eBay items not as expected

[Trent]

I've been buying old sets off eBay for a while now, and I always take care to look at the pictures, check feedback etc. I've had a few sets that have had pieces missing, but all of those sets were advertised as such.

I bought a set the other night that was advertised as 100% complete, when it's anything but. It has the instruction manual with it and the set was built to be photographed, so there's no excuse for it to have been advertised as 100% complete if the seller didn't have those bricks. It's not even a case of having replacement pieces (and there are a few of those - e.g. a grey 2 x 4 brick instead of a black one, or two 1 x 2 bricks instead of one 1 x 4 brick etc) - but where there are just parts that aren't in the box at all. I'd say around 15% of the set is missing.

I've contacted the seller, but in 9 years of using eBay, this is only the second time I've ever had a problem with the item not being as described. I'm just wondering how many of you had a positive resolution when there have been missing Lego pieces, or how many of you resorted to leaving negative feedback (which I'm not keen on doing)? Did eBay offer any assistance?

[mikey]

I have no experience of complaining to eBay directly about Lego purchases, although I can say if you are prepared to spend a long time on the phone, they are likely to give you vouchers to spend on eBay. Potentially by the time you pay your phone bill, you will break even (at best).

Potentially you might be able to work something out with the seller? And consider a PayPal claim as "Goods not as Described", it might be worth (if the seller is ignoring you) to start mentioning a PayPal claim early on to get their attention.

Also in the longterm, you may just put this "down to experience" as if you think over many purchases you have had some good deals on used sets, getting burnt once or twice is not that bad really, if you compare to what you would have spent buying on BrickLink (which generally you may pay a bit more, but are pretty much guaranteed to get what you bought correctly).

Anyway good luck sorting it out.

[TypoCorrecto]

Yeah I've have a few experiences like that on eBay. First check Bricklink for the pieces and prices. You then want to contact the seller and tell them the facts, your item was described as 100% complete and it arrived incomplete, you tell them what pieces are missing and that they send those missing pieces, if they do not have the missing pieces you then ask for a partial refund to cover the total cost of the missing pieces (shipping as well). Do this all as politely as possible. If they refuse to do these things then you handle this issue through eBay...I have always had my issues resolved without involving eBay. Hopefully you have the same experience...Good Luck...

[AndyC]

I tend to treat "100% complete" on ebay as meaning "can be built to something vaguely approximating the correct model by someone just wanting shot of their kids old toys" and bid accordingly, assuming I'll need a little extra to Bricklink missing/substandard pieces. You're generally not dealing with hardcore LEGO fans, so they'll more than likely miss out small details and occasionally the odd piece (particularly with old sets that had relatively complex steps with no piece call out).

You can usually spot the better ebay LEGO sellers as they'll mention checking the piece list against Peeron or Bricklink inventories, but even then there is still some margin of error. If you want people that are more likely to strive for accuracy, you're much better off going to Bricklink in the first place.

[Hoboman]

This has happened once to me (out of dozens of buys). Ibuy using paypal so I just used them to aid in resolving the matter.

Sorry you had to experiance this.

[roamingstop]

First contact the seller and explain that for you - 100% complete means that the model can be built as per instructions; replacement parts are not 100% complete (whenever I sell I always mention this).

Next if no response; or a bad response indicate that you will open a resolution center. Be prepared to take photos of the items as they have been posted / packaged. See what happens... and allow the normal system to work.

A year go I bought some models from USA; the photo clearly showed 2 sets of instructions under the models; but neither instruction was packaged. Some of the models were showing their 'good side' only... first the seller claimed that the instructions were not meant to be included... but I pointed out they had used the wording 'what you see in the photo is what you get'...

Eventually I got a refund of about 15% of the purchase price; which I considered a suitable solution. The seller stopped their listings for a while.

[Lego Otaku]

I generally buy large unsorted lot as it's often the cheapest in price per piece vs buying specific parts. For example a seller may want $50 for lot of 100 white 1x2 bricks, which would be a ripoff if you check BL first. Also complete older sets as long as seller mentions in the description 100% complete so I can file "not as described" claim if I have to.

