Placed 2 orders for puppy pads from HealthyPets.com through eBay. When I asked whether my items had shipped, I was told that I needed to pay a $30/box surcharge due to the weight of my item. I called eBay directly and discovered that it’s against eBay policy to ask the buyer for additional money after a sale/auction is completed. The transaction is a binding contract to which both parties need to adhere, governed by the terms the seller listed at the time of the sale. eBay has a “Calculated Shipping” option they should have used if it is actual shipping charges they are looking to recover!
I replied by email, advising them about eBay’s policy and got no reply. I emailed and got a reply from Dave who replied that my items had SHIPPED 3/11/11 and that I would be provided with tracking info ASAP. Never happened. When I called their customer service # and reminded them of eBay policy, I was given the runaround. After being put on a lengthy hold, I was told that my items would ship within the next 24 hours and I would be sent tracking info. Guess what–never happened!
I called again on 3/16/11 and spoke w/Michael. He told me the same thing… the items would ship and I would receive tracking info. I asked to speak to a supervisor and that only led to Dylan’s voicemail. I left a message that was, of course, without reply. I called again after leaving Dylan a message and this time spoke w/Dave–SURPRISE, the one who told me that my items had already shipped on 3/11/11! He changed his story and told me the same thing everyone else kept telling me… the items would ship and I would receive tracking info (see a pattern here??)
On 3/17/11 (one week after I placed my 2nd order of puppy pads), I called and spoke w/Nelson. He said the shipping department refuses to ship my order until I pay the shipping surcharges required. I told Nelson that is in violation of eBay’s policy. He put me on hold and finally told me that he promised my items would be shipped TOMORROW 3/18/11. (Not holding my breath on that one!)
I’ve purchased the SAME PRODUCT from EntirelyPets.com (apparently their sister company) many times before and had no problems until now. I understand, costs are going up for everyone everywhere… but come-the-eff-on. Be honest in your advertising of what you need to/are going to charge people. Don’t bait-and-switch me and try to pull the wool over the eyes of a GOOD CUSTOMER. Whatever happened to people being true to their word or honoring a contract? Sad.