Consumer complaint received 2020-02-21
Company: Paypal Holdings, Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I made a purchase XX/XX/XXXX for some clothing from a site called XXXX. I saw their ad on XXXX  and it looked like my style, and I was in need of some new work clothes. I checked out the site, got in contact with the merchant on XXXX to make sure that the clothing was US sizes and to determine if the clothes were coming from XXXX or not since I was planning to buy 6 items totaling {$150.00}. Based on my conversation with the merchant I believed that the clothes were being shipped from the US. Once, I placed my order, I was told I would receive the clothes within 7-15 business days. After 7 business days, I reached out to the merchant about not getting an update about the order since it is approaching the timeframe of when I should be receiving it. XX/XX/XXXX is when I sent the first email. The response I got was broken English and that is when I realized that the order I made was coming from XXXX. At that point the money had already been taken from my account, and I hoped for the best. I again contacted the merchant XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX about the status and why it had not even been shipped yet. I kept getting a reply that the clothes are being special made, and that my order is processing and that they apologize for the wait, but it will be worth it and that I will be very happy with the clothing. Finally, XX/XX/XXXX I got notification that my order was shipped and to check back in 24-48 hours for updated tracking info. A few days later, I tried to check the order status, and I was sent to a site that said " Oops, something went wrong. This shop is unavailable. '' That immediately threw up some red flags, so I manually copied and pasted the tracking number to see what was going on. It showed that something was dropped off, but no other info after that. Still having good faith, I patiently waited. Come XX/XX/XXXX, I still had not received anything. I finally filed a dispute with PayPal since I knew I had buyer protection and at this point I knew I was scammed. Of course a few days later, I actually get something in the mail. Upon just looking at this small package, I knew something was wrong. The label on the plastic wrapped package only listed 4 items of clothing when I purchased 6. When I opened it, there was only 2 items, and it was nothing of what I ordered and the quality of extremely horrible. I took pictures and measured the size of the package that the items came in. I brought this to the attention of PayPal, and because something was sent to me they changed the topic of my case to " Items not as Described '' when initially it was a fraudulent/scam case. Awaiting the seller 's response, which they gave him until XX/XX/XXXX to respond. They sent PayPal the tracking number XX/XX/XXXX, which gave proof that something was sent, but why had they not asked the seller for proof of what they sent, or for anything that can show that he didn't scam me? XX/XX/XXXX, I tried contacting the seller at  XXXX letting them know I reported them, and to just do the right thing and refund my money. The email got sent back saying that the user is not found. I believe I had already escalated my case in PayPal at that point since the seller was giving me the run around. However, rather than ask me for evidence and proof to show I was scammed, PayPal only kept in contact with the seller, who clearly knows the system and gave them the run around as well responding hours before the deadline of when the case would rule in my favor. I tried to contact PayPal via email, begging them to let me send evidence, but I got no response. XX/XX/XXXXthe seller opted to give me a partial refund of {$30.00} that I denied immediately. After PayPal reviewed my response, they gave me 1 option : to send back what the seller sent to me, and only when he receives it will I get my money back, but I am responsible for paying for the return shipping back to XXXX. I find that appalling considering that I was scammed, so I called PayPal yesterday, XX/XX/XXXX, asking if that is the only option, and why after being scammed I have to pay anything towards this? The representative on the phone admitted that he knew I was scammed and that they are investigating the seller, but it is their policy that I have to return the items in order to get my full refund. I was scammed! Ordered 6 things, got sent 2, and it's not even what I ordered. The PayPal rep finally told me that I have 2 options : pay for shipping back to XXXX and hopefully it will get to the scammer and then I get my money back, or I call my bank and report fraud. I excused myself from the conversation with the PayPal rep and called my bank. After speaking with the fraud department, I was sent to a specialist who then informed me that they could not do anything since it was an ACH purchase. She then told me of this site and to give it a try. I am at a loss that both XXXX XXXX XXXX and PayPal can't help me when I was scammed when both these companies claim to help their customers in situations like this. {$150.00}, may not seem like a lot, but when you are struggling financially it does mean a lot to me. At this point, PayPal has given me an ultimatum and I have to respond by XX/XX/XXXX with a tracking number, or they will close my case and I will be out of the {$150.00}. Please help me.

Company response to consumer: Closed with monetary relief