eBAY FAULTY RETURN NIGHTMARE

Tangerina

Hi

Ive bought a new electric rise and recline chair off ebay recently, and it’s faulty.  It doesn’t rise and recline and is very unstable on its base.

This was an expensive purchase, over £400.

The item came from the UK in 2 huge boxes via 2 different couriers with weight in excess of 54kg, with a 3 day delivery.  
So I assumed seller was based in the uk, I now know the seller is in China.

I opened up a return request and the seller contacted me and has been doing everything for me not to send it back.  

They are insisting it just needs a new remote control and offering to replace it when the chair doesn’t have one, it’s a button on the side of the chair with the electric wiring inside the chair. 

I have kept refusing this and stood my ground that I wanted a return.  They have just sent the returns label just as I was going to ask ebay to step in but, it’s just Royal Mail QR code with tracking and eBay are asking me to take it to the post office to post !

There’s no returns address, the only address on the account is in China.  It’s doesn’t even say on the email what I’m to return, or the date I have to return it by as the space where those go fullstops have been entered instead.

i know the post office won’t take 2 huge boxes one over 22kg and the other over 34kg and there’s only one QR code/tracking number, that’s even if I could get them there.

i don’t know what to do, I’ve never had to return anything on eBay before and I’m at my wits end.  I can’t even find a telephone number to ring them.  

I was stressed out with dealing with them and just burst into tears when this label turned up. 

Any help will be appreciated, many thanks.

Spies

Actually call eBay and talk to someone there, they are usually very good and will advise. 

soolin

Spies said:

Actually call eBay and talk to someone there, they are usually very good and will advise. 

I agree, call ebay and explain. Be polite, persistent and keep it very simple- don't go into un necessary details with them - just explain weight and label provided.

GadgetGuru

I echo the above - in this case you should call eBay and speak to a rep. 
It's unreasonable to ask you to return such heavy items by taking them to a Post Office - in addition one QR code for two boxes doesn't sit right with me. 
Update the case notes, and in addition contact eBay via phone too. 

Devongardener

Did you pay by PayPal,  if so open a case there as well as with eBay.

the_lunatic_is_in_my_head

Devongardener said:

Did you pay by PayPal,  if so open a case there as well as with eBay.

Doing so will close the eBay case, eBay cases offer better protection than Paypal, you shouldn't open more than one dispute a a time, rather only do so if the previous dispute and it's appeal process has failed  

OP as above call and explain you've been give a Royal Mail label to return two large boxes coming to over 50kg, they'll likely put the case on hold and the seller will get an email to say they need to provide a sufficient label.

If they don't eBay will likely refund and advise you don't need to return the goods. If that happens and the seller is in China they don't really have much of an avenue to claim anything from you but just as general advice on this topic for any type of claim closed with a refund but not a return of the goods it's wise to hold on to the goods for a few months and message the seller at least twice to say you have the goods for collection to cover yourself (and again as general advice if the seller is in the UK either keep the goods safe or sell them for a fair market value). 

GDB2222

If it is as bad as it sounds, could I suggest that you remove the plug from the wall socket. You don’t want it catching fire. 

soolin

Devongardener said:

Did you pay by PayPal,  if so open a case there as well as with eBay.

sorry I know that @the_lunatic_is_in_my_head has already said that- but I cannot stress enough that you must NEVER open a second case as both will be closed. Also a paypal claim  (assuming that was even used) would be a very bad choice as with an SNAD claim it would be up to the buyer to return the item at their own cost before a refund would be issued.

Whenlife

Thank you all so much for your very helpful comments. 

I was just about to ring eBay when I received an email from them to say that I have just received a refund.  I checked PayPal and the refund is pending.  i am so relieved. 

I don’t understand why they sent that postal label if they were just going to refund me.

Again, thank you all so much.

Tangerina

Hi
sorry about the reply above but my partner was logged into MSE and I didn’t realise it and have replied via their account !
We’re not that good with technology lol 

I just want to express again, thank you very much. 

GDB2222

Tangerina said:

Hi
sorry about the reply above but my partner was logged into MSE and I didn’t realise it and have replied via their account !
We’re not that good with technology lol 

I just want to express again, thank you very much. 

You need to check with the sellers when they are coming to collect their chair?