I had 2 issues with eBay sellers over LEGO. Both were mixed lots, one sellers claimed "removed as many non LEGO stuff" and "about 99% LEGO". One of the mixed lot had about 20 Hot Wheel cars, 5 pounds of Mega Blah, 1 pound of mystery brand non-compatible building toys, gold ring (not real gold), candy wrappers, kid rubber toys, etc. I ended up with about 40 pounds of true LEGO instead of 75 pounds as advertised. Got my partial refund through PayPal and left that seller a well deserved neg. Since I wasn't required to send trash back, I sent the good stuff to local charity shop and threw out what wasn't good.

Another seller sent me 45 pounds lot but used the wrong type of tape (cellotape or scotch tape) to hold the box together. I knew it would be another complaint against the seller when I came home to see a trail of spilled LEGO pieces from the driveway to the front porch. After spending 30 minutes picking them up, I weighted the box (38 pounds) and informed the seller with pictures of the failed tape, seller quickly issued refund equal to the amount lost. He got a positive feedback for refunding real fast instead of trying to waste time and drag through Paypal claim. I told him to ask his local post office about finding and using the right tape and how to seal heavy boxes.

[CP5670]

I've had 5 or 6 incidents in the past where I was unsatisfied with an ebay purchase, and all but one seller made the situation right in some way. If the set is advertised to be "100% complete" but is not, that is actually easier to complain about, since there is no ambiguity in what it means. It becomes trickier to complain when you buy "excellent condition" bricks that have lots of scratches and wear. In recent years, ebay's policies have also become loaded in favor of buyers, especially if you pay through Paypal, so most sellers today will go out of their way to pacify annoyed buyers.

[Peppermint_M]

There are four types of LEGO seller on ebay.

The "Getting Money from my Old Toys" is the half decent type, they sell near complete, pretty decent quality sets, figures and honestly described mixed lots. These were their old toys, they want to max the money they can make and they know how to find out how. They'll be honest about real issues and might even add the parts they are not 100% sure are there.

The "Selling my Kids toys" know that LEGO gets top money, but they have no idea how to sell it. Take the risk and get a bag of crayons and megablocks or that amazing Jango Fett figure lodged at the bottom of a pile of old dirty bricks.

The Set Business seller, they sell older sets and new sets for money that is slightly stupid, depending how desperate you want the set. These ones can be a little worriesome, as I know from experience that one seller who I looked at while back was selling brand new City sets as unwanted gifts of their child, shortly after the account was closed and I read a news story about a hijacked TESCO lorry... Then again, some really are legitimate toy sellers.

The "la-la-la Bricklink does not exist, la-la-la" seller. Parts at semi extortionet prices, stupid little custom "sets" made up of a poorly selected figure with random parts. Ugly "custom" figures made out of "rare" parts. Aimed squarely at the newbie AFOL and the gift buying family of LEGO fan children.

Of these sellers, the Selling My Toys seller is best, as they have the most know how. The bricklink deniers are bareable at times but pricing is an issue.

One other thing I encounter on eBay is a "custom" set seller who sells best lock sets as custom designed compatible brick sets. Not at the price of the set (The largest Army sets are about £50 to £70) but each vehicle and part is priced at about £30, so a set made up of a tank a truck and a jeep, sold at £50 is parted out to each vehicle and makes £90... Unfortunately, the non-fan buyers who get it for their kids have no idea, it makes me sad.

[LEGO Guy Bri]

There are four types of LEGO seller on ebay.

The "Getting Money from my Old Toys"

The "Selling my Kids toys"

The Set Business seller

The "la-la-la Bricklink does not exist, la-la-la" seller.

You forgot the "Take your money and give you nothing" seller, self explanatory. They even go as far to unregister from eBay or are thrown out, I guess.

AND the "Refund" seller. Also self explanatory.

