PayPal www.paypal.com Review

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1.1 stars
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MattValentine's Review of PayPal www.paypal.com

19th Apr 2009

Overall Rating

0.5 stars
  • Value for money
    0 stars
  • Content
    1 stars
Good Points

None.


Bad Points

Dreadful customer service. Poor communication. Lack of commitment to customers.


General Comments

I find Paypal to be an over complicated system that favours merchants and does not protect the consumer in any way shape or form. It is very important to remember that Paypal was originally established for ebay users and is actually owned by ebay. Thus the logistics of how it works is very much based upon the law regarding auctions and auction sites which is vague at best and has little comparison to Statutory Rights associated with High Street shopping.
For example, I ordered a bag pack for my holiday from a seller on ebay and it never arrived. I went through the proper channels, was verbally abused by the seller and thus put in a ' Paypal claim. 'This then went to the ' resolution centre 'which took six weeks to complete. As the seller had proof of posting, his part of the contract was completed and thus my claim was thrown out. I did not receive the item or a refund. But of course the seller claimed from Royal mail AND had my payment. This is how the Paypal system works so please beware.
Complaints via email and telephone are costly (in the event of calls) and have never resulted in satisfaction or good customer service. The replies are long and standard scripted yet never actually resolve the issue or even refer to it. When I complained about an abusive call I received from a seller from a withheld number, they said ' we take abusive behaviour from our merchants very seriously ' .there is nothing we can do'we advise you call the police or your phone company. 'An incredible response from a company that promises ' buyer protection. '
The bigger problem in this is that many sites and businesses now use Paypal. Now if your retailer is honest and professional, you should receive a refund or replacement immediately but if not, they could very easily manipulate Paypal ' s system and you could be out of pocket.
I avoid Paypal where possible and always ask the retailer for an alternative as I have far more legal rights that way. I suggest you do the same.

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