What to do when order arrives incomplete and damaged, and seller won't respond?

Shopify Discussion
1

So I placed an order, paid for it and then got ghosted for 2 months finally got a tracking number package was going to wrong address

Package was classified as something that couldn’t be held stopped or intercepted

Finally had to pay to even hold the Package

Finally received the package only to have it be 5 pieces when I ordered 10 and the 5 pieces I received were swim trucks that obviously weren’t the ones that were needed urgently for work. And they have stains and holes on and in them. And all this for only 30 bucks of my hard earned money. I have been asking for a refund for over a month and haven’t even received one single response from the seller and no help from shop itself only they tell me I need to contact my bank. My bank has not to do with anything. Shop has vendors scamming people out of their money only to brag about their awesome 24 7 customer support of which they have zero support only to lie and place blame on someone with nothing to do with my order as to place their responsibility onto someone else. This is garbage and BS bad business. Anyone else dealing with this? Well I’m sure its just a matter of time. Any suggestions on how to fix any of this?

2

Hi there, @Texoutlaw .

I am sorry to hear you’ve had this experience, it is so disappointing.

Shopify is an ecommerce software some merchants use to build stores for their own businesses. We don’t handle the shipping or orders for these independent businesses here at Shopify ourselves. I do understand however, that this is disappointing for you. As such your best bet would be to reach out to the store you ordered from for an update. Try replying to any confirmation they would have sent to you, or try checking on the store page for any contact info you can use to reach out to them about your order.

If at least 30 days have passed and you have neither received the item, nor had a reply from the merchant, then I would advise reaching out to your bank for their advice on next steps to take. I know you mentioned your bank has nothing to do with it in your question, but they can help you to recover funds. If you feel concerned this store may present a threat of fraud, you can use our “Report a merchant” function here. Thank you.