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 Inc.

  2300 Traverwood Dr Ann Arbor, MI 48105-2196

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  eBay Inc.

  52 Henry Street, 3rd Floor Detroit, MI 48201

• 

  eBay Inc.

  2817w.45th street jacksonville, FL 32209

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  eBay Motors Protection

  730 E 8th St Hialeah, FL 33010-4546

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:07/15/2022

  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 have been lied to by this seller for more than a month. This shipment had not moved since may 23rd and they keep lying to me and saying it will deliver in a week. Will not refund my money. Its a scam and I'm tired of being lied to
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Hello *****,
  
  Thank you for the opportunity to address your complaint through the BBB. We're sorry to hear you have not received an order that was purchased so long ago. We know how frustrating and disappointing it can be to wait an unexpected amount of time to receive an order, especially when reassurances given by the sender have already passed. That being said, we are happy to investigate this for you and see if we can help.
  
  Upon reviewing your order #**************, we can see it has been a long time since the tracking last updated. The package could definitely be lost in transit. In this situation it would be nice if the seller agreed to refund you in this situation. Since the seller has not yet agreed to do so and the estimated delivery date of August 1st, 2022, is still imminent, we cannot force a refund at this time. However, once that date has passed, you can open an item not received case to begin the process of mediation. Once opened the seller will have 3 business days to resolve this order with you, if he does not, you can escalate the case to us through the order in your purchase history or by contacting our support. At that time, as long as the case was opened within 30 days past the latest estimated delivery date, we will advocate for you and force a resolution in accordance with our eBay Money Back Guarantee policy (***********************).
  
  We appreciate your patience thus far and ask that you wait just a little longer. August 2nd is just around the corner. If the package has not arrived by then, please let us or our customer service know if you'd like assistance with opening an item not received case. You should be able to open one by clicking the "More actions" button next to your purchase, and then selecting "I didn't receive it" in the drop-down menu. If you'd like, you can visit our help page for opening an item not received case at ***********************.
  
  We once again thank you for taking the time to reach out to us and hope the seller resolves this before mediation is necessary. Wishing you the best.
  
  Respectfully,
  eBay

• Initial Complaint

  Date:07/15/2022

  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.

  Sold my daughters bat on ebay and they waited until after the bat was maied to the buyer the place my account on hold. The bat cost me $300 and I sold it for $225 on ebay and then mailed the bat and showed the receipt with tracking to ebay and the buyer. After payment was supposed to been taking off hold they block my account the keep me from receiving funds. I've been on Ebay for 13 years but I will never list another item with them again. The rep was rude and short and would not give a reason for taken my money. Be aware of Ebay because they are full of ****. You can use the Shipping label attached and check the tracking number the see that it's been mailed to the buyer.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Hello********
  
  Thank you for the opportunity to address your *** complaint. We understand your account was restricted and you have yet to receive your funds from items you sold. Given your outstanding concerns, we'd be happy to offer our assistance.
  
  First, we want to thank you for sharing your recent experience with our Customer Support teams. We strive for excellent service, and it is disappointing to hear you did not receive the expected service from our teams. All your contacts will be reviewed to ensure we're delivering the best possible experience and training will be provided where necessary.
  
  Since we are now handling payment processing through eBay Managed Payments, we must further identify our members to ensure that we remain compliant with federal regulations and adhering to Anti Money-Laundering and Know-Your-Customer laws. In the interest of maintaining a safe trading environment, from time to time we ask members to verify information for this purpose. If we are not able to verify the seller's details, we may contact them for more information, or put a banner on their eBay account to let them know what action they need to take. Sellers may not be able to receive their payouts until we verify their details. This is done in accordance with our Payments Terms of Use found here:**********************************************
  Initially, we had trouble verifying the documents you supplied. As such your account was suspended and we were unable to send funds to your bank account. However, after a secondary review we would like to extend the opportunity provide the corrected documentation so we may lift the restriction on your account and resume payouts. Below are the details we still require to complete verification.
  