I deal heavily in eBay, and have had experience with all the ones listed above. Most of the top four, 'PeppermintM' listed, either BL'd a part or apologized and partially refunded for mistake on listing. For the other two, I either get full refund from seller or Paypal in my favor. Never lost a dime for nothing

[Dazmundo]

I bought a set recently listed as complete but when I came to build it there were 2 parts missing (easy to miss in the instructions). I messaged the seller asking for either the parts to be sent or a refund for the amount it would cost me on BL (not much). The seller was very appologetic and sent me the parts he had missed by first class post, infact he paid more in postage than I had asked him for as a refund.

Sometimes it is a genuine mistake by the seller!

D

[Trent]

Thanks for all of the stories on this - I didn't think that I would be alone!

The seller was very helpful and gave me a partial refund, so I feel a lot happier about the purchase now.

[ziljin]

This guy pickyourbrick has solid prices (at least for some minifigures). The only problem is that they keep everything in some giant warehouse which causes bigger pieces to get scratched up and real dirty. Like horses. Minifigures are mostly fine but the armpits are scratched. And all minfigiure parts are incredibly stiff. I only bought his castle minfigiures so maybe its only for older minfigures that has that problem.

Although I should complain and stuff, I don't really care because at the end of the day its solid prices for discontinued minfiigures. I cleaned up most of the dirtiness and the rest is not noticeable at a distance which is fine because I intend on building large armies.

[kermit]

I had a similar experience last year which made me stop buying lego on ebay except if it is listed as new in box . I had bought a star wars at-ap from a particular seller and I looked at his pictures and description of the item which stated it was 100% complete yet when I received the item it was 50% complete and I actually got lego atlantis pieces and even the tail fin of an airplane. I immediately contacted the seller and told him of what I got and sent him photos of the pieces and told him that I was contacting my lawyer plus notifying ebay to seek legal action..........I spent 30 something dollars on this and want about to get ripped off and as you said in your post the picture on ebay was of a fully assembled set and his excuse was that he just piled everything into the box and didnt sort the pieces and i told him i wanted my money back and will ship back the set to him but he will have to cover my shipping cost.....after not hearing from him for quite a while, when he heard that I was seeking legal action against him he refunded me back all my money and told me to keep the set.

My advice to you if you ever get in a situation like this is that even-though you may not have a lawyer still tell them you have one and will be taking legal action against them and notify ebay immediately and take pictures of what you got because that is the only way you will get any action taken.

Edited August 7, 2011 by kermit

[TheKingOfBuilding]

I recently bought some used Harry Potter sets (both advertised as 100% complete) which were missing a few pieces. When I built the model to check everything was there, I found about ten random but very useful pieces left over, to "replace" the missing bricks! Another example was when I ordered a 2001 HP set, yellow-skinned Harry was replaced by this flesh version !

Every one of my used sets I bought were missing pieces but were replaced by even better pieces or minifigures!

I'm not complaining, I'm saying that I am very lucky when buying used sets!

Edited August 9, 2011 by TheKingOfBuilding

[mikey]

...

My advice to you if you ever get in a situation like this is that even-though you may not have a lawyer still tell them you have one and will be taking legal action against them and notify ebay immediately and take pictures of what you got because that is the only way you will get any action taken.

Don't expect anyone to ever take you seriously if you are threatening legal action over a $30 transaction.

[GhostFan]

Just on a slightly different note, but still regarding eBay, I was wondering if any of the seasoned eBayers can help me.

Yesterday I won an auction for Diagon Alley. It was described as 100% with box and instructions (but not sealed). I won the auction at what (seemed to me) to be a very reasonable price, and paid immediately via eBay with PayPal. This was around 14:00. At 21:45, I got a message from eBay saying that they thought the sale might be a fraud, and not to pay for the item if I hafn't already. Apparently, since I had won, the seller had removed the item from eBay (and, I discovered on checking, had also cancelled their account!), and thus any payment wouldn't be covered by eBay's protection scheme. The seller had 20 100% positive feedbacks, and I had no other reason to be suspicious. As I paid before the eBay warning email, it appears my money will be protected and I can claim through eBay for it.

