I purchased a headband/bow for A 3 months ago and still have yet to get what I ordered. 6 weeks after the purchase I contacted the Etsy seller who informed me she forgot my order and would make it ASAP with an extra headband to make up for the time delay. 2 more weeks go by and I receive my package to find 2 headbands with an "M" on them when I ordered an "A". I contacted her again and she said she would send out an "A" one ASAP. Now we are 12 weeks in without the headband I ordered. I contacted her today and asked if she already made the headband and if not could she please just refund me. I ended up pulling off the "M"s and purchasing stuff from Hobby Lobby to put an "A" on it which cost me another $5. She did not make them yet and wants me to return the "M" headbands she sent me before she refunds my money! That just doesn't sound right to me. What do you ladies think? I paid her $14 for a headband that she messed up and have waited 3 months without receiving what I ordered. Should I just demand a refund? Or send the headbands back even though I already removed the "M"s? I made the headbands work but at my expense and they don't look the same as what I was trying to order.
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I agree with you, I think that she should refund your money and you should keep the M headbands. Even after that I would have a hard time leaving her anything but negative feedback. Am I understanding correctly that there were several weeks between you receiving the M headbands and canceling the correct ones? It just seems like poor customer service to me.
I know that etsy sellers are small companies working out of their homes for the most part but they are still companies and part of their budget needs to be set aside for fixing these types of mistakes if they want to keep customers coming back.
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I agree that she needs to refund you and allow you to keep the product she already sent.
Can you send me her link on a gold wall post, so I can be sure not to do business with her?
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I would not use my time and money to ship her mistake back to her. If she had been apologetic and responsive immediately, then i probably would have, but not at this point. She needs to give you a full refund.
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Is the headband something special that she made by hand or just something that she attaches decorations to?
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@T.H.O.U.: She just attached a bottle cap thing to it.
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@zippylef: Yes I will
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I think she should issue the refund. 12 weeks for headbands is ridiculous unless she is spinning gold for them herself. If she didn't want the M ones back before I am not sure why she wants them back now that you are requesting a refund.
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@Cole: Yes I just sat down and figured out how long it has actually been and it has been 5.5 weeks since I received the "M" headbands and contacted her about the mistake. I didn't realize it has been that long!
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Did you pay with credit card? If so, warn her that you will do a charge back if she does not refund you. If she still refuses to give your money back, call Visa and do the charge back.
If she had been apologetic from the start and quick to fix her mistake, then I would have worked with her. At this point it's too late and she should just give your money back.
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you can contact etsy and see if they can help you with this dispute you can file a non-delivery complaint
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@Mrs.B: I am shocked that given that length of time that she didn't volunteer to give your money back. I would send an email to her clearly stating all of this, that you expect your money back and if not that you will contact your credit card company and do a charge back. And I would note all of that in her feedback as well.
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Yeah, I would respond politely and just say that it's getting a little ridiculous how much you've been inconvenienced with this order so nothing is getting mailed back and you still want your refund. Add in that you won't be able to recommend her shop to friends if she can't give it to you. It might not be what she wants to hear, but at this point she really should just do whatever it takes to make you happy. The worst that can happen is she can refuse, in which case you're out the $14 but at least you know not to order from her again!
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Also, just wanted to add that I once ordered a $90 custom wall decal from an etsy seller and no matter how hard I tried I couldn't get it to stick to the wall. The glue on the paper was super strong and it was almost impossible to separate it without ripping and I was following the instructions exactly. I told the seller about the problem and received a full refund immediately without having to mail anything back, I felt bad but I expected to get my refund at that point!
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Did you pay through credit card or PayPal? If you did I'd file a dispute with the company you paid through if she won't refund you. That's a crock!
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I have sadly had several Etsy fails as of late. I have found that leaving negative feedback generally gets their attention when normal conversations don't do the trick. They then try to fix it in order to get you to remove your negative feedback. Two out of three times, it made more sense to me to warn others. I also escalated one to Etsy and the seller then immediately made it right. At this point, I would go straight to Etsy with what you think the resolution should be.
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Ask her to send you a pre-paid shipping label. If she actually does it return the headbands, don't worry about affixing the Ms back on. Give her five business days to do this. After that can you take up the refund issue with PayPal or your credit card vendor.
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@Mrs. Lemon-Lime: I think this is a good idea. If she reeeallyyy wants her product back so badly she needs to make it as easy and convienient as possible for you.
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17 comments