Christina...
Ideal_Rock
- Joined
- Mar 7, 2011
- Messages
- 5,028
I know that many of you have used paypal for a long time and know lots and lots about how it works. I unfortunately am finding the process confusing and frustrating.
My DS asked for a modded xbox controller for his birthday. Shortly after I saw a groupon deal for a controller through a company that I'll not name right now. I purchased the groupon using a Master Card, and then placed the order with the company offering the controller on November 15th using my palpay CC because I upgrades several features. When placing the order I became of aware that the company claimed that it would take approximately 6 weeks to build the controller, I needed the controller by Decemeber 7th so I elected to pay for both expedited processing and expedited shipping, by doing so I should have received the controller within 10-12 days (they did not say 'business days' though I took that into consideration) which should have given me enough time to gift it to my son for his birthday on the 7th of December. When I hadn't received any shipping info from the company the first week of December I decided to contact them and promptly received a response saying that the controller would ship the following week. This would cause the controller to arrive after his birthday and be beyond the expedited processing and shipping times that I paid a large, IMO ($60) amount for. I contacted the company and told them that I no longer wanted the controller, that it was a gift, that I had paid to expedited the order to ensure that I would receive it on time for the birthday and that since it would not arrive on time I no longer wanted it and to please cancel the order. I didn't receive a response.
I know that paypal requires that disputes be placed within 45 days. I was becoming concerned that there would be problems with the order and asked paypal to facilitate. After opening the dispute I did some additional research on the company. I know, I know, I should have done this before I purchased the Groupon but....shame on me. Honestly though, I'm not sure I would have found much at that time. However, when I checked the BBB in December I found complaint after complaint about this company missing shipping deadlines or not sending the merchandise at all, in many cases when the item did ship it arrived broken or with used or missing parts, for some reason the majority of complaints began in October so maybe the company changed hands or something? With the new information I decided to escalate the case with paypal. I again told the company that they missed the shipping deadline that I had paid additional funds for and that when I communicated that I wanted to cancel the order they neglected to respond. I escalated the case on December 12th. The company did not respond until December 17th when I received an email from them saying that my item had shipped. I immediately responded, again stating that I had asked for the order to be canceled, that I had placed a dispute with paypal that they had failed to respond to and that I would like a RMA # because I would be returning the product upon receiving it. Per their website I am able to return for a full refund within 4 days of receipt.
The following day I received an email from the company apologizing and requesting that I return the merchandise to the supplied address. I also received an email from paypal a day later telling me that the company had supplied shipping info and because of that they had closed the case. I received my product on 12/19 and mailed it back to them priority mail on the 20th. Because of the holiday they didn't receive it until the 27th. I notified them on the 20th to expect it and supplied tracking info. I haven't received a response. On the 27th I emailed them to notify them that I knew that they had received it and asked when I could expect my refund. I have gotten no response. I emailed them again today asking again for an update on my refund....
I'm wondering if there is any other recourse through paypal? I opened a dispute and they closed it when the item shipped. However based on the companies own return policy I had the right to a refund, however it's now passed the 45 day dispute deadline. Are there any protections since I actually disputed before the cutoff even though I received the merchandise and returned with permission but have not received my refund? I just don't want to be out both my money AND the product. I paid $35 for the groupon and then an additional $165 to the company for the add ons and additional shipping and processing fees, not to mention that I had to purchase another custom controller from another company to be sure I had it for DS's bday party. Ironically that company had the item shipped to me in 5 days! I'm hoping that some of you may have ideas for me.
I know this is long and confusing so if you need clarity please ask and I'll do my best.
My DS asked for a modded xbox controller for his birthday. Shortly after I saw a groupon deal for a controller through a company that I'll not name right now. I purchased the groupon using a Master Card, and then placed the order with the company offering the controller on November 15th using my palpay CC because I upgrades several features. When placing the order I became of aware that the company claimed that it would take approximately 6 weeks to build the controller, I needed the controller by Decemeber 7th so I elected to pay for both expedited processing and expedited shipping, by doing so I should have received the controller within 10-12 days (they did not say 'business days' though I took that into consideration) which should have given me enough time to gift it to my son for his birthday on the 7th of December. When I hadn't received any shipping info from the company the first week of December I decided to contact them and promptly received a response saying that the controller would ship the following week. This would cause the controller to arrive after his birthday and be beyond the expedited processing and shipping times that I paid a large, IMO ($60) amount for. I contacted the company and told them that I no longer wanted the controller, that it was a gift, that I had paid to expedited the order to ensure that I would receive it on time for the birthday and that since it would not arrive on time I no longer wanted it and to please cancel the order. I didn't receive a response.
I know that paypal requires that disputes be placed within 45 days. I was becoming concerned that there would be problems with the order and asked paypal to facilitate. After opening the dispute I did some additional research on the company. I know, I know, I should have done this before I purchased the Groupon but....shame on me. Honestly though, I'm not sure I would have found much at that time. However, when I checked the BBB in December I found complaint after complaint about this company missing shipping deadlines or not sending the merchandise at all, in many cases when the item did ship it arrived broken or with used or missing parts, for some reason the majority of complaints began in October so maybe the company changed hands or something? With the new information I decided to escalate the case with paypal. I again told the company that they missed the shipping deadline that I had paid additional funds for and that when I communicated that I wanted to cancel the order they neglected to respond. I escalated the case on December 12th. The company did not respond until December 17th when I received an email from them saying that my item had shipped. I immediately responded, again stating that I had asked for the order to be canceled, that I had placed a dispute with paypal that they had failed to respond to and that I would like a RMA # because I would be returning the product upon receiving it. Per their website I am able to return for a full refund within 4 days of receipt.
The following day I received an email from the company apologizing and requesting that I return the merchandise to the supplied address. I also received an email from paypal a day later telling me that the company had supplied shipping info and because of that they had closed the case. I received my product on 12/19 and mailed it back to them priority mail on the 20th. Because of the holiday they didn't receive it until the 27th. I notified them on the 20th to expect it and supplied tracking info. I haven't received a response. On the 27th I emailed them to notify them that I knew that they had received it and asked when I could expect my refund. I have gotten no response. I emailed them again today asking again for an update on my refund....
I'm wondering if there is any other recourse through paypal? I opened a dispute and they closed it when the item shipped. However based on the companies own return policy I had the right to a refund, however it's now passed the 45 day dispute deadline. Are there any protections since I actually disputed before the cutoff even though I received the merchandise and returned with permission but have not received my refund? I just don't want to be out both my money AND the product. I paid $35 for the groupon and then an additional $165 to the company for the add ons and additional shipping and processing fees, not to mention that I had to purchase another custom controller from another company to be sure I had it for DS's bday party. Ironically that company had the item shipped to me in 5 days! I'm hoping that some of you may have ideas for me.
I know this is long and confusing so if you need clarity please ask and I'll do my best.