Dear [redacted] ***,Thank you for passing along [redacted] ’s communicationWe were unable at reach her via phone but a message was left on her voice mailWe followed up via email when our call was not returnedWe understand Ms [redacted] placed an order in the amount of $on 7/21/ When she received her package, one item was missingShe contacted our Online Customer Service Department and was advised the item shipped separately but there was no tracking number to provideMs [redacted] is requesting to have the merchandise shipped to herOur records indicate Ms [redacted] ’s order shipped on 7/25/One of the items shipped separately on the same dayUnfortunately, our system was not updated with the tracking number for the missing packageShe was provided the correct process by Online Customer ServiceA package cannot be considered lost or stolen until the 20th business day when tracking information is not available.We issued a refund to Ms [redacted] ’s PayPal account in the amount of $The $refund includes the merchandise amount of $plus the applicable tax in the amount of $We ask Ms [redacted] to she contacts us in the event the package is deliveredUnfortunately, we are unable to reorder the item for Ms [redacted] , as it is no longer availableIn a separate email, we have provided Ms [redacted] a promotional code to use on a future purchase and her file has been noted to provide free shipping on the new order.We thank Ms [redacted] for taking the time to inquire and trust this matter is now resolvedPlease feel free to let me know if you have any other questionsSincerely,Jasmine D*** FullBeauty Brands Executive CommunicationsSMesa Hills Dr., El Paso, TX 79912Office: | Fax:
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below This company clearly does not understand my complaint and will not help me resolve the issueI'm going in circles and all they do is tell me to return it at my costI DID! It was returned to meAt this point the merchandise isn't worth the cost for me to send it back a second time and have it returned to me a second time, all at my cost.I'm tired of having the return address thrown in my face, it's insulting and unacceptable customer service$USD has cost me over $CAD already Regards, [redacted] ***
Dear [redacted] ***, Thank you for passing along Mrs [redacted] Revdex.com inquiry # [redacted] to usFullBeauty Brands (d/b/a Jessica London) is committed to providing a positive customer experience and we are confident we can resolve this matter to the customer’s satisfaction.We understand that Mrs [redacted] placed a catalog order for three girdles advertised at $eachShe was advised by our phone representative that the price of $was a misprint on that specific catalog and that an adjustment would have to be completed after the order was processed Unfortunately, no adjustment was completed due to a miscommunication issuePlease be advised that Mrs [redacted] was contacted over the phone earlier today and offered an apology and an explanationPlease be also advised that the issue was resolved to Mrs [redacted] ’s satisfactionBest regards, Marcela [redacted] FullBeauty Brands Executive Communications Dept
Dear [redacted] ***, Thank you for passing along Ms [redacted] communication Ms [redacted] states she requested to be removed from catalog and email distribution lists, but she continues to receive mailingsOur phone records confirm that Ms [redacted] contacted FullBeauty brands, Jessica London, on 4/16/requesting to be removed from the catalog mailing listWe immediately removed Ms [redacted] from the distribution lists and flagged Ms [redacted] as a do not promote on 4/16/15.We prepare out catalogs in advance and Ms [redacted] name had been sent to the printer’s before she requested to be removed from the catalog mailing listWe show that Ms [redacted] received the last catalog with an “in-home” delivery date of 5/11/The address on this catalog would have been the customer’s previous addressOur records indicate that Ms [redacted] address was updated on 5/4/via the National Change of Address serviceThe address on the last catalog delivered was printed prior to the address change dateWe don’t show that additional catalogs were mailed to the current or previous address as of this last date Our records indicate that Ms [redacted] provided two versions of her email addressWe located the email address Ms [redacted] provided which is [redacted] @gmail.comThe second email address we found was [redacted] @gmail.comOur records indicate that Ms [redacted] subscribed to receive emails at the email address [redacted] @gmail.com when she submitted her first order online on 11/12/Phone records confirm that Ms [redacted] contacted us via phone on 7/13/to request removal from the email and catalog distribution listThe catalogs were previously noted as unsubscribed and the email address [redacted] @gmail.com was easily located since it was attached to