Dispute with Ping Store & PayPal - Please help!

LauraB118

In October 2008 I ordered an Abercrombie hoodie from an American website,
Ping Store, which cost £28 including the shipping fee.

Below is a copy pasted version of my final correspondence with the company,
to which they have not replied:

"My Original Order Date was 26/10/2008, for 1 x Abercrombie & Fitch Mallory
Womens Fleece, Red, Size Small, £25, Delivery £3.

Today's date is 06/01/09 and I still have not received this item. The total
amount of £28 was debited from my account on 27/10/08, paid via Paypal.
Initially there were no apparent problems, and I waited the stated 17-24
days for delivery of my item. During this time I received an email from Ping
Store (06/11/08) stating that my item 'might be misplaced during transiting'
and that they would be sending me the item again. I was asked to confirm my
mailing address. I had provided my work address for ease of delivery, so
confirmed this via email. I received another email saying my order would be
shipped within 24 hours. Again I waited the required amount of time for
delivery, and shortly after this when nothing had arrived I contacted Ping
Store again (18/11/08) asking for an explanation. I received a swift
response (19/11/08) saying they would check with the shipping company and
get back to me. I heard nothing, so emailed again on 24/11/08. I received a
response from Ping (25/11/08) stating that the 'servers were down and they
were not able to pull out my order'. I was asked to reconfirm the item title
and it would be resent a third time along with a free T-shirt. I still have
not received any items, and have since emailed twice (05/12/08 and 16/1208)
asking for a response, to which I have received nothing. In the final email
I stated if I did not receive my order before the close of 2008 I wanted a
full refund.

As this order was intended as a Christmas gift for someone I no longer
require the item, and am requesting a full refund. If I do not receive a
response within 48 hours I will be submitting a complaint about your company
to the Federal Trade Commission."

As I said above, I have had no response to this. I paid for this item via
PayPal, so after filing my complaint with the FTC, I raised a dispute via
PayPal. My case was closed on the same day, with no reason given to me. I
then complained to PayPal that a perfectly legitimate case had been closed,
with no explanation to myself. I was contacted via email by PayPal in
response to this, and they stated that because the dispute was filed 45 days
after the transaction date, there was nothing they could do.

Now, is that not the point of me raising the dispute?!?! I had to leave
sufficient time to allow for delivery from America, and toward the end it
was Christmas post, so I also had to allow for delays.

What should I do now? My boyfriend has told me I should contact my bank, and
ask if they can refund me, but because I paid on debit card I'm not sure
this will work? I thought that having paid through PayPal I would have been
more secure, but I guess not.

I know in the grand scheme of things, £28 is not a huge amount, but
regardless I still want my money back, and a resolution to this situation.

Please help! Thanks

Laura

mrbadexample

Find the highest person in Ping that you can, and write (by snail mail) informing them of what has happened (enclose hard copies of emails), and ask them to sort it out. I find this much more effective than emails, which are probably opened by the cleaner if he's bored enough.

In the meantime, change your PayPal funding to a credit card. Next time, use the credit card direct and leave PayPal completely out of the loop. They're good for nothing - I know of no item (eBay excepted) that cannot be purchased by alternative means. Your credit card should offer some protection - PayPal will simply smile and line their own pockets.

LauraB118

There is no address on Ping, it's American, hence the only contact I have had with them is via email. It was going ok contact wise until I mentioned the word refund...then nothing.

I know, I'm really angry at how rude PayPal were about it. I've always said I'd never get a credit card, but now I think I may have to, just to get some protection...

Grr, so angry!

Thanks for your reply

soolin

The paypal time limits are quite clear though, it would be impossible to have a completely open ended dispute system. 45 days even for delivery from the US (usually about 8-10 days) should be enough for anyone and for future reference is a company tries to get you near that deadline slam in a dispute anyway before day 45 as it often gets their attention.

mrbadexample

LauraB118 wrote: »

There is no address on Ping, it's American, hence the only contact I have had with them is via email.

Is it the golf company?

PING
P.O.Box 82000
Phoenix, Arizona 85071-2000

:whistle: