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Incomprehensible decision... and unacceptable
Summary: jo10679 expresses dissatisfaction with eBay’s decision regarding a return. After selling a collectible motorcycle in impeccable condition, the buyer claimed it was broken when it arrived. Despite photographic evidence of the careful packaging, eBay ruled in the buyer’s favor without returning the item or the funds to jo10679. Frustrated by the lack of customer support, jo10679 is considering exposing this injustice on social media and taking legal action, emphasizing disappointment with eBay’s policy.
Not knowing exactly who I'm addressing, hello to everyone who will read me.
I rarely speak publicly, but today I am… angry, disgusted, in complete incomprehension… a bit of all that…
I've been buying and selling on this site (and on others as well) for quite some time, and I admit that over these years, on rare occasions, I've had problems: a package lost in Italy and another that arrived in poor condition, a buyer upset about having to go to a pickup point… but until then, everything had always been sorted out amicably, or eBay customer service had done its job properly. Until last Saturday…
Let me set the scene: I sell and ship a 1/12 scale collector's motorcycle, in its original box, IN NEAR MINT CONDITION; you can see it in the dozen photos in the listing, THE LITTLE PLASTIC TIES THAT keep the item in place are STILL THERE…
In addition, I take photos of the packaging: thin paper INSIDE THE ORIGINAL BOX so that the motorcycle doesn't move, then bubble wrap, polystyrene pellets, good-quality cardboard…
The package arrives, and then surprise: return request, because the motorcycle is… broken ??!! And my Italian buyer sends photos of the motorcycle, but none of the package…
Right away I file a claim and contact eBay support; the advisor tells me, and I quote, that indeed based on the photos, this return request seems strange to her… but that it is eBay Italy that must make the ruling, and so I have to wait 10 days. But above all, THAT I SHOULD NOT DO ANYTHING DURING THIS WAITING PERIOD.
That deadline passes, and the final result comes down last Sunday: the buyer is refunded… and since I didn't send him a return label, he keeps the item…
So this Monday I call eBay customer service; and here, brace yourselves: the buyer is within his rights because… “the item does not match the description”… oh no, sorry, it was broken!! This person then talks to me about “policy”, very well, so when an item leaves in perfect condition, in flawless packaging, and by some miracle I know not how it arrives damaged, what do you call that ???? Is that respecting the “rules” ?? No, that's called dishonesty and therefore theft; I lose the 49 euros for the motorcycle, plus the shipping costs.
The advisor, sensing my irritation (and I remained polite throughout the exchange), ends up telling me that she will pass the information up the chain, because she has no decision-making power, but she can't promise me anything… basically, the sucker in all this is me…
And as some of you point out (I ended up reading a few “rants” on this forum), to have a real contact person at eBay, it's become mission impossible...
So yes, this injustice is such that I won't hesitate to spread the word widely on social media and elsewhere; a lawyer friend even confirmed to me that I would be entitled to take legal action…
In any case, between arbitrary decisions devoid of any logic, as well as the lack of consideration shown to its (former) customers, the spirit of eBay, which I thought was trustworthy, is not heading in the right direction… and that's really sad.
I salute those for whom honesty and integrity remain fundamental values.