Ms [redacted] fileThe email address was removed from the Jessica London database on 7/13/Gmail’s rules regarding unique usernames does not conform to the same standards as other email providersGmail will deliver the recipient’s email regardless of the inclusion or exclusion of any special characters within the email addressAs long as all the letters in the email are correct, the customer will receive the emailRemoval of all variations was important in this case; however, the associate that removed the email address was not aware of Gmail’s rules regarding unique usernamesA search was not performed for variations of the email address.Ms [redacted] subscribed to receive emails online on 4/16/which is the same date she requested removal from the catalogThe email address [redacted] @gmail.com was provided anonymously on the Jessica London website and was not attached to Ms [redacted] fileOur records indicate that the email address was opted out via the Jessica London website on 8/20/She should stop receiving emails other than the emails that were prepared in advanceThis process can take about weeks from the date she requested to be removed from the email distribution listMs [redacted] was provided an email address if she continues to receive email past the week time frameThis way we can detect what file is generating the email so we can stop further emails from being deployed.We contacted Ms [redacted] via phone and explained how the customer information is managed and are confident that this matter is resolved to Ms [redacted] satisfaction.Sincerely,Lorena [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax: 1.800.265.7073l [redacted] @fbbrands.com
Dear [redacted] ***, Thank you for passing along Ms [redacted] communication Ms [redacted] states she requested to be removed from the catalog distribution lists, but she continues to receive mailingsOur records confirm that Ms [redacted] sent an email requesting to be removed from the catalog distribution list on 3/21/We immediately removed her from the distribution lists and flagged Ms [redacted] as do not mail.We prepare out catalogs in advance and Ms [redacted] ’s name had been sent to the printer’s before she requested to be removed from the catalog mailing listWe show that Ms [redacted] should receive one additional catalog with an in home delivery date of 4/11/16.We contacted Ms [redacted] via phone and left a message on her voice mailWe also contacted her via email and provided an explanation on how the customer information is managedWe are confident that this matter is resolved to Ms [redacted] ’s satisfaction.Sincerely,Lorena [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax: 1.800.265.7073l [redacted] @fbbrands.com
Dear [redacted] ***, Thank you for passing along Ms [redacted] communication Ms [redacted] states she requested to be removed from catalog and email distribution lists, but she continues to receive mailingsOur phone records confirm that Ms [redacted] contacted FullBeauty brands, Brylene Home, on 12/04/requesting to be removed from the catalog mailing listWe immediately removed Ms [redacted] from the distribution lists and flagged Ms [redacted] as a do not mail on 12/4/15.We received additional requests via email on 1/8/to remove her from the Woman Within and Jessica London catalog mailing lists She was removed from those distribution lists and flagged as do not mail on 1/8/16.We prepare out catalogs in advance and Ms [redacted] ’s name had been sent to the printer’s before she requested to be removed from the catalog mailing listWe show that Ms [redacted] should stop received catalog within the next daysWe contacted Ms [redacted] via phone and left a message on her voice mailWe also contacted her via email and provided an explanation on how the customer information is managedWe are confident that this matter is resolved to Ms [redacted] 's satisfaction.Sincerely,Lorena [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax: 1.800.265.7073l [redacted] @fbbrands.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]
Dear [redacted] ***,Thank you for passing along Ms [redacted] ‘s communication We reached out to her via phone and left a message on her voicemailWe also reached out to her via email and resolved the matter to her satisfaction.We understand Mr [redacted] placed her order on 11/5/She was provided a tracking number which indicated the shipping information was sent to FedExThis disposition did not change which prompted Ms [redacted] to contact FedEx customer service a week laterFedEx advised that the disposition meant the label had been printed but was not an indication that the package had shippedShe proceeded to contact Swimsuits for all customer service via phone and chatShe was advised to wait until December in order to obtain further assistance.If a package is shipped from the FullBeauty Brands distribution center and has not passed through the FedEx