IguanaSell - a weird customer service experience

[sworist]

Hello,

Note that this was for the purchase of a watch, but IguanaSell offers high end pens, namely Namiki and Nakaya so I felt it was warranted to describe my experience here.


I originally made a mistake: I was looking for the Junghans 100th Jahre Bauhaus chronoscope. The 2020 max bill Chronoscope has the same coloring, but with red dials and date. I mistook the 2020 max bill for the 100th Jahre Bauhaus, so I ordered to 2020 max bill. After the order confirmation, I realized my mistake. I emailed IguanaSell for a cancellation (including the reason) - since they do not have a automated system. A prompt reply came saying that Iguanasell would be cancelling the order (customer service email, not a actual cancellation)- but they asked me what the reason for my cancellation was when I had clearly stated it in the original request.

I replied saying the reason again (I mistook the watch), IguanaSell replied asking me if I would switch my order to another limited edition. I said I was not interested and I asked IguanaSell to cancel my order again.

The final reply was "We are sorry we can't get the Junghans 100 anymore. It was a limited edition and we can't get it anymore . If you want to change it we can help you.". ..... which did not mention the cancellation of my order

It has been several days since then, and I was wondering why my order was still not canceled (in fact a email came saying that IguanaSell was preparing my order!) so I asked Iguanasell why this was the case through their chat feature, but all that was said was "It will be canceled soon".

Today (7 days since the original cancellation confirmation by customer service), I sent Iguanasell a email saying if the order was not cancelled by Friday I would be escalating to a paypal dispute.


While IguanaSell has always responded to my messages within 24 hours (1 business day), I am confounded as to why they keep delaying the cancellation and the refund of my order.

I will not be looking at IguanaSell for products and advise you to do your research before purchasing from them as well.


Edit: After I reached out by email, writing a review here among other things the refund was processed within 13 hours. IguanaSell has made things right and while their communication was confusing at times they have always replied promptly. Make of it what you will. Here is the response email I received.

"First of all, thank you for the patience shown.

We already have proceeded with the cancellation and the refund, but due to the high occupancy season we have a slight delay with managing inquiries.

At Iguana Sell we do mind the prompt responses and the customer service. This being said, our colleagues will work in extra shifts in order to get everything solved as soon as possible.

In the meantime, do not hesitate to contact us for further questions or help. We will be glad to help. "

[carlos.q]

From my point of view the lack of adequate or timely communication from a country that has adopted strict quarantine and lockdown procedures to confront a health crisis should not be interpreted as disinterest. I would suggest that a little patience, and giving the seller the benefit of the doubt, will go a long way.

[sworist]

From my point of view the lack of adequate or timely communication from a country that has adopted strict quarantine and lockdown procedures to confront a health crisis should not be interpreted as disinterest. I would suggest that a little patience, and giving the seller the benefit of the doubt, will go a long way.

Carlos, They have always been responsive - when I email or send them a "chat" they have responded within 24 hours as per the original post.

What I do not understand is their deflection of the cancellation, the offering of other products when I clearly state I am not interested, and their refusal to give a solid timeline (eg you will get a cancellation email by Friday the 24th)

In fact, I think many excuses can be had with the covid-19 situation: if IguanaSell told me upfront: "We are sorry, but your order can take up to two to three weeks to cancel because of our reduced capacity workforce and health safety measures" I would be understanding but their disregard for my asking of cancellation in their replies makes me think of this as a Iguana issue, not a COVID 19 issue

At the end of the day, I was not satisfied with their service, and other retailers like Goulet, Goldspot, Nibs have never given me issues like this, so I will be staying away.

Edit: also sending a email saying your order is getting ready after being asked (and confirming by email!) for a cancellation is rather puzzling.

[FredRydr]

What is the deadline for initiating a PayPal dispute these days?

[adhoc]

I have purchased many, too many things from them. A watch or two, a dozen of pens or so, twice as many inks. Every single time the pens I received were showing signs of being already used; scratches and other marks. The watch came severely scratched up. So bad in fact, I said to myself I'm never buying from them again.

I kinda fell in love with that shipping time, 48 hours from clicking buy to having it in my hands. Later on this too changed to weeks and they completely lost my business.

I hope you get it sorted.

[sworist]

@Fred
I think it is 160 or 180 days, not too sure.

It's just baffling to me. I've never had a place that delays canceling a order especially after confirming they will cancel it.

