Seller cuts eBay out of return process/communication
Summary: El hilo de discusión en cuestión parece ser sobre la interacción entre un vendedor y eBay en el contexto de los procesos de devolución y comunicación. Sin embargo, todos los contenidos publicados por los participantes en el hilo están marcados como "None", lo que indica que los detalles específicos sobre la discusión no son accesibles. A pesar de esto, es evidente que el tema central está relacionado con los vendedores que optan por excluir a eBay en la gestión de devoluciones, lo cual podría tener implicaciones significativas para el manejo del servicio al cliente y las políticas de la plataforma. Es probable que los participantes hubieran ofrecido sus opiniones o experiencias sobre este enfoque, pero estos datos no están disponibles para su análisis en el resumen proporcionado.
This has been the most ridiculous and frustrating online shopping experience I have ever had. I bought 2 items from [removed by moderator] 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?
nftw4498
OP4 months agoUPDATE: After I told them I am not able to file a UPS claim, Dyson Support emailed again to say that they have filed a claim with UPS and ask me to wait through UPS’s investigation and they will “adjudicate” my case based on UPS’s conclusion. This is ridiculous on another level. However, this time their agent on eBay actually responded me with the same email on eBay after ignoring me for so long. I guess Dyson just ignores all eBay policy and guarantee to customers as if they are not selling on eBay. So far I still haven’t received any refund even though both UPS tracking and eBay return case shows the returned item was delivered to Dyson warehouse more than half a month ago.
participatrophy
·4 months ago@nftw4498
LOL amazing. You have fulfilled your obligation as the buyer and you have documentation which verifies it from UPS, eBay, and Dyson themselves. I would dispute the charge.
deltilogical
·4 months agoI do hope you left some negative feedback - sounds like it is well earned. I'll stay away from Dyson for sure.
ryry-jj
·4 months agoIf you have tracking that show the item was delivered to the address on the label, you dont care what Dyson says, nor will your bank. Your bank is looking for proof the item was delivered back, what the warehouse did or didnt so with it is of no concern
krazzykats
·4 months agoYour credit card decides, not Dyson. You have proof of the return, and Dyson can’t dispute it unless they blatantly lie.
This discussion might help others steer clear of this company.
By the way, I’ve had a cheapo Dirt Devil for over 10 years with not a single problem. It was very inexpensive, but it’s great at picking up animal hair! When it fails, I will be purchasing another one-brand new not refurbished.
Don't think I will ever buy a vacuum that is refurbished no matter what brand.... there's just an ick factor I cannot get over.
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kibble-net
·4 months agoThank you for this insight OP. It sounds like Dyson is a company we all ought to avoid.
participatrophy
·4 months ago@nftw4498
You have it in writing from them that the return was delivered to their warehouse. You presumably have UPS tracking showing the same. When you track it on UPS website directly, does it show a picture of the dropped off item? When dyson support told you they would contest any chargeback, was that over the phone or do you also have that in writing?
nftw4498
OP4 months agoThank you for your reply. The UPS tracking does show it was delivered to Dyson half a month ago, but it doesn't show a picture. Dyson told me over the phone that they would contest any chargeback, so unfortunately I don't have that in writing.
jonathanbrightlight
·4 months agoThey can contest a chargeback, but that doesn’t mean they would be successful in doing so. Your bank will tend to favor you, and if you have any evidence of delivery back to them I’d expect your chances are good.
participatrophy
·4 months agoGood, that's the important part. Does it show it on eBay too or only on UPS? Go check the refund not received by deadline case details. That info needs to be there, and the line about "put on hold to allow time to provide additional documentation" kinda sounds like it might not be. If there's any sort of option to click or field to type in that refers to updating return tracking info, or anything that sounds remotely similar, hit it and enter the tracking number.
Hmm. And just in case: if the tracking number is already pre-filled in the box where you would normally type it in, don't hit "cancel" or "back" or X out, hit "save and continue" or "update" or whatever the go button is. You might not see anything like that; this isn't a screen I'm familiar with so I'm effectively guessing based on how other parts of the system work. If you aren't sure, take a screenshot, blur out all personal details, and post it here so we can see what you're seeing.
nftw4498
OP4 months agoThank you! It shows delivered both through UPS tracking and on eBay.
albertabrightalberta
·4 months ago@nftw4498
Go back to the case again and ask ebay to step in.
If tracking shows delivered, you have verification that you returned the item and you aren't obligated to file a claim now that they're saying they didn't receive it.
soh.maryl
·4 months agoSo the "Dyson warehouse" sells on eBay?
Was one of the items you received not as described and that's why you wanted to return it?
Did you open an item not as described case with eBay? Were you sent a prepaid return label?
If that did not happen, you could have returned to the case and asked eBay to step in.
They would have refunded you from the seller's funds and told you to keep the item.
Depending on the time line here, you may still have a chance to do that.
eBay is NOT the actual shipper/seller. Why would you file a UPS claim?
And can't figure out where you are getting so much erroneous information, but if you can't get help via the MBG, you certainly can do a chargeback on your credit card.
nftw4498
OP4 months agoThank you for your reply. I opened a “refund not received by deadline” case but somehow that case was put on hold by eBay because the seller hasn’t provided requested info. Yes, I was provided a prepaid label. Dyson demanded that I file a claim with UPS - they said that’s the only way for me to get refund and they cannot file it as only the sender can do it. But UPS said the label was created by eBay so eBay is the shipper/sender for the return label under their definition.
krazzykats
·4 months agoFile a chargeback with your credit card.
Dyson’s reviews say it all—after reading through them, I wouldn’t buy from them in the first place.
The customer service is dismal, with a constant “never our fault” attitude, unfilled promises and ultimately it really doesn’t seem like Dyson cares about customer concerns or complaints at all.
And their refurbished products sound totally disgusting. Who buys a dirty used vacuum as refurbished? That is so gross. I can only think bedbugs....😧
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house*of*paws
·4 months agoHi @nftw4498
I'm confused about why you would have been sent a shipping label if you had filed a 'refund not received by deadline case'. A buyer usually is provided a shipping label after filing a 'return request'. 🤔
nftw4498
OP4 months agoHi @house*of*paws , I was provided a UPS label (through email from eBay) after I filed a return request. After the item was delivered, my return status on eBay became “expect refund by date”. After that date I still received no refund, an option showed up under the case to “ask eBay to step in” which I did. The case was then put on hold by eBay for another 10 days and it is still pending as of now