Complaints

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying for several weeks to get my money back after they sold an item a few months ago which they didn't have. On July 20th I e-mailed instructions to be mailed a check as I don't use digital or virtual platforms, they say they can't do a credit to my card and I don't want something else. On August 4th I called and was told by **** and *** that check number ***** for $114.00 was mailed 7 to 10 days earlier in July. I still have no check. I feel I've been deceived as it is clear there is no intention of giving my money back.

  Business response

  08/27/2022

  Per our terms and conditions stated on our website and store policy, all pre-orders and special orders are non refundable and cannot be canceled. 
  All pre-orders are subject to the manufacturer's suggested delivery which FairyTales is unable to manage. Per our website terms and conditions, pre-orders, special orders and deposits are non-refundable.. This policy is posted on every item on our website. However we agreed to refund ****************. Unfortunately, we were not able to refund her credit card due to changing credit card processors and the age of her transaction. We offered to send her a PayPal refund she refused. We sent her a business check with a full refund. check number ***** for $114.00
  we have not heard from **************** since she called for the check number. We did not know that she did not get the refund. She did not follow up with us. She has not called us. We did not know there was an issue. We assumed she had received the refund and had not deposited it yet. 

  Customer response

  09/01/2022

   
  Complaint: 17726047
  
  I am rejecting this response because: I do not use paypal which is why I requested a check.  I still have not received a check from this business for $114.00.  It has been at least five weeks since they say it was sent.  I don't believe one has been sent.  Please get them to send a check.  Thank you.
  
  Sincerely,
  
  ***********************

  Business response

  09/07/2022

  ***************** placed a pre-order with our shop as she has done in the past for an item that was not in stock.
  ***************** has purchased from us for many years with no issues.  In July, she requested a refund.
  We were unable to refund her credit card since we had changed banks & credit card processors. 
  
  Credit Card refunds cannot be processed if there is not an original transaction with the credit card merchant. 
  Since the original transaction was with our old credit card processor and our old account was closed were not able to issue a credit card refund.
  This can be confirmed with **********************************, **************************** @ PNC Bank Naperville Crossings  ************
  
  We explained this to ***************** and offered to PayPal her the refund which would have been immediate. 
  She declined and requested a check.  Her refund was mailed that week, Check # ***** for $114.00.
  Approximately 8-9 days later, ***************** called to confirm her refund was mailed and we supplied her the check number & amount.
  We did not hear back from ***************** regarding this matter, phone or email.  We assumed she had received her refund.
  
  Since then, we have now heard from the Office of the Attorney General and the BBB.
  We have stop payment on our check ***** for $114.00.  Please attached confirmation with PNC Bank.
  We have issued ***** for $114.00 to ******************  See attached copy of the replacement check *****.
  We have sent the replacement check to ***************** via **** certified mail so we will get confirmation that the refund was received.
  See attached **** confirmation.

  If ***************** would have contacted us directly and told us she did not received the refund.  We would have reissued the refund directly.

  Customer response

  09/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