It's not like they stop responding, but they refuse to acknowledge "please cancel my order" in emails, and instead say "If you want to change it (the order) we can help you"

[sworist]

I have purchased many, too many things from them. A watch or two, a dozen of pens or so, twice as many inks. Every single time the pens I received were showing signs of being already used; scratches and other marks. The watch came severely scratched up. So bad in fact, I said to myself I'm never buying from them again.

I kinda fell in love with that shipping time, 48 hours from clicking buy to having it in my hands. Later on this too changed to weeks and they completely lost my business.

I hope you get it sorted.

Hopefully you had some sort of compensation. They have a solid rating on google and other places, but I did not dig enough before making the purchase. Lesson Learned.

[adhoc]

The damage on pens was typically minor, so I didn't bother. The watch came with a hefty discount, though it was still sold to me as new. I'm not really the type of person to stir up a ruckus, I just turned away instead.

[RobJohnson]

We all have our own opinions on naming and shaming, especially when the organisation is not involved in the discussion.

The business has been trading since 2007 with a great many positive reviews. Without knowing what is happening inside the business I don't think it is right to condemn the business.

Have you tried calling them? Or used Facebook contact?

[TSherbs]

We all have our own opinions on naming and shaming, especially when the organisation is not involved in the discussion.

The business has been trading since 2007 with a great many positive reviews. Without knowing what is happening inside the business I don't think it is right to condemn the business.

Have you tried calling them? Or used Facebook contact?

I actually appreciate the OP. This is exactly the kind of info that I appreciate having, in the same way my neighbor and I might exchange info on experiences with local plumbers. We all know that it is just one person's experience. And he also wrote simply to be cautious and do research before buying from them. There are no "condemnations" here, as you say. It's just some anecdotal information about a company that he has actually otherwise had good business with. I've never bought from them, so I appreciate the info, for what it's worth, and that from the other posters as well.

[RobJohnson]

We all have our own opinions on naming and shaming, especially when the organisation is not involved in the discussion.

The business has been trading since 2007 with a great many positive reviews. Without knowing what is happening inside the business I don't think it is right to condemn the business.

Have you tried calling them? Or used Facebook contact?

I actually appreciate the OP. This is exactly the kind of info that I appreciate having, in the same way my neighbor and I might exchange info on experiences with local plumbers. We all know that it is just one person's experience. And he also wrote simply to be cautious and do research before buying from them. There are no "condemnations" here, as you say. It's just some anecdotal information about a company that he has actually otherwise had good business with. I've never bought from them, so I appreciate the info, for what it's worth, and that from the other posters as well.

I have bought from Iguana Sell and very happy with the service. I have made a call to them and suggested that take an interest in this thread.

As I said, we all have a view on naming and shaming, your view is different to mine Sherbs unless the possibly guilty party is involved with the discussion. There have been a number of situations in the past on FPG where a potentially damaging allegation is made and less that half of the true facts have been presented.

This thread has a whiff of sour grapes/revenge more than a reminder of caveat emptor.

Suggest we wait and see if Iguana Sell makes a response thereby giving an explanation from their perspective as to the dispute.

For example, I have recently been involved in an online purchase that was not fit for purpose. The item was paid for by a credit card. The seller said that a refund had been given to the credit card, which was not backed up by the credit card company. After a week, I called the company and they again confirmed that a refund had been given. it turned out that the card company ( the largest in the world) was giving low priority to refunds and the seller was blame free. It would have been a simple matter for me to have gone on social media accusing the seller of poor service and possibly damaging their excellent service history.

[TSherbs]

We all have our own opinions on naming and shaming, especially when the organisation is not involved in the discussion.

The business has been trading since 2007 with a great many positive reviews. Without knowing what is happening inside the business I don't think it is right to condemn the business.

Have you tried calling them? Or used Facebook contact?

I actually appreciate the OP. This is exactly the kind of info that I appreciate having, in the same way my neighbor and I might exchange info on experiences with local plumbers. We all know that it is just one person's experience. And he also wrote simply to be cautious and do research before buying from them. There are no "condemnations" here, as you say. It's just some anecdotal information about a company that he has actually otherwise had good business with. I've never bought from them, so I appreciate the info, for what it's worth, and that from the other posters as well.

I have bought from Iguana Sell and very happy with the service. I have made a call to them and suggested that take an interest in this thread.

