Complaints

This profile includes complaints for eBay Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  eBay Inc.

  2065 Hamilton Ave San Jose, CA 95125-5904

  
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  eBay

  241 South Main Street Apt 1 Newmarket, NH 03857

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  eBay Inc.

  2300 Traverwood Dr Ann Arbor, MI 48105-2196

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  eBay Inc.

  52 Henry Street, 3rd Floor Detroit, MI 48201

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  eBay Inc.

  2817w.45th street jacksonville, FL 32209

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** See Attachments***

  Business Response

  Date: 07/25/2022

  Hello *******,
  
  Thank you for the opportunity to address your complaint through the BBB.
  
  I understand you purchased an emergency parking brake and didn't receive the part because it was returned to the seller. Now you are seeking assistance in getting the part. I'm happy to assist.
  
  After review of your account, I see you contacted Customer Support in May about the transaction, and started an item not received claim. You communicated you preferred the item in lieu of a refund and the seller seemed willing to assist. However, the case timed out and expired after no further activity.
  
  While we recognize the urgency and desire to receive your product, please understand that eBay doesn't have the ability to force the reshipping of an undeliverable item. If eBay is asked to step in and act, we are only able to provide a refund as we never come in contact with the products exchanged during transactions. It doesn't look like your case was ever escalated after the initial seller make it right timeframe. eBay will not take action unless a member escalates the case.
  
  We are currently outside of our normal eBay Money Back Guarantee protections and I'm unable to appeal the claim. However, I have provided you with a refund for this purchase so you can buy the item from a different seller. This refund should reflect back to your original payment method within the next 3 to 5 business days. If you don't receive these funds by August 1st, please let us know so we can investigate the payment.
  
  We once again thank you for taking the time to share your experience with us. Wishing you the best.
  
  Respectfully,
  ***********************
  eBay
  

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold two items on ebay, one on June 18th and one on June 24th. Both items were confirmed as delivered through tracking numbers, yet ebay still has a hold on my funds.
  
  I received at least 5 messages from ebay asking me to provide information and documentation. I responded to EVERY request and provided all the information that was requested. As of June 18th 2022 I have sent them a picture of my ID, a bank statement, utility bill, and an invoice proving that I purchased the items I sold no less than 4 times. Each time I would receive another message requesting that I send the documents again, but with no explanation.
  
  On July 18th I received a message from ebay informing me that my account was permanently suspended from selling because "I was in violation of ebay policy and that I posed a risk to the ebay community". This was after giving them every bit of information they have requested, including documents with personal information. I spoke with a customer service agent via chat who told me that because my account was banned from selling that my money will be held an additional 72 days. After already being held since mid June.
  
  The ONLY thing that could have been flagged during the process is that I used UPS to to deliver the item instead of USPS because I was having issues with the shipping label being for the wrong weight. I provided the new tracking number to EBAY for UPS and confirmed that the item was delivered and received an positive review.
  
  I am submitting this form NOT because my account was suspended from selling, but because this company is holding my money for items that were sold and confirmed delivered.
  
  Ebay had no issue taking the fees in a timely manner but feels the need to hold my money for what will be over three months by the time the money is supposed to be released.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello *****,
  
  Thank you for the opportunity to address your complaint through the BBB. We understand the main purpose of selling on eBay is to make a profit and have income and are sorry to hear the process for reinstating your account has been so difficult. That being said, we want you to have access to your money as soon as possible and are happy to investigate your complaint.
  
  Upon investigating your account restriction, to maintain a safe trading environment, we frequently review buying and selling accounts for potential risk. This is in part, so we can continue to identify users who may want to harm our community. When your account was reviewed previously, we found it may pose a potential risk to our platform and made the decision to suspend. What we can tell you is that we look at several factors and consider all variables before deciding to restrict or suspend an account.
  
  Now for the good news, we completed a thorough secondary review of your account and were able to determine the factors our system and agents identified as a risk on your account were able to adequately be explained enough for us to feel confident about you selling on eBay. Therefore, we've reinstated your account.
  
