Designer Bag Arrived without Accessory After Authentication
I bought an LV Neverfull via live from a Seller. The listing and video receipt clearly state that the accessory is included with the purchase. In fact, the seller mentions it in the video receipt. I finally received the item 3 weeks later after going through eBay Authentication inspection. Unfortunately, it arrived without the accessory. I messaged the seller, and they told me that since it passed eBay authentication, it proves the accessory was with the bag. Now I am trying to get in contact with eBay, but keep getting the stupid bots and a prepopulated email website that doesn't allow photos. I paid too much for this bag.
11 comments
shawdag750
OP8 months agoUPDATE: eBay will take responsibility for not contacting me about the missing pouch and will issue a partial refund. Thank you all for educating me on this. For your edification, the authenticity department said that pre-owned bags are always returnable if they do not meet the listing description (e.g., condition, missing parts, etc.), as long as you did not agree to the differences in member-to-member messages or live. In my case, the seller included it in the listing and spoke to me about it directly during a live sell. Since eBay recognized it was missing but did not reach out to confirm I still wanted it, I was able to get a full refund, but I settled for the pouch's value. Mistake or not, I am sure the seller, who was aware of the high-value item, at some point became aware of the extra high-value item lying around. This seller can profit $1k from a pre-owned bag. Yes, eBay missed a checkpoint, but the seller initiated the entire ordeal.
albertabrightalberta
·8 months agoThanks @kyle@ebay
@shawdag750 Please update to let us know that this was resolved to your satisfaction.
albertabrightalberta
·8 months ago@shawdag750
TBH, if it was seller error in not including it, my opinion is that it's simply a mistake rather than fraud.
But again, ebay accepted the bag, passed it as being "as described" as evidenced by the fact that they forwarded it to you after verification.
Therefore, the onus is on ebay for not catching the missing pouch so if they abide by their own policy, the seller retains the money and your refund (or partial refund) comes from ebay.
Again, I'm hoping that one of the team will respond.
@kyle@ebay
@devon@ebay
@elizabeth@ebay
@valeri@ebay
kyle@ebay
Hey @albertabrightalberta thanks for the tag. It sounds like @shawdag750 has taken the proper steps to escalate this case through customer service, so it's just a matter of that escalation process taking its course.
shawdag750
OP8 months agoUPDATE: I contacted eBay and they found that during authentication the pouch was noted to not be there. I was never contacted regarding it. Which means the seller lied. I am standing by to get it resolved. I am going to ensure the seller is shut down if this is found to be fraud.
petals_and_vines
·8 months agoHonestly, given how p*ss poor Ebay's "authentication" is - I can totally see how they punted this and did not realize it was supposed to have the pouch. They'll never admit they were wrong, though.
What a nightmare. I hope you find resolution, OP.
albertabrightalberta
·8 months ago@shawdag750
The seller is partially correct. Since it did pass authentication and verification, the seller is out of the picture and off the hook.
Although the authenticators are supposed to verify that everything shown in the listing is included and one should assume that the authenticators did verify that accessories were there, it's possible that they erred.
They may have lost the accessory or the seller may have neglected to include it. But either way, one it passed inspection, this is on ebay.
But that it passed and was sent along to you puts the onus on ebay. They are either responsible for the loss or responsible for passing it without missing piece.
The problem is that you may have to return the item, something you may not want to do. If the seller has a no return policy, they don't have to accept it but IMO, the authenticators/eBay should be willing to either accept the return or compensate you for the value of the missing piece and that should come out of ebay's coffers, not the seller's.
There used to be an ebay employee who posted as @luxury_handbags@ebay but I don't believe they're still around.
This is such an unusual issue that probably doesn't come up often (though I'm surprised that based on the volume of what they authenticate, we don't read it more frequently) so I don't know how it's handled.
I will tag the ebay community team and hopefully they can direct your LEGITIMATE complaint to someone who can help.
@kyle@ebay
@devon@ebay
@elizabeth@ebay
@valeri@ebay
shawdag750
OP8 months agoIt was a final sale item. Can I still do this?
njtoyreseller
·8 months agoFirst I would say to get in contact with ebay and see how they advise you to proceed. Use the help chat and spam it with "Speak to an agent" until they eventually give you a call back option. After you have contacted ebay, who will most likely tell you to return it, open a return for "Item Not As Described" showing pictures of what you received and stating what items are missing. If the item went through Authentication, then it will have to go back again during the return process as well. Once the item is returned, if the seller does not issue a full refund, you can always contact ebay to appeal the decision since your purchase would be protected by eBays Money Back Guarantee.
albertabrightalberta
·8 months agoOnce an item passes the authentication inspection, buyers cannot open NAD. (When these transactions go smoothly, that's one of the best things about the AG (Authenticity Guaranteed) program!) And for sellers without a return policy, they don't have to take returns.
https://www.ebay.com/help/selling/selling-tools/selling-authenticity-guarantee?id=4644&st=3&pos=2&query=Selling%20with%20Authenticity%20Guarantee&intent=authenticity%20guaranteed&lucenceai=lucenceai&docId=HELP1344
See this section: Some purchases inspected under Authenticity Guarantee are considered final sale. Please read eBay Money Back Guarantee policy for details.
ccomic
·8 months ago@albertabrightalberta
Thanks. A great list of things to never buy on eBay 🙂 .