As I said, we all have a view on naming and shaming, your view is different to mine Sherbs unless the possibly guilty party is involved with the discussion. There have been a number of situations in the past on FPG where a potentially damaging allegation is made and less that half of the true facts have been presented.

This thread has a whiff of sour grapes/revenge more than a reminder of caveat emptor.

Suggest we wait and see if Iguana Sell makes a response thereby giving an explanation from their perspective as to the dispute.

For example, I have recently been involved in an online purchase that was not fit for purpose. The item was paid for by a credit card. The seller said that a refund had been given to the credit card, which was not backed up by the credit card company. After a week, I called the company and they again confirmed that a refund had been given. it turned out that the card company ( the largest in the world) was giving low priority to refunds and the seller was blame free. It would have been a simple matter for me to have gone on social media accusing the seller of poor service and possibly damaging their excellent service history.

"Potentially damaging" remarks? You kidding? Are you opposed to the idea of reviews? Are you opposed to the principle of community feedback? Do you work for this company in question? There are dozens of maker and seller and distributor review threads here, and not everyone is pleased with the service they have received. Whatever you "whiff" here might be your own bias toward the issue.

[RobJohnson]

We all have our own opinions on naming and shaming, especially when the organisation is not involved in the discussion.

The business has been trading since 2007 with a great many positive reviews. Without knowing what is happening inside the business I don't think it is right to condemn the business.

Have you tried calling them? Or used Facebook contact?

I actually appreciate the OP. This is exactly the kind of info that I appreciate having, in the same way my neighbor and I might exchange info on experiences with local plumbers. We all know that it is just one person's experience. And he also wrote simply to be cautious and do research before buying from them. There are no "condemnations" here, as you say. It's just some anecdotal information about a company that he has actually otherwise had good business with. I've never bought from them, so I appreciate the info, for what it's worth, and that from the other posters as well.

I have bought from Iguana Sell and very happy with the service. I have made a call to them and suggested that take an interest in this thread.

As I said, we all have a view on naming and shaming, your view is different to mine Sherbs unless the possibly guilty party is involved with the discussion. There have been a number of situations in the past on FPG where a potentially damaging allegation is made and less that half of the true facts have been presented.

This thread has a whiff of sour grapes/revenge more than a reminder of caveat emptor.

Suggest we wait and see if Iguana Sell makes a response thereby giving an explanation from their perspective as to the dispute.

For example, I have recently been involved in an online purchase that was not fit for purpose. The item was paid for by a credit card. The seller said that a refund had been given to the credit card, which was not backed up by the credit card company. After a week, I called the company and they again confirmed that a refund had been given. it turned out that the card company ( the largest in the world) was giving low priority to refunds and the seller was blame free. It would have been a simple matter for me to have gone on social media accusing the seller of poor service and possibly damaging their excellent service history.

"Potentially damaging" remarks? You kidding? Are you opposed to the idea of reviews? Are you opposed to the principle of community feedback? Do you work for this company in question? There are dozens of maker and seller and distributor review threads here, and not everyone is pleased with the service they have received. Whatever you "whiff" here might be your own bias toward the issue.



Yes I am opposed to Naming and Shaming without the full facts.

I do not work for this company in question.

We do not have the full facts. If Iguana Sell are guilty then fine, the OP is correct to accuse, name and shame but there has been a long history with other sellers and repairers that show how unusual it is for all the blame to be on one party alone.

[Johnny_S]

Seems to be a lot of fuss over not very much if ASD's interpretation is correct and not enough to justify the bad press on a long established business.

[amk]

Sounds rather as if with Covid IguanaSell may have tried to get someone to help out who wasn't really clued up and didn't tell the regular people what they were doing. I know I've been in touch with a couple of businesses and heard that they'd had to use contract or temporary staff and things weren't being done quite right. And if you're having to use teleworking staff as well it can get quite tricky.

One brewery had a cask of beer go missing for a while... unfortunately it didn't come in my direction :-) had just been sent to the wrong pub and wasn't checked on delivery.

[adhoc]

A Smug Dill, I'm just not the type of person to want to argue. If something isn't great in a restaurant I never say anything, I simply never return.

That said, two particular items do come in mind where I complained; aurora nebulosa limited edition pen which came with the worst nib I have ever seen, I would honestly be able to literally chisel out a better nib with a butter knife. I told them about it (I ordered an italic nib and - I am not exagerating - it was cut like a bad architect nib, so the cut was perpendicular to what it should have been + it would not write at all) and they told me that it's me and that the pen is fine. I took it to the forums and I was told Aurora can do no wrong and that it must be my fault for not understanding the pen. I'm sure you can still dig out my posts and pictures about it here and on FPN, should you be interested enough.