  The payments portion of your account is now active and should initiate a payout to your linked bank account within the next 2 to 4 business days.
  
  We appreciate your patience and cooperation in providing the requested documents and are glad we could assist in reinstating your account. Wishing you the best.
  
  Respectfully,
  eBay

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by ebay after selling items to process a 1099 form, which I did. They continued to hold almost $1,000 of my money without releasing it. Kept making excuses.
  
  Next thing I know, after 9 years of being on ebay I was suspended permeantly without warning and without explanation.
  
  I contacted ebay and spoke with a supervisor who told me that my account would be reinstated within 48 hours and they have not followed through. They also refuse to give me my money and keep closing chats and hanging up on me.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello******,
  
  Thank you for the opportunity to address your BBB complaint today. I understand that this has been a frustrating experience for you, and I appreciate your patience.
  
  
  
  However, I cannot associate your email address and contact information that you cited within your correspondence with any eBay account. That said, our Privacy Policy prevents me from discussing this account's details unless I can verify that I'm speaking with the account owner.
  
  
  
  Please keep in mind that because you are using an outside source rather than our eBay supported communication channels, our verification process does require that at least 3 pieces of personal information (Name, Address, Phone Number, and/or Email Address). In cases where the information doesn't match, we cannot verify account ownership or release specific account information.
  
  Please reply to this email with the following account information, so I may confirm the rightful owner's account to further this conversation with you.
  
  
  
  - User ID
  
  - Registered phone number
  
  - Registered email address
  
  - Registered shipping address
  
  - Registered first and last name on file
  
  You can view more information regarding our Privacy Policy at the link listed below:
  
  http://pages.ebay.com/help/policies/privacy-policy.html
  
  
  Best Wishes,
  
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Username - **********
  Phone - ************
  Email - ***************************
  Address - ***************************************
  Name -****** ***
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  Hello******,
  
  Thank you for the opportunity to address your BBB complaint. We appreciate your patience in awaiting our response. I certainly understand your concern and urgency regarding your account status and your payout. I know that this has created a frustrating and challenging experience.
  
  To ensure we look out for the best interests of the eBay Community, we routinely review both buying and selling activity on our site. This process ensures that eBay members are conducting themselves per the online practices we expect within the eBay Platform. In situations in which we can identify concerns with a member's behaviors, we will review the account and take the appropriate action under our User Agreement.
  
  While I recognize you are seeking more details on the outcome of our investigation. Please note our investigation process is proprietary and protected by eBay. We do this in part to prevent circumvention of our policies and keeping the eBay community safer. Please understand that we will review members' accounts for behaviors that may not be aligned with or concerning to our platform.
  
  We have reviewed the account again, along with the documentation that you provided and granted your appeal. You can now use eBay freely again. I confirmed we sent your payout to the bank account you elected.
  
  I understand you indicated you did not receive excellent customer support while trying to resolve this matter. I will review your customer support contacts for any coaching or training opportunities. We appreciate you bringing this to our attention.
  
  We truly appreciate your business and appreciate your patience while we investigated this matter.
  
  Respectfully,
  
  eBay
  
  

• Initial Complaint

  Date:07/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  eBay is withholding $5000 from me and won't give me a reason why.
  
  I've been an eBay seller for 7 years now, with no issues. I recently sold an Apple laptop on 5/27/22 worth over $5000 (buyer received item and rated me very positively - "Literally perfect. As described. Fast shipping! AAA+++"), and eBay flagged my account with a temporary restriction and asked for more information. I uploaded multiple versions of the documents they asked for, two separate times, and was then placed on an indefinite selling restriction that I'm told I can't reverse.
  
  I've had no previous eBay issues, and the documents I uploaded to verify identity and address are the same documents that I just used less than 30 days ago to move into a new apartment, and to start a new job. I've called eBay customer service almost every day for the past two weeks, and I've been told 3 separate times that I would receive a callback from a supervisor - no callback. They've given me no understanding as to why the documents I've provided were good enough for my state-compliant apartment complex and my publicly traded company, but not good enough for their verification process. Will not point to anything specific, and they keep being very vague and disconnecting from me when I ask further questions. My money has been on hold for 50 days.
  
