TophatterReviews 7,894

Karen,

Unfortunately, the order number you provided is incorrect and I'm unable to view your account.

Please note, when a package shows delivered to your location but not received, we recommend calling the local post office to ask the supervisor to attempt to locate the package using the tracking number. If the post office is unable to assist, you may file a complaint with the USPS at the following link: http://tinyurl.com/pll5os5. We are unable to require refunds in this instance.

Thank you for your understanding.

Warm regards,

Hi Daniel.

I'm terribly sorry that the item was missing items and basically not as described. I understand how this can cause a less than positive experience so I've gone ahead and opened a return request on your behalf.

A immediate refund has been issued back to your payment source used at the time of payment and the return of the item is not needed. You may keep the item.

You will see your funds returned to your account within 3-5 business days. If you have questions in regards to the refund, please reach out to our credit card company for confirmation.

Thank you, I hope you'll choose to continue shopping on Tophatter in the future.

Warm regards,
Felicia

Positive reviews are just as real as any negative received. These are users who have excellent experiences with their purchases and using the site in a whole.

I'm terribly sorry that Tophatter doesn't meet your expectations and your experience hasn't been satisfactory. Being there are millions of users who use Tophatter, this is not the case for them all.

Furthermore, Tophatter will always process refunds for buyers upon receiving a valid tracking number from them indicating that the order has been returned to the seller. On our platform, refund without return or prepaid return labels are provided to U.S.-based buyers until the buyer hits a threshold for free returns.

For internationally located buyers, we provide a refund without return or some store credit to offset some of the cost of returning the item at their own expense until the buyer hits the threshold. The acceptable return threshold is continuously calculated as a percentage of the buyer's total purchases. Once this threshold has been met, the cost of returning the item to the seller with tracking will be at the buyer's expense.

When this happens, it is explained in the email buyers receive when they request a return, that they are responsible for the return shipping cost, and the buyer is provided with the seller's return address to facilitate the successful return of the order.

Unfortunately, you've requested returns in excess of the threshold, and we are unable to provide more free returns at this time.

Best,

Hi Carol.

I understand the disappointment this incident can cause and apologize for any confusion. Information on import tax is located in our FAQ titled 'Do I need to pay customs, taxes or VAT?': http://tinyurl.com/ltywgsg

Carol, as a courtesy, I have applied a $10 store credit to your account (For any purchase above £7). Your credit will automatically apply to your first purchase above $10 (£7) ($11 or more) and will expire on 6 Nov. 2017 if unused.

If we can help with anything further, please don't hesitate to contact customer support here; http://tinyurl.com/j8eo7hu.

Warm regards,

Jennifer,

I'm terribly sorry that you didn't receive your item. I reviewed tracking for Order#38583614 and according to USPS, the package was delivered to your location on October 16,2017. Per Tophatter policy (http://tinyurl.com/zfc5lpn), because the tracking is valid and shows a successful delivery we cannot require a refund from the seller.

When a package shows delivered to your location but not received, we recommend calling the local post office to ask the supervisor to attempt to locate the package using the tracking number. If the post office is unable to assist, you may file a complaint with the USPS at the following link: http://tinyurl.com/pll5os5.

Thank you for your understanding,
Felicia

Hi, Bill.

I reviewed tracking for Order #38664230 and see that the package was delivered to your location on October 10,2017, by USPS. Because tracking is valid and shows a successful delivery to your location, we are unable to require a refund.

When a package shows delivered to your location but not received, we recommend calling the local post office to ask the supervisor to attempt to locate the package using the tracking number. If the post office is unable to assist, you may file a complaint with the USPS at the following link: http://tinyurl.com/pll5os5

Thank you for your understanding,
Felicia

Hi, Marilyn.

Upon reviewing your support history, I see each of your inquiries were responded to within 2 hours by one of our staff members. Please check your email inbox and spam folder for those responses. For your convenience, I have provided a copy of the most recent response below:

The Order #: 37360488 is already shipped, and Tophatter is unable to cancel orders that have a status other than Paid or Unpaid.

When an item has already been shipped, you can get a refund by refusing delivery. The post office allows refusal of packages for up to 3 days from delivery as long as they are not opened. It is very important that you do not open the package. Instead, just write "refused" on the package and send it back in the mail.

Be sure the postal carrier scans the package as "refused" in front of you because we rely on the tracking information to confirm the package has been returned and process the refund to you. This is very important because we cannot track the package and process a refund if tracking does not indicate refusal and return to sender.

Please contact us http://tinyurl.com/j8eo7hu after you have refused the package and tracking shows the package is in transit back to the seller and we will be happy to process the refund.

Warm regards,
Felicia