PayPal screwed me over and ignored my Claim against SkinStore. So I am left high and dry. SkinStore never intended to reship my order. They just played the game until my dispute and claim expired. Do NOT buy from this company! If you make the mistake of ignoring that advice and your shipment goes missing, do NOT fill out the bogus legal document they will demand of you. Decline that form, document your attempt at resolving the issue, and then directly with your credit card bank. You did pay with a credit card, right? Because PayPal offers zero protection for lost or stolen shipments. Zero.
I have reported SkinStore to the FTC.
“Watch out, these folks are game players! I have now escalated dispute to a claim.”
(Correction: I cannot access the bottom of this update post to insert this addendum, but note that FCC should be FTC. The address for filing consumer complains is FTC.GOV. Note, too, that Skinstore was, in their correspondence, trying to get me to close my dispute on PayPal, which would leave me with no leverage against the company. It's a chess game move: we will do nothing to help you until you close the dispute, and when you do that you will have no way to force us to h3lp you. Checkmate.)
This is so ridiculous it's almost funny. After Fed Ex determined that my shipment was lost, Skinstore continued to say they needed to do an "investigation" and "look into this further." Red flags everywhere! This is clearly a game for them.
I had filed a dispute earlier with PayPal, just to protect my rights, but all that means is that the merchant is put on notice and the charge is flagged. It's not a formal claim until the matter is escalated by the customer, and the customer can not escalate the dispute unless the merchant is unwilling to settle it without PayPal's intervention. I repeat: a dispute is not a claim until it is escalated. PayPal does not even review correspondence between a merchant and a customer unless the dispute is escalated. So, after being repeatedly put off by Skinstore in my off-PayPal exchanges (through email and Chat), I contacted them on PayPal, voicing my concerns. This is an excerpt from their reply:
"We are so sorry about this! Unfortunately since we have received a PayPal claim we are unable to do anything regarding this order. Once the PayPal claim is cleared we will be able to provide a solution."
That is a bald faced lie! Nothing but another delaying tactic. I had not escalated the case at that point, so there was no "claim." Merchants cannot correspond with customers, on PayPal, after a dispute has been escalated. PayPal encourages merchants to work out disputes before that point. There is never any restriction on resolutions.
Needless to say, I have now escalated my PayPal dispute. I will be filing a consumer complaint with the FCC as well.
“Customer service is a circus”
• Previous review
Latest in the missing shipment saga: my Fed Ex delivery guy phoned me and was wondering what the heck was up because Skinstore/The Hut Group customer service reported to Fed Ex that THREE shipped packages were missing rather than the one, single, small, shipped package that has vanished. No wonder the guy was confused. Sheesh.
“Website form out of date”
• Previous review
I did an online Chat with "Chelsea" at Skinstore customer service. She told me that the Nonreceipt form on their website is out of date, so she sent me another to fill out and submit. It has almost the same (concerning) wording, which makes me think that it is just an internally created, nonlegit contract. I wonder whether I should have even signed it. When I asked how long it would be before they send my replacement shipment, she said that an "investigation" takes 7-10 days. This is their loss, not mine, especially since they sent the package with no request for signature. Surely they have insured the contents of the lost package? Unfortunately, I paid for this with PayPal, which offers less protection than my credit card bank does. Lesson learned. Fingers crossed I get my shipment eventually.
“Very concerning business practices”
• Previous review
My $600-plus shipment from Skinstore has gone missing (Fed Ex online tracking shows it as delivered, two days past the five-day delivery window), so I have submitted a "missing item" notice to Skinstore customer service. They require customers to upload a signed "Nonreceipt of Goods Disclaimer Form, " which they generate. The wording in that form includes the following statements:
"I agree to cooperate with the carrier's security and/or the police in the event of any investigation into the missing items.
It is our policy to replace any item that is lost in post (sic) and a replacement item will be sent out in due course."
That tells me, first, that I am going to be the one dealing with the Fed Ex claim, even though they are the shipper and I never took possession of the missing goods. Second, it tells me that they are going to take their own sweet time replacing my merchandise. I will update here when I find out how this is going to go, but after reading lots of reviews telling similar stories I am not hopeful for a good outcome.