EBay Complaint - EBay Customer Service
I had never used eBay before, but having been laid off work I decided to sell a whole bunch off unwanted items to raise some extra cash. eBay seemed an easy option. All I had to do was list the items, sit back and wait for the money to roll in, right? Well, not quite. Setting up the account took a reasonable amount of time and listing the items was fine, if a little long winded. Some items sold, some didn't. I received 100% positive feedback on all my sales, having made an effort to be honest about condition and to post the next working day when payment was made. So far, so good.
Suddenly eBay decide I must be a business seller (no explanation was ever offered, just links to a page about business sellers). The set my account as such, and I couldn't change it back. I couldn't list anything else without incurring business charges. I was expected to fill out reams of details on my VAT number etc (none of which exist, I'm just a bloke with an attic full of junk).
I contacted eBay via their customer support chat system. Even getting to that stage was a long winded affair. Their filtering system to try and categorise what your problem is before you speak to an advisor was frustrating, and it took a lot of trial and error to word my problem in a way it would allow.
Finally I got to speak to a customer service representative. After several minutes of them reading through my problem they said they were forwarding the issue to the appropriate department. I was told it would be dealt with within 48 hours. Several days, and several chat sessions later and it was still not dealt with. Eventually I spoke to an advisor who seemed to grasp the problem, and they once again promised I would be contacted by the appropriate department.
To my surprise, this time I received an email. They stated that they agreed it was an error to class me as a business seller, and they would rectify the problem. They also stated it would take up to 72 hours. This seemed a ridiculously long time to change one piece of information on a customers account, but I replied thanking them. That was on 1/5/2010. It is now 06/05/2010 and the account is still showing as a business account.
I spoke one last time to a customer service advisor (online chat again), who was polite and sympathetic (as all but one of the staff had been), but ultimately unable to deal with the issue and was only able to "escalate it to a higher level".
I pointed out that "oops sorry" from the boss of a company is no more useful to me than a an advisor saying it and signed off.
Goodbye eBay, and thanks for a astonishingly frustrating and disappointing experience.
P.S. I still have all emails exchanged, and will add them to this review if necessary.