Catherine R.
Never received the order-no refund or process of recovery from the business.
I never received the order. When I reached out to the business, they said they couldn't help, and USPS had marked it as delivered even though it never arrived, and that I would have to follow up on it and file a police report. I'm too busy, I work full time and I'm also in grad school full time, so I don't have time to do all this. I wouldn't recommend buying from them if they are still using USPS and have no insurance on their product or way of ensuring their product reaches the buyer and a process of refunding or following up on it if it doesn't. Not a really good business plan.
Response from Persephone's HearthMay 30, 2025
Hello Catherine. We understand how frustrating it is when a package is missing. We do have shipping insurance on all our products, but we cannot file a claim if the product is marked “delivered” and you’re unwilling to contact your local post office. We did offer to help you, but you never got back to us. You reached out to us over a month after the tracking number marked your order as “delivered”. You asked for a replacement or refund. We have a 30 day return/refund policy, which had passed, but we were willing to work with you under the circumstances. As per our store policy, if a delivery is marked as delivered but wasn’t received by the customer, we have protocols in place. First, we ask that the customer contact their local USPS to ask where it was left - it may have been accidentally delivered to the incorrect address. If USPS says they mis-delivered, we can file an insurance claim and give you a refund or replacement. Second, if USPS does confirms it delivered to the correct address, we ask that you file a police report for theft. Once this report is filed and shown to us, we are happy to send a refund or replacement. After relaying these options to you, you did not respond. Since you didn’t provide us with either a response from USPS or a police report, we could not refund you or send a replacement. We love our customers and want to help to the best of our ability, but we also have store policies in place to protect us from fraud. You ignored our offered solutions, so we could not help you further.