ThePleasureEden.com is a sex toy store that uses dropshippers such as SexToyDistributing.com to fulfill orders. Their site advertises a 25% discount on all orders over $69, so, wanting some things that are rarely on sale I placed two orders, totaling about $312 including shipping.
The first box arrived without a packing slip, and missing one $60 item. I contacted John (the owner of the site, he also performs his own customer service) via the site's contact form to let them know that there was an item missing and so began a slew of email corrospondence that is summarized below:
Day 1: I placed two orders. My card was charged immediately.
Day 12: The first order arrived in two boxes, and it was missing one item.
Day 16: The second order arrived, but was also missing one item.
Days 16,20, 26, and 29:* I emailed support and asked about the missing items but got no response.
Day 30: The site owner emails me back, tells me that one item was reshipped, and the other is back-ordered and asks if I want a refund or store credit. I email him back and request a refund for the unshipped item.
Days 30-49: I sent him more follow up emails only to be ignored. When I threatened a chargeback he replied and blamed my spam filters, then told me both items were back ordered and he didn't get my email asking for credit. I ask about his claim that the missing item had shipped, threaten a chargeback again and he responds by saying "I really don't have time for you anymore", and that's the end of our dealings. As an aside, I was religiously checking all of my spam filtered messages for responses and I found none.
The actual emails are copied and pasted below should you be interested. (I ommitted last names, phone numbers, email addresses, etc) The bottom line is that ThePleasureEden.com is nothing special. It's a cookie cutter site that uses drop shippers for order fulfillment for products that are available anywhere else. Their perpetual "25% off your entire order" promo comes at the cost of poor customer service, a ton of time tracking down your order, insults, and the likelyhood of missing items never to be found again.
| Email From Me:
Hi,
Today I received a package that contained a partial order (#308) and I wanted to verify with you that the rest of the order is on its way as I have not received any communication telling me of multiple packages or backorders. Here's what I've received:
VF557 NJOY Pure Plugs Choose 1"
VF557 NJOY Pure Plugs Choose 1.5"
LL1050 Lelo Bob
I'm still waiting on:
VF557 NJOY Pure Plugs Choose 1.25"
TS135 Adam and Eve Pleaser
EC100-BLK Bondage Tape
SP240 Purple Fur Lined Leather Blindfold
Thank you,
Mark
| Email From John:
Hi Mark,
Yes we had to send your order from two locations you should of received an email stating this.
Thank you for your order
John
www.thepleasureeden.com
| Email From Me:
Thanks for the update. Was the other half sent ups as well or USPS. Also, I was wondering why order 318 hasn't yet shipped. And I know it's late there, no need to respond until tomorrow. Thanks for the speedy response to my last email.
Mark
| Email From John:
Hi mark,
Your entire order has shipped my supplier have just update thier system and we are a little behind on tracking number. I will get you the tracking numbers soon.
Sorry for the delay.
John
Sent from my iPhone
| Email From Me:
No worries John, thanks for the update.
| Email From Me:
Hi John,
The second half of my first order arrived today thanks. If you're having issues with the drop-shipper I completely understand and wouldn't mind cancelling the second order if it'll kill your profit or cause more trouble than it's worth.
Thanks,
Mark
: This second box contained everything except for one item - the nJoy medium plug. I jumped the gun and emailed him before checking everything - I address this in my next email to him below
| Email From John:
Hi mark
It is not a problem at all. Allot of the suppliers don't like to ship to Hawaii. I'm happy to cut my profits to supply all of Hawaii if I can. Your second order should arrive soon.
Have a good night,
John
Sent from my iPhone
| Email From Me:
Hi John,
Sorry for the barrage of emails, I just realized that there is still one item missing from the first order SKU: VF557 - NJOY Pure Plugs 1.25". The other NJOY plugs came in the first order, along with the LELO Bob but there was no packing slip included so I'm not sure if this one was supposed to be in there or not.
Mark
| Email From Me:
Ok, I received another package today. This one was from XR and contained 4 out of 5 items from my second order. So everything has arrived except for one item from each order. If they haven't shipped yet I would prefer a refund for them, but am willing to wait if need be. Here's what's missing:
Order 308: I've received everything except for 1 x NJOY Pure Plugs 1.25; SKU VF557 $59.94
Order 318: I've received everything except for 1 x Bubble Sleeve; SKU SE170214 $8.55
And once again, thanks for the assistance..
Mark
| Email From Me:
Hi John,
Any news on these last two items?
| Email From Me:
I've been pretty patient and understanding so far, John. Have you given up and started ignoring my emails? What is the status on the two remaining items?
Mark
| Email From Me:
Mr (John's Last Name),
It's been a month now, I still don't have complete orders and I've received no response to the last three emails I've sent you. If I don't hear anything by Wednesday next week I will call my bank to determine what the correct action is regarding a partial/full chargeback. If they tell me that I can only initiate a complete chargeback then I will initiate one and then contact you to arrange a new invoice that includes only the shipped items, and not those which were not shipped. If I still don't get a response I will mail a check for the amended amount to you directly at.
I am no longer interested in the merchandise, as it has been acquired locally. If you have been responding to my emails and I somehow have not received your them, give me a call at so we can resolve this immediately.
Thank you,
Mark
| Email From John:
Hi mark,
I have sent you several emails from [email protected] are they going to your spam mail? The njoy item was resent from your first order and the bubble head was back ordered so we were asking if you would like a refund on that item or store credit?
