Shopee review: Refund

Dear sir/madam,

I hope my email finds you well, I am writing your good office since I am on a dead end now.

I requested for refund to Savvy shop via Shopee for these Avene products for the following reasons:

1.) All the products I received from the seller are unsealed, including the tube ones without the silver covering. You can easily smell them, and since they were not sealed, this expensive item is already considered compromised and unhygienic Legitimate Avene products are sealed, making this situation highly questionable.

2.)I received the items with minimal bubble wrap on the tops of the two bottles, but there are no plastic coverings for seals, making it easy to smell them. Please see photo attached sent. the seller convo part 1

3. I checked the batch codes, lot number, and all the numbers on the box to verify their legitimacy, and all the numbers were invalid. I’ve been a Platinum buyer for a couple of years, and this is the first time I’ve encountered an invalid code. All skincare products I bought from Shopee usually have valid codes when checked on the freshness website.

4.) The seller claimed that these products are authentic and made in France, as indicated on the bottles and boxes. However, upon comparing the seller’s product with an authentic one made in France, I noticed differences. The descriptions on the seller’s products are a mix of Italian and Spanish, which seems unusual. Authentic Avene products made in France typically use the Italian language only.

5,) I informed the seller about these issues, and she mentioned she’s not sure why. I also pointed out the noticeable difference in smell and consistency compared to authentic ones. (This also shows in our convo, I also attached the screenshots). As a mom, considering my kids with dermatitis will use these products, I don’t want to compromise. Given the questionable nature of the items, I promptly returned them to the seller, and she received them last 12/2.

6.) I’ve waited and requested follow-ups since 12/3. I’ve emailed and sent videos along with descriptions and explanations to Shopee prior to 12/2 and after. However, on 12/7, Shopee assigned team that sided with the seller, closed the case prematurely and released my payment to the seller, totaling 4,457.

7.)I submitted an appeal and even contacted Shopee customer service, who advised me to wait for an email stating that the case would be reopened for review. However, that’s not what transpired. The support team emailed me, stating that the case had already been closed, and they couldn’t reopen it. I was instructed to communicate directly with the seller since it’s beyond Shopee’s guarantee period. Now, here are my concerns: Firstly, they closed the case after the seller received the returned items, essentially leaving me out of 4,457, as I paid for something I didn’t receive. Secondly, despite being the one to raise the issue, they sided with the seller, claiming the correct item was sent – contrary to my complaint about compromised, unsealed, and questionable products. To add to the frustration, the seller has blocked me and accused me of being stubborn and disrespectful, as seen in our conversations. I fail to see how I am disrespectful when all I did was explain and dispute the compromised products. The seller claimed that she already resent back the items to me and the courier claimed that I got them today but I did not. It feels like I’ve been robbed for 4,457 pesos.

I kindly request your good office to reinvestigate and facilitate the refund of my money. Currently, I feel left in limbo, and Shopee has closed the door on me. They just keep on sending me same automated email stating since the case has been closed they can’t do anything about this anymore. We are just going in circles here. I apologize for the length of this email; the situation is causing considerable stress as a mother of three and the sole provider. This is not conducive to my mental health. I hope you understand my situation. Could you please assist in resolving this matter and refunding my 4,457 pesos? I appreciate your help and hope for a diligent and fair investigation. Shopee claimed that the seller sent the correct products that’s why they closed it. My dispute is for the legitimacy of the product itself.

Am I don’t have the right to return items if it’s questionable and compromised?

Thank you! Have a great day!

Sherylyn Tabingo