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HomeArticlesArticle #41918

LunaToyStore Customer ExperienceLunaToyStore Customer Experience

Oh boy...... Where to begin. Guess this could count as a diary but misc fits as well.
ANYWAY, Dec 31 i purchased ITEM #605381 from www.lunartoysto... and it shipped out Jan 2nd. No issues with shipping time wise and it arrived Jan 7th. Looked at box and i noticed its a bit small. open box, yep figure was crammed into the box with about half a cm of space on a couple of the sides.

Picture of kurumi figure before i even pulled her out of the box in spoiler below
View spoilerHide spoilerhttps://static.myfigurecollection.net/image/That_Random_Guy1547693574.jpeg

pulled her out and yep all sides have been pushed in about half inch to an inch. I was kind of bummed but, whatever..... Start looking even more and im seeing what looks like damage to the figure box that took the art off the box like it slid across floors and such. I look at the ad on lunatoy and new item no damage. WELL THE ITEM I GOT DEFINALLY WAS DAMAGED least the box was still haven't opened her as of yet because I'M STILL DEALING WITH LUNATOY.

All Other pictures of damage provided here
View spoilerHide spoilerhttps://static.myfigurecollection.net/image/That_Random_Guy1547693573.jpeghttps://static.myfigurecollection.net/image/That_Random_Guy1547693571.jpeghttps://static.myfigurecollection.net/image/That_Random_Guy1547693570.jpeghttps://static.myfigurecollection.net/image/That_Random_Guy1547693568.jpeghttps://static.myfigurecollection.net/image/That_Random_Guy1547693567.jpeghttps://static.myfigurecollection.net/image/That_Random_Guy1547693565.jpeghttps://static.myfigurecollection.net/image/That_Random_Guy1547693562.jpeg

This kind of damage is easily noticable and could not have happened inside the shipping box. I'm not going to lie. i paid a decent amount over msrp like eveyone does for popular figs that they missed orders on but i paid the same for an item that was damaged so i email luna.

I will give them this. they responded fast. here was my original customer support ticket although i do wish i would have been less douchy about it but at this point, but honestly don't care anymore. All replies will be in spoilers and unmodified to conserve length and a TLDR will be placed after for general understanding.

Me: View spoilerHide spoilerComment: Order number XXXXXXXXX
I just received my order today and have to say i'm extremely disappointed in you guys. I paid $210 for this $130 figurine and its damaged from the incredibly tight box you shipped it in. Even worse some of the damage looks from prior to shipping like scrapes to the box itself which couldn't happen during shipping. If at all possible id like to ship this back to you guys for a refund or some kind of compensation because this is not what i expect from an actual company that deals in this hobby. i don't mind paying high prices for figures that were missed originally but that high price should be with ones that don't have any damage. Although it looks like figure isn't damaged, as collectors yourself know that people value the original packaging as well. simply unacceptable for that price.

I messaged them and was mad and that it was clearly damaged and that this damage doesnt happen in shipping.

They replied- Jan 7 same day as item received- This date info is for later
View spoilerHide spoilerHello
we apologize for this inconvenience you experienced.
We will be more than happy to accommodate your request. As stated earlier about the photos, we will be needing those. Just to clarify, the figure must be returned in its original packaging, completely sealed. If the box is opened, we cannot process the refund, as it is out of policy.
We will be needing photos of the shipping box and of the figure as well, please.
After we get the photos we will be able to go through this internally, and get started on the steps for processing the refund when it arrives.
Once again, we we sincerely apologize for the inconvenience and the experience

Basically saying sorry they will take it back as long as its not opened and they will process pics internally once received.

I replied: Jan 8
View spoilerHide spoilerI've owned and bought and sold a lot more figurines then i'd like to admit but its probably around 200s and what a lot of those pictures don't show is all 4 of the faces of the box caved in about a half inch. there is plenty of damage that looks prior to shipping like dents in the box, outside scrapes where the paint comes off and just damage the looks of being tossed around a warehouse. If this figurine was 7 or 8 years old OR second hand, i could completely understand that but this released just mid last year and from an actual shop. This is not what i expect a new item looks like at all. please look into these images and i hate to say it look at how their treated in your warehouse because something is not being done correctly. this is clearly not all shipping damage.

as i said i honestly doubt this is all damage from shipping. these issues cant happen in shipping besides the sides being pushed in. I do still really like this figure and would rather not have to go through all the trouble of having to ship it back then wait for refund, then go hunt for it again, but if it has to i will. But for what i paid i dont consider this new even by a long shot. is there a way that we can resolve this without having to go through a lengthy return process, and IF a return is all thats available will i be provided a shipping label or would i need to purchase one myself.

i moved to another email so things were repeated, BUT i basically said the same as the first reply. These damages cant happen in shipping. around that time i noticed that they make you pay for returns and shipping is nonrefundable + added pictures.

They replied: Jan 9
View spoilerHide spoilerHello
We apologize for this experience. In order to rectify this, we will provide a shipping label. As stated earlier, as long as it's sealed we will be more than happy to take it back and give you a full refund.
We would just like to confirm 1 thing, if you want to return it, we will provide a label. If not, we can provide $15 in credit for any future purchase.
Please confirm with us with which option you would like.
Once again, we sincerely apologize for this inconvenience and the experience you had with us.

they answered my question regarding if i would be given a label or not and full refund is stated. but also stated if i keep it they would credit $15 - again this is important for later

A few days go by.
I think about it, ask a few figure collecting friends and i decided to keep it and live with it. still haven't opened it because if i do i cant send it back. still no clue if its damaged internally.

I replied: Jan 11 - This date is important because i told them ill keep it and up to this there was no definite decision of either return or not. infact they even offered a store credit if kept.
View spoilerHide spoilerAlthough i am extremely unhappy about this and personally don't really agree with an instore credit no matter the company, and ill likely never use it due to this experience. But after talking with a few friends and looking for other figures, the only other option is to pay at min 50 more for an out of country item or purchase second hand which i have been burned on before. I will hang on to it since the figure itself seems undamaged although i haven't opened to inspect, but ill be perfectly honest with you guys. ill never shop from you again, nor will i ever recommend you.This was damage done at your location and if my item was mishandled, i can only guess how everything else is. I will say that i have been very impolite about this and i kind of wish i would have worded it differently before, but i did pay a decent amount over what they originally cost for something that i felt wasn't right, and could have been easily described on the product page as (with box damage) or something along those lines and none of this would have came about. I felt everything support wise was handled fast and good even though i don't agree with how it is.

I personally do not want the amount credited to my account but maybe if its possible to do a coupon code or something along that line so that i can give it to someone that may actually use it. i understand if not and in that case then please add it to the account.

Basically just said i wasn't really happy with $15 credit but ill live with it. mainly because i know this damage came from them and i wont buy from them again. actually asked for a coupon code to give away but was denied in a later message.

normally that would end it. tho i wasnt happy a decision was made.

Jan 12
I get a letter from usps domestic insurance claims
here is what it said
View spoilerHide spoilerDear elim fitts <----they mispelled my name too
in response to the insurance claim referenced above, we regret that the contents of your mailing were damaged. please retain the article and mailing container (including the wrapping, packaging, and any other contents received) while we continue our investigation of your claim.

Basically its a letter from usps saying keep packing for proof of damages etc with my name and Fan Fan Chen<--- apparently a guy in lunatoys claim department. this paper had a claim id and article number and such. i left out some information in this one since i had to hand type the letter.

Jan 12..... still
I messaged lunatory
"i just received this usps letter about a damaged item claim. i tried pulling up information of it but cannot. can you provide me the information regarding this since i had no clue it was even submitted."

they replied:Jan 13
View spoilerHide spoilerHello
this claim was submitted by us due to originally it being a return and refund. It was submitted to be able to provide a refund asap, but seeing as it seems you may no longer wish to return it; it changes some things.
Regarding the coupon code, unfortunately we cannot provide coupon codes as of yet being as our system is not implemented with it. We can simply provide the amount to your account.
Once again, we do apologize for the inconvenience

They said they cant do the coupon code and that it was a claim for a refund.

I assumed that the claim was to recoup shipping fees or something in the event of a refund which would make sense, at least for me. But why didn't they even tell me about that.

