Green Gadgets Refusing to Ship My Order

SueyJitSu on 26/06/2024 - 18:46
Last edited 26/06/2024 - 19:19 by 1 other user

So I recently (17th June) purchased a Samsung Galaxy S23 plus from Green Gadgets.

When the phone arrived, it was actually a Samsung Galaxy S22 plus. So I contacted them through eBay messaging and initiated a return for the correct product. To initiate this, I provided them with photos of the software versions on the Samsung Galaxy S22 plus (which shows the IMEI etc), the packaging it came in, and the box it came in.

Now I have sent them back the phone, they are saying the below…

Please be advised that all our devices are handled by our team and recorded accordingly in our system. Unfortunately, the IMEI XXXXXXXXXXXX that you have provided is not recognized in our records. With that being said, we are unable to accept the device you returned to us.
Please also note that our team has already organized the return of this device to your address.
If you have any further questions, please do not hesitate to contact us.
With kind regards, blah blah blah

So they are refusing to accept the phone that they sent me! Sure I understand that people could try and scam them by sending different phones back to them etc… but that is not the case here. How can I send them a phone, that they never sent me!? If they sent me the right phone, I wouldn't be making a return request.

Any advice on getting this resolved? Should I initiate a refund through eBay and get them involved? Any help is appreciated.

Mobile Mobile Phone Samsung Android

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Comments

  • AngoraFish on 26/06/2024 - 18:49
    +10

    Should I initiate a refund through eBay and get them involved?

    Yes

    https://www.ebay.com.au/help/buying/returns-refunds/returns-…

    • HeWhoKnows on 27/06/2024 - 07:49

      yes,
      Providing OP took photos of the phone being put in the package and can supply the tracking number showing the phone was delivered to them

  • askbargain on 26/06/2024 - 18:50
    +3

    Should I initiate a refund through eBay and get them involved?

    yes

  • MS Paint on 26/06/2024 - 19:01
    +2

    Should I initiate a refund through eBay and get them involved?

    yeS

  • eccaz on 26/06/2024 - 19:11
    +1

    Should I initiate a refund through eBay and get them involved?

    Yes. And you will win.

  • Ocker on 26/06/2024 - 19:14
    -1

    Unfortunately it comes down to your word against theirs.
    They may argue you have switched the product at your end?
    A case of "he says - she says"
    PayPal may well support the same logic

    • eccaz on 26/06/2024 - 19:27
      -4

      PayPal? You’re living in the past homie.

      • Ocker on 27/06/2024 - 18:16

        What a stupid response to a constructive post!!

        • eccaz on 28/06/2024 - 11:01

          The deserved response to an incorrect post. eBay is the first port of call for buyer protection regardless of payment method, and the burden of proof is placed heavily on the seller.

          Being sensitive will get you nowhere.

  • SueyJitSu on 26/06/2024 - 19:27

    Thank you for the feedback. I am awaiting one last response from them. If they don't send me what I actually paid for, then I will initiate a refund ("I didn't receive it" option) through eBay.

  • jv on 26/06/2024 - 21:07

    chargeback…

    • SueyJitSu on 26/06/2024 - 21:10

      Paid with zip. Does that make it easier or harder?

      • jv on 26/06/2024 - 21:10

        harder

        • SueyJitSu on 26/06/2024 - 21:11

          Ta

          • jv on 26/06/2024 - 21:11

            @SueyJitSu:

            Should I initiate a refund through eBay and get them involved?

            Yes

  • AustriaBargain on 26/06/2024 - 21:14
    +1

    Well if they sent you the wrong phone, why would they expect it to be in their records. The right phone should be in their records, they mislabeled a box or someone swapped it without recording it or something happened. Ask to elevate, they should be able to figure out what might have happened if they for a moment stop assuming you're trying to scam them. I bet they get scammed like this all the time so…

    • SueyJitSu on 26/06/2024 - 21:20

      I agree it has no doubt happened to them in the past. The box the phone came in had an asset sticker on it, which was no doubt by them. It had the model name and IMEI of the phone I was supposed to receive. The phone inside that box was different and therefor a different IMEI.
      My last message to them was that there is clearly a clerical error on their side. Someone, whoever is responsible for placing phones inside boxes, has put the wrong phone in the box. Simple error, but not so simple to undo. Especially if the phone which was sent by mistake is actually not in their system at all. Apparently.

      • AustriaBargain on 26/06/2024 - 21:22

        They should want that phone back too. What if it had private info on it, they don't know what phone it is. Could be someone's phone and not just a mystery phone from their inventory.

        • SueyJitSu on 26/06/2024 - 21:24

          The phone was wiped when I powered it on. I went through the setup, without putting any of my accounts or wifi on it, and went straight to the software versions. That's when I realised it was the wrong phone.
          So it was not someone's private phone. It must be from their stock.

          • AustriaBargain on 26/06/2024 - 21:40
            +3

            @SueyJitSu: I guess if someone else received the S23 when they ordered the S22, they aren't going to tell them about it.

            • Mechz on 26/06/2024 - 21:47

              @AustriaBargain: Can request an IMEI block through the telcos though which renders it useless.

              But also the person who ordered the S22 is probably on their records.

              • SueyJitSu on 26/06/2024 - 22:03

                @Mechz: Apparently the S22 is not in their stock records. So they say. That's why they're not accepting it back. It's so odd. A mystery phone lol

            • SueyJitSu on 26/06/2024 - 22:01

              @AustriaBargain: Ya exactly

  • 7ekn00 on 26/06/2024 - 22:45
    -3

    Should I initiate a refund through eBay and get them involved?

    Nah, just complain on OZB, that always fixes the problem …

    • SueyJitSu on 27/06/2024 - 03:16
      +1

      Helpful. Thanks.

  • 2esc on 27/06/2024 - 11:01

    Was it sent to you in a oem box? If so is the box a s22 or s23

    • SueyJitSu on 27/06/2024 - 11:32

      No, it was sent in a generic box.

  • SueyJitSu on 27/06/2024 - 11:42
    +5

    So I initiated a return/refund through eBay. I then spoke to an eBay support person to make sure I had all the details they needed. After a decent chat and review of everything, they have made my case in my favour (as many of you predicted). It just needs to be reviewed and approved from the next level of support/management, since it is classed as a high value item.
    So far so good in getting a refund. Wish I could have just gotten what I ordered though.
    Appreciate the advice from people. Much appreciated.

  • SueyJitSu on 28/06/2024 - 08:39
    +1

    UPDATE: Refund approved and has already cleared. Got my money back.

  • SueyJitSu on 28/06/2024 - 08:40
    +1

    Also, it looks like the S22 plus that they say isn't theirs is on its way back to me. Sooooooooooooooooo… I have a free phone.

    • eccaz on 28/06/2024 - 11:06

      Your lucky day. Though you should probably attempt to return it one last time and keep a record of all correspondence.

      • SueyJitSu on 28/06/2024 - 11:09
        +1

        That is correct

  • seraphim2017 on 26/07/2024 - 11:23

    I always make sure I video opening the sealed delivery box when ordering online (sad but has come in very useful a few times!). Would not have thought to power on a device to check model though so that's interesting as considering same phone from same seller! Wonder if that would've helped your case with eBay?

    • SueyJitSu on 26/07/2024 - 14:18
      +1

      I've never done videos of opening sealed deliveries. Considering it now though haha.
      The main evidence eBay required was my message history with the seller (all done through the eBay app/site), along with a tracking number proving I sent the device back to them and it was delivered (which was all in my message history in eBay with the seller). As soon as the eBay support person could see I had provided a tracking number, the case was pretty much immediately in my favour.

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