Leisa Frandsen sent a message to Daniel Schulman that said:
I am writing to you because I haven't had any luck on the PayPal website to get anyone to acknowledge the problem I have had with an order. My problem was not only about the order itself but about following the returns and refunds policy that PayPal has for it's merchants. I bought a pair of shoes online through a merchant that uses PayPal. The shoes were not the same as they show on their website and were bad quality. On their website it states that they are happy to refund your money if you return your order within 15 days of receiving it. The day I received it I emailed them to get a return address or return form because that is what is says to do on the website. There is no other contact information for this Merchant! I never got a response. I emailed the merchant 4 times within a week and no response! I contacted PayPal to see what they could do. They replied to wait longer for a response. I waited 2 weeks. No Response! When the Resolution Center took over the case it took about a week and they sided with the merchant stating that the merchandise can be close to what the website says without being exact.
My problem is this: You have a Returns and Refunds Policy that states that the merchant needs to have a active customer service email address or active customer service URL AND at leas one active customer service telephone number and this must be readily accessible for review by your customers.
The Merchant, Mensootd (USA Dandelion) only had an email address, nothing else. When I contacted PayPal, I asked if they could help me contact this company to help me with my return. If this merchant is not following PayPal Policies, I feel like this is a problem that needs to be brought to the company's attention! I feel like my order is not a priority with PayPal. I understand if they can'd do anything about it. PayPal has been good to me and has stood behind me. I just wanted to do everything I could to make sure this problem was addressed. This really concerns me if a merchant is taking advantage of customers and also if no one is listening to what the customer is saying.
Thank you for your time to listen to what I had to say! Most people work hard and I hate to see someone take advantage of honest people.
Sincerely.
Leisa Frandsen
klab4@comcast.net