I did some more looking at that USPS insurance claim note and seen Jan 9 so i thought ok jan 9th..... i havent decided to keep it at that point yet so it was taken out around the 9th..... I called usps and looked up the claim. Apparently that claim was placed JAN 7TH just after that very first message i sent.keep in mind there was some days that passed here until something told me to look into it

I talked to a guy named luke at usps. Very nice guy. asked a few things like what was the amount and such and he told me $100 insurance and that it was paid to Fan Fan Chen on the 10th. They had an insurance claim accepted and refunded to them before i even came to a conclusion that i was going to keep it on the 11th

USPS sent me this after the call: Jan 16
View spoilerHide spoilerWe take pride in providing excellent customer service and hope that you were pleased with the service provided by our Accounting Services representative.

The Accounting Services representative provided the following information as a resolution to INC000014115596:

<Claim ID xxxxxxxxx.
Article Number xxxxxxxxxxxxxxxxxxxx.
Approved.
Check Number xxxxxxxxx
Amount: $100.
Check Date: 1/10/2019

Payable To: Fan Fan Chen

Item: 1.Kurumi Tokisaki 1/7 Scale Figure SKU:
4935228208166

Fan Fan Checn said the item is damaged.>

Thanks for contacting the USPS Accounting Help Desk Team

basically what i mentioned above. had to remove some sensitive info like claim numbers and such.

So... i now know that luna has $100 insurance claim already paid to them for the damages to a figure that they don't even own.

I messaged luna again: Jan 16
View spoilerHide spoilerI checked into the status of the claim and its saying it was paid out on Jan 10th with check number xxxxxxxxxxx of $100. this claim has absolutely no reason to be paid to you guys or even why it was pursued after i kept the item. Will i be refunded the check since i am the one at loss here
Me sort of angry saying hey.... you got a insurance refund on an item you dont have and sold do i get anything back.

Their reply: Jan 16
View spoilerHide spoilerHello,
The issue was automatically passed onto the claims department and is no longer in our hands. The claim was started because it was originally approached as a refund.
If you would still like a refund, you will need to return the item intact (return label provided). If you have an account with us, the other option is a $15 store credit, if you wish to keep item.

them basically saying its out of their hands and either return or take $15 in store credit.

excuse me..... WHAT.... i have not replied to them at this moment since it is the 16th and i feel if i do they wont ever reply again. But, how the F can you file a claim pursue it without the buyer even knowing and then get paid for it, still not telling them and refuse to give them what the damages were. THAT'S WHAT INSURANCE IS FOR........ I bought it for your asking price.... paid shipping. you damaged it in your factory or wtv the place it is in NYC then shipped it damaged to me then claim the damage money for yourself. WHAT KIND OF COMPANY ARE YOU.

TLDR i lost my ****

so now i'm back at square 1. return, or keep with $15 store credit knowing they just made $100 off an insurance fraud scheme.

See here's where i have a delima... if i return it some other person will have this issue. they don't except opened figures so technically all are considered new and not a single page on their entire site says has box damage or anything so the next person will buy and have the same damage issues plus some due to their craptastic way of handling figures. or keep it and eat it while they made good profit off me originally PLUS $100 fraud money.


Anyway i really hope you guys read all teh way through this. i know its a book but people should know this stuff. this company is committing insurance fraud especially if i keep this item.

Ill update once i reply to them. and if they reply back


Edit: Resolution Has been decided and ends the report.

Jan 17: i filed a claim with paypal for a partial refund in an attempt to get a portion of the insurance money.

Once claim opened i received a report alert from mfc that lunar claimed i was breaking mfc privacy policy posting claim numbers and tracking numbers, AND a swift message from Lunar saying
View spoilerHide spoilerHello I am sorry that you are unhappy with your purchase. We originally offered you a $15 store credit or a return on the product in the original way it was arrived to you, completely sealed in order to receive a full refund. However, because you filed a case through PayPal, we can now only offer you a the product return option. We will be sending an email restating what has been said now, including a shipping label for its return. Please make sure you send the product back in it's original condition by using the same shipping box that it arrived with. The item must be shipped within 7 days. If the item has not been shipped out within 7 days we will file this case with PayPal directly. Once the item has arrived back to us, we will be inspecting it thoroughly and process the refund accordingly. Thank you and once again, we sincerely apologize that you were unhappy with your purchase.
Clearly unhappy because i started a dispute with them they retracted the $15 store credit and demanded return of item and if not received then they would open a claim against me.

Jan 18: i escalated to paypal as i was threatened a claim would be placed against me.
it was then Lunar posted in chat below. they made a few valid claims but invalidaed their reason for this entire disbute. saying damaged boxes arnt covered under their damaged item list but then proceeded to use my images to claim insurance. IF, you want more information to what lunar said, their post is below.
View spoilerHide spoilerHi

I would like to take this opertunity to state a few facts on our after sales support. Please understand this is just a fact, not an argument.

After sales is completed, our #1 goal is customer satisfaction. In this case we had made multiple apologies to the customer who made the purchase. We will try to make our customer happy with their purchase within reason we can accept. However, if the customer are not satisfied with the purchase or the resolution, we offer to make the customer whole again by providing full refund for the original condition it was received, and return shipping. This is all within our return policy. In this specific case we when out side of our return policy, and provide the return label which is normally only provide for our defective product customer. Our return policy also state very clearly that box condition dose not determined defective item.

When ever the customer support department received a complain regarding damage upon arrival (which in this case it is), that information is immediately forward to claim department with provided customer information regarding to the damage to start the claim process as claim process sometimes take months to get resolve. We do not file claim with out customer initiating a damage complain to us. This is to protect the company from foreseeable monetary damage (return shipping, sending shipping, refund, card/paypal processing fees, lost in value of the product, and many other cost that a company can involve with customer return). Maximum claim will always be filed as no one will be able to foreseen the full damage a return process can cost, this is standard internal process. That is the purpose of insurance, to reduce monetary damage to the company. Often maximum claim do not cover the true cost of return. Insurance awarded are handle internal as an internal matter and not public information.

On the other hand the company (LTS) take all the risk of issuing refund and resolution regardless of insurance approval (just like this case we offer return for refund, or $15 credit before we get insurance approval). It is often we issue refund/compensation to customer before/without insurance coverage (just like this case as well) and the company have to suffer the lost/risk. As customer satisfaction is still our main goal.

In an event that a matter get escalated to 3rd party like Paypal/credit card, it is no longer within our control, as the company need to protect its property. The company either provide evidence of argument to 3rd party, or offer return for refund. We must satisfied 3rd party claim. All middle ground are out of picture after that. Once 3rd party involvement is satisfied, the case is consider closed for us.

I hope this responds to the public provide some kind of transparency to our customer support back end. Our customer satisfaction is our #1 goal, but it must fall within our company process.

To all our customers and the customer who made this post, we provide sincere apology if your unsatisfied with your purchase.

Thank you all


Jan 23: paypal issues their final verdict
View spoilerHide spoilerThis case has been decided in your favor. You’ll need to ship the item back to the seller on or before February 1, 2019 at 5:37:13 AM EST.
Tracking number to confirm that you’ve returned the merchandise to the seller
Once the seller confirms the receipt of the item, we’ll process the refund and close this case.
You have to ship the item to the address mentioned and upload the return shipping info once you’ve sent the item.

Basically i had won and i could return the item before feb 1 and get refund or not return.
Have to admit that i am confused as to why they ignored the partial refund and my reasoning for it but paypal decided it.

So that ends the entire dispute with lunar. I'm interested to see what they plan to do if i don't return it, but i kind of think they wont do anything to risk losing any profit they got from insurance. could be wrong though.

So in the end even though i won, i didn't win, but in the end if a single person here decides not to do business with them then my job was successful. The steps that were taken to conceal this thread by false accusing and threats against me have all been proven in my favor by mfc mods so at the very least this thread will stay around which in the end is all that i wanted. I'll look into other places to spread this information as companies like this do not deserve out money.

Thanks again to all the people people that read this article, whether you agree with it or not. i've read every comment and some make very valid points, even if i didn't personally agree with them. but in the end how they approached this situation and even disproving their on reasoning behind whats covered and what they say is acceptable to ship says a lot.

