Initial Business Response /* (1000, 5, 2016/02/27) */ Our return's team carefully investigate every case by to reach fair outcome. According to our returns team, they have provided photos to the user of a different bag to show that the print and color is similar therefore they have reason to believe...
that it is part of the design. Additionally they concluded that the marks were shown in the listing photos. Therefore the item was as described. Due to this, we consider the case resolved. Initial Consumer Rebuttal /* (3000, 7, 2016/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are incorrect, this is not part of the design. They deemed this part of the design because they do not want to do their jobs. Final Business Response /* (4000, 11, 2016/03/30) */ As stated, our returns team has concluded that the marks were shown in the listing photos. Therefore the item was as described and does not qualify for a return. Due to this, we consider the case resolved. Final Consumer Response /* (4200, 15, 2016/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company may consider it resolved on their end but not giving customers an option to return their item is not resolved. Poshmark customer support by far the worse App company I have dealt with. I will no longer be investing any money into their poorly managed App and I have made sure to inform the many women I converse with daily to never think of installing it due to this appalling experience.
Initial Business Response /* (1000, 5, 2015/11/24) */
We have thoroughly assessed the photos provided by the buyer and moved to compensate the buyer for this return case.
Due to this, we consider the case resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/27) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
Regarding order [redacted], as stated in our policy found here; [redacted]. A user has 3 days from date of delivery to inspect their item and...
report an issue. Unfortunately the user reached out to us after this timeframe. As a courtesy we have provided $15 in Posh Credit. For this reason, we consider the case closed.
The buyer has been compensated before for purchasing unsupported items before. Whether the item is lotion or liquid item, these items are not supported. When we compensated her the first time, we told her that it is a one time courtesy and to refrain from purchasing unsupported items in the case that something happens, we will not be able to assist her. The buyer continued to purchase unsupported items and purchasing almost all liquid items in her orders. We are not abel to assist her if she does not follow our policies and what we have notified her. For this reason, we consider the case resolved and we will not be compensating the buyer.
Our dispute management team thoroughly investigates every claim as part of our buyer protection through Posh Protect (https://poshmark.com/posh_protect). The customer opened a return request due to the package being damaged in transit, we apologize for this inconvenience on behalf of [redacted].
The...
customer indicated that they were seeking a partial refund, however at this time we are unable to process partial refunds and therefore offered credit. Since our team did not receive a timely response from the customer, the credit was issued and the return request was not approved.
If the customer has any further questions or concerns about their purchase, they may respond to our team’s last email.
Due to this, we consider the matter resolved.
Complaint: [redacted]I am rejecting this response because:
I am so frustrated with how terribly your company treats your customers. I have not experienced this kind of disregard as a consumer anywhere else.
You switched from in-app communication to e-mail communication---without notifying me, the consumer. I had sent the message in-app, and therefore assumed that all further correspondence would take place in-app. The in-app communication I received from the representative did not issue me a timeline. Additionally, it was in the middle of a work week. Making your CUSTOMER jump through hoops on a short timeline that they *aren't even aware of* when your customer is the person who is dealing with an unnecessary hassle to begin with. I spent my money on your service. That service failed. I communicated with you that it failed. Your response was incredibly lackluster.
Clearly belaboring the point that I had made 50+ purchases with no issues does nothing for you, because you as a business clearly couldn't care less about your customers. I would understand the response if I was a customer that didn't have a proven purchase history. I understand people will probably try to take advantage of the service. I thought my purchase history would prove that wasn't the case.
Terrible, terrible, terrible. You need to reevaluate your business practices.
Sincerely,Shannon [redacted]
Poshmark’s Posh Protect policy states that a buyer may file a claim within 72 hours of delivery. If the disputes team is unable to form a decision based on the photos and description of the issue provided by the buyer, they will request additional photos from the buyer to support their...
claim.
