Van Glam Hair Extensions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Immediately after purchasing the item, I informed the seller in the change of address in plenty of time before piece had even started to be madeWhen mailed, seller admitted it was her mistake she didn’t catch before shipping productShe also said that the package was being rerouted and was supposed to be back to her before February After reaching out several times and not hearing back to seller “having surgery” she finally responded saying she was still sorting things out with USPS and would make me another pieceWhen I was able to reach out to the recipients, seller stated on March she was already working on another piece to have sent to meSeller then essentially quit responding to messages, deleted her Facebook account - our prime means of communication and neglected to respond to any of the several emails I sentAlthough I have filed a dispute with [redacted] as well, I have yet to receive a refund from [redacted] or the senderWith the lack of response and professionalism I feel I am being cheated out of a piece I paid forThere is nothing on file with [redacted] that says I have been granted a refund eitherThe Casey is still open Regards, [redacted]

While the buyer did ask me to change the address for her, [redacted] does not allow for thisI explained this to the buyer and did try to have the package rerouted, however she had not provided her new forwarding address to USPS and it ended up being delivered to the old address the buyer had on file with [redacted] rather than to her new one or back to meUnfortunately USPS' package intercept (the service I invoked to try to correct this issue) is not guaranteedAgain, it is the buyer's responsibility to make sure they have provided the correct address before purchase and they are provided more than one opportunity to do so [redacted] shows the case as closed on my end (see attached)Because I did everything correctly and was able to provide ample evidence to [redacted] (including all correspondence) [redacted] decided the case in my favor under their seller protection but the chargeback is now an issue between the buyer and her cc companyAgain, my understanding from [redacted] is that because the buyer initiated a chargeback the buyer received a credit from her cc company and was advised not to send a replacement or refund as this would result in a free product or double refund to the buyer

As customer stated, there was a technical issue with the Shopify website which caused an error in the chosen length and priceI would find out later, that the customer chose 24" and grams but was only charged for grams and 18"However, the order received on my end showed 18" and grams Despite the significant price error, I was happy to fulfill the order for this customer at the discounted costIt did not come to our attention until after the order was received by the customer that there was also an error on the chosen length as wellThis further increased the price discrepancy, but since it was a website issue and not an error on the customer's part, I was happy to further absorb the additional lossIn addition, despite being a custom order, I offered a replacement set (free of charge) in the desired length provided the customer send me back the incorrect order in its original, unopen conditionCustomer did not send hair back in their original conditionRegardless, a new set was shipped as promisedI am very sorry the customer is unhappy and that this transaction did not work out as we both hopedI feel I went above and beyond and don't feel there is anymore I can do at this time.If this customer feels that a refund is warranted, I suggest opening a case with her chosen payment method ( [redacted] ) so both sides may be presented and a fair decision can be madeI do not immediately issue refunds due to a Revdex.com claim

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Immediately after purchasing the item, I informed the seller in the change of address in plenty of time before piece had even started to be made. When mailed, seller admitted it was her mistake she didn’t catch before shipping product. She also said that the package was being rerouted and was supposed to be back to her before February 20. After reaching out several times and not hearing back to seller “having surgery” she finally responded saying she was still sorting things out with USPS and would make me another piece. When I was able to reach out to the recipients, seller stated on March 16 she was already working on another piece to have sent to me. Seller then essentially quit responding to messages, deleted her Facebook account - our prime means of communication and neglected to respond to any of the several emails I sent. Although I have filed a dispute with [redacted] as well, I have yet to receive a refund from [redacted] or the sender. With the lack of response and professionalism I feel I am being cheated out of a piece I paid for. There is nothing on file with [redacted] that says I have been granted a refund either. The Casey is still open. 
Regards,
[redacted]

Unfortunately buyer did not update her address with [redacted]. Therefore the package with her order was delivered to the address listed on her [redacted] account (see attached delivery confirmation). I was advised by [redacted] that the buyer had 2 opportunities to update her address before making payment. I...

was further advised that I am required to, according to [redacted]'s terms of use, send to the address listed and no other. To do so would void any [redacted] seller/purchase protections. I informed the buyer of this. I asked the buyer if she could reach out to the person living at her previous address to see if she could track down the package but she informed me it was a dorm and it was unlikely that she could get the package. The buyer messaged me a little later on and said she had in fact got in touch with the person at the dorm who received the package and they would be returning back to sender (me). Even though I had no obligation to replace the custom piece I had made for this customer since the original had been delivered to the address on file, I did offer to create another for her. However, I decided to hold off since I was told the original piece was being returned to me. It has been over a month and I have never received the return, nor does tracking show the return has been sent back. I also followed up with USPS just in case tracking did not show on the returned package, but they confirmed it was not sent back to date. It is important for a buyer to make sure everything is correct and in order before making a purchase. It is not up to a seller to be out time and money to correct a buyer's mistake. It is important to note here that the buyer filed a chargeback with her credit card company 2 weeks before opening this Revdex.com case asking for a refund or replacement of product. [redacted] has confirmed the buyer received a refund after filing her chargeback. Therefore she is not entitled to a second refund or a replacement.

While the buyer did ask me to change the address for her, [redacted] does not allow for this. I explained this to the buyer and did try to have the package rerouted, however she had not provided her new forwarding address to USPS and it ended up being delivered to the old address the buyer had on file with [redacted] rather than to her new one or back to me. Unfortunately USPS' package intercept (the service I invoked to try to correct this issue) is not guaranteed. Again, it is the buyer's responsibility to make sure they have provided the correct address before purchase and they are provided more than one opportunity to do so. [redacted] shows the case as closed on my end (see attached). Because I did everything correctly and was able to provide ample evidence to [redacted] (including all correspondence) [redacted] decided the case in my favor under their seller protection but the chargeback is now an issue between the buyer and her cc company. Again, my understanding from [redacted] is that because the buyer initiated a chargeback the buyer received a credit from her cc company and was advised not to send a replacement or refund as this would result in a free product or double refund to the buyer.

As customer stated, there was a technical issue with the Shopify website which caused an error in the chosen length and price. I would find out later, that the customer chose 24" and 150 grams but was only charged for 100 grams and 18". However, the order received on my end showed 18" and 150 grams....

Despite the significant price error, I was happy to fulfill the order for this customer at the discounted cost. It did not come to our attention until after the order was received by the customer that there was also an error on the chosen length as well. This further increased the price discrepancy, but since it was a website issue and not an error on the customer's part, I was happy to further absorb the additional loss. In addition, despite being a custom order, I offered a replacement set (free of charge) in the desired length provided the customer send me back the incorrect order in its original, unopen condition. Customer did not send hair back in their original condition. Regardless, a new set was shipped as promised. I am very sorry the customer is unhappy and that this transaction did not work out as we both hoped. I feel I went above and beyond and don't feel there is anymore I can do at this time.If this customer feels that a refund is warranted, I suggest opening a case with her chosen payment method ([redacted]) so both sides may be presented and a fair decision can be made. I do not immediately issue refunds due to a Revdex.com claim.