Inability to contact buyers for authenticity guaranteed sneaker sales

[rowbobskicks]

I recently conducted a sale with a buyer who purchased a pair of sneakers that are covered by eBay's Sneaker Authenticity Guarantee, meaning I shipped the shoes to eBay from which they verified and reshipped to the buyer. I just received my first negative feedback review for this purchase, as the buyer claimed "The most “PATHETIC CUSTOMER SERVICE” I’ve ever experienced on eBay in 15 years! - 

Has anyone else had issues with poor feedback and authenticity guarantee sales? I shipped the sneakers the same day they were ordered, and they were validated by eBay to be authentic and a valid representation of the listing. eBay has blocked sellers from communicating with buyers of authenticity guaranteed items, so that the buyer is forced into communicating directly with eBay. Therefore, and poor customer service they encountered must have been with eBay, as I am unable to reach them.

I submitted an appeal to the buyer explaining all of this, but they denied the appeal, stating "The original feedback I left for the seller was accurate." I also submitted an appeal to eBay, but they continue to give me the run-around. One representative I spoke to mentioned that it appeared to be delayed in reshipping to the buyer by the authentication team, but I believe it is entirely unreasonable for me to b held at fault for eBay's mishandling.

I am wondering if anyone has faced a similar issue, and if they had any success in appealing the defect?

[sperry2002]

I just had a very similar experience. Bought a pair of True Blue Jordan 3's. Description stated New in box but worn once for a photo shoot. I eventually get the shoes after about a month and the shoes were completely worn. Insoles and the lettering were faded and the bottoms looked like the person had run a marathon. Can't contact the seller, so contact Ebay and they tell me they were authenticated and that I should contact the seller. WTH. Obviously we can't.  I asked if they also check if the item is in the condition as described in the listing and they actually said yes. I sent them pictures of the shoes for the appeal and within an hour the case was closed. Their short answer response was the seller doesn't offer returns. Terrible. 

[hoanlu-74]

Don't let this one go as it clearly was not your fault. 

If you have no luck on the phone then yes use Facebook and Twitter to contact eBay and hopefully get this resolved for you. 

[chapabargain]

I looked at your account and didn't see any negative feedbacks...

[stickerberry]

This may be a conspiracy theory but I really feel like the Authenticity team is messing with people’s shoes. They’re switching them out or doing something. I’ve read so many stories where both the buyers and sellers are left utterly confused by this process. The buyers receive an item completely different from the listing and pictures, like they may be the same shoes but they’re a different color or something’s off. I’ve even personally had a buyer start an INAD case against me where he included pictures where the shoes were extremely dirty and even looked fake. I know for a fact those were not the shoes I sent him! The shoes I shipped were brand new and had never been worn and were 100% authentic. Of course the case was automatically closed since it was sent through the Authenticity team but I can’t help but to think something deeper’s going on...I originally thought the customer was just trying to scam me until I realized they had pretty good feedback and had been buying shoes for years. Something’s going on here and nobody can convince me different. I suggest reaching out to the seller personally (not through the order details, I’ve found there is a workaround if you contact them directly from their page) and get to the bottom of this.

[stickerberry]

Oops, sorry. I meant to say contact the buyer but I'm sure it can work from the buyers' side as well. You have to go to their actual page and send a message, not go through the order. 

[shotyme360]

Definitely understand. I'm going through it as a buyer now . I purchased some sneakers a month ago and it still hasn't  been shipped to the authenticator yet. I tried talking to ebay but like you said I keep getting the run around.  At this point I jus want a refund but since it's been shipped I can't get that either. I know it's not you guys fault strictly ebay's and I rather go back to the direct purchase from seller then to deal with authenticator bull**bleep**! At least if I don't like what I've purchased I can return it and get my money back.

[birkenstock47]

Contact ebay again.

By phone.

And keep asking until you get what common sense and your gut tell you, the negative feedback removed.

Call during the day.

Be polite (that doesn't seem to be a problem for you but it was for me lol). 

But be persistent. 

And do it right away. 

My problem was I let the initial CS try to deal with it, and then by email (report buyer at the feedback comment).

I called again and again but only a month later and by then they agreed it should've been removed but too much time had elapsed and they were unable to do so. 

The negative feedback stayed for a year but in my case actually helped me as buyers could see I only shipped Mondays and Thursdays as stated in the listing.

[superbad748]

I currently have an issue where the "authenticators" kept the original box and a signed photo and cant figure out what to do about it.

[pikabo-icu]

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@superbad748 wrote:

I currently have an issue where the "authenticators" kept the original box and a signed photo and cant figure out what to do about it.

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I would love to see you start a new thread about this- this one is very old so the replies will be jumbled..

Also we NEED these to be searchable- as this program is having a LOT of issues.. It's better if sellers can see just how many issues are happening when they search the forums..

@superbad748 

[roblyd37]

Same exact situation happened to me. I ended up just contacting buyer thru a link attached to an item they had for sale

[roblyd37]

There has to be something going on. I had the exact situation to the T happen with a sale I made. I bought a $400 pair of Nike adapts and they came thru so fake that the Nike symbol was backwards! Then I had sold a pair of shoes to another person and they got them used and in a different color. There gotta be something we can do as buyers and sellers to get this issue addresses. This is literally criminal.

[valenci2-3]

This happens for me except the authenticator took forever so the buyer files for a refund. They are playing with my money. 

[jonathankirkland]

You know what people need to start doing?

Maybe a news agency or some kind of crack down team or something.

Send in good, authentic shoes and hide a tiny tracker in them. Do this with 10-12 or more pairs of shoes, see if they all end up where they are supposed to or not.

[mountainshadows]

No, but I sold 2 pairs of sneakers on Ebay to two different buyers both for $175.00 one pair was white one pair was black. Sent them to the **bleep** authenticator in Las Vegas on Lamb Blvd. Same address 2 different guys names. One guy verified the white pair as authentic and the other guy said the black pair was fake. Total **bleep** They shouldn't hire kids to verify tennis shoes if they don't know what they are doing. I am the original owner with RECEIPTS for both pairs so what's up with that? Called Ebay and all you get is people from another country who are trained to give you generic answers. I got suspended for 3 days. So, now I will sell my higher dollar item's on alternative sites to avoid Ebay's **bleep** Authenticity Guarantee program. You need to have PROFESSIONALS in order to authenticate an item not a bunch of kids who opened a store front on Lamb blvd in Las Vegas. Come on Ebay YOU CAN DO MUCH BETTER for as much money as you charge us sellers. 

[tinkerbellny26]

I’m not sure if this is the right place to post but perhaps this is helpful information.

I purchased a pair of Nikes for $222, size 13, confident that the AG was a good idea.  Duh!

Should have done my homework.  They are closer to a size 11.  Can’t contact the seller.  Cant return until more than a month past the normal 3 to 21 days, according to every link I click.  Cant reach anyone at ebay.  

Just filed a complaint at Consumer Protection as I paid with my Visa.  Don’t like being out that $$ for a month with no assurance I’ll ever get it back for something i didn’t order, despite them being marked size 13, and tagged by “experts.”  

Big mistake ebay.  What happened to your Money Back Guarantee?