ComplaintsforHarvoc Group LLC

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sept. 9th 2022 I ordered a "Traditional Tufted Upholstered Loveseat in light-grey" through ****** Shopping. The third party vendor who sent the loveseat is the company H.V.G. Street Mall. The loveseat cost $715.89. The loveseat arrived in the wrong color (dark-grey). On September 14th I contacted H.V.G. with a return request. The light-grey color was not available at the time. I was told to keep the wrong colored seat for a reduced price, which was impossible, since dark-grey doesn't match my interior. The loveseat was then returned via ***** on Sept. 21, 2022 and arrived at the H.V.G on Sept. 28, 2022. Ever since then I am requesting a refund for this item. I was told that H.V.G. refunded the money on October 8th. On October 18th the company stopped responding to my messages and referring me to ***** Shopping. I contacted ****** shopping the same day. After writing with them for two days I was told the refund from H.V.G didn't go through and we have to take a different route. I was sent a ****** shopping specialist named *********** and he told me to follow a link to ******** and to sign up and get verified. I followed all steps to get registered and verified through ********. I was sent a credit card and contacted ****** shopping again. On December 15th I was told that "I was able to get your payment submitted today, so you should expect the refund through prepaid card option within 5–7 days days of the payment being approved." On Dec. 22nd I was told that the team reached out to ********. I sent another four emails between Dec. 22nd and now with no luck. I'm being ignored and I don't know who else to contact.

  Business response

  01/04/2023

  Dear valued customer ******,
  Thanks for your inquiry and we take customer’s complaint very seriously and find ways to amicably resolve them in a timely efficient manner.
  Your refund from our end was processed on October 8th, 2022. Refunds usually take 5-10 business days to process.
  About this refund, we did not receive any payout/disbursements from ****** from this sale because the order was immediately refunded and reconciled on ******’s end. (View Attached screenshot)
  Please view screenshots for detailed refund. We received zero disbursement/payout from this sale after your $715.85 was refunded on our end on ****** Shopping Marketplace.
  We do not receive payment/payouts from ****** marketplace until an average of 30 days after products has shipped and delivered with no issues including returns/refund.
  From your email correspondence with ******, it shows they took responsibility and directed you to their payment processor which is ********.
  We do not partner with ******** and ****** never contacted us regarding this refund not being processed/failed.
  ****** admitted responsibility for this issue in the first place because, they showed you the wrong product since they aggregate products from all merchants on their platform and show you the one with the lowest price, but in this case, was the wrong color.
  Not processing a refund/or resolving customer’s inquiry in a timely manner will go against their marketplace policy and we would be removed from there.
  We have not been contacted by ****** about this refund not fully processed/failed after we’ve submitted evidence of refund being processed from our end.

  
  Our recommendation in resolving this issue:
  Please contact your bank and dispute this charge if you’re still yet to receive your refund. Your bank will credit you your money pending investigation and full resolution.
  Your bank will trace the charge directly to the merchant/payment processor involved with the charge and this will automatically resolve this issue.
  If it’s traced back to us, it will be automatically debited from our account
  We are here to help and very sorry for the inconvenience this might have caused.
  We are here to help and looking forward to helping you resolve this.
  Regards,
  The Street Mall Team

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