ComplaintsforOddity Crystals

• Initial Complaint

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order through Oddity crystals on 12/23/2022, via Etsy. I paid $71.83, Sales tax $7.02 and paid shipping that was $8.85. This was the only option available. This equaled $87.70. On 12/23 the shipping label was created, ***** stated this was made through a 3rd party (Tracking# **********************). **** was in possesion of the package on 12/23. On 12/25, a facility in *********, **, scanned the package and that is where it has been ever since. I reached out to Oddity Crystals 01/17/2023 and told her that I had not recieved my package yet. She in turn gave me the instructions to report to ***** of a lost package. I did so that day. ID #********. I waited for a response from **** and spoke to them about 3 days later. **** stated that the seller had not put insurance on the package so they are not liable for it. So I reached out to Oddity Crystals again on 01/22/23, and stated what **** had told me. Oddity Crystals in turn told me she can not replace my items, because they are sold out, and MY choice of parcel select. She stated that she cannot refund me because that would be double the money, she is closing her shop on Etsy and she has had no sales lately so she has no money in her bank account. She did offer me 35% off on the next order. Which I think not. I emailed her today, stating that it truly is not fair that I am out almost 100 dollars because I was not given the option to insure my package. I have not heard from her and her site has been taken down.

  Business response

  01/31/2023

  Here is my formal response to the complaint filed with the *** ********.

   

  Customer complained of missing mail, I instructed this customer step by step on how to move forward and file a missing mail search request with their local **** postal office. Once this step is completed the postal service takes up to 7 days to search for and find the customers mail. After 7 days their local **** contacted them and let them know their mail was officially a lost package, and they should contact me for replacement. However, such items she purchased can not be replaced and I am not liable for uninsured packages because insured shipping options are available to prevent this issue. 

   

  At this point the customer contacts me and expects a full refund. However, I am not at fault and I am not liable because the customer chose the cheapest shipping option (which is also the uninsured option) when they made their purchase. At checkout, every customer has the option to choose insured or uninsured shipping. Had this customer chosen insured shipping (which is recommended), they would have been able to file a claim with **** and **** would have been able to provide them a refund of their money for their lost package. This was not the case and the customer expected me to refund them out of my own pocket even though it was their decision not to insure their package.

   

  I did my part, I fulfilled their order according to their choices and shipping selection. Once I drop off packages for shipping with the post office, unfortunately it is completely out of my hands and I do not have any part in the delivery process which is why selecting insured shipping is recommended; This was even acknowledged by said customer during our conversation for resolution. 

   

  I apologized to said customer and politely let them know that I could not refund them out of my pocket and let them know that because they chose uninsured shipping they were liable for their loss. I only fulfilled their order to their exact specifications and choice in uninsured shipping. I let them know had they chosen the recommended insured shipping they would have been able to file a claim with the post office for losing their package and received a refund via the post office. I then offered them a very hefty discount of  35% off for any future purchases and recommended once again they use insured shipping. This was not accepted by the customer and they let me know they would "go up the line" to get this resolved.

   

  To which I responded letting them know I had no problem with that, in fact Etsy themselves may even be able to refund them. Well, instead here we are with the BBB, for a complaint that is unfortunately not my fault and out of my hands. Moving forward there has been an "FAQ" section added to the website for customers ease of access to review frequently asked questions including questions about shipping. There they will find the answers and recommendations for any shipping related questions including the benefits of insured shipping and the consequences of uninsured lost packages.

   

  Moving forward, I have done everything I can to help this customer.  I advised them step by step on how to file a missing mail search form, I informed them of their loss due to their selection of shipping, I offered a very high discount of 35% for future orders, and I let them know they may be able to go up the line to Etsy customer service and that Etsy may be able to provide them with a full refund. Furthermore, there is nothing else I can do to help this customer as I have exhausted all options to help them with only negative response in return and refusal to accept a hefty future discount.

   

  Thank You, 

  *************************

  Oddity Crystals

  ******************** Rig

  *********, ** 30189

  ********************************

  Customer response

  02/01/2023

   
  Complaint: 18892052
  
  I am rejecting this response because:

  I would like to see proof from the Etsy site that insured shipping was available. I understand that this is the post offices fault, but the post office instructed me to ask for a refund or replacement from Oddity Crystals. I am doing as I was told by the post office. 
  
  Sincerely,

  
  
  *************************

  Business response

  02/22/2023

  Below you will find attached documents/photos showing the shipping options provided within my store front. You will see all the shipping options I offer as well as a reference to what choosing shipping looks like at checkout. At the mock checkout you can see the option for uninsured shipping (Parcel Select Ground) and insured shipping (Priority Shipping). 

   

  As we have already gone over this conversation privately, I'd like to note this was already mentioned and explained to the customer. Just because the post office told the customer I should replace or refund does not mean that is what I have to do. I am following my own store policies and I am not responsible for what the post office instructed them to do. Nor am I responsible to do what they claim to the customer I should do. My policies are set for a reason and there is a reason insured shipping is made available to all customers and recommended. The option for insured shipping was readily available for the customer and they chose to forgo, leaving them liable.  Customer has stated in their previous response that they know the post office is at fault here, not me.

   

  I will also attach a picture showing this customer selected uninsured "Parcel Select Ground" shipping and you can note in this picture where it says "Selected by Buyer".

   

  It is clear the customer is not understanding that the post office does not know my shop policies. Hence why they informed her I should be contacted for a refund or replacement. I am sorry but that is not how this works. Again, the customer had the option for insured priority shipping which would have protected her purchase.

   

  Thank you,

  *************************

  Oddity Crystals

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