I have/had over 50-60 mid to high end fountain pens in my life (and countless cheapies), I have been using them for nearly 25 years, and I have had all grinds out there, be it flex, all sizes EF-3B, italic, oblique, architect, all of them. I am absolutely confident I was right and I was made an idiot out of, both in the community and by Iguana Sell. They did refund me in the end, however.

When I ordered the watch I told them just how badly scratched up it is, they told me "at least you got a good discount on it". I left it at that and I am done with them, even though I was such a frequent customer there some of the employees recognized me by name and even knew what kind of collection of pens I have (they asked me how is my collection of Lamys and Pelikans looking half a year after purchasing several of them).

I don't know, perhaps I just had bad luck, but that has been my experience. I am not lying.

Without looking it up I can tell from my memory I got badly damaged Aurora Nebulosa (refunded), Pelikan R800 Stresseman (accepted), Lamy 2000 50th anniversary amber (replaced), Laco Memmingen watch (accepted), 2 pilot vanishing points (replaced twice, upon which I just gave up). There's more, but this is just off the top of my head.

I do recall the Pelikan M800 Stresseman and Lamy 2000 SS came absolutely perfect, so I don't talk only negatives.

[724Seney]

I could not agree more about reporting one's experiences. This is not the first time I have stated this here.........
However, I also think it is critically important that both sides be provided an opportunity to describe the facts, as they understand them.
To that end, I am glad that someone has alerted IguanaSell about this thread. Having dealt with them many times, I would hope and expect they will respond with a post in this thread.

I'm not about to try and speculate who is right and who is wrong without hearing both sides of the story.

I was one of IguanaSell's first US based customers. Over the years, my experiences with IguanaSell have been extraordinarily good. As good as, if not better, than with any other online pen seller worldwide. They not only have never disappointed me, they have usually exceeded my expectations. Yes, there have been some glitches along the way; I acquired an ST Dupont pen from them a few years ago that had a tiny, almost unnoticeable chip in its Chinese lacquer. When I reported it to them I received a very lovely and apologetic response within the hour. I was offered return with an immediate full refund of every penny I had paid or the opportunity to keep it and receive an immediate 50% refund of my purchase price.

Nothing I have seen in any of the posts in this thread would dissuade me from placing an order with them right now, today.

[Johnny_S]

I can remember when a regular poster on here sold a pen through their website. The buyer was less than impressed with the state of the pen as it was received and they expected much more by the description of the pen, they reported how they felt and their disappointment, they named and shamed the seller.

Almost every poster on here truned on the buyer for naming and shaming and how inappropriate it was.

[724Seney]

I can remember when a regular poster on here sold a pen through their website. The buyer was less than impressed with the state of the pen as it was received and they expected much more by the description of the pen, they reported how they felt and their disappointment, they named and shamed the seller.

Almost every poster on here truned on the buyer for naming and shaming and how inappropriate it was.

Capricious, baseless "naming & shaming" is wrong and to be condemned.
So is the blind defense of someone just because they are a friend or well known FPN member.

I have been shocked with some of the reckless naming and shaming I have seen here.
And, likewise by the pushback and/or excuses some folks here will offer when a well known seller / fellow member / friend is reported by someone to have done a poor job with a sale.

Every story has (at least) two sides to it. It is my opinion that this Forum does everyone a favor... and no one a disservice.... by permitting a grievance to be aired and allowing / expecting it to be responded to in kind.

If there is to be a rule about such posts, I would suggest that it be an expectation the posts are fact / evidence based and not contain personal attacks or character assassinations. Given a descriptive, fact based contribution by each party with ample opportunity for additional, fact based, follow-up responses, each member can then decide for themselves whether or not the grievance has merit.

In my mind, this is a better way to go than to just turning a blind eye to something which was wrong. And definitely an improvement over the significant inconsistency we see here when a grievance is aired. Right now some such posts result in quite a bit of discussion and others get immediately shut down because the claim is made by someone that "we don't name and shame here."

[ethernautrix]

In don't understand the big deal about "naming and shaming." After all, what happens? Discussion. The issue balances out, more or less, in the scolding stage. People are quick to correct.


I don't see the problem.

