Message:Hello Marina,
To summarize:
1. You wanted truffle oil but did not see the “photo” and did not read the description and ordered truffles.
2. Then you did not answer our message which clearly stated that we go for fresh wild truffles and will ship them in a couple of days.
3. Finally you complained that there were some broken pieces despite that these were grams the I had placed extra and you got more as qty.
4. You finally found a red dot which, does not exist – this is normal for white alba truffles they are organic products and their color depends on the tree on which they did mycorrhiza and the soil in which they have grown. Pinky or darker reddish spots are normal.
5. Truffles are not potatoes so if you don’t return them to us in the same condition, quantity, and state they will have little value to us. So we will open a ticket to Etsy and won’t return you any money.
6. If you still want to ship them back remember to follow the same service rules as we did to ship them to you:
– Fedex IP priority
– Cold chain packaging
– Gel coolant that has markers when they get frozen and is able to stay cool for at least 48 hours.
– Please don’t use our thermo bags they are meant to be used just once, then the sealing is damaged and it can’t preserve the product in the same condition as it was shipped by us.
BR,
Andy’s Truffles
17 hours ago10:37pm EST1 item • $324.00
Shipped
Order #———–
Message:You need help with: An item is different from what I expected
Your ideal resolution: refund
Note for seller: Hi,
I thought I had ordered truffle oil. But instead, I got the actual truffles. Is there anyway I can return these? I’ll send priority shipping. I just received them today.Thank you
Marina —–
Date:
17 hours ago10:39pm ESTMessage:I also received a few that were broken up and on with big red sept on it.Date:
17 hours ago11:03pm ESTMessage:Hi Marina,
Those are wild truffles. Exactly what you have ordered. That is normal since a dog finds the truffles.
If you return the truffles and they are still in the same condition I will refund you. However, since they are a fresh product that normally is in good condition for about a week/week and a half, I doubt that we will receive them in the same condition as we sent them to you.Also, I have sent you a message in which I stated when we plan to hunt for your truffles. So it should be absolutely clear to you that those are truffles and not “truffle oil”. It is not easy to find them them so we always respect our customers by sending a prior notice on when we plan to hunt and ship.
Instead, I would recommend enjoying the truffles and preparing some homemade truffle oil with some of them. You will need just a couple of days and it will be better than the one from the shops.
Here is how you may do it:
andytruffles.com/2023/08/13/homemade-truffle-oil/Finally, if you would still like to get your money back you can always ask Etsy to review your case and follow the “purchase protection rules”.
www.etsy.com/legal/buyers/?ref=listDate:
15 hours ago 1:05am ESTMessage:Finally the few small pieces are what the dog found and broke in the process of digging and bringing the truffles to me. I decided to leave them and send to you as some extra gr. to your order.Date:
13 hours ago 2:26am ESTMessage:The product page says you give refunds after 2 weeks. I am returning it the next day. Etsy will have to refund them since it was written in their website. They will be in the same condition since I am returning them the day after I received them. I’m sorry but since I am returning them so fast I expect a refund.Date:
13 hours ago 2:28am ESTMessage:I will weight be fore I send it and take a picture for you to see how much you are getting.Date:
13 hours ago 2:56am ESTMessage:It is not only the condition but also the state. If they got to me rotten I will not refund you and will open a ticket on Etsy for them. In our opinion, it is clearly written that this is not truffle oil but truffles and it is not normal for you to make such a mistake and to not answer to our message sent to you at least a week ago.
Here is the message on which you have never replied.
Date:
5 hours ago10:42am ESTMessage:They are the same way I received them. So I expect a full refundDate:
5 hours ago10:42am ESTMessage:Why did you say you give refunds ont he product page if you were going to make it a problem when people return it?Date:
5 hours ago10:50am ESTMessage:One truffle has very large red spot. I received it that way. I took a picture. I am taking pictures them before I sent them so there is no chance for you to say they are rotten. They are in the same conditionDate:
5 hours ago10:51am ESTMessage:Yes please send me the picture will compare to ours prior sendingDate:
5 hours ago10:51am ESTMessage:Also yes please return them to usDate:
5 hours ago10:52am ESTMessage:As stated in our policy if return in the same condition will refund youDate:
5 hours ago10:52am ESTMessage:If not will ask etsy for supportDate:
5 hours ago10:52am ESTMessage:Thank you in advance!Date:
5 hours ago10:53am ESTMessage:They got here and there was huge red dot on one of them.Date:
5 hours ago10:57am ESTMessage:I received this yesterday.Date:
5 hours ago10:58am ESTMessage:I’m wrapping them in fresh paper towels to send them back dry.Date:
5 hours ago11:19am ESTMessage:They aren’t exactly in the same condition that I receive themDate:
2 hours ago 1:38pm ESTMessage:Hello Marina,
To summarize:
1. You wanted truffle oil but did not see the “photo” and did not read the description and ordered truffles.
2. Then you did not answer to our message in which was clearly stated that we go for fresh wild truffles and will ship them in a couple of days.
3. Finally you complain that there were some broken pieces despite that this was an extra and you got more as qty.
4. You finally found a red dot which, does not exist – this is normal for white alba truffles they are organic products and their color depends of the tree on which they did mycorrhiza and the soil.
5. Truffles are not potatoes so if you don’t return them to us in the same condition, quantity and state they will have little value to us. So we will open a ticket to etsy and won’t return you any money.
6. If you still want to ship them back remember to follow exactly the same service rules:– Fedex IP priority
– Cold chain packaging
– Gel coolant that has markers when they get frozen and is able to stay cool for at least 48 hours.
– Please don’t use our thermo bags they are meant to be used just once, then the sealing is damaged and it can’t preserve the product in the same condition as it was shipped by us.BR,
Andy’s Truffles