  We are unable to accept the ID document you provided because we still need:
  Back side color copy of ID document
  
  We are unable to accept the bank document you provided because:
  Does not include your address. The bank statement must include your address.
  Does not include the correct bank account number (at least the last 4 digits). The bank document must include and match the bank account details you have listed on your eBay account.
  
  The above information was sent to your registered email and eBay messages on August 5th, 2022, along with a link where you can upload the outstanding documents. Once uploaded, please allow 72 hours for us to review. Should you choose not to provide the requested information resulting in an inability for use to verify your information, we will be unable to send the funds to the bank account on file. Instead, we will follow the escheatment process in accordance with state and federal regulations.
  
  We appreciate the opportunity to clarify why we are unable to release the funds at this time. Once we have received the updated documents that meet the stated requirements and we can verify the information, we can move forward with completing your payouts. We appreciate your cooperation.
  
  Respectfully,
  
  *********
  eBay

• Initial Complaint

  Date:07/15/2022

  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.

  I bought an item on eBay website which the ad was totally different from the product I got. I started a refund process that the seller would have to send me a shipping label in order to return the item. eBay set a deadline for me to do that. however the seller never emitted this shipping label. I tried multiple times contacting the seller asking for the label and he never answered. then I requested eBay to "step in" and solve this matter. eBay's system just asked me to do the same thing and showed me a button to "print the shipping label", but every time I try using it some error comes up on the website. still I have a deadline to return it or I will have to keep it and not get my money back for something I can't use that was mistaken advertised on eBay. I tried also finding other ways to contact eBay but they seem to do all cases through the website that is presenting an error.
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hello ********
  
  Thank you for the opportunity to address your *** complaint today. I understand you recently purchased an item which you were attempting to return but had difficulties with returning.
  
  After a thorough investigation into your account, I was able to locate the engine start/stop button you were referring to in your complaint. After reviewing the return case for the button, I noticed you had attempted to print the label multiple times. However, at no point do I see the label was ever actually printed, which matches with what you've told us here.
  
  These situations are rare, but there are certain instances where a label may become corrupted during creation and may not be printable. Given your specific circumstances, the best route would have been to contact Customer Support for additional assistance, as this is an issue they can rectify.
  
  With that said, I recognize you had difficult contacting Customer Support. In the future, you can reach us via live chat, email, or by requesting a call back through the Help & Contact link located at the top of most eBay pages. As of right now, we do not accept inbound phone calls, as we have found callbacks to be a preferred method of contact because there is no waiting on hold, and we can make sure you are directed to the correct department. We appreciate your time and cooperation as we continue to work on improving our customer resources and availability.
  
  With all details considered, I have decided the best route is to ensure you are completely refunded for this transaction. Thus, I have gone forward with appealing your return case and a refund of $14.00 will be credited to your original payment method within the next 3-5 business days. We will not be asking you to return the item, so please feel free to discard or gift the item accordingly.
  
  I appreciate your willingness to reach out and partner with us here, *******. If you have any additional questions in the future, please do not hesitate to reach out to Customer Support via the steps I've included above. For now, we simply ask you take care, stay safe, and have a lovely Tuesday evening.
  
  Sincerely,
  eBay
  
  
  Consumer Response /* (2000, 7, 2022/07/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  they finally answered me and refunded me for the wrong item that was sent. appreciate it. thanks also to ***.

• Initial Complaint

  Date:07/14/2022

  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 at ebay was hacked and someone sold merchandise using my name. I have never sold merchandise on ebay nor do I use the account. I reached out to ebay in November 2021 and, initially, they said my account was clear. Months later, I started receiving emails from their collections department. I have called a minimum of ten times since November of last year to get it straightened out and it's just a run around. If I keep doing the same thing, I'll keep getting the same results.
  
  Service # **************
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Hello *******
  
  Thank you for the opportunity to address your *** complaint. We understand you have concerns regarding your account being compromises that subsequently resulted in an outstanding balance. We've investigated this matter and would like to provide assistance.
  
  First and foremost, we'd like to apologize for the time and efforts spent (especially considering the stress that learning your account was compromised presumably caused). Be assured we have addressed the outstanding balance to ensure it is removed and that no further contact attempts are made regarding it. Please note that, because it can take 2-5 days for the balance to reflect as cleared internally, there is a small chance you may be contacted within the next 5 days about this balance. If that happens, you can ignore it.
  
