Consumer complaint received 2021-03-12
Company: Paypal Holdings, Inc
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I had a very bad experience with a seller using PayPal 's platform who lied and scammed me. Under PayPal 's purchase protection, it states 'If you don't receive the item that you ordered, or it shows up significantly different from its description, you may qualify for Purchase Protection, and we'll reimburse you for the full purchase price plus any original shipping costs, subject to terms and limitations. ' I contacted the seller in XXXX for a refund and asked them to provide me with the return address, which they agreed to send me ( please refer to attached documents where seller directly tells me 'u can send hair back. ' ) I ordered several hair bundles, closures and frontals. I was lied to by the seller and defrauded in many ways. I was told the hair I was purchasing was their highest grade of human hair, which meant little to no shedding, tangling or matting and no synthetic fibers. The hair I received after close inspection had all of the above along with a lot of short hairs, a horrible burnt smell and inconsistent texture. Unlike human hair, synthetic hair, which the seller sold me as human hair, has little resistance to heat. When exposed to heat, the hair either burns or melts. I quickly found out about the sellers dishonesty and confronted the seller about it. The seller response on XX/XX/XXXX through XXXX was u can send hair back. The seller also requested I send photos so she can give it to her factory boss in order for me to receive the return address. I sent the seller photos of the matted and tangled hair on XX/XX/XXXX after the seller didnt answer my complaint on PayPal. On XX/XX/XXXX the next day after providing proof to the seller and still receiving no response, I asked yet again for the return address and got no response from the seller. On XX/XX/XXXX, I asked yet again for the return address on XXXX, and still no response from the seller. XXXX informs you when the message has been seen from the sender. On XX/XX/XXXX, I messaged the seller yet again for the return address no response. The seller continues to view my messages, but has not responded to me. The seller 's actions obviously prove that the hair they sold me were not under the same pretenses as they initially described to scam me. I just can not understand how the seller told me from their own messages I can return the items, which my screenshots will prove, and once Ive done everything they requested, fail to provide me with the return address and ignore me. I made every attempt possible to resolve the matter. After Ive done what they instructed me to do they never sent the return address and they stopped responding to me. It has now been three months and the seller has yet to provide me with their return address so I can return their items and receive my refund rightfully. Instead they just simply stopped responding with all the proof I provided them as well. The seller needs to be held liable as they sent me items which they know were not as described, promised to refund me and send me their return address and only lied and continue to ignore me. I have no problem with returning the items, but never was I given the return address even asked for it several times. The seller can not expect to keep my money for items that are not as described and fail to provide a return address even when promising to refund me. PayPal was also willing to cover up to {$30.00} of the return cost back to XXXX. The sellers actions towards the situation proves they thought they could get away with selling me items that was significantly not as described. If the seller felt otherwise, why tell me I can send it back and that the issue is not refunding me and then ignore my messages. The seller is nothing but a scammer and my screenshots will prove everything. Why is the seller failing to provide me with a return address, when they clearly stated on XX/XX/XXXX that I can return the hair I received that was significantly not as described? Why has PayPal failed to protect me as a buyer even under their 'purchase protection. ' Its because the seller had every intention to scam me out of {$1600.00}, I have no reason not to return their products. They wasted my time and lied to me thus far. The situation would have also been over with, because as my screenshots will prove I went to every extent to get the return address only to be ignored. Where if the seller didn't lie to me and was honest and truthful, I would have received the return address as promised, return the items and receive my refund as promised and the issue would be over with.

Company response to consumer: Closed with explanation