scanner, the FedEx website will display ("Billing Information Received") FedEx is unable to post complete information regarding the shipped package until the package has been scannedThe response FedEx provided to Ms [redacted] is a standard generic response used by FedEx Customer Service and is not an indicator that the package did not ship.Ms [redacted] 's order shipped on 11/7/with the standard delivery option she selected at checkoutThis delivery option arrives within business days and is not consider lost until the 20th business day which would be 12/5/Ms [redacted] was provided the correct response by the Swimsuits for all customer service departmentShe was advised to contact us if the package was not delivered within the 20th business dayFullBeauty Brands accepts the liability for the loss and issues a full refund for the missing package on the 20th business day.FullBeauty Brands (d/b/a Swimsuits for all) values Ms [redacted] 's continued businessWe are issuing an up-front courtesy credit in the amount of $which should post within the next business daysWe ask that Ms [redacted] contact us if the package is deliveredWe thank Ms [redacted] for taking the time to inquire and trust this matter is now resolvedPlease let us know if you have any other questions.Sincerely,Lorena M [redacted] , Executive CommunicationsOffice: | Fax: [email protected]
Dear [redacted] ***,Thank you for passing along [redacted] ’s communicationWe understand Ms [redacted] is considering the Jessa Slingback Flat by Comfortview as a sandalThe promotion offered a discount on Tops, Bottoms, Swim, and Comfortview SandalsShe is still claiming advertisementThe disclaimer of the offer is as follows: “Prices as marked for Tops, Bottoms, Swim, and Comfortview SandalsExcludes Ellos, clearance and items shipped directly from third part brandsLimited time only.” As indicated in the offer, the discount applies to Comfortview SandalsThe item Ms [redacted] wanted to purchase was a Comfortview Sling Back Flat which was not part of the promotionSandals are light shoes that you wear in warm weather, which have straps instead of a solid part over the top of your foot(Collins English Dictionary) While sandals can have a sling back, the shoe that Ms [redacted] purchased is a closed front shoe and not a sandalThe offer applied to sandals only; therefore the sling back shoes she selected did not qualify for the discount offeredPlease see the attachment for a picture and description of the shoe.We thank Ms [redacted] for taking the time to inquire and trust this resolves this matterPlease feel free to let me know if you have any other questionsSincerely,Lorena M [redacted] , Executive CommunicationsOffice: | Fax: [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I never received the email or I would of printed it and screen saved itWhat proof do I have or them for that matter that they even sent it? Especially when different representatives gave me different dates that the e-gift card was supposibly sentI’ve seen numerous reviews from people with the same issue as meI just want my money backWhere does the money go? They have to have it somewhere if it’s not claimed or used? This is so shady and not acceptableAnd when I originally called last yearMonth after returning the merchandise and didn’t see my credit on PayPal I called and the representative told me a credit would be on my account, so I wasn’t in a rush to spend the money and wait until I needed or wanted a new suit Regards, [redacted]
Dear [redacted] ***, Thank you for passing along [redacted] ***’s communicationWe reached out to her via email and provided an explanationWe understand Ms [redacted] returned merchandise and received store creditIn August we converted her merchandise credit to an E-Gift cardMs [redacted] states she did not receive the email with her E-Gift card information and is requesting to have the gift card re-issuedWhen Ms [redacted] initially returned her merchandise she was issued a store credit; however, a conversion to a gift card was made in August As previously indicated, an email notification with the store credit conversion information and time frame was deployed to all of our customers holding store creditsA second email was sent with the gift card number and pinMs [redacted] states she receives multiple emails a day and does not keep them in her inboxShe also stated she did not save any emails after receiving the initial email with the instructions on how to redeem her store creditAs previously indicated, customer service is unable to retrieve lost gift card informationIt is still valid; however, the customer needs to provide the details noted on the email (gift card number and pin) to redeem it towards a new orderThe funds from the store credit have already been loaded to the non-expiring gift card number and pinWe are unable to re-issue another gift cardWe thank Ms [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matterPlease feel free to let me know if you have any other questions Sincerely, Jasmine D [redacted] FullBeauty Brands Executive CommunicationsSMesa Hills Dr., El Paso, TX 79912Office: | Fax:
