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Original poster

Sellers response to 'item not as described'

16 replies

TomYumSoup · 26/11/2013 16:09

Bought a jumper from Ebay and when it came it had a large hole in it. I went to inform seller and automatically opened a case. I then sent photo of hole to seller. Now five days later seller has said they can't see the photo but as the item was low priced £2 odd and as it will cost me to send it back can she just refund me what I paid and not the postage. I know we are not talking a lot of money here but on the two occasions in the past where sellers have sent the wrong size of something (both private sellers) they have refunded also the return postage. Now, when I look at the photo that she used to sell the jumper I can see the hole, now that I know what it is whereas it just looked like a shadow before. I feel she will see the same let alone the photo that is on the case (that she says she can't see?) I'm not really happy with this and am tempted to want to return the item even though it will cost me. It will cost me either way and more if I have to get tracking as this was not used to send it to me. I just wish she had checked the item first as I could see the hole straight away - it was on the front. Any suggestions gratefully received. Sorry this is a bit long TIA

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SandyDilbert · 26/11/2013 16:41

ok - so escalate the case 8 days after opening it, write a note that the cost of return is prohibitive and hopefully ebay will give a no fault refund. Please make sure you do leave a neg and low stars - sorry but your seller is crap, they cannot decide just to keep the p&p - it is not up to them.

AnythingNotEverything · 26/11/2013 16:49

Is she suggesting she doesn't pay you for the return postage because she doesn't want you to bother sending the item back?

Original poster
TomYumSoup · 26/11/2013 17:03

She wants to refund me 'what I paid for the item but not the postage.' So postage I paid for her to send it to me or postage for me to return it IFYSIM. I think she probably doesn't want it back as she can see the great big hole in it Grin

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SandyDilbert · 26/11/2013 17:09

well she is wrong - you are entitled to a full refund. Please do neg - there is no excuse. She cannot just keep the p&p and make it look like she is doing you a favour!

CloserLook · 26/11/2013 17:17

If the case is escalated to ebay you'll most likely have to return the item tracked anyway before you get your refund. A decent seller would pay the return postage for you and refund the full amount you paid including postage but they sound like they are trying to wriggle out of it.

You could contact them again saying that the item is of no use to you and that you want them to refund the full amount including postage. Plus that if they want it returned thay can pay for the return postage. Really spell it out to them what you want.

If not then take SandyDilbert's advice - wait 8 days to escalate the case to ebay and take your chances.

ChazDingle · 26/11/2013 22:02

can see the point in her not wanting to pay return postage and refunding you amount you paid (including the postage paid when you bought) but she should refund you postage you've paid already so you're not out of pocket

Original poster
TomYumSoup · 27/11/2013 12:39

Chaz I will be out of pocket either way. Turns out, she thinks I am being unreasonable and wants the item returned so it will cost me. Am a seller myself and wouldn't dream of acting in this way.

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nickstmoritz · 27/11/2013 12:45

Terrible. Leave appropriate feedback and low stars. You should not be out of pocket.

CloserLook · 27/11/2013 13:15

What an awful seller. Since it was damaged and of no use to you they should refund you the full amount and pay the postage if they want it back but I don't think ebay will enforce that even if you open a case. In that case you would be better off money wise by accepting their deal obviously (as you would have to return it recorded at least) but that's not the point.

Whatever you decide to do I hope you leave them negative feedback and low stars.

PotatoPolly · 27/11/2013 13:18

That sounds more like to me that she will refund the money and don't bother sending the jumper back?

Original poster
TomYumSoup · 27/11/2013 14:09

She will refund the money when she gets the jumper back as 'I do not appear open to suggestion' and she 'can't believe it's unwearable'.

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CloserLook · 27/11/2013 14:19

Have you taken a photo of it with a piece of coloured paper or card behind the hole so it shows up more?

Maybe they genuinely didn't notice? Unlikely I know but it does happen if they sell a lot.

Original poster
TomYumSoup · 27/11/2013 14:24

Yes, the photo has white behind it so shows up well but she says she can't see photo. It is on case file so don't know why she can't see it unless that is only for ebay support if needed. Do you know if it should be anywhere else?

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CloserLook · 27/11/2013 14:30

You can send it attatched to a message if you go to the contact seller option just to make sure. You can add up to 5 photos at once so you could zoom in on the hole. But I think it sounds like they can see it perfectly and are just trying to get out of it because they know it's in no state to sell on again.

Original poster
TomYumSoup · 04/12/2013 16:07

Just wanted to update. I put another photo on the case and informed her but got no reply. I then escalated after 8 days and got refund from Ebay. Said case was closed in my favour but further down it said I had been given a courtesy refund by Ebay so I guess no one loses but I did leave neg. Thanks for all help Smile

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Original poster
TomYumSoup · 04/12/2013 16:14

Sorry, on further inspection of my Paypal account it says that refund has come from seller. Smile

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