I have had to make a couple of complaints recently and was I shocked to learn that Buyers do not matter on ebay, only sellers have rights...
Ebay thinks that because sellers pay them the fees, then buyers don't have a say. Well I think they are wrong because without buyers your sellers are useless eg: buyers don't buy from sellers, sellers don't pay ebay fees, a vicious circle that ebay refuses to understand.
When they respond to a complaint that you make, it is a standard prefabricated reply that in my case didn't even match the complaint.
Get with it ebay before all your buyers are gone