  I was referred to the ebay Facebook messenger service, where they told me: ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  I currently have $4,448.91 on hold, yet to be released, and still have not been given a reason as to why.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello,
  
  Thank you for the opportunity to review your BBB complaint.
  
  I have reviewed your complaint at the highest point of escalation and I can understand why you may be frustrated with the hold on your funds.
  
  As you have been advised, in order for eBay to remove the restriction on your account and release the funds, we require specific documentation from you as evidence that you are the outright owner of the sold item. If you can submit evidence from the retailer that the item has been paid for in full, eBay will be able to revisit this for you.
  
  Once you have that documentation, please upload it to your account using the following link ********************************************************* and we will be more than happy to complete the investigation with your impute.
  
  We trust that we have made our position in this matter clear. If you require further assistance with the above request, please contact customer service directly who would be in the best position to assist you in real time.
  
  Regards
  eBay

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in December of 2020 I sold a ******************** card through Ebay for $1858 USD. The buyer reported to Ebay that they never received the card and Ebay sided with the buyer and took the money from my account and refunded the buyer. Consequently I was out the money and the card. I recently discovered the buyer did receive my card and has it relisted on Ebay. I contacted Ebay and a representative said that there is nothing Ebay can do. Ebay enabled this fraud to happen and won't do anything to help me.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello *****,
  
  Thank you for the opportunity to address your *** complaint. We appreciate your patience in awaiting our response. I certainly understand your concern regarding the baseball card you sold. I'm sure that this entire experience has been challenging and created a lot of frustration.
  
  I went back through some of your previous customer support contacts to find out more about what took place. I found the card you listed and sold. From what I gathered, you shipped the card without tracking information? We rely on tracking to know if packages are delivered. We also require signature confirmation on all items sold that are $750.00 or more, otherwise seller protection is voided.
  
  I also looked for the same card you sold to see if it was re-listed and could not find it. Please provide me with the link for the listing and I can look? If that is the case, we could review the account selling the card and see what options there are.
  
  I'm sorry that I do not have further information that I can provide you.
  
  Respectfully,
  
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  Here is the current listing.
  
  
  
  *********************************************************************************************************************************************************************************************************************************************************************************************************************
  
  
  
  Kind regards,
  
  
  
  **********
  
  
  
  *******************************
  
  
  Business Response /* (4000, 9, 2022/08/12) */
  Hello *****,
  
  We appreciate you taking the time to respond to us. While we can confirm the information provided was correct, we recognize there are lingering concerns and want to provide additional context.
  
  Because there was no tracking, we aren't able to confirm the item you sold was ever received by the buyer. While the buyer may have a card listed similar to the one they previously purchased, we have no way of verifying if it's the same card or one they purchased from another seller or on another site. At the time we made the case decision, there was no proof the item was delivered to the buyer. It processed the case according to our site policies and User Agreement.
  
  I know this is not a desired outcome and is very frustrating and upsetting. We don't have any additional options surrounding this matter. As I previously mentioned, it's important to add and upload tracking to items you sell. Anything sold at or over $750 needs to be shipped with signature confirmation to remain eligible for any kind of eBay protection.
  
  Respectfully,
  
  eBay
  
  

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account has been put on restriction, because of "Shill Bidding" When I don't even know what that means, I called and told them to explain they couldn't explain. They told me to wait until the 3 days are up. This is unacceptable. I Need answers, Or ill delete my account.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello ****,
  
  
  Thank you for the opportunity to address your BBB complaint. We understand you have concerns regarding your account status and recent selling restriction. We are happy to address your concerns.
  
  To begin, it sounds like your recent eBay and eBay Customer Support may not have met your expectations. As a company that strives to provide exceptional service, firsthand accounts such as yours help us to identify areas of opportunity within the business. Thank you for bringing this to our attention.
  
  After a thorough review of your account history and details, our records confirm the temporary, 3-day restriction was valid, in accordance with our eBay User Agreement. While we can understand the concern, this 3-day restriction is considered a first warning and no further restrictions will follow as long our seller guidelines are followed. Please allow us to elaborate.
  