[eachan]

If there is to be a rule about such posts, I would suggest that it be an expectation the posts are fact / evidence based and not contain personal attacks or character assassinations.

Believe it or not, there is such a rule. In addition, the person or company complained of should be contacted and given the opportunity to reply. Of course no-one pays a blind bit of notice.

[silverlifter]

In don't understand the big deal about "naming and shaming." After all, what happens? Discussion. The issue balances out, more or less, in the scolding stage. People are quick to correct.


It depends if the shamed party has an opportunity to present their side of the story. There was the very recent example where someone opened threads here and on FPN and pretty blatantly misrepresented the facts in order to paint themselves in a sympathetic light. It was only much later that the other party showed up and corrected the record.

By the time that happens, lots of people across two sites have read the top of the thread and formed a (negative) opinion of the shamed seller, but may not have stuck around for the rest of the thread (on either site) and read the conclusion.

This is definitely exacerbated by the current situation where people may not have the time, or the inclination, to be reading boards to check this sort of thing. Many are just dealing with the effects of the pandemic on their families, friends, and businesses.

So, yes, it may balance out, But sometimes, the damage is done in some people's minds. I'm not averse to these types of threads, mind, because it does reveal things about the character of both the plaintiff and the accused, but one should always allow for an inevitable element of internet drama :p

[Jon Szanto]

In don't understand the big deal about "naming and shaming."

On top of what silverlifter has offered, I would suggest another issue: we live in the era of Yelpers. It can get very not pretty (https://www.inc.com/magazine/20100201/youve-been-yelped.html). I think there are parallels to the kind of activity discussed in this thread, but I have absolutely no idea how to remedy or if a remedy is needed. It isn't as if bad deals have never occurred, just as there are certainly legions of PITA customers.

Also, is Mr. Dill getting paid by the word? ;)

[FredRydr]

...Also, is Mr. Dill getting paid by the word? ;)
I think it was explained in the long long post about double posts, crossposts, fenceposts, hyperlinks and golf links.

[TSherbs]

Believe it or not, there is such a rule. In addition, the person or company complained of should be contacted and given the opportunity to reply. Of course no-one pays a blind bit of notice.

The OP explains how multiple contacts with the seller were made. There has been no naming and shaming here. More like sycophantic protectionism.

Like I said above, this is exactly what these review threads are for: discussing product and seller experiences.

[TSherbs]

In don't understand the big deal about "naming and shaming." After all, what happens? Discussion. The issue balances out, more or less, in the scolding stage. People are quick to correct.


I don't see the problem.

Nor I, especially when the OP explains how often he has contacted the seller and been confused by the responses. We all know this does not "shame" the seller. It's just one poster seeking advice and making a cautionary suggestion. I, for one, am grateful for it. It doesn't mean that I think the seller is trash. It's another data point shared by an individual. Why are we so protective of sellers? Screw them. This site is not a shill for the selling class.

[Chrissy]

If there is to be a rule about such posts, I would suggest that it be an expectation the posts are fact / evidence based and not contain personal attacks or character assassinations.

Believe it or not, there is such a rule. In addition, the person or company complained of should be contacted and given the opportunity to reply. Of course no-one pays a blind bit of notice.

Yes the Market Feedback forum (http://fpgeeks.com/forum/showthread.php/4-Market-Feedback-Rules) has a sticky post at the top detailing those rules.

[Empty_of_Clouds]

In don't understand the big deal about "naming and shaming." After all, what happens? Discussion. The issue balances out, more or less, in the scolding stage. People are quick to correct.


I don't see the problem.

Nor I, especially when the OP explains how often he has contacted the seller and been confused by the responses. We all know this does not "shame" the seller. It's just one poster seeking advice and making a cautionary suggestion. I, for one, am grateful for it. It doesn't mean that I think the seller is trash. It's another data point shared by an individual. Why are we so protective of sellers? Screw them. This site is not a shill for the selling class.

Caution, bend ahead! There is a sliding scale of acceptability here when it comes to being critical of sellers. Some are fairer game than others.

[TSherbs]

Caution, bend ahead! There is a sliding scale of acceptability here when it comes to being critical of sellers. Some are fairer game than others.

My hands are back on the wheel! ;)

[eachan]

Believe it or not, there is such a rule. In addition, the person or company complained of should be contacted and given the opportunity to reply. Of course no-one pays a blind bit of notice.

The OP explains how multiple contacts with the seller were made. There has been no naming and shaming here. More like sycophantic protectionism.

