Etsy purchase not delivered

GlasweJen

I bought multiple packages last week from Etsy as I had time off to be home to receive them. They all arrived except one so I chalked it up to late dispatch and have been checking for the parcel daily but no sign of it.

I received a message through Etsy from the seller saying that Hermes returned the parcel to her and if I want the item I need to pay postage or she can refund me minus £4 to cover the postage cost. The postage cost of the item at the time of purchase was £2.95 and I had no choice of courier, if she'd told me she was using Hermes I wouldn't have bought the item as they are useless.

So I emailed her and told her that I do want the item and her dispute is with Hermes, not me. I am not paying for her to resend the item and have cast iron evidence that Hermes have not been in the complex all week. I live in a gated housing community for people with physical disabilities and in addition to CCTV at the gate and throughout the complex we have a concierge to deal with deliveries between 9 and 12 and parcel lockers for each flat so if they did appear and I wasn't home they should have left a card, left the parcel with the concierge or left it in the secure locker. None of these things have happened.

She hasn't replied to my email (I sent it on Tuesday). I need the item within the next few days as they need to go to our wedding planner so he has them on the wedding day.

Does anyone know what the process is with non delivery through Etsy? I paid by PayPal.

molerat

Have you got the tracking information ?

Undervalued

GlasweJen wrote: »

I bought multiple packages last week from Etsy as I had time off to be home to receive them. They all arrived except one so I chalked it up to late dispatch and have been checking for the parcel daily but no sign of it.

I received a message through Etsy from the seller saying that Hermes returned the parcel to her and if I want the item I need to pay postage or she can refund me minus £4 to cover the postage cost. The postage cost of the item at the time of purchase was £2.95 and I had no choice of courier, if she'd told me she was using Hermes I wouldn't have bought the item as they are useless.

So I emailed her and told her that I do want the item and her dispute is with Hermes, not me. I am not paying for her to resend the item and have cast iron evidence that Hermes have not been in the complex all week. I live in a gated housing community for people with physical disabilities and in addition to CCTV at the gate and throughout the complex we have a concierge to deal with deliveries between 9 and 12 and parcel lockers for each flat so if they did appear and I wasn't home they should have left a card, left the parcel with the concierge or left it in the secure locker. None of these things have happened.

She hasn't replied to my email (I sent it on Tuesday). I need the item within the next few days as they need to go to our wedding planner so he has them on the wedding day.

Does anyone know what the process is with non delivery through Etsy? I paid by PayPal.

Make an item not received claim with PayPal. Unless the seller can provide them with an online proof of delivery PayPal will refund you. You must do it within 45 days of payment.

usefulmale

Undervalued wrote: »

Make an item not received claim with PayPal. Unless the seller can provide them with an online proof of delivery PayPal will refund you. You must do it within 45 days of payment.

That will get the OP her money back but she has stated she wants the item.

iammumtoone

Unfortunately you are in a bit of a difficult situation, you cannot force the seller to send out a new one unless you agree to their terms (ie pay again)

You can force the seller to give you your money back in full including postage (via paypal) but this still leaves you without the item.

As its from Esty I assume its not something you can just go elsewhere for? So you are going to have to decided what is worth more to you, no item and pick something else/similar or that particular item and pay extra.

After the transaction whatever you decide make sure you leave appropriate feedback.

GlasweJen

Undervalued wrote: »

Make an item not received claim with PayPal. Unless the seller can provide them with an online proof of delivery PayPal will refund you. You must do it within 45 days of payment.

Thanks, I'm well within this 45 day window.

usefulmale wrote: »

That will get the OP her money back but she has stated she wants the item.

I would prefer to have the item but I could order it from another Etsy seller if the current one drags her feet.

iammumtoone wrote: »

Unfortunately you are in a bit of a difficult situation, you cannot force the seller to send out a new one unless you agree to their terms (ie pay again)

You can force the seller to give you your money back in full including postage (via paypal) but this still leaves you without the item.

As its from Esty I assume its not something you can just go elsewhere for? So you are going to have to decided what is worth more to you, no item and pick something else/similar or that particular item and pay extra.

After the transaction whatever you decide make sure you leave appropriate feedback.

It's not a completely unique item, I could order from another seller.

The seller hasn't proved that she sent the items at all, no tracking reference and Hermes have certainly not been in the street when the item was due. I asked for tracking info but she hasn't supplied it.

Undervalued

GlasweJen wrote: »

Thanks, I'm well within this 45 day window.



I would prefer to have the item but I could order it from another Etsy seller if the current one drags her feet.



It's not a completely unique item, I could order from another seller.

The seller hasn't proved that she sent the items at all, no tracking reference and Hermes have certainly not been in the street when the item was due. I asked for tracking info but she hasn't supplied it.

I would get your money back first then order again, preferably from another seller. As I said, if she cannot provide PayPal with proof of delivery they will force a refund whether the seller likes it or not.

iammumtoone

GlasweJen wrote: »

It's not a completely unique item, I could order from another seller.

In that case I would put in a paypal claim and get from elsewhere.

The only issue with that is as you want the items quickly you will have to pay again (with another seller) before you get your money back. If you can't afford to do that then you are back to agreeing to pay out delivery again from your current seller