ComplaintsforStarboard Press LLC

• Initial Complaint

  03/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered an address stamp For 44$ through this company. They sent the product to the wrong address. I have tried to resolve with them directly and are not willing to work with me and then threatened me. All I want is either a refund or the stamp o ordered sent to the correct address. Thank you.

  Business response

  04/20/2022

  Business Response /* (1000, 15, 2022/04/01) */ Customer placed order on 11/30/21 with the following shipping address shown on the attached receipt - ***** *****, **** E ************ ***** Dr, ****, DENVER, CO 80246. Order shipped on 12/2/21 to ***** ***** **** E ************ ***** Dr, ****, DENVER, CO 80246, the same exact address, with USPS tracking number ******************************. Tracking shows the item as delivered. On 12/8/21, after the item was shipped and delivered, customer wrote to stating she had not properly updated her own address during purchase and had requested it be shipped to her "old address." Screenshots of the messages are attached here. Again, customer acknowledged she had moved and had had it shipped to her "old address" in messages, not that we had mis-shipped it (because, as shown, we didn't mis-ship it or ship it to the "wrong" address other than the one specified on the order). Either she didn't update her address on Etsy after moving, or had an old address saved on the Etsy account and did not update it prior to shipment, during checkout or afterwards in a message to us. She did not contact us prior to shipping. We were only contacted after the order had been shipped and delivered as shown in the attached documentation, where the buyer even acknowledges their mail forwarding had expired, etc. We kindly advised the customer we could not retrieve the package for them, but that if it was returned to us we would be happy to let them know and they could elect to have it re-shipped. However, this package was never returned to us, and the tracking still states delivered. It was never returned to sender. We are not responsible for a customer not updating their ship-to address properly during ordering, and cannot replace those orders for free or refund them. We ask customers explicitly on our listing for the item to check their shipping address during checkout (see attached documentation). When the customer reached out to us on the 8th they stated they would be re-ordering with the a different address. The statement in the customer's complaint here written as "They sent the product to the wrong address" is not a true statement. We sent the order to the correct address we were provided, as we are required to do on the Etsy marketplace. Proof of shipping to the correct address is also attached here. Etsy requires us as sellers to ship the order to the exact address the customer provides on the receipt, which we did, unless we are notified otherwise in writing prior to the time of shipment. If the customer does not update their address to be current during their purchase, and doesn't notice or notify the shop until after the order has already shipped out and been delivered, that is not the fault of the shop. That is the responsibility of the customer. If the customer directs their merchandise to be shipped to an outdated address and it is delivered there and not returned to the business, the business has no recourse with USPS or any other shipper to claim that item and replace it. It is the responsibility of the customer to provide a correct and accurate shipping address so their order can be received correctly. This purchase took place on Etsy, and the customer apparently tried to contact Etsy to get a refund on this item even though it was the buyer's own error with their own address. Etsy denied their refund because we as shop owners did not violate any policies or terms, and we upheld our responsibilities as sellers on their platform by shipping the item correctly and on time to the address that was specified. Etsy did not provide a courtesy refund either out of their own pocket because there was nothing to refund for, as the purchase did not violate any TOS. Etsy's House Rules for Buyers (https://www.etsy.com/legal/buyers/) states that the customer is themselves responsible for "providing accurate shipping information to the seller." for purchases. The merchandise was shipped and delivered correctly as promised.

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