Like I said above, this is exactly what these review threads are for: discussing product and seller experiences.

Has the seller been made aware he is being discussed here and been given the opportunity to reply?

[TSherbs]

Has the seller been made aware he is being discussed here and been given the opportunity to reply?

If you're asking me, I have no idea. Someone said above that they contacted them, but I have no knowledge of this. But to be clear, I don't care. The rules say a mod would do this, but Dan, who wrote that rule 10 years ago, is no longer a mod here. But again, this thread needs no intervention. It is mild and reasonable. The negative reactions have been unwarranted.

[silverlifter]

It is mild and reasonable. The negative reactions have been unwarranted.

Reason suggests a hearing for both sides. I don't see how you can label one of them unwarranted. As long as the discourse is reasonable, ie., doesn't descend into acrimony or bullshit, then reactions--either positive or negative--are warranted.

[TSherbs]

It is mild and reasonable. The negative reactions have been unwarranted.

Reason suggests a hearing for both sides. I don't see how you can label one of them unwarranted. As long as the discourse is reasonable, ie., doesn't descend into acrimony or bullshit, then reactions--either positive or negative--are warranted.

The criticism of the OP as engaging in "name and shame" was unwarranted. Suggesting that the OP was somehow out for "revenge" or "damage" was unwarranted. I would call these "bullshit" (your term).

Reports of positive experiences with iguanasell are of course warranted, and somewhat broad in scope (it appears here).

[ethernautrix]

Yeah. I'm not seeing the shame part. This isn't a courtroom, nor a lawsuit.

Buyer had a confounding experience and wanted to know if others had experienced the same or similar, for reassurance, I gather.

I'm not concerned about other readers who form opinions before discovering more about an issue (Buyer's confusion, criticism, or complaint).

Again, the backlash is swift in these matters -- and generates much discussion. Here we are.

I certainly felt constrained about sharing my experiences with a well-loved and respected nib meister (years ago, back when such posts weren't verboten on FPN). No wonder these vendors are so highly esteemed. There is no other option. Not sure why they need such protection. Some honest feedback could help them improve their business.

[724Seney]

Yeah. I'm not seeing the shame part. This isn't a courtroom, nor a lawsuit.

Buyer had a confounding experience and wanted to know if others had experienced the same or similar, for reassurance, I gather.

I'm not concerned about other readers who form opinions before discovering more about an issue (Buyer's confusion, criticism, or complaint).

Again, the backlash is swift in these matters -- and generates much discussion. Here we are.

I certainly felt constrained about sharing my experiences with a well-loved and respected nib meister (years ago, back when such posts weren't verboten on FPN). No wonder these vendors are so highly esteemed. There is no other option. Not sure why they need such protection. Some honest feedback could help them improve their business.

+1
"What she said.......!!!"

[sworist]

IguanaSell has issued a refund, and have issued an apology.

"We already have proceeded with the cancelation and the refund, but due to the high occupancy season we have a slight delay with managing inquiries.
At Iguana Sell we do mind the prompt responses and the customer service. This being said, our colleagues will work in extra shifts in order to get everything solved as soon as possible."

At this point, it seems like the staff is overworked - especially since it is of the holidays. Perhaps this is the case, where something fell through the cracks.

Anyways, I never meant this to be as a IguanaSell is the worst seller ever, you should never buy from them <- Based on my experience and others you can decide that for yourself, but I wanted to inform everyone of my situation so that one can make wiser decisions with purchases... I also wanted to reach out and see if anyone else had a similar experience, since at that point, it could be a trend not a anomaly.

I have seen plenty of reviews where buyer is happy, and at the end of the day IguanaSell has made it right though it might have been because of the review

[sworist]

We all have our own opinions on naming and shaming, especially when the organisation is not involved in the discussion.

The business has been trading since 2007 with a great many positive reviews. Without knowing what is happening inside the business I don't think it is right to condemn the business.

Have you tried calling them? Or used Facebook contact?

I actually appreciate the OP. This is exactly the kind of info that I appreciate having, in the same way my neighbor and I might exchange info on experiences with local plumbers. We all know that it is just one person's experience. And he also wrote simply to be cautious and do research before buying from them. There are no "condemnations" here, as you say. It's just some anecdotal information about a company that he has actually otherwise had good business with. I've never bought from them, so I appreciate the info, for what it's worth, and that from the other posters as well.

