Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate Trent contacting me personally attempting to rectify my complaint. Trent had asked me to email pictures of the defective purses and I sent him the requested photos. Trent responded to the email and advised me that he would refund the cost of the purses. I will be mailing out the purses on 06/16/16. Upon receipt of the items, we will be reimbursed by Damsel in Defense. My coworker and I appreciate that the Damsel in Defense company was able to rectify this situation. We both appreciate that this company stands for integrity, and customer service. Sincerely, *** ***
Our internal customer support department (known as PRO Support) has dealt with this matter by working with Ms*** directly
As of Wednesday, June 15, 2016, Ms*** appears to be satisfied with the outcome as evidenced by the attached email correspondence between her and our PRO Support
manager, Trent G***
Since Ms*** is pleased with the result, indeed she received the refund she was asking for in the Revdex.com Complaint ***; we trust that this matter will be deemed resolved and will be closed
Please advise if you require anything else from us in this matter
Sincerely,
Tonya P***
Attorney at Law
Damsel in Defense Compliance Specialist
“Based on the investigation completed by the Damsel in Defense Compliance Department, we determined the following: On 3/14/*** *** (customer) contacted the Damsel in Defense customer service department (Pro Support) to issue a complaint about how our marketing material is
presented in the Spring/Summer catalogHer frustration was due to the fact that we would not allow her to combine both of the Damsel in Defense Hostess “Protection Perks”, specifically using her Hostess Credits towards the same item purchased with her Half-Priced itemShe was very upset when one of our Pro Support Representatives notified her that these two items cannot be used together and are technically two different thingsOn our catalog page where the Protection Perks are noted, on the bottom left page contains the following statement, “Please note: Hostess pays tax and shippingProtection Perks cannot be combined with any other promotion, discount or special offer.” Our Spring/Summer pamphlet also defines both Protection Perks as separate line items rather than something paired togetherOn the same day our customer service manager reached out to the *** *** to further explain our policies and also assisted her in utilizing both her Hostess Credits and Half-Priced itemsAfter hearing the explanation, she expressed that she still wished to receive the items even though she was dissatisfied with our policy and Order #*** was shipped to *** the following dayThis order was delivered on Tuesday, March 21st at 4:P.Mby UPS, tracking information provided below: Tracking #*** *** In addition, we inquired with our Damsel in Defense Independent Sales Consultant *** *** *** to hear her side of the story of what happened at the party, she said that she explained to *** how the Protection Perks works and that there was a minor discrepancy with the amount that *** was chargedAccording to *** there was an overcharge of $which she settled by mailing her the $to *** as well as the sales receipts We feel based on the information provided that *** was able to redeem all “Protection Perks” that she qualified for and no refund is warrantedIn addition, over the last years of providing the Protection Perks to hostesses, with over tens of thousands of orders placed, this is the first instance where a hostess has contacted us confused about the Protection Perks, specially wanting to combine her “Hostess Credits” towards her items placed under the “Half-Priced” pricing levelHowever, Damsel in Defense management will review and discuss if a revision of the “Protection Perks” page on the brochure is necessary to note how Hostess Credits and Hostess Half Priced Items may be used
To Whom It May Concern:
Please be advised that the complainant, Ms. [redacted], has reached an amicable resolution as of Friday, April 15, 2016 with our customer service department per the attached email chain and therefore we request that the Complaint [redacted] be dismissed.
In the...
alternative, please see below for an account of the events which we believe would ultimately result in dismissal as well:
On or about April 3, 2016, Ms. [redacted] contacted the Damsel in Defense customer service department (known within our company as "PRO Support") regarding an allegedly defective product; a Damsel in Defense stun gun called the "Gotcha".
Ms. [redacted] informed PRO Support that she had purchased the Gotcha from one of our independent sales representatives, a Ms. Michele C[redacted]. However, Ms. [redacted] was unable to provide any receipt or verification of purchase of the product. All sales records/receipts are kept by the independent sales representatives and not the corporate office; Ms. C[redacted] could not be reached to confirm whether she had record of the purchase after multiple attempts by PRO Support.
Without proof of purchase to verify the date of purchase, the only company return policy which the product could be exchanged under is the "Lifetime Warranty" which covers products purchased more than 1 year ago (again, as there was no receipt to confirm otherwise). Under the Lifetime Warranty, Damsel in Defense will replace a product with payment by the customer of a $10.00 "Warranty Fee".
