How do I make a complaint about eBay customer service after having the worst experience ever?

[kartik15]

HI I wanted to know how to make a cmplaint about Ebay customer service and the fact them not sticking with their own policies properly.

I bought a guitar from US ebay but I live in australia. Guitar arrived damanged and it wasn't even the exact same guitar that was photographed and different wood on it etc. I opened the case for returning this as the seller refused to accept returns. 

Money back gurantee clearly states three steps:

1) Open a return case.

2) withing 3 days the seller should accept return and supply the return label or pay for the shipping 

3) If seller doesnt then you will get your money back without another 48 hours. 

I opened this case on the 7/12, seller accepted the return but refused to pay for the shipping. I waited till the 13th and contacted ebay but they would transfer me to US department and the call got disconnected while being tranferred 4 times so I gave up calling and emailed customer service. after three emails I was told clearly that they have given another 5 days to the seller to provide the return shipping from the date of the accepting the return which was on 12/12. I didnt understand why they gave seller extra five days as he already had 5 days earlier to provide the return shipping label but I agreed without any dramas. I was also told that after these extra five days I can ask ebay to step in from my purchase history. I tried to do that this mornig but I don't even get any option to ask ebay to step in at all from my ebay account. So i had to send another email to customer service and I was told to call ebay on the phone. 

I was on the ebay from 10:34 AM to 1:45 PM or something and had to call ebay 5 times as they would keep disconnecting my calls. All the operators I spoke to before would tell me that they have to give seller another 5 days which I wasn't buying this time and wanted to speak to a supervisor. It took me 3 hours contantly on the phone this morning to be able to just speak to a supervisor about this issue. I have never wasted so much time on the phone with this poor customer service. I finally got to speak to a supervisor called "Ivory" and she was telling me the same thing that they will contact seller and I will have to wait another 5 days which I refused. She finally told me that she can see the email was sent to seller on the 13/12 so 5 days are actually over tomorrow so I will have to wait for another day and if I didnt receive return shipping then I will get my money back on Monday so I had to finally had to agree to her as I didn't have any energy left to speak after arguing with them over 3 hours on the phone and wasting my whole sunday mornign with this.

Money back gurantee clearly tells us that matter should be resolved within 5 days in total from the day you open a request for return. 3 days for seller to accept and provide the return shipping and another 48 hours for them to decide on the case when seller fails to do so in timely manner. 

I opened this case on the 7th and today is the 18th and I still had to go through all this drama. totally unbelievalble and the worse part is that I can't even find anyway to make a complaint and according to people on the phone, there is no complaint department or anything like this either which is strange as well.

If I don't get an proper way of making a complaint, I can only think of writing a letter to their head quarters in the states of contact financial ombudsman or something I guess?

any help with escalating this would be greatly appreciated. 

cheers

[elgr-30]

I wanted to buy this Custom Harley Davidson 2011 Sportster Iron 883 Item no: 233525138000. I had arranged for payment, so I went to the Commonwealth Bank and the manager told me not to pay the money until the motorcycle was delivered. The seller wanted me to pay in full the amount even before it was picked up. I also requested more photos through the eBay sight but to no avail no photos. They only posted 1 photo online to eBay which l thought was funny. Now because l reneged on the payment they haven't stopped harassing me by phone email and SMS, full on, and lm literally over it