  We've also reviewed your correspondences with our Support Teams and have relayed your feedback and our assessment with our Customer Support management. Recognizing your attempts to resolve this over the last few months, we would also like to provide a courtesy payment for $50.
  
  Given the circumstances and considering you do not have an eBay seller account, we will need to send this payment **********. Could you please reply with the best ****** account to send these funds to when convenient? Once clarified we will process that payment and notify you accordingly.
  
  Thank you again for the opportunity to address your *** complaint and for your understanding. We look forward to your response and hope you have a great rest of your day.
  Respectfully,
  ****************
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have had many promises and we require action for resolution. A promise that the account will clear in 2-5 days again is untrue. This is August 4th and promise was made on July 27th. The account is not cleared.
  
  We do not want money from ebay and we certainly wouldn't share our ****** account informtion. We want a letter indicating that the account has been cleared, in good standing and closed out as requested.
  
  Thank you.
  
  
  Business Response /* (4000, 9, 2022/08/09) */
  Hello********
  
  Thank you for your response and feedback.
  
  While we do not send physical letters, be assured you can verify the balance was removed at any time by signing into your eBay account and selecting the "Payments" section of your Seller Hub. We've also sent messages to your eBay account directly confirming the account reinstatement and the past due balance being removed.
  
  Please note that eBay cannot close your account on your behalf. However, it only takes a few moments and may be accomplished at any time through the following link: ***********************************************************************************
  
  Thank you again for the opportunity to address your *** complaint and for the opportunity to provide clarification.
  Respectfully,
  ****************
  eBay
  
  
  Consumer Response /* (-5, 10, 2022/08/10) */
  ***Document Attached***
  We have received notice of reinstatement and ebay asking us to verify our bank account, which is not going to happen.
  
  As stated before, we want a letter showing a zero balance and that the account has been closed.
  
  Please let me know if you need anything else.
  
  
  Consumer Response /* (-5, 11, 2022/08/10) */
  ***Document Attached***
  Unable to close account as it is not cleared. It may look clear in the seller portion and we are not sellers. Please see screen shot and resolve.
  
  
  Consumer Response /* (4200, 13, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business proposed resolution is blank

• Initial Complaint

  Date:07/14/2022

  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.

  GOT RIPPED OFF ON EBAY, EBAY DIDNT' DO ANYTHING AND THEY DID THE WRONG CLAIM PROCESS BECAUSE THEY CAN'T TRAIN THERE EMPLOYEES. I ORDERED SOME PORSCHE 911 FRONT WHEEL BEARINGS, THEY ONLY SENT ONE AND IT BROKE RIGHT AWAY AND NEVRER GOT THE OTHER ONE AND IT WAS $90 THAT EBAY OWED ME.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Hello *****,
  
  
  Thank you for the opportunity to address your BBB complaint. We understand you have encountered concerns related to your Set of 2 Front Wheel Bearings for Porsche and subsequent issues with the order. We are happy to assist you today.
  
  To begin, we would like to extend our appreciation for your 17+ year tenure as a valued member of our eBay platform. From reading your letter, we want to thank you the time you have expended to let us know of your recent eBay experience that did not meet 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 case details, our records confirm we were able to successfully process a refund in your favor, for the bearings case, on July 15th. While we are happy to have processed such a refund, we feel the need to update expectations regarding our Money Back Guarantee and return procedures. Please allow us to elaborate.
  
  Per the eBay Money Back Guarantee, buyers are given 30 days from the date of receipt to notify us if there is a problem with their transaction. A seller can set their own return policy for when a buyer chooses a remorse return reason. However, if the buyer states there are problems in alignment with our Guarantee, a seller's return policy will be superseded, and they can return the product for a full refund of what was paid upon checkout. Once the buyer opens a return request, sellers are given 3 business days to come to a resolution with the buyer. Should no action be taken, the buyer can then ask eBay to step in to make a decision. Additionally, if a return is not opened within such timeframes, we are unable to hold a seller's funds and require them to provide a resolution.
  
