Jamie Lannone
If you ever look at the Community Board, which I doubt since this is below your level, however this is where the people that make eBay successful can have a say. I have been in the business world for many years and have seen the importance of Reviews & Comments from the people. Its seems that the day to day policy is never looked at or reviewed , once it was casted in stone years ago. My experience is surely not alone in the eBay universe.
I work at 5 Billion company that depends on Excellent customer service, and when we receive a bad review or a customer complaint and is not addressed promptly one would be fired. Before I go into my insight & my sad story, I see that when a company becomes very large is it unfortunately that they can very easy to become implicant and short sided and the answers soon becomes> " that is the way we have done it & it's our policy"
Now my story, I have been selling on eBay for many years with many months a Top Rated Seller,
We have always provided free refunds , no questions asked return policy. We were 100% for most of our selling history. The only one that ever gave us a Negative Feedback would not ever let us refund them even contact us for a solution, and Yes eBay would not remove it, The complaint " was Plastic Breaks easily" That is like saying Water Is Wet. I was told it was POLICY that would not be removed.
All this time I was invited to all the eBay opens and was praised for being a long term awesome supplier, Maybe marketing should talk to the policy makers huh? Again one hand not able to talk to the other.
We had a unfortunate situation happen, and this caused from being on top to being virtually Put Out of Business.
Our warehouse was flooded and damaged many of our items and we discovered after receiving orders on the items. We had over 5000 items listed at this time and we did the best that we could with the time we had to remove any items that would not meet the high standers of quality that we want to supply our & eBay customers. So we Immediately refunded the Buyer and sent them an apology and sadness having to cancel their order. We had this happen until we were Below Standard.
We reached out to eBay for help and was hoping since we were a long time successful seller, that we could find some understanding. Not the case , the first CSR we spoke with told us this story, If you can sell 11 items by the time we can review your store and help you, well that day came and gone with no help so we watched our items being deleted day by day because They Started limiting our ability to list, upgrade or revised to make any changes that might fix any additional issues that we have found so we could delete the item before it would sell.
No Help
So we wanted to reach out again hoping that we could do something to help, The next Call was to a CSR that told us that they could do something in the first week of April since they understood our grief and we could have the ability to relist again and stop the Bleeding of our inventory from our store, now we had 3200 items.
Okay with our chin up we reached out again today to follow up on the Lie of the last CSR and we had another bad experience. I explained our story to the CSR April which was nice and following the standard policy statements which was to show sympathy and had to send me to a CSR Specialist and they could help. We had hope that we had broken into the secret layer of policy and we could get help. Nope we only received the Typical answer " There is Nothing we can Do" Its eBay policy. We were told that they would continue to de-list our items until it gets to Zero while we are paying extra 6% fees on all remaining sales for out transgressions. Then When we are Out Of All items & our store empty, we will have to continue to pay our Store Fees for 1yr from the first item that was cancelled and would be removed by the date of the transgression which can be a full year. We Will Be Out Of Business and Pay $59.00 a month with no opportunity for any sales because that is the Way of eBay policies.
eBay does Not Protect Sellers the way they should. Now we have over a 100K of inventory that will have to be sold on other platforms. On top of that we continue to get request for surveys what other platforms we sell on and what eBay can do better, what a Joke.
G.S.
P.S. Send this to every social marketing platform out there, and maybe we have hope that this is heard and true change can happen.
mam98031 • Volunteer Community Member • Buyer/Seller since 1999
