PurseIO, Inc.

Complaint: 11749664I am rejecting this response because:
1. The biggest failure of PURSE is not that they made a mistake releasing my Escrow while I had informed them of my doubts about the gold's authenticity and was trying to return it as agreed by the seller (who I guess can renege on agreements whenever they want according to PURSE) no that's not the big failure, because we're all human and mistakes happen....no the biggest mistake is PURSE IO not trying to make it right.
The PURSE response did not, at all, address my proposed RESOLUTION that would satisfy me and not cost PURSE IO any money. I proposed a discount of FUTURE cost of "Purse Fees" until the amount lost was recovered. This would cost PURSE nothing because without this resolution I will never purchase anything again from PURSE and therefore PURSE IO will never get a future "fee" from me.....so reimbursing future Purse fees to cover the loss would have kept a happy customer and cost PURSE nothing
2. The response from PURSE IO makes clear that they take a "Customer beware" attitude to the business they run and that it is the customer's responsibility to make sure that the merchants PURSE IO sponsors on its website are honest and even if the merchant is not honest and sells "fools gold" and PURSE IO prematurely releases an escrow that is in dispute.....well that's still the buyers fault
Totally unacceptable....give them one more chance to make it right and then close this case as "customer Screwed"
*** ***
Sincerely,*** ***

As it turns out, this customer purchased their gold piece from a Merchant on Purse, not via Purse's Name Your Discount Feature, or Buy Now direct from ***The Shopper received their item, and without opening it or getting it tested at an official testing location for authenticity, simply made a
video attesting to its inauthenticity. That merchant did not allow returns, but was kind enough to allow the customer to return it anyway.
The shopper proceeded to return the item, however, there was an issue with import tariffs and a dispute with the Shopper and the Merchant over who would pay the fees, thus the item was sent back to the Shopper once more
After many weeks of back and forth, the merchant decided not to receive the item back from the customer, and the the payment was released to themPurse's Guarantee (https://support.purse.io/general-questions/guarantee/) explicitly states we do not offer protections for items bought via Merchants, only via Purse's service which allows you to buy direct from ***, and provides protection with their AtoZ Guarantee
In the future, perhaps vet your merchants more appropriately when purchasing such a large priced item; or purchase using Purse's other methods that would have provided the shopper the appropriate protections hereDue to their lack of due diligence, and the unfortunate nature of the merchant's return policy, this was the decision that was made

Complaint: ***I am rejecting this response because:
First off Purse.io implies that you have purchased an item having used a shopping cart and checkout sequence followed by indicating that a tracking number is on the waySecondly Purse.io's a system where my order number changed multiple times which seemed reversed to any sort of logicThird because Purse.io utilizes an exchange of currencies they are making RASH decisions to cancel orders without customer approval when exchange works against their favourIn my case having indicated that they would order it at a greater cost held onto my order until the following *** all the while giving me dialog that they would indeed order it even at a lossI saw that it was still available (at a higher price) for the next several daysActually today as wellDespite their claims that they couldn't get itI also believed I could take them seriously when they stated they would get it at a lossWhich to me I could gather evidence that the product was indeed available the entire time Therefore it clearly seems I was waiting for nothing but wether the Rate of Exchange worked in their favourWhen it didn't I was forced to take a refund where at first I didn't know where my funds even wereThey made me pay both transaction fees out of pocket and absorb the very difficult to attain item at a rate which seemed to climb to more than double on their website directly after! Not to include how the ROE was now $*** dollars out of range with the time of purchaseAfter all is said and done I am out time, money and the itemIn fact was even given a mild threat on *** from presumably whoever administrates the site stating that "in the future indicating someone is stealing will help NO one in the end." Then swiftly canceled the orderI made this claim of stealing the time, money and Rate of Exchange swindling, ironically that is exactly what they did as a response go figure
*** ***

Purse is not the supplier of goods.  We place our orders through [redacted].  We were unable to order the item at [redacted] because it was out of stock.  We attempted to place the order at greater cost, but the customer refused our offer.  We then fully refunded the customer’s funds to...

their account. Customers can contact Purse at anytime at our support address [email protected].