Damaged item and unsatisfactory refund experience
I ordered a luxury abalone shell wall clock from Yedwo, but it arrived damaged. I contacted the seller and initially agreed to a replacement, but I did not receive clear tracking information despite asking for updates.
After opening a PayPal dispute, the seller claimed that a replacement had been shipped and offered me a refund with a 20% cancellation fee. I was seeking a full refund because the original item had arrived damaged, not because I had simply changed my mind.
PayPal subsequently denied my claim based on tracking confirming delivery of the original package, despite the fact that the clock arrived damaged.
This has been a very frustrating experience. Based on my experience, I would advise potential customers to carefully consider the seller’s after-sales service and refund policy before placing an order. Keep photos of any damage and all correspondence with the seller.
I expected better customer service and a fair resolution.
Update – October 29, 2026
Yedwo offered to refund my $254.15 only if I removed my negative review. My principles do not allow me to delete an honest review in exchange for getting my own money back. I stand by my review and believe other customers deserve to know about my experience.
Update: PayPal ruled in my favor and awarded me $254.15. If Yedwo continues misrepresenting the facts, I will have no choice but to publish its email making the refund conditional on removing my review.
Antwort von yedwo.com
We respect your decision, and we sincerely apologize for the unpleasant shopping experience you have had.
However, we would like to clarify the facts. After you reported that the package had arrived damaged, we arranged a replacement shipment immediately after receiving your consent by email. Yet, shortly after the replacement was dispatched, we unexpectedly received a PayPal dispute, along with your request to cancel the order.
From our perspective as a seller, this sequence of events raised concerns about potential fraudulent activity. We were at risk of losing both the cost of the replacement shipment and the payment for the order. To protect our legitimate interests, we had no choice but to intercept the package and submit our case to PayPal. PayPal ultimately ruled in our favor, helping us recover part of our losses.
Throughout this process, we have genuinely hoped to reach a mutual understanding and find a fair resolution that respects the reasonable interests of both parties. We believe that any fair resolution should be based on facts and goodwill.
Thank you for your understanding.