A Post Revisited

THIS woman truly disgusts me and, apparently, she is STILL ripping people off on her Etsy site. 

 

For those who do not remember this past post from last year, this is what happened ...

 

(Original post):

 

On April 5th, I ordered an item from one of the sellers on Etsy, Lili Heide from her business located in Toronto, Canada called Bare Naturall. As stated in the email sent to Etsy from Pay Pal, I received an empty package containing only the sellers business card. I immediately contacted her and even sent her a picture of what I received in the mail. After several communications with her via emails, she refused to replace the item I had already bought and paid for claiming that the package must have been opened or damaged in the mail and proceeded to tell me that she would ONLY replace my merchandise IF I placed another order from her Etsy site! THIS is unacceptable! She literally stole my money and exploited the situation by refusing to replace the merchandise I bought from her! I want my money back and had to open a claim with Pay Pal who is awaiting the sellers' response. This woman is not only unethical, she is a crook!

 

I immediately contacted Pay Pal (whom I used to pay the seller) in order to open up a resolution claim to try and get my money back from this bogus, dishonest seller. They sent Etsy a message regarding this matter on April 13th and they are STILL awaiting Ms. Heide's response. If the matter can not be resolved then I have the option to escalate the claim - whatever that entails? I was told by Pay Pal that it would have to be escalated BEFORE May 3rd or else the claim will be closed and it can not be re-opened.

 

When you order something off of the Etsy site, they send you a message informing you that you can write a review after a certain time from the date the item was ordered. Since I ordered the item on two separate occasions, I was able to post my review TWICE.

Ah, ya sure 'bout that? ... (my review posted on Etsy):

 

"I liked the mascara; however the the seller's business ethics leave a lot to be desired. I ordered a second mascara and when it arrived the envelope was EMPTY containing only Lili's business card. I contacted her and even sent her pics of what I had received in the mail that very same day. She refused to send me a replacement for what I had already bought and paid for UNLESS I agreed to order something else from her. So now she has my money and I have nothing. Instead of keeping me as a return customer and showing good faith by replacing the product I had paid for, she chose to resort to exploitation. This is unacceptable! I had no choice but to open up a claim against her. She is nothing short of a crook! DO NOT trust her!"

 

You know, when I worked in an office, we were told that if you have one unhappy customer, that customer will tell at least 10 other people about their bad experience. In the end, PayPal arbitrated for me on my behalf and I got my money back from this horrible woman. You have to STAND UP for what is right and expose these types of dishonest people for exactly what they are  ... FRAUDS!!

 

The following was shared from Ms. Heidi's Etsy site reviews page - many are very recent! I had a very hard time while trying to copy and paste from her Etsy reviews page so there are spaces in between the paragraphs which I was unable to correct. Please forgive the bad format  ...

Item was never received after ordering it on October 2, 2024 and today it is January 9, 2025

Response from Lili Heide

I’m truly sorry for your disappointment. However, I must clarify that I never heard from you regarding your order until I saw your 1-star review. Immediately after, I reached out to offer a full refund or replacement, as I always strive to resolve any issues my clients face. Your accusation that I ‘make excuses’ and your challenging tone in your reply were disheartening, especially as I go above and beyond to ensure client satisfaction! The Canada Post strike, which Etsy widely communicated, caused significant delays, entirely out of my control. 

 (Yeah, right ...)

This product is absolutely terrible. I am submitting a review to protect buyers because this product made my eyelashes fall out!!!

Response from Lili Heide

ATTENTION – PLEASE READ This review from "GoodVibes" is misleading and does not accurately reflect our interaction. They purchased a mascara and lip gloss, then asked numerous detailed questions about the products over several days. A week later, they claimed the items were "too expensive" and requested a refund, which I was unable to process due to Etsy’s system limitations. Despite my efforts to assist, they left a one-star review with exaggerated claims. I’ve reported this situation to Etsy and believe it is under investigation. I take immense pride in my work and strive to provide high-quality products and exceptional service. Seeing this kind of behavior is disheartening, but I remain committed to ensuring my customers have positive experiences. 

(Yeah right ...)

Terrible seller I never received my order and she got really ignorant in her messages to me asking me never to purchase again from her store to which I will not be avoid avoid avoid.

