Tophatter, Inc.

Complaint: ***I am rejecting this response because:Sincerely,*** ***
This company is a TOTAL rip off, it should be very apparent with the magnitude of complaints they have received and California should be ashamed to allow this type of a company to operate WHEN I ASKED OVER times to cancel ALL my orders or they are considered gifts, NO respectable company sends product NON the LESS junk from China when asked to cancel the orders, I am not home everyday to accept or cancel junk mailThe Revdex.com needs to google Tophatter complaints, IS very overwhelming the amount of people who are unhappy with the practice of Tophatter
Again, MORE than times I asked for the orders to be canceled and you ship anyway, I don't want your junk and have told my credit card company these are unauthorized charges when I HAVE OVER times ask you to cancelI will not pay for your junk I asked you NOT TO ship

Attached statements from credit card company. As you can see the transactions went through then were refunded. They were not declined!
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Complaint: ***I am rejecting this response because:Sincerely,*** ***

Hi and thank you for reaching out
I'm sorry to hear that you weren't happy with the price shown on your item. The struck out price shown is the suggested price of the item as provided by the sellerWe rely on sellers to provide accurate information about every item; however, if you discover
a listing has been misrepresented in any way, we offer excellent Buyer Protection (***) As part of our quality assurance process, our system detects and applies strong penalties to sellers with higher than average return rate, and individual items exceeding the rate will no longer be scheduled on our platform.Shoppers on Tophatter decide how high they are willing to bid for every item, and may stop bidding at any timeYou can often find great deals here on our platform if you have a maximum bid in mind and stop bidding at that priceWe encourage you to shop around to make sure you're getting a fair or reasonable price on our platform
As part of our quality assurance process, our system detects and works to address issues in two waysStrong scheduling penalties are applied to sellers with higher than average rate of returnsAdditionally, individual items exceeding a threshold of low ratings and high returns will no longer be scheduled on our platform.Tophatter offers Buyer Protection in the form of a 30-day easy return policy that will either: 1.) refund the buyer without return needed, 2.) provide the buyer with a prepaid return label, or 3.) present the buyer with the seller’s address to return the item, paying their own return postage using a valid tracking number.On our platform, refunds or prepaid return labels are provided to U.S.-based buyers until the buyer hits a threshold for free returns.Our Buyer Protection FAQ ***) detailing our policy and process is accessible from every page and screen of our website and mobile app for our shoppers’ convenience
Thank you,
***

Hello [redacted]
Im sorry to hear that you have not been satisfied with your recent Tophatter  purchases.
I reviewed your account and found that the following orders have been refunded:
 
Order #[redacted]
2.Order # [redacted] (Health Vac Vacuum Ear...

Cleaner Machine)
I reviewed your account and I'm unable to locate the other  items since you have made multiple purchases. Please provide the Order numbers (for the other items you wish to return) which appears on your *My Orders* page.This will help me to locate the  item in your account so I can review it and assist further.
 
Tophatter will always process refunds for buyers upon receiving a valid tracking number from them indicating that the order has been returned to the original seller.
Tophatter offers Buyer Protection in the form of a 30-day easy return policy that will either: 1.) refund the buyer without return needed, 2.) provide the buyer with a prepaid return label, or 3.) present the buyer with the seller’s address to return.Our Buyer Protection FAQ[redacted] detailing our policy and process is accessible from every page and screen of our website and mobile app for our shoppers' convenience. Thank you.

Complaint: [redacted]I am rejecting this response because: they sold me and item and sent me a different item. I want the item that was pictured and the item that I thought I was purchasing , not the crap item that I was sent in several pieces. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  AGAIN, returning an item which costs MORE TO RETURN is not acceptable.  as stated before, I will GLADLY pay for my returns but not when the shipping exceeds the value of the item purchased.  when I ship an item back that I paid only $6 for, and the return shipping fee is $13 PLUS, that is ludicrous especially since the item is BROKEN.  I have all items packed and ready to ship but three items which say costs less than $20 will cost me OVER $40 to return these 3 items.  I literally CANNOT use the items I have because they are either broken or do not work.  why would ANYONE pay for a broken item where the shipping costs more than the item's original cost.  this make absolutely no sense.  Sincerely,[redacted]

I'm sorry to hear that you received a product that did not have the capacity advertised. The product has been reported, and a refund has been processed for Order #: [redacted].

Hi, and thank you for reaching out. 
Our Buyer Protection FAQ ([redacted]) detailing our policy and process is accessible from every page and screen of our website and mobile app for our shoppers' convenience.
Because you have requested returns in excess of the threshold, we are unable to provide free returns at this time. Thank you.

Thank you for contacting us. I reviewed and see that your wrote to our support team on Apr 13 and a team member responded the same day, requesting your return tracking number for Order #: [redacted]. We still haven't received that information. Please provide the tracking number showing return of...

the item to the seller:Electronics Wholesale[redacted]
Your refund will be processed as soon as we have received that. Thank you.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: Their response is a canned response. I received a broken unusable item that will cost more to return to China to pay for the
postage myself than the item is worth. I have asked for a postage paid envelope. I was refused because I was told I had my limit on refunds in 30 days (one of which was refunded because I did not receive an item).
The other refund was due to receiving a used item that was not as advertised and it was filthy. Another refund was due to receiving an item that was not what I ordered.
If they are going to deal with unethical companies on their auction site, they need to be able to deal with the returns and have the returns paid for in order to return them.
So I am stuck with a broken item from China that will cost more to return it and their guarantee is useless.
I want a postage paid return envelope in order to return the item that is broken, does not work, the parts received do not even go together in order to
receive my refund. That is the only option that is available to them.Sincerely,[redacted]

Tophatter is a marketplace which connects buyers with sellers. We are not the seller of items ourselves and we don't house inventory, fulfill orders, or accept returned product to our office. 
We understand that it's a poor experience to want an item that you purchased, only to receive a refund instead. This is why we have harsh penalties for sellers who fail to honor a sale. Our system detects when this has occurred, and applies the penalty automatically as part of our quality assurance process.  We are unfortunately unable to fulfill the order which has been refunded. We recommend searching for another of these items from a different seller, using our search option linked here: [redacted]
Once again, we apologize for any disappointment and thank you for shopping at Tophatter.

