fallinlight
Distinguished Member
Re. High value purchase of near mint/ mint video games
Marketplace: eBay
Courier: Hermes
Issue: Case decided in favour of buyer despite items not received.
Dear all,
I am seeking urgent help regarding an eBay case I opened that was closed in favour of the seller. Simply put, the items never arrived. Tracking information on eBay and the carrier website states in transit/ will re-deliver, so not delivered. Hermes tried to deliver my parcel a day after cut off (understandable given COVID and the busy shopping season). Hermes tracking said they tried to deliver ( I had to step out that day) that day. No calling card was left. Tracking said they would try to delivery next working day which was Mon 23 Nov. That did not happen. Then another day passed and still no parcel on Tues 24 Nov. I raised a case last night for all items in my order requesting a refund. This morning emails for each item read,
"The seller asked us to review this case and make a final decision.
The seller has asked Customer Support to review this case and make a final decision. We'll get back to you within 48 hours".
Later on, for one item I did not even raise a case for (I forgot to do it for that item), I received an email stating,
"This case is now closed Hello...,
Based on your communications with the seller, we see that you received the item.
After reviewing all the details of this case, we've determined that you won't receive a refund".
Later this afternoon, all cases were closed in favour of the seller. Emails are not consistent either, as above.
I spoke to an agent on the phone who said because they tried to delivery the item it is classed as delivered. The agent said I need to get proof of non-delivery (I tried and am at odd's end since Hermes only have an automated phone line service and online chat). An online chat agent said the same thing. This goes against eBay's money back guarantee which states,
"If we determine that the item wasn't successfully delivered or collected, we refund the full cost of the item and original postage. The seller is required to reimburse eBay for the amount of the refund. Find out more about reimbursement".
I quoted this to the agent but they just ignored me and kept telling me to contact Hermes, even though I kept telling them I am unable to speak to anyone and what the message was. The automated message is incorrect, which says something closely along the lines of,
'We tried to deliver your parcel today and no one was in and there was no safe place to leave it. We are experiencing delays. Please contact your retailer".
At this stage I feel like I am being scammed by the seller and eBay - I never in my life realised how scummy eBay were to buyers, as I have usually won cases fairly as a buyer. It is extremely intimidating, frustrating and .. I find it hard to describe, but we all know that grating, frustrating anxious feeling. I also have another case open which was decided in favour of the buyer for a subwoofer (see the XTZ owner's thread part II for information regarding that). So, this is doubly upsetting and stressful.
Can anyone help and provide some kind advice for me? All I am trying to do now is obtain proof of non-delivery to appeal the case. But I have no way in which to do that because I cannot speak to a real human being at Hermes or fill out an online form.
Update: getting nowhere via chat, the last Manager just left the chat. So rude. No one is listening.
I will try filing a PayPal dispute if I cannot get the proof of non-delivery. Absolute nightmare.
Even worse, I have another high value purchase sent by Hermes, which was never delivered, same day, same tracking information/ message. Not raised a case for that. Seller unresponsive.
Kindest thanks and sincerely,
fallinlight
Marketplace: eBay
Courier: Hermes
Issue: Case decided in favour of buyer despite items not received.
Dear all,
I am seeking urgent help regarding an eBay case I opened that was closed in favour of the seller. Simply put, the items never arrived. Tracking information on eBay and the carrier website states in transit/ will re-deliver, so not delivered. Hermes tried to deliver my parcel a day after cut off (understandable given COVID and the busy shopping season). Hermes tracking said they tried to deliver ( I had to step out that day) that day. No calling card was left. Tracking said they would try to delivery next working day which was Mon 23 Nov. That did not happen. Then another day passed and still no parcel on Tues 24 Nov. I raised a case last night for all items in my order requesting a refund. This morning emails for each item read,
"The seller asked us to review this case and make a final decision.
The seller has asked Customer Support to review this case and make a final decision. We'll get back to you within 48 hours".
Later on, for one item I did not even raise a case for (I forgot to do it for that item), I received an email stating,
"This case is now closed Hello...,
Based on your communications with the seller, we see that you received the item.
After reviewing all the details of this case, we've determined that you won't receive a refund".
Later this afternoon, all cases were closed in favour of the seller. Emails are not consistent either, as above.
I spoke to an agent on the phone who said because they tried to delivery the item it is classed as delivered. The agent said I need to get proof of non-delivery (I tried and am at odd's end since Hermes only have an automated phone line service and online chat). An online chat agent said the same thing. This goes against eBay's money back guarantee which states,
"If we determine that the item wasn't successfully delivered or collected, we refund the full cost of the item and original postage. The seller is required to reimburse eBay for the amount of the refund. Find out more about reimbursement".
I quoted this to the agent but they just ignored me and kept telling me to contact Hermes, even though I kept telling them I am unable to speak to anyone and what the message was. The automated message is incorrect, which says something closely along the lines of,
'We tried to deliver your parcel today and no one was in and there was no safe place to leave it. We are experiencing delays. Please contact your retailer".
At this stage I feel like I am being scammed by the seller and eBay - I never in my life realised how scummy eBay were to buyers, as I have usually won cases fairly as a buyer. It is extremely intimidating, frustrating and .. I find it hard to describe, but we all know that grating, frustrating anxious feeling. I also have another case open which was decided in favour of the buyer for a subwoofer (see the XTZ owner's thread part II for information regarding that). So, this is doubly upsetting and stressful.
Can anyone help and provide some kind advice for me? All I am trying to do now is obtain proof of non-delivery to appeal the case. But I have no way in which to do that because I cannot speak to a real human being at Hermes or fill out an online form.
Update: getting nowhere via chat, the last Manager just left the chat. So rude. No one is listening.
I will try filing a PayPal dispute if I cannot get the proof of non-delivery. Absolute nightmare.
Even worse, I have another high value purchase sent by Hermes, which was never delivered, same day, same tracking information/ message. Not raised a case for that. Seller unresponsive.
Kindest thanks and sincerely,
fallinlight
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