Complaints

• Initial Complaint

  04/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a few items from this website (***************************************) on 4/8/23. I received no confirmation of the order for days and I finally had to look on the website to get their email address so I could ask what was going on. I didn't get a tracking number for several days after that and even when they provided it, there was no carrier listed so I couldn't look up the tracking number. When I finally got that information and checked the tracking number, it said the package was sent on 4/10/23 and already delivered on 4/14/23 but it has still not arrived. I emailed again and they said I would have to file a claim on my own to ***** but never provided the required information about my package so that I could file the claim. I paid almost $250 plus shipping for the items I purchased and I have nothing and cannot even file a claim with ***** I am very upset and frustrated.

  Customer response

  04/18/2023

  My address is:
  *********************

  ****************************************

  *********, ** 21218

  Business response

  04/19/2023

  *** has been *********************** to deal with.  We have tried to be helpful, but she isnt willing to follow the steps in filing for her missing package via the United States Postal Service. 

  Her package left our shop on April 10th and shipped priority service with the default insurance which she would have chosen on check out. Upon tracking her package she noted that it was marked delivered.  She claims she did not receive the package.  I cant speak to the truth in that.  Seeing as she keeps demanding a full refund on goods that were shipped we do wonder how truthful this is.  

  We have since provided her with the requested information so that she could submit claim with the postal service.  I do not know if she has done that as of todays date.  

  We are not willing to refund anything that was properly shipped with tracking and insurance.  

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  I have not been a nightmare and that is an unfair and rude characterization of me. I do not appreciate being called names, Also they misgendered me - I do not use she/her pronouns. 

  The ordering process was difficult and unclear. I had to message the shop over and over just to find out if my order was received. I was not given clear information about when my products shipped, what carrier was used, and what the tracking information was. Then to add insult upon injury, I did not receive my package. Why would I go through all this nonsense and headache if I had received my package? What would be the point of that? I wanted the items I ordered - if I had received them I would be very happy and content. How dare they suggest that I am lying about that?!

  I want a refund or replacement from them because I never received the products I ordered. It is on them as a business to make sure that the products they ship are received by people who, in good faith, send them money online. I am very upset and offended by their response. I have sold handmade goods on Etsy and every so often the post office loses a package. I have ALWAYS provided either a replacement or a refund - whatever the customer wanted. That is fair and ethical treatment. I want nothing less.

  I still want either a replacement for the items that were lost or a refund of the amount I originally paid. Even if I was to receive money from the postal service, it doesn't cover the entire amount that I paid. It only covers $100 so I would still be losing over $150. So even if my claim is accepted by the postal service, I won't get back the money that I spent. That is not fair. I did nothing wrong. All I did was order products from their website. They should be stepping up to help me out here. Why do I have to be the only one to lose money? Do they get to just slip away from this with no loss and I have to shoulder it all??? How is that fair??? If they had offered to help in any way, or share the burden of the lost money, that would be acceptable. But they're acting like this is all my fault and all my burden to bear and that is not acceptable to me.

  In their response, they also said that I refused to file a claim with the postal service. That is not true and I don't know why they said that. I think that they just want me to go away and stop bothering them but that's not how this works! As I mentioned, even if the postal service accepts my lost package claim, I will only get back $100. I spent OVER $250. So not only does this shop get to make a profit from the items I ordered, but they walk away from this **** free with no accountability or loss? WHY DO I HAVE TO SHOULDER ALL THE ******** Why can't they offer to help me out in any way??? This isn't my fault!

  I realize that this is challenging for a small business - but it's the right thing to do for customers. I bought the products from their website in good faith that I would receive them. Now I have nothing and I am out over $250. The least they could offer is to replace the items. The fact that they are being belligerent and calling me names is indicative of a company that is not capable or ready to do what it takes to provide excellent customer service. I will not go away and I will not stop asking for fair and ethical treatment.
  
  Regards,
  
  *********************
  
   

  
  

  Business response

  04/19/2023

  First off, we will apologize for using the wrong pronouns,  Even though we have not been happy whatsoever with our interaction with this customer, we would never purposefully misgender anyone. 

   

  With that said, we are not willing to proceed with any sort of refund until the case has been satisfied with the postal service.  Although we feel bad that this customer claims they did not receive their package, it was sent in good faith via the ************* postal service, and Sassy Magick should not be held responsible for a carrier losing a package.  

   

  Had this customer communicated in a more effective and gentle manner we might have have perceived them to be a nightmare to work with. 

  We have mailed countless packages, dealt with ****s of customers and never had an issue with a single person until now. 

  We try our best to help everyone, and the only fault that we can take credit for in this situation is not updating our system to make the package as sent.  

   

  Once this customer files with the postal service and goes through the proper procedures on their end Sassy Magick would be happy to work with them. 

*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. ↩