Has this happened to anyone else? Was it easy to get your money back through PayPal? Any tips for avoiding it happeneing again? I always thought feedback score was the best indicator, but it appears I may have ben wrong!

After 6 years on eBay, and nearly 200 transactions, I've been very lucky never to have had a single problem, so this was an unpleasant surprise

[AndyC]

Feedback is a good indicator, but there are still ways to game the system. Often fraudsters will set up a couple of fake accounts and then do some fake sales between them in order to build up some established positive feedback. I remember seeing (and reporting) one case where the seller had sold the exact same mobile phone about 30 times to the same buyer, both of whom had left 100% positive feedback within a minute of auctions closing!

Thankfully, with eBay and Paypal being effectively the same company and eBay having already acknowledged the fraud, you shouldn't have any worries about getting your money returned.

[CP5670]

A total score of 20 is low in any case, even if they're all positive. I would look for at least 50 in a seller, and a lot more if there are any negatives or neutrals. As mentioned, you should also look at who is leaving the feedback and for what kinds of items.

I used to take occasional risks on sellers with very low feedback (although 100% positive) many years ago and have gotten some great deals on old MISB sets that way, but I probably wouldn't do it today.

[ziljin]

not ebay but bricklink.

i ordered like dozens of minifigures lately. and some of them seemed to have made mistakes and sold me a minfigure with wrong arms or legs or torso (but the rest of that minfigiures from the same sellers are perfectly fine). I guess it's not that important since my goal is to collect as many old castle minfigures as possible. But I should let the sellers know right?

EDIT: So all three sellers have done something to rectify the situation. So far excellent experiences so far. I recently bought some minfigs from a 9 feedback seller lets see how that goes. Only around 17 dollars I think.

Edited August 13, 2011 by ziljin

[LEGO Guy Bri]

I bought numerous sets off of a seller, or a couple that were sellers, that had a very nice feedback profile. 1000+ 100% positive feedback and then all of the sudden, BAM, June 2011 came! I don't know all the details or how many refunds were given. All I know is they are no longer registered users, probably forced by eBay. I never had problems with them apart from a little slow on shipping. Glad I wasn't part of that... Some people

[CP5670]

I ran into a guy like that on Bricklink once. He had 900+ feedback, all positive, and I placed an order but never got any invoice or responses to my emails. After a month or two, he had a spate of negatives complaining about no responses and his store/account was suspended. I never paid him, so it cost me nothing apart from wasted time.

There was also one strange case of an ebay seller (lockhand, if anyone remembers) who was both buying and selling MISB sets on ebay for several years with 5000 or more feedback, all positive. I bought several things from him over the years. He went through what was seemingly his last batch of auctions last year, and then his account was removed entirely. It looked like he might have shut down the account himself, which can be done in principle, although I can't imagine why.

[ziljin]

I ran into a guy like that on Bricklink once. He had 900+ feedback, all positive, and I placed an order but never got any invoice or responses to my emails. After a month or two, he had a spate of negatives complaining about no responses and his store/account was suspended. I never paid him, so it cost me nothing apart from wasted time.

There was also one strange case of an ebay seller (lockhand, if anyone remembers) who was both buying and selling MISB sets on ebay for several years with 5000 or more feedback, all positive. I bought several things from him over the years. He went through what was seemingly his last batch of auctions last year, and then his account was removed entirely. It looked like he might have shut down the account himself, which can be done in principle, although I can't imagine why.

This is probably unlikely, but what if those users passed away mid transactions.

[22kane]

This is probably unlikely, but what if those users passed away mid transactions.

I had a situation like that. After a couple months of no response the sellers wife wrote me an email and I was later refunded my money. The seller had a huge business on eBay for years but he was an older man. Some others couldn't wait and posted bad feedback and chalked it up as a loss I guess. I felt bad for his wife because she had to contact all these people that were upset. You never really think that the seller may have passed.