I wanted to share a story
I wanted to share a story, and do so when not emotional, aka extremely pissed off.
I purchased some curtains online. I chose an Australian company. I wanted to support local, and whilst I could have purchased cheaper overseas, I felt having the protection of an Australian company would be best with this type of purchase.
I found a company called Home Curtains. I liaised with Isabella their Customer Service rep, after nearly 20 emails. I was satisfied. I placed my order.
I was after 2 panels, pinch pleat for a 200mm track. Their onsite measuring and communications from Isabella stated I required 2x200mm to account for the pleats.
So excited to receive my new curtains. Imagine my surprise and disappointment when they arrived drop shipped from Asia, this was never mentioned on their website or in the aforementioned communications. They had poor fitting lining, multiple cuts around the back of the pleats, pleats were 17cm wide instead of industry standard 12-13cm, AND they were too wide. Each panel measured 117cm not 100cm as agreed to, and ordered. Making the curtains 34cm too wide.
Now I’m good, not that good. I cannot magically produce additional wall space to accommodate the additional width. How great would that be if you could? Personally I’d like a larger bedroom.
I immediately contacted the company, who insisted I hang so that they could see photos. They immediately offered me $50 goodwill. I wanted to return and have them adjusted. This was not an option due to the drop shipping from Asia.
I made a few calls, and without seeing, to rectify locally it was going to be between $200-300. I told the company this, and said I was happy for them to fix, or take back for a complete refund. They were not interested in these options (drop shipping Asia). They increased their goodwill offer to $100. Still not enough for me to spend my time getting them fixed so they would fit.
I advised I would lodge a dispute with PayPal. PayPal rejected my claim, despite the above. I disputed. They rejected again. You can see their irrational reasoning in the attached screen shot. Please beware. If you order shoes size 7 and they arrive size 8 and are a different colour. According to PayPal, that is only marginally different. Too bad they are useless and you cannot wear them.
I then went back to the Home Curtain site and checked every page, no mention of Asian drop shipping anywhere, and all reviews were 5 star, also the main reason I went with this company. These reviews are picked up by other platforms, so for all intent, they were a good reputable company.
Well this is where it gets interesting. I received a communication from Home Curtain, clearly automated to give them a review. I did, not a good one. It never appeared on their site.
The platform for reviews that they use is a company called Judge Me. I contacted them and was advised that they have no control over how a company moderates their reviews. It was clear that Home Curtains moderate and delete all reviews that are not 5 star.
So not only does Home Curtains not honour their personal communications around size, on their website. They also delete any review that is not 5 star, and do not advertise they drop ship from Asia. Personally I call this false advertising and unethical.
What surprised me the most was that PayPal finds this behaviour completely acceptable. You don’t get what you ordered, it is damaged, unusable and it’s ok, as it is only marginally different. What bollocks.
Anyway this is a cautionary tale so you too, do not find yourself out of pocket by a substantial sum of money.
Companies like Judge Me shouldn’t exist if they allow complete moderation by the shop, as they are contributing to false advertising and allow a false sense of security by consumers.
All up a very distasteful experience.
PayPal, as an international organisation you need to do better and not support this unethical behaviour.
