Complaint Review: Ohms Gifts - EBay Seller: Fandimo - Fandimo.com - Nationwide

Order#: 146315263
Parcel Shipped: 6/25/2007
Ship to:
Heather xxxxxxxxxx
652 Waxxxxxx Dr.
Charleston, WV xxxxxxx
UNITED STATES

Below is the complete conversation we had with Heather, copied directly from the Paypal Dispute. Let it be known that there was no communication from her prior to 7/8/2007. We kept customer informed every step of the way, letting her know what was going on with her order. A refund was offered to customer on 7/12/2007. On 7/14/2007, customer requested a refund, then escalated the dispute to a claim within 4 MINUTES, definitely not giving us sufficient time to manually refund her order. We would have been happy to issue a refund to the customer right away, but we were not allowed to respond to the customer after she escalated her dispute to a claim.

Per Paypal, a refund is automatically issued within 10 days from the receipt of the claim, so that Paypal may have ample time to investigate any pending issues. It is our standard practice to allow Paypal to have access to our accounts and freeze any disputed funds until their investigation is completed.

Upon completion of their investigation, Paypal is authorized to reimburse the disputed funds. The investigation and refund were complete as of 7/25/2007. Had the customer been a little more patient and actually waited more than 4 minutes for us to respond to her request, the refund never would have been held up as it was.

FROM BUYER: on 7/8/2007 07:44 PDT

Hi, I ordered and paid for this item on June 24th and have not received it yet. I have already received items that I purchased after the 24th. Please provide me with a tracking number or a full refund. Thank you!

FROM SELLER: OHMS GIFTS on 7/9/2007 14:07 PDT

Parcel Shipped: 6/25/2007
Ship to: Heather
UNITED STATES

Thank you for contacting FANDIMO. We apologize for any confusion. Your order is still within the delivery time. Your order was shipped via DHL SmartMail, a shipping method that does not provide tracking information for packages weighing under one pound. Delivery time within the USA typically takes 2-5 Business days but could take up to 25 Business days on rare occasions, usually due to delays in transit. If you have not received this shipment by the end of this standard wait time for delayed deliveries, contact us again (shipping address verification will be requested) so that it may be reshipped immediately. We hope this information was helpful. Thank you for your patience and have a great day. Regards, Kathleen fandimo.com

FROM BUYER: on 7/10/2007 09:35 PDT

Thank you. I'll be looking forward to receiving the passport cover. I understand that it is often the fault of shipping companies. As soon as I receive, I will give you positive feedback!

FROM SELLER: OHMS GIFTS on 7/10/2007 13:27 PDT

If for any reason you do not receive your order within that time frame, please let us now and we can send a replacement. Thanks!

FROM SELLER: OHMS GIFTS on 7/12/2007 09:06 PDT

Dear Heather: You'll never guess what showed up with todays mail? Your passport cover! It seems that it was very badly damaged and returned to us. Please let me know if you would like a refund or a replacement order sent to you. Sorry! --Jennifer-- Fandimo.com

FROM BUYER: EDEN BOTANICALS on 7/14/2007 10:04 PDT

Refund please. I'll go through another company to get the passport cover. I've waited long enough and the excuse was pretty lame.

FROM BUYER: on 7/14/2007 10:07 PDT

They didn't bother sending the item. I want a refund.

FROM PAYPAL: PAYPAL on 7/14/2007 10:07 PDT

Buyer escalated this dispute to a Claim.