Our records show that our disputes team reached out to the buyer on [redacted] 28 and [redacted] 30 to request additional photos for the buyer’s claim. They did not receive any response from the buyer and no further photos or information were submitted. Therefore, they were forced to deny the claim on December 1 and release the earnings to the seller. Once this occurs, a return or refund is no longer available.
Regarding the users account, we made the listings available for her insurance claims as a courtesy for 6 days. Regarding the handbag, the item was authenticated by both in house authenticator and third party authenticators and both have determined the item was counterfeit. For this reason, we...
For order #[redacted], we have refunded the user for the their purchase on January 24th, 2018 for the total amount of $61.49. For this reason we consider the case closed
Initial Business Response /* (1000, 5, 2015/07/16) */
We have communicated with the seller in regards to this issue and per our Posh Protect, we have proceeded to credit their account their earnings as the item was not returned.
Due to this we consider this case resolved.
Initial Consumer...
Rebuttal /* (2000, 7, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We recommend that users use different email and password combinations across their various accounts such as email...
and other apps, to avoid fraudsters from being able to access their accounts. Poshmark was not behind the account being compromised. Poshmark detected the irregular account behavior and restricted the account to protect the user. In addition, all funds remain safe with Poshmark.
We do see that this user is in contact with a member of our Operations team. We recommend that they continue responding to them to gain access to the correct accounts.
Regarding order [redacted], as we are unable to confirm if the item was originally sent in that condition, we have compensated the user $24 in Posh Credit as a courtesy. For this reason, we consider the case closed.
The return was approved on [redacted]. The buyer did not let us know she needs an extension to return the order or we would have held the return so she can ship the order back when she can. She shipped the order back late, so funds have been released to the seller and she eventually received a refund...
on [redacted] after the return has been delivered back.
For these reasons, we consider the case resolved.
Complaint: [redacted]I am rejecting this response because Poshmark.com already used this excuse in an email to me. The seller had no problem blaming Poshmark.com for the cancelation. She even put online in nice big print for everyone to see. She says she canceled b/c Poshmark.com didn't pay her. So either the company is lying or she is! That simple. I wanna know which one it is. If Poshmark.com has a dishonest seller then they need to do something. The item is still marked sold online. I simply want what I paid for....Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/10/26) */
Our team has thoroughly investigated this return case and found that it dies not qualify for a return per Poshmark's guidelines.
We encourage our users to ask as many questions as possible in regards to sizing and measurements prior to...
making a purchase. As the listing was accurately described, we denied the buyer's return case and as a courtesy offered her Posh Credit.
Due to this, we consider the case resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their guarantee of satisfaction does not exist. All of their wording in their ad says that IF the item is not as described you can return. I DID exactly what I was asked to do. As soon as it arrived I tried it on and immediately realized IT WAS NOT AS DESCRIBED and filed a claim and now they are playing word games. They do not stand behind their guarantee that IF THE ITEM IS NOT AS DESCRIBED IT IS RETURNABLE. The item had been shrunk yet represented as true to size by the seller's words & photo of the label. I NEVER have had to ask any seller on Ebay if they are withholding any information that would be pertinent. I was led to believe by all of Poshmark's wording that I as a buyer was protected. In this case it was not so.
I was never offered a refund only a $15 credit on my next purchase. Why doesn't Poshmark handle their sellers better?
Final Business Response /* (4000, 10, 2015/11/11) */
As stated, we encourage our users to ask as many questions as possible in regards to sizing and measurements prior to making a purchase - as many of the items listed are used and sizing if subjective.
As the listing was accurately described, we denied the buyer's return case. Due to this, we consider the case resolved.
Final Consumer Response /* (4200, 12, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No where is it stated to contact seller about sizing. Seller listed a picture of the label showing the size. Poshmark is not a good company to do business with. They are ebay wannabees and will never have the integrity ebay has. As stated on Poshmark If item is not as described it is returnable. They fell way short. I would never do business with them again and have warned others to beware. They lost me.
Regarding order[redacted], there was no USPS acceptance scan for the package, and as such we asked the user to directly reach out to USPS. As there is no proof the package was shipped, out, we are unable to further assist with the order. For this reason, we consider the case closed.