  Furthermore, if you receive an item from your seller, but it is not the complete order or parts missing, opening an eBay Money Back return request is the best available path. Our second case type, an "Item Not Received" case, applies when you have not received any order at all, partial or complete.
  
  You can learn more about our eBay Money Back Guarantee at the link listed below: *************************************************************
  
  Lastly, please consider reach out to Customer Support through our Help & Contact pages. We would be happy to provide you with more details and personalized assistance.
  *****************************
  
  *****, we want to thank you for giving us the opportunity to address your concerns.
  
  
  Sincerely,
  
  eBay

• Initial Complaint

  Date:07/14/2022

  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.

  Sold two Miyoo mini 2 microSD through ebay. Item: ************.
  They charge excessive percentage taking advantage they are a monopoly.
  Customer open a case with ebay claiming it was defective which is impossible was I tested it.
  Ebay jumped in, and said they were going to investigate with the customer what is wrong.
  I agreed to a return, as estipulated in the Auction, I give returns when items are received.
  Spoke to customer and he is happy with the product.
  Ebay from the blue, contacts me, without doing any investigation (customer is happy), giving me a deadline to provide returrn postage to a customer in Germany that would render more expensive than the value of the product the two way combined shipping.
  Called today, and waster 20 minutes, with someone who suggested exactly what I do not want to do, and by contact did not agreed.. to refund without item, and loose the cost of the item, and postage to send.
  Asked to be escalated to supervisor, who was rude, and unwilling to cooperate. she explained me that I had to send the postage.
  Aparently this is a script, and they will force me to refund the buyer and/or pay for postage.
  Very bad that this company is allow to treat customers and bend rules as they desire, when sellers are paying more in fees than the profit they make when selling through ebay.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hello********
  
  Thank you for the opportunity to address your BBB complaint. We understand you have concerns regarding the return pertaining to item number ************ and would like to provide clarification.
  
  We'd firstly like to clarify that our eBay Money Back Guarantee allows buyers to return an item for a refund in the event that it has undisclosed defects, arrives damaged, or doesn't match the item listing. This applies regardless of the seller's return policy and sellers are responsible to accommodate return shipping when a return is covered by this Money Back Guarantee. You can find more information about this through the following link: **************************************************************************************************************************
  Recognizing this order was shipped through our Global Shipping Program, we'd like to clarify that instances where the item arrives damaged or is lost in transit, we will refund the buyer from our pocket as we utilize integrated eBay carriers. However, if any of the reasons in the above paragraph apply, the return is handled in accordance with our eBay Money Back Guarantee.
  
  In this instance, the buyer requested to return the item on July 4th stating it was defective. Our records show you approved the return shortly after. Because this return was covered by our eBay Money Back Guarantee and accepted voluntarily, a means to return the item was required. Due to a label not being provided, we placed the claim on a final hold on July 9th and communicated to you that a refund would be issued to the buyer if the return shipping wasn't facilitated within 5 days. Due to a label not being provided, we resolved the claim on July 19th with a full refund being issued to the buyer.
  
  We recognize it may not always be feasible to pay for return shipping (especially with international orders). That said, we do not hold buyers accountable as it is outside of their control. We also do not assume responsibility when our eBay Money Back Guarantee is applicable given we are not the seller of the item and, as such, are unable to assume the condition of the item or either trading partner's claim about the item's condition. Accordingly, it is up to the individual seller to manage their business as they see fit and to omit any locations they do not want to ship to. If you would like to modify the countries you would like to ship to, you can do so by following the instructions in the following help article:*************************************************************************************************************************************************************************************
  
  We regret any inconveniences caused but trust this clarifies the reasoning behind why this claim was handled the way it was. Thank you again for the opportunity to address your BBB complaint and have a great rest of your day.
  Respectfully,
  Bradley*********
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/07/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Not acceptable. I lost the item, the shipping to the item, and ebay negociated with the customer in my behalf but investigated nothing.
  
  
  Business Response /* (4000, 9, 2022/08/01) */
  Hello********
  
  Thank you for response and candor.
  
