eBay Plus Fiasco with Shipping Fees

Lubaid88 on 19/07/2019 - 10:12

Hi everyone,

I would just like to share my experience of the first purchase of as ebayplus member. I hope other members don't have to go through this, esp who are hoping to sign up for ebayplus to get bargains and good customer service. Most likely it was a glitch on the website but their customer service were not helpful at all to resolve the issue. I have amazon prime membership as well and I never faced any issues like this.

Anyways here is my story:

I saw a good deal of Viofo a129 camera but that had shipping fees with it. It stated under postage that shipping would be free for ebayplus members. However, i was still charged for shipping even after signing up for ebayplus.

I reached out to customer service and every time they came with a new excuse. First, they said I made a purchase one day earlier prior to signing up for ebayplus. That's not true as I have the purchase and payment confirmation emails that confirm the date/time of purchase and in addition to that emails confirmation of being an ebayplus member.
The second time, when I reached out to customer service. They said that the item was not eligible for ebayplus. This is also not true because it showed up as ebayplus item when I made the purchase and it also shows up when you search with the filter of ebayplus.
The third time, when I reached they again repeated both of the claims that it might be a not ebayplus item or I might've purchased to prior signing up for ebayplus membership. This time emailed all the proofs and screenshots to them. And at the end they agreed with my claims and responded back with the following email:
/////////////
Good day!
This is a follow-up email from ebay regarding the item you've purchased (372661084747) "Viofo A129 Duo + GPS Dual Lens Dash Camera SONY Full HD Star Sensr 5GHz WIFI" that should be no postage fee as you've signed up to eBay plus prior to the purchase date.

Upon further investigation, we've found out that this is a known issue with our eBay premium department. Don't worry we will help you sort out this issue. We will arrange a call back with our eBay Plus team within 24-48 hours so they can help you regarding the postage cost. Apologise for the inconvenience caused.

Thank you for using eBay!
///////////

One week passed and no correspondence from their side. When I reached out today for the fourth time, against I had to go back and forth to convince them of all the stuff i.e. indeed this is an ebayplus item and I indeed made a purchase after applying for membership. The CSR offered me a $15 coupon valid for 30 days to which I said no thanks as I would at least like a refund. To which they said it need to be approved a manager and they will get back to me. I guess which will take forever.

I know $15 is not much but I have been extremely disappointed and frustrated by their customer service.

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Comments

  • Quantumcat on 19/07/2019 - 10:21
    +8

    The amount would have come up when you went to pay through PayPal so you shouldn't have paid it, and then started asking questions. Not paid then tried to get a refund.

  • ubaid88 on 19/07/2019 - 10:39
    +2

    Not on paypal, as you don't need to login on paypal if you've turned on one touch on ebay mobile app. Main thing is that ebay has acknowledged this glitch however they are not doing enough to help.

    • nfr on 19/07/2019 - 10:52

      eBay Plus customer service was surprisingly helpful when I had to return a defective printer, but that was a few months ago so I guess they've reverted back to the incompetent norm.

    • Quantumcat on 19/07/2019 - 12:30
      +2

      You're saying they don't tell you how much you're paying when you pay? I find that hard to believe

      • ubaid88 on 19/07/2019 - 12:58
        +2

        As this was my first purchase with ebayplus I didn't know how it would work. I though I would just not charge me shipment fee in the final payment.

  • Typical16-bitEnjoyer on 19/07/2019 - 11:11

    Help us out here OP.

    1. Item 372661084747 is not an ebay plus listing.

    2. It's free delivery.

    3. The seller doesn't appear to be a Top Rated Seller nor eligible for auto ebay plus opted in items.

    • ubaid88 on 19/07/2019 - 11:21

      It was showing up as ebayplus when made a purchase and it had $15 shipping fee on it. Have a look here:

      https://ibb.co/1fGMb5X
      https://ibb.co/rk3nLkW
      https://ibb.co/D8PhMpq

      • Typical16-bitEnjoyer on 19/07/2019 - 11:32
        -1

        I highlighted the highly relevant part in your screenshot.

        You sure you signed up or logged in prior? Doesn't look it.

        https://imgur.com/a/p3SPBFF

        Either way, if you don't want to accept a credit (seems fair to me?) just return the item. It's cheaper now anyways. Problem solved.

        • ubaid88 on 19/07/2019 - 11:41

          That screenshot is prior to signing up.

