Guaranteed Fit program challenges with seller

[iammegiam]

Hello! I bought some cross bars for my vehicle on March 3 (Delivered March 7) under the "Guaranteed Fit" program. Initially, they did not fit but they also did not come with instructions so I reached out to the seller requesting instructions thinking I was doing something incorrectly. I received a PDF of the instructions and re-attempted. They still did not fit with my attempt and 4 other people tried as well. 

I have reached out to the seller stating the cross bars I purchase for my vehicle did not fit and explained the situation and also cited they were marked as "Guaranteed Fit" -- citing "doesn't fit" was suggested under that program.
https://pages.ebay.com/motors/ebay-guaranteed-fit/#faqs

However, the seller is declining my request to return these cross bars under the "Guaranteed Fit" program citing the reason for return is personal. To return them would be an estimated $40 alone.

I have tried to have eBay call me but my phone doesn't ring and I verified all my call settings as allowing all calls, including those as unknown and nothing has kicked to spam. 

I'm unsure of what to do or how to proceed or if I am just eating the cost of these crossbars and throwing them in the garbage.

[kathiec]

@iammegiam 

Your purchase is covered under eBay's Money Back Guarantee. If it's been less than 30 days since you received the item go to it in your purchase history, select Return under More actions, then select that the item wasn't as described. DON'T select that it didn't fit -- eBay considers that a remorse return. The seller will have to send you a return label and refund once they receive the return. The process is completely automated.

If it's been more than 30 days you're sadly outside eBay's window to open a case. You'll need to dispute the charge with your credit card.

[iammegiam]

Thank you!

Unfortunately, I did select "doesn't fit" because that's what the FAQ of the Guaranteed Fit program suggested to do 😞 

https://pages.ebay.com/motors/ebay-guaranteed-fit/#faqs

It was delivered on March 7 and should be good under the Money Back Guarantee than. It's my first time dealing with a return via eBay.

Maybe I should cancel the return and re-do it under "not as described"? Can I do that?

[marnotom!]

The FAQ cites the option “doesn’t fit my vehicle.”  As @kathiec says, “doesn’t fit” is a different kettle of fish.  Which option did you use, @iammegiam?

[iammegiam]

I did "doesn't fit" because "doesn't fit my vehicle" was not available to me despite me having screenshots of my purchase having the "Guaranteed Fit" info everywhere. I thought it was the same because, like I said, this is my first return with eBay ever for anything.

And, I used a debit card so it's unlikely I can do a charge back like you can a credit card.

What a wildly frustrating experience all around. I thought I was doing the right thing as someone unfamiliar with eBay returns via "Guaranteed Fit" but apparently, I am not.

$50 is a lot of money to a lot of people but, right now, it's a lot to us and it's just so maddening when I sincerely tried to do my best and research.

[kathiec]

Sadly once you've opened a case you can't go back and alter it. And since eBay considers "doesn't fit" to be a remorse return you'll have to pay return shipping, if the seller accepts returns. I think it's incredibly confusing and that it's something eBay needs to explain better. 

That said, if an eBay page told you to choose that reason, it couldn't hurt to reach out to customer service on one of the social media platforms. The reps there actually work for eBay and are much more savvy than the third-party offshore frontline reps.

https://www.facebook.com/eBay
Send message(blue message button)

https://x.com/askebay?lang=en
Use direct messaging

https://www.instagram.com/ebay
Send message(blue message button)

[mudshark61369]

@iammegiam,

There was a lot wrong with this transaction.

When you entered the Info about your car did you see a green check mark on the listing page?  If not then the part was not eligible for the Guaranteed Fit Program.  Any seller can put the Guaranteed fit video on their listing. But once you enter the vehicle info the green check mark should show up.

The seller didn't even describe them properly in the title. What you bought should have been described as roof rack rails. Cross bars are what fit in the slots in the rails from side to side. Rails go on front to back.

The seller is not an auto part dealer specifically, they have items listed in 4 main categories and about 35 sub categories.  You can check to see if an auto parts/accessories seller's main or only business is auto parts, by clicking on the Sellers other items button on a listing page.

The seller is registered in China, and drop ships from a Ca. location. Unbranded auto parts coming out of China are mostly Junk and have all sorts of fitment and quality problems.  Info in the Item Specifics can tell you if you should buy the item or not.  I would not buy Unbranded or Unknown country of Mfr. and No Mfr. part number,  parts for a car.

