Item not received case

[id43564]

Seller never sent item.  International item UK to AU.

They lied and marked it as sent untracked (to hide the lie). Item listing did not state as being sent untracked. He has form for not posting out items.

Waited the 3 weeks until due date had passed.

Put in claim last week for item not received and requested refund on the claim

as not prepared to wait any longer.

Seller rushed to post office within an hour or two of receiving the claim and posted the item tracked.

He had been asked for a refund both on the claim and by messages from me, which he ignored.

Item now in Australia which took a few days.

Ebay system has now refused to refund even though the extra few days he had after the due date, has passed. Ebay has now put the case on hold and has extended the due date because tracking shows the item is on it's way, which it should not have been because the claim was for a refund because he never sent it in the first place and I don't see why he should get the business having never sent it and lied about having sent it.

Now been told that I have to wait for the item to arrive up to the 14th March (new due date). How is it possible that the seller can just lie,, not send the item, ignore the claim for a refund, sent the item 3 weeks late after lying that he sent it and then Ebay ignores it's item not received guarantee and just extends the due date to accommodate the liar. And worse, I have to send it back by refusal to accept delivery which takes up to 3 months to be returned as it's a low priority for  Oz Post. Plus I will have to wait up to a total of 4 months from original purchase date to receive a partial refund less GST and outbound postage for an item he was told not to send.

How is any of this fair or right?

I can't get to speak to a supervisor in item not received escalations despite spending 9 hours and about 30 phone calls trying to get past their guard dogs in their call centre.

Thanks for my 15 year loyalty they tell me every time I call up, but the one time I need them to help me they just shout me down to shut me up.

I do not know what to do now that won't end in my being out of pocket by sending it back and that lying snake getting away with gaming the system.

[twyngwyn]

You could try eBay on Facebook

[id43564]

Now chat are saying that he could never have provided a return label and we need to give him more time to arrange for the return postage. It didn't take the seller 6 whole days from promising the label, to work out that he couldn't provide it. Yet Ebay are perfectly content to let him wait until 30 minutes before the deadline to do anything. Just stalling tactics and Ebay have to know that.....

[sandypebbles]

That's why we here said the seller could not provide a label (and eBay would know it, IF they looked) when you first told us that is what chat said

And not surprising when they type from pre-written scripts

They would not have 'looked' at the seller to see they are overseas 

You are right, of course the seller knew he could not provide a label from the get go

[id43564]

I have been an Ebay account holder one way or another and almost entirely as a buyer since the 1990's, from right back when they started.

Maybe I have just been lucky up until now, but I can honestly say that I have NEVER come across such a totally atrocious seller such as this guy and in pretty much every way possible.

Whilst these days I am careful to look at negative feedbacks before ordering, I have to say that getting issues sorted out even with sellers in China has been a total delight compared to this guy.

Ebay keep telling me that his account is going to be looked at carefully and action taken but that doesn't help me and I suspect that is just the script talking. When a seller has sold tens of thousands of items, Ebay know where the money is and that can only mean keeping the sellers happy regardless of obvious bad behaviour. Has any seller ever been removed I wonder and if so, don't they just pop up again under a different username with a different email address.

After 30 years, I am never going through this again and I will try in future not to use Ebay if I possible.

Losing buyers is clearly of no concern to Ebay.

[gutterpunkz05]

Ebay CS  operates on contract, CS reps are not employed by ebay and as such you can take anything they say off script with a grain of salt.  Oh the old supervisor, usually the person taking calls next to them, who may have even less experience, or as you have found

the never never 48hrs.

Have fun trying to lodge a complaint against the  CS contractor.

[id43564]

Does anyone know, sho pays for the refund under the Ebay guarantee, Ebay or do they get it back from seller?

'Cos it seems that Ebay are doing everything they can to arrange things so that the seller has to provide the refund rather than it being done under the guarantee.

[twyngwyn]

Sometimes the seller, sometimes eBay….and you will probably never know

[gutterpunkz05]

Ebay can elect to make a goodwill payment to you, in which case it is solely funded by ebay.  Or they can hold the seller accountable, given the nature of your INAD claim, I think the seller would have a very high chance of winning an appeal.

[id43564]

Ebay chose the INAD case type and created the case whilst I was on chat. They stated that it was the listing not as described not the actual item not as described, due to the delivery date on the listing not being kept to, which it couldn't have been as he never initially sent it.

[id43564]

Chat did say that if he didn't provide the return postage that they will "force a refund". What that means is anyone's guess.

As you have said, off script it can be taken with a grain of salt.