Wednesday, July 23, 2008

Have you purchased from this store?

A few weeks back, okay, six weeks, back on June 13, I ordered a chart from Stitch1 Knit 1, a UK based company (the chart I wanted was a UK designer). I made payment through Paypal.com. By July 10th, it still hadn't arrived, so I emailed to find out if the package had been sent out and based on their experience with international shipping, what they expected the arrival time to be. No answer. A week later, I emailed them again. Still no answer.

Then I tried contacting them through their website. No answer. So I tried contacting them through Paypal.com's dispute resolution process. Nothing. Not a single word. I can't even tell you how frustrated I am by this. If someone screwed up and forgot to send the package, fine. I can understand that. If the item is backordered, let me know. But don't take my money and then not even have the decency to respond when I ask you very politely when I can expect my chart.

Finally today I got so fed up with not hearing back from them, I escalated the issue to a claim with Paypal, and hopefully I'll be able to get my money back so I can order it elsewhere. Has anyone ever shopping in their store or ordered from them online? Is this something that happens to a lot of people or is this just a fluke of bad service? I tried googling the store name but didn't come up with much, so I am interested to know if anyone has dealt with them. Also, has anyone ever filed a claim through Paypal? If so, how did it work out?

14 comments:

Kathryn said...

I hate to be the cautious one, but a friend of mine lost $2000 through PayPal. If you transferred your money through your checking account, it is probably gone. PayPal just doesn't care and only has "insurance" up to $200. The only way to guarantee a refund on unshipped merchandise is through a credit card. The credit card companies routinely handle these disputes in your favor unless the company can prove that you received the goods. Next time use a credit card.

indystitch said...

I've had something like that happen before, with a trade sent to Canada. The person claimed that they never received the item and demanded their $$ back, convinced that I'd never sent it. I gave their $$ back just to prove that I am an honest person, but in retrospect, I wish I'd offered to split the difference instead... it was a sizeable sum for a valuable XS product.

Anyway, I hope you get your situation worked out soon!

Chiloe said...

I didn't but you can grade it here:

http://stitchersreportcard.yuku.com/

Cna you call them? Is there a phone on their web site?

Teejay said...

I haven't bought from that store but I had the exact same problem from an ebay seller once and had to go through the same paypal process. I did get my money back but I am not sure if paypal bases refunds on if you are insured or if the seller is insured (most likely the seller being insured) with paypal. Any company or individual that does business with paypal can be insured if they are verified and depending on (I guess) their history of claims or what not. Go to their website and see if they are still selling and if they have a paypal insurance logo. Also, to test them you could pretend to be somebody else and act like you want to order something from them and have a question about it and see if they then respond.

Pumpkin said...

No, sorry, I've never even heard of them :o( Did you find them by the internet or an ad? I hope it eventually works itself out.

Dianne said...

I think Paypal is a pretty decent company. I've had to call them a few times about things and they were pretty nice and helped me resolve the issues. I'd give them a call.They hide their phone number on the bottom of one of their pages.
Also, when we went to Florida in 2002, I was using my Paypal debit/Visa and they called my house to see if I knew someone in another state was using it (Brian didn't go). I thought that was nice.

Wendy said...

It looks like they are strictly an online store..not a brick and mortar shop. Based upon previous experience with online only shops, or some ebay sellers, they probably advertised something that they didn't actually have in stock and have probably been running into a problem with their supplier. That doesn't excuse their lack of communication and I hope you get a now quick resolution from paypal. :(

They do have a local phone number. Do you know anyone local in the UK that would be willing to call them on your behalf??

Good luck!

Sally said...

I have never heard of the company I'm afraid. I did file a claim through Pay Pal last year when a company I was dealing with didn't come through with what I'd ordered. I got my money back pretty quickly.

Jenn said...

I've never heard of them. It seems like 99% of the time Paypal will side with the buyer. Good if your the buyer not if your the seller. So hopefully they can get this taken care of for you quickly.

Lisa said...

Sorry about your bad experience, I hardly ever order online, if I do, its with a CC w/ Amy of DSL.

Barbara said...

I'm not familiar with the store, but I have brought up an issue with PayPal where I filed a claim against an eBay seller who basically told me to go get stuffed when I asked where the package was I'd bought from her. PayPal did side with me, but as her account with them was "empty" I never got a refund. :( I've never had any problems getting PayPal to reply to me when I have problems or questions, even though I have heard a LOT of negative stories.

Meari said...

I would definitely put an entry on stitchers report card, as previously mentioned.

I haven't had any experience with that company. Haven't even heard of them before now.

Hopefully, you can get it straightened out.

Jenna said...

I'm sorry to hear that you've had a bad experience. As a shop owner, I cannot imagine reacting that way. I had to file a grievance with PayPal once for a scrapbook that I purchase from an Australian seller who pulled the same trick. Unfortunately, I didn't get all of my money back, as PayPal collects their portion and it depends on how much money is in the seller's account and such, but something is better than nothing!

Kim B said...

Oh no! I hope you get this all worked out. That's terrible!