I have been using Paypal for years and for the first time I am very annoyed, frustrated and pissed off with their service.
On, March.4th,2018, I ordered a 360 deep wave human hair lace front wig ( Order # C4270) from Casei's website for $39.50 USD ($50.88 CAD) and paid through paypal.
I was really looking forward to receiving this item I purchase but when the wig arrived in my mailbox, almost three weeks later, it was not what I ordered.
My order was suppose to be a human hair lace front wig but what I recieved was significantly different product than what Casei advertised on their website.
I was very dissapointed and as soon as I recieved it I attempted to contact Casei by emailing firstname.lastname@example.org several times.
I never got a response from them ... so I escalated my claim to paypal, who also contacted them. They never responded to Paypal so Paypal granted me a refund with the stipulation that I would have to return the item to CASEI with a tracking number.
Upon visiting Canada post, I learned that it would cost me $79.11 to ship the item back to China with tracking and that Paypal only covers $30.00 in return international shipping fees. That did not make sense to me since I would be tight back where I started from.
Currently, I live in Canada .... so to return the item back to Casei would cost me $79.11 CAD which is more than the $39.50 USD ($50.88) I spent with their free shipping to purchase the item.
Over the phone, I tried to explain this to Paypal several times but they only ended up closing out my claim, refusing to re-open it to refund me my money and stating I did not respond in time with the tracking number. This really frustrated me because the sellers website clearly says that the seller offers a 100% money back guarentee without returning the item that is under $70.00. However, paypal does not care about the sellers return policy or the fact that they do false advertising.
I have called Paypal at least 8 times in the last month. to get my refund but they refuse to help me. In fact a manager by the name of, Mike, in their limitations department told me I would have to "eat" the cost. He did not care about the fact that the item was not what CASEI had advertised and that CASEI was not responding to my complaint and my desire to send the item back to them as a COD (Cash on delivery). Now I am out $50.88 CAD and I don't feel protected as a buyer through PAYPAL.
Paypal's resoloution service needs a lot of improvement. I had to repeat my issue over and over again. Bad communication. They really need to clarify their claim process in regards to international shipping that is expensive and extend the time limit on their claims. In addition to allowing their buyers appeals. They also need to block or suspend all sellers, using their payment services, who do not respond to buyers using their payment services when there is a problem.