I hope i was able to provide information that they feel is reliable and take it however they feel necessary.
1,313 hits • 36 comments

Comments36

Selected Comments
36pt
I get being mad about a damaged box. Believe me I've received plenty of smashed, bent, scratched boxes out of the 300+ figures I own (and only two figures that were broken and needed replaced). But is the box really that important to you that you'd send the entire figure back over it? I mean, that's easily the best Kurumi figure out there at the moment. Don't give her up over some less than perfect cardboard. The box is there to protect the figure until it reaches the customer. As long as she isn't damaged, the box did it's job. I'm not excusing the way they must have handled it at their warehouse or whatever, and the mail insurance fraud is actually a felony, but don't let anger deprive you of such a wonderful figure.
1 month ago
17pt
Shikaree (1 month ago) #48608339Nah, the PO just doesn't care about a rare $100 claim.
It's actually a common misconception that customers are buying insurance for themselves. They're actually paying the store to buy insurance for the store. The recipient does not have any recourse in insurance terms. Buyers are covered by payment processor agreement, which is entirely unrelated to insurance. Most stores' policies are the result of their obligations under their merchant agreement with their payment processor and relevant government regulations.

I've got insomnia so I looked this up out of curiosity. Seems like LunarToyStore's claim wasn't eligible to begin with. about.usps.com/...
"The following conditions justify the denial of a claim:
f. The loss, damage, or missing contents was caused by employees or agents of the sender or addressee.
m. Damage (such as abrasion, scarring, or scraping) occurred because the article was not properly wrapped for protection."

I also think it's important to note, that the original complaint specifically states that the item itself wasn't damaged, nor did it appear to be done during shipping.
"Although it looks like figure isn't damaged, as collectors yourself know that people value the original packaging as well."

So even though Lunar was able to start the claims process as the sender, they really had no reason to file a shipping complaint to begin with and take all the money for themselves, since it was more of a comment on their terrible packaging which was too small and had zero bubble wrap resulting in the figure box getting squished. I'd be pissed if I emailed a store and this was their reaction, too.

The reason people want to work with Japanese stores to get their insurance processed to begin with is so they can get their money back, not have the store pocket it. And filing a claim under false pretenses is illegal, so there's not much to defend here ¯\_(ツ)_/¯
1 month ago
Recent Comments
3pt
Alright, so another update. about 5 days have pasted since last post. Paypal disbute was ended in my favor though they ignored the actual refund requested amount and basically said return item if i want for refund. so in the end even though i won, i lost and lunar won. BUT i dont mind because people seen this article, the proof and lunars response, so at the very least if they lose a sale because of it then i did win.

Their practices are wrong and a cancer to the anime community. Then tried to file a false claim to get this thread removed, which failed. they only offered 1 reply here and what was said countered their own argument. Then proceeded to threaten me with a paypal claim if i didnt do as they said.

So, in the end at least there is this article for people to see and make their own decisions whether they want to deal with that company. So if at least 1 decides they dont want to do business with them then my job succeeded.

I'll be updating the original article adding a bit more information and quotes to finish it out, since i couldn't add anything to prove that no information was changed for the report that was filed on it. I will however be looking for other places to post this information as to spread awareness.

Thanks for all those that cared enough to read the thread whether or not you agreed with the claim or not.
29 days ago
9pt
evilcat005 (1 month ago) #48737916snip for space.i upvote in hopes others will to bring your post to the top so people see as people are interested.

i would like to address a few things regarding this that me along with a number of people asked here.

as i said in the original post. i understood the insurance thing on your side as it would cover return shipping in the event of a return. why was the full claim for the full amount taken? why not the specific amount for return or around that.and if box damage is not considered fault then why file claim in the first place and continued after it was discovered box damage?

Why not proceed to refund a partial payment considering you did receive that check. as even a partial of 25 would still be 75 profit after sale? considering if item was kept as originally said before claim. as you take no risk in returns or refunds as item is kept and you still have money from insurance. i wasnt after really anything. i just said i didnt agree with your instore credit and stated that no company should ever offer that. even an $15 refund would have been sufficient as i think thats a few bucks more then i paid for shipping

a next question is why not be transparent about it. i asked you the day i received a letter and got no details about it. i will admit i took way more steps then needed or should have but to even offer a 15 store credit is nothing considering i paid initial shipping so that cost you nothing or very little if any, so the only cost to you would be return. Why couldn't a settlement been reached as i replied i would keep it before the insurance claim was ever discovered.

and why not label items on your site that have "box damage" or something like that to inform the buyer

and my last question is why flag this post saying i posted claim ids as well as tracking numbers when that was not the case?

