Another E-Bay question, delivery problem

[pandora174]

I ordered a new computer through E-Bay for DS. A simple desktop & the cost was $225.00. Seller had great feedback.

The computer was shipped & I tracked it all the way until it was out for delivery on 12/23 with UPS. I received several packages from UPS on 12/23 & 12/24 but no computer. The tracking stayed "out for delivery" I called UPS & they put a "trace" on it & told me to contact the seller. The computer was insured & delivery was signature only.

I did contact the Seller & he said he would call UPS. Well still no computer, UPS won't give me any info because I am not the Seller. The Seller asked me to wait until UPS concludes their investigation. He "thinks" they dropped it off at some other home & it was never scanned as delivered. I understand that but I am out $225 & no computer.

Am I being unreasonable in asking for a replacement or a refund until he gets this issue resolved with UPS. Everytime I call UPS they refer me to the Seller. I send the Seller e-mails & while he is apologetic he wants to wait it out. I don't know what to do ?

Any suggestions

 

[racechick8293]

It sounds as though the seller needs to get the information from UPS and provide you with some documentation on what occurred. It doesn't seem logical that UPS cannot provide the seller with information without conducting an "investigation". I may be missing something, but they either delivered it and obtained a signature, or else they didn't.

If it's been an unreasonably long amount of time that you've been waiting, it may be wise to consider filing a claim with Paypal, as it sounds like the item was not delivered within the stated period.

Honestly, I got so tired of dealing with all the problems related to buying from eBay that I hardly ever do so anymore.

 

[pandora174]

It sounds as though the seller needs to get the information from UPS and provide you with some documentation on what occurred. It doesn't seem logical that UPS cannot provide the seller with information without conducting an "investigation". I may be missing something, but they either delivered it and obtained a signature, or else they didn't.

If it's been an unreasonably long amount of time that you've been waiting, it may be wise to consider filing a claim with Paypal, as it sounds like the item was not delivered within the stated period.

Honestly, I got so tired of dealing with all the problems related to buying from eBay that I hardly ever do so anymore.

Thanks, I've never had this happen before but all it takes is one time. I get the impression the Seller is in no hurry to fix this. I just called UPS & I was told they are investigating because they can't locate the package & it will take them 8 business days to determine if they have it or lost it. If they lost it, the Seller can file a claim, if they find the package they will deliver it. I think I am over Ebay after this one.

 

[horseshowmom]

Thanks, I've never had this happen before but all it takes is one time. I get the impression the Seller is in no hurry to fix this. I'll send him 1 more e-mail since I have no time frame on UPS investigation & then file a dispute through Paypal. I think I am over Ebay after this one.

A few years ago I bought my daughter what was supposed to be a new Dell Latitude laptop with complete care coverage (meaning no matter what the damage or issue, they repaired or replaced it). When I got it, I was unable to transfer the warranty (that was supposed to be assigned to the company I bought it from). Dell said it was assigned to another company.

The company I bought it from had bought it from the other company and never gotten the warranty straightened out. I can tell you for sure that the buyer I got it from didn't seem to be in any hurry at all to fix the problem - kept coming up with new delays. I filed a dispute with Paypal and that didn't seem to get me much of anywhere either - kept dragging it out while the seller "worked on it".

All the while my daughter was having to go without a laptop in college - the pharmacy school required the one we bought, and I couldn't afford to buy another one until I got my money back from the first one.

Finally, a couple of days before my timeframe was going to run out, I filed a complaint with my credit card and suddenly the seller told me to return the product (wouldn't agree to it before that). The seller was very unhappy. Paypal also sent me an email about it (they don't like for you to do that), but I responded regarding the fact that they didn't do anything to help me resolve the issue and that was the end of that.

In all fairness, I have to say that this was before Paypal made the changes they've made that definitely do favor the buyer.

I do want to add though that I went on and got a great deal of an even better Latitude from a different seller on ebay, and I was very pleased with it (saved about half over purchasing it directly from Dell).

