Recently I fell in love with the Color Club Color Wild at Heart and decided to purchase it through Linda’s Variety Store on Ecrater. A nightmare ensued. When I received my polish, it was broken. It had been packaged in a flimsy, thin bubble wrap envelope, about 1/2 the thickness of what I normally use to mail out packages.
I immediately contacted the seller and sent her the above picture of the broken polish. She told me to ship it back to her. I contacted USPS and UPS, both of which told me that shipping a broken nail polish bottle is hazardous and against the law. I told her this, and she still told me to ship it back. So I filed a claim with PayPal.
PayPal found in my favor but wanted me to ship the bottle to her. So I called PayPal on the phone and patiently explained that it is illegal to ship a broken nail polish bottle through the mail, according to USPS and UPS. PayPal apologized profusely for this issue and refunded me the money. They canceled the claim against Linda’s Variety Store, but said that the black mark against the store would remain.
This is a situation where Linda’s Variety Store should have known the laws with asking me to mail back a broken bottle of polish. It is illegal to mail a broken nail polish bottle. It’s considered hazardous. She should have packaged the nail polish better, because you can see how flimsy the packaging was in the image above.
As a business owner, she should have wanted to make this situation right. I would have been happy with a refund or if she had re-sent the polish (better packaged this time), as I still want the polish. She did neither. As such, be careful if you purchase from her, lest you run into the same situation that I just did.
As far as PayPal is concerned, I’m disappointed that whoever read my case information didn’t actually read the details closely enough to see things like ‘illegal to ship hazardous material’, to look at the link I provided to the USPS website, or to look at the image of broken nail polish that I provided.
However, PayPal did make things right by immediately refunding me the money and apologizing for having not read my case information closely enough.
My lesson? Be very careful when purchasing through ecrater. Thank God I paid with PayPal, because a single phone call made the situation right and I got my money back.
Product purchased by me. All opinions are my own.
Tags: Bad Customer Service
Thats a bummer.. Also, why the heck would she want it back anyway?! You proved with the photo that is was broken, I don’t know why she wanted to hassle you so much. Bad business!!
I think it may be because some people try to scam sellers using other people’s broken bottle images? That is all I can think of. But if they asked for anything, I would assume it would be the bottle cap or something else, not the broken glass. But you would be *surprised* at how many people ask for the broken bottles back!!! It is ludicrous!
In the past, i’ve always been asked to provide a picture of the broken product and that was sufficient, so that’s what I did. I called both UPS and USPS because I KNEW it was illegal to mail broken nail polish but I wanted to do my due diligence and see what they said. Linda just didn’t care. Thankfully, once I got PayPal on the phone they listened.
No idea. I’m just shocked at what she mailed the nail polish in. It had a paper envelope around the bubble wrap one you see in the picture, but it was not enough padding.
I’ve started using PayPal more and more. I haven’t had any real problems so far, but it seems like a good idea to prepare for the worst…
PayPal is usually good in that if you call them and talk to a real person, they’ll help you solve a problem. Their automated system and their email customer service has really declined as it seems that people don’t bother to read the messages. It’s kind of ridiculous that I emailed them pictures of the broken bottle, I emailed them links and direct quotes from USPS’s website and told them it was illegal to mail the broken nail polish bottle back to the seller but PayPal didn’t ‘catch that’ because they didn’t read the message I sent very closely.
I use Paypal whenever I can. I have to say Bank of America is great for this stuff too. I had an issue with Mbeautylounge not shipping everything, not responding to emails, and not refunding any money. I called BoA and they gave me what was owed and went after the company.
Not only is it illegal to mail a *broken* polish bottle, it’s actually illegal to ship ANY nail polish through anything but ground shipping. It’s considered ORM-D: “Other Regulated Materials for Domestic transport only”.
They are, as you said, considered hazardous, but it’s not the broken-ness that makes it so; it’s the fact that they are flammable/combustible. Anything aerosol, including hairspray, or alcohol based (like perfumes) fit into this category and legally can only be shipped via ground shipping.
Obviously, lots of people do ship ORM-D products through the regular mail, against regulations, but it’s helpful to know the rules if anyone has issues with this type of thing in the future
That is true. I can get nail polish from European websites or from Ebay to send it to Spain, but USA websites won’t send it to me precisely on the grounds of being illegal. The moment you enter your country during checkout, the’ll stop the order unless you remove the nail polish. I don’t know if it makes much sense, but I guess safety is important.
Thanks for the heads up.
Power to you! Thanks for the heads up! I can’t believe some people…..crazy.
That’s messed up!! Wild at Heart is such a gorgeous polish, I just bought it very recently on eBay from the Seller: beautyzone2007 (87937) and I had a great experience. I paid $3 plus $3 shipping, it arrived fast and in perfect shape, snugly wrapped. Just FYI in case you’re still trying to find a good place to buy it from.
A photo is more than sufficient if all she wanted was evidence. Why on earth would she insist that you ship the nail polish remains back to her?! Whenever I ship nail polish (or anything that might fall apart when dropped), I’d always wrap the items individually with bubble wrap, before putting everything in a bubble wrap envelope. It may cost slightly more, but it’s only common courtesy really. That’s how I’d want to receive my stuff… thoughtfully packed.
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Unbelievable story. Glad that you got your money back!!! Thanks for letting everyone know!