Seller says they will include something for free and then doesnt and refuses to refund
Answered
Hi all,
As we all know, Trade Me customer support is essentially non-existent, and people play this system so they don't have to be accountable. Today I won a listing, and the seller said they would include filament. When I went to pick up, they had everything in boxes and when I got home, it wasn't there. they are "moving houses" and i assume this is a convenient way to not have to be responsible or add barriers so that i have to pay more money to return the product. who can actually help with this? theres no one to call and the bot gives generic non-responses. Do i call police?I cant even check if it run properly because theres nothing to test it with. Someone help please
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L Community SuperuserI would email the seller and ask them to send the item you didn't get. If they refuse to send what they had promised on the auction lodge a dispute with trade me. You can check the help pages on how to lodge a dispute.
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S Community SuperuserEditedKia Ora solomanw,
Do you have it in an email or in the Q&A section that a filament would be included? - As the filament was a freebie it does create an issue if this isn't recorded as being included in the item.
Have you emailed the seller for a refund, asked them if they can find the filament, or taken the item back for a refund as it was a pick up?
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Callum Community SuperuserEditedHello solomanw What did the seller say when you asked them about this issue?
My guess is this is a 3D printer. Filament is pretty cheap. Far cheaper than the cost of returning the item. Surely you can come to an arrangement with the seller to make it available, send it to you, or a partial refund so you can buy filament.
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It rather depends if the filament was part of the listing, or is a total separate item not included in the listing. TM listing conditions do state in the T and C that free items are not to be included in the sale, so if that was the case, technically its a breach of T and C ( this regulation presumably to prevent cases like this where a free item is used as an enticer to buy, but in effect in reality it is part of the actual sale). If the free item was offered outside of the sale, then although you went to pick it up at the sale time, in reality it is totally unconnected to the TM sale
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Hi everyone,
so to update this:
1.) yes ive reached out to seller and no they did not want the product back and calling around 2hrs after pick up saying im going to return it they then blamed ME that its broken
2.) after being suspicious of why they would blame me for breaking it i bought filament and tested it myself - turns out the AMS does NOT work and i had to spend the next 8hrs fixing it (yes this is documented)
3.) trade me has reached out - they sent a link asking if i have the product or not. THATS IT. NO IS THE PRODUCT WORKING, NO IS THE PRODUCT AS ADVERTISED. SIMPLY: RECEIVED OR NOT
What is the point of having this "customer services" portal if no real person is actually ghoing to talk to me about it? WHERE ARE THE REAL WORKERS!
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Callum Community Superuser
Hello solomanw
The early emails in the Disputes process (If that's how you are addressing this issue) are automated.
So don't take too much notice of the wording at the moment if it doesn't align exactly with your issue.
Once it has wound through the system a bit you will get the opportunity to put your side, and speak to a real person if nothing has been resolved to your satisfaction by the seller in the meantime.
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S Community SuperuserKia Ora solomanw,Yes! that's an automatic stock standard email you've received on filing a dispute form, you will find the dispute in 'My Requests' Top Right of community Help pages, including your Post page - click into that subject line to open it up, you'll be able to submit further information, upload purchase receipts etc. and photo's &/Or videos of the fault itself.
- Did you take photo's or a video of the fault(s) before you repaired it?
- Did you pay by Ping, Afterpay or Cash on pickup?
- Have you gone back to the seller with your documented information, purchased repair parts receipts, photo's &/Or video of the fault requesting a partial refund?
- Are you wanting a full or partial refund?
Faulty items are covered by the company however you've altered the state of receipt of the item, to make a claim for a partial or full refund you need to provide evidence of the fault before the repair, all purchase receipts of parts used to fix the fault and of course all communication with the seller showing they refused to help or refund.Under disputes the item is to be left in the same condition as received where reasonably able to, for claims purpose, as you've now altered the state of the item, if the seller outrightly refuses to issue a refund based on your given evidence provided, the company may make an exception on the altered state based on all supporting information you put forward, including your attempt to further negotiate with your Seller, this is valuable detail for claims.You can add a bottom line requesting to discuss your claim with a Dispute team member.- All the Best.0
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