Business Sellers on eBay - Returns/Timescales/Communication? Bit of an update - HotUKDeals
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Business Sellers on eBay - Returns/Timescales/Communication? Bit of an update

xsazzyjayx Avatar
7y, 4m agoPosted 7 years, 4 months ago
I used to run a shop on eBay last year (back to being a personal seller now) but I'm a little confused by the situation I'm in when buying from a business....

I bought an item on 25th June and it was delivered after 5pm on 30th June (all well and good) - seller sent me a message on the friday to say I'd receive it on the tuesday (again fine) but as a business would it not be better practice to send the tracking number too (was sent by courier)?

I had to ask for it late on in the afternoon and still didn't receive it.

Anyway item was damaged, I messaged the seller and they said I could return it - I then had to send another message to get their address - I got this on saturday so sent back on Monday (recorded).

Now when checking the royal mail website a while you were out card was left - is this normal for a business?

The seller finally told me (messages are VERY brief) they would collect today from the delivery office. RM site is still showing while you were out card status and I've not heard from the seller at all since yesterday.

My questions are: (rep given for help of course)

i) What is reasonable communication wise - one line answers every day or 2 in response to messages?

ii) The sellers contact number registered with eBay is invalid so have no other way of contacting them - again is this normal for a business seller?

iii) What is a reasonable time to wait for a replacement to an item? (bare in mind the very poor comms and not to mention one message that was rude & in caps)

Seems buying on eBay is a nightmare lately!

Thanks in advance
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xsazzyjayx Avatar
7y, 4m agoPosted 7 years, 4 months ago
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#1
Haha I take it no words of wisdom from anyone tonight? :)
1 Like #2
i would ask first for a refund - if you dont mind losing item -if seller wont - i would put in a claim - did you pay to send it back? claim that back as well as it wasnt your fault

not very good customer service is it - especially item being damaged
#3
holly100
i would ask first for a refund - if you dont mind losing item -if seller wont - i would put in a claim - did you psy to send it back? claim that back as well as it wasnt your fault

not very good customer service is it - especially item being damaged


I have done and nothing for over 24 hours....I tried to open a claim but got that 'ring eBay' message, rang them all they did was send an alert to get them to contact me - which is the response I got yesterday to say they'd collect it and that they were a mother and had a lot going on ;-). Which yes is fair enough I suppose, maybe just me being over keen to get things sorted.

Yes I paid £5.90 to send it back recorded :thumbsup:

Not good customer service at all I thought :(
1 Like #4
i. 1/2 is normal not everyone is available 24/7

ii. report them to ebay for having invalid contact details....they will advise seller to update details immediately

iii. same time it took to get the first item but obviously they have to rceive the item back first

just my opinions
#5
vinylandtrinkets
if you dont hear from the seller by tomorrow file a claim with paypal, provide paypal with the tracking number.
you only have a certain amount of time to claim with paypal i think its 45 days,
they dont sound very professional , but if they have a high street shop maybe they didnt have time to collect the parcel, or maybe they are selling from home and have kids??
Tinkerbell28 is the best to ask for ebay/paypal advice she was online earlier today


I don't think they have a shop on the high street...and I don't think their website is up and running either.

I'm a reasonable person - if they'd just sent a message today for example to say 'sorry I haven't had chance to get to the delivery office today because of x reason, please be assured I will be collecting tomorrow and sort out your refund'.

I completely understand people have lives - she did say she had kids - and I have tried to be pleasant.

Perhaps your idea is best, wait until tomorrow and then open a claim if nothing. Thank you :)
#6
vinylandtrinkets
whats the item number please, ringing ebay is a new one on me and ive been buying and selling for years on there.
i would however report the seller for not having correct contact details on ebay


Just done, thanks for that :)
item no: 360164711574

casparwhite
i. 1/2 is normal not everyone is available 24/7

ii. report them to ebay for having invalid contact details....they will advise seller to update details immediately

iii. same time it took to get the first item but obviously they have to rceive the item back first

just my opinions


I was after people's opinions, thank you!

It's just a bit frustrating when I sent it back Monday thats all :thumbsup:

tinkerbell28
Report for false details as Casper said, it's sloppy communication for a business, I will give you that.
Open a pp dispute and that may push them that bit quicker:thumbsup:


Ok first point done - do eBay actually take action on that?

2nd - will do :thumbsup:
#7
vinylandtrinkets
they seem to sell alot , pretty good feedback, might just be a one off , hope so, I have seen sellers accounts suspended when they have incorrect details on ebay, file with paypal tonight if i were you. good luck and keep us updated


I know their feedback is good, I always check it out first for bigger spends...

Opened a dispute with Paypal, if nothing heard by the morning I'll just escalate the claim. Thankfully I have the tracking number :)

Thank you so much for your help :)
#8
Thought I'd give a quick update:

No message or update to the dispute.

Called the Sorting Office where it's being held down there & they confirmed it is still there :(

I have noticed they received feedback last night saying they replaced a faulty product promptly. This was bought after mine so maybe I have done something to upset them?

Checked their contact details and they've been updated so will be giving them a call after 9am - whether they'll speak to me though is a different matter. I just want this sorted - it was a blackout blind for my daughter's room - the pole was bent and had a dent in it meaning the blind itself had indentations all down the middle (and they wouldn't just drop out when hung).

If I get nowhere with the phone call this morning I'll just escalate.

If they don't go to collect from the Delivery Office though I know the item will be sent back to me on Wednesday - does anyone know how I stand there?

Will I be charged for RM to send it back to me? Paypal claim is then worthless is it not? :(

FURTHER UPDATE

Have called seller and they said their child's sports day was on yesterday & the Delivery Office closed at 2pm. That is fair enough by me but I think a message would have been nice but never mind. Refund was promised and at 09.32 I received my full refund - so the call actually worked!

I think I'll just get one from Argos now :(

I'm not too sure on what feedback to leave now....
1 Like #9
Can you still leave neautral feedback? I would. I think a negative is a bit harsh as a refund was given, BUT there business and communication skills were poor. I understand people have lifes and sometimes things come up and it's hard to get to the post office, but I always message my sellers when I have an issue like this, even if the item is only a few £s, I just think it's good manners.

:)
#10
problem soved!

no need for a neg whatsoever if you are happy with the outcome, problems do occur in life.

i would leave positive explaining a refund was issued due to damage in the post

no fault of the sellers really
#11
munnski
Can you still leave neautral feedback? I would. I think a negative is a bit harsh as a refund was given, BUT there business and communication skills were poor. I understand people have lifes and sometimes things come up and it's hard to get to the post office, but I always message my sellers when I have an issue like this, even if the item is only a few £s, I just think it's good manners.

:)


I agree with this :thumbsup:

casparwhite
problem soved!

no need for a neg whatsoever if you are happy with the outcome, problems do occur in life.

i would leave positive explaining a refund was issued due to damage in the post

no fault of the sellers really


I wasn't thinking of negative as such but the whole thing for me as been a hassle. Of course problem occur in life - but as a business (actually even as a private seller) I would try my best to make sure my buyer is up to date.

I appreciate your opinion but the seller is at fault for their poor comms - but again - that's my opinion.

Thanks again for your help :)

I was trying to add more rep to I have to spread it about a bit first ;)

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