  We understand this situation has inconvenienced you and your disappointment regarding the outcome of this claim. Please note, however, that it is a seller's responsibility to facilitate a return when our eBay Money Back Guarantee is applicable. We do not require buyers to justify their reasoning as we do not have possession of the item at any point.
  
  Moving forward, we encourage you to facilitate the return if similar situations happen again and to contact our Support Teams proactive to receiving the item. We offer many seller protections for situations such as the item arriving damaged or reimbursement for shipping costs if the seller advises the item was as described. That said, these protections are only offered if the return is handled in accordance with our policies.
  
  We recognize this is not the answer you were hoping for but trust this clarifies our position. Thank you again for bringing this to our attention and for the opportunity to provide further context.
  Respectfully,
  Bradley*********
  eBay
  
  
  Consumer Response /* (4200, 11, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  ******** AGain, as estipulated in the auction, I was willing to return the money, despite, the customer was not right in his claim, and willing to keep the item.. HOwever, Ebay in my behalf returned the money without investigating, or providing proof that the item was defective... and I cold not pay for postage international both ways.

• Initial Complaint

  Date:07/14/2022

  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 purchased a golf club. It arrived July 1st while we were camping
  We came home July 4th. I opened the package immediately. I notified the seller that evening. E bay says you have 3 days to notify the seller which I did
  Even though the seller has a no return policy ebay guarantees they will help you if you are not satisfied with product
  I could not get a hold of anybody at eBay. The next thing I see is case is closed. There is nobody there that will answer a phone or take a text
  EBay says you have 30 days to appeal. Nobody will listen to anything I say. They only say case closed. I can't even find a way to give this guy a bad review. I did order the wrong club by mistake.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hello ******,
  
  Thank you for the opportunity to assist you with your BBB complaint. I understand you requested to return the order ************** for a refund but the claim was closed. I recognize this has been an upsetting situation and I was happy to investigate the matter further.
  
  Under the eBay Money Back Guarantee, you are entitled to a no cost return if an item arrives damaged or not as described for up to 30 days after the delivery date. Alternatively, if you open a return under a buyer's remorse reason (didn't like it, ordered accidentally, etc.) it follows the return policy the seller has in place. If a seller selected No Returns, they could choose whether or not to accept remorse returns or decline them. More information about this policy can be found through the following link: https://pages.ebay.com/ebay-money-back-guarantee/
  
  In reviewing the details, I show based on the messages and the reason you selected when opening the claim this was a remorse return. The seller's listing stated they had a no return policy; therefore, we can't require they accept your return request. Of course, you can still communicate with them and request they facilitate your claim. I'd also like to mention we have many sellers who not only offer returns, but some may even offer Free Returns regardless of the reason. You can filter search results on eBay to only show sellers who offer returns for future purchases.
  
  I appreciate you bringing this matter to our attention. Should you have further concerns, please don't hesitate to reach out to Customer Support, through our Help & Contact pages.
  
  Best Regards,
  Jade**********
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  eBay assures that all purchased items have 30 days to appeal. They state all purchases are quarantined if they allow a buyer to refuse refund there is no quarantine. All buyers would not be accountable.
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  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.
  
  As previously advised, when an item does not match the description or arrives defective sellers are required to facilitate a return for 30 days after the delivery date. However, if the return is opened with a remorse reason it will follow the return policy of the seller. As such, sellers can select to offer no returns which means they aren't required to accept remorse returns. Since your claim was opened as remorse and the seller's listing stated no returns, they were able to decline it. Of course, you may still communicate with them and request they complete your return; however, we aren't able to require it.
  
  We appreciate you providing us the opportunity to clarify this matter further and wish you all the best.
  
  Sincerely,
  Jade *********
  eBay
  
  
  
  Consumer Response /* (4200, 11, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You are giving the seller the ability to send you anything. The box could have been empty with no recourse for the buyer. How can this even be legal?