  The eBay User Agreement states that we may suspend, restrict, or terminate user accounts if we believe you're creating problems, possible legal liabilities, or acting inconsistently with the letter or spirit of our policies.
  
  If we were to determine a trend of concerning selling behavior, we may revoke your selling abilities indefinitely, and decide that your business may not be right for the eBay marketplace. At this point, you would not be allowed to list or sell items moving forward. In addition, you may not open a new account to sell items on, as that account will also be subject to an indefinite selling restriction.
  
  Please know that we do not make decisions to restrict a member's ability to sell lightly. We do this with the entire eBay community in mind, and we are sorry that we're unable to continue our relationship with you.
  
  Lastly, we would suggest reaching out to our Customer Support via our Help & Contact pages. Once reached, we can verify your account and explore further possible assistance regarding your account status.
  ******************************
  
  ****, while we understand these might not be the answers you sought, we want to thank you for the opportunity to address your concerns. We hope you might reconsider exiting our platform. However, whatever your decision might be, we wish you the best.
  
  
  Respectfully,
  
  eBay

• Initial Complaint

  Date:07/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold an item to a customer. The item went through. The Authenticity Guarantee program. It needs to be shipped to eBay's 3rd party authentication partner for inspection before delivery to buyers. It passed and was shipped, so Ebay did not let me communicate with the customer. The customer decided to return them, stating they were too big. The customer was not allowed to ask me what address to return them to and did not ship them from where I shipped them. Ebay, also did not ask me. Ebay shipped them to a different address than I shipped them from, so I never received them back and automatically returned the money to the customer and charged me for the item. I submitted an appeal, and they denied it saying, "After reviewing this case, we decided to keep the original outcome, "We weren't able to grant your appeal because you provided the wrong return shipping address." Even though they never asked me and there was no communication."
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello ********,
  
  Thank you for the opportunity to address your complaint through the BBB. We appreciate that you have chosen to sell on our eBay platform and are sorry to hear both your sale and return did not proceed as expected. We're happy to review the return for the order and see if we can help.
  
  Looking at the return and your account settings, we see the reason given for our case decision is accurate. As stated in our eBay help pages, if a buyer opens a return for a buyer remorse reason (they changed their mind about the purchase, don't like the fit, etc.) out system may auto accept a return and provide a return label on your behalf *************************. This is what happened with your buyer's return. And unfortunately, there wasn't an up-to-date return address on your account. As a seller, when a buyer opens a return, the return address defaults to the return address you have on file in your account settings. If a seller has not designated a default return address, our system will use the seller's registration address in its place since it's assumed that is a up-to-date location where the seller can be reached. During our investigation, we were glad to see you recently updated your return address for possible future returns.
  
  In your complaint, you mentioned you wished you had been contacted about the return address. If you would like more time to look at returns and be able to update the auto generated return labels or provide your own labels--you may want to revise your return preferences to select that option. To do so on a computer, go to your account tab, click on the "Selling preferences" link and then on the blue "Edit" link to the side of "Return Preferences". On this page, you will want to check the box for "Give me the option to add an RMA (return authorization number) to each return label. With that activated, future returns will delay any label automation and allow you 1 business day to react to buyer remorse returns and provide a label or 3 business days for item not as described or damaged item returns.
  
  We hope this information helped clarify why your return processed as it did and sets you up for future success. Once again thank you for taking the time to share your experience with us and we wish you the best in your future sales and transactions!
  
  Respectfully,
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The item was returned to the company. I noticed this in the tracking. I had to reach out to the company to ask for my item back, they did not reach out to me. They then said they would return it only if I paid shipping. I agreed and paid. When I received it part of the item was missing. I contacted the company again. So they called me. I answered and when talking they told me well perhaps we can provide a partial refund because we not force the buyer to return it. I will contact you again. I noticed I had a missed call but I have not heard back from them again. A voicemail that said I could follow-up but provided no details how or what they planned on doing. The last call they said they would let me know what they would do. This was several days ago and no email follow-up. Just a general how did we do survey but no email with a resolution.
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  Hello ********,
  
  We appreciate you taking the time to respond to us and for taking our call earlier today (August 5th, 2022). We are glad to hear you were able to recover the returned shoes and understand your disappointment with the missing authentic brand bag that was included in the sale.
  
