Dilemma

[mala_14]

Well, quite some time ago (end of September) I ordered a yard of silk brocade and a couple yards of lawn from puresilks.biz (AKA exclusive silks). I received the lawn but never got the brocade. I assumed it was coming later so I waited a while. A few weeks later I emailed and they said they'd get back to me. Which they didn't. Then I emailed again later and they never answered. I just emailed again the other day. And they answered saying that their records show they cut the brocade when I ordered it and that the postal receipt has the proper weight for all the fabric. Now, I know that I didn't get the brocade because I totally ripped apart all the packaging of the envelope looking for it when the lawn got here, and nothing has come for me since. But I don't know about the postal weight because I received the lawn back in early October or something like that and of course I threw out all the packaging and such. I'm glad they've finally gotten back to me with a real answer, but because it took so long I'm a little miffed. And I spent a decent amount of money for that silk brocade, and to not receive anything for it is annoying to say the least. But I'm not sure what I'm really entitled to. I mean, they have my money, and I don't have the product, but they have records saying that it was sent to me. So where do I stand on this one? I don't want to be out the approximately $20 I spent. And I don't really have a use for that brocade any more anyways. I'd like a refund or be able to change my order and get something else, but they haven't really been forthcoming with any useful suggestions. I've never heard of anybody else getting bad service from them, so I'm assuming this a bit of a fluke, but I'd like them to step up and help me out. Any thoughts?

Comments

[redthreaded.livejournal.com]

That really sucks. I've ordered from them and had no problems, but I ordered through their ebay store.

How did you pay them? If it was with paypal, unfortunately you are probably past the 45 day window to open a dispute. You could possibly contact your credit card company and see if they can do anything.

Unfortunately I'm not sure there is much else you can do if they decide to hold fast with their side of the story.

I did notice that the shipment I got from them had an incorrect item value listed on the customs form (for MUCH less than the fabric was actually worth--which they probably do so their customers avoid import fees), so their biz practices are not exaaactly on the up and up.

[(Anonymous)]

I've ordered from them for about 3 years and received everything I've ordered from them. But they can be slow if nothing else, and I can see how they could make a mistake. Perhaps they even shipped that piece of fabric to someone else. Maybe if you offer to pay the shipping again they will agree to re-ship to you?

[mala-14.livejournal.com]

They've offered to send me a new yard if I pay half the price. I'm not sure I'll do this though. But at least I've finally got some sort of response.