on 04-03-2018 11:26 PM
Hello!
Have purchased a car part that I could not find locally. The FASTEST item i could get was in the UK - I am in Australia.
Postage estimated it would arrive within a decent time frame. Everything else was an extra week or two wait.
Item purchased 19 Feb. Estimated arrival 27-28 Feb.
So I threw $106.69 at Express postage (item cost $106.60 so the postage cost more than the part!)
It is now nearly 5th of MARCH and I still havent received the item.
There is no tracking (which is RIDICULOUS) and they have so far ignored 2 emails to them asking to chase it up for me.
IF the item arrives soon - Can I get a refund on the postage? I am happy to pay for the goods - but the postage has not been even close to what was advertised and the ONLY reason i purchased it was the for purpose of EXPRESS postage..
I have not taken any action against the seller yet. I do not like to leave negative reviews if they are not earned.
But I have yet to hear back from them about it. If it does not arrive by the 9th (end of this week) then i will be starting a claim.
I just wanted to see if anyone could tell me if its worth kicking up a fuss about to try get some money back or just leave a negative review and move on..?
Thanks, Matt.
Solved! Go to Solution.
05-03-2018 06:53 PM - edited 05-03-2018 06:56 PM
Just some info that may be helpful (or maybe not).
Neither eBay nor PayPal have dispute resolution processes for partial refunds (for postage costs) when a delivery takes longer than the ETA. Both are all or nothing disputes, unless the seller voluntarily refunds partial amounts. I don't know if you'll be able to pursue a refund through other avenues, eg directly with the postal service, but usually only the sender can do that.
You've actually touched on quite a few things that are inherently wrong with eBay's ETA dates, and / or the way they are communicated to buyers, especially when international delivery is concerned.
It is almost impossible to estimate delivery timeframes for international postage - yes, there can be averages, or common timeframes, but the frequency of items being delivered outside of those are (generally) so high that the ETA shown on eBay should largely be considered an arbitrary guess that's just barely informed.
The reasons for this are - eBay get their ETAs from the shipping service the seller specifies, they in turn tend to quote how long it takes to reach the destination country, not how long it takes to be delivered to the buyer. The reason the postal services do that is because customs processing and clearance times vary and are not predictable, as is the time it takes for the foreign delivery service to get it to the buyer after it clears customs. For example, Aus Post quote as little as 6 days for international delivery (to the US), via standard postage. The fact that it's only the time they guess it will take to simply land in the US is in the fine print, and eBay ignores said fine print. The number of packages I send to the US that arrive in 6 days is seriously negligible, if I'm lucky they get there in about 10 days, but the average is 2 - 3 weeks, of course if they take longer to clear customs, they can take up to 6 weeks and the thing people should really know is that express postage services doesn't mean express customs clearance - they get processed the same as all other mail, unless coming via courier. I've had economy air mail take 5 days, and express take 4 weeks.
I understand you feel mislead by eBay's ETA, but even in the listing they advise that the dates aren't certainties, and that other factors can effect actual delivery time.
However, this is shown if you click on more info, not by default. the reason they do that is because they don't care if it doesn't arrive when they say it will. Their primary goal is not to give buyers realistic expextations by saying things like "might get there in 7 days, or 21, depending on X number of things", it's to get people to confidently spend money. If they don't get it right, hey it's not their fault, and obviously the first assumption a buyer makes (especially if the delivery time is outside the norm), is that it must be because of something the seller did (or did not do), and so the buyer disputes with the seller and eBay gets to jump in and go "never fear, we'll save you from the bad seller who didn't meet the expectations we created".
With regards to where in Australia a package lands - it rarely goes straight to the airport nearest the buyer, unless the carrier has a distribution centre where it makes logistical sense (and of course unless they live where the carrier's distribution centre is). It might make sense to everyone else to do it that way on first thought, but distribution across Australia is expensive and many companies work the way they do keep the costs down (i.e. a major distribution centre in all states is unrealistic for mant carriers that handle international mail). I order from overseas on a very regular basis, and live in a major metro Adelaide suburb very near the airport - if Aus Post are handling the package, it goes to NSW, and can then take days to reach me, sometimes over a week. If TNT or Toll are handling it, it goes to NSW and then gets trucked over. If DHL are handling it, it comes straight to Adelaide.
on 05-03-2018 07:02 PM
@digital*ghostwrote:"never fear, we'll save you from the bad seller who didn't meet the expectations we created".
eBay’s MBG in a nutshell ”never fear, we'll save you from the bad seller who didn't meet the expectations we created”
05-03-2018 08:03 PM - edited 05-03-2018 08:07 PM
@digital*ghost
Thank you very much for taking the time to type all that out.