          Here this is going to clarify further.

          https://ibb.co/Mp129C9

          https://ibb.co/ZXBFWqz

          As I said main thing is ebay acknowledged their glitch but they still they haven't done anything to solve the issue other than offering $15 coupon(of 30 days expiry) which I refused.

          https://ibb.co/88g0b8p

          I would've happily accept credit if they solved my issue on first call. Since, this is apparently a known issue to them according they should've acted promptly.'
          IMO, just $15 coupon(with 30 days expiry) is not good enough. A refund would've been more appropriate.

          • Typical16-bitEnjoyer on 19/07/2019 - 11:46
            -3

            @ubaid88:

            That screenshot is prior to signing up.

            That's not what your screenshots show.

            Purchase email screenshot was 9.32am.

            Screen shot at 9.37am of the app shows you're either not signed up or not logged into the app.

            Either way why are you wasting energy and time on this? If unsatisfied just return the item, get a refund, move on.

            • [Deactivated] on 19/07/2019 - 11:56
              +3

              @Typical16-bitEnjoyer: If ebay have admitted this is their issue I don't see why the OP should take credit or get a refund, ebay should simply fix the issue.

              • Typical16-bitEnjoyer on 19/07/2019 - 12:12
                +1

                @[Deactivated]: Of course. I've simply mentioned the easiest solution.

                Not to mention OP will save ~$30 by returning and purchasing at the new discounted price. Plus free delivery so there's no more postage fee kerfuffles :)

            • ubaid88 on 19/07/2019 - 12:03

              @Typical16-bitEnjoyer: Ebay was initially claiming that it is not an ebayplus item. I took this screenshot to show them it is indeed. I signed up and made a purchase on my PC on the given times on other screenshots. When I open the app on my phone I had this on the app(obvious not page was refreshed), I immediately took the screenshot.
              Again my point is ebay acknowledges the glitch.

              Anyways, I will see if I can return get the full refund or not. I don't blame the seller, it is ebay's glitch.

              • Typical16-bitEnjoyer on 19/07/2019 - 12:21

                @ubaid88: So it was purchased on a PC? Thought it was on your mobile as per your earlier post? Even with one touch the entire purchase price and delivery shows on the last screen prior to purchasing on a PC web browser.

                You can understand the confusion when you post screenshots that are unrelated. Especially when you're using a combination of mobile and PC screenshots when you now say it was a PC purchase.

                Anyways, I will see if I can return get the full refund or not.

                Of course you can. Ebay Plus has free returns. Repurchase it and save some money. You were seeking a bargain after all.

                That's the quickest solution.

    • foxmulder on 19/07/2019 - 15:39

      From listing revision history, seller made changes to postage terms in 16 July, explaining how it changed from non free postage to free one.

  • bobbified on 19/07/2019 - 11:48

    …hoping to sign up for ebayplus to get bargains and good customer service.

    Now that you know it's shit, are you going to demand a refund for the eBay Plus membership fee?

    • ubaid88 on 19/07/2019 - 11:52
      +2

      Not going to continue with ebayplus obviously after trial ends.

  • ubaid88 on 19/07/2019 - 17:31

    Issued with a coupon of $15 which has a 30 day expiry and obviously cannot be used with another coupon.

    Asked them again to issue a refund instead to which they came up with a new excuse, that I selected click and collect due to which i was not eligible for free shipping under ebayplus. I am like what on the earth is going on. Every CSR is coming with a new excuse.

  • brokenglish on 19/07/2019 - 21:37
    +1

    I never bought items on eBay through their app. Searching and filtering items seem very clunky to me.
    Sure there is an app but no way the app is as functional as their website.
    Good luck getting your $ back. Chasing $15 is not worth my time and peace at home. Your lesson is don't buy from eBay anymore.

  • the Unforgiven on 20/07/2019 - 11:11

    I have been an eBay+ member for a few months & everytime something crops up (not many times), I just ring them & they sort it out everytime there & then
    Do you ring them?
    How is your feedback score?
    They look back at emails & messages, how is your demeaner in them?
    Sometimes it takes time, s**t happens

  • HeWhoKnows on 20/07/2019 - 20:18

    So ebay offered OP a credit and OP refused????
    Because OP wants to change the way eBay operates?????

    Come on - give us a break!

    Stop wasting everyones time please.

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