Dear [redacted] ***,Thank you for passing along Ms [redacted] s communicationWe reached out to her via email and provided the information needed to resolve the matterWe understand that Ms [redacted] ordered panes Christmas panels on 1/9/and delayed using the panels until late When she was ready to open the panels, she noticed a label stating the merchandise was made in China and a State of California Proposition warning stickerThe verbiage on the sticker indicated that the product contains chemicals known to the state of California to cause cancer and birth defects or other reproductive harmIt included instruction to wash hands after handlingMs [redacted] believes Brylane Home sent her toxic merchandise and returned the merchandise for a refund but received a store creditShe is requesting a refund check and an apology.California Proposition which is also known as the Safe Drinking Water and Toxic Enforcement Act of was enacted to protect California citizens as well as the California's drinking water sourcesThe merchandise that includes the California Proposition warning contains chemicals in the manufacturing or construction of the product that are listed in the propositionThis does not indicate that the curtain panels are toxic to Ms [redacted] but it does mean that the disposal of the product should not include water sources since it could contaminate drinking waterAmong the items on the list are aspirin and estrogen used for replacement therapyShoes and leather products include this warning.The California Proposition warning is only required on merchandise shipping to California and the verbiage is provided by State of CaliforniaWe have chosen to include the warning regardless of the state the merchandise is shipped toIf a customer selects to return the merchandise, we will facilitate the return but our return policy will still be enforced.Our return policy states: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within daysWe are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges)For returns made after days we will issue a gift card equal to the purchase price (less shipping and handling charges) that can be used toward a future purchaseThis information is provided online, in catalogs, as well as the invoice Ms [redacted] received with her order.Our records indicate that Ms [redacted] ordered one panel on 1/9/and ordered two additional panels on 1/9/Her return was received and processed as a return on 1/13/which is years after for one of the panels and years after for the remaining two panelsPer our return policy, a non-expiring gift card was issued in the amount of $31.47.Gift cards issued are good for new purchases until a $balance is reached and cannot be redeemed for cash or credit to a major credit card/bankcard, except where required by law Ms [redacted] was advised to retain the Gift Card/pin number for her records as FullBeauty Brands (d/b/a Brylane Home) is not responsible for lost or misplaced Gift Cards The email containing the gift card details was sent to her after our system generated her return credit in the form of a gift cardGift cards are bearer instruments (like cash) we do not know who currently holds the cards nor do we track the person the card was issued to after daysWe recommend that Ms [redacted] print or retain the email for her records as FullBeauty Brands (d/b/a Brylane Home) is not responsible for lost or stolen gift cards.We thank Ms [redacted] for taking the time to inquire and trust that this resolves this matter Please feel free to let us know if you have further questions or issues.Sincerely,Lorena M [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax: [email protected]
Dear [redacted] ***, Thank you for passing along [redacted] ‘s communication We reached out to him via phone and resolved this matter to his satisfactionWe understand that Mr [redacted] placed an order via phone on 6/6/and was offered a 9' Tilt and Crank Umbrella at a 20% discount if he added the item to his orderHe accepted the offer and requested the color taupeHe received his order but was missing the umbrellaHe called the customer service and was advised that the umbrella was not on his orderThe umbrella was then ordered for him and was advised that 20% would be refunded in order to honor the discount priceHe was also provided with free shipping and was guaranteed a delivery date of 6/27/On 6/28/17, he called customer service since the merchandise did not arrive on the date providedHe was informed that the umbrella had shipped standard delivery with an estimated delivery date of 7/3/He is requesting a $refund as compensation for the inconvenience this has caused him.Our records indicate that Mr [redacted] ordered