 

[sam_gordon]

Thanks, I've never had this happen before but all it takes is one time. I get the impression the Seller is in no hurry to fix this. I just called UPS & I was told they are investigating because they can't locate the package & it will take them 8 business days to determine if they have it or lost it. If they lost it, the Seller can file a claim, if they find the package they will deliver it. I think I am over Ebay after this one.

I don't blame the seller or Ebay on this... it's all UPS. Many companies use "Brown" to ship, so there's no guarantee you wouldn't have had this problem if you had ordered from Amazon (for example).

It's possible the seller doesn't have another identical computer to send you. Even if they did, if they send it to you and then UPS finds the original and delivers it, now you have TWO computers, but the seller only has money for one. I'm not sure the seller could even go back to UPS for a claim on the original because they would have delivered it. You can claim you'd send one back to the seller, but presumably the seller doesn't know you. And who pays for the shipping back?

I agree with the seller on waiting to see what UPS says about where the box is.

 

[lucyem]

I don't blame the seller or Ebay on this... it's all UPS. Many companies use "Brown" to ship, so there's no guarantee you wouldn't have had this problem if you had ordered from Amazon (for example).

It's possible the seller doesn't have another identical computer to send you. Even if they did, if they send it to you and then UPS finds the original and delivers it, now you have TWO computers, but the seller only has money for one. I'm not sure the seller could even go back to UPS for a claim on the original because they would have delivered it. You can claim you'd send one back to the seller, but presumably the seller doesn't know you. And who pays for the shipping back?

I agree with the seller on waiting to see what UPS says about where the box is.

I totally agree with this. You are going to have to wait and see what happens next. UPS is still recovering from the holiday and even if the seller called before Monday the 27th no one would have been able to do anything until Monday morning. If it then takes UPS 8 days they are still in their time period for looking. My guess they mean 8 business days. Monday-Friday which would put 8 days to next Wed or Thurs depending on whether they count Friday this week as a holiday. If when the 8 days is up if you are not happy with the conclusion then file a complaint with paypal. I am also not sure you can file a claim yet with paypal. There is usually a certain number of days before you can and IME they are going to wait for the results from UPS as well.

 

[pandora174]

I feel better that I know a timeframe. When I e-mailed the Seller he was basically giving me the run around & to wait it out but never told me how long even when I asked. Today for the first time someone told me the 8 days which I agree is not unreasonable.

Now why couldn't UPS of told me that when I reported the issue on the 24th or when I called 3 days later I don't know When the time is up & they have concluded their investigation which should be by next week then hopefully they can locate the item (though I get the feeling it's lost) or otherwise the Seller can file his claim through UPS & either I'll get my $ back or the computer.

We'll see.

 

[kathyell]

It has been my experience that UPS is EXTREMELY pedantic about who they will talk to about misdirected or missing packages. Did you know that if you ship through a shipping store, including the UPS branded stores, that YOU are not the shipper? The store is the shipper. Unless you go straight to a corporate UPS office or use their service where their driver picks a pre-paid package up from you, you are NOT the shipper. That means UPS will not talk to you directly.

(Can you tell that I think it's ridiculous that you can go to a store that says UPS in the store name, and yet you still can't get information about your own packages once you've shipped them?)

Your seller probably shipped through a store and UPS is probably not even dealing directly with them. The seller is probably getting information through whatever shipping store they shipped it through, and that may be causing some of the delays or lack of information you feel you are getting from your seller. They might be waiting on someone else to get the info for them and the store might be dragging their feet or too busy to call.

This is really unfortunate and I'm sorry this happened to you. I hope it all comes out okay and soon.

 

[ShelsGoingToDisney]

I feel better that I know a timeframe. When I e-mailed the Seller he was basically giving me the run around & to wait it out but never told me how long even when I asked. Today for the first time someone told me the 8 days which I agree is not unreasonable.