Ms. [redacted] refused to pay the standard Warranty Fee for the product and, when PRO Support refused to waive said fee, Ms. [redacted] became disgruntled and filed the Complaint with the Revdex.com.
PRO Support contacted Ms. [redacted] regarding the situation and the parties have reached the amicable solution to process the exchange of the product under a warranty covering products less than a year old which will allow for Ms. [redacted] to receive another Gotcha stun gun without paying the $10.00 fee.
As both parties have reached an amicable solution, we humbly request that the Compliant be dropped from Damsel in Defense.
Thank you.
Sincerely,
Tonya P[redacted]
While their response seems to put all of the blame on me by categorizing me as "very upset" over not being able to use the perks listed, that simply isn't true. The change that it would have made in my personal order was roughly $7. It is not the $7 difference that upset me, but rather the deceitful way that they conduct their business. Even in their response to you, they want to claim that it was the hostesses job to explain how their perks program works, and they claimed that my sales rep explained this to me. I can assure you that she did not explain this, as well as many other things having to do with my order and other peoples order. I have never met someone so ill-prepared to sell items from a catalog. She did not know very much about the products, she attempted to miscalculate the shipping on everyone's order at my party before a colleague straightened that out with her, and she somehow overcharged me, which neither the company or her seems worried about because she gave me a $5 bill. The amount my credit card was overcharged was actually $5.78, and when I texted her to see why I was overcharged from the amount she herself had previously text me as the total amount, her response was simply "Shipping. Did you get the letter I sent you. I sent you $5 cash along with the packing slips." No further explanation has ever been offered by either her or the main company to explain or compensate for the $.78 difference. Again, because it is not the monetary aspect of my order that is concerning, I'm not even asking for a refund of that un-explainable charge, but am concerned at the companies lack of concern for such a discrepancy. I do not believe that it is good business practice to allow a salesperson to overcharge someone, offer no explanation, and then refund MOST of it back. However, I did not find that particular part of this order the most concerning.As I previously said, I was never told, nor could I find in any materials that were given to me or available online, that "protection perks" were further sub-categorized into categories that could not be used with each other. I actually have a record of all of the communication between myself and the sales rep, and no where in those messages does she attempt to explain that to me. I can also assure you that she did not explain that to me at my party as she was the first person who left, and I have several other attorneys, a judge, and a police officer who will gladly clarify that this topic was never even discussed at that party. While the company would then like to blame her entirely for not telling me their policy, they should share that blame for posting misleading statements in their materials. Their materials say "Protection Perks cannot be combined with any OTHER promotion, discount, or special offer" but the page clearly lists both hostess credit and half price items as under the same category of "protection perks." In that context, other means different promotions, discounts, or special offers. The word "other" cannot be used in that specific wording to somehow inform the reader that protection perks cannot be used with themselves, as that would actually be the opposite definition of the word OTHER. While the company boasts that however many thousands of people before me were never confused, they can't really know that. Perhaps those other people who were confused decided it wasn't worth the process to try and get it corrected, and perhaps those people didn't already have a mountain of frustration from dealing with their sales rep on other issues that are also bad business practices. Also, the pamphlet that they reference as stating this policy is not shown anywhere on their website, and is not something that is available to a hostess if their sales rep does not give it to them. Since I have never seen this pamphlet, I am not even certain that it would clear up the matter, were I actually given it or had access to it at some point during this process. Perhaps this pamphlet clarified the issue with other customers, but as a company, I would think that they would want their policies clearly stated on their public website, and not hidden in a pamphlet that no one but company sales reps have access to. Again, that to me is further evidence of their deceptive trade practices. If this company is not trying to deceive potential hostesses about the correct incentives to host a party for them, they should have no trouble amending their catalog and website to include an accurate description and explanation of those benefits. But, instead of sending a response that suggests they are willing to clarify their confusing and deceptive wording, they sent a response blaming me, lying about what the hostess told me, refusing to explain the price discrepancy in what I was charged, and boasting that thousands of people before me were never confused so it must just be me who is "confused." That attitude to me says more than anything else. I am not confused, I am annoyed that a company who claims to support women's rights can be so dismissive of a complaint. I am annoyed that instead of listening to my complaint seriously they have chosen to lie about what information I was given. I am annoyed that even in their response they have no concern for my credit card being overcharged. I am very annoyed at their behavior and poor business policies and that is the basis for my complaint.
