David Gillon

Latest email to eBay:

 Please note that this item was not returned because the eBay Resolutions Team were engaged in responding to my contention that the item should be picked up from my home address as a Reasonable Adjustment under the Equality Act 2010 given my physical inability to deliver the item to the Post Office as a wheelchair user. I have yet to have an answer to this. Naturally I have not posted the item as I am still waiting for eBay to respond as to whether they were willing to pick up the item and was told the issue was on hold pending this. Even were eBay to decide they would not pick up the item it is only reasonable that  the clock on the return be stopped between raising the complaint and the resolution in order that I then be given the chance to attempt to make some arrangement for return. Instead I am informed that as the item has not been returned no refund will now be issued.

Additionally I was informed by the Resolution Team, email dated 9th March, that my complaint was on hold to the 12th and I need take no action. Naturally I presumed that the clock on the return was stopped by this email. Note that this email was accompanied by a set of questions that were utterly nonsensical and a statement that a further email would be forthcoming in relation to them. No such email was received, nor could I respond to the email of the 9th to point out the inconsistencies, apparently due to the Hold status. On the 12th a further email was received, extending the Hold to the 16th, again I was told that no action was needed on my part. Then suddenly I am told that the claim has been resolved and that no refund will be issued as I have not returned the item.

But for the Hold status I would have escalated the complaint myself. Further, the Hold status has prevented me from outlining to eBay the inconsistencies and utterly nonsensical nature of the communications I have been recieving.

Ultimately I have not returned the item because eBay have been telling me since the 9th that the issue was on hold and I need do nothing until a decision was reached. I have done precisely what eBay have asked me to do and have now been told that no refund will be issued as a result of my following your instructions.

Unless eBay either a) reopen the case and answer the original question regarding provision of a reasonable adjustment (a matter they are legally required to respond to in writing under UK law, see the Equality Act 2010), or b) reset the clock on the return to give me at least the 5 days that the complaint was on hold to attempt to arrange a return, then I will have no alternative than to place the issue in the hands of Trading Standards.

Yours,

David Gillon