It looks like the swapped orders have been compensated as a courtesy. Moving forward, please double check package as we will be forced to charge for shipping fees or cancel the orders if the orders are not fulfilled accurately. We see that both orders that were swapped, the seller got their funds...
for the order and we canceled the orders to refund the buyer due to the huge inconvenience.
The second issue the buyer is referring to, we give buyers 72 hours to inspect the order before accepting the order. Once the order is accepted, the sale is final. We advise the buyer to use the 72 hours to inspect the order thoroughly before accepting and releasing funds to the seller. For these reasons, we consider the case closed.
Initial Business Response /* (1000, 5, 2015/07/28) */
After careful investigation our return team has found that the listing does describe the item as a "Size M" and "Size 6." We ask our buyers to communicate with the seller prior to purchasing, to avoid any type of confusion.
As a courtesy, we...
have credited the buyer $10 in Posh Credit, although this item does not qualify for a return. Due to this, we consider the case resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item does qualify for a return per Poshmark' policy of a seller misrepresenting an item. The item was misrepresented as a size 6 when in reality it was a medium which is larger. I did receive $10 in credit but I feel I should receive full credit.
Final Business Response /* (4000, 9, 2015/08/13) */
Because the listing does state that the item is a size medium and a size 6, the return case was denied because it is as described. We ask our buyers to ask sellers questions as brands and item sizes vary.
Due to this, we consider the case resolved.
Final Consumer Response /* (4200, 18, 2015/08/25) */
They are now shipping me USPS damaged shoes and forcing me to keep the damaged shoes without compensation and have restricted my account. That is their "new policy" for me. I guess reporting them to the Revdex.com gave them ammunition of some sort.
Initial Business Response /* (1000, 5, 2016/02/27) */ Our return's team carefully investigate every case by to reach fair outcome. According to our returns team, they have provided photos to the user of a different bag to show that the print and color is similar therefore they have reason to believe...
that it is part of the design. Additionally they concluded that the marks were shown in the listing photos. Therefore the item was as described. Due to this, we consider the case resolved. Initial Consumer Rebuttal /* (3000, 7, 2016/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are incorrect, this is not part of the design. They deemed this part of the design because they do not want to do their jobs. Final Business Response /* (4000, 11, 2016/03/30) */ As stated, our returns team has concluded that the marks were shown in the listing photos. Therefore the item was as described and does not qualify for a return. Due to this, we consider the case resolved. Final Consumer Response /* (4200, 15, 2016/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company may consider it resolved on their end but not giving customers an option to return their item is not resolved. Poshmark customer support by far the worse App company I have dealt with. I will no longer be investing any money into their poorly managed App and I have made sure to inform the many women I converse with daily to never think of installing it due to this appalling experience.
Initial Business Response /* (1000, 5, 2015/11/24) */
We have thoroughly assessed the photos provided by the buyer and moved to compensate the buyer for this return case.
Due to this, we consider the case resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/27) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} span.s1 {color: #e4af0a}
Regarding order [redacted], as stated in our policy found here; [redacted]. A user has 3 days from date of delivery to inspect their item and...
report an issue. Unfortunately the user reached out to us after this timeframe. As a courtesy we have provided $15 in Posh Credit. For this reason, we consider the case closed.
Our records show that a member of our Operations team issued the seller their earnings via Paypal on April 11th.
Due to this, we consider the case resolved.
The buyer has been compensated before for purchasing unsupported items before. Whether the item is lotion or liquid item, these items are not supported. When we compensated her the first time, we told her that it is a one time courtesy and to refrain from purchasing unsupported items in the case that something happens, we will not be able to assist her. The buyer continued to purchase unsupported items and purchasing almost all liquid items in her orders. We are not abel to assist her if she does not follow our policies and what we have notified her. For this reason, we consider the case resolved and we will not be compensating the buyer.