  Since you had not received an update from the Authenticity Guarantee program, we reached out to our contacts and discussed the return and the missing bag. It appears the buyer most likely has the bag and unfortunately at this point we cannot force them to return it since they have already been refunded. However, you should still be able to message the buyer to see if the bag can be recovered. To do this, first locate the buyer's purchase order. Then you can click on the down arrow next to the "view order details" on a computer to bring up a dropdown menu when you can select to contact the buyer. If you Just in case they kept the bag on purpose or are wanting to use it for other means, we have made sure to report their account to our risk team for investigation.
  
  Since we know a missing bag impacts the value of what you could resell the shoes for, we definitely wanted to help you have a more positive experience. Chatting with the Authenticity program and speaking with you on the phone, we decided a reimbursement of $50 would be an appropriate resolution for the missing bag. That refund has been initiated and will process back to you within the next 3 to 5 business days. You can verify the processing of this refund by visiting your "Payments All Activity page" ******************************************. Looking at this page, it appears we previously sent out a payout for the sale of the shoes to your bank account and have yet to recoup the funds after we refunded the buyer on your behalf. So, the current negative balance on your account ($207.52) will decrease by $50 with this refund.
  
  We thank you for your patience and appreciate your cooperation as we investigated this return for you. We are glad we could reimburse you for the missing bag and hope the
  
  We appreciate you providing us the opportunity to clarify this matter further and wish you all the best.
  
  Sincerely,
  
  eBay
  
  
  Consumer Response /* (2000, 11, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes, however, when is some misunderstanding above. When there is transactions between eBay and the buyer, the seller is no longer able to contact the buyer. Even before this issue occurred, I tried to contact them to tell them I contact the buyer to tell them I sent it. When eBay handles the transaction between us, to verify the Authenticity Guarantee, they do not allow us to communicate anymore. However, yes, they did provide me the partial refund they tell me above and I eventually did get my shoes back after they received at their facility, they sent them back to me.

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and was charged $95.02 for a pair of exhaust tips for my 1968 ******* on 6/30. On 7/2 I received a tracking email from FedEx saying it could not be delivered because the Business was closed could not gain entry. I immediately went to the Fed Ex office told them what happened, I live in a secure Apt building, gave them the entry code and my phone number in case of any problems. They told me that they would have it delivered tomorrow. On Tuesday 7/5 I received a tracking email saying my package had been delivered, I was home at the time, and it was not delivered. Again, I went to FedEx, on my way I saw the delivery driver 1 block away, so I pulled over and asked him about it, he told me it was not on his delivery sheet and gave me the direct number for the FedEx office handling this delivery. I called them and they told me they would look into it and call me. The next day I hadn't heard from FedEx, so I called them, they told me that it was not on the truck and there was nothing more they could do, that I needed to call the seller and they gave me the phone number. I called ******** *******, the seller on Ebay, and the lady told me this happens all the time to give it till Friday and id I don't receive it to call them back. On Friday 7/8 I still had not received the package, so I called the seller back. She told me to lodge a complaint on Ebay, and she would check with FedEx and call me back. 10 Days later today 7/18 I still hadn't received my order or heard back from the seller. So once again I called the seller, this time she said there was nothing they could do, I already launched a complaint with Ebay, and it was up to them now. She also said these things don't get fixed overnight. I told her that FedEx would only speak with the seller and not me, and I need this order to finish the job I'm working on. She said there was nothing she could do, that if I need it order it again. Ebay cancelled the order and denied a refund even though they guarantee deliver
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 6, 2022/07/30) */
  Hello ******,
  
  Thank you for the opportunity to address your BBB complaint. We appreciate your patience in awaiting our response. I certainly understand your concern and urgency regarding the exhaust tips that you purchased and never received. I know this is unexpected and has created a poor experience.
  
