Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an antique from the retailer through ****** ***** via ******** Marketplace. The order was shipped and marked delivered, but I never received it. After contacting my credit card company, ******** support, and ****, I was told it was the sellers responsibility to refund me. The seller is refusing to issue a refund, stating "My job is to ship your order and that is what I did". I was no longer able to contact the seller as I believe they blocked me.

  Business Response

  Date: 12/15/2024

  I shipped Maya's order on time and it was delivered by the carrier in a timely manner. Beyond that, I have no control or "good faith" obligation. I wish her the best; hopefully, the item shows up.

  Best,
  ****

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22658648
  
  I am rejecting this response because:
  

  When an item is marked as delivered but was not received by the recipient, the next steps are typically to give another 48 hours to see if the package comes later (which I did). The recipient can then also check with neighbors and the post office (also which I did). The post office informed me that while it was marked as delivered by the carrier, it had been likely lost in transit and they would deliver the package if found the next business day. Which was not the case. In this case, since the package still isn't found, the seller can open a case of investigation with the post office to claim the package insurance and issue a refund to the seller. I similarly contacted ******** support as this was purchased via *********** in association with your store, and ******** support gave me a nearly verbatim response. 
  

  I also contacted my credit card company regarding this, and they similarly advised that they could not void the charge due to the payment being rendered a service that is considered a "cash exchange" (in this case MetaPay), akin to Zelle or ******. They advised me to request a refund from the seller (which I've tried repeatedly), stating that they should be able to recoup any potential losses from either mailing insurance from the post office or from seller assurances from the payment platform. They recommended if the seller did not respond or refused (which is what happened) that I file a complaint through BBB and if that doesn't help (which is seeming to be the case) to file a police report against the seller. 
  

  Based on the above information and the guidance I was given both by ****, ******** support, and my credit card company, I believe I am entitled to a refund of payment. I am choosing to believe these established entities over your personal statements. 

  Even if the package is received at this point it's later than I needed as it was intended for a holiday gift. And I do believe consumers have the right to know when companies are unresponsive and don't have an actual investment in providing services purchased. There were other reviews left online on ******** Marketplace through which these items are being sold with complaints similar to this and of receiving poorly packaged, rust-covered items, and items that didn't resemble the product pictures; all of which similarly complained that when requesting reimbursement it wasn't granted. These types of reviews were notably absent when I perused your company's website.

  While the products you showcase are very interesting and unique, it feels apparent through my own experience and others that you have no commitment to quality or general buyer assurances, and it is a ****** of if you receive what you order and its quality. While this isn't directly fraud, it's disingenuous, poor business, and deserving of being spotlit so other buyers can avoid the same mistake. 

  Sincerely,
  
  **** **********