an umbrella stand in the amount of $He was then offered an umbrella at a 20%The umbrella was $buy he would pay $if added to the orderHe accepted the umbrella at a discountUnfortunately, the associate that placed the order entered the item but failed to store the item on the orderThe order total that was provided at the end of the order was $which is the price of the stand and $shippingOur recorded calls indicate Mr [redacted] called on 6/21/after receiving his orderHe called to inquire about the status of the umbrella he did not receiveHe was informed that the order he received did not include an umbrellaHe was then transferred to customer service and an order was placed for him with free shippingHe was advised that a 20% discount would be issued as a refund to his credit card in order to honor the discount offered to himThe refund was issued on 6/27/in the amount of $Mr [redacted] requested express delivery on the umbrella order but was advised that the item could not be expressed due to the weight or size of the itemThe customer service associate provided the incorrect expected date of delivery of 6/27/17.We value Mr [redacted] as a customer and apologize for all the inconvenience we caused himMr [redacted] requested $as compensation for a $orderWe reached out to him and explained that we would be unable to offer $as compensationMr [redacted] did accepted a counter offer for a refund in the amount of $which we issued to his original payment methodWe ask that he allow business days for the refund to post to his credit card account.We thank Ms [redacted] for taking the time to inquire and trust this matter is now resolved.Sincerely,Lorena M [redacted] , Executive CommunicationsOffice: | Fax: [email protected]
Dear [redacted] ***, Thank you for passing along MsM [redacted] ***’s communicationWe reach out to Ms [redacted] via email, and we provided an explanation of the Swimsuits for all exchange policy We understand Ms [redacted] ordered two items that arrived later than expectedOnce the merchandise arrived, one swimsuit was not what she orderedMs [redacted] contacted customer service who refunded the item as well as the shipping she paidMs [redacted] requested that the correct item but customer service insisted that she reorder the item onlineMs [redacted] is asking to receive the original item she ordered without having to replace the orderAs instructed online and on the invoice: "To make an exchange, place a new order online at swimsuitsforall.com and use coupon code HALFINT to receive 50% off shipping.” Ms [redacted] contacted customer service on 2/23/who issued a $refund for the merchandise she received incorrectly and $for the shipping charged on her orderThe total refund amount of $was refunded to Ms***’s credit cardMs [redacted] does not need to return the incorrect item she received since we made the error in her shipmentWe are unable to send out the swimsuit without charging for the itemMs [redacted] would need to place the order onlineIf the discount is less than the discount on the original order, she can reach out to us at 1-800-781-We are happy to refund the differenceWe thank Ms [redacted] for bringing this error to our attention and apologize for any inconvenience we caused herPlease feel free to let me know if you have any other questions.Sincerely,Lorena M [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax:
Dear [redacted] ***, Thank you for passing along [redacted] ‘s communication We contacted her via phone and provided an explanation regarding her returns and the fees associated with the returnsWe understand that Ms [redacted] returned three out of the four orders and was charged a $Easy Return Label (ERL) fee for each returnShe stated that the merchandise has sizing and color issues and feels she should not be responsible for the $Easy Return Label fees and the postage she paid to have the merchandise mailed to herMs [redacted] is seeking a refund of the ERL fees and shipping and handling feesMs [redacted] indicates that the reason for return was the merchandise was not as pictured; color of merchandise was not the same color tone as displayed on her monitorThe individual settings on a monitor can change the tones of the colors it displaysMs [redacted] expected the colors to appear as she saw them on her monitorShe stated that different styles had different fits She mentioned a ¾ sleeve tunic she purchased in average length had a different fit from a short sleeve tee she purchased in the average length These two styles were purchased in the same size but have two different lengths and different cutsAs displayed on our website, the fit for the short sleeve tunic is comfortable and generously cut with a inch length that falls just below the hipsThe ¾ sleeve tunic has a relaxed fit in a inch length which falls to the upper thighsShe also purchased an elbow sleeve A-line V-neck tunicThe A-line cut will fit