• Initial Complaint

  Date:07/14/2022

  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.

  eBay does not appear to require sellers to publish or communicate return policies at any point and in any case does not enforce disclosure. The company allows sellers to set some policies and will not intervene if the seller takes advantage of lax rules or enforcement. The company furthermore erases platform feedback in cases where sellers complain of seller defrauding them thusly. The eBay policies ostensibly encourages appropriate feedback strongly but no justification nor notification is given for removed feedback. Defrauded buyers are not given recourse or allowed to share their experiences with buyers
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hello*******
  
  Thank you for the opportunity to address your BBB complaint. We understand you have concerns regarding a recent transaction and the feedback provided to the seller. We've reviewed this matter and would like to provide clarification.
  
  We require all sellers to specify their return policy (even if their policy is that they don't accept returns) on the listing page, and they are unable to finalize the listing and make it visible to buyers without providing this information. From a buyer's perspective, the return policy can be located below the item picture in the right-hand column directly below the shipping cost and shipping method details.
  
  In this instance, the seller allowed returns for up to 60 days but requires buyers to pay for return shipping. While we regret any inconveniences caused, we are also in a position where we cannot hold sellers accountable when their return policy is specified prior to the item being purchased. As such, the feedback was appealed.
  
  If you have any concerns with future listings or need clarification on the seller's return policy, please don't hesitate to contact our Support Teams through the "Help" section at the top of any eBay page and we'll be glad to assist.
  
  Thank you again for the opportunity to address your BBB complaint. We trust this clarifies our position and hope you have a great rest of your day.
  Respectfully,
  Bradley ********
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1) eBay says it requires sellers to list their policies on the listing to post the listing, but I have screenshots showing that the policy at issue here was not included in the listing in question.
  2) eBay claims that the issue is one of return shipping, but I've clearly stated to eBay and the seller that isn't the complaint; rather, the seller neglected to inform buyers of a policy to withhold additional costs upon return. Again, this policy was not included in the listing as supposedly required.
  
  
  Business Response /* (4000, 9, 2022/08/04) */
  Hello*******
  
  Thank you for your response.
  
  We regret to hear you experienced difficulties locating this seller's return policy and encourage you to contact our Support Teams before purchasing an item if you are not sure where to locate it. Thank you for your continued understanding and for the opportunity to provide further clarification.
  Respectfully,
  Bradley ********
  eBay
  
  
  Consumer Response /* (4200, 11, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As previously stated, the issue at hand is not regarding return shipping, which was never disputed. The seller did not post their full policy beyond return shipping. EBay informed me that sellers may set additional terms and that there is no monitoring of such policies of enforcement of disclosures.

• Initial Complaint

  Date:07/14/2022

  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 purchased a trampoline from the eBay platform on 4/10/22. The seller that I bought from sent the trampoline but the incorrect boxes. I reached out to the seller, seller did solve my issue, they said I needed to go through eBay because they showed the order arrived. They sent me 3 boxes, 2 of 3 boxes that showed up were marked the same. I reached out to eBay. They denied me saying the items arrived. I explained again, I have 3 boxes, but the 3rd box is the same as another one, I need 1of3, 2of3, 3of3. Since they wouldn't help, I opened a dispute on my credit card. While this was going on I decided to reach out to spring free trampoline who makes the product, because the seller I bought from was a big distributor of them. Spring free got me in contact and the retailer was on it in regards to making things right. They sent me the right box twice, and offered a full refund, which I have in email from them. Because the transaction was through eBay, the refund goes to them, and then to me. eBay is denying the refund because I had opened a dispute with my credit card. I closed my dispute with the credit card company because the retailer was making it right. eBay got their money from the first transaction. I can't get anyone to call me to discuss, they just keep sending me emails denying me. Please
  Call me and I can explain better. The amount is 1999.99. No small number to refund: my cell is ************
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello*****,
  
  Thank you for the opportunity to address your BBB complaint. We understand you've experienced issues with a recent purchase and would like to assist.
  
  First and foremost - it's clear from your message and after reviewing this that it took a substantial amount of time from you. We'd like to apologize in that regard regret any inconveniences caused.
  
  We attempted to reach you by phone as well but were unsuccessful. To accommodate, we will also contact you through the "My eBay" messaging system to confirm a good time in case you would still like to discuss this. For future reference, you can also request a call back through the Help & Contact link located at the top of most eBay pages. As of right now, we do not accept inbound phone calls. We have found callbacks to be a preferred method of contact because there is no waiting on hold, and we can make sure you are directed to the correct department.
  
