Consumer complaint received 2020-09-09
Company: Paypal Holdings, Inc
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Summary : Purchased 2 products from US-based company but turns out the US-address is fake and the company has no staff or products in XXXX. They claimed on their website that ship with standard shipping within the US, but they actually ship from XXXX. Months later I only have 1 clearly used product, instead of the 2 new products I paid for. Seller refused to offer any refund until I filed a complaint with PayPal and then they only offer a refund if I return both products ( because they know I only received one ) and ship it to XXXX ( because they know the shipping will cost as much as the product I received so I would basically just end up paying {$100.00} for no products and receive no refund. ) Since PayPal refuse to honor their buyer protection, I'm trying to close my account with them, but they will not allow that unless I call them. It is not possible to call them at all right now, so basically I can not get help from them and I can not close my account with them - despite all the evidence is in my favor, and I had been a loyal PayPal customer for 10+ years ( if you count the account I had with them in XXXX ). I'm very disappointed in how poorly this whole thing has been handled. It does not seem logical or legal. 


Seller : XXXX ( via PayPal ) Invoice ID : XXXX PayPal Case ID : Case ID : XXXX Order amount : {$88.00} USD Refund requested : {$88.00} USD Case opened with PayPal on XX/XX/2020 I have tried to resolve this via email. According to their website ( which does not appear to work now ), they are a US-based company and ship within the US, but finally they admitted they " shipped '' from XXXX but conveniently can not provide any valid tracking reference or ETA for the order. Now they have stopped replying entirely. I have been asking them for weeks to cancel the order and refund my money. It is obvious that I will never see my order, and reading all the terrible reviews that have been posted since I placed my order it is very clear that this is scam company. 

XX/XX/2020 I made an order on XXXX 's website. They claim they are in Utah and that they use standard shipping within the US. I received an order confirmation on XX/XX/XXXX. I asked if I could get a status update on XX/XX/XXXX, since I didn't know if it had been shipped. I got a reply on XX/XX/XXXX that they had forgotten to ship the order but would do so now. I responded immediately, asking them to cancel the order so I could just buy the things in a store because I didn't have time to wait ( for what I thought would only be 3-5 days ). No response from the seller. On XX/XX/XXXX I followed up asking if they had cancelled my order, or if they shipped it anyway and if they shipped could they at least provide a tracking reference. Still no response from the seller. On XX/XX/XXXX I contacted them again, emailing all the possible email addresses I could find for XXXX  and XXXX  ( no idea who XXXX is but they sent me the order confirmation and all the email addresses for XXXX  don't work, and their website was down at the time too ), demanding they confirm the order has been canceled and give a status on when I can receive my refund. On XX/XX/XXXX they finally reply saying " Really sorry, Due to the impact of the epidemic, global logistics will be delayed, your package is still in transit, we will refund {$2.00} for all the inconvenience bring to you. thanks for your patience. XXXX '' I replied that same day that this is the first I have heard about any need to ship something globally since they are a US-based company and claim to be shipping within the US.  No response. On XX/XX/XXXX I contacted them again asking for the confirmation that they have cancelled the order and refunded my money. They replied the same day and for the first time provided a website and tracking number. The tracking number claimed the package was still in XXXX. I replied back to them that I wanted a return shipping label so I can return the package ( if it ever arrived ) and opened a case. Now we're just going around in circles ... 

XX/XX/2020 Half the order arrived after 2 months. There was only 1 bed, not 2 ( as ordered ). Also, the bed is clearly used ( it stinks and has dog hair on it ). I can't even give it away, and I don't even want to keep it inside as I'm sure it's covered in bugs and bacteria. It's disgusting. I want a full refund. I have been trying to resolve this with XXXX  ( XXXX - where I ordered it from ), XXXX  ( XXXX - where my PayPal payment apparently went I guess? ) and XXXX ( XXXX - who I have no idea who they are but have all my personal and order information so that's lovely that 3 different companies have all my info ). I could not get any response for weeks when I tried to find out if they had processed my order and then when I asked them to cancel the order, but now  I'm answering 3 emails at least a day from all 3 email addresses about this 1 order ( all copy/paste e-mails because no one speaks English there ) for the past month and getting absolutely nowhere. I want to be able to block them, but I need my refund first. 

XX/XX/2020 Attached please find the complaint filed with the Internet Crime Complaint Center. This is the only receipt they provide you with when you file. I have not received any e-mail confirmation yet. 

I can provide the police report, conversation with seller and chat with PayPal ( as they do not answer their phones at all ).

I just want my money back, to be able to block these fraudsters that are harassing me, and to close my account with PayPal since they have no interest in protecting buyers ( my personal information was shared with at least 3 entities by either XXXX  or PayPal did absolutely nothing, so I am unclear why I need them  for anything ). Since I bought these products, my email address has ended up on the dark web. I have had that email since around XXXX first started, but suddenly now it ends up on the dark web right after I placed my order with XXXX ... I could redact my personal information from the attachments, but why bother at this stage since PayPal and XXXX have broadcasted my information all over the world anyway.

Company response to consumer: Closed with explanation