Response from Lili Heide

I’m sorry to hear that you were disappointed with your experience, Tina. Your order was refunded in full, and I did everything possible to resolve the situation in a timely and professional manner. I take customer service very seriously, and while I regret that this transaction didn’t meet your expectations, I strive to always act in the best interest of my customers. Thank you for understanding, Lili 

 (Yeah, right ...)

I ordered and you sent 3 and charged me for 3. That’s out of my budget and I’m pretty angry. Last time I buy from Etsy.

Never received this item I was disappointed

Response from Lili Heide

Ciara,I have re-sent the sample, and you mentioned that you received it. However, it seems that the feedback has not been updated as of yet. 

 (Yeah, right ...)

I liked the mascara; however the the seller's business ethics leave a lot to be desired. I ordered a second mascara and when it arrived the envelope was EMPTY containing only Lili's business card. I contacted her and even sent her pics of what I had received in the mail that very same day. She refused to send me a replacement for what I had already bought and paid for UNLESS I agreed to order something else from her. So now she has my money and I have nothing. Instead of keeping me as a return customer and showing good faith by replacing the product I had paid for, she chose to resort to exploitation! This is unacceptable! I had no choice but to open up a claim against her. She is nothing short of a crook! DO NOT TRUST HER!

Response from Lili Heide

Dear Kimberly, I would like to clarify that I did offer a replacement for the item you purchased without any conditions attached. As a seller, I take pride in providing excellent customer service and my products are always "make to order". I strive to ensure my customers are satisfied with their purchases. I do not condone or tolerate any personal attacks or insults, and I kindly ask that you refrain from using such language in the future. Be blessed 💕🙏🏻💐🌷🌸🙏🏻 Lili 

 

 (Yeah, right. The truth is not an "attack" or in any way abusive, it is merely THE TRUTH! ...)

 

 I’m so disappointed. I never received this pencil in my order- I still haven’t received a refund and communication with the seller has been awful. Edit: I got a refund after opening a case with Etsy. I am still bummed about this experience. Products are good - if it wasn’t for the bad customer service I would be a repeat customer. But I will not use this shop again. 

 

bad bad bad Worst dealer I have ever bought from, I have not received any parcel! The merchant did not call me to tell me the reason!! I want refund my money

Response from Lili Heide

Heba, you live in Kuwait, my order never arrived to you, and I have sent you a full refund. I deeply do not understand why you left me this terrible feedback… What else should I have done? Please, reply to me. May God bless you 💕🙏🏻💐🌸🌷🙏🏻 Lili 

 (Yeah, right ...)

Bad..Bad..Bad Worst dealer I have ever bought from, I did not receive any package! The merchant didn’t contact me to inform me of the reason!!

Response from Lili Heide

Heba, you live in Kuwait, my order never arrived to you, and I have sent you a full refund. I deeply do not understand why you left me this terrible feedback… What else should I have done? Please, reply to me. May God bless you 💕🙏🏻💐🌸🌷🙏🏻 Lili 

 (Yeah, right ...)

Too many emails back & forth. Seller not cooperative or interested in satisfying the customer ( me).

Response from Lili Heide

Why such an unfair review, Helen? Not cooperative or interested in satisfying YOU??Back & forth emails??? You asked to return it and I sent you a FULL REFUND (shipping including) + RETURN LEBEL right away. You have NEVER returned it! I always honour my costumer's request, but I wish to be honoured in return. Helen, not only you didn't honour your product return, but you also penalized me. Be blessed 💕🙏🏻💐🌷🌸🙏🏻 Lili

 (Yeah, right ...)

I did not receive a package after five months. 😦

Purchased item:

It was dry, not matching the color, went to the garage 😒

I never received my product and had to open a case to get a refund. Seller would not provide me updates on my order or even tracking information. Would not recommend.

Response from Lili Heide

May God bless your soul, Ash. 💕🙏🏻💐🌸🌷🙏🏻 Lili

(WOW Lili,  you really are condesending ... 😕)

Ash Jun 26, 2021 

I never received my product. i asked over and over again for a tracking number of which i was never provided.

