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Seller admits item not as pictured
Hey,
TL;DR: Seller has misleading pictures, admitted fault, and their slow response has put us in a jam.
I work as a service advisor at an automotive garage. We don't do body work, but made an exception for a customer involved in a hit-n-run. One of the things we needed to purchase was a driver's door. There aren't a lot of listings for this, as it's an older model.
We found one with identical options to what we needed, and made the purchase. When we unpacked the door, we realized that it did not come with the mirror (three pictures) or interior door panel (one picture) that were clearly shown in the listing. The seller was slow to respond, and the customer needed the car back, so we installed what we had.
The seller advised that mirrors are never included with doors, which we believe to be misleading based on the pics. They also said the interior panel was supposed to be included, and just wasn't. The listing for the door is "drivers door assembly," and does not specifically include or exclude a parts list. I asked them to make it right by sending the parts, which they said are no longer available. I then asked them to make it right by refunding the money that we need to buy the additional parts, they offered only $100. We are in a position now where we made a $450 purchase, and need an additional $350 in parts to finish the job.
They offered to return the door at their expense, but we already have the door installed, as the customer needed the car back. I feel like eBay needs to step in to deal with a misleading ad, but I'm not sure where to go from here. The only solution I found was to get the seller to return the door, which we will have a lot of trouble doing because our customer needs their vehicle.
Any help is appreciated. Thanks!
mudshark61369
Mentor10 months ago@mshorst ,
You should have filed an item not as described dispute as soon as you received the door. By installing it and making it not returnable you lost your return for refund protections. Did you even think of countering the seller's $100 offer and ask for more to buy a mirror and inner panel?
FYI, mirrors are often used on several models over the years they are made for a vehicle. Calling a dealership's parts dept. could have given you that info.
mshorst
OP10 months agoYes, we absolutely should have held off, agreed. They have really good reviews, so the logic was that we need to get our customer rolling, and they'll make it right. I didn't counter the $100, I countered the $50 they initially offered after finding new listings for just the mirror and panel. When they offered the $100, they knew we were looking at an additional $350.
"By installing it and making it not returnable you lost your return for refund protections." I'm not familiar with eBay's protection policies. Fortunately, never had to use them before. Does that mean that we are stuck with what we have?
jacbarcollectibles
Mentor10 months agoStuck with the door probably. Out the money not necessarily. Check with your payment source and see if you can open a charge back for the door. There are time limits to do this so act now.
Opening the charge back will cost the seller as eBay will charge them a fee for handling the charge back. Buyers almost always win charge backs as it is the buyers funding source that makes the final decision and not eBay.
mshorst
OP10 months agoOk, that's good advice. We need the door regardless. And I'm happy with paying for it, I just also want the rest of what it looks like (and they said) we were supposed to get.