What would you do/what can I do?

[sapnupuas]

I ordered something from a Facebook page. It was my first order, but I had hoped to order more as her items always look lovely and really well made.

The items arrived and I'm extremely disappointed. The colour isn't what I ordered and the quality is just a bit shit.

I've messaged the seller and I've let her know the issues (the big one being it's not what I ordered!), and she has offered to send out the correct colour if I return the wrong set (presumably at my cost but she's not confirmed), but can't guarantee the quality will match my expectations. Now she's stopped replying.

Where do I go from here? Do I just suck it up and accept I've lost that money. I paid via PayPal - do I raise it via them?

She should have sent out another set in the right colour, and included in the package the return label, pre paid for.
Raise a case with Pay Pal because the item is not as described, and explain you tried sorting things out with her but she isn't responding. Make sure you fill in the form correctly because there are no humans working on their customer services and its all done automatically.

After you get the refund you will probably find she has blocked you.

Thank you, @Thelnebriati

I don't care if she blocks me after. I won't be ordering again.

I'm trying to be vague and I'm omitting details in case the seller sees, but I also ordered something else at the same time which hasn't been sent, so I'm trying not to be confrontational in case she does just block me and then I'm £25 out of pocket. I was hoping to come to an agreement and offered her a compromise but she's just ignoring me (and I can see she's been online!).

Pay Pal should also refund you for the item that didn't arrive, as long as you didn't pay using friends and family, so claim for both items.

Go to the resolution centre on PayPal and lodge the complaint. They'll ask you to contact seller first and will then mediate on response and review. They'll organise a refund if seller has been unreasonable.

She won't budge and is now just telling me to return the item.

How will this work - do I post and hope she refunds or does she refund and hope I post? And who pays?

Leave a bad review

I can't. It's just a Facebook page run by the owner so I doubt she'd publish anything negative.

That's the problem with Facebook pages and this is why I stopped ordering. If i REAAAAAALLY like something I'll ask before buying what's the return policy. It's amazing supporting these people but tbf (at least in the country where I live) they're paying no taxes whatsoever.

That's exactly why I ordered - I wanted to support a small business rather than buying crap from Amazon.

Now, can anyone recommend a board game for about £20? 🤣

If you open a case in PayPal and send it back tracks you are more likely to get a refund.

It annoys me that people make crap to sell when.there are very talented people out there. Insulting they watch a YouTube vid and think 'l can do that and flog em!' Err, no you can't.

Honestly, her stuff is usually really nice and well made. It's not someone having a go, she has (what seems to be) a successful business. There are about 15K people on her page.

I don't know if she doesn't take complaints well or what, but she's being really defensive and won't compromise at all. I ordered a set and I've said if she remakes one part of it, I'll keep it even though it's not the colour I wanted. She's said no as "that just means I'm working for nothing".

Bump.

It's getting worse!

The seller has now escalated to PayPal herself and has said I'm "blackmailing" her because I asked her to remake two of the items (it's a set of seven).

Prior to this she said she will only refund once I return at my own cost!

have you got screenshots of everything?
That may help you with PayPal

I don't know what her complaint is though - you've paid for everything already and you have received something (not correct).

I've got all the messages. There was no option to attach anything, though.

She's arguing that I said it was her choice which colour to use and that's what I got. This is true, but she told me blue would look best and she sent black.

It's hard to explain and be vague so screw it. The item is a fabric item. When ordering I asked which fabric would look best with regard to the pattern. I specifically asked if it would be cut off. She then replied saying the blue fabric would look best. I then placed the order and paid.

The item arrived in the black fabric. It's a set of six and not one has the full pattern on. Some of them you can't even tell what the pattern is meant to be. I queried this and she said she doesn't guarantee placement due to wastage, but she didn't say this when I ordered, otherwise I wouldn't have bothered.

Because of this, they look poorly made and just a bit shit.

I'm tempted to post a photo but I don't want to antagonise her further, if she's a mumsnetter.

Oh shit. The photo posted. I thought I'd got rid of it!

Oops.

Wow. Does she even have the legal right to sell those? I thought Harry Potter stuff was all trade marked and copywriter protected? I’d report her to Facebook if I were you for infringement.

I think if you share those photos with PayPal, you’d get a full refund.

Dont even know how she can even send that out and argue its ok with the pattern cut off. Im so sorry, hope you get a refund.

Erm, is the picture meant to be central to the badge? That looks pretty shoddy!

She sells mostly Disney stuff, so I doubt she's licensed for that, either. I won't report. I'm not a dick. I'm trying to support small businesses, not destroy them!

But can you see what I mean about the placement being off? I completely understand she's trying to reduce wastage but this one is off by millimetres so it just looks poorly made, and it wouldn't have been that much wastage to make it centred.

I probably should have just sucked up the postage but it's not my error so why should I be out of pocket?

Raise it with PayPal. She wi llthen have to sort the right coloyr set for you or she will be the one losing her money, and rating. There will be a link or contact details in your paypal account to do so.
Be carefull though, if she does not pay to return this item, post it yourself and pass the tracking number to PayPal.
You could get bad rating if the item is not returned and unpaid. But nothing will be on you if you return it.

And now I'm worried PayPal will side with her because I can't attach any photos or send our conversation.

I really wasn't trying to be difficult. I just asked for two more to be made showing the pattern and I'd have sucked up the wrong fabric.

She's saying I'm blackmailing her and trying to get freebies.

I don't want the shite I've paid for, never mind getting freebies!!!

Raise a dispute with Paypal. I've just raised two this morning! Both times I was asked to include documentation, which I did in .pdf format. Get your refund then send a link to her page to Warner Brothers and Disney!

Just ring Paypal
If you have any questions, contact our UK customer support team on 020 8080 6500 or 0800 358 9448 from a landline only or visit the PayPal Here community support page.

I raise the dispute. She escalated to PayPal. It now says it's up to her to respond, with a note from her tearing me apart. It's horrible. I feel like shite.