How do I get a manager, or above, to contact me regarding the order from hell? On Feb 24th, I won an auction for an ereader and paid via Amex. On March 5th the USPS said the package was delivered but what showed up in my mailbox was the label. No box, just the label with a note from the USPS that said the item was damaged and without contents. The item being the box, which wasn't delivered. So, I started this painful journey of trying to get a refund via the eBay guarantee. I provided a photo of the label, which clearly shows no box was delivered, and the note from the USPS, four times to eBay. I also have a letter from the USPS that apologizing for the issue. (I may get $50 from the USPS but I paid $170 for the item.) On eBay's website, the tracking information clearly shows the package was "damaged" and “USPS in possession of item". I submitted a claim. Denied. I appeal the decission. Denied. I've talked to eBay's customer service at least a dozen times. They keep insisting that I received the item.
So, the seller, who is just as frustrated as I am, agreed to refund the money. He suggested that, if eBay says it was delivered and the USPS said it was damaged, request a refund from me indicating it was damaged. I try. Small problem The website won't let me no matter which option I select. Once again, I call eBay's customer service. This is where this issue goes from painful to unbelievable. They tell me they can't do anything since I have a case open with PayPal. Thinking that I may have got it wrong, and I did run it through my PayPal account, I check. Nope, no activity since December. As I stated above, it went through my Amex. Another phone call to eBay's customer service. Again, they asked me to submit all the paperwork, which I did (I’m getting good at doing this.) The agent told me I would receive a refund within 72 hours. I did not. Another phone call to eBay's customer service (I should drop the service/support because all they do is spread the blame or give me some B$ reply to get me off the phone). Again, they ask me to submit the documentation that proves it wasn't delivered. I do. The response; denied. They say that it shows that it was delivered. No one ever mentions the documented "arrived damaged" and "in the USPS possession" lines. So the seller, who sees all of the proof and wants to give me my money back, and I go another route. Since eBay and USPS say it was delivered (damaged, but delivered), go into the order and ask for a refund. I do that but... only problem is, the website doesn't allow me that option. Another call to eBay's cust. support. This is where it gets comical. I explain everything to the agent and ask why I can't select the return option. He tells me, "you told us you never received the item so why could return it?" Stunned, I asked; so you agree that I never received it. If that's the case then please issue me a refund via eBay's guarantee. His reply? Can't do that, it says here that it was delivered.... Okay, so now you’re telling me it was delivered. Correct? Yes. Since it was delivered the only other resolution is returning a damage item. His reply? Nope. you said it was never delivered. After ten minutes of this Abbott and Castello routine I caved and ask to speak to a supervisor or manager. He tells me someone will be in touch within 72 hours. Sound familiar? I do not expect that anyone will call.
Ahhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh.
Sorry for being long-winded and venting above (it was therapeutic, frustrating, but therapeutic) My question is; how can I get a hold of someone with common sense? I do not blame the agents. They’re just reading from what the script tells them to do. I just want to talk to someone who can see the insanity of this and resolve it.
