eBay Wrote:From: col2172
To: chrisrx718
Subject: Details about the item: col2172 sent a message about Lulu Guiness Small Black Handbag Genuine #130759293836
Sent Date: 14-Sep-12 20:42:33 BST

Dear chrisrx718,

Hi Chris

I have received the bag today thank you but there are some issues -

1) You say the bag is genuine but I dont think so as I have a number of Lulu Guinness items and this is very poor quality. Also the small tag has slightly different engraving compared to genuine items

2) You say bag has only been used twice and only has tiny scuffs on bottom but the handle and trim is worn and the bow is scuffed and misshapped in places.

I do not want to leave negative feeback without first contacting you and trying to sort out what you are willing to do to resolve matter. I also think I have a case to contact customer disute centre as the items is certainly not as described

I have bought a lot of items from ebay and this is first time I have had to do this so it is certainly not something I make a habit of nor want to do

Regards

Donna

From: chrisrx718
To: col2172
Subject: Re: Details about the item: col2172 sent a message about Lulu Guiness Small Black Handbag Genuine #130759293836
Sent Date: 14-Sep-12 21:08:10 BST

Dear col2172,

Hi Donna,

We know the item is genuine and a relative probably even remembers buying it. With regards to wear, it was sold as used and the visible markings were photographed as best as I could.

You are welcome to return the item through the eBay system for a full refund.

Regards

Chris Roullier

- chrisrx718


From: col2172
To: chrisrx718
Subject: Re: Details about the item: col2172 sent a message about Lulu Guiness Small Black Handbag Genuine #130759293836
Sent Date: 15-Sep-12 08:55:59 BST

Dear chrisrx718,

Hi Chris

Thanks for coming back to me...

I would like to return item please. I have looked this morning but because you havent a return policy it wont let me request a refund. Can you initiate anything from your side?

Thanks

Donna

- col2172



From: chrisrx718
To: col2172
Subject: Re: Details about the item: col2172 sent a message about Lulu Guiness Small Black Handbag Genuine #130759293836
Sent Date: 15-Sep-12 11:06:04 BST

Dear col2172,

Donna,

There is nothing I can do from this end. I believe the correct procedure is for you to open a dispute with PayPal to take things further. You will need to provide them with evidence as to why the item does not match the description it was sold with. It may take a couple of weeks to process.

Chris.

- chrisrx718


From: col2172
To: chrisrx718
Subject: Re: Details about the item: col2172 sent a message about Lulu Guiness Small Black Handbag Genuine #130759293836
Sent Date: 16-Sep-12 21:07:21 BST

Dear chrisrx718,

Hi Chris

I have looked in to it and if you agree to refund the bag I dont need to open a dispute.

The easiest way I have been told is if I post item back (will do recorded)to you and then send you an invoice through paypal for £50 then you can repay me through paypal when you receive bag.

I am away from tomorrow but if this is ok with you I will post it tomorrow morning and raise invocie and then you can sort out your end when you can to repay me. At least you will have bag back quicly to relist if you want to.

I really appreaciate you refunding me and wish you luck with your new baby!

Kind Regards

Donna



- col2172


Dear col2172,

Donna,

Unfortunately we are in disagreement about the item matching the description,

I have said that you are entitled to a full refund (for whatever that may be) using the eBay system - but I don't have a returns policy. The only way this is going to work is for you to open a case with PayPal and dispute the item description.

I tried to photograph every detail and signs of wear as best as possible and the item is/was listed as 'used' condition - if you had wanted an 'as new' bag I don't doubt it would have cost significantly more than the £50 you paid for this bag. As new these are £325 bags as I'm sure you are aware!

If you intend to return the item outside of eBay then unfortunately I will not be willing to pay any invoices you send - I have paid for eBay fees and express postage which was above and beyond the cost I had listed - this was because you insisted on having the bag prior to your holiday.

I have been as accomodating as possible but please be aware that threatening a seller with negative feedback whilst trying to work to a resolution which best suits you is grounds for a ban from eBay and any negative feedback can be removed.

You were under no obligation to purchase the handbag from me - it was a choice you made yourself. If you wish to reclaim your money without starting a dispute you can try listing it yourself.

Regards,

- chrisrx718

(17-09-2012, 02:37 PM)cwspellowe Wrote: To be fair, I'm with car on this one. If she has reason to believe its a fake it's up to her to prove so. It was sold in good faith and tbh it sounds to me like she's abusing the system because she maybe wanted one in a1 condition. That's why eBay now has an "as new" condition to list under. eBay's second hand description states that it may have signs of cosmetic wear but is still fully functional.

In my eyes, the item's as described and very much sold as seen. The bag was photographed pretty comprehensively and as such the onus is on the buyer to decide whether to bid or not.

The fact he previously said he'd refund it is irrelevant, I've refunde stuff before just because I cba with the hassle. Playing by eBay rules though he doesn't have to, if she's not happy that's her problem for buying second hand goods.


He's not a high street shop and has no returns policy as such. He also showed a photo of the label so if she's an expert on these things she could have verified the legitimacy of the bag before bidding.

Sounds like a chancer IMO.

eBay f*cktards Wrote:Details:
Decision:
This case has been decided in the buyer's favour.

Comments:
The buyer has been asked to return the item to you. Once the tracking information shows the item has been delivered to you, the buyer will be issued with a full refund.

You can also view the details of this case in the Resolution Centre.

me Wrote:Hello Sir/Madam eBay Customer Support Person,

I would say I'm delighted to hear that you have sorted this out but in all honesty it is a cock-up of major proportions but fully expected from eBay's track record of incompetence.

Now, I have noticed that immediately after my 'case' was opened by the buyer the moneys were deducted from my PayPal balance immediately, putting it into negative balance. Once this had occurred I was unable to use my PayPal account, therefore rendering it useless as it refused to check-out despite having funds from other sources available.

PayPal asked me to re-imburse them for the moneys which disappeared from my account which I have processed by means of bank transfer but as we speak my account is still showing a negative balance.

I have made purchases since this dispute using my eBay account however I have been unable to pay for them because the poorly-designed system is preventing me from paying.

I have already re-imbursed PayPal (a sister company to eBay let's not forget) for the full amount, are you now asking that I re-imburse you again for the same amount, or will this situation rectify itself?

Finally, I must ask why eBay offers sellers to describe items with 'returns not accepted' when it is clearly the case that this is a fallacy - all items can be returned by an over-riding system you affectionately label "eBay Buyer Protection" whereby even if you have bought an item which is sold as described you can still return it to the seller if you kick up enough of a fuss.

What is the point? Has anyone at eBay even looked at my case? Buyer buys handbag, in used condition, then returns it, because it's in used condition?

It clearly is a system which is ultimately flawed and doesn't work - certainly not for a buyer like myself.

I look forward to your answers, I fully expect that they will be copy-pasted from your literature but would appreciate it if you could at least sign them with a name which will make me feel like they are a bit personalised.

Yours (un)faithfully,

Chris Roullier