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  • Report:  #1222790

Complaint Review: Tophatter Live auction site Palo Alto California - Palo Alto California

Reported By:
ebrus89 - Brooklyn, New York, USA
Submitted:
Updated:

Tophatter Live auction site Palo Alto California
292 Lambert Ave Palo Alto, 94306-2216 California, USA
Phone:
(888) 502-5501
Web:
www.tophatter.com
Categories:
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I worked out my issues with the buyer they refuse to unblock my account they claim my items are counterfit but with no merrit asked me to provide a reciept for all items old on there website this is impossible as i have over 1000 items in my house and buy all items to resale wholesale or on ebay and amazon and they are asking me for authorized retail reciepts they cause me over 3 days pay due to the fact i lost all my customers because they blocked my account in turn they want me to pay almost $250.00 in seller feed due to refunds and outragous unsceduling fees and commision fees shipping fees everything has a fee i spent over more than half my earnings with this company and they block my account due to a false bougous claim from buyer because she claimed the item arrived late when in fact it was early and sent her messages when it was sent out she was very difficult to deal with, then she open a case claimed they were fake or counterfit to get a refund becaus she was unhappy with the shipping time in turn she said she contactted tophatter to explain her side of the story and that she did not say there were fakes or counterfit without no avail they still fail to return my account to good standing when i have nothing but positive feedback. here are the messages of me and the buyer and the resolution case i refunded in full no return of account they refuse also saying the items are counterfit, have the email for that as well. ruiend my reputation,no longer have a outlet to sell auction style so please dont fall victim to this website.                                                                                                                                                                                                                                                   

his buyer left you non-positive feedback. Try to rectify the issue while upholding a high level of customer service and respect.
Mar 28, 6:42pm

It said 5 to 7 business days and I still have not received my earrings

 
Mar 28, 6:53pm

Hello Thank you for you purchase this is whats in the listing please click on it and read shipping it states Shipping: 

FREE shipping from the US, at your doorstep within 10-12 business days.

 

the item has not left yet your order is placed these are coming from the manufacturer not store bought would you like me to continue processing the order or would you like me to refund you I understand that some would like it shipped right away but I have no control over the process as I only handle sales hope you understand 

My goal is to make you a happy customer however it may please you please let me know what I can do to help your input is very valuable to Gifts By Exquisite

I Assure You You will Get it and for your Purchase we would like to say thanks and send you a free gift from our gift store for your patience with us and hope that you are satisfied with our services when you get your package and free gift all we ask is that you leave us a 5 star feedback for our exceptional customer service and we will do the same please do not leave negative feeback as it causes distrust between buyers and us we will try to resolve any issue you may have Just message us we will respond asap thanks again for your business thanks so much my Name is Sarah and thanks for shopping with Gifts By Exquisite enjoy your night.

Please Let Me Know If You Would Like To Continue your order or cancel and get a full refund?

 
Apr 6, 5:42pm

hello your item was dropped of at usps please check your tracking it has been updated thanks for your business and hope you like your free gift

 
Apr 6, 6:44pm

click on item description does not say 5-7 business days it says this read: Shipping: 

FREE shipping from the US, at your doorstep within 10-12 business days.

Description: 

Condition: New 

Brand: Michael Kors 

Model: MKJ3153 

Color: Other 

Material: Yellow Gold Plated

Choose 1 Pair Of MK Pave Stud Earrings Free Shipping!

 

Like I said when I first ordered the earrings that's what I had got from you when I contacted you later after the seven days that's when I got the second one telling me 10 to 12 days and besides that it's past your 10 to 12 days

 

i sent you a message earlier saying your item has been sent out with a free gift for your wait these are not store bought they come straight from mk manufacturer thats why its 10-12 business days business days not including weekends please wait for your item to arrive with your free gift you didnt message me before the feedback please change it my company does not deserve a tarnished reputation you must read the description of what you buying before bidding clearly states 10-12 business days click and open the item link read the description no where does it say 5-7 business days

shipping is paid by our company not by you the buyer another reason for the shipping being not as fast as other sellers

 
Apr 6, 7:08pm

no actually it has been 7 business days i have the info you ordered on march 18th 2015 our business is not 24hrs so you count hours to complete a day is 24 hrs so its been 7 business days since your order 18-19 is one day get it ?

your order is actually ahead of time its says 10-12 business days today is day 7 and it has been shipped out on time and ahead of time please understand how business works please change your feedback i have always responded to your messages promptly and answered your questions completed your order and sent a free gift from our gift store as our way of saying thanks for being our customer i think i have provided you with outstanding service

read your older messages i sent you i asked you the day you first messaged me if you wanted me to cancel your order or continue placing it you never responded

 
Apr 6, 7:26pm

your item was scanned at 3:41 way before you left your feedback why ruin my business reputation i messaged you you dont answer back understand business hours are 8am - 4pm 1 business day is march 18th 2015 to march 19th 2015 it has not been 19 days it has only been 7 business days we are not open for operation on weekends

 
Apr 9, 7:55pm

send all items back for a refund provide proof that your are returning with a tracking number everything that came with the package i want it back

 
Apr 9, 8:15pm

I will send the earrings back with the necklace tomorrow!! What is the return address and when will my money be returned into my checking account.? And please do not block me until you received your merchandise and I've received my refund cash thank you.