I really would like to have answer to these questions either here or direct message or even my email as you have that as well.

edit i see one of my questions was answered in your post
1 month ago
4pt
Hi

I would like to take this opertunity to state a few facts on our after sales support. Please understand this is just a fact, not an argument.

After sales is completed, our #1 goal is customer satisfaction. In this case we had made multiple apologies to the customer who made the purchase. We will try to make our customer happy with their purchase within reason we can accept. However, if the customer are not satisfied with the purchase or the resolution, we offer to make the customer whole again by providing full refund for the original condition it was received, and return shipping. This is all within our return policy. In this specific case we when out side of our return policy, and provide the return label which is normally only provide for our defective product customer. Our return policy also state very clearly that box condition dose not determined defective item.

When ever the customer support department received a complain regarding damage upon arrival (which in this case it is), that information is immediately forward to claim department with provided customer information regarding to the damage to start the claim process as claim process sometimes take months to get resolve. We do not file claim with out customer initiating a damage complain to us. This is to protect the company from foreseeable monetary damage (return shipping, sending shipping, refund, card/paypal processing fees, lost in value of the product, and many other cost that a company can involve with customer return). Maximum claim will always be filed as no one will be able to foreseen the full damage a return process can cost, this is standard internal process. That is the purpose of insurance, to reduce monetary damage to the company. Often maximum claim do not cover the true cost of return. Insurance awarded are handle internal as an internal matter and not public information.

On the other hand the company (LTS) take all the risk of issuing refund and resolution regardless of insurance approval (just like this case we offer return for refund, or $15 credit before we get insurance approval). It is often we issue refund/compensation to customer before/without insurance coverage (just like this case as well) and the company have to suffer the lost/risk. As customer satisfaction is still our main goal.

In an event that a matter get escalated to 3rd party like Paypal/credit card, it is no longer within our control, as the company need to protect its property. The company either provide evidence of argument to 3rd party, or offer return for refund. We must satisfied 3rd party claim. All middle ground are out of picture after that. Once 3rd party involvement is satisfied, the case is consider closed for us.

I hope this responds to the public provide some kind of transparency to our customer support back end. Our customer satisfaction is our #1 goal, but it must fall within our company process.

To all our customers and the customer who made this post, we provide sincere apology if your unsatisfied with your purchase.

Thank you all
1 month ago
3pt
Sundae (1 month ago) #48729250I'm just curious if Lunar Toy Store's got a response as to why they claimed so much money from the post office to begin with, since at this point the only thing any of us can assume is because they wanted to get back as much cash as possible from the insurance by misrepresenting the amount of damage. It would be nice if they'd comment here instead of reporting the whole article hoping it gets deleted.

personally i dont think they requested a specific amout. when i went through checkout i paid for priority shipping which in usps all priortiy boxes get $100 insurance if i recall. so more then likely lunar opened a claim for item and sent reciept of item obv including purchase price which was over 100. then usps approved the claim. as for how it was approved in 1 day..... idk

now something id like to know is why they did the max. i was told by usps had the max not been reached then i could file damages of the item because there was insurance left on it. but once a check has been cut which was on the 10th that there was nothing they could do
1 month ago
6pt
I'm just curious if Lunar Toy Store's got a response as to why they claimed so much money from the post office to begin with, since at this point the only thing any of us can assume is because they wanted to get back as much cash as possible from the insurance by misrepresenting the amount of damage. It would be nice if they'd comment here instead of reporting the whole article hoping it gets deleted.
1 month ago
6pt
That_Random_Guy (1 month ago) #48728400Well ther are a few things you got wrong.
paypal does offer a partial refund and you can choose what it is
also how is it stealing when its insurance money paid out for an item that was damaged as compensation. that money goes to the replacement of said item. TECHNICALLY usps reserves the right to claim that item at any time, though they dont usually becauise that payment rarely actually covers the cost of the entire item.
and lastly, i dont want 1 single peny of the original purchase money. all i want was partial (not even all) of what the insurance money was since i am legally the owner of the item.
in the end any insurance money kept on their end is even more profit past point of sale


Just donate the money to charity then if you want to stick to your principles or tell the postal office that the damage was only that much.

