Public Mediation

ebay.com- Lack of Support for Seller & Harassment involved Dispute-#2833149

P. M. vs. Ebay Inc.
2145 Hamilton Ave, San Jose, California, 95125, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"I've been on ebay since 2004 and with 639 transactions had a 100% feedback. I was selling a pair of $12 Walmart sheets for $5 and found a small spot before sending. I asked buyer if she'd agree to me taking off 25% of her costs and she found opportunity for me to tell me to reduce the sale by 50% because she believed I inflated the shipping fees on her item. I explained in great detail that taking off 25% would leave me with about $1.50 profit before I added package material and delivery confirmation and I couldn't do better than that. I advised her of the weight and USPS shipping costs and said that I would release her from the transaction and send her a full refund of $14 right away. She harassed me by continuing to send messages daily demanding the sheets be sent to her anyway. I phoned ebay after 2 days of this and they showed me step by step how to block someone from your account. They promised the effect was immediate and that I'd have no further problem with the buyer and that they had no further access to me. Within an hour I received another message from the buyer and called ebay again. They told me I must've have not done something right and then when they checked it they said I did and it must not have taken immediate effect. They told me not to worry and sympathized with the irrationality of the situation. They also said the person could not leave negative feedback as a retaliation and that I would be protected and told me not to worry. They said if it did happen they would remove it anyway. On the 10th of August the woman, still seething about the set of Walmart sheets I was selling left me negative feedback in order to retaliate, and in misspelled words said I outright canceled the transaction on her. Ebay now says they can't do anything about it. I spent that night , almost 3 hours on the phone. One customer service rep even stayed on the line while I was transferred and told the trust/safety representative that it was clearly retaliation and said that ebay promised me, please remove it. They keep saying it doesn't qualify , they call it a dead-end issue. I was promised by Chris, a supervisor of Trust/Safety that she would contact buyer and urge her to remove the feedback. She promised to call me and never did. I also dealt with another strange issue this weekend when I had a buyer who took 5 days after the auction to contact me. He was mad his set of bed sheets took too long in his opinion to ship cross country and said that I was "punishing" him, in his words. There were multiple messages left by him this weekend and he also left me my second negative feedback score, again, falsely accusing me by stating I sent a poor quality item, stating the sheets were very faded. I spoke to a supervisor of Trust/Safety named Ingrid after having to rudely demand being transferred just to get to her. She said she would take "full responsibility" to trying to get this worked out , and she'll do her "best to have this resolved". She said she'll contact both individuals and urge them to drop the negative feedback, but won't guarantee it will work as it is a "dead-end issue".

Company has gone back on their word, constantly providing false and conflicting information, meanwhile nasty feedbacks are stuck on my account that was 100% since 2004 and is now down to 98.8% with much lowered stars that report your customer service to others. They promised me not to worry about the woman buyer named Esther Thomas and told me she could no longer access my account in any way and if anything did happen they would take care of it. Now that one of the supervisors wrote a note saying we told her it could not be removed that is what the customer service people say, but up until today they all said, yes, we will remove that, but I need a specialist to do that as they are not qualified to remove it. The one named Al, even pleaded with the "specialist" for me as he felt so bad for my case.

I have done everything required and humanly possible to appease both of these customers that would not be satisfied no matter what. I, myself, am not able to go to to a store in person after having my money returned and demand to have the item sent ! Why would ebay not protect me by lying to me and telling me it was okay and giving me false information that they will protect me by blocking this person ? They still allow them to ruin my credibility by placing negative feedback on my page. They have also taken away sellers rights to tell the truth about buyers. The second person who left negative feedback claimed the sheets were faded but hasn't asked to send them back for a refund, but is allowed to harass me with multiple messages trying to get me to admit I am "punishing" him over a set of sheets in which I provided tracking information. He sent messages since Friday the 3rd through Sunday morning despite having the shipping information and has retaliated with negative feedback.

I explained to both individuals each and every detail about shipment, including weight and cost of the shipping, and in both cases this did not satisfy the buyer. The first received all money back and ebay promised to protect me, but now are blaming me, and have even said I should have sent the sheets to Esther. I asked when the buyer asked to reduce shipping below what the post office requires, how was I supposed to do that, the supervisor named Chris would not respond. I asked when the buyer had all of her money refunded, how and why was I supposed to ship the item, Chris also would not respond.

I don't see the point in allowing harassment and abuse from buyers who are relentless despite being provided all information and notice of actions on their behalf regarding their issue. What's worse is that the company allows this and then goes back on their word claiming how much they'll help out.

I want the negative feedbacks removed as they are not appropriate, and I don't want to hear how they customer service people can't do it, when they were able to tell me how to block the first buyer and promised protection from her.

Porsha Mills"
...
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What Claimant Wants Hide
Just make me happy!
Claimant invites eBay Inc. to make a fair offer.
1. Other – Pay for claim posting cost Aug 29, 2012 $7.95
Cash total : TBD
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Respondent's Counteroffer

There has been no response to this claim from eBay Inc.. This claim will remain posted until resolved
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