SPOKANE, WASHINGTON -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
I purchased a pair of ruby earrings from a company on Ebay called Marsh-Net in mid February of this year. After receiving them I had them appraised at a trusted, well respected jewelry store, by a GIA Graduate gemologist who concurred with my opinion the earrings had been misrepresented as to their replacement value and grade.
I sent several emails stating I was unhappy with the earrings, and intended to return them for a refund.I received NO replies from the company's customer service despite numerous emails. I called and was given verbal authorization to return the earrings for a refund, asking them to please notify me of the earrings safe return and when I might expect a refund.
After two and a half weeks of waiting and no word from the company, I called to see if the earrings had arrived safely. I was informed they had arrived two and a half weeks earlier and my refund was 'in process'.
The customer service rep could give me NO idea of when I might expect my refund.
I sent an email informing the company if I didn't hear from someone within twenty four hours of the status of my refund, and when it could be expected I intended to leave negative feedback on their performance rating with Ebay. Still no response was received so I left negative feedback.
Within twenty four hours I was being threatened with an out of state legal action, liens against my property, and fines in excess of 1500.00!
I tried negotiating this dispute with the Vice President of the company 'Gordon' who sent numerous insulting, intimidating, and threatening emails in an attempt to convince me to retract my HONEST negative feedback.
I paid for a mediation service called Square Trade in an attempt to settle this dispute in a timely and amicable manner. Gordon was allowed to change his mind three times about whether I would receive my PROMISED refund. After arriving at an agreement I would accept my refund minus 15 percent restocking fee, he withdrew his offer,
refused further negotiations,and closed my case with Square Trade without resolution.
This company has the earrings I returned for a promised refund(and despite my request not to sell them in the likely event this matter ended up in court, more than likely has resold them), they have my refund, we both have negative feedback on Ebay, and they threaten me with an out of state lawsuit which was dismissed by the court in Elmore County Alabama, and has since been appealed.
This situation has been ongoing now for seven months. I have reported this company to Ebay, the Better Business Bureau in Alabama(the company now has an unsatisfactory rating due to unwillingness to settle customer disputes),several Internet Fraud reporting agencies, and the Postal Inspector.
This company places items up for bid which are not in their possession at time of auction,they ignore customer emails when there is a problem, they send retaliatory negative feedback to customers leaving negative feedback, and threaten customers leaving negative feedback with legal action rather than attempting to settle disputes in a good faith manner.
I have been in contact with many other Marsh-Net customers in similar circumstances to my own. Many retract feedback to make this most unpleasant situation and it's 'Vice President' just go away.
I simply want the refund that was PROMISED to me by this company and I vow never to do business with them again. Ebay has been of NO help in my attempts to acquire a refund.
Marsh-Net claims I was verbally abusive to their customer service staff, yet they claim they never have no record of phone calls I made, nor the emails I sent.
I have been willing from the start to settle this matter out of court, but Marsh-Net's first line of defense was to threaten me with legal action and defame my character.
Gordon linked my name with that of a convicted felon on one of his websites,as a method of intimidating his customers into not leaving negative feedback for his company, or
communicating with myself and other unhappy customers regarding their unfortunate experience with this company.
Please feel free to contact me if any further information is needed. I have kept records of all correspondence with this company and with Marsh-Net's other victims.
Sincerely, Anita Secor
As a resolution, I would like the following:
I would like to reimbursed for the amount of my PROMISED refund,and long distance phone calls in an attempt to resolve this matter.
I would like to see this company reprimanded for it's unethical business practices, and for the manner in which it deals with customers having a problem after a sale goes badly.
Please contact me if you need more details regarding this incident.