Hi folks,
Can I ask your advice? I finally made my first purchase on Folksy and after 10 days my iitem hadn’t arrived (nor had the seller marked it as dispatched). I sent her a very polite message asking when I could expect my item, and she has just messaged me back saying it was posted and if I haven’t received it I need to take it up with Royal Mail. However, she hasn’t sent it tracked, so I’ve no way of tracing it. So basically her attitude seems to be ‘tough luck’.
This seems a bit unfair to me - I’ve purchased in good faith, but have nothing to show for my money… Do I have any rights if I make a purchase through Folksy? Is the seller obliged to refund or replace if the item is not received? I paid by paypal so do I get any protection from them?
On a personal note, this has really knocked my confidence in buying from Folksy - so any thoughts/comments gratefully received
As you’re a seller, I’m sure you know that if you haven’t received your goods, it is the seller’s responsibility to refund your purchase. If she has obtained proof of posting, she should be able to claim the cost back.
If you point out to her that these are the rules, perhaps she might come to her senses. If not, perhaps Folksy admin could help.
Hello! I’ve replied to your email to support@folksy.co.uk this morning. Let us know if we can help further
I had a similar experience and purchased form a Folksy seller and order never arrived, i emailed the seller but received no reples, Folksy team were very good and also emailed several times again with no replies. I felt very awkward taking it further with it being a fellow Folksy seller so rather than rock the boat I let it drop and lost out.I have since looked for the shop but it is no longer on here. As a buyer I felt awkward upsetting another seller, mine was a relatively small order, I even left a neutral review rather than negative just incase it was later resolved and their was a genuine reason for no acknowledgment, my problem I am too trusting but still believe 99% of people put their buyers first.
The seller should be able to provide tracking for the post, if so and it was posted then it would be a matter to take up with the postal service. The Folksy support team are very good at trying to resolve problems, I hope you get it sorted. I have to say though it hasn’t put me off buying from Folksy, I have bought a few items and all have been excellent, 1st class sellers so I hope it doesn’t deter you from buying again, most people would jump through hoops to help their buyers as it reflects on their business…good luck
Sorry i see you said the parcel was not tracked. you do have rights as a buyer and I’m sure Folksy admin will help and guide you through it
As sellers it is our responsibility to ensure that the purchase gets to the buyer so the seller should be either sending you a replacement or refunding and processing a claim through royal mail (Royal Mail only consider an item lost 10 days after it should have arrived so it might still be too early for them to process the claim but that is their issue not yours).
Paypal do have buyer/ seller protection so you can raise a case with them for item not received, it will start with you using their system to contact the seller to try and reach a resolution, if a resolution cannot be reached Paypal will escalate the case to get you your money back. You might find that the initial email from them saying that a case has been opened is enough to spur the seller into action.
I had a similar experience to Debby @Bearlescent last year. I made a purchase and it was not acknowledged and did not arrive. I emailed and got no reply. Luckily I was able to find him via Facebook and emailed him on his Etsy shop. He was vey apologetic and said he “never checked his Folksy shop”!
Fortunately, all my other purchases on Folksy have been good experiences. Such a pity that a few silly people let us down…
This really ruffles my feathers. I send all my work signed for now to protect myself and the buyer. I hope it gets resolved!
My seller marked the order as shipped, after 2 to 3 weeks I emailed to ask if they had sent it, it also said it had been delivered so I wanted proof of the delivery as it hadn’t reached me unfortunately I never got a reply, Folksy stepped in and they couldn’t get a reply either and put the shop on temporary closure but it made me feel awful as I was worried there was a legitimate reason etc etc and didnt want to fall out with another seller so in the end I told Folksy just to let it be as I would rather not cause problems, the shop is no longer on Folksy. I am the opposite I worry until I know the parcel has been received, send emails to say thank you when they make a purchase and do send everything other than small cards and tags by tracked and insured mail. Customer service is paramount and I know 99% of sellers are the same, it is a shame a small amount of people spoil it for others.m
The seller I bought from is still on here, so I hope he’s paying attention now! I really liked the earrings when I got them finally, but didn’t give him feedback because of the terrible customer service 
this was not on here, but last year I purchased something that didn’t arrive…no co-operation from the seller, so I took it up with paypal, who were brilliant and they refunded my money. Send a message to paypal !
In hindsight I really should have done that but being new to Folksy I was concerned I would upset the apple cart so to speak. I wouldn’t be so soft again lol 