I have bought from Iguana Sell and very happy with the service. I have made a call to them and suggested that take an interest in this thread.

As I said, we all have a view on naming and shaming, your view is different to mine Sherbs unless the possibly guilty party is involved with the discussion. There have been a number of situations in the past on FPG where a potentially damaging allegation is made and less that half of the true facts have been presented.

This thread has a whiff of sour grapes/revenge more than a reminder of caveat emptor.

Suggest we wait and see if Iguana Sell makes a response thereby giving an explanation from their perspective as to the dispute.

For example, I have recently been involved in an online purchase that was not fit for purpose. The item was paid for by a credit card. The seller said that a refund had been given to the credit card, which was not backed up by the credit card company. After a week, I called the company and they again confirmed that a refund had been given. it turned out that the card company ( the largest in the world) was giving low priority to refunds and the seller was blame free. It would have been a simple matter for me to have gone on social media accusing the seller of poor service and possibly damaging their excellent service history.

I purchased through paypal. I would have been given instant notification since paypal does same day refunds, while it may take awhile for it to show up on my credit card, it would - and has - shown up on my paypal transactions.

As for revenge, not sure what "revenge" is to be had. I have shared my experiences and you can share yours. While mine was somewhat confounding, I tried to be understanding and have reached out to the community to see if there were similar incidents, or if this was a anomaly.

As for contact, I did try using their chat options, but I do not use Facebook or whatsapp as suggested on their website. I always communicate through email, and it has worked well for me so far.... with responses that were given within 24 hours.

[Johnny_S]

Believe it or not, there is such a rule. In addition, the person or company complained of should be contacted and given the opportunity to reply. Of course no-one pays a blind bit of notice.

The OP explains how multiple contacts with the seller were made. There has been no naming and shaming here. More like sycophantic protectionism.

Like I said above, this is exactly what these review threads are for: discussing product and seller experiences.

Has the seller been made aware he is being discussed here and been given the opportunity to reply?

I think that someone said that they had called.

The seller is in Spain where strict lockdown applies, perhaps the employees are not at work, perhaps the money people are not working.

I have left a message on twitter.

[Johnny_S]

We all have our own opinions on naming and shaming, especially when the organisation is not involved in the discussion.

The business has been trading since 2007 with a great many positive reviews. Without knowing what is happening inside the business I don't think it is right to condemn the business.

Have you tried calling them? Or used Facebook contact?

I actually appreciate the OP. This is exactly the kind of info that I appreciate having, in the same way my neighbor and I might exchange info on experiences with local plumbers. We all know that it is just one person's experience. And he also wrote simply to be cautious and do research before buying from them. There are no "condemnations" here, as you say. It's just some anecdotal information about a company that he has actually otherwise had good business with. I've never bought from them, so I appreciate the info, for what it's worth, and that from the other posters as well.

I have bought from Iguana Sell and very happy with the service. I have made a call to them and suggested that take an interest in this thread.

As I said, we all have a view on naming and shaming, your view is different to mine Sherbs unless the possibly guilty party is involved with the discussion. There have been a number of situations in the past on FPG where a potentially damaging allegation is made and less that half of the true facts have been presented.

This thread has a whiff of sour grapes/revenge more than a reminder of caveat emptor.

Suggest we wait and see if Iguana Sell makes a response thereby giving an explanation from their perspective as to the dispute.

For example, I have recently been involved in an online purchase that was not fit for purpose. The item was paid for by a credit card. The seller said that a refund had been given to the credit card, which was not backed up by the credit card company. After a week, I called the company and they again confirmed that a refund had been given. it turned out that the card company ( the largest in the world) was giving low priority to refunds and the seller was blame free. It would have been a simple matter for me to have gone on social media accusing the seller of poor service and possibly damaging their excellent service history.

I purchased through paypal. I would have been given instant notification since paypal does same day refunds, while it may take awhile for it to show up on my credit card, it would - and has - shown up on my paypal transactions.

As for revenge, not sure what "revenge" is to be had. I have shared my experiences and you can share yours. While mine was somewhat confounding, I tried to be understanding and have reached out to the community to see if there were similar incidents, or if this was a anomaly.

As for contact, I did try using their chat options, but I do not use Facebook or whatsapp as suggested on their website. I always communicate through email, and it has worked well for me so far.... with responses that were given within 24 hours.

I don't use Paypal myself but I am aware that they are not good at notifiying of refunds, even though they have instructions from their client.

Have you tried speaking to Iguanasell before going public on their service?