Complaint: [redacted]I am rejecting this response because:
The business Damsel in Defense will need to remove the wording
Ms. [redacted] became Disgruntled and filed a complaint. I don't
believe this company is in the position to asset anyone when their
product was defective. The Rep. is an honest person and she
probably became as disgusted as I did and chose not to respond
to them. They failed to state how long it will take for me to receive
the replacement. I find it hard to believe a company has no records
of sales from their Sales Rep. how would they respond to the IRS
if questioned?Sincerely,[redacted]
Based on the investigation completed by Damsel in Defense Compliance Department, we determined the following:
On 12/15/16, Mrs. [redacted] contacted Damsel in Defense customer service department to issue a complaint with Damsel in Defense Independent Sales Consultant Mrs. L[redacted] The compliant was...
about a purchase she had made at a live event Mrs. L[redacted] was at. Mrs. [redacted] made two purchases from Mrs. L[redacted] One item Mrs. L[redacted] had in stock and the other item (Step Off Portable Alarm) had be shipped to her mother. Mrs. L[redacted] accepted payment for both items. However, Mrs. [redacted]’s mother did not receive the item and contacted another Damsel in Defense Independent Sales Consultant Mrs. S[redacted] and informed her of the situation. Mrs. S[redacted] placed order #[redacted] on 12/5/16 for the item (Step Off Portable Alarm) to be shipped to Mrs. [redacted]’s mother in FL which was delivered via USPS on 12/9/16 (see attached PDF for the sales order receipt and USPS delivery confirmation). In addition, Mrs. S[redacted] did not charge Mrs. [redacted] for the replacement order #[redacted] as evidenced by the sales receipt and the email noted below which was confirmed by Mrs. [redacted] via an email to our customer service department on 12/15/16. See attached email. We feel that based on the info provided, Mrs. [redacted] has received the items she has paid for and no refund is warranted to Mrs. [redacted] and considered this as a closed case. Damsel in Defense is internally dealing with our Independent Sales Consultant Mrs. L[redacted] on this issue.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate Trent contacting me personally attempting to rectify my complaint. Trent had asked me to email pictures of the defective purses and I sent him the requested photos. Trent responded to the email and advised me that he would refund the cost of the purses. I will be mailing out the purses on 06/16/16. Upon receipt of the items, we will be reimbursed by Damsel in Defense. My coworker and I appreciate that the Damsel in Defense company was able to rectify this situation. We both appreciate that this company stands for integrity, and customer service. Sincerely, *** ***
Our internal customer support department (known as PRO Support) has dealt with this matter by working with Ms*** directly
As of Wednesday, June 15, 2016, Ms*** appears to be satisfied with the outcome as evidenced by the attached email correspondence between her and our PRO Support
manager, Trent G***
Since Ms*** is pleased with the result, indeed she received the refund she was asking for in the Revdex.com Complaint ***; we trust that this matter will be deemed resolved and will be closed
Please advise if you require anything else from us in this matter
Sincerely,
Tonya P***
Attorney at Law
Damsel in Defense Compliance Specialist
“Based on the investigation completed by the Damsel in Defense Compliance Department, we determined the following: On 3/14/*** *** (customer) contacted the Damsel in Defense customer service department (Pro Support) to issue a complaint about how our marketing material is
presented in the Spring/Summer catalogHer frustration was due to the fact that we would not allow her to combine both of the Damsel in Defense Hostess “Protection Perks”, specifically using her Hostess Credits towards the same item purchased with her Half-Priced itemShe was very upset when one of our Pro Support Representatives notified her that these two items cannot be used together and are technically two different thingsOn our catalog page where the Protection Perks are noted, on the bottom left page contains the following statement, “Please note: Hostess pays tax and shippingProtection Perks cannot be combined with any other promotion, discount or special offer.” Our Spring/Summer pamphlet also defines both Protection Perks as separate line items rather than something paired togetherOn the same day our customer service manager reached out to the *** *** to further explain our policies and also assisted her in utilizing both her Hostess Credits and Half-Priced itemsAfter hearing the explanation, she expressed that she still wished to receive the items even though she was dissatisfied with our policy and Order #*** was shipped to *** the following dayThis order was delivered on Tuesday, March 21st at 4:P.Mby UPS, tracking information provided below: Tracking #*** *** In addition, we inquired with our Damsel in Defense Independent Sales Consultant *** *** *** to hear her side of the story of what happened at the party, she said that she explained to *** how the Protection Perks works and that there was a minor discrepancy with the amount that *** was chargedAccording to *** there was an overcharge of $which she settled by mailing her the $to *** as well as the sales receipts We feel based on the information provided that *** was able to redeem all “Protection Perks” that she qualified for and no refund is warrantedIn addition, over the last years of providing the Protection Perks to hostesses, with over tens of thousands of orders placed, this is the first instance where a hostess has contacted us confused about the Protection Perks, specially wanting to combine her “Hostess Credits” towards her items placed under the “Half-Priced” pricing levelHowever, Damsel in Defense management will review and discuss if a revision of the “Protection Perks” page on the brochure is necessary to note how Hostess Credits and Hostess Half Priced Items may be used
To Whom It May Concern:
Please be advised that the complainant, Ms. [redacted], has reached an amicable resolution as of Friday, April 15, 2016 with our customer service department per the attached email chain and therefore we request that the Complaint [redacted] be dismissed.