Response from Lili Heide

I am based in Toronto, Canada. Shipping with tracking numbers is EXTREMELY expensive so in oder for me to offer FREE SHIPPING becomes super costly. I am a one girl show and I make my products with all my heart, so pleeeeeeeease bare with me if I don’t have a tracking number. I am not here to rip off people, I am here because I deeply believe that women need to choose what to put on their skin. My products do NOT contain anything that can end to birth defects or harm your body. People don't buy from me because they want to save $$$ or receive their purchase the day after but because they have the same believe as me. 2. I have explained the above to the buyer but….nope! She wanted the tracking number! 3. Buyer received the products eventually, love them but refused to change the f 

 

Never received the item. It’s the shipping couriers issue, but the seller did not want to refund my money, I had to open a case on here,.. Etsy was great though, they paid for my refund.

Response from Lili Heide

I am devastated about your 2 stars feedback, Lillian. It is really unfair. I have never said that I won't have refunded you and I was in full communication with you about this!! And as I wrote to you, I was just trying to talk/email Canada Post to figure out what happened. But apparently for you this was not enough... Yes! Etsy is a great place and they have refunded me as well since I have bought the shipping with Etsy/Canada Post and they saw that the product was shipped and returned to me as "UNCLAIMED". It was nobody fault, but I was the one penalized with a bad review. Be blessed. 💕🙏🏻💐🌷🌸🙏🏻 Lili 

 (Yeah, right ...)

lillian Jul 27, 2022

 

Never received product. Kept making excuses and then after over a month told me she didn’t have the materials to make it. could have just taken the listing down or given me a refund right away. “will give replacement immediately if you don’t receive package after 2 weeks” is fake. Currently waiting for a replacement mascara to show (it showed up). Also says in a response to someone’s bad review “praying for you since apparently you’re 72” weird and unprofessional…

Response from Lili Heide

Buyer received a message from the US postal master stating that her mail was damaged during the handling stage and therefore had multiple rips and holes that the product slipped through. She send a picture to show me. Nobody fault, right? For her apparently it was my fault and I had re-sent her another one. And then she left this feedback! 😔😩 Plus, I am really not sure what she means in her review: "...since apparently you’re 72” weird and unprofessional…" How do I know she is 72??? 😳 Anyway... I hope she is enjoying the mascara! 🥳 This is was the third she bought from me and that means that actually she liked my mascaras a lot!!! 🥰🥰🥰🥰 

(Lie much, Lili? ...)

reganjones Jul 9, 2021 

I reported my purchase to CitiBank as fraud.

(GOOD for you, Merecdes! She IS a FRAUD!)

Mercedes Periard Dec 21, 2021

Response from Lili Heide

I always ask my costumers that if they should have ANY problem with the products they receive to PLEASE please PLEASE talk to me and we will work out a solution! There is a solution for everything!!! 😊😊😊😊 I work really hard to ensure to produce 100% natural high quality products and that all my customers are sincerely happy with their purchase. Was really necessary to just leave a review like this? Why don’t be nice to each others, Mercedes? Blessings 💕🙏🏻💐🌷🌸🙏🏻 Lili 

 

 (Yeah, right ...)

Never received this item I was disappointed

Response from Lili Heide

Ciara,I have re-sent the sample, and you mentioned that you received it. However, it seems that the feedback has not been updated as of yet.

Jan 28, 2024

(Yeah, right ...)

 

I came across your 1-star review, and I am eager to better comprehend the reasons behind your rating. I acknowledge the unfortunate situation that the eye pencil arrived damaged, and I took immediate action by issuing a refund without requesting a return. I am genuinely invested in your satisfaction, and I want to make certain that I have exhaustively addressed the issue. Your feedback holds considerable weight for my small business, as I am a sole proprietor committed to delivering the utmost service. Your insights are priceless, and I'd love to connect with you to make things right. I've tried reaching out privately, but alas, no reply.

 (Yeah, right ...)

Emily Jan 9, 2025

Lipstick is not red as described. It is orange/red in color.... I will not shop here again... mascara made my lashes clump together and fall out!

Response from Lili Heide

ATTENTION – PLEASE READ This review from "GoodVibes" is misleading and does not accurately reflect our interaction. They purchased a mascara and lip gloss, then asked numerous detailed questions about the products over several days. A week later, they claimed the items were "too expensive" and requested a refund, which I was unable to process due to Etsy’s system limitations. Despite my efforts to assist, they left a one-star review with exaggerated claims. I’ve reported this situation to Etsy and believe it is under investigation. I take immense pride in my work and strive to provide high-quality products and exceptional service. Seeing this kind of behavior is disheartening, but I remain committed to ensuring my customers have positive experiences. 

(Yeah, right ...)

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