EBay customer service is terrible

[atutua.bsvbmv8]

I purchased replacement logs for my Majestic GRB 36 fireplace. The logs they sent me didn't fit. And then even though Ebay doesn't allow restocking fees, they indicate that there is a 20% restocking fee! seller is trying to rip me off. And Ebay customer service is terrible. No help what so ever 

[dtexley3]

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@atutua.bsvbmv8 wrote:

I purchased replacement logs for my Majestic GRB 36 fireplace from a seller. The logs they sent me didn't fit. And then even though Ebay doesn't allow restocking fees, they indicate that there is a 20% restocking fee! The seller is trying to rip me off. And Ebay customer service is terrible. No help what so ever 

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You can't name buyers or sellers from a transaction, so you may want to report your post so the moderator can remove the name.

Sellers can no longer charge a restocking fee per se, so if you open a return they won't be allowed to withhold 20%.  eBay will back you under the MBG.  However, if the seller offers Free Returns they can claim the items are damaged or altered and withhold up to 50%, but they have to offer Free Returns.

If the logs are a different size than the original listing stated you should open a return for "Not as Described" and the seller must pay the return shipping and give you a full refund.

If the logs ARE the SAME size as the listing stated then you should open a remorse return for "Doesn't Fit", and you pay the return shipping, and you get refund for the original purchase price and shipping.

[ed8108]

If the logs are intended to fit but you were sent something different, open a request as item not as described, follow the instructions you are provided to return and receive a full refund of your payment. 

Restocking fees are no longer enforceable on ebay.

[remispe_54]

You do not need to contact eBay customer support @atutua.bsvbmv8 for an issue like this. Just click More Actions > Return this item, and look for "Wrong item sent" on this list:

Then go silent. After 3 business days, if you haven't received a prepaid return label, go back and click Ask eBay to step in. eBay will either force an immediate refund, or force a return label for you to return the return and force a refund after the return is returned to the seller.

[atutua.bsvbmv8]

That was such a nice response. Unfortunately not correct. The EBAY associate told me, after I had waited more than 3 days, I would have to contact the seller myself to set up the return. All I can say is that EBAY has a lot to learn from Amazon.

I learned my lesson and you will not need to worry about me complaining again.

[johnrj1226]

@atutua.bsvbmv8 

It seems like remispee_54  response is correct from here.  Unless you  haven't stated all the facts about this transaction.

1.  have you already opened a case for this purchase??

2.  If not i don't understand the  thing about have to what  3 days.   You wrote: The EBAY associate told me, after I had waited more than 3 days

You can open a case   up 30 or 31  days after receipt of the item if the item is not as described w/o contacting the seller.

3. Fact:  some eBay customer service reps don't fully understand all the rules of the "ball game" but  pretend they do. 

When I get a foggy response from  any Customer Service Rep (eBay included), I ask to  talk to a supervisor or just  call back and hope you it get a more seasoned representative.  CSR for the  most part are entry level  positions & are not the most pleasant job to  have.  Yes some CSRs are  fantastic but they  have been around for a while.