GRACE ON THE SUITCASE: My amp was sold on eBay, but the buyer says it never received it

I put an amp up on eBay and sold it for £220 but for ‘collection only’ as I didn’t want the hassle of shipping it.

A buyer messaged me to ask if they could arrange their own courier and pay via PayPal. I agreed and a UPS delivery person picked up the item the day the buyer specified it.

The buyer did not provide any documents to attach to the item and the UPS delivery person did not give me anything. I managed to get two quick shots of him collecting the item.

A few days later I got a message from the buyer that they still hadn’t received the item and UPS said it hadn’t picked it up.

An eBay seller was shocked to learn that the buyer who received his amp claimed it was lost

An eBay seller was shocked to learn that the buyer who received his amp claimed it was lost

The buyer has requested a refund through eBay. To my surprise it forced me to refund the buyer as I couldn’t provide proof that the item was delivered so I’ve now lost £220 plus the £6.68 PayPal fee and my amplifier.

I appealed eBay’s decision within 30 days because I sold the item for collection only, so I am not responsible for the loss of the item.

The buyer paid for the courier through ParcelCompare, I contacted both UPS and ParcelCompare to find out what happened, but neither company wanted to talk to me because I wasn’t the one paying for the delivery. How do I get my money back? FM, by email

Grace Gausden, consumer expert at This is Money, answers: This whole situation sounds frustrating and you’re adamant eBay didn’t call its investigation until 11.

UPS has picked up the package and you have pictures of the delivery man taking the amplifier away.

One of your biggest frustrations was that you advertised the item as takeout only and, as far as you’re concerned, because it was picked up, you did everything you could and were no longer liable for any problems.

GRACE ON THE MATTER

Our weekly column says This is Money consumer expert Grace Gausden tackles readership issues and sheds light on companies doing both good and bad.

Do you want her to investigate a problem, or do you want to praise a company for going the extra mile? Contact us:

grace.gausden@thisimoney.co.uk

After filing a complaint, the online bidding site investigated, but again ruled in favor of the buyer.

Frustrated, although ParcelCompare wouldn’t speak to you directly, you decided to look up the tracking ID on its website and found the shipping status delivered.

You’ve spoken to eBay multiple times via web chat and on the phone to resolve this, including sending a copy of the shipping notification.

An eBay representative submitted this report, but you received a response stating that the request was denied because you received the shipping notice after the objection period.

It wasn’t until you learned that eBay’s money-back guarantee doesn’t cover buyers who buy an item for pick-up only.

I contacted eBay because it seemed unfair that you had not only hundreds of pounds, but an amp outside your own pocket – for something that wasn’t your fault.

It acknowledged that it initially favored the buyer, but said that, after further investigation by an escalation team within eBay, the decision has now been reversed and you will receive a full refund.

Ebay still refunded a buyer despite tracking to say he received the amp

Ebay still refunded a buyer despite tracking to say he received the amp

Ebay still refunded a buyer despite tracking to say he received the amp

An eBay spokesperson said: “While most transactions on eBay go smoothly, we have policies in place to protect buyers and sellers when things don’t go according to plan.

“Our eBay money-back guarantee ensures that if a buyer doesn’t get what they ordered, they’ll be refunded quickly. However, eBay’s money-back guarantee excludes transactions where the item is collected by a third party on behalf of the buyer.

“As a result, Mr M is entitled to a full refund and we are sorry that the correct decision was not made at the initial assessment.”

It confirmed that its warranty specifically excludes transactions where items are collected by a third party on behalf of the buyer.

A UPS spokesperson said: ‘We take the delay or non-delivery of a package very seriously. We’re investigating this case.’

However, this isn’t the first time we’ve beaten eBay and side with the buyer, even though the seller seems to be strongly right.

I have previously told the story of a seller who sent a £400 coat to the buyer who then claimed he was given an old sweater instead.

In this case, eBay also sided with the buyer and returned the money to the seller.

Fortunately, this was undone after our involvement, but it does mean that many eBay sellers are still struggling to get their money back after a buyer fraudulently lodged a complaint.

Hit and miss: this week’s naughty and fun list

Each week I look at some of the companies that have not met the expected standards, as well as companies that have gone the extra mile for customers.

To miss: This week, cruise ship travel agency Igloo, has been criticized by customer Margo.

She said: ‘In April 2019 I paid £1,800 for two deposits to Iglu for a six week cruise to Australia on the Queen Victoria from Cunard.

“In September 2020, due to Covid-19, we decided to switch to a Queen Victoria cruise to the Canary Islands on November 1, 2021.

“Iglu insisted that all money for the cruise in the Canary Islands be withheld, even though it was only 25 percent of the cost of the trip to Australia.

“On June 16, 2021, Cunard immediately informed us that it had canceled the Canary Islands sailing on the Queen Victoria, but had transferred us to the Queen Elizabeth and said we would receive the booking details in the coming weeks.

‘Furthermore, we don’t have to pay the balance of £3,000 until 30 days before the sailing date. I have sent a copy of this email to Iglu but she is demanding that I pay the balance now and has not advised us on the change of ship or how the booking conditions have changed.’

A customer was confused after being told conflicting information about her cruise trip

A customer was confused after being told conflicting information about her cruise trip

A customer was confused after being told conflicting information about her cruise trip

Unfortunately, some holidaymakers who have seen trips canceled or delayed due to the coronavirus continue to experience disruption and confusion.

You were frustrated with the changes made to your cruise and further annoyed that you had received conflicting information from the cruise company and your travel agent.

I contacted Iglu to see why you were told to pay now when previously advised otherwise.

A spokesperson said: ‘We would like to apologize to Margo for the inconvenience caused in relation to her cruise booking.

“The cruise line considers the ship change to be a minor booking change, as the ship class and guest cabin will remain at the same level.

According to the terms and conditions, cruise lines can make minor changes, therefore consent was not required and the contract remains valid.

“The customer is said to have been notified of this ship change by Iglu Cruise.

“Following news from the cruise line that customers could pay the balance 30 days before departure, Iglu Cruise changed its policy to lower due dates accordingly to allow customers’ money to come in so that the cruise line could be paid on time.

“The customer contacted Iglu Cruise to request this, but was unfortunately misinformed as the agent was not yet aware of the new payment terms. The Iglu Cruise agent has been notified of the change in the cruise line’s booking policy and the specific case of this customer.

“We apologize for the miscommunication that occurred when our payment terms were updated. We have since notified the customer of the correct payment date and hope they have an enjoyable cruise.”

A customer of John Lewis praised the service she received after her Air Pods stopped working

A customer of John Lewis praised the service she received after her Air Pods stopped working

A customer of John Lewis praised the service she received after her Air Pods stopped working

This news means you now have to prepay for your cruise and it’s not where you originally hoped to travel.

But at least you now have clarity and your trip will be a lot cheaper. Let’s hope you can sail into the sunset next month – without further complications.

Touch: This week reader praised Sarah John Lewis for replacing some defective Air Pods.

She said, “I bought Apple AirPods Pro from John Lewis on October 19, 2020. They stopped charging via cable, so I went to the Apple Store and confirmed the port was broken.

“However, they couldn’t help because the one-year warranty ran from the moment the Air Pods were sent to John Lewis, on October 7, so I lost 12 days of warranty.

“John Lewis could have Apple products for much longer and the Apple warranty is getting shorter and shorter without the consumer’s knowledge.

“But John Lewis was brilliant and just replaced the headphones, although I think it should have been Apple.”

It sounds like Apple needs to take a bite out of John Lewis’ customer service.

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