In the...
alternative, please see below for an account of the events which we believe would ultimately result in dismissal as well:
On or about April 3, 2016, Ms. [redacted] contacted the Damsel in Defense customer service department (known within our company as "PRO Support") regarding an allegedly defective product; a Damsel in Defense stun gun called the "Gotcha".
Ms. [redacted] informed PRO Support that she had purchased the Gotcha from one of our independent sales representatives, a Ms. Michele C[redacted]. However, Ms. [redacted] was unable to provide any receipt or verification of purchase of the product. All sales records/receipts are kept by the independent sales representatives and not the corporate office; Ms. C[redacted] could not be reached to confirm whether she had record of the purchase after multiple attempts by PRO Support.
Without proof of purchase to verify the date of purchase, the only company return policy which the product could be exchanged under is the "Lifetime Warranty" which covers products purchased more than 1 year ago (again, as there was no receipt to confirm otherwise). Under the Lifetime Warranty, Damsel in Defense will replace a product with payment by the customer of a $10.00 "Warranty Fee".
Ms. [redacted] refused to pay the standard Warranty Fee for the product and, when PRO Support refused to waive said fee, Ms. [redacted] became disgruntled and filed the Complaint with the Revdex.com.
PRO Support contacted Ms. [redacted] regarding the situation and the parties have reached the amicable solution to process the exchange of the product under a warranty covering products less than a year old which will allow for Ms. [redacted] to receive another Gotcha stun gun without paying the $10.00 fee.
As both parties have reached an amicable solution, we humbly request that the Compliant be dropped from Damsel in Defense.
Thank you.
Sincerely,
Tonya P[redacted]
While their response seems to put all of the blame on me by categorizing me as "very upset" over not being able to use the perks listed, that simply isn't true. The change that it would have made in my personal order was roughly $7. It is not the $7 difference that upset me, but rather the deceitful way that they conduct their business. Even in their response to you, they want to claim that it was the hostesses job to explain how their perks program works, and they claimed that my sales rep explained this to me. I can assure you that she did not explain this, as well as many other things having to do with my order and other peoples order. I have never met someone so ill-prepared to sell items from a catalog. She did not know very much about the products, she attempted to miscalculate the shipping on everyone's order at my party before a colleague straightened that out with her, and she somehow overcharged me, which neither the company or her seems worried about because she gave me a $5 bill. The amount my credit card was overcharged was actually $5.78, and when I texted her to see why I was overcharged from the amount she herself had previously text me as the total amount, her response was simply "Shipping. Did you get the letter I sent you. I sent you $5 cash along with the packing slips." No further explanation has ever been offered by either her or the main company to explain or compensate for the $.78 difference. Again, because it is not the monetary aspect of my order that is concerning, I'm not even asking for a refund of that un-explainable charge, but am concerned at the companies lack of concern for such a discrepancy. I do not believe that it is good business practice to allow a salesperson to overcharge someone, offer no explanation, and then refund MOST of it back. However, I did not find that particular part of this order the most concerning.As I previously said, I was never told, nor could I find in any materials that were given to me or available online, that "protection perks" were further sub-categorized into categories that could not be used with each other. I actually have a record of all of the communication between myself and the sales rep, and no where in those messages does she attempt to explain that to me. I can also assure you that she did not explain that to me at my party as she was the first person who left, and I have several other attorneys, a judge, and a police officer who will gladly clarify that this topic was never even discussed at that party. While the company would then like to blame her entirely for not telling me their policy, they should share that blame for posting misleading statements in their materials. Their materials say "Protection Perks cannot be combined with any OTHER promotion, discount, or special offer" but the page clearly lists both hostess credit and