Can I return NRFB but defective items?

[nana_2012]

I recently bought an American Girl doll. This is the worst purchase experience ever.

The seller claimed the doll was never removed from box and listed it in new condition. I paid a fortune for her. I never expected she would be really in prestine condition, considering she was released more than 10 years ago. When I took her out of the box, I saw yellow stains and white mold covering all pieces of her outfits, including her panties and t-shirt under the jacket. She was stored improperly. I am allergic to mold and have to return.

After unsuccessful communication with the seller, I started the return request. Then I waited for 5 business days so that I could escalate the case. EBay approved my request and I returned the doll. I was very confident that I would get my money back because in the listing, the seller had only one small photo and sold the doll to me as new. And in my request, I posted many photos showing all pieces of her outfits were obviously covering with lots of stains and white mold. However, I was wrong.

Yesterday, at the time when the doll was delivered to the seller. The case was closed in the seller’s favor, because the doll was NRFB and I had taken the doll out. The seller must have called eBay and a representative decided I shouldn’t return the doll. At that point, I lost both the doll and my money. I called eBay immediately. The first representative wasn’t helpful, telling me since the case was already closed, I should call PayPal and file case there. Then I called PayPal and was cut off somehow, probably because of weak signals. I decided to call eBay once again, this time I was forwarded to the appeal department. I finally got the outcome of the case reversed and received my refund.

Can I return NRFB but defective items? Why did I lose the case at first? If I I knew NRFB was so important, I would have defended myself against it in my claim. The doll may not be really NRFB. American dolls are never sealed. Two rubber bands are used to attached dolls to boxes. In my case, the rubber attached to her feet was missing. The rubber attached to her neck severely deteriorated. Someone took the rubber band out, made two knots, and attached the doll to the box again. I returned the doll in the exact same condition as I received.

If the seller called eBay, is there any chance that I lose my money again? Thanks.

[dougsue123b]

File a claim with paypal or your credit card company, You have 180 days to do that.

[couldabeenworse · Accepted solution]

Why did I lose the case at first?

You lost because shady/sleazy sellers often know how to work the system, and because he found an incompetent or dishonest rep.  I am glad you called until you got proper resolution.

Hopefully this is not a sign of things to come.  eBay has recently stopped allowing sellers to get cases closed by calling their rep.  Allowing them to reverse cases after approving the return is even worse.

[pjcdn2005]

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@nana_2012 wrote:

Can I return NRFB but defective items? Why did I lose the case at first? If I I knew NRFB was so important, I would have defended myself against it in my claim. The doll may not be really NRFB. American dolls are never sealed. Two rubber bands are used to attached dolls to boxes. In my case, the rubber attached to her feet was missing. The rubber attached to her neck severely deteriorated. Someone took the rubber band out, made two knots, and attached the doll to the box again. I returned the doll in the exact same condition as I received.

If the seller called eBay, is there any chance that I lose my money again? Thanks.

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Yes you can return an item like that when it is defective, It is unusual that you lost to begin with and I’m sorry that this happened...it isn’t the norm.

No, they can’t take the refund back from you.

[ed8108]

Errors sometimes do happen, that is the reason for the appeals process.

Your refund is safe.

[nana_2012]

Thank you very much for all the replies. I felt really helpless when I lost both the doll and money. I even received an automatic message asking me to work with the seller to get the doll back.

This was totally a waste of time and energy.

[carlmarxx]

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@nana_2012 wrote:

Thank you very much for all the replies. I felt really helpless when I lost both the doll and money. I even received an automatic message asking me to work with the seller to get the doll back.

This was totally a waste of time and energy.

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First sorry  to see you bought from newbie seller. I looked at the photos  of doll  and can see stains on clothing  and wouldn't have bid  on it  .    I'm glad you got  your moneyback  . I do sell dolls and will be relisting some soon .  

[castlemagicmemories]

OP, since the previous poster can see stains in the pictures, I don't think you checked the pictures out thoroughly or zoomed them to better see the detail

As you now know, this is very important to do before you decide to buy.

Had you done this, you would not have had to go through this because you would not have bought the doll if you knew about the stains.  

Always be very thorough in doing your buyer's due diligence before purchase, vetting the seller and the listing very carefully.  This is for your protection.

Not a good experience for you, I know, but if you are very careful going forward, you can avoid things like this.