Consumer complaint received 2024-07-12 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: TN

Complaint narrative:
I ordered countertops from a seller from XXXX that I found on XXXX. 

I was given a bad product. After other professionals coming to my home ( 3 to be exact ), all of them determined that the product was made incorrectly by the seller. In particular, the mold he made to frame the countertops while making them was made incorrectly causing the epoxy on the countertops to be uneven all over the countertops and did not allow for any or very little epoxy to be on the sides. They also all agreed that the seller did not treat the wood correctly before pouring the epoxy. Both of these issues have caused significant damage that is irreparable. I did contact the seller when the countertops arrived and told him that they were already cracking on the sides and he sent me some epoxy to fix them, but that did not work, I reached back out to him again to let him know they were continuing to crack and he is the one who told me to have a professional come out to fix them and he would cover the cost. 2 of the professionals said they couldn't do anything and one of them said that he could try to repair it, but could not guarantee its repair because it was made incorrectly in the first place. He provided me with a {$3000.00} estimate and the seller refused to pay it. I asked the seller to find someone in my area and that I would make myself available for anyone else to come and take a look. He refused. 

I then asked the seller for my money back or to send me a new countertop since the one I received was made incorrectly and he said he was happy to make me a new one if I paid him another {$2500.00}. I am not going to pay him any more money given he sent me a bad product to begin with. I then disputed the purchase with Paypal. I have provided Paypal with all of my documentation which includes the estimate from the company who said they could attempt to repair it, the complaint I filed against the seller with the FBI per Paypal 's request and direction, several pictures of the damage all around my countertops where it is cracking, copies of the correspondence from the seller admitting that he made them incorrectly and that he made a mistake and that if I received them and there was damage that I should recycle the product. 

I have talked to several reps at Paypal and every time I talk to someone I get a different answer. They denied my claim with no explanation and every time I would call in every rep would give me a different answer. XXXX person said I would have to ship them back which I am more than happy to do, but then I would be out even more money which is extremely unfair when the seller told me that it should be recycled. I don't have any messages from Paypal stating that anywhere. Someone just threw that in there. I reached out to Paypal for weeks trying to get someone who spoke English and someone in the US. The people answering in XXXX weren't reading my notes, saying there were submitting more details for the case after we spoke only to talk to the next person who said they didn't find anything. 

Paypal is protecting someone who admittingly made a bad product and took off with our money. They advertise seller protection and we have NOT been protected at all! I am not even really sure why my claim was denied because every rep is all over the place. All I want is my money back so I can get new countertops that are not completely damaged. I can not afford to send XXXX countertops back nor can I afford new countertops without getting our money back. Paypal makes almost impossible to get real help! I have literally done every single thing that the seller has asked me to do and Paypal is not holding the seller responsible for that.

Company response to consumer: Closed with explanation