  First, I don't agree that this happens all the time. I am not sure what took place regarding your package and why you didn't receive it. Allow me to provide additional clarification when situations like this occur.
  
  Per our eBay Money-Back Guarantee, buyers are protected if they receive an item that is not as described or the item never arrives. The seller can choose whether to accept returns in situations of buyer's remorse; however, if the item arrives damaged or defective, is not as described, is missing parts or pieces, or is the wrong item, buyers may return it regardless of the selected policy.
  
  You'll find complete information on eligibility and coverage regarding our full eBay Money-Back Guarantee here: https://ebay.to/3rAGN9C.
  
  There are many variables based on what took place. Because we never actually come in contact with the item delivered, we rely on the tracking number provided by the seller that confirms that the package was delivered to the address you provided at check out. Since the FedEx tracking confirmed delivery, we closed the claim in the seller's favor. What took place next was we issued you a courtesy refund, assuming the item was mis-delivered or stolen from where it was delivered. We can only issue one courtesy within a 12 month timeframe.
  
  I would continue to work with FedEx to better determine where the package was delivered. You can always provide the seller with additional instructions, such as requesting signature confirmation. Most sellers will agree to that as long as the buyer covers the additional charge.
  
  Should you have any other questions or concerns, please don't hesitate to reach out to Customer Support through our Help & Contact pages. To reach our customer support, please visit the following page: https://www.ebay.com/help/home.
  
  We appreciate your continued support and trust you will find this information helpful.
  
  Respectfully,
  
  eBay
  
  
  Consumer Response /* (2000, 7, 2022/07/25) */
  Complaint has been resolved by Ebay, they issued a refund. Thanks for your help in this matter.

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently do not have the item I ordered under order ******************************************************************************************, the item has been returned to the sender on June 8, 2022 at 11:35 am. Since then, I have not received a refund for my order. I have submitted several return and appeal requests, all of which were denied. eBay customer service is very unwilling to help as they have been telling me to wait 7-10 business days since June 19, 2022 (it has been 21 business days as of today) for the decision of some back office team that they have no way of contacting directly. Currently, the seller has the item I ordered and my money. I would like to be refunded the full amount of $332.65 for not receiving the item I ordered.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello *****,
  
  Thank you for the opportunity to address your complaint through the BBB. We are sorry to hear you no long have your eBay order nor the associated funds for your purchase. We definitely want our buyers to have the money they are owed and are happy to investigate this return for you.
  
  Upon reviewing your item not received case and return for order number **************, we see you returned the Yeezy shoes by refusing the order delivery. With our eBay Money Back Guarantee policy, refusing the delivery of a purchase can void your protection as a buyer (please see our eBay Money Back Guarantee policy ****************************************************************************************). If opening an eBay return, we expect our buyers to accept the orders shipped to them, inspect them, and then to use a new shipping label to return their items. There are few instances where a delivery refusal is acceptable and those are if the parcel was damaged during shipping, the item arrived with an unexpected postage charge, the item arrived late and it is no longer wanted, or a seller instructed a buyer to refuse the parcel. Unfortunately, the reason for your refusal is an unprotected one and consequently voided eBay mediation on your behalf. In situations like this one, the seller can still choose to work with you, but eBay cannot force his cooperation.
  
  Looking at the return reason for the shoes, we understand your hesitancy with accepting the order, especially since the seller was unresponsive to your question about the package visiting an authenticator. Even so, the shoes you purchased were not listed as part of our Authenticity Guarantee Program and that type of service is outside the scope of your purchase. In the future, if you would like the assurance of authenticity from an eBay authenticator, we would recommend shopping for items within our Authenticity Guarantee program ************************************************************
  
  Currently, we see there is an open dispute for your purchase. For future reference and clarification, when it comes to cases and payment disputes, eBay members are able to dispute a purchase transaction utilizing one platform. Opening a dispute with your financial institution negates eBay's involvement in seeking a resolution for you and will close any open eBay cases or returns. If you would like to read more about Payment disputes and how they affect eBay cases, please visit our help article "Handling Payment Disputes" ************************). The most important thing to know is that since a payment dispute has been opened, although the purchase transpired on our eBay platform, all further mediation must proceed through your financial institution, and they are the ones that will decide the final outcome for your dispute.
  
