline for guidance on what to do next. If you don't have this insurance cover, do consider getting it, but you will need to take legal action on your own to recover the cost of the keyboard. You may want to take legal advice from a solicitor.