Our records show that a member of our Support team has responded to the seller multiple times via email support. It appears that the seller used a label from a different one of their sales to ship the item to an incorrect buyer. Our Support team member is actively working on having that buyer return...
the item to the seller. If the item is not returned, we do have a process in place to assist the seller.
If the seller has any further questions, we recommend that they respond to our Support team member.
Our Marketplace team has noted that they provided this user with a link to reset the password on their account. The user was then able to log in and redeem their earnings.
Because our guidelines states that used makeup can not be sold on our platform - due to hygienic reasons, Poshmark is unable to provide the seller their earnings as redeemable credits. However, as a courtesy, we have provided the user their earnings in Posh Credits. Due to this, we consider the case...
To clarify, we removed the Posh credit and added Redeemable credit which can be redeemed to a bank account or requested via a check. We cannot issue partial refunds to a credit card, so we issued redeemable credits as a refund for the free shipping that was not present on the initial order.
Initial Business Response /* (1000, 5, 2016/02/01) */
After further investigation, our dispute management team did not find that the item was not as described. However, as a courtesy, they have issued the buyer a refund.
Due to this, we consider the case resolved.
Initial Consumer Rebuttal...
/* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund, but not their reasons behind it. Their case review staff needs adjusting.
Our records show that the seller’s earnings were temporarily held due to these earnings being the result of selling counterfeit items. Selling counterfeits is against Poshmark policies and federal law. The seller agreed to our terms that they will not return to Poshmark, and if they do and sell...
counterfeits they will not be receiving any earnings. Upon agreement, the seller’s earnings were released on [redacted].
Complaint: [redacted]I am rejecting this response because: the account wasn't deleted by me at all. The account was deactivated by them. They are lying due to the fact they don't want to resolve the case in the right manner. I will keep going until I get adequate resolution.Sincerely,[redacted]
We are sincerely sorry to hear that the customer did not have a satisfactory experience and understand their frustration. After further investigation, it seems that multiple emails were sent and our team apologizes for the length of time it took to address the customer’s case.
Our team has...
escalated the issue and our engineers have manually added the customer’s shipping information to their account. If the customer has any further questions or concerns, we ask that they respond directly to our team’s last email from September 16th, 2016, to get in touch with our Senior Manager.
Due to this, we consider the matter resolved.
Complaint:[redacted]I am rejecting this response because:Your job is to provide a customer a service. Please do your job and tell me how you are going to make this right.Sincerely,Christina[redacted]
The buyer opened a return claim with us on the day this item was delivered due to faint deodorant stains and loose threading. Additionally, the buyer reported a cigarette smoke odor. Unfortunately, because the seller only used stock photos and the photos they provided later on did not show the areas...
in question, we were forced to approve the return claim. The seller, [redacted], also filed a return dispute in our app and we provided her with Posh Credit due to the inconvenience. For this reason, we consider the case closed.
Initial Business Response /* (1000, 5, 2015/07/06) */
We have conversed with the seller and stated that we do see that the seam is coming apart in the photo that they have uploaded in their listing although they claim that there was no tear prior to the return of the item.
According to USPS the...
item was returned to the seller, therefore we consider the case resolved.
According to our Marketplace Operations team, the customer was assisted with their inquiry on June 14th, [redacted]. If they have any further questions or concerns about their account, they may respond directly to our team’s last email.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response...
because:
Can you please read all of the past email messages regarding this LemLem beach coverup? Your app did not allow me to submit pictures the next day AFTER I got my item since I previously submitted a complaint that I did not get the item since a neighbor had it. Once I got it from my neightbor (the postal person delivered it to them instead of in my box), I informed you that same night and then emailed you pictures in daylight the next morning, and told you that your app was not accepting my photos. Please re-read all of my emails--I should have been allowed to submit photos of this defective coverup, but your app did not allow me to, even though you guys emailed me telling me I had X days to check w my neighbors to get the item and I finally found it. It seems like if you file on your app that you didn't get an item, then get it, it doesn't then allow you to also submit photos if it is defective. I fail to understand why hours and lots of emailing over months you are failing to understand. I'm extremely upset and do not want this LemLem dress as the seller said it is brand new but theres tons of issues w it and its practically falling apart. I want a $55.00 refund and will return to you.
I asked several times to speak in person to a manager about this-- and then to pass it to a Engineer/technical product manager--since your app has a lot of short comings for thigns such as this.
Sincerely,Holly [redacted]
Complaint: [redacted]I am rejecting this response because: I did not get back everything I sent to the buyer. I do not accept the response from Poshmark. So if the buyer said that they didn't receive the bracelet and wanted refund you would have given them refund and not verified the information with the seller. I have a 5 star rating with every item I sold on your website no one questions or complained about anything because everyone I sold to had a profile and list of items they were selling. This buyer did not have anything listed just a generic profile and you took their words without confirming with a seller that have sold before. I will tell all of my friends not to do business with your company.Sincerely,[redacted]
As stated by multiple members of our team, we are unable to remove the comments, and recommended that the seller delete the listing and create a new post if they believe the comments were causing any loss of sale. In addition, Poshmark does have a block feature which allows users to block other...
Poshers, meaning they cannot leave comments on their listings.
Poshmark does investigate sellers that repeatedly do not ship orders and takes action on their account including restriction. Our records show that full refunds have been issued for all cancelled orders.
Our records show that a member of our Support team has responded to the seller multiple times via email support. It appears that the seller used a label from a different one of their sales to ship the item to an incorrect buyer. Our Support team member is actively working on having that buyer return...
the item to the seller. If the item is not returned, we do have a process in place to assist the seller.
