What do I do when an item is not as described? Never dealt with this before.

[GoblersKnob]

Won a dress on Friday described as 'Womens Size 14 Maxi Dress from Monsoon' and in the description 'from smoke free home'. Dress came this morning, it has no Monsoon labelling, isn't a size 14 (label just says s/m) and stinks of smoke.

What do I say to the seller, hate confrontation, but not happy at all with item.

What do you want to do, do you want money back or would you prefer a discount? Have you tried item on to see if it fits like a modern 14?
It's fine to contact seller with your complaints, but best if first you know what you want to settle for.

I want my money back really it is not nice fabric and not at all what I was expecting. I haven't tried it on as it reeks, but it looks very small.

Then email saying item not as not described so you'd like to return for money back. If buyer has any sense she will refund you purchase price + original postage. If buyer won't give you satisfaction You can go down the route of formally opening a dispute (citing "Item not as Described"), but I would try to resolve it more informally.

Send it back recorded delivery, btw.

Is this okay? I am seriously shit at this kind of thing.

Hi there, thank you for your swift delivery of the item I won which I received this morning. Unfortunately the item is not as described as it lacks any Monsoon labelling and is a s/m not a size 14. The item also smells strongly of smoke.

I would like to return the item to you for a refund as soon as possible.

Kind regards,

Yes that is fine - return with signature so you can prove delivery. You are entitled to full refund of original payment, and a good seller will also give you return postage costs too.

Right seller has got back and said he does not give refunds and he reason it has no tags is fiance finds them 'itchy'.

I have asked again for a refund as item is not as described, no where in the listing does it mention removed tags.

Am I still on the right track, what do I do next if he still refuses?

I am going through something similar. It has not been pleasant at all. Seller will not give me address to return items so looks like I am going to have to escalate. I think your message sounds fine as you need to make it clear from the outset what is wrong.

Seller still says 'no'.

Is it better to open a dispute with e-bay or PayPal? (Do I even have a choice?)

open a dispute with eBay - where it says what you want tick the box 'other' then write next to it refund

escalate in 10 days, then hopefully eBay will give refund without you needing to return

then leave appropriate feedback and low stars

bloody sellers who refuse refunds - they are wrong.

Open a case with eBay straight away. This way, the seller's account gets suspended pending further investigations.

eBay almost always rules in favour of the buyer.

Definitely send it back using recorded delivery. Even if the seller doesn't refund you, eBay will and they will deduct from seller's paypal account.

Thanks fergoose, is very annoying.

He has come back and said I have no right to complain as it was 'sold as seen', yes, but you described it a dress from a particular shop and it has no bloody labels!

How long shall I give him. His last message ended with 'I could offer you a small refund, but that is my final offer, if you want to open a dispute so be it.'

I responded repeating why I was uphappy and said I was happy to open a disute if that was the way he wished to proceed.

Shall I give him until tomorrow?

Stick to your guns, it's not as described! You have little to lose although Ebay will want you to try and resolve this with the seller before they escalate.

Horrified at the seller`s attitude.Twice,recently,buyers have emailed me to say item is not as described and tbh were not too friendly in the way they put it,both said they also wanted refund of postage.I apologised profusely,and refunded them fully immediately.

no don't wait - open a case straight away. Seller is wrong.

I am going through the same thing. I emailed the seller within 10 minutes of opening the goods. I have had a series of requests over the days for a return address so I can send the goods back for a refund. She says she will decide to refund me if I phone her as she has things to tell me on the phone. I asked for the info in writing. I'm afraid the tone of her emails makes me suspect that the phone call may be an unpleasant one. Will Ebay think I have been unreasonable in not calling her? I don't like confrontation and the tone of her emails has not been friendly.

no they will not think you are unreasonable. Just get the case opened and escalated asap.

Don't get too caught up on the tags, that is minor compared to the other 2 problems, anyway. Seller is an idiot.

Go through Ebay. Dispute the item through them. That way you do not need to speak to the seller. Ebay will also hold payment on the item and when you enter a tracking number for the item you sent back they will refund your money. I also got my postage refunded after complaining that the goods I bought were fake.

Thanks everyone, opened the dispute through e-bay on Thursday morning, have heard nothing back from the seller, cannot return at this point as he will not give me an address to do so, as he does not accept returns.

Waiting to see what will happen.

If you paid through pp you can request sellers name and address.

Open a case with paypal, they have a quicker time in which you can escalate, although it is in effect the same company. You will lose the money it costs to return the item but you need to send it recorded delivery , I would recommend 2nd class recorded, you may be able to squash it down to send as a large letter which would be a lot cheaper, the depth limit is 3cm

if you open an ebay case and tick the box other and write in refund next to it you will not need to return and you will get a no fault refund