Help please, Buyer saying they received toilet paper not pram

[Angelika321]

As above really. I sent a pram via courier sold for £300, but the buyer is telling me they received toilet paper.

Ebay are insisting I accept the return, (and then file an appeal) but I don't see why I should.

Do I have any recourse?

Has the buy sent you a pic of the packing label/address/tracking number and does it match with what you sent?

Hello everyone, the latest is that Hermes have got back to me and have requested I put in a claim. The buyer has to sign and return a denial of receipt form to me within 7 days. Once that's done I have to send the ebay listing and paypal receipt documents as well as the denial of receipt form to them.

This will take a further 14 days to process before they can issue a refund.

Meanwhile I need to accept the return from the buyer and once it arrives I have 2 days in which to issue a refund. After that it will be escalated.

Fingers crossed neither the buyer or myself are out of pocket.

Well done on paying for the insurance OP. It's good to see enough evidence is turning up to support a claim against Hermes. Good luck.

Who keeps the loo roll???

OP you've done incredibly well in difficult circumstances.. I was one of the many that believed that to buyer was 'AT IT' .. and yes I'm very ashamed

Hopefully neither of you will be out of pocket...

@Whynosnowyet

I get to keep the loo roll! It has to be returned back to me according to Ebay.

Woop!! We use 2 rolls +a day here!!
Obviously hope you get the cash too!!

you can never have too much Loo Roll

SomeWhere there is the post about the poor person who is running out of loo roll and frantically phone round trying to trace it.

SomeWhere there is the post about the poor person who is running out of loo roll and frantically phone round trying to trace it

Or someone who thinks they've hit lucky - a £300 pram for the price of some loo roll

Keep checking ebay in case your pram is listed again

But they have a Bugaboo Bee 5 pram for the cost of some toilet paper!

I've spoken to the buyer and she is going to struggle with printing off and uploading the DOR form as well as printing off the return label. She's an older lady as mentioned previously.

So I've offered to go round to hers tomorrow, it's about an hour's journey. I'll get her to sign the form so I can upload it immediately and get the claim form completed.

I'll then ring Hermes and check they have it. I have a direct number courtesy of my CEO complaint. Once that is done I'll issue the refund.

The refund for me should be issued by the 7th.

That should be the end of the toilet paper pram saga.

Take someone with you, just to be on the safe side

I agree, I don't go alone, someone who can buy on eBay and take photos of the parcel doesn't sound like someone who can't mange a return label.

Question, if she’s an older lady, who was the pram being purchased for? It’s very convenient she can’t manage anything you ask. Hermes should be retrieving the parcel from her.

Be careful OP!

Tell them you are contacting the police due to the theft of your item . Then contact the police giving all the details of what has happened including the tracking numbers etc. Explain to the alleged receivers of the toilet paper that you have passed their full details on to the police and the parcel company and that you will require the original packaging for forensic purposes .

(buyer) is going to struggle with printing off and uploading the DOR form as well as printing off the return label. She's an older lady as mentioned ...

Hmmm Call me a lousy rotten cynic, but I wouldn't be surprised if the "older lady" is mysteriously "out" when you get there and you find yourself dealing with her "granddaughter" instead - as PPs said, it's a bit odd that someone who forwarded photos somehow can't upload a form, and that a vulnerable old lady was buying a pram in the first place

Maybe best to keep an open mind and focus on what really matters, which is getting your refund. Fingers firmly crossed for you that it all works out

I agree, be careful. Didn't they also get aggressive at first?

If you live close enough to drive round to get forms signed why was it posted? Surely quicker and easier to deliver/have collected and would have avoided this palaver.

Careful @Angelika321 you sound really lovely and trusting, but I’m still not 100% on the buyers story. Still doesn’t explain why she took a photo of the unwrapped parcel. When she moved it she must have felt it was loo roll rather than a heavy metal pram.

FairfaxAikman OP said it's "about an hour's journey" to go round there, so presumably 2 hours there and back

That's a fair slice out of anyone's day, and when I used to sell on ebay I'd probably have used the postal option myself - though admittedly I don't drive, which obviously makes things different

I wouldn't go to some randoms house either

You'll be out of pocket for fuel in addition to a pram. Leave it with the insurance

It's up to her to figure out how to upload photo - she's at it

I'm here, it's all good. Going through the paperwork now.

Lady is slightly older and does have young children.

Pleased to hear it seems legit, OP - it's one of those occasions when I'm genuinely glad to be wrong

Hopefully all you need now is to send it all to Hermes so the refund can be processed

Fingers even more firmly crossed now!!

dh had a palaver with something arriving from ebay via Hermes

Sender dropped it at collection point about three weeks before Christmas...and has all the paperwork, needless to say the item never arrived, Hermes made all sort of excuses, parcel not left, parcel not picked up, parcel still at collection point, parcel out for delivery, anyway, the sender sent a replacement, which arrived last Tuesday.

The original arrived Wednesday. FFS! Now dh says he feels like a terrible scammer and he cannot get hold of the original seller to ask what they want to do!

Good luck OP, hopefully you will both get a refund/compensation and the pram will still arrive! And they don't cock up your loo roll :o :o