Please responed back asap so I know that you have received this email
John
Sent from my iPhone
| Email From Me:
Thanks for the quick email. I'm not sure where the other mails were going I've added you to my safe senders list and I've been searching the spam folder for your email address before clearing it out but stuff still happens. That's why I included my phone number. The last email I received was on the 15th.
If the nJoy was already shipped then I will accept it, please refund the remainder for the sleeve though. Do your records indicate that the nJoy was included in my first shipment? I'm wondering since you said it was resent, ' it really didn't arrive in the first box, there wasn't a packing slip either. I'm not complaining, just wanted to make sure you know in case it happens more in the future.
I'm fine now, just wanted to know that you hadn't given up on this order, and thank you for your prompt responses.
Mark
| Email From Me:
John,
It's been another two weeks and the resent' item still has not arrived, nor have I seen a credit to my card. It's been a month and a half since my initial order (s) What was the ship date, carrier and do you have a tracking number?
Mark
| Email From John:
_Check your spam mail.
Sent from my iPhone
| Email From Me:
I expected that answer, so I haven't deleted my spam messages since my last email to you. I've tried searching it using keywords john jinx eden and a few more but there is nothing there. Perhaps you can tell me what to search for. Regardless, it's nearly been two months and neither order has been completed. I'm done waiting for you John.
Mark
| Email From John:
It said that the item is backoredered do you want a credit, refund or wait. I also do by like threats do not ever order from my site again.
John
Sent from my iPhone
| Email From Me:
I emailed you back (several times) and told you to credit my account (This was two weeks ago). You also said you were shipping the item that was missing from order number one but so far you've ignored my requests for shipping dates/carriers/etc. Anyway, I'm done with this. The 60 day credit card dispute window is days from closing so I have just filed a dispute with my bank for both orders. They will contact me within five days to confirm the details, so you have that long to credit me for both the sleeve and the missing nJoy. It takes a good 24 hours for me to be able to confirm a credit so if this is what you choose to do then it need to be expedient. Otherwise I will proceed with the dispute process.
I'm sorry that you don't appreciate threats', but I don't appreciate thieves.
Mark
| Email From John:
Guess what! I'm not crediting you a dime until the disputes (both false) are settled.
You just opened panderas box
Be sure to tell them the nature of the items, and the tracking numbers that you already have rest assured that I will.
John
| Email From Me:
John, I don't have any tracking numbers. You never sent me any. What are they? Send them to me I've only asked for them four times so far! And what, you're going to try and extort me because these are sex toys? Big freaking deal, what are you 12 years old? It takes more than that to make me blush.
Why not just give me the tracking number for the missing item and I can close the dispute? Why hide it from me and give it to the investigator? Why haven't you shipped the missing item and credited me for the backorder as requested? I have been the ultimate of polite and understanding for 6 weeks worth of waiting and email games. What is your deal? Just fulfill the order and lets be done with this already!
| Email From Me:
I'm attaching a slew of emails that I sent you regarding the missing item and the credit for the backorder. I asked for tracking information no less than three times and I requested a refund for the other item two weeks ago. I don't understand why you are taking this so personally and refusing to complete this order which was paid for six weeks ago.
[6 previous emails to John attached]
| Email From John:
Mark,
My system sends out the emails that is why I am using this email address
I just had my system send you 4 emails did you receive any?
Sent from my iPhone
| Email From John:
If you are going to file a dispute over this go ahead. The reason for the nature of the items is because it is NOT COVERED! As long as I give them the two original tracking numbers. Now for the umpteen time the other items are out of stock! When that happens my system sends an email asking what the hell you would like to do! That is why i asked you to check you spam Also, we have many people that have buyers regret after ordering and then try to get the money back. They always say the items were not received and instead of shipping it out again just want their money back. Just like you!
John
Sent from my iPhone
| Email From Me:
John,
I have not received a single email from your system other than the order confirmation emails that where generated at the time of purchase. The only other ones I've been receiving are the are tagged Sent from my iPhone. I check my spam folder religiously and have been searching it regularly as well.
I'm not claiming that the orders were not received, I'm claiming that two items were missing from the orders. One of which you confirmed back-ordered and asked me whether I wanted a refund or credit to which I DID respond and asked for a refund, and the second was a single missing toy valued at a mere $60 (in a set of orders totaling over $300).. I asked several times for you to ship the item not for a refund. I only asked for a refund after purchasing this toy elsewhere because we grew tired of waiting and I wasn't receiving your system's emails. Even after that though, you told me The njoy item was resent from your first order (email dated May 1st) and I was willing to accept it - but now you say it's back ordered? Was it sent or not? Did you not receive my email (attached) in which I asked for a refund for the back ordered sleeve? Surely you can step into my shoes and understand my perspective before becoming belligerent? If you aren't going to ship the item or issue a refund for it please, please stop jerking me around and just tell me so I can move on.
Look at this from my perspective for a moment. If you had placed these orders two months ago, and were not receiving responses to your emails how would you handle it? I initiated the dispute with my bank, but I don't intend to lie to the investigator, I filled out a web form and they will call me for the details. If it turns out that this situation isn't covered then so be it I guess I'm out $70 worth of stuff that I paid for. Caveat emptor, right?
Mark
| Email From John:
I really don't care if you filed a dispute. I really don't have time for you anymore.
I am sending you emails from this email address because you are claiming you don't get them from [email protected]
Have a good night
Sent from my iPhone
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