Our dispute management team thoroughly investigates every claim as part of our buyer protection through Posh Protect (https://poshmark.com/posh_protect). The customer opened a return request due to the package being damaged in transit, we apologize for this inconvenience on behalf of [redacted].
The...
customer indicated that they were seeking a partial refund, however at this time we are unable to process partial refunds and therefore offered credit. Since our team did not receive a timely response from the customer, the credit was issued and the return request was not approved.
If the customer has any further questions or concerns about their purchase, they may respond to our team’s last email.
Due to this, we consider the matter resolved.
Complaint: [redacted]I am rejecting this response because:
I am so frustrated with how terribly your company treats your customers. I have not experienced this kind of disregard as a consumer anywhere else.
You switched from in-app communication to e-mail communication---without notifying me, the consumer. I had sent the message in-app, and therefore assumed that all further correspondence would take place in-app. The in-app communication I received from the representative did not issue me a timeline. Additionally, it was in the middle of a work week. Making your CUSTOMER jump through hoops on a short timeline that they *aren't even aware of* when your customer is the person who is dealing with an unnecessary hassle to begin with. I spent my money on your service. That service failed. I communicated with you that it failed. Your response was incredibly lackluster.
Clearly belaboring the point that I had made 50+ purchases with no issues does nothing for you, because you as a business clearly couldn't care less about your customers. I would understand the response if I was a customer that didn't have a proven purchase history. I understand people will probably try to take advantage of the service. I thought my purchase history would prove that wasn't the case.
Terrible, terrible, terrible. You need to reevaluate your business practices.
Sincerely,Shannon [redacted]
Poshmark’s Posh Protect policy states that a buyer may file a claim within 72 hours of delivery. If the disputes team is unable to form a decision based on the photos and description of the issue provided by the buyer, they will request additional photos from the buyer to support their...
claim.
Our records show that our disputes team reached out to the buyer on [redacted] 28 and [redacted] 30 to request additional photos for the buyer’s claim. They did not receive any response from the buyer and no further photos or information were submitted. Therefore, they were forced to deny the claim on December 1 and release the earnings to the seller. Once this occurs, a return or refund is no longer available.
Due to this, we consider the case resolved.
Regarding the users account, we made the listings available for her insurance claims as a courtesy for 6 days. Regarding the handbag, the item was authenticated by both in house authenticator and third party authenticators and both have determined the item was counterfeit. For this reason, we...
consider the case closed.
Our records show that this account was reinstated on June 26, [redacted]. Due to this, we consider the case resolved.
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545}
For order #[redacted], we have refunded the user for the their purchase on January 24th, 2018 for the total amount of $61.49. For this reason we consider the case closed
Initial Business Response /* (1000, 5, 2015/07/16) */
We have communicated with the seller in regards to this issue and per our Posh Protect, we have proceeded to credit their account their earnings as the item was not returned.
Due to this we consider this case resolved.
Initial Consumer...
Rebuttal /* (2000, 7, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545; min-height: 14.0px}
We recommend that users use different email and password combinations across their various accounts such as email...
and other apps, to avoid fraudsters from being able to access their accounts. Poshmark was not behind the account being compromised. Poshmark detected the irregular account behavior and restricted the account to protect the user. In addition, all funds remain safe with Poshmark.
We do see that this user is in contact with a member of our Operations team. We recommend that they continue responding to them to gain access to the correct accounts.
Due to this, we consider the case resolved.
Regarding order [redacted], as we are unable to confirm if the item was originally sent in that condition, we have compensated the user $24 in Posh Credit as a courtesy. For this reason, we consider the case closed.
The return was approved on [redacted]. The buyer did not let us know she needs an extension to return the order or we would have held the return so she can ship the order back when she can. She shipped the order back late, so funds have been released to the seller and she eventually received a refund...
on [redacted] after the return has been delivered back.
For these reasons, we consider the case resolved.
