I tend to love Etsy but... (long)

Tygirljojo · May 2010

the instances in which I purchase a product from a seller that isn't what they advertised. I purchased a card box from a seller because the price of it ($45 shipped) vs. how much I would spend on making one was almost a wash. So I get the box today and there are a couple things about it that aren't that great (i.e. matting for the pictures were cut by the person and not that great of a job, plus the bottom part/foamcore board was duct taped on and had gotten loose) but I was willing to deal with them (pre-cut matting can be bought for inexpensive) but the biggest problem is the opening for the cards is smaller that the seller stated. I specifically asked how large the opening was going to be and the seller stated 6". It measures a little under 5" so I messaged her since she had messaged me stating she saw I recieved the box. Most wedding cards are normal to large size and an A7 card (5.125" x 7.125") not even in an envelope won't fit through the hole.

Her reply? "I am so sorry! To be honest I dont really know why that happened...I cant apologize enough, I dont think you will have too much of the larger cards....but if you do have someone attending your gift table they can always help your guests. Sincerest apologies."

So now I'm trying to figure out how to address this issue. should I dispute on Paypal? I feel kind of bad for doing that, but if she had offered to remake just the cover, I would have been fine with that. But no, no offer from her. Should I ask if she'll remake it or just put in the dispute? There's a reason I pay on Paypal with my credit card.

Honestly, I don't know if I would trust her to remake it and send. She shipped the box a week later than she said she would (blamed it on Joann not having the fabric, okay, whatever, no biggie), then she asked what the box was for (i.e. wedding) apparently because (I quote) "I usually want to make sure I am aware of what sort of event this is, so that I can address a thank you note for the right occasion." No card in there (maybe cuz it couldn't fit in the slot!??). Just too many issues. Maybe I should go and just dispute it on Paypal? I gave her a chance to own up to the fact that she screwed up and didn't make it as discussed, right? Am I being a bridezilla here!??

amandasw · May 2010

ick. I'd probably be a little upset too. I think it's better to always start with the nice approach just because it's not necessary to escalate things (ie going straight to paypal for a dispute) unless they are non-responsive. I think you have a right to ask that she fix it. She can pay for you to ship it back, pay for that new part and ship it to you (if you are willing/know how to change it, I don't quite know what shape it is whether you can easily do that) or some other option, but I think it's fair.

Just write back that you chose her because you loved the look of the box and because the hole was going to be 6". That makes it pretty clear that only under those conditions do you want it. Then ask how she would like to fix the situation (whatever options you think are feasable), the last option being a refund and if she wants it back you'll mail it at her expense.

good luck, I know it's no fun doing this stuff!

Tygirljojo · May 2010

The tricky thing about the top is she made it. It looks nice, but that's another thing that's kind of off about it - it doesn't fit the hole perfectly becuase of the way she put the box sides/frames together. The top just sits on pegs (finishing nails, really) to keep it from falling into the space. So now I'm at a loss as to what resolution options to suggest.

Tygirljojo · May 2010

Maybe if I did legwork and figured out how much in supplies it would cost for me to fix the top myself as the first option and the refund and payment of shipping costs for me to ship it back to her as the second option?

dbraulik · May 2010

I would ask nicely too for a fix. But since I can't visualize what you're talking about... I can't offer suggestions. If it were me, I'd take the time to figure out exactly how I wanted it fixed. And then word a nice reply to her email with why you purchased it and what fix you expect. Then if no resolution go through PayPal.

Tygirljojo · May 2010

Anyone know off the top of their head how much foamcore board costs? I think I'll offer for her to refund me $6 + whatever the cost of foamcore board is as one option, her to remake it and send the top as another, and a full refund plus a prepaid shipping return label as a third.

enlightened1 · May 2010

Ew. I'd tell her to pay for return shipping and that you want a full refund. If she doesn't agree/comply, then I'd dispute it w/ PayPal.

Frankly I wouldn't trust her to 'fix' it if she did such a shady job in the first place.

Tygirljojo · May 2010

Trying to work through it. I just don't want to deal with the stress of having to make a card box myself or start to look for another one again.

jennlin · May 2010

i'd ask her for a fix, and if that doesn't work, ask for a refund...then complain to etsy, then dispute with paypal if nothing works

sarack · May 2010

i agree with jennlin! completely!

StarrryEyez19 · May 2010

I'm sorry that this is happening to you. As if you don't have enough stress over other things already. I totally agree with Jennlin. GL!

amandasw · May 2010

can you post a picture of it? (ok, mostly out of curiosity, but it might help if someone has an idea)

It's nice of you to want to fix it yourself rather than have her redo it if it's something you think you can do, otherwise I think it's perfectly fine to ask her to do it.

Tygirljojo · May 2010

Here's the issue

It measures 5" in length and she said it would be 6". A standard A7 card (not even in an envelope) won't fit through it. We actually conversed this morning and she is remaking the top. I'm willing to mail her the buttons since they were special ordered and she's to resend the top to me as soon as she receives the buttons and puts them on. Hopefully this will work.

jennlin · May 2010

that's good that she's remaking it!

amandasw · May 2010

sounds like a good plan!

I tend to love Etsy but... (long)

Re: I tend to love Etsy but... (long)

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