In over 15 years using ebay (always buying, never sold), I've never had too much cause for complaint, but have now started my first dispute and was hoping for a little feedback from forum members who may have been in a similar position...
A few weeks ago I bought some nice levers from a seller in the USA. Paid just over £70 for them including postage, and then over £20 in import taxes and handling charges. I was happy with the price I paid, and had factored in the import charges when bidding. So, all good.
The delivery note arrived from Royal Mail, confirming the charges due and that I had to pay and collect from my local sorting office. Again no problem and something I have done lots and lots of times over the years.
With a load of work on, and various other circumstances, I was only able to collect a few weeks after receiving the charges note. Not a problem, still within the time Royal Mail allow to collect the item before returning to sender, and I picked up the package without issue.
On getting back to work, I excitedly opened the package (early Xmas pressie!) and on unwrapping the first lever inside (simply wrapped in cling film) immediately noticed the blade was bent
Then I spotted the body was cracked at the pivot! All the way through, and an open crack, not a hairline.
I loosely but not fully unwrapped the second lever (same simple cling film wrapping) and that seemed ok. I immediately took photos, with all the packaging in evidence, and sent to the seller as a dispute.
As I say, I've never had cause to do this before, but over £90 in for some broken levers I was pretty annoyed.
Response from seller is that he had provided detailed photos, that I've had them for over a month, and that import duties are my concern not his.
I've replied that I'm not at all concerned about the import duties and know they stand with me - I had factored them into my bid, but the overall cost of item, post, charges is not a price I would have paid for a set of levers with one broken!
Secondly, I had only at the time of raising the dispute just picked up the levers. It may have been a while since the purchase, but I certainly hadn't had them for 'over a month'. Indeed, if it had been over a month then they would have been returned to the seller as the import duties were unpaid.
Lastly, and the biggie, there is absolutely no chance the damage is new or that the seller had not noticed it before as he claims. It was immediately apparent as soon as I opened the package - it's not a scratch, it's a full on crack, and the blade is visibly bent.
It was not mentioned in the description, and nor was there sufficient detail in the photos to show the damage. To that extent, the photos certainly did not detail the condition of the levers. They showed a pair of levers in seemingly good condition, and not close ups of any faults.
I've not inspected closely as I wanted to keep things exactly as received, but it looks like there may even be a washer inserted on the pivot pin to take up the play between bent blade and broken body.
Anyway, I've responded along the lines of the above (not mentioned washer) so will see what he says.
So, is anyone able to share their experience of raising an issue as a buyer?
What are my chances of a successful outcome? I have no idea how ebay operates in such instances, and whether their protection policy will cover me for an item clearly mis sold by the seller?
As it stands, I've paid over £90 for a pair of pretty much useless levers, and am a little bit miffed!
A few weeks ago I bought some nice levers from a seller in the USA. Paid just over £70 for them including postage, and then over £20 in import taxes and handling charges. I was happy with the price I paid, and had factored in the import charges when bidding. So, all good.
The delivery note arrived from Royal Mail, confirming the charges due and that I had to pay and collect from my local sorting office. Again no problem and something I have done lots and lots of times over the years.
With a load of work on, and various other circumstances, I was only able to collect a few weeks after receiving the charges note. Not a problem, still within the time Royal Mail allow to collect the item before returning to sender, and I picked up the package without issue.
On getting back to work, I excitedly opened the package (early Xmas pressie!) and on unwrapping the first lever inside (simply wrapped in cling film) immediately noticed the blade was bent
Then I spotted the body was cracked at the pivot! All the way through, and an open crack, not a hairline. I loosely but not fully unwrapped the second lever (same simple cling film wrapping) and that seemed ok. I immediately took photos, with all the packaging in evidence, and sent to the seller as a dispute.
As I say, I've never had cause to do this before, but over £90 in for some broken levers I was pretty annoyed.
Response from seller is that he had provided detailed photos, that I've had them for over a month, and that import duties are my concern not his.
I've replied that I'm not at all concerned about the import duties and know they stand with me - I had factored them into my bid, but the overall cost of item, post, charges is not a price I would have paid for a set of levers with one broken!
Secondly, I had only at the time of raising the dispute just picked up the levers. It may have been a while since the purchase, but I certainly hadn't had them for 'over a month'. Indeed, if it had been over a month then they would have been returned to the seller as the import duties were unpaid.
Lastly, and the biggie, there is absolutely no chance the damage is new or that the seller had not noticed it before as he claims. It was immediately apparent as soon as I opened the package - it's not a scratch, it's a full on crack, and the blade is visibly bent.
It was not mentioned in the description, and nor was there sufficient detail in the photos to show the damage. To that extent, the photos certainly did not detail the condition of the levers. They showed a pair of levers in seemingly good condition, and not close ups of any faults.
I've not inspected closely as I wanted to keep things exactly as received, but it looks like there may even be a washer inserted on the pivot pin to take up the play between bent blade and broken body.
Anyway, I've responded along the lines of the above (not mentioned washer) so will see what he says.
So, is anyone able to share their experience of raising an issue as a buyer?
What are my chances of a successful outcome? I have no idea how ebay operates in such instances, and whether their protection policy will cover me for an item clearly mis sold by the seller?
As it stands, I've paid over £90 for a pair of pretty much useless levers, and am a little bit miffed!