  Our records show the seller issued a refund via PayPal and provided a PayPal transaction ID to you through the eBay messaging system shortly after this BBB complaint was received. We want to make sure this was resolved so please let us know if you haven't received this payment by replying to this BBB complaint or the message sent through the eBay messaging system.
  
  Thank you in advance for your time and have a great rest of your day.
  Respectfully,
  Bradley ********
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/08/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have sent 2 emails for a call back from Bradley who sent the email. Since you have no direct number, how could i even call you back. No phone call back has been made.
  
  All the options listed in your response are a bunch of BS and useless tools. Try calling customer support, you get India who doesn't help you with this situation. They forward it on to someone else who denies you without even calling or reading your issue. That only happens if you correctly get through the eBay voice prompts. If you choose the wrong option, it will say, "visit our website, and disconnect the call."
  
  You say you called, no call was missed, and no voicemail left. I have emails from your eBay team acknowledging that I would like a call back, but the eBay person took the time to state, "they didn't need to because this situation didn't warrant a call back or further discussion."
  
  We got to this point because of eBays lack of care to resolve the issue. My issue was not receiving the full item, and everything that came after was eBay saying, "we see all items received, there is nothing we can do". That is a crap answer, no protection, no help. The help section is not helpful. You make it confusing, so the buyer gives up. If you select the wrong answer, you could get denied because you did it wrong, you can't reopen that again and ask the right way because it was already denied. Since i couldnt properly contact the seller and had to use the ebay platform, no resolution was happening. I had to go to the manufacturer, who got me in touch with the distributor (seller).
  
  I got a refund back from the seller, without eBays help, and they did it outside of the eBay procedures. That is now the complaint, is that this company is terrible for the consumer when a transaction goes wrong, the consumer is no longer protected. I buy an item from the store, and if there is an issue, the store doesn't think twice, they solve the issue. You took my money, connected me with a seller, and failed to protect me when the transaction got screwed up
  
  The refund I was entitled to from the seller originally went to you. I want it sent to me. it should have been 179.00. It's not your money and your policies shouldn't prevent a transaction like this when a seller is trying to make things right. Especially on a high transaction amount like this situation was.
  
  
  Business Response /* (4000, 9, 2022/08/10) */
  Hello*****
  
  Thank you for your response and candor.
  
  We've attempted to reach you several times since last week but have not been successful. Please request a callback through our help pages if you would like to discuss this matter further.
  
  In the meantime, we'd like to further clarify our position.
  
  Please note that there are two types of claims buyers can file to take advantage of our eBay Money Back Guarantee. One is a request to return an item if it is incomplete, missing parts (such as the box you didn't receive) or defective and the other is to report that they did not receive their entire order. In this instance, you filed a claim stating you did not receive your entire order. Because tracking confirmed a delivery to your address, your claim was appropriately closed without a refund being issued.
  Additionally, the eBay Money Back Guarantee Policy states that buyers can lose protection if they open duplicate claims using other resolution methods. I have provided an excerpt from this policy page along with the link below: https://ebay.to/34nEexU
  
  "Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they open duplicate claims using other resolution methods, or engage in fraudulent or abusive buying behavior ... Buyers can't use more than one resolution method to get a refund. After selecting a resolution process (eBay Money Back Guarantee, PayPal Buyer Protection or requesting a chargeback from their payment provider) a buyer is required to use only that process to resolve the transaction issue ... If a buyer files a chargeback with their payment provider, any cases opened through eBay Money Back Guarantee for the same transaction are immediately closed"
  
  Given you filed a dispute outside of eBay, we are no longer able to modify or reverse this transaction. As such, we encourage you to contact your financial institution for questions regarding the $179 payment. Please also note that this amount was not provided to eBay. While we facilitated the transaction originally, the payment provider is the only party who can modify this transaction given a dispute was filed.
  
