I purchased an item on 23 May and haven’t received it. I have twice messaged the seller who has said they will send it but it hasnt arriived. I feel very let down more so as Folksy has asked me to review my purchase. This seller had recently asked for advice on getting sales - but I now think she should seriously review her customer communications andcustomer service. What should I do? I don’t want to be harsh, but having sold elsewhere for many years I know the importance of good communication with customers. Any advice?
Perhaps get in touch with the Folksy team for advice?
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That is a shame. Saying they will send it is not the same as saying it has been sent. Was it a custom item with a longer time frame perhaps? Either way, they should be keeping in contact with you and doing their very best to sort it out. Hopefully the Folksy team can help.
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I sympathise, communication with customers is so important, and as a fellow seller you see it from both sides. I agree with the above two comments, best contact Folsky team
Its 2 weeks since you purchased it but they might not have posted it straight away (was the item made to order with a longer lead time or are they only shipping on a couple of days of the week) and Royal Mail wouldn’t yet class it as lost in transit. I think you need to establish the date it was posted/ if it has been posted and they seem to have been evading that question. I’d ask them for evidence that they have posted it and tell them that if they can’t provide that (or a date when the item will be dispatched) then you will open an ‘item not received’ case with the payment processor. It seems heavy handed but the threat of a case is normally enough to get a satisfactory response.
Their customer service is certainly leaving a lot to be desired and maybe you can be the kick up the butt that they obviously need to run their shop better.
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I waited for the 7 days, as the shop note said items would be posted with 5 days. Note under the item I ordered said there was 7 in stock. The reply to my email said the item was curing and would be dispatched byJune 1. Sent another email on Friday asking if it had been sent and reply was it was ready but not posted but they would send tracking info as soon as it was sent. Well it still shows as awaiting dispatch. I read up about when to involve Folksy and they say if I get no reply from seller. Trouble is she is replying to my email. I honestly think she needs advice on how to treat customers. I note she sells else where and hope this is not a scam.
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I’d be inclined to go to the payment provider and open a case for ‘item not received’ that should give the seller a kick up the butt. And then once you’ve received it leave honest feedback about the item and the quality of customer service, they might not like to review (although I have a feeling they wouldn’t notice it) but this is the sort of customer service that buyers need to know about and sellers need to know is unacceptable.
(Do you do social media at all? A comment on facebook can often get a rapid response as it is visible to other buyers and they don’t want people being put off)
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I have emailed again and said if I don’t receive the item by Wed 9th I will take it to Folksy. I also asked for the promised tracking number. This person asked us for help regarding her shop. I liked the look of the candles and thought I’d boost her confidence by buying one. Of all the candlemakers on Folksy I made a bad call. 
thank you everyone for your help. When it comes to writing the feedback I will be honest. Thanks.
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Have you checked out the reviews on the other side Geraldine! You are not alone and makes me think this could be a scam.
The 3 reviews all say the same thing lack of communication and no refunds. Items never received.
Did you pay by PayPal? As you can start a not received issue and they should refund you direct.
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This is a limited company registered on companies house which is a bit odd with only 3 items in the shop. Registered address in Taunton.
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Well there’s always a first time to get caught! Yes I paid with PayPal. I have a horrible feeling I’m not going to get my candle. She has changed her prices and indicates there are plenty in stock. Do I report her to Folksy. I don’t want anyone else conned. Its only £7.90 thankfully I only bought one. I’ve never been conned before, so I’m probably lucky. But people like that are hugely offensive to the Folksy folk who provide a very good service.
I would report to Folksy but let them know you are starting a non delivered case with PayPal. Perhaps refer them to the other side shop reviews as well. You are entitled to your money back and tbh she needs to be banned on here.
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I have just done the PayPal case and also advised Folksy admin. You know the funny thing about all this is when I opened my shop a few weeks back I had problems accessing Talk Folksy and the Folksy tech people eventually sorted the problem. I love just browsing the topics to get a “feel” for the site and it was during my browsing I came accross the post from this seller asking for help. I had a look at her shop and decided I would buy a candle as they looked nice and hoped the purchase would raise her morale. I have bought on Folksy before I had my first shop and always found the sellers I used excellent. No room here for rogue traders!!! You all seem very savvy about searching out info about these scam sellers but I dont know how but thank you all for the help everyone gave me. It took me a while to say anything because I didn’t want to appear a whinger. But I am glad I did.
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Hope you get your money back. You are not whinging, you had a problem and a problem shared is a problem halved.
I am used to searches and finding information, my previous life. With the internet so easy now.
This sort of thing could put customers off buying and does not look good on the rest of us.
I had a similar, thankfully not-scam experience. I bought some wax melts during that weekend of the Pedddle market, and after Christmas realised they’d never been marked as sent and hadn’t arrived. Emails got nowhere so I found the seller’s social media and contacted them.
Them: we deleted our Folksy, so sorry!
Me: I found your handle on Folksy
Them: oh. It’s such a small sale, we missed it. Oh, wait, here’s the PayPal info proving you bought it.
Me: I know I bought it, I’ve been trying to tell you that
Them: Do you still want your order?
Me: yes
The order arrived with a printed Folksy order slip. 
I thought about leaving a bad review but couldn’t be bothered to spend any more time thinking about wax melts. The service was so bad I assumed it was a scam, but going by their social media channels, they were actually just more interested in selling on other platforms than Folksy.
Mine is still ongoing. As a response to both PayPal and Folksy contacting them I received an email saying they will send the item and refund my payment. I have been promised the item will be sent twice before so I will wait and see what the next few days bring. They say the bad feedback on the other site was an error! I replied that it was the sellers responsibility to contact the buyer if there was a problem or delay, but I had been the one to make contact. This seller is on all the selling outlets and has a website so I don’t think she is as naive as she makes out. If nothing materialises by Friday 3.5 weeks after I placed my order then I will just leave it to PayPal and Folksy to deal with it.
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Yeah I think you’ve been fair. It sounds like the seller is taking you for a ride, as they say. Good luck with getting it sorted.
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Final update on my sorry saga…received email saying my order has been cancelled and payment refunded (it has been refunded). Funny that, after Folksy and PayPal contacted them. I think I will look elsewhere for my Candles!
Thanks for all your help…and I still love Folksy 
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Pleased you got it sorted
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I’m glad that you got a refund, but sorry that you had such a frustrating experience. I thought your review was admirably restrained given the circumstances!
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