Problems returning a huge damaged item

[GnarlyOldGoatDude]

Some advice please!

Ordered a very large bulky item (over 20kg) which arrived half uncovered in a torn plastic bag, both the delivery driver and I took photos. There’s a hole in both the item and its bag. On unpacking, it’s also a completely different model to the one advertised.

Messaged the seller straight away, he’s apologised for the damage and admitted he didn’t check the item before he sent it. So I’ve opened a not as described case. He offered a partial refund, but as there’s a hole and it’s the wrong model, I’ve refused.

He’s now accepted the return, but asked me to organise sending back. I told him that was the seller’s responsibility in such a case. He then sent a label via eBay that’s for Royal Mail 0-2kg!

Contacted him straight away and pointed this out. He was going to look into it. That was Friday night and I’ve heard nothing more. Emailed him yesterday afternoon asking if any news, and nothing.

I’m not quite sure how to proceed! If he doesn’t want the hassle of organising a courier and refunds the whole thing that’s fine, we could donate it and it would find a good home. But I don’t want to look grabby by suggesting that, and he may be able to sell it damaged anyway.

Thanks for surviving the essay

also- it’s so large that I really don’t know how I’m going to pack it up! It arrived in a plastic bag that clearly didn’t do the job. Don’t want to have to go scouring the land for a huge box, and I can’t even lift this thing on my own....

Call eBay. They're lovely. They'll step in and either give him more time to rectify the situation or (eventually) decide you can keep the item, get your refund and the case is closed. I wouldn't stress about this. eBay is expensive but I trust it implicitly.

Ps. Happened to me with a bookshelf so I feel your pain!

Thank you!

He’s actually just messaged (maybe he’s a MNetter) to ask if I can get to a courier shop. The nearest one is over 3 miles away and I can’t even lift this thing on my own! And also no idea how to package. Courier should pick up from me surely?

Hi - It’s the sellers job to provide a TRACKABLE method of return. I understand this is difficult in this scenario, but to be honest, that’s not your problem.

Don’t deliver it anywhere or let anyone take it without being provided with a reference that can be used to prove attempted delivery, online. Otherwise you run the risk of not being refunded (and eBay won’t help).

Stick to your guns and as already advised, call ebay for advice. (Word of warning, the overseas CS agents can be a bit useless, if you’re not connected on your first attempt, keep trying until you reach someone in Dublin).

PS you could also go to the parcel monkey website and enter the dimensions for a courier quote. Forward this to the seller, who can then purchase the service and send you the pre paid label.

Thanks @19lottie82, I messaged him back earlier to say DPD (if that’s who he uses again) will have to collect. I can’t lug this thing to a collection point. I’ve not heard back since earlier this afternoon. I’ll make sure I have a trackable method/ number, thank you.

I’ve also pointed out I don’t have a box that big, and that his plastic bag didn’t do the job.

What happens if he offers to come collect? I’ll have no proof then

If he offers to collect then make sure he refunds you before the item is taken away. Otherwise he has to supply a trackable returns label.

Would cling film work to wrap the item?

Thanks for advice Lottie.

Hmmm I don’t know! That’s a good idea. I guess that’s tougher than a plastic bag, it’s what they use on planes isn’t it?

Not your responsibility re: getting it back to him. He's made the mistake and it's on him to rectify. Agree with getting through to call centre staff in Ireland- they're amazing. And so, so understanding. They'll even call you back in a few days to check how you're getting on. Don't stress OP. Keep going through the eBay messages and escalate the case if you think seller is being an awkward git.

Thank you all for advice so far, much appreciated.

We've now agreed a satisfactory partial refund, but he can’t refund me via PayPal as there’s a case open? Not encountered that before

I did live chat with eBay and they can’t step in to refund and close it for me until 8 days. They advised him to contact them to instruct him how to issue a partial refund. I passed this on to him at lunchtime and I’ve heard nothing since. I know he’s busy and must have other things going on, I’d just really like this sorted and my money back!

He can put an end to the case by agreeing to refund you partially on there? I'm confused. What is the item (curious)?

What? Don't agree to a partial refund, it was the wrong item and it's busted!

I ordered 2 chairs - bot damaged and the wrong colour. The seller offered a 50% partial refund but what use are two damaged chairs in the wrong colour? According to the seller I could buy the right coloured full covers at extra cost to conceal the damage.

I refused and it was the sellers duty to sort out the return. I had to contact ebay, take photos etc. I got a full refund but also had to pay the council to take the chairs to the tip because surprisingly enough - no one wants damaged chairs.

I ordered a flat pack table. It arrived partially opened in a torn box, wrapped loosely in plastic that had torn in several places. The table had been partially assembled by someone else so didn't fit in the packaging. The holes had been drilled incorrectly so the table couldn't be fully assembled. It took countless messages before I had to open a case and get my money back. The seller was supposed to arrange collection but didn't. I don't believe the seller could be unaware the table was not brand new. I had to pay the council to remove the pieces.

I've never had problems getting my money back from ebay but I've been left with the problem of disposing of large, damaged goods at my own expense.

It’s an air tent. It’s huge!

He says that because he’s accepted the return, it’s not giving him the option to partial refund on PayPal. He’s sent me screenshots and it does appear to be the case.

Update: huge thanks to those who suggested calling eBay

Guy on phone was v helpful and able to intervene (whereas live chat said they couldn’t step in yet) and sorted the partial refund within 5 minutes.