half price items as under the same category of "protection perks." In that context, other means different promotions, discounts, or special offers. The word "other" cannot be used in that specific wording to somehow inform the reader that protection perks cannot be used with themselves, as that would actually be the opposite definition of the word OTHER. While the company boasts that however many thousands of people before me were never confused, they can't really know that. Perhaps those other people who were confused decided it wasn't worth the process to try and get it corrected, and perhaps those people didn't already have a mountain of frustration from dealing with their sales rep on other issues that are also bad business practices. Also, the pamphlet that they reference as stating this policy is not shown anywhere on their website, and is not something that is available to a hostess if their sales rep does not give it to them. Since I have never seen this pamphlet, I am not even certain that it would clear up the matter, were I actually given it or had access to it at some point during this process. Perhaps this pamphlet clarified the issue with other customers, but as a company, I would think that they would want their policies clearly stated on their public website, and not hidden in a pamphlet that no one but company sales reps have access to. Again, that to me is further evidence of their deceptive trade practices. If this company is not trying to deceive potential hostesses about the correct incentives to host a party for them, they should have no trouble amending their catalog and website to include an accurate description and explanation of those benefits. But, instead of sending a response that suggests they are willing to clarify their confusing and deceptive wording, they sent a response blaming me, lying about what the hostess told me, refusing to explain the price discrepancy in what I was charged, and boasting that thousands of people before me were never confused so it must just be me who is "confused." That attitude to me says more than anything else. I am not confused, I am annoyed that a company who claims to support women's rights can be so dismissive of a complaint. I am annoyed that instead of listening to my complaint seriously they have chosen to lie about what information I was given. I am annoyed that even in their response they have no concern for my credit card being overcharged. I am very annoyed at their behavior and poor business policies and that is the basis for my complaint.
Complaint: [redacted]I am rejecting this response because:
The business Damsel in Defense will need to remove the wording
Ms. [redacted] became Disgruntled and filed a complaint. I don't
believe this company is in the position to asset anyone when their
product was defective. The Rep. is an honest person and she
probably became as disgusted as I did and chose not to respond
to them. They failed to state how long it will take for me to receive
the replacement. I find it hard to believe a company has no records
of sales from their Sales Rep. how would they respond to the IRS
if questioned?Sincerely,[redacted]
Based on the investigation completed by Damsel in Defense Compliance Department, we determined the following:
On 12/15/16, Mrs. [redacted] contacted Damsel in Defense customer service department to issue a complaint with Damsel in Defense Independent Sales Consultant Mrs. L[redacted] The compliant was...
about a purchase she had made at a live event Mrs. L[redacted] was at. Mrs. [redacted] made two purchases from Mrs. L[redacted] One item Mrs. L[redacted] had in stock and the other item (Step Off Portable Alarm) had be shipped to her mother. Mrs. L[redacted] accepted payment for both items. However, Mrs. [redacted]’s mother did not receive the item and contacted another Damsel in Defense Independent Sales Consultant Mrs. S[redacted] and informed her of the situation. Mrs. S[redacted] placed order #[redacted] on 12/5/16 for the item (Step Off Portable Alarm) to be shipped to Mrs. [redacted]’s mother in FL which was delivered via USPS on 12/9/16 (see attached PDF for the sales order receipt and USPS delivery confirmation). In addition, Mrs. S[redacted] did not charge Mrs. [redacted] for the replacement order #[redacted] as evidenced by the sales receipt and the email noted below which was confirmed by Mrs. [redacted] via an email to our customer service department on 12/15/16. See attached email. We feel that based on the info provided, Mrs. [redacted] has received the items she has paid for and no refund is warranted to Mrs. [redacted] and considered this as a closed case. Damsel in Defense is internally dealing with our Independent Sales Consultant Mrs. L[redacted] on this issue.