Hello -
At the beginning of February I purchased 4 pair of pants from a company in China, paying through PayPal for the peace of mind of purchase protection. Two of the items were not at all as described by the seller. I could only get the seller to offer a small fraction of the cost as a refund, even after insisting on this being their error. They kept referring to their return policy not including return shipping, pointing out how much more expensive it is to ship back to China than it is for them to ship here. Finally I filed a dispute with PayPal, and they still only wanted to offer a partial refund. After further insistence, I agreed to ship the package back at my expense, which was $35. It was shipped on March 21st, and after departing Hong Kong on March 29th it still hasn't been delivered. I imagine the coronavirus may have something to do with the delay. Last week, PayPal notified me that they were denying my claim.
It sure doesn't seem fair to me that I have followed all the instructions, incurred additional expense to ship it back when it was the seller's error or dishonesty in the items being received not as advertised, and now because the package hasn't been delivered I'm out the merchandise, the cost of the transaction, AND expensive return shipping. Again, this is why I used PayPal in the first place, was for the protection they offer buyers that makes internet transactions like this even able to be trusted. But now I feel like I can't even trust PayPal.
The only option to contact them through their website is to use their messaging system, which keeps kicking me out to the resolution center. I tried calling customer service, but they have a recorded message that their call center is closed with no further instructions. I am surprised at both the lack of understanding with the situation of this purchase and the lack of customer service of any kind. Any ideas where I go from here? Thanks for your help!
kz.