Complaint: [redacted]I am rejecting this response because Poshmark.com already used this excuse in an email to me. The seller had no problem blaming Poshmark.com for the cancelation. She even put online in nice big print for everyone to see. She says she canceled b/c Poshmark.com didn't pay her. So either the company is lying or she is! That simple. I wanna know which one it is. If Poshmark.com has a dishonest seller then they need to do something. The item is still marked sold online. I simply want what I paid for....Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/10/26) */
Our team has thoroughly investigated this return case and found that it dies not qualify for a return per Poshmark's guidelines.
We encourage our users to ask as many questions as possible in regards to sizing and measurements prior to...
making a purchase. As the listing was accurately described, we denied the buyer's return case and as a courtesy offered her Posh Credit.
Due to this, we consider the case resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their guarantee of satisfaction does not exist. All of their wording in their ad says that IF the item is not as described you can return. I DID exactly what I was asked to do. As soon as it arrived I tried it on and immediately realized IT WAS NOT AS DESCRIBED and filed a claim and now they are playing word games. They do not stand behind their guarantee that IF THE ITEM IS NOT AS DESCRIBED IT IS RETURNABLE. The item had been shrunk yet represented as true to size by the seller's words & photo of the label. I NEVER have had to ask any seller on Ebay if they are withholding any information that would be pertinent. I was led to believe by all of Poshmark's wording that I as a buyer was protected. In this case it was not so.
I was never offered a refund only a $15 credit on my next purchase. Why doesn't Poshmark handle their sellers better?
Final Business Response /* (4000, 10, 2015/11/11) */
As stated, we encourage our users to ask as many questions as possible in regards to sizing and measurements prior to making a purchase - as many of the items listed are used and sizing if subjective.
As the listing was accurately described, we denied the buyer's return case. Due to this, we consider the case resolved.
Final Consumer Response /* (4200, 12, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No where is it stated to contact seller about sizing. Seller listed a picture of the label showing the size. Poshmark is not a good company to do business with. They are ebay wannabees and will never have the integrity ebay has. As stated on Poshmark If item is not as described it is returnable. They fell way short. I would never do business with them again and have warned others to beware. They lost me.
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545}
Regarding order[redacted], there was no USPS acceptance scan for the package, and as such we asked the user to directly reach out to USPS. As there is no proof the package was shipped, out, we are unable to further assist with the order. For this reason, we consider the case closed.
It looks like the swapped orders have been compensated as a courtesy. Moving forward, please double check package as we will be forced to charge for shipping fees or cancel the orders if the orders are not fulfilled accurately. We see that both orders that were swapped, the seller got their funds...
for the order and we canceled the orders to refund the buyer due to the huge inconvenience.
The second issue the buyer is referring to, we give buyers 72 hours to inspect the order before accepting the order. Once the order is accepted, the sale is final. We advise the buyer to use the 72 hours to inspect the order thoroughly before accepting and releasing funds to the seller. For these reasons, we consider the case closed.
Initial Business Response /* (1000, 5, 2015/07/28) */
After careful investigation our return team has found that the listing does describe the item as a "Size M" and "Size 6." We ask our buyers to communicate with the seller prior to purchasing, to avoid any type of confusion.
As a courtesy, we...
have credited the buyer $10 in Posh Credit, although this item does not qualify for a return. Due to this, we consider the case resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item does qualify for a return per Poshmark' policy of a seller misrepresenting an item. The item was misrepresented as a size 6 when in reality it was a medium which is larger. I did receive $10 in credit but I feel I should receive full credit.
Final Business Response /* (4000, 9, 2015/08/13) */
Because the listing does state that the item is a size medium and a size 6, the return case was denied because it is as described. We ask our buyers to ask sellers questions as brands and item sizes vary.
Due to this, we consider the case resolved.
Final Consumer Response /* (4200, 18, 2015/08/25) */
They are now shipping me USPS damaged shoes and forcing me to keep the damaged shoes without compensation and have restricted my account. That is their "new policy" for me. I guess reporting them to the Revdex.com gave them ammunition of some sort.