 
Apr 10, 7:17am

553 hinsdale st apt c2 brooklyn ny 11207 once I get the items I will issue a refund as far as how long it takes to return to your account that's a call you to make to your bank every bank is different so I can't say how long it will take to get it back I'll issue it the same day I get the items

I blocked you because you said you didn't want to purchase from me any m

More so when I block buyers they won't make the mistake of purchasing items from me that's all

Hope you didn't put them in your ears earrings are like panties you shouldn't try them on if you don't like them no one wants someone else body parts on something there gonna use

And package them good if they arrive broken or damaged will not refund

 

The earrings will be sent out today they will be packaged more professionally then when They had arrived to me. They have not been worn the backings have never been removed and I think it's very unprofessional how you are sending messages all I'm asking for is a refund. I did not criticize you in no type of the way so please respect me when you send me messages as far as the ear rings they are not broken and have never been worn the necklace was never taken out of the package.

How you speak to customers will make someone not want to purchase anything from you. Remember in retail customers are always right and satisfaction is guaranteed.

The address is different on the package?which one is correct

 
Apr 10, 7:58am

The one I just typed one is business the other mailing

 

Ok got it.

 

How I speak you will never know messages can't give of tone but words can be misconstrued you taking what I'm saying out of context doesn't matter I'm giving you a refund like you asked you send it back will refund just letting you know details

To be real you gave me a hard time so I really don't care anymore what you think send them back will refund it's that simple I won't send you no more messages good day!

 
Apr 10, 10:45am

Message me with the tracking number so I can see it arrive when it's delivered to me you get your refund thanks good day

 

Will do you have a great day

 
Apr 10, 4:22pm

USPS tracking # 950 5000 3485 5100 0000 48

It cost $5.95 please reimburse thank you

 
Apr 10, 4:33pm

i didnt ask you to reimberse me for shipping or seller fees

it costed me to ship to you the same thing not including the money i have to pay to sell a item or commission should i start making deductions from your $60 or would you just like your $60 refund ?

 

That was including in my purchase

Look you just send me my money my $60

 

and i looked up that tracking on usps not found if it cant be located says not found please reenter all numbers on tracking because that isnt the number

 
Apr 10, 4:55pm

9505 5000 3485 5100 0000 48

 

thank you was found will refund as soon as it is delivered to me thanks have a good day

 

Thank u

 
Apr 13, 6:12pm

hi i recieved the package today am issuing your refund thank you for your cooperation sorry you were dissatisfied , please close the case and change your feedback your understanding is appreciated my account is blocked i may have sent you the wrong earring and im sorry but please refrain from using comments like fake as tophatter takes this seriously and i have great feedback and this ruined my reputation i will change mines as well sorry again and thanks for sending the items back in the same condition good day!

 
Apr 13, 6:59pm

Issued your refund please close case and change feedback i have been a honest seller i kept my word and refunded you in full answered all of your questions please change it so my account can get off of suspension right now my reputation is ruined and cannot sell on tophatter due to this issue please help i have alot of people orders on hold that need to be sent out and i do not have access to any of my items no one can buy and i cant sell please understand and close case thanks for your help and understanding have a good night

 

As soon as I see my refund I will change.sorry for the inconvenience I hope you understand.I will keep my word

 
Apr 13, 7:17pm

thank you i believe you you sent back the earrings thanks again good day

 
Apr 14, 4:50pm

can you please contact customer support and tell them yo said they were fake because you were mad they refuse to open back up my seller account becasue of your claim i admit i sent you the wrong item appologized numerous of times and even issued you a full refund with no hassle please contact support and tell them you only made that claim because you were upset the shipping took long please this is how i feed my kids right now i lost 2 days pay not being able to sell close your case with tophatter and change your feedback issued you the refund when u get the funds is up to your bank has nothing to do with me please im begging you i cannot lose this account it took me month to build my reputation and because of 1 claim there gonna close my account times is hard this is my business my life if i cant sell online .

