Consumer complaint received 2020-08-29
Company: Paypal Holdings, Inc
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2020, I saw an ad on XXXX for a folding picnic table. The price was low and while I was pleasantly surprised by this, I figured my purchase would be safe since I was given the option to pay through PayPal ; it is because of this trust in Paypal that I made the purchase, and you will find that my complaint is with PayPal protecting scammers and not holding up to their promise for consumer protection. The total amount for the purchase was {$26.00}. 

I checked the provided shipping tracking number and it showed the item had arrived from XXXX and had delays in customs, as was to be expected. When I attempted to contact the seller two months later because I had not received my order yet, the link to their website in their confirmation email no longer worked, and for that reason I no longer had the tracking number. I then contacted them through Paypal on XX/XX/2020, and they provided an updated tracking number. This updated tracking number showed that the item had been delivered, but the item that had been delivered ( and that I received ) was a cheap {$10.00} watch ( {$2.00} if you buy it on XXXX ), not a folding picnic table. It is also notable that the envelope in which the watch was shipped had the sender corner torn off ( though through the tracking number on the envelope I was able to backtrack that this was their shipment ). In my conversation with the seller through the PayPal messaging system, I told them that I did not order a watch but rather a folding picnic table, and they said they were sorry and it was a mistake, and that I could return it to them and pay shipping to XXXX myself, or they would offer a 40 % refund. I told them that was not reasonable and I did not order a watch, and I let them know that I would escalate this case with Paypal. I did so, and PayPal notes that when a case is escalated that they will review the messages between the buyer and the seller and make a determination based on what they find. After Paypal 's review, they said that since the tracking number provided showed that [ something ] had been delivered, my case was denied and the case was closed. In the messages with the seller, they never denied that they provided the wrong product, they even admitted this happened. It is clear that PayPal did not review the messages, or worse yet, that they are complicit with scammers ( based on reading comments all over their XXXX page, the latter seems to be the case ). I commented on their XXXX page about my problem and they seemed very polite and helpful in the comments, saying that they wanted to help me and to contact them, but when I messaged them, they replied back once asking for additional information, and they never replied again, even though I sent numerous messages. 

Unfortunately ( and possibly intentionally ) Paypal 's resolution center will not let me see the messages that took place between me and the seller, all it shows is that the case is denied and closed.

Company response to consumer: Closed with explanation