Faded Item Described as Mint. What would you do?

[DrowningEveryDay]

I bought an item that was described as mint/store display. Since I really wanted it, I purchased it eventhough I knew I'd incur customs duty (the total was around $400 AUD with the GST, and the various fees - customs entrance, duty, broker fee, etc).

When the item arrived, I immediately noticed the fading in the collar and at the back.

What would you do if you were me? The jacket totalled around $950 US with the shipping (not including the customs fee). If I were to return, I will not get the customs duty back.

I messaged the seller but no reply yet.

Is it an eBay business?

I don't think so, although she has a lot of items (mid-priced stuff and some designer items). Maybe she buys from Nordstrom, TJ Maxx etc and resells. Not sure though, just a hunch.

If you bought from the UK eBay site, no returns means nothing - eBay will tell her to accept a return or, sometimes, over-ride the seller and refund you without asking you to return.

If you bought from the US eBay, very often they have different rules - I strongly suggest going on the eBay forums of whichever site you used and going to Seller Central to post for advice there. You can find these by clicking on the Community link. There are some incredibly knowledgeable people on there who will help you.

I'm on my phone, and can't see the issue from your photos, and until your buyer trotted out the relative with cancer, I would have said that she might be thinking you had buyer's remorse. Unfortunately, it is a thing that some buyers ask for a partial after buying, and standard advice on UK eBay is t apologise for their disappointment and tell them to return for a full refund. I am absolutely not saying this applies in your case, but it's so common that many private sellers on the UK site have given up selling rather than continue to cough up postage for change of mind refunds.

However, as your seller has proved that eBay should carry a health warning for sellers' relatives, I think she absolutely doesn't want to have to refund your money. I would stick to your guns, insist on a full refund on return - and check out the process by which you can get your refund processed by customs too.

And seriously - eBay forums for co.uk and com: brilliant!

I'm on my phone, and can't see the issue from your photos,

The faded marks are clear/obvious. Maybe it's your phone's resolution - if you have time, please try to look at them using a laptop.

and check out the process by which you can get your refund processed by customs too.

Thanks, looking into this. Although the most I can get is $120 because that's the GST. The other fees are non-refundable.

Oh, and I bought from eBay Australia. So no returns means nothing too.

Sorry - I didn't mean at all that there weren't marks, OP : I just meant that I couldn't see them as I have a shitty phone, and that possibly the seller might be the same (I wouldn't ever accuse a buyer of lying, substitution or anything else. Or claim family illness as an excuse for being a shit seller...)

If the Australian site is the same rules as the UK, which it sounds like from the returns, I think you will also get the GST refunded, if that's the bit that is added on to certain sales when a seller posts via the Global Shipping Programme: that's what happens on the UK site.

Hefzi

No worries, I got what you meant. :)

I didn't pay the customs fee through the Global Shipping Program though. I really should have. I just thought what eBay quoted was very high so I thought of doing it here when the item arrives. Turned out the eBay quote was correct.

Oh, sorry - I've got confused between GSP and GST: ignore that.

What an arse to be out 280 dollars through no fault of your own - some of the customs fees are non refundable in the UK, but it's never more than £15 total: basically just the processing fee.

She really sounds like she doesn't want to refund, so might be amenable to a partial to enable you to have it put right professionally - it's such a fucker when you've made a substantial purchase and it's not what they've advertised, even without needing you to get it fixed

Cross post I said this phone is shitty! (No autocomplete never mind autocorrect...)

Hope you get it sorted without too much more hassle - looks like an awesome jacket.

She really sounds like she doesn't want to refund, so might be amenable to a partial to enable you to have it put right professionally - it's such a fucker when you've made a substantial purchase and it's not what they've advertised, even without needing you to get it fixed

Yeah, she doesn't want to refund, and even wants me to pay for the return shipping fee. And I think making me feel guilty for her undercharging me for the original shipping fee. :/

Such a bummer because I really was looking forward to it, as I really wanted the jacket.

looks like an awesome jacket.

Yeah I really wanted it. But a real mint one, not a faded mint one. :P

@DrowningEveryDay

Any progress? Hope eBay can put some pressure on the seller to sort this out for you.

@ScreenQueen

Nope. Seller has not replied to my last update wherein I uploaded additional pictures and informed her that eBay confirmed that the return should be organised by the seller and that if she needs help she should contact eBay.

I'm just waiting for May 17, because by then I can escalate this and eBay can intervene if we still have not agreed to a resolution.

Ugh. Well I hope it doesn't come to that but if it's any consolation, eBay Oz have been enormously professional and helpful towards me in the past (account hack so unrelated, but they were great).

Thank you @ScreenQueen. Yeah, eBay Oz have also been easy to work with, in my experience as a buyer. :)

17th May? I'd be sitting there with my finger over the button!

I can understand she's stressed about it - but she could have taken the time to list the faults in the first place: you are never going to manage buyer expectations by describing something that's got flaws as mint. Presumably, though, the reason she has stopped responding is because the ill relative has now died... Well, eBay won't cut her any slack on that, at least!

It's crap having to pay for return postage and refund someone their outward postage as well: but only when it's not actually your fault. I have to admit, though, that I stopped buying used clothes and "BNWOT" ones years ago- my definition of "excellent condition" doesn't include bobbles, holes or stains, especially when these aren't in the description or photos...

Your seller thinks she's going to get away with this by not engaging. Your seller is wrong. It's very annoying, though, that it's taking your time and money, and that it's destroyed the pleasure you should have had from your lovely new jacket

Update:

Seller accepted the return but messaged me that she will pay for the “difference” in the return postage.

Uhm, isn’t she supposed to pay for the whole return postage?

I will need to talk to eBay about this to make sure I will not be paying for any part of the return postage.

She still stands by her claim that she sent me a mint, perfect jacket.

That’s true, Hefzi. I was really looking forward to the new jacket as I really wanted it.

I too thought you meant you bought a faded green item described as mint i guess its up to you. I personally loved faded leather it gives it character but you did pay for mint.

Yeah. If it’s the same as U.K. ebay she needs to provide a pre paid label for you to send the jacket back. If she doesn’t then ask ebay to step in and help on the 17th.
At this point ebay May send you an automatically generated label but chances are it won’t be suitable for this return. If this happens then phone them to explain and see how they advise you to proceed.

PS she also needs to formally accept the return request in the resolution Centre rather than just telling you to send it back.

Sorry if you e mentioned this, but where are you op?
I wouldn’t do anything without speaking to someone at eBay it you’re going to end up losing money. Ask them about the fees.

Helloflamingogo

Australia. Seller is in the US.

19lottie82

She already accepted the return request but can't provide a label. In her message, she said:

"Hi, kindly send the jacket back via express mail and provide me with the correct tracking the way I sent it to you, it will cost about $87 but it absolutely needs to be tracked, express is the only way to don this ..Please message me tracking and when jacket is received, I will reimburse the difference, we can agree to disagree, I have no idea what went on here, I did send a mint perfect new jacket, so that is what I look forward to receiving back, again sorry u are not happy, please keep me updated..ty"

I am unclear about what she meant by reimbursing the difference.

Ah sorrry, I thought you were the one in australia.

I honestly wouldn’t do anything till you speak to eBay, they’ll look at the messages and advise how to proceed. I wouldn’t trust someone to reimburse the difference given she’s alteady spun a few tales.

Helloflamingogo

Yup, I am in Australia. I bought from a seller who is in the US.

Thanks! I am currently on hold with eBay right now, they're checking how to proceed. Also I don't understand the "reimburse the difference" phrase as it should be the complete postage that should be paid by the seller.