  Thank you again for the opportunity to address your BBB complaint.
  Respectfully,
  Bradley ********
  eBay
  
  
  Consumer Response /* (4200, 11, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The process to return or ask for a refund is complicated. I even talked to someone on the "help" side who said if I chose the wrong option and eBay denies it, I can't reopen the claim under a different one because the first issue got denied. Since you can't talk to someone and verbally get it right, you guess through the prompts on which one to choose. Rather than help me, you guys deny the case, I explained what was going on, but no helped, denied. Why not read what my issue was and instead of denying me, guide me to the correct resolution. You policy don't protect and it's shameful. The biggest shameful part is you keep saying you tired to get ahold of me and you didn't. Not once. I have provided the number, you say it isn't working, so keep saying it, but you know you aren't trying and that's why I am wasting my time saying it over and over again. Terrible customer service, terrible out come, and any one that's ask or reviews I can give will reflect the way I feel. I am one person of the million you guys deal with, so what I say or how I feel aren't going to change how crappy your system is set up not or
  Protect the customer when they have an issue. You guys can hide behind these policies. The company that used you platform did the right thing since you guys wouldn't. You know why I opened my dispute. You know why I got denied. So refund the last of my money and move on

• Initial Complaint

  Date:07/14/2022

  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.

  In The past 2 to 3 weeks , We have received 10 to 20 packages which are eBay returns from different individuals all over the United States ************************************ sent to************************************************************** We do not have an eBay account and found the multiple packages to be suspicious. We contacted eBay a week or two ago and was advised that there was an account under his name and it appeared to be fraud, we were advised to send back all the packages and return to sender. We were also advised that this account would be blocked or closed and a email would be sent to us stating that this has been cared for
  We would not be held liable for this. Since our conversation with eBay we have received multiple packages from different individuals, as of today July 14 I have returned the packages ********************* and return to sender. I would like to be contacted to confirm that this account has been closed and confirm we will not be held accountable for this fraudulent account that was established ************************ I would also like to confirm that there is no other accounts set up in his name as well. I would also like to confirm this has not been any type of way credit impacting to his credit report. Thank you
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hello *****,
  
  Thank you for the opportunity to address your**** complaint. We understand you've been experiencing an alarming situation where items are being sent to your address and would like to assist.
  
  This situation is extremely rare, and we regret to see you've experienced it (especially considering the number of packages being sent to your address). I've investigated our records and can confirm the appropriate action has been taken to make sure other accounts aren't using your address illegitimately. We also do not have a selling account registered under your name or associated with these orders so you will not be liable for any potential issues that arise for these improper deliveries.
  
  Please note that we only send correspondences to a registered email address associated with an eBay account as a security measure. This is why a previous email was not sent as we couldn't verify it was absolutely your email and we take the security of our community very seriously.
  
  If you receive any further eBay packages that you did not order, we also recommend filing a report with your local lawn enforcement. While we do not want to alarm you further - eBay does not, under any circumstances, share physical addresses with other members and have strict verification requirements to ensure we're speaking with the owner of the account before any account specific details are shared. As such, it's more than likely that your address was obtained outside of our platform, and we absolutely want this behavior to stop and to make sure you don't have future safety concerns.
  
  Thank you again for bringing your concerns to our attention and have a great rest of your day.
  Respectfully,
  ****************
  eBay
  
  
  Consumer Response /* (3000, 7, 2022/07/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi *******, thank you for the update. We were informed that there had been a selling account set up in my name by your fraud department, based on your response, you indicate there is not a selling account. Please contact us by phone so that we can further discuss our concerns. We have to received multiple packages over the past week. The packages are addressed to my name and address with all different return name and addresses throughout the United States. I would like to speak with you in person.
  
  
  Business Response /* (1000, 11, 2022/09/27) */
  Hello *****,
  
  I hope your day is going well.
  
  I'm following up with you through this channel regarding our separate messages sent to your email address. If this matter has been resolved, please pardon the spam. However, we want to make sure this issue is no longer occurring and want to reiterate that we're happy to give you a call at a convenient time. Please reply to any of the emails sent to you or the**** complaint if you still need assistance and we'll be glad to help.
  
  Thank you for your time and have a great rest of your day.
  Respectfully,
  ******* ********
  eBay