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Shock at eBay customer service
I want to share my experience with eBay customer service today, as I am very disappointed and hurt by what happened to me.
I had a specific question regarding return options for eBay Plus buyers, because I wanted to know whether I could provide a separate return label instead of eBay automatically providing one. First, I had a conversation with a first-level employee who, although he didn’t have the best German skills, was still trying to help me.
However, I was then forwarded to second-level support, where I spoke with a Mr. Diehl. Unfortunately, this conversation was anything but pleasant. The employee was very disrespectful and became loud and aggressive when I asked proper, factual follow-up questions. He didn’t even know exactly what my question was, and without understanding my problem, he just wanted to brush me off. He said things like: “If you’re too stupid for that, I can’t help that.” That really hurt me.
When I then asked him for his name and how to spell “Diehl/Deal/Diel,” he gave me another hint and said: “Everyone in Germany should know that.” These statements were not only unprofessional, but also insulting.
In addition, while I was asking a question, he said to me: “Don’t tell me that, just open the eBay help and type your concern in there.”
Shortly before I hung up, I said: “What kind of way is that to talk to me? I will definitely complain.” After that, I hung up because I was shocked. A minute later he called me back and asked to record the conversation. During the recording, he completely changed his tone and was suddenly very, very polite. It seemed as if he had realized that I would complain.
I then contacted eBay customer service again by phone and described the whole matter in detail from A to Z. eBay told me that the issue had been taken up and would be handled internally. I really hope that this Mr. Diehl gets taught a lesson and receives proper instruction from eBay on how to deal with people, especially customers who have been active for over 15 years.
My intention is really only to make sure that eBay and other sellers don’t end up in a trap like this.
I find it unacceptable that a 15-year-old seller like me is treated like this. It is frustrating to be treated disrespectfully, especially by someone who is in a position to provide support.
I wanted to share this experience to point out that incidents like this should not happen. Every customer deserves respectful and helpful support, regardless of their age or experience.
I look forward to your opinions and experiences on this topic.
Thank you.
Best regards Patan
8 comments
ephedraceae
·10 months agoAt 15, you’re not allowed to sell anything yet, not even on eBay, because you’re not yet legally capable of entering into contracts.
If an employee insulted me on the phone, I’d never buy anything there again / sell anything there / want anything to do with them.
imperial-modellbau
·10 months agoHello @ephedraceae
allow me two questions:
1. Why are you bringing up a thread that's almost 1 year old and давно already dealt with?
and
2. Why don't you at least read it properly then?
The thing about the 15 years was phrased a bit unluckily, the OP meant that he has already been selling on eBay for 15 years and that has already been corrected!
miriam@ebay
Hello @ephedraceae! Thank you very much for getting involved here with your comment. It’s good to see that respectful interaction and fair communication are important to you too, just like they are to us.
Here I’m going to close this now due to the time that has already passed, since everything has already been clarified. Maybe you’d like to contribute your knowledge and experience in other areas of the community in the future 🙂.
Kind regards
Miriam
miriam@ebay
Hello @patanstore, thank you very much for taking the time to share your experience with us. We sincerely apologize for the incident on Thursday that you experienced with our customer service. We are very sorry that your original question apparently was not answered sufficiently and that, according to your account, the employee’s tone was in no way in line with our standards and guidelines.
Your feedback is important to us, and we have already taken steps to investigate the situation. In the meantime, we are pleased to see that your question was answered by another community member – a heartfelt thank you to @gebraucht-ist-gut. Please do not hesitate to contact us at any time if there are any follow-up questions.
As an eBay Plus seller, you benefit from special conditions for return shipping costs. eBay covers the return shipping costs within the country and provides buyers with Hermes return labels for packages up to 25 kg. DHL return labels are provided for shipments from 25 kg to 31.5 kg.
I can see that you’re getting back into eBay this year, and therefore I recommend that you take part in our free offer, the eBay starter program. This could be a good opportunity for you to benefit from 4 months of free consulting and exclusive customer service, use a free shop package, and additionally not have to pay selling fees for 3 months. We can certainly continue to help you optimize your assortment and provide you with useful tips.
Thanks for the 15 years you have already been with eBay. Your trust in eBay is important to us, and we are here to support you at any time 🙂.
Best regards,
Miriam
pennystocknomoney
·1 year agoHmm, you're a 15-year-old, underage and commercial seller??? @patanstore.
Typo 🤔
patanstore
OP1 year agoHello pennystocknomoney,
I am actually not a 15-year-old seller, but have over 15 years of experience on eBay. My goal was to share my disappointing experience with customer service, not my age. The point is that respect and professionalism in customer support are essential, regardless of how long someone has been in the business.
I hope we can all learn from experiences like this so that future interactions go better. If you’ve had similar experiences, I’d be glad to hear about them!
Best regards,
Patan
gebraucht-ist-gut
·1 year agoHello,
in case you haven’t had the actual answer to your question yet:
With ebayplus, ebay automatically provides the return labels for "normal" returns - usually Hermes.
In the case of complaints, however, you have to provide one to the buyer - and that can also be, for example, from DHL.
Even if you have experience, here are a few tips since I took a look at your listings ...
- Your main images are actually not ebay-compliant - they must not contain advertising/text.
I wouldn’t even continue opening your listings, for example, because I would think I was buying from a Chinese seller.
- You advertise a lowest-price guarantee in the image ... ?
https://www.ebay.de/itm/186759733657?itmmeta=01JBSVTGYM59M1VGW6SC3HQM26&hash=item2b7bbf6199:g:DjsAAOSwAG5nJntQ
This item, for example - I can buy it from the competition for EUR 26.99 .... from you for EUR 60.95 ???
- The pictures are exactly the same 1:1 as at ... well, you know.
Did you just copy them? Or do you also have licenses for all your 13k items?
If so, great, if not, good luck.
Your entire range seems to be from the Far East. Then have fun from 13.12.24 onward and with the safety regulation and the legally required information for it.
Don’t get me wrong, it’s nothing personal - but with 15 years of eBay experience, you should actually know something like this.
Best regards
terri131719
·1 year agoCustomers who have been active for over 15 years is stated in the previous sentence 😉