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I've received something faulty and the seller says it's not

(11 Posts)
OiWithThePoodlesAlready Tue 24-May-16 11:45:17

I bought a scooter, listed as very good condition. Obviously I was expecting it to be used but parts of it just don't work. The handlebars don't stay up properly and the brake is in totally the wrong position (it's a push down on the back wheel one and is sitting so high up its really hard to make it reach the wheel). Neither of these things were in the listing or obvious from the photos.

I opened a case asking to return and the seller has replied saying that there is nothing wrong with it and that's how its meant to be (I know it's not, I've compared it to one in a shop and it's totally different), they checked before they listed it. I've sent pictures of the problem and reiterated that I want to return it. They haven't replied.

What do I do now? Just wait for the 7 days to be up so I can ask eBay to step in?

I was trying to save money buying second hand but it was still quite a lot and I really can't afford to have a scooter that can't even be used.

19lottie82 Tue 24-May-16 12:04:53

Did you pay cash or by PayPal?

If cash, then you can't force the seller to accept a return.

If PayPal then yes, get eBay to step in and they will ask you to return t for a refund, BUT you will need to return it via a tracked method which may be hard for something so bulky.

Are you talking about a kids scooter or an adults motorcycle type scooter here?

Have you Had an estimate for repair? If not get one in writing and submit it via the resolution centre (case). A partial refund to cover the cost may be a compromise here?

19lottie82 Tue 24-May-16 12:06:59

PS as stated if you paid cash, eBay won't get involved past a communication level, so you may have to threaten the buyer with the small claims court by sending a letter before action, unless they refund or cough up for a repair

OiWithThePoodlesAlready Tue 24-May-16 12:17:46

Oh sorry, kids scooter! Can be packed quite small. Was sent via a courier so I payed via PayPal.

19lottie82 Tue 24-May-16 12:48:07

Ah ok easy peasy then. Just proceed with eBay case. You may need to contact eBay to get an appropriate returns label tho as the standard one only covers up to 2kg by Royal Mail.

I think they will ask seller to provide one by X date and if they don't you will get a refund without returning.

Make sure you CALL eBay to discuss if you get asked to return it for a refund,

OiWithThePoodlesAlready Tue 24-May-16 13:00:07

Thanks lottie. So even if the seller maintaines that there isn't a problem I should still be able to return it?

I buy stuff from eBay all the time but guess I've been very lucky because I've never needed to return something before.

nauticant Tue 24-May-16 13:41:15

What the seller says is irrelevant. From what you say winning a Not As Described case should be straightforward with the only difficulty coming from discussing with the seller and/or with ebay how returning the scooter will be paid for.

OiWithThePoodlesAlready Tue 24-May-16 16:47:05

I just had a reply from the seller again saying there is nothing wrong with it hmm I've replied but I can see I'm not going to get anywhere with them so I guess I'm just waiting until eBay can resolve this.

So frustrating!

19lottie82 Tue 24-May-16 16:58:02

Stop communicating with the seller, just escalate the eBay case once the time limit for mediation is up, and eBay will tell you to return it for a refund.

Again, make sure you're provided with a label suitable for the packages weight and dimensions. You may need to phone eBay to organise this.
They may then tell the seller to provide one, and if they refuse to do so you will prob get a refund and get to keep the item.

If you have any problems just post back and if I can I'll advise.

19lottie82 Tue 24-May-16 16:58:54

PS only leave feedback once the case is closed and you have your refund. Keep it factual and try not to get emotional or use insults.

OiWithThePoodlesAlready Tue 24-May-16 17:08:21

Thanks very much. No more messages to the seller! She obviously thinks I'm wrong and I think she's wrong!

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