I have experienced the same situation a few times. Once, with a high quality statue $$$ Buyer would not contact me directly for anything! He avoided me like the flu. Even after numerous emails and phone calls trying to rectify the situation. The buyer immediately opened a case through eBay stating the item was broken, first he said he never received the shipment, then he said the item was not as described? I paid for shipping the item back and gave a full refund to the buyer only to receive a completely (different) destroyed statue. It was not the same statue I sent out. I know this because the statues are numbered on the bottom and I received a different number printed on the base of statue. Plus the statue I sent out was brand-new and the one returned was old and sun faded as well as broken into many small pieces. All the broken pieces were not there as well. The old the old switch a roo trick! Scary part is eBay backed the buyer not the seller my 5 star ratings dropped and I had to take the loss. I feel your pain.
