Buyer complaint to PAYPAL

Dumbledore55

I've been buying off E-Bay for ages and always had excellent service - I'm so lucky. But last week I bought a handbag that was advertised as 'wooden squares' only used once and in 'great condition'. When it arrived it was plastic, chipped scratched and dirty!

I e-mailed the seller whose only response was that she thought it was wooden and that I only paid £1.50 for an item she bought for £20 and sorry I was unhappy - no offer of refund.

E-mailed requesting refund - no response

E-mailed request again and sent photos of damaged handbag - no response.

Filed a complaint through PAYPAL who e-mailed me back today saying the 'seller disagrees' with me and they are reviewing the case. I've checked the process and as far as I can tell I should see the sellers response, but I haven't. Now I know £4.00 total cost is peanuts but the handbag was totally misadvertised and I wouldn't have wanted it as a gift.

Have I done all I can? And should I be allowed to see the sellers response? Will PAYPAL ask for my photos?

I'm also worried that as the seller hasn't given me any feedback yet, I will end up with a negative (my first). I haven't given any feedback yet and pointed out to the seller that I merely want my money back because the item was 'not as advertised'.

Should I just forget the £4 rather than risk getting a neg?

Dumbledore55

Please does anyone know if I have the right to see the seller's response?

danmanchester

Yes. I have only done this once before ages ago..and like you was only for a small sum. From what I remember..I received an email from the paypal resolution thing showing me the sellers response. So can only assume they haven't responded yet.

edit: warning..this could take weeks to conclude - it did with me...eventually getting a refund and the seller was then no longer a registered user so couldn't leave me feedback. Though if the seller wants to continue selling and taking Paypal payments it's in their best interests to just refund you as Paypal will have put limitations on their account.

Dumbledore55

I've had an e-mail from PAYPAL saying the seller has replied but disagrees with me and when I've checked the progress the box is ticked to say that I have reviewed their reply but I haven't even seen it.

I've e-mailed customer service at PAYPAL to ask why I've not seen the response.

Thanks

Dumbledore55

Can I complain about this seller through E-Bay as well as through PAYPAL (already done). I'm really hacked off that they could sell me substandard goods and get away with it. I sell a lot of items and always refund at the slightest complaint - its called good customer service but my seller appears to feel no guilt about her sale at all.

cack

Dumbledore55 wrote:

Can I complain about this seller through E-Bay as well as through PAYPAL (already done).

Look here :

http://pages.ebay.co.uk/help/policies/seller-non-performance.html

Dumbledore55

Still waiting for this to be resolved - I've e-mailed PAYPAL (10 days ago) asking why I haven't been allowed to view the sellers response. Just got an automated response that told me nothing and haven't heard from them since.

danmanchester

Paypal customer service is wonderful isn't it? :rolleyes:

cafenervosa_2

Dumbledore55 wrote:

Still waiting for this to be resolved - I've e-mailed PAYPAL (10 days ago) asking why I haven't been allowed to view the sellers response. Just got an automated response that told me nothing and haven't heard from them since.

As a seller and I have been through this proccess against me, the description of the case that the seller gives in response to the buyers complaint is kept secret from the buyer. Rightly so i think too!

Dumbledore55

I don't think its right that I don't see their response because they could be giving misinformation. They've seen what I've had to say and both sides should get full disclosure in my opinion.

motorguy

Dumbledore55 wrote:

Should I just forget the £4 rather than risk getting a neg?

It depends - is a neg more important than £4 to you? Or put it another way, whats going to annoy you more - losing the £4 or getting negative feedback?

Personally i'd forget about the whole thing and put it down to experience....