much looser than the scoop neck and crew neck.The ¾ sleeve tunic has a scoop neck while the short sleeve is a crew neckThe scoop neck would have a lower neck line and the crew neck would offer more coverageThe V-neck is perfectly proportioned but will have a lower neck line than the crew neck.Ms [redacted] returned the merchandise using our Easy Return Labels (ERL) which was attached to her invoicesThe returns were processed and refunded on the following dates: Date # of Items Invoice Refund 03/09/ items [redacted] $03/10/ item [redacted] $02/29/ items [redacted] $ Our merchandise return policy as presented online, in catalogs, and our invoices: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within daysWe are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges)“Our invoices and the website informed Ms [redacted] that she can use the return label on the front of the invoice and the cost of $would be deducted when processing her returnThe amount of $was deducted for each return label used to return merchandise for a total deduction of $22.50.As a courtesy, Ms [redacted] received a refund in the amount of $through our customer service department on 3/12/which was credited to her Woman Within credit cardShe was informed on a 3/11/chat that the ERL label on her most recent order had been activated free of charge so she can return the merchandise at no cost to herPer our return policy, the shipping and handling fees as well as the express fee is not refundableWe thank Ms [redacted] for taking the time to inquiry and trust that this resolves this matter Please feel free to let me know if you have any other questions.Sincerely,Lorena [redacted] , Executive CommunicationsOffice: | Fax: 1.800.265.7073l [redacted] @fbbrands.com
Dear [redacted] ***,Thank you for passing along [redacted] ***s communicationWe reached out to her via email and resolved the matter to her satisfaction.We understand Ms [redacted] has not received the refund of the express next day fee which was issued on 1/31/She is also requesting a refund of the shipping and handling since she believes she was charged twice for shipping due to the backordered item.In checking our records, we discovered that PayPal declined the express shipping refund in the amount of $We reissued the refund in the form of a refund check which should arrive within the next days via USPS mail Ms***’s shipping and handling fee is based on the merchandise total on the orderAdditional shipping and handling was not added to the backorderThe order total on the checkout page includes all items ordered, shipping, handling, express fee, discounts, coupons and any taxes chargedSometimes the invoice total included a package may vary if an item is backorderedShipping and taxes charged will be adjusted according to the new order totalIf an item is backordered, the charge for those items, including any shipping charges not applied to the original shipment and any taxes will not be charged until the backordered merchandise shipsThe shipping and handling charges will not exceed the total amount quoted at check out.We thank Ms [redacted] for taking the time to inquire and trust that we provided the information needed to resolve this matterPlease feel free to let us know if you have any other questions.Sincerely,Lorena M [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax:
Dear [redacted] ***, FullBeauty Brands (d/b/a Roaman’s) received the above referenced inquiry from [redacted] forwarded from your office and we are writing to respondOur understanding is that Ms [redacted] returned merchandise from a Roaman’s order she placed June 7, The total amount she was refunded was $ in the form of a gift cardShe indicates that she received an email indicating her return was received but was not aware that another email would be sent with the gift card detailsOur return policy states: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within daysWe are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges)For returns made after days we will issue a gift card equal to the purchase price (less shipping and handling charges) that can be used toward a future purchaseWe will deduct $from your gift card or refund when processing your return if the Easy Return Label, which is located on the invoice, is used.” This information is provided online, in catalogs, as well as the invoice Ms [redacted] received with her orderMs***’s return was received after the day period to receive a refund to her original payment methodPer our return policy, she was provided the gift card number and pin on the letter that was sent via emailShe was advised that she would not receive a plastic gift card in the mail Instead, her gift card information would be loaded to our files and would be retained for a period of days Thereafter it will still be valid, however she will need to provide the details noted on the letter (gift card number and pin) to