Extremely helpful and makes sense.
I will keep all this in mind with future purchases.
Hopefully it will arrive this week.
However if I do not hear back from the seller then it will reflect on my feedback.
The shipping may not be their fault - but not following up with me is.
Thanks to the others that commented also.
on 05-03-2018 09:26 PM
@iineedfirewrote:
The shipping may not be their fault - but not following up with me is.
Absolutely, there really is no excuse to willfully ignore reasonable inquiries - most decent sellers can somewhat mitigate the growing angst when a delivery is beyond the ETA by responding quickly, providing information and reassurance that options are available if the package doesn't arrive. Sellers that don't reply certainly don't do themselves any favours, even if the package is on the way and ultimately delivered.
on 05-03-2018 11:53 PM
Personally, I buy radiator hoses locally. If it's something that is unusual, I order from "Rare Spares". However, that is not the point. I was just saying.
Is it possible that if your UK seller didn't have the hoses in stock that they have either ordered from their Chinese supplier, or tried to drop ship straight from China? If China is involved, then at the moment you are screwed because the Chinese new year things are still going on. The country comes to a stop, including the postal system, during the Chinese new year celebrations, which I think go on for several weeks.
If that's the case, it's possible your seller didn't know that, so tried to dropship and its backfired.
If you are buying stuff for an unusual vehicle, try Rare Spares (Google it). If you're just trying to save a few bucks on a regular vehicle, it's not worth it. Go to Repco or the dealership of that vehicle (if it's Land Rover, burn it! It costs us a fortune for different parts!)
06-03-2018 01:04 AM - edited 06-03-2018 01:06 AM
@iineedfirewrote:
@maranock
Yes I am annoyed.
But currently it is the comments pointing the finger at me that is annoying.
I was mislead by the estimated date.
I have waited a week more than expected.
And have no just gone straight into attack mode on the seller.
I came here for advice.
I think that was the reasonable choice first.
Not sure why I’m the one to blame expecting my parcel to arrive ‘on time’.
@eol
Yes I have messaged them again.
Still waiting for a reply on the original message requesting tracking.
@enigmabear
I am just a humble consumer.
I saw a delivery date and purchased the item expecting it to show up within a reasonable time frame of that date.
Who and why that date was there - is not my fault.
I’m not shafting the seller. I haven’t ‘named and shamed’.
I just purchased an item that hasn’t arrived when it said it would.
If I knew it was going to take longer - I wouldn’t have paid extra for express shipping.
You have hit the nail on the head. This is exactly how the majority of consumers would act and think. If a person sees an ad with an estimated delivery date range, why shouldn't they take that as being a guide and close to the mark? If they are paying extra for express shipping that would be doubly so.
If the information is faulty, that is a problem with the site, not the consumer's fault.
My own experience with items posted from Britain though has been that even the same items, posted at the same time from the same PO for the same price, might not arrive together or even close together. In my case, one took about 5 days, the second well over 2 months. I am pretty sure you will get your item but not so sure when.
I would probably cut the seller a little bit of slack and perhaps wait till the end of the week, but after that if you haven't received it or had a clearer response from the seller as to where the item is with tracking, then open a case.
on 06-03-2018 09:16 PM
on 06-03-2018 09:58 PM
@letscleanupmycupboardswrote:
International mail all comes via Sydney as far as I know.
When I lived in a town near Mount Isa despite it being a 2 hour flight from Brisbane mail could take 6 weeks to arrive from Brisbane so your expectations are flawed.
International mail all comes via Sydney
This got me curious, so I did a google search and found in a govt report that Aust Post has international mail screening at Brisbane, Melbourne, Perth and Sydney
source: https://www.anao.gov.au/work/performance-audit/screening-international-mail
on 07-03-2018 10:04 AM
Not all international mail comes through Australia Post facilities either.
A lot of USPS mail comes with private courier companies who use their own facilities in various states.
FedEx will land GSP items usually in Sydney or Melbourne but they are all sent to the GSP hub in Matraville in Sydney for final distribution.
on 07-03-2018 11:02 AM