Treehouse Brand Stores, LLC

We are showing that USPS left a notice for pickup of the item on December 14th, but as the tracking link on the package has not shown that the order is delivered or returned to sender, we can consider the order to be lost in transit and issue a refund of the order, which the customer can expect to receive within the next to business days

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

The customer's return was received and their order has been refundedDue to a large amount of returns received during and after the holiday season, in addition to a large number of customer support requests, the response to his ticket was delayed as support agents work through tickets as quickly as possible

The customer's order has been refunded and they can expect to receive the refund within the next to business daysTypically returns are processed within weeks of the item's delivery to the warehouse, but due to the holiday, returns are being processed as quickly as possible, but are delayed due to higher than is typical volume

The customer's order contained an item which was found to be on a backorderThe customer was advised of this and was refunded for the full cost of the order upon requestTypically backorder notices are sent when it is discovered that a product is oversold to inform the customer that their order will not be shipping as planned, but in this case, it appears to not be so

The customer did receive a response from a customer support agentUnfortunately, due to the recent game launch and holidays, support agents are working through a backlog of tickets as quickly as possible to catch upThe customer's support ticket has received a response, and he was shipped a replacement item due to the defect

Final Consumer Response / [redacted] (2000, 7, 2015/10/26) */ Finally received word back from the shipper and my order has been refunded

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This still does not account for the gross mishandling of my order nor the lack of communication in response to my tickets or updatesI could understand the policy, if I ordered an item on this past Monday and it was shipping today then it would be understandable the customer couldn't update their addressHowever, in this case it was almost a month later before the item even shipped, due to the multiple delaysWhich again, they failed to communicate until I reached out to themI may also add when I updated my ticket saying I would pursue a legal action, I got a response in two daysPrior to that, it was days of radio silence after I asked a manager to contact meAfter the manager finally reached out to me, and I replied back to her, I got an update hours laterBeforehand, I could bet on not getting a response for a least a few daysThis was grossly mishandled by them, plain and simpleThe communication has been lackluster to say the least and as stated above, it takes saying you'll pursue legal action to get a manager to respond to you.I will gladly accept my refund with the restocking fee waived which is the least they could doHowever, with everything I listed above and paying extra shipping with more than ample time to ship my order to the right addressI feel I deserve the hoodie I initially ordered from them as compensation, for all the legwork I had to do to get anything out of themI do not feel I'm being unreasonable with that request especially after the examples I gave in my initial contact with the Revdex.com & in the first paragraph of this response Sincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. two days after the Revdex.com got ahold of them I got my refund.I understand that holiday returns can cause a hold up but to not even return acall is ridiculous.that is just flat out being ignored as a customer and that isnt good for business
Sincerely,
*** ***

The customer has been provided with return instructions, and their return was processed and the order refunded per the RMA instructionsThe refund was issued January 5th, and the customer should have received it by nowDue to a backlog of tickets from the holidays, responses to customer inquiries
are delayed, but we are working to answer each customer individually with appropriate response and action

Initial Business Response /* (1000, 6, 2015/10/08) */
The customer's ticket has received a responseUnfortunately due to a large influx of tickets, response times are delayedWe are addressing the shipping error with our fulfillment facility, and are having the correct item sent to the customer
A tracking link will be provided to the customer once the correct item has been sent

Initial Business Response /* (1000, 9, 2015/07/24) */
We are in the process of sending a replacement to the customer and support will respond to the ticket with information as soon as the replacement order is createdUnfortunately, due to a site glitch, there was an influx of tickets that have
caused a backlog, which we are working through as quickly as possibleThe latest update to the ticket is today to confirm the shipping address for the order, and the new order will ship next week
Initial Consumer Rebuttal /* (2000, 11, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just received my shipmentI am very satisfied with how this was resolvedExcellent company that I would do business with again

We are showing that *** left a notice for pickup of the item on December 14th, but as the tracking link on the package has not shown that the order is delivered or returned to sender, we can consider the order to be lost in transit and issue a refund of the order, which the customer can expect to receive within the next to business days

The customer has received a full refund of the orderThe package was never received by the carrier, and our response to her ticket is delayed due to a backlog of tickets that we have received due to the holiday seasonThe customer was notified of the refund and can expect to see it post to her
bank account within business days

Initial Business Response /* (1000, 9, 2015/12/11) */
The customer's return has been recieved and is refunded. Due to a large influx of both customer support requests and returns, responses to customers and processing on all received returns are delayed. The customer was issued a full refund of the...

order, including shipping as a courtesy for the delay.
Initial Consumer Rebuttal /* (2000, 11, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Treehouse brands has refunded my money and shipping cost. I will NEVER do business with them again. Completely unprofessional customer service practices. Case closed.

Revdex.com:please note that the usps tracking system shows that there was a request for redelivery of the package and that this was never fulfilled by them. I would also like to be sure that the refund includes tax and shopping. I must reiterate my disappointment with your company and the need for me to have to file this complaint to get this matter taken care of
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The customer's order was refunded on December 29th, and we show that a full refund was issued to the customer. If they do not have their refund, we recommend they contact their bank, as refunds typically take no more than 8 business days to process back to the original form of payment.

The customer's tracking information shows that the order was not recieved by the carrier for shipping. Unfortunately, the agent who responded to the ticket initially had not been trained on how to handle such situations and accidentally solved the ticket instead of assigning it to an agent who could...

resolve the issue.  A replacement order is being sent, and the customer will receive an email with tracking information when the order ships, and can expect to receive the item this week.

The customer did receive a response from a customer support agent. Unfortunately, due to the recent game launch and holidays, support agents are working through a backlog of tickets as quickly as possible to catch up. The customer's support ticket has received a response, and he was shipped a...

replacement item due to the defect.