Order never received, seller not responding

[WooDe573]

I made this purchase on Feb 11, 2024 on Yeezy.com around $75 worth of good after shippingIt has now been almost 6 months since placing that order.

The order tracking listed for the order  only shows a label was created 4/22 and USPS is awaiting items and has never updated since.

I have over 20-30 pages of email threads between myself and sply@yeezy.com saying they would contact the delivery dep and get back to me, however that was early July! 

Earlier last week the Yeezy website Yeezy.com updated saying "All Orders Fuffiled" before it was updated to the new Kanye album promotion.

Since 2 weeks now I have emailed sply@yeezy.com multiple times asking for a refund, however they are not responding ever since I asked for a refund.

Now SHOPIFY needs to step in, since the merchant is not replying to emails, nor has the merchant shipped my order in 6 months, nor is replying when I emailed asking for a refund. 

This is not like some small random Shopify shop, this is KANYE WEST website he used to sell his merchandise, and this is not okay. Waiting over 6 months for my order to ship, order never comes, tracking never updated from USPS still awaiting items since APRIL 2024 and now its AUG 2024 and their customer service / support email is not replying since I asked for a refund. This is complete fraud!

STORE: https://yeezy.com/ 

SUPPORT EMAIL LISTED / EMAIL THAT ORDER CONFIRMATION CAME FROM: sply@yeezy.com

HOW DO I GET MY REFUND?!?!? 

[dylanpierce]

Hi @WooDe573 

First of all, sorry to hear that you haven't received the product you spent your hard earned dollars for. But the good news is it sounds like you have a strong case for winning a chargeback with the bank that issued your credit card.

The process of disputing a transaction is called a chargeback. A chargeback is when the customer claims with their credit card's bank that the transaction was fraudulent, or the good was never received. 

However, please note there's a window of time where you can issue a chargeback - typically 30 to 60 days from purchase, depending on the bank that issued your credit card. So you'll need to act sooner than later when filing a chargeback.

Please contact your bank to learn how to file a chargeback, and provide as much evidence to them as you can for your dispute for the highest chance of winning the chargeback and having your money returned in full.

Remember, Shopify is a marketplace. They perform some KYC (Know Your Customer) processes on merchants when they sign up, however there are occasions where merchants don't act in good faith. They rely on customers like you to report bad acting merchants here: https://www.shopify.com/legal/tools/report-an-issue/report-a-merchant

I hope this helps,

[WooDe573]

I wish I could dispute! I think you can only dispute within a given timeframe, that timeframe is usually 30-60 days like you said, and in this case, iv been getting the run around since Feb 11th till now in Aug 08. Plus I purchased using my CA$h-App card, andCA$h-App even for debit card purchases is terrible with disputes and never disputes and always says contact the Merchant, which I have been doing. 

The last communication I got from Yeezy Support was on JULY 10th 2024 was saying.

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" We regret to inform you that your order appears to be stuck in transit. To resolve this issue, we will inform our shipping team immediately. While the shipping team investigate the status of your order, we kindly ask for your patience and understanding. Rest assured, we will keep you updated every step of the way and ensure that your order is delivered to you as soon as possible.

Thank you for your understanding.

YEEZY CUSTOMER SERVICE

YEEZY.COM"

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However it is NOT stuck in transit, the USPS lable attached to the order, shows Lable created, USPS awaiting items. SINCE APRIL! SO they have not shippped anything and nothing is in transit.  

I have emailed multiple times asking for a refund and ever since Iv been asking for a refund and telling them the tracking number shows they have not shipped anything just created a shipping lable, they have not responded.  They are using Shopify for this, and Shopify needs to take action against this as this is defrauding customers.  

I will report them thanks for the report merchant Link! 

[Skye]

Hi, @WooDe573 

Thanks for posting, that's definitely frustrating.

That being said, Shopify is not a marketplace like Amazon or eBay, we are a software. This means we aren't involved with the businesses that use our software, and don't have any access to their business operations. As such, we aren't able to force a business to do anything.

That being said, we do take these situations seriously. As such, you will need to report the merchant via this form, and dispute the charge with your bank. Both of these actions create an internal alert which our team investigates.