[Johnny_S]

In don't understand the big deal about "naming and shaming." After all, what happens? Discussion. The issue balances out, more or less, in the scolding stage. People are quick to correct.


I don't see the problem.

One potential problem is that if the naming and shaming is unreasonable and the injured party can show a financial loss then there has been cases in Europe where the forum AND the poster has been held liable.

The defence for this action by the poster would be to show that the libel was accurate.

[TSherbs]

@Dill

That's a long, extremist response. There's no war here, no real battle. It's rhetoric. I don't want anyone to starve or die or go to jail or suffer in the flames of hell.

Well, I can think of a few. But not here at fpg. When I mean something like that, I save it for my prayers.

But this has since been resolved amicably with iguanasell. Awesome! And thanks to sworist for the additional data point to our collective experience database.

[ethernautrix]

In don't understand the big deal about "naming and shaming." After all, what happens? Discussion. The issue balances out, more or less, in the scolding stage. People are quick to correct.


I don't see the problem.

One potential problem is that if the naming and shaming is unreasonable and the injured party can show a financial loss then there has been cases in Europe where the forum AND the poster has been held liable.

Good. Maybe people will learn how to describe their experiences so as not to be found guilty of libel. Ya know, let's not be too hasty: the way to the lesson is through it.

[sworist]

I don't use Paypal myself but I am aware that they are not good at notifiying of refunds, even though they have instructions from their client.

Have you tried speaking to Iguanasell before going public on their service?

The matter with paypal - that it is "not good at notifiying of refunds, even though they have instructions from their client" is blatantly untrue. Perhaps I should call paypal? <- Sarcasm, if it wasn't unclear
When a client refunds (and I have issued invoices and refunds before) within 3-4 minutes you will get a message of the transaction. This is a automated system where you click "refund" and the system instantly processes it.

I have sent them over 3 emails and a chat message. I thought that was more than enough reminders, with more than enough time so I decided to leave my experience here.

And if you think my statement was libel, I described my actions and theirs and have emails and chat logs to back it up.

[Fermata]

I don't use Paypal myself but I am aware that they are not good at notifiying of refunds, even though they have instructions from their client.

Have you tried speaking to Iguanasell before going public on their service?

But have you tried speaking to PayPal before claiming in public that it is “not good at notifying of refunds” and risking the company's good name?

The timestamp of the email I received from Iguana Sell's web shop platform notifying me of order cancellation is the same (to the minute) as the timestamp of the email I received from PayPal notifying me of the refund. Just now I went into my Iguana Sell account and reviewed the details of the order, and the time of order cancellation matches the timestamps of the aforementioned email messages.

I've been refunded by other online retailers (based in Europe and in USA) through PayPal in the past as well, and there were no delays in email notification from PayPal of such as far as I can recall. In some instances, I was in online chat with the retailer, and by the time the person on the other end told me, “I've just issued a refund,” I've already read PayPal's email notification.


Iguanasell are in Lockdown.

[Johnny_S]

I don't use Paypal myself but I am aware that they are not good at notifiying of refunds, even though they have instructions from their client.

Have you tried speaking to Iguanasell before going public on their service?

The matter with paypal - that it is "not good at notifiying of refunds, even though they have instructions from their client" is blatantly untrue. Perhaps I should call paypal? <- Sarcasm, if it wasn't unclear
When a client refunds (and I have issued invoices and refunds before) within 3-4 minutes you will get a message of the transaction. This is a automated system where you click "refund" and the system instantly processes it.

I have sent them over 3 emails and a chat message. I thought that was more than enough reminders, with more than enough time so I decided to leave my experience here.

And if you think my statement was libel, I described my actions and theirs and have emails and chat logs to back it up.

I have no issue whether or not you libel anyone, not my problem.

Iguanasell have had fair warning, if they walk away from their responsibilities and do not wish to take part is their issue.

[Chrissy]

I've been refunded by other online retailers (based in Europe and in USA) through PayPal in the past as well, and there were no delays in email notification from PayPal of such as far as I can recall. In some instances, I was in online chat with the retailer, and by the time the person on the other end told me, “I've just issued a refund,” I've already read PayPal's email notification.
This has been my experience with PayPal email notifications too.

[TSherbs]

Dill, you seem to be belaboring both sides of this issue. Actually, the matter has now been resolved for sworist. Iguanasell kicked into proper gear.

[TSherbs]

roger roger