LTS obviously isn't in the right here but I do think neither them, or you, should get $100 or even $50 for a damaged box.
1 month ago
0pt
That_Random_Guy (1 month ago) #48728400Well ther are a few things you got wrong.
paypal does offer a partial refund and you can choose what it is
also how is it stealing when its insurance money paid out for an item that was damaged as compensation. that money goes to the replacement of said item. TECHNICALLY usps reserves the right to claim that item at any time, though they dont usually becauise that payment rarely actually covers the cost of the entire item.
and lastly, i dont want 1 single peny of the original purchase money. all i want was partial (not even all) of what the insurance money was since i am legally the owner of the item.
in the end any insurance money kept on their end is even more profit past point of sale

I do believe the seller can offer you a partial refund through Paypal, but Paypal can't force them to give you a partial refund. They can require you to send the item back, and they most likely will, especially since LTS already sent you a return shipping label. You may want to google Paypal disputes to find out. And it has been a while since I've sold online. But I believe this is still the case. Through Paypal, partial refunds are never something you're entitled to or can demand. It's up to the discretion of the seller. If they offer you a partial, that's nice, but they are still within their rights to have you send the item back, and then issue you a full refund.

(It still would have probably been easiest to send the item back for a refund at the start.)

The point I'm trying to make here is, the shop already offered you to return for a full refund, which is probably why they made the insurance claim. That money received by USPS would then go to you, for your refund. This is what I've been trying to explain.

You're lucky btw, that this shop even gave you the option to return for a refund and even gave you a shipping label. I feel like a japanese shop would have just told you to go pound sand. In fact, I read all the time about people complaining to shops like AmiAmi about damaged boxes, and AmiAmi doesn't offer them anything in compensation.
1 month ago
7pt
moonstarfc (1 month ago) #48728043snip
Well ther are a few things you got wrong.

paypal does offer a partial refund and you can choose what it is
also how is it stealing when its insurance money paid out for an item that was damaged as compensation. that money goes to the replacement of said item. TECHNICALLY usps reserves the right to claim that item at any time, though they dont usually becauise that payment rarely actually covers the cost of the entire item.
and lastly, i dont want 1 single peny of the original purchase money. all i want was partial (not even all) of what the insurance money was since i am legally the owner of the item.
in the end any insurance money kept on their end is even more profit past point of sale
1 month ago
1pt
That_Random_Guy (1 month ago) #487221221st update
So with contact of usps i asked a few things and they asked why not file a claim with paypal. Which up till now i didnt want to but i did start one and only widhed for a partial refund. Not even the the amount of the insurance that they claimed. Today i got this email from Lunar
"Hello
I am sorry that you are unhappy with your purchase. We originally offered you a $15 store credit or a return on the product in the original way it was arrived to you, completely sealed in order to receive a full 100% refund.
However, because you filed a case through PayPal, we can now only offer you a the product return option.
Attached to this email is a shipping return label for the item. Please make sure you send the product back in it's original condition by using the same shipping box that it arrived with. The item must be shipped within 7 days. If the item has not been shipped out within 7 days we will file this case with PayPal directly.
Once the item has arrived back to us, we will be inspecting it thoroughly and process the refund accordingly.
Thank you and once again, we sincerely apologize that you were unhappy with your purchase.
LTS Support Team"
So... their demanding a return and saying i have no choice and if i dont they will file a claim against me lol... i look at this and laugh cause they legally dont own the item at all i do and cant threaten someone to force them to do something like that.

I'm not sure how you'll get anywhere with paypal since LTS offered you a return shipping label and you refused to send it back. Paypal is likely going to make you send the item back to get your refund. Paypal also doesn't do partial refunds.

Not that I think LTS is doing anything great with this insurance claim thing, I do agree it's sketchy behavior. But your behavior is extremely immature. If you didn't want the item, you should have just sent it back to get your refund. Expecting to get a refund (even a partial refund) and keeping the item, that's basically just stealing, you're no better than this store that you made a huge rant post about.

So good luck with your refund...making a mental note not to ever sell to you in case I decide to sell any of my figures in the future. Sheesh.
1 month ago
11pt
Really Classy, Lunar Toy Store. I was originally going to try them out, but this is disgusting.
1 month ago
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