ComplaintsforMandala Trading

• Initial Complaint

  09/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered $238 worth of elastic from mandala crafts around May 2021 online. I do not remember how long after I placed that order online when I contacted the company by phone and spoke to ******. I told her I wanted to cancel my order because I wouldn’t be home. She said the order already shipped and she told me the package had to have a signature by me. Since I wouldn’t be home to sign for that package the package would be automatically rejected. I don’t remember how much time exactly passed when I contacted her back by both phone and email. That’s when I found out by ****** the package was delivered and it was signed for by AF. I didn’t sign for that package. Nor do I sign for my packages by my initials. I went back and forth with ****** by phone and email. I contacted the **** I was given two case numbers-about that missing package. I was told by eden at my local **** when she took my contact information her supervisor would call me they never did. I contacted **** multiple times

  Business response

  09/26/2021

  This customer contacted us on the day the package was to be delivered and asked us to recall the package from USPS and that they no longer wanted the items. Then the package was delivered later that day. They then told us that they did not receive the package and we asked them to contact the USPS. The customer lives in an apartment complex and front offices often sign for packages from tenants. The customer then filed a complaint with their credit card company. Shopify notified us of that chargeback and sent us an email. I have attached the contents of that email here. In the chargeback complaint the customer said that the product was unacceptable. This indicates receipt of the product. After we presented our case the credit card company decided to not pursue the chargeback, and so now the customer has resorted to this method. It seemed suspicious that the customer wanted to recall the package prior to delivery. Also this customer has claimed no receipt on a smaller order in the past and we just reshipped the order. Our company has operated for many years and do $10 million a year on Amazon. We do not take advantage of customers but also do not want to be taken advantage of.

  Thank you,

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

  Mandala Crafts

  
  MandalaCraftsInc (Shopify) <******@*******.com> Tue, Jun 29, 11:15 PM
  
  
  to me
  
  
  
  
  
  
  
  
  A customer opened a chargeback for order #******
  The customer told their bank that the product they received was defective or damaged.
  The bank has returned $238.98 to the customer and charged you a $15.00 fee for this chargeback.
  Chargebacks are frustrating experiences. We will do everything we can to help you get your money back,
  We have collected evidence that will be automatically sent to the customer's bank on August 7, 2021 at 6:00 pm. You can submit any evidence up until that date.
  Submit response
  There are 3 ways to resolve a chargeback:
  Add additional evidence that might help your case and review what we collected for you before it’s submitted to the customer’s bank
  Contact the customer to resolve the issue with them directly.
  If you agree that this chargeback is justified, accept the chargeback and fees
  Chargeback summary for order #*****
  Customer
  ****** *******
  Reason
  product unacceptable
  Chargeback amount
  $238.98 USD
  Chargeback fee
  $15.00 USD
  Total
  $253.98 USD
  Find out about chargebacks at the Shopify Help Center.
  
  © Shopify | *** ******** ******* ****** ****** ******* *** *** ***
  
  
  
  
  ReplyForward

   

  Customer response

  09/27/2021

  Complaint: ********

  
  

  I contacted the company BEFORE. This order was supposed to be delivered either day or days before or the day of. It’s funny how ****** states by me wanting to cancel that delivery is suspicious when she never stated her concerns to me any of the times we spoke over the phone or email. My credit union refused to pursue this matter further because I don’t business before with mandala crafts and because of the statement ******* made in their response to my credit union. And again ******* didn’t include none of the emails I’m talking about the entirely of emails and other forms of communication to my credit union or bbb. I didn’t sign for that package. I was told by ****** because it showed my initials as the signature they would not give me my money back. I provided proof to ******* crafts of the document **** gave me wylvia or no one else has responded about that. I received two spools of elastic in an poly bag envelope. That envelope was torn open partially and the elastic was wet inside. Had ****** contacted me back we could’ve spoken about that I could’ve sent pictures at that time. As I stated before other companies where I had to cancel delivery were able to contact the delivery company to stop delivery. ****** promised to me this order had to be signed for by me. So if that’s the case why was this order signed for by someone else ? How can ****** accuse me of taking advantage of ******* crafts when I tried to stop this delivery before it was supposed to be delivered? I didn’t lie. I didn’t take advantage of ******* crafts. I got the two spools in the poly bag. It was an Amazon poly bag that was not made from paper. ****** had me go on that run around when she already had her mind made up about me with this and what she thinks about me. She could’ve been told me all of this when I tried to handle this with her before I involved the credit union or bbb. I don’t have ******* crafts items. ****** is not showing everything I shown and said and provided. It’s making it look like I’m at fault and I am not
  
  I am rejecting this response because:
  
  Regards,
  
  ****** ******* 

  Customer response

  11/09/2021

  Complaint: ********
  
  I am rejecting this response because:

  I heard back from usps

  This is the email I sent ****** today

  ******

  I received correspondence from usps. When I contacted usps by phone they sent me instructions on what to send them back for my missing package claim . I did that. I probably sent 300 pages or more in documents. As proof

  I know you think I’m a liar about that first order and this order

  What I don’t understand is why didn’t ******* pay the insurance on that package to cover the entirety of the order cost and charge me the difference for the insurance 

  I want you to see their response in attachments below

  You ghosted me after several times me and you spoken. I didn’t know what else to do to communicate with ******* on this second package. I sent you proof myself that I didn’t sign for that package which I did not. The same pages you sent my credit union on that charge back I did include all of that to the usps.

  They did write me a check for $100.00. I’m still short $138.00. USPS is not stupid. If they thought I lied they wouldn’t have paid $100.00 several months after the order was placed. My number remains the same

  I should be able to get that $138 from ******* considering the usps knows I’m truthful in this correct?

  
  
  Regards,
  
  ****** ******* 

  Customer response

  11/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Refund received 
  
  Regards,
  ****** *******

  Business response

  11/11/2021

  Refunded

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