I'm sorry to hear that you weren't satisfied and wish to return all your purchases. I reviewed, and see that our process for receiving a refund for free on items that have already shipped was conveyed by our support team several times. Please find the policy details in our FAQ: Can I get a refund on an order? [redacted]
Unfortunately we are unable to process refunds for these orders because at his time, there is no postal scan indicating that you refused the packages, and no separate return tracking number indicating return of the items back to the original seller. 
Please contact our team here once you have refused or returned the items as confirmed through valid tracking numbers: [redacted]
Thank you.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hi [redacted],
I've reviewed the details in your account for Order #: [redacted]
This item is still on its way to you. The valid tracking number [redacted] has updated and currently shows the item has made it to Los...

Angeles.
Please note, orders shipping to you from outside of your home country may take longer to arrive and may not show tracking updates.
Rest assured, you are covered by Buyer Protection against non-delivery if tracking does not update to show this was delivered to the address you provided at the time of payment.
For items that have not been confirmed delivered to the address provided through a valid tracking number, if 60 days have passed from the shipment date and you indicate you have not received the item, we will process a full refund. Thank you.

Hi, and thank you for your review. 
These items are authorized, as they were shipping to your credit card billing address. We have advised you 10 times to refuse the items so you may receive a refund for free. We have checked tracking information for your items, and we do not see a refusal or...

return to sender scans on any of your items.
Tophatter will always process refunds for buyers upon receiving a valid tracking number from them indicating that the order has been returned to the original seller.Tophatter offers Buyer Protection in the form of a 30-day easy return policy that will either: 1.) refund the buyer without return needed, 2.) provide the buyer with a prepaid return label, or 3.) present the buyer with the seller’s address to return the item, paying their own return postage using a valid tracking number.On our platform, refunds or prepaid return labels are provided to U.S.-based buyers until the buyer hits a threshold for free returns.For internationally located buyers, we are unable to provide return shipping labels. Instead we provide some store credit for use on a future purchase, to offset the cost of returning the item at their own expense until the buyer hits a threshold.The acceptable return threshold is continuously calculated as a percentage of the buyer's total purchases. Once this threshold has been met, the cost of returning the item to the seller with tracking will be at the buyer’s expense. When this happens, in the email buyers receive when they request a return, it is explained that they are responsible for the return shipping cost, and the buyer is provided with the seller’s return address to facilitate the successful return of the order.Marketplaces, as an industry, institute thresholds for the number of free returns offered, to curb abuse. Tophatter’s return policy is in-line and considered standard among the industries’ competitors.
Please follow up with our support team at the following link with your return tracking numbers: https://tophatter.com/support/contact?subtopic=Sharing+%26+Credits&topic=BuyingT...⇄ you.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
There are numerous customers who have posted complaints about Tophatter, over 700 I was able to find. It is very apparent that the business practice of Tophatter is a scam, After I received the first shipment and realized the products come from China and are items that can be purchased from [redacted] or from Flea Markets for much less. I then asked for all future orders to be canceled and was told by Tophatter that the policy was that orders could NOT be canceled and I would have to wait until received and either refuse within 3 days or ship the item back to the sender. The scam that Tophatter has is that these are not their products and shipping back to China is more than what the item is worth, furthermore I work out of town during the week and the 3 day scan back from the post office isn't an option, I am gone for over a week at times. I notified my credit card company that Tophatter has a scam for their return policy.

Thank you for letting us know about the issues with these headphones, and I'm sorry to hear that your experience wasn't up to expectations. 
Tophatter is a Marketplace that connects buyers with sellers [redacted]), and we rely on sellers to provide accurate information about...

every item; however, if you discover a listing has been misrepresented in any way, we offer excellent Buyer Protection ([redacted]) As part of our quality assurance process, our system detects and works to address issues in two ways. Strong scheduling penalties are applied to sellers with higher than average rate of returns. Additionally, individual items exceeding a threshold of low ratings and high returns will no longer be scheduled on our platform.
On our platform, refunds or prepaid return labels are provided to U.S.-based buyers until the buyer hits a threshold for free returns. In this instance, I see you had opened return requests for 2 of the 3 orders, [redacted] and [redacted], and free returns were not provided because your account is over that threshold. In this instance we've gone ahead and processed refunds for all 3 orders as a one-time courtesy and you may keep the items. You'll see these refunds reflected on your statement within 3 business days.

I reviewed your account and can confirm that all 7 orders from the seller On Sale have been refunded in full. 
Regarding the other items mentioned, please provide the order numbers for those to our customer support team so we can help. the easiest way is by visiting My Orders, clicking the...

item, clicking Order FAQs, then clicking Contact Support and completing the form detailing the issue. We will be happy to help!