Thread: Herban Devi On Etsy

On January 12th I purchased a pair of pants from Herban Devi on Etsy . I purchased another pair that had gone out of stock when I purchased the first pair on January 16th.

When I purchased the first pair I messaged the seller that I was interested in pair #2, she quickly responded that she would be listing them "shortly" and to message her if I did buy them so I could get the combined shipping deal and have them sent together, and she would refund me the difference.

I purchased pair #2 on the 16th, and sent her a message letting her know. I got another very quick response saying thanks for my business.

Than the "turnaround time" changed. It went from 1.5 to 2.5 weeks to 2.5 to 3.5 weeks.I didn't get any kind of notification, I found out through the shop announcements on her shops page. I didn't say anything at the time, there handmade to my size I understand handmade things don't just pop out of thin air and do take time.

February 2nd (4 weeks later) both pants were marked as being shipped. I had paid full shipping for both pairs I never got a refund of the difference like I had been told I would before, I figured with it being international shipping (and how long the wait time had been) that the seller had bumped the shipping up to the next level and would send them faster.

I was so excited.

Than one pair of pants showed up. Just one pair, no note no invoice just a business card.

Than I waited, and waited and waited. I figured something had gone weird and contacted the seller on February 20th asking for a tracking # or customs # or something so I could find out where these pants were. I got a super quick response saying she would get back to me ASAP.

I didn't hear anything for a week, the whole time the seller kept putting up mew items in her shop.

I started to wonder if she had forgotten to include them in the package.

(Part 2 because I'm super long winded)


Than i got a message a week later saying she figured they had gone AWOL, couldn't find her receipt and would send another. She asked that if they showed up in the mean time if I would send them back, which I agreed to, She even offered to pay shipping!

Than I got another message shortly after (i think it wasn't more than 15 mins) She had found the receipt and needed my email to send me a copy (she had it on the online invoice on etsy that has my email on it) I sent her my email.

I didn't hear anything form her or receive an email. But she was still listing stuff on etsy and responding to other people!

I started to get really nervous, she had gone from responding to my messages quickly to responding days later, I was at the 40 day mark with paypal and was afraid she would wait out the 45 days and was just stringing me along long enough to go 11"oh sorry no pants for you!"

I opened an "item not received" dispute (not a claim!) and I asked again through paypal for the shipping info she had told me would sent.

I didn't hear anything through paypal or etsy or my email.
I sent another message;

Hi,

I've been busy for the past few days and just wanted to touch base with you. They still haven't show up.
I saw your message about shipping out a new pair of pants, I just wanted to see if you still wanted to go in that direction. If they did show up in the mean time I would ship them back (I don't want karma to come after me)
I've only had one other thing take this long to show up (it was coming from over seas though) but it had tracking on it, so I'm at a loss as to what to do now.
If you could still please send me the customs # that would be great. I can see if theres a way to find out if they made it through customs than.
I just would like to know whats going on.

Thanks
Tash


I let for work figuring id have a response by that evening. I never received a response from that message. Ever.

The day after I escalated to a claim through paypal. I got a response through paypal from the seller in less than 10 mins, with a customs # as the tracking #.

I didn't know you could track with a customs number in the USPS system, but they were last scanned in California on the 8th of February.

I figured paypal would find against me, but they didn't.

So I did get my money back (but i lost some of it due to conversion :( )

I got a snarky message saying she was canceling the transaction because of paypal. So I didn't get to give feedback.

I don't know if this will come across as vindictive but I thought i would put this out there. so even if I cant leave direct feed back I can at least give a heads up as to what happened with my order.

So, I purchased a pair of pants and a top from her as well. Relatively decent communication, but when I got my package, it included the right ITEMS but in the wrong color. I like the color the items were sent in, but it wasn't what I ordered. But, in the hand and all that. I sent her a note informing her of the difference and asking for a discount on a new order (same set, just in the colors I ordered, since I had a specific reason asking for those colors). She offered to pay shipping for me to send it back.

So, the sizing was a bit off, but in the form of being too big, which can be fixed, but custom ordered means you get what you ask for, right?

Her response puzzles me because if she had even given me a 10% discount, it would have covered the shipping that she offered to pay AND she would have made money on an ADDITIONAL item.

I know working from home and doing a custom business is tricky, but it IS still a business.

No issues with the quality. It's a shame about the business practices, I like her stuff and would have ordered from her again.

Thanks for the postings. I have seen her stuff and liked it too, but am definitely put off her store now.

Hello! My name is Angela, and I'm actually helping out with Herban Devi. I came across this thread, and spoke with Jennifer (the designer and sole seamstress for Herban Devi). She remembers your transactions clearly. She was at the time and is still extremely sorry for the way both of your situations worked out.

At the time these situations occurred, Jennifer was handling the sewing and customer service by herself, which was a huge task!! She tried very hard to maintain every situation properly and professionally, but eventually it became too much for one person....

Because she recognized this, she asked for my help. I'm now helping her out with customer service (including Etsy convos, PayPal refunds, etc.). We are trying very hard to avoid future communication lapses and so far this extra help has made a huge improvement!

I just wanted to reach out and express Herban Devi's position, and let you know what steps Jennifer has taken since the time of these issues to AVOID similar missteps from happening in the future!

Customer service is just as important to Herban Devi as the quality of the clothes we make. Please, if you would like to discuss further, do not hesitate to contact me (either on Etsy, Facebook, or at herbandevi_mod@yahoo.com)! That's why I'm here now

Much love and blessings,
~ Angela

Angela, it's great to hear she is getting some help! I know transitions can be rough as you grow, and I was dismayed when heard the problems since I have ordered without issue in the past. Hope things work out!

That's so great to hear, Lara, and thank you!

We are all only human, I guess, and learning from mistakes is an important part of life AND running a small business.. I personally promise that Herban Devi will always do our best to correct any issues that may arise.

Muah!
~ HD Angela

Originally Posted by HD Angela

Hello! My name is Angela, and I'm actually helping out with Herban Devi. I came across this thread, and spoke with Jennifer (the designer and sole seamstress for Herban Devi). She remembers your transactions clearly. She was at the time and is still extremely sorry for the way both of your situations worked out.

At the time these situations occurred, Jennifer was handling the sewing and customer service by herself, which was a huge task!! She tried very hard to maintain every situation properly and professionally, but eventually it became too much for one person....

Because she recognized this, she asked for my help. I'm now helping her out with customer service (including Etsy convos, PayPal refunds, etc.). We are trying very hard to avoid future communication lapses and so far this extra help has made a huge improvement!

I just wanted to reach out and express Herban Devi's position, and let you know what steps Jennifer has taken since the time of these issues to AVOID similar missteps from happening in the future!

Customer service is just as important to Herban Devi as the quality of the clothes we make. Please, if you would like to discuss further, do not hesitate to contact me (either on Etsy, Facebook, or at herbandevi_mod@yahoo.com)! That's why I'm here now

Much love and blessings,
~ Angela

Thank you for your note. I was very happy with the quality and the work, even the color I got is fabulous, although it's not what I ordered.

I hope that things go better now, but I'm still reluctant to order given the turn around time and the concern that I wouldn't get what I ordered.

I might be induced with a discount, since I do like her work.