Consumer complaint received 2019-11-03
Company: Paypal Holdings, Inc
State: MS
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unexpected or other fees

Complaint:
Dear Sir or Madam, On XX/XX/2019, I purchased a 8 in 1 heat press, item number XXXX for {$190.00} from XXXX. In my search for what I thought to be the perfect heatpress, I specifically filtered my results to only include items from the USA. I settled on this one from seller XXXX because it also advertised a 1year warranty. Item is advertised to ship from XXXX XXXX, California, Us. However, when I received my item, it shipped from New Jersey. On XX/XX/XXXX, I inboxed the seller and I told him that I was having an issue with my heat press and wanted to know how to receive a replacement. My message was ignored. After more than enough time, I reached out to XXXX and they told me that they could only cover me for a certain amount of time and referred me to Paypal. I called Paypal and explained the situation to them and the representative informed me that she would ask the seller to return my money and if they require me to send it back, she would also ask for a return label. However the next morning I received an email asking me to return the item, at my expense, to XXXX. I called Paypal back and explained to them that I did not get a return shipping label and my item did not come from XXXX. The representative ensured me that if I ship it internationally, I would not pay more than XXXX dollars and that paypal would reimburse me for up to XXXX dollars. Upon carrying the 45 pound box to my local post office and getting a quote, the postal worker tells me that the absolute cheapest shipping rate she can give me is {$210.00}. I called Paypal back AGAIN! XXXX the representative at Paypal told me that since the back office has already made the determination, there is nothing else I can do besides send the item back. When I asked to speak to a supervisor, she kept telling me that the supervisor would just tell me the same thing. I insisted to talk to a supervisor and she finally agreed. After a 40+ minute hold, XXXX came on and said that the only thing she could advise is that I speak to my bank and ask them to do a charge back. I explained to her that per the previous representatives advice, I had already done that and the banks policy is 60 days or less. She just kept insisting that I call the bank back and plead with them. I find these practices to be quite different from what the policies entail. I can not see where its appropriate for someone to order something from California and be required to pay over the price of the refund amount to ship it back. This is a strong case of bait and switch and it certainly causes trust issues towards XXXX and Paypal. There is no point in having a warranty if you have to spend the same amount as the item costs to have it replaced. According to XXXX location misrepresentation policy, this seller should not even be allowed to sell. Yet here they are scamming people daily because of the companys negligence and lack of policy enforcement. At this point Im being told either way I go, I lose.

Company response to consumer: Closed with explanation