Now why couldn't UPS of told me that when I reported the issue on the 24th or when I called 3 days later I don't know When the time is up & they have concluded their investigation which should be by next week then hopefully they can locate the item (though I get the feeling it's lost) or otherwise the Seller can file his claim through UPS & either I'll get my $ back or the computer.

We'll see.

I am guessing UPS doesn't feel the need to tell you anything because in their eyes their customer is the seller.

If it had been delivered and a signature obtained they would have given this to the seller. I am guessing the seller is probably as upset, maybe more, that you. He's sitting there scared he's out the computer and will have to possibly refund, not to mention worried about his feedback. And really it sounds like he shipped as promised and did everything he could. UPS is the one who dropped the ball here. It could just as easily been Amazon, or any other website. No matter who it is they would have to get the info. from UPS and it sounds like it is UPS that is lost so to speak! They have no clue where the box is so they are being evasive while they search.

Give the seller the time. Sounds like they are communicating with you and trying their best. Even if you file a Paypal claim I doubt anything would happen because the seller can provide tracking info that shows he mailed it and it hasn't been delivered. Paypal would just make you wait it out as well. But by doing that they'd probably freeze seller's acct and therefore making him mad at you and less likely to work nicely KWIM?

Since the seller is following up and communicating with you I am sure the seller will file the claim as soon as they can and then refund you when they get it. Be happy it's not USPS, then you'd have to wait 30 days before you can file a claim!

 

[hipchickie]

I don't blame the seller or Ebay on this... it's all UPS. Many companies use "Brown" to ship, so there's no guarantee you wouldn't have had this problem if you had ordered from Amazon (for example).

It's possible the seller doesn't have another identical computer to send you. Even if they did, if they send it to you and then UPS finds the original and delivers it, now you have TWO computers, but the seller only has money for one. I'm not sure the seller could even go back to UPS for a claim on the original because they would have delivered it. You can claim you'd send one back to the seller, but presumably the seller doesn't know you. And who pays for the shipping back?

I agree with the seller on waiting to see what UPS says about where the box is.

I am not a big fan of UPS, among many, many things they have damaged or lost that I shipped, they also delivered the wrong package to me one time - right address, completely wrong town/different zip code. When I called them to ask if a driver to pick it up, they told me just to keep it!! That "the buyer would complain to the business, the business would reship, insurance would cover it, and everyone would be happy"
I ended up finally just calling the real recipient and they came and got it.

 

[seashoreCM]

If a deadline for filing a claim with a credit card company or Paypal is coming up, file the claim punctually even if there are investigations in progress or other irons in the fire.

 

[bumbershoot]

Traces can take much longer than 8 days, and as far as I ever knew about them, they cost the seller money as well. (it's why amazon doesn't use the service, they just replace the item and assume (correctly, most of the time) that the item will show back up eventually)

8 days might turn into 8 business days, so I would be ready to file with paypal/ebay, just in case...

 

[cvjw]

I am a new seller on Ebay, and just had a very similar problem. I shipped out a Pandora bead via USPS to a buyer on 12/6. I put tracking on the package, but no insurance. A week later, the package wasn't delivered, the tracking hadn't been updated by USPS, and my buyer wanted to know where the package was. I had nothing to tell her but "in transit" and hope for the best. She was wanting a refund, but I knew that as soon as I refunded her the money, the bead would show up. I would be out the bead, the shipping, the amount refunded, and all of the ebay/paypal fees. She ended up being patient, and the bead showed up 2 1/2 weeks later. I bet if you can be patient, the computer will eventually show up. FYI, I think that if you file a claim with ebay or paypal, it will take some time to come to an agreement with the seller. I read somewhere 30 days when I was researching all of the rules about refunds if an item doesn't get delivered.

 

[JB2K]

Not a big fan of "Brown" -- in fact, I prefer FedEx Ground/Home Delivery for all of my domestic eBay business.

I normally schedule a pickup through the FedEx website, and they take care of everything...