  At this time, we'd recommend staying in contact and working with your financial institution. If they make a final decision that you do not agree with, you are allowed to seek an appeal with them.
  
  Lastly, we wish all eBay buying experiences could be positive ones and we have protocols and protection policies in place to support our buyers. While eBay mediation is no longer possible for this transaction, we appreciate you reaching out. We hope the information we've provided today will help you have better buying experiences in the future. Thank you again for buying on eBay and we wish you the best.
  
  Respectfully,
  eBay

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 1, 2022 I purchased a pendant through Ebay from a seller ********* Ebay charged me $588.00 in taxes for duty. The seller sent the item via******* which paid for the duty tax when it arrived in the US ($573.53). ******* then sent me the bill for the duty tax. I explained to******* I already paid the duty tax to Ebay. ******* sent me a form to send to Ebay to transfer the tax from Ebay to*******. This never occurred. After two months of contacting Ebay to resolve this with*******, I received a notice that******* sent the amount they paid to collections so I was forced to pay*******. I have been trying to get a refund from Ebay with no success. I would like the tax that Ebay is holding and did not pay for the importation of this item, back to my account. I have included a copy of all the documentation (the Ebay reference number is on the top of the original sales of the item). I have also contacted the ******* Attorney General in hopes of rectifying this situation.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/30) */
  Hello *******,
  
  Thank you for the opportunity to address your complaint through the ***. We're sorry to hear of the frustrations you've experienced these last two months in regard to paying the taxes assigned to your purchase. It's understandable that you only want to be liable for the taxes you owe and not be double charged. We want that for you too and are happy to investigate your complaint.
  
  First and foremost, we understand you had an unsatisfactory customer service experience with our customer support. As a company that strives to provide its members with exceptional service, we're disheartened to hear about your interactions. Rest assured; we have reviewed your recent correspondence to ensure we're delivering the best possible experience and are sad to be found lacking. Our agents should have taken the time to do more research and offered to follow up on the requests they submitted for you. We take this issue very seriously and have sent applicable trainings to our support teams.
  
  Upon investigating your order, we discovered there was a misunderstanding in regard to the taxes you already paid for the ************ Pendant. While you did pay $588 in taxes. That entire amount was for the online sales tax owed for making a purchase with an ******* checkout address. It did not include customs fees. ******* charges 7 percent sales tax for online purchases and 7 percent of $8,400 is $588*************************. According to *******'s state laws, as an online marketplace, eBay is responsible for collecting and remitting online sales tax that buyers owe to your state and all of the taxes you paid went to them *************************.
  
  While it's true if an international purchase is shipped utilizing the eBay Global Shipping Program import fees/customs will be charged upfront, all other forms of international shipping expect the buyer to pay the custom's fees upon receiving their order *************************. This seller did not use our Global Shipping Program so the amount****** charged to you for customs is a valid charge. When reviewing your contacts with our customer support, it appears our agents took the statement of you being double-charged at face value and failed to research and verify if that was true. We apologize for misunderstanding that arose because of this and wish more time had been dedicated to researching your claim.
  
  Since the customs duties are valid, they are not something for which we can offer reimbursement. Even so, we value you as a member of eBay and as a courtesy for this negative experience, we have issued a coupon code of $50 to your eBay account. On a computer, you can find this code at the top of your "My eBay Summary" page************************** and it should also be selectable through the eBay checkout. The code is a one-time use code that expires on August 28th, 2022, so please make sure to use it by that date.
  
  We once again thank you for taking the time to share your experience with us so we could investigate the details of your order and provide clarification about charges for taxes, customs, and international purchases. We also appreciate the patience you exhibited while waiting for a resolution and are grateful to have you as a buyer on our platform. Wishing you the best.
  
  Respectfully,
  eBay