Terrible eBay customer service

[keviwu0]

Hi everyone.

Has anyone else here experienced bad customer service from Ebay? Because this was probably my first and last time contacting eBay for any sort of help.

A while ago I purchased approx 150USD worth of items from a seller. After waiting for two months for a package that should have arrived in two weeks, the items never arrived.

Ebay's own tracking system says the item status was "Unable to deliver - Carrier refused to ship item forward." The USPS website says the items were delivered, but to an incorrect address. I do not live in the same state/country as where the package was delivered.

The seller declined to refund me and eBay also declined to refund me, citing "the item has already been delivered to you, you will not receive a refund." My appeal was also denied. I have no idea how they could have gotten this so wrong. I have no choice but to contact PayPal.

Just a very frustrating experience overall.

Thank you all for hearing me out. Has anyone else gotten these sorts of issues with eBay's Support?

[marnotom! · Accepted solution]

It looks as though you've been on eBay for a while, @keviwu0.  Are you familiar with how the eBay International Shipping service, or its predecessor, the Global Shipping Program works?  Are you familiar with how the eBay Money Back Guarantee works?

Your item was handled by eBay's US-based international package forwarding program maddeningly called "eBay International Shipping."  The seller shipped it to a forwarding hub Glendale Heights as that's what eBay instructed them to do.  For whatever reason, you dealt with an eBay customer service rep who was unfamiliar with how eIS is supposed to work and figured that as the item was successfully delivered to the address that the seller was given by eBay, that that was the end of the story.

Having said that, there really shouldn't have been a reason to deal with a human being on this issue as eBay encourages buyers to go through the Money Back Guarantee process, which is automated and seems to recognize shipments handled through eIS.  The only snag to your situation might be that buyers are only able to file claims with the Money Back Guarantee for up to 30 days after the item's last delivery date, and it looks as though you may have been way past that.

Sorry this happened to you and I hope you have better luck with PayPal, although by the sounds of things it's narrowing the timeframe for filing a case for an undelivered item.

[keviwu0]

I see what you're syaing. Thank you for your helpful and kind remarks.

[jayracz]

I am going through a support issue now. I had a purchase slip through the cracks of the eIS system. eBay's fix was to get DHL to handle the package. Without my knowledge. I bought this item specifically because the seller used USPS. After posting on the boards on a similar issue a eBay employee seemed to respond saying there is a issue happening with "ground advantage" shipping not being picked up in the app. I forwarded this to eBay customer support as I want the issue fixed. Not just for me but others here too. But I just get the runaround. And apparently the extra $25 fees that were tagged onto my already $40 shipping of a $80 item is mine and the sellers issue. Yet eBay it's self acknowledged their system encountered a issue. Now CS refuses all my emails. They are basically ghosting me like a unwanted tinder date. Very unprofessional. Been here pretty much from the start of eBay. I'm all but almost done now.

[reallynicestamps]

I wonder if filing a Not As Described claim would be useful.

The problem being the added costs after purchase.

EIS is known to refund without requiring return, so it may be worth a try.

[glencanada]

Ebay is garbage I have the same problem seller says it's  deliverd but tracking shows it's at the US hub should be going to Canaada. I this some new scam. Seller can see it's not going to my location but claims it's deliverd.

[marnotom!]

How far past the last estimated delivery date is your item, @glencanada? If it’s fewer than 30 days, you should be filing a claim for a not-received item through eBay’s Money Back Guarantee process. See my earlier post on this thread for elaboration.

[reallynicestamps]

This response is months too late but, putting the tracking number into the Claim, would end it for you, since delivery to the eIS Hub is delivery by the seller according to eBay.
EIS is a Seller Protection program.

For the unhappy, or impatient, buyer, if eIS has still not delivered the shipment by the last estimated delivery date, they would be refunded, but by eIS not by the seller.

[marwo507547]

Two months over due - I think the expiry date for return has expired - which is unfortunate - I don't think anything can be done via ebay customer service since the expiry date has come and gone. 

I've never spoken to a live customer service rep but have used their live chat/text feature and found them to be helpful. 

Good luck with getting your claim hope everything works out for you.  You can also use credit card feature to dispute a sale - assuming you used a credit card and pay pal is not able to help. 

[mrdutch1001]

IF a USA seller is using the eIS program for shipping items outside of the USA, then yes initially they are correct in saying " it's deliverd" because it was delivered to the destination as required by the seller= sellers are only responsible for getting their items to the USA hub..and No this IS NOT "some new scam.">this is the way the eIS works:

eBay International Shipping | Seller Center

and specifically this part as it pertains to USA sellers using eIS:

"When you make an international sale, you are only logistically responsible for shipping the items safely to the domestic eBay International Shipping hub. Restrictions, customs paperwork and international shipping are done on your behalf."

"You simply ship to a domestic shipping hub and don't have to worry about the international logistics."

and this regarding USA sellers using eIS and how it pertains to returns:

"Once your item is received undamaged at the domestic shipping hub, your sale is considered complete. If the buyer opens a return, your item will be returned to a third party service provider or liquidated and you will keep your sale.

In the event a buyer contacts you and asks for a refund, let them know to choose the return option in their order history. Learn more about how your buyer can request a refund."