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Dyson cuts eBay out of return process/communication and refuses to issue refund
Summary: El autor nftw4498 expresa su frustración con Dyson después de que la empresa excluyó a eBay del proceso de devolución y comunicación, y se negó a emitir un reembolso. No se ofrecen más detalles ni respuestas adicionales en la discusión.
This has been the most ridiculous and frustrating online shopping experience I have ever had. I bought 2 items from @dysonofficial and returned one. 10 days after the returned item was delivered to Dyson's warehouse, the refund was still not issued. I messaged the seller on eBay and the seller acknowledged the item was delivered to their warehouse 10 days ago but said they just needed a few more days to "verify" it. I responded to the message with questions but never got a response from them on eBay again. Since then, the eBay "expect a refund by" date had passed and I still haven't received my refund so I started a case to ask eBay to step in when the option showed up. However, 1 day later, my case showed it was "put on hold to allow time to provide additional documentation" by seller. 3 days later, instead of receiving any response from eBay or the seller on eBay, I received an email sent to my email address directly by Dyson Support. In the email, they said they did not receive the item and needed me to file a claim with a UPS as the sender/shipper. (Note, this is 12 days after UPS tracking shows it was delivered to Dyson's warehouse.) However, UPS doesn't allow me to file a claim, even though I tried several times through UPS website and calling UPS support as Dyson demanded. The reason is simply because eBay is the actual sender/shipper who created the return label. I informed Dyson of this and asked that they share the information with eBay because (1) my purchase & return was done through eBay, (2) eBay is the actual shipper/sender by UPS definition, and (3) my eBay case was clearly put on hold because eBay was awaiting Dyson's response. Interestingly, Dyson once again refused to communicate with/through eBay and just asked me to wait for their response until they do further investigation internally.
So basically, I am stuck in the situation where I am not able to get help from eBay and where there is nothing I can do about Dyson. My question is: (1) how can I get help from eBay when my case is put on hold because the seller doesn't supply documentation? I tried the "Email Us" form but never got any response from eBay. I also didn't receive any copy of the email after I chose to have a copy sent to me. (2) Is the seller allowed to cut eBay out of the return process and directly contact customer off eBay without consent when there is an open case/communication channel through eBay? This frustrating return experience is nothing like what eBay promises its customers. (3) Dyson Support told me that my ONLY option was to file a UPS claim because even if I dispute the charge with my credit card company/paypal, they will contest it so I won't receive my money back. Is this true or are they just threatening?
