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Questionable customer protection practice. Case closed, problem taken outside.

Contributor

Questionable customer protection practice. Case closed, problem taken outside.

As a result of this dispute resolution PayPal ruled in a favor of a seller, which is listed as fraudulent by independent reviewers, denied an opportunity for a compromise and proved that its customer protection policy is non-existent. I lost more than 100 EUR and trust in a used-to-be reliable counterparty. I bought a wig from China for my wife. The article came not as described on the webpage of the seller: the color was clearly different. There were also attached metal combs to the underside of the wig, which were not in the description of the product. The seller acknowledged the problems and wanted to compensate partially offering a 25% discount. I did not agree because this wig would be useless for my wife and wanted to return the wig. According to the seller's website the return was possible. After I denied the 25% discount PayPal resolved the case in favor of the seller!! The explanation was: color difference wasn't significant. 'It should have been blond instead of radical black hair to be qualified as 'significantly different'' according to PayPal. This explanation is arbitrary and could not be qualified as a serious one because 1) the seller himself acknowledged that the color was different; 2) on the website of the seller these colors (see pictures below) go under different numbers; 3) a color of a wig is a crucial characteristic of a product (not like color of a digital gadget); 4) the explanation dismisses that the seller omitted the description of the metal combs, which make the wig unsuitable for people with no hairs. To aggravate the problem PayPal ruled very fast in the favor of the seller, preventing him from offering a higher discount, which he wanted to give me according to his email. The explanation of the PayPal was blunt: "we are not negotiation platform". In the end PayPal destroyed my trust totally justifying 1.2 stars from TrustPilolt (see here https://www.trustpilot.com/review/www.paypal.com) and gave more confidence to a website which is listed among scam shops, e.g. here https://preis-king.com/ratgeber/fake-shop-liste-2019/. Well done PayPal! I would appreciate your help!

 

see the difference: color we ordered (dark brown) and color we got (bright and light reddish).see the difference: color we ordered (dark brown) and color we got (bright and light reddish).the combs are supposed for people with hairs. It does not suit for hairless persons.the combs are supposed for people with hairs. It does not suit for hairless persons.