A Stylish Design

This seller had an ad posted on Etsy.com under the heading "Wedding Guest Book and Guest Book Pen SET You Customize Shown Ivory Rhinestone Personalized Tag". Because the ad said the order could be customized, we reached out to the seller to see if we could make a small alteration. She responded telling us this was no problem and to put the request in the purchase order notes. We included two notes in the purchase order about our alteration request, yet when we received our order, the alteration had not been made. I contacted the seller advising of the mistake and asked to make an exchange so the mistake could be corrected. I advised I still had the original packaging and could return the set in that packaging if she could provide me with a prepaid shipping label. The seller refused to allow me to return the set in the original packaging and also advised me NOT to return the pen that came as a set with the book that was made incorrectly. The seller required that I make a separate trip to the post office to pick up a flat rate envelope and I did this so as not to be argumentative. The item would not fit inside the envelope she instructed us to get, so we used our own envelope and ended up having to pay extra for shipping. We were displeased with the customer service we had received thus far and decided to make a return instead of an exchange. At that point, we asked to receive a postage label to return the pen since it was part of the set. The seller refused. I opened a case with Etsy.com because the seller would not resolve our issue. The seller told various untruths to Etsy throughout the course of the case discussion, and never did provide us with a refund for the remainder of our purchase (the pen). We had to seek a refund from PayPal separately. We have yet to be reimbursed for return shipping for the pen, which the seller owes us because it came as a set with the guest book that was made incorrectly. If items cannot be returned as set, they should not be sold as a set.