Mharri20, I had a similar experience and PM never replied to my messages, and in fact never bothered to inform me they resolved in my favor. I was checking my balance every day and that's how I knew, because they released my funds.
Really? Wow. Well they ended up letting her return it, and the jacket is supposed to come to me today, I'll definitely be video-taping when I open it because I'm worried that it won't be in the same condition I sent it in,
My friend had a "item not as described" case filed on the same day that mine happened. She just got her shoes back and the person wore them and trashed them! I don't get how people can do that...