Complaint Review: ETSY - (CHRISTINE HEINEN)

Here is a copy of the report I sent to my credit card company. Hopefully they can help me out.

What did you purchase and why did you decide to return and cancel?

The item purchased was a “swim wig” for women with hair loss (in my case, permanent hair loss due to cancer treatment). The swim wig arrived and is not what is advertised. Due to its poor design, the “swim wig” is painful to wear out of the water, and if worn at a comfortable fit, easily detaches itself – thus is defective.

(Since my email exchanges with the seller, I have tried swimming with the wig twice, and each time it detached itself from my head in public, which was extremely humiliating).

This defective item is supposed to be custom made but it does not fit me properly because of the reasons listed above.

What date did you receive the service/merchandise?

04/25/2019

Did you cancel or return the merchandise?

I have contacted the seller to proceed with a return and we have engaged in dialogue over email but she refuses to acknowledge any flaws in her defective product or the fact that it isn’t custom made for me, as advertised. She refuses to accept a return.

Method of cancellation or return: Have attempted to return the merchandise but to no avail.

Did the merchant provide the cancellation or return policy when you made the purchase?

Yes.

If yes, what was the policy?

The seller will accept returns and exchanges if the item arrives damaged or defective.

Did the merchant accept the cancellation or return? No.

Name of the merchant/point of contact: Christine Heinen