Ebay Doesn't Protect Their Buyer's Money Even With "Ebay Buyer Protection"
SAN JOSE, CALIFORNIA -- Reference Case #: 5040244370
I would like to share my eye-opening experience at Ebay. I would like to advice everyone to doubly weigh their decision before purchasing at eBay rather than Amazon only for some price benefits here. You are not sure that you will receive the same item you saw as advertised on Ebay. If you unlucky and do not receive the same item then eBay will not protect your purchase by their exaggerated policy "Ebay Buyer Protection" which says …
Q1: What is the eBay Money Back Guarantee?
“We guarantee that you will get the item you ordered or you will get your money back. eBay Buyer Protection covers the original purchase price plus original shipping on most items on Ebay.com.”
Q1: What happens when I ask eBay to step in?
“If you received an item that wasn’t as described, we’ll typically help you return it to the seller first and then refund you. In the few cases where we don’t issue full refunds, it’s normally because an item eventually arrived, or because you decided to keep an item that wasn't as described instead of returning it.”
Q2: What if the seller doesn't offer returns?
“If you received an item that is not as described, or didn't receive an item at all, eBay Buyer Protection always protects you—even if the seller does not offer returns. If you received an item that was as described but you changed your mind and do not want it anymore, eBay Buyer Protection does not apply”
I live in USA and I purchased leather car seat cushion covers from eBay sometime back. The seller (car0010) advertised this product as a leather product mentioning them as made up of "High Grade Imported Leather" at frequent places in their advertisement. But when I received the delivery I found that the covers are made up of Faux Leather (rexine). The back side of the material has fabric lining like rexine (synthetic leather) and it doesn't smell like leather even.
When I contacted seller regarding this they straight way rejected my observation saying that the material is genuine leather. On further communications they accepted that the material is faux leather but refused to take care of return shipment saying … “Return shipping is responsibility of the buyer, we will full refund you when we got the item soundly”.
Seller's Name (ebay): car0010
Address: Xie Daotong, Rm 2002, #2, Lane 555, South He Nan Rd., 200010, Shanghai, China
I was not happy with the seller’s reply as the cost of shipping back the item from USA to China would be more than the cost of item itself. I escalated the case with eBay with proper documentation and send them the photos of the items I received but they replied back as follows …
“When you receive the wrong item or it doesn't match the seller's description, you're required to pay for return shipping. It would certainly be great customer service for the seller to cover the cost of return shipping and it is something we strongly encourage. However, it is not something we are able to enforce as we only have access to the funds that you originally paid them. If the seller is unwilling or has failed to assist you in that aspect, then the return costs will be the buyer's responsibility.”
I cannot see any content in ebay’s answer different than the seller's reply. I can surely bet that either they have overlooked the facts or their decision is simply biased with the seller's intent. Definitely it is not the honest resolution by eBay showcasing policies like "Ebay Buyer Protection" to the customer. On one hand eBay is admitting that the item sent by seller doesn't match its description and at the same time they ask customer to bear the return shipment (for sending the wrong item back to the seller) for getting their refund.
The customer care guys are rude to talk with, they provide meaningless arguments and try to enforce their decision on you without having any valid reasoning. I am certainly not happy with Ebay. Now onwards I will not consider myself purchasing anything from eBay in future and I will not endorse eBay within my known circle in anyway. I know that certainly eBay will not be in loss after losing a customer like me. But I definitely know that if this is the way eBay continues to work it will not have a long lifecycle ahead.