 
Apr 14, 5:39pm

I just sent them a message explaining that you had sent the wrong earrings and they were not fake.and you were refunding my money

 

omg thank you i appreciate it so much hopefully they open my account if not thanks for trying anyway bless you a thousand times have a great day

 

I sent them a Nother message stating that I would have had you send me the correct earrings but I had already purchased them for a wedding. And that I thought it was just a mistake on the earrings

 

thanks again for your help hey if they listen then im greatful but there preety strict fingers crossed they give me back my acount if not gonna have to find a new venue and start over im prepared to move on if i have to just thought id try to dispute it and see if they listen and give me back my account none the less was a pleasure doing business with you have a great night Johnette

 
Apr 14, 7:29pm

Sorry to bother you again would you mind changing your feedback it would be most appreciated

 
Apr 14, 7:41pm

I'm trying to but I can't get to it

I do not know how to get to it it's not showing up

 
Apr 14, 8:16pm

it should be a lil box with 3 lines in it on the side to the right of the item purchased

 

It's not there itches has viewed open cave and leave message for selling

 

ok thanks anyway good night

 

Maybe when they close the case I can change it but if not let me access it

I went through everything trying to change it out

 

its ok i gave up lol thanks truly for your help

 
about 1 hour ago

thanks for your business you can gmail me I no longer on tophatter for more deals and products can email you them and prices [email protected] thanks again

 

Will do.

What day did you submit the refine my bank is not seen anything pending

 

It takes sometimes 3 days I submitted it a day ago when I got the earrings back cheek tomarrow should be there I did issue it look at the case says refunded now you have to wait till the bank releases the funds to your account thanks again                                                                                                                                                                                                                                                                                                         

 BUYER OPENS CASE   SELLER RESPONDS  CURRENTLY: STAFF REVIEWS 

The Tophatter staff is reviewing this case.

Buyer explanation

Significantly not as described. Counterfeit or fake. $60.00 refund requested.

These are not the earrings that I had purchased and saw online they are totally different

Seller Response

 
NO REFUND — The seller has indicated that they do not wish to issue a refund.

Tophatter Staff Decision

 
PENDING — The Tophatter staff is gathering the information required to make a decision. If a tracking # or PayPal refund txn ID is provided by the seller the Tophatter staff will verify that the number or ID is valid before making a decision.

Case & Order Details

Case #5417268 Details:
Status: OPEN: STAFF REVIEWING  
Buyer: Johnette
Seller Address: View
Opened: Apr 9, 2015
Updated: Apr 9, 2015
Order #5417268 Details:
Status: REFUNDEDBNFS
Price: $60, $0 shipping.
Paid: Mar 18, 2015 with a credit card (8wtfc6w).
Shipped: Mar 18, 2015 (USPS 9400110898825009937902)
Time To Ship: 0.04 days (7.25 days early).
Shipping Address: Lakewood
Feedback: Apr 6, 2015 NEGATIVE View

Messages

Apr 9, 6:19pm
Buyer
Johnette

These are not the earrings that I had purchased and saw online they are totally different

 
Apr 9, 7:50pm
Seller
Gifts By Exquisite

I will provide a refund once the item is returned to me.                                                                                                                                    


Tophatter Support <[email protected]>

4:17 PM (17 hours ago)
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Type your response ABOVE THIS LINE to reply
Gifts By

Subject: Re: You have a new message in your Tophatter inbox

APR 15, 2015  |  01:17PM PDT 

Rachel replied:

Hello Sarah,

Thanks for writing. Please review the correspondence from Aimee sent to you yesterday. A copy is below.

APR 14TH, 2015 AT 12:57PM

( 1 DAY AGO )

HEADERS HTML TEXT Aimee

To: sa mo <[email protected]>

From: “Tophatter Support” <[email protected]>

Reply-to: [email protected]

Hi Sarah,

Thank you for writing to us. Due to the high number of items already sold as Michael Kors, and because you were unable to provide receipts from an authorized retailer matching each item sold, we will be unable to remove the block from your account.

Counterfeit items are illegal, and we are obligated to take action against any sellers of items that cannot be authenticated and counterfeit listings in order to protect the marketplace.

Under our guidelines Tophatter cannot be used to sell counterfeit items, unauthorized replicas or copies. Because of this, we will not be reinstating your account to sell.

We wish you the best of luck in your future endeavors.

Thank you,

Aimee

***Here's a helpful hint*** 

Most commonly asked questions can be found by searching the FAQ: http://help.tophatter.com/. If you have additional questions, please contact us at http://tophatter.com/support.

APR 14, 2015  |  04:28PM PDT 

Original message

Gifts wrote:

It says temporarily suspended why can't I have my account back I have great feedback if I agree not to sell name brand products and sell everything else take down the listings for anything having to do with the issue can I have my account back? It says if the seller corrects the issue they can have there account back if not after your response to this I'll move on but I have to try as this was my only outlet I was succeeding in selling any of my items 

Sent from my iPhone

> On Apr 14, 2015, at 5:39 PM, Tophatter <[email protected]> wrote:

             

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