Let me tell you about a customer experience from hell.
StockX is a platform for people to buy and sell limited edition sneakers and other apparel. At 4:43 AM, I received a notification that my PayPal was charged for $364.36 USD.
I saw this notification about an hour after it came in and immediately emailed their support email explaining this unauthorized charge. I hopped onto the StockX website to find that the email address on file for my account was changed. I immediately clicked to unlink my PayPal from StockX before another charge would occur.
I discovered that someone purchased a Supreme x North Face backpack and had planned to ship it to Paris, France.
After no response for an hour, I decided to log into PayPal to place a hold on the charge, before the money was gone for good. What happens next? They ban me for denying the charge.
We will be suspending your account indefinitely due to a chargeback via PayPal. We cannot risk another future chargeback from your account. We do not allow any returns, or exchanges on StockX.
Finally, a support agent reaches out to my original email, saying they cannot find the fraudulent item that was purchased. I go to login to StockX so I can send over a screenshot about the fraudulent email and the page loads blank, because my account is disabled.
So how exactly did this happen?
- StockX allows you to easily change the email address on file without confirming the change from the old email. This means receipt emails for fraudulent will avoid your inbox.
- The PayPal link they have in place must not require a password to re-login via PayPal before purchasing
Figure it out, Russ.
What an awful company – hope they get things figured out. Try calling them.
I told them to call me, and the support agent (Jan) told me: “We are not a call center, therefore this our only form of communcation.”
Apparently you have to be a call center to have a phone.
Brutal. Good luck