I’ve made many online purchases in the past few years, and have had an overwhelmingly positive experience with online vendors. Recently, though, I did have one not-so-pleasant experience. I purchased a cell phone case from a seller on eBay and waited for the delivery date, which passed with no sign of the phone case. I then sent a direct message through eBay to the seller to ask when the item would be shipped — no response. The next step was to file a claim with the eBay seller.
I contacted eBay’s resolution center and went through the necessary steps to file a claim. After filling out the online form, I was notified that the seller was to contact me within seven days of filing the claim, and if they did not, eBay would step in. Well, seven days came and went with no communication from the seller. I was then issued a full refund from eBay. Although I was unhappy with the original seller (and I never received that phone case!), I was, nevertheless, pleased with eBay’s follow through and customer service. My refund was granted through PayPal in the same form that I had made my payment.
I think eBay’s system of ‘filing a claim’ with the vendor is one that works relatively well. eBay encourages buyers to first contact the seller before asking them to step in. Have you ever had an unpleasant online shopping experience? Were you ultimately happy with the customer service you received?
-Angela
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