Requesting a return for an item that did not fit

[draystoyz]

I won an Ebay auction for a new pair of Ecco sandals for my wife.  When received, the sandals did not fit and were uncomfortable.  I requested a refund, that Ebay denied and stated "Case Closed".  I  have tried to appeal the Ebay decision and was informed "Case Closed " and can not file for an appeal.?  I have asked why I am not able to appeal on their Help and Contact tab and given the message over and over that I was not able to appeal.  Here is my original request to the Seller: 

"I gave the Ecco sandals to my wife when received today. She has several pairs of the Ecco sandals, which fit her very well. All white is a different color and I thought she might like them. When she put them on and walked she noticed that her bunions scraped the sides of the sandals. She compared these to the Ecco sandals that she has already and noticed these did not have the padding along the sides, which she needs and makes the sandal more comfortable. For this reason, we wish to return the sandals."

Aug 26

Delivered

I then tried to contact an Ebay representative by phone, which is no longer possible.?  I sent Ebay the following message: 

"First of all, I would have liked to speak with a real person (Ebay agent) by phone. I have over 3200, 100% positive feedbacks with Ebay and have been an Ebay customer for over 10 years. I have spoken with agents in the past (by phone) and explained my situation with satisfaction. Is that option no longer possible?

I feel that my request to return item # 126596769968 (Ecco sandals) should be honored by the Ebay Guarantee policy that that has always been in effect. In my case to return this item, Ebay sent me a message that the "case closed"? This is for an item that is be meant to be worn and needs to be tried on for comfort. Here are the details for the return:

"I gave the Ecco sandals to my wife when received today. She has several pairs of the Ecco sandals, which fit her very well. All white is a different color and I thought she might like them. When she put them on and walked she noticed that her bunions scraped the sides of the sandals. She compared these to the Ecco sandals that she has already and noticed these did not have the padding along the sides, which she needs and makes the sandal more comfortable. For this reason, we wish to return the sandals."

I now know that the Seller stated "no returns." How could Ebay agree with not honoring my request on return for an item meant to be tried on? The Buyer should be satisfied with how it fits. Doesn't the Guarantee apply to clothing, shoes, etc? It definitely should!

I was agreeable in paying the return shipping cost. But,

Imagine going into Dillards to try on shoes. Imagine the salesman fitting you in a pair of shoes and you deciding it doesn't fit as expected. Imagine the salesman stating that you owe $10.50 just to try them on?

I would be extremely disappointed with Ebay's service, to me as a Buyer, if my request to return this item (that was not comfortable to my wife after receiving the shoes) is denied.

I will be appealing Ebay's quick decision and also notifying the Seller that I do not agree with their Seller's policy not to accept returns. If the Seller should give me negative feedback for my decision to return, I will respond with negative comments back to the Seller regarding their policy to not accept returns.

Ebay gave me a strong suggestion (years ago) to increase the number of days for returns to 30 days to keep my 100% positive feedback standing with Ebay, which I did. Does this Seller not have the same requirements?"

Is there still an Ebay Buyer's Customer Guarantee?  Why doesn't a dissatisfied customer still have the right to appeal a case and then get the run-around with one automated Ebay response after another, with no change to speak to an agent by phone?  

[fashionsandbeauty4u]

@draystoyz 

Ebay has a 30-day Money Back Guarantee for Buyer Purchase Protection.  Ebay will protect the Buyer if the item is never received or if it's received and is not as described. That Guarantee does not cover fit. EBay does not require that a Seller accept a return for fit.

Going forward, when purchasing an Item on eBay, you could look for Sellers that accept returns for any reason. Some will ask the Buyer to pay return shipping for fit.

[disneyshopper]

The seller's No Returns policy is only for buyer's remorse: changed mind, doesn't like it, doesn't fit, found it cheaper elsewhere. If the buyer states Not as Described, the seller WILL accept the return and pay for the return shipping label. If the seller refuses, ebay can refund the buyer out of the seller's funds, not require the buyer to return the item, and a defect is recorded on the seller's account for an unresolved transaction. No one can leave feedback.

You can only file ONE case per transaction, so if you paid using Paypal, you can file a return there, as they allow up to 180 days from date of transaction. If you paid with a credit card, contact the card issuer.

[draystoyz]

You must agree with Sellers of clothing, shoes or other wearable items, to have a "no return" policy and that Ebay  should agree with their no return policy on such items.  Are you a seller (on Ebay) that has a no return (for any reason) policy?  Even if the buyer, when the item has been received and tries it on and finds it does not fit, and then agrees to pay for the return shipping?  If so, Ebay buyers BEWARE. Especially if Ebay agrees with sellers with no returns (for any reason) policies. In my opinion (if Ebay sides with these sellers)  think twice before placing your bids . You might end up with something that doesn't fit and you will not be able to return it. 

Imagine if Dillards had this policy and charged $10.50 each time you tried on shoes or clothing for fit and comfort.  I strongly recommend not to participate with sellers with a nor return policy.  Sellers should stand behind their product and respect buyers that have not had the chance to try it on for comfort and satisfaction.  

[fashionsandbeauty4u]

@draystoyz 

Actually I do not agree with Sellers that have a no return policy. In answering your post, I was referring to eBay policies.

I am a long time eBay Seller and offer 30-day free returns for any reason. To me, that's just good customer service.

[draystoyz]

My apologies to fashionsandbeauty4u.  I just noticed that you have a 30 day return poicy on Ebay, just like I do.  I wish that Ebay did away with the "no returns for any reason" auctions. 

I've been with Ebay more than 10 years, with a 100% positive , over 3200 feedbacks.  Ebay strongly suggested to me do increase my returns policy to 30 days, which I did to keep my rating.  I guess sellers can get rid of anything, that may or may not be authentic, by staing "nor returns" on their auction, and Ebay will agree?  Not the Ebay that I'm used to over the years. 

[draystoyz]

Thank you for your reply.  Eventually, I hope that Ebay decides that sellers will not be able to have a "no return for any reason" auction,  especially on wearable items.  I did pay with Paypal.  I did not consider them as a remedy to my problem.  Many thanks.  

[draystoyz]

From time to time, I will get a message from Ebay asking "how are we doing".  Is there any way to inform Ebay that their policy of siding with sellers that have "no returns for any reason" auctions are potentially unfair to the buyer and should not be permitted?   

[fashionsandbeauty4u]

@draystoyz 

No worries! eBay is always looking at ways to improve their policies, often because of Buyer or Seller feedback. On many eBay pages is a "feedback" link to let them know how you feel. I know they read those feedbacks and take them very seriously.

All my best to you. 🙂

[draystoyz]

Imagine if Dillard's had a "doesn't fit" policy.  Ever try on shoes to see if they fit you? What if Dillard's policy is "you try them on, if they don't fit, you still pay for them"?  I don't agree with a "no return policy" for wearable items.

 It can be your size, but it might fit a little smaller or larger.  Ever heard that before?  That's true and that's why everbody should have the opportunity to try it on, especially after receiving the Ebay wearable item.  I'm agreeable to pay the return shipping to see if it fits or not.  That's fair.  But, no returns and no money back (if the item doesn't fit ) is a terrible business policy for a business selling clothing or shoes. 

 Anyway, the "Buyer Beware" attitude is what I learned from this experience. What ever happened to Buyer Satisfaction when selling something, especially something wearable?