When you bought from the seller they had a feedback percentage in the low 97% range, which is not a good rating by ebay standards for a high volume seller.  They should have a percentage of 98.6% or better.  You should always check a seller's feedback profile page before buying from one no matter what their percentage.

To do that you scroll down a listing page to below the Description from the seller. You will see Seller feedback, under that will be some comments below them a See all feedback button. when you click on that a page opens you will see

Click on the switch back to classic view button. On the page that opens, in the upper right is the seller's country of registry. If it does not match the item location, do not buy from them.  Below that is a box with the numbers of the 3 types of feedback a seller can receive. You can click on the numbers of neutral and negative feedback they have received to read only those comments. Those comments can tell you a lot about a seller.

FYI, if you had actually opened an Item Not As Described dispute, your feedback would have been removed if ebay found in the seller's favor.  It sounds like all you have done is ask the seller to accept a return for refund. 

Did you file using the More Actions button in your purchase history?  If not and it is less than 30 days since you received the item, click on it, select return this item, and choose as the reason Does not match description or photos, follow through to file the dispute, which will appear just above your purchase history. The seller will have 3 days to send a return shipping label or issue a refund, If they do neither or make excuses,  on day 4 open the dispute and use the Ask ebay to step in button. You will get a refund from the seller's account. 

[iammegiam]

Hi.

Yes, it had the green check mark.
Yeap, I needed the cross bars for the roof rails. I have the front/back portion and needed the left/right portion.
Yes, I filed via "more actions" for a return which is where it all went downhill it seems and I'm stuck
Yes, I'm not tech savvy and barely know what drop shopping is

I'm new to eBay and am learning but I think this may be my last transaction as it seems I'm not cut out for this way of shopping.

[mudshark61369]

@iammegiam,

I apologize, yesterday I had a very important meeting, and was distracted, and didn't check the listing you bought from carefully or do any research. 

 You did buy cross rails, however in looking more closely at the listing a few things jumped out at me. First was the length of the cross bars, with fitted ends being 48" long.

  So I went out and measured the width between my car's rails and two of my neighbors car's rails, 4 vehicles in all none were Rogues but all had similar dimensions to a Rogue the average distance between the rails on all 4 was 36" inner to 40" outer. 3 of the 4 had a 36" measurement from the centers of the front to back rails. So unless a Rogue has a much wider roof than the other cars, 48" long crossbars would have been too long.  Of the 5 vehicle photos in the listing 2 were not Rogues, and the 3 of Rogues  did not show cross bars on them.

  So I searched online and found that 2014 - 2020 Rogue cross bars were attached to the inside of the F to B rails.  There were adjustable distance clamp bars available but they too fit to the inside of the rails and were squared off. All of the Rouge F to B rails I saw in photos were squared off but the ones in the listing photos were for rounded rails, which only seem to be used on the "S" version and other listings say the cross bars are for SL & SV models only,  which may be why yours did not work. 

  Those are things you should have checked on your vehicle and in the listing.

Also when buying aftermarket accessory or trim products for vehicles it is best to pay more and buy recognized brand name products, Thule in this case is one and there are others.

Since you were able to leave feedback that was not removed, I am guessing that when you filed the dispute the seller sent you messages through the standard ebay messages, and they did not show up in the dispute itself. If you have not closed the dispute or it has not been closed by ebay in the seller's favor,  open it and click on the Ask eBay to step in button. They should provide you with a return shipping label or a direct refund.

FYI, You do not need to be tech savvy to understand Drop Shipping. If you ever bought anything on Amazon that was listed by a particular store or seller, it was drop shipped from an Amazon fulfillment center.

Basically drop shipping is a Seller listing items that they do not have in hand, they are stock that is held in a 3rd party warehouse that does the actual shipping for the seller.  All China registered sellers are drop shippers.

[iammegiam]

As another commented suggested, I reached out to eBay via Facebook and explained the situation. They decided to rule in my favor and are issuing a refund without me having to return the crossbars.

I learned a lot in this entire transaction and will be taking some time away from eBay as it seems I may not be entirely cut out for it. 😉

I appreciate your time and patience with me.