If the seller has any further questions, we recommend that they respond to our Support team member.
Due to this, we consider the case resolved.
Our Marketplace team has noted that they provided this user with a link to reset the password on their account. The user was then able to log in and redeem their earnings.
Due to this, we consider the case resolved.
Because our guidelines states that used makeup can not be sold on our platform - due to hygienic reasons, Poshmark is unable to provide the seller their earnings as redeemable credits. However, as a courtesy, we have provided the user their earnings in Posh Credits. Due to this, we consider the case...
resolved.
To clarify, we removed the Posh credit and added Redeemable credit which can be redeemed to a bank account or requested via a check. We cannot issue partial refunds to a credit card, so we issued redeemable credits as a refund for the free shipping that was not present on the initial order.
Initial Business Response /* (1000, 5, 2016/02/01) */
After further investigation, our dispute management team did not find that the item was not as described. However, as a courtesy, they have issued the buyer a refund.
Due to this, we consider the case resolved.
Initial Consumer Rebuttal...
/* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund, but not their reasons behind it. Their case review staff needs adjusting.
Our records show that the seller’s earnings were temporarily held due to these earnings being the result of selling counterfeit items. Selling counterfeits is against Poshmark policies and federal law. The seller agreed to our terms that they will not return to Poshmark, and if they do and sell...
counterfeits they will not be receiving any earnings. Upon agreement, the seller’s earnings were released on [redacted].
Due to this, we consider the case resolved.
Our records show that this order was cancelled on [redacted] and a full refund was issued to the buyer.
Due to this, we consider the case resolved.
Complaint: [redacted]I am rejecting this response because: the account wasn't deleted by me at all. The account was deactivated by them. They are lying due to the fact they don't want to resolve the case in the right manner. I will keep going until I get adequate resolution.Sincerely,[redacted]
We are sincerely sorry to hear that the customer did not have a satisfactory experience and understand their frustration. After further investigation, it seems that multiple emails were sent and our team apologizes for the length of time it took to address the customer’s case.
Our team has...
escalated the issue and our engineers have manually added the customer’s shipping information to their account. If the customer has any further questions or concerns, we ask that they respond directly to our team’s last email from September 16th, 2016, to get in touch with our Senior Manager.
Due to this, we consider the matter resolved.
Complaint:[redacted]I am rejecting this response because:Your job is to provide a customer a service. Please do your job and tell me how you are going to make this right.Sincerely,Christina[redacted]
The buyer opened a return claim with us on the day this item was delivered due to faint deodorant stains and loose threading. Additionally, the buyer reported a cigarette smoke odor. Unfortunately, because the seller only used stock photos and the photos they provided later on did not show the areas...
in question, we were forced to approve the return claim. The seller, [redacted], also filed a return dispute in our app and we provided her with Posh Credit due to the inconvenience. For this reason, we consider the case closed.
Initial Business Response /* (1000, 5, 2015/07/06) */
We have conversed with the seller and stated that we do see that the seam is coming apart in the photo that they have uploaded in their listing although they claim that there was no tear prior to the return of the item.
According to USPS the...
item was returned to the seller, therefore we consider the case resolved.
According to our Marketplace Operations team, the customer was assisted with their inquiry on June 14th, [redacted]. If they have any further questions or concerns about their account, they may respond directly to our team’s last email.
Due to this, we consider the matter resolved.
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545}
Regarding the users account we have reinstated her account back on our platform on 4/16. For this reason we consider this case closed.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response...
because:
Can you please read all of the past email messages regarding this LemLem beach coverup? Your app did not allow me to submit pictures the next day AFTER I got my item since I previously submitted a complaint that I did not get the item since a neighbor had it. Once I got it from my neightbor (the postal person delivered it to them instead of in my box), I informed you that same night and then emailed you pictures in daylight the next morning, and told you that your app was not accepting my photos. Please re-read all of my emails--I should have been allowed to submit photos of this defective coverup, but your app did not allow me to, even though you guys emailed me telling me I had X days to check w my neighbors to get the item and I finally found it. It seems like if you file on your app that you didn't get an item, then get it, it doesn't then allow you to also submit photos if it is defective. I fail to understand why hours and lots of emailing over months you are failing to understand. I'm extremely upset and do not want this LemLem dress as the seller said it is brand new but theres tons of issues w it and its practically falling apart. I want a $55.00 refund and will return to you.
I asked several times to speak in person to a manager about this-- and then to pass it to a Engineer/technical product manager--since your app has a lot of short comings for thigns such as this.
Sincerely,Holly [redacted]
Complaint: [redacted]I am rejecting this response because: I did not get back everything I sent to the buyer. I do not accept the response from Poshmark. So if the buyer said that they didn't receive the bracelet and wanted refund you would have given them refund and not verified the information with the seller. I have a 5 star rating with every item I sold on your website no one questions or complained about anything because everyone I sold to had a profile and list of items they were selling. This buyer did not have anything listed just a generic profile and you took their words without confirming with a seller that have sold before. I will tell all of my friends not to do business with your company.Sincerely,[redacted]
As stated by multiple members of our team, we are unable to remove the comments, and recommended that the seller delete the listing and create a new post if they believe the comments were causing any loss of sale. In addition, Poshmark does have a block feature which allows users to block other...
Poshers, meaning they cannot leave comments on their listings.
Poshmark does investigate sellers that repeatedly do not ship orders and takes action on their account including restriction. Our records show that full refunds have been issued for all cancelled orders.
Due to this, we consider the case resolved.