redeem it toward a new order Gift cards issued are good for new purchases until a $balance is reached and cannot be redeemed for cash or credit to a major credit card/bankcard, except where required by law Ms [redacted] was advised to retain the Gift Card/pin number for her records as FullBeauty Brands is not responsible for lost or misplaced Gift Cards As stated on our website: If you're a registered user, or gave your email address to us over the phone, a Return Received email will be sent directly to your email address when your return is received and processedPlease note, a "delivered" scan at our warehouse does not indicate complete processing of your returnPlease allow approximately business days from delivery to completely process through our system and generate your return creditMs [redacted] mentioned that she was provided a return received email which indicates her return was receivedShe was informed in the email that a gift card would be issued if her return was received after daysThe email containing the gift card details was sent to her after our system generated her return credit in the form of a gift cardThe email was sent to her on 12/31/to the same email address she received the email indicating the return was receivedGift cards are bearer instruments (like cash) we do not know who currently holds the cards nor do we track the person the card was issued to after daysWe thank Ms [redacted] for taking the time to inquire and trust that this resolves this matter Please feel free to let us know if you have further questions or issues.Sincerely,Lorena M [redacted] Executive CommunicationsOffice: | Fax: [email protected] | www.fbbrands.com
Dear [redacted] ***,Thank you for passing along Mr [redacted] ***’s communicationWe were unable to reach out to him per his requestThe customer has informed us that he does not want any future communication from this company.We understand Mr [redacted] is requesting to be removed from all forms of communications from all the FullBeauty family of BrandsHe requested to have all communication stopped on 11/16/We immediately removed him from all catalog and email distribution lists as of the date of his requestWe trust this matter is resolved Please feel free to let us know if you have any other questions.Sincerely,Jasmine D***FullBeauty Brands, Executive CommunicationsOffice: | Fax: [email protected]
Dear [redacted] ***,Thank you for passing along [redacted] ***’s communicationWe reached out to her via email and provided an explanation.We understand Ms [redacted] keeps insisting that the email had an attachment with the gift cardThe email that was sent to her contained the gift card details in the body of the emailThe email was successfully sent and was not returned as undeliverablePrior to the conversion, two notices were sent via email in August to customers with outstanding store credits and redemption codesThe first notice advised that we were converting to non-expiring E-gift cards to replace the store credits and redemption codes E-Gift Cards are just like regular Gift Cards except they are sent via email as a digital card with an associated codeThe notice explained that the conversion to E-Gift Cards would occur over the next two weeksIn the interim, her store credit or redemption codes could be redeemed as usualOnce this conversion was complete, we deployed a follemail with her new E-Gift Card numbers, along with instructions on how to redeem them on our siteMs [redacted] was advised to please treat your E-Gift Card like cashLost codes cannot be replaced or refunded and we recommended that she save and/or print the email for her records.We recommend that she check her inbox and spam folder as FullBeauty Brands (d/b/a Swinsuitsforall) is unable to retrieve lost gift card informationThe email was sent from [email protected] with the subject line: Changes to your store credit or redemption code.Our records indicate we sent an email with her E-Gift card information on 08/09/The information on the email included the gift card number and pin numberWe did not receive a bounce back for the email sentAs previously indicated, customer service is unable to retrieve lost gift card informationIt is still valid; however, the customer needs to provide the details noted on the email (gift card number and pin) to redeem it towards a new order We thank Ms [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matterPlease feel free to let me know if you have any other questions.Sincerely,Lorena M [redacted] FullBeauty Brands Executive CommunicationsOffice: | Fax:
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regardless of what your "fine print" says, you are required to honor any "large print" mistakes made by the companyIf you made a mistake, you still need to honor itYour "large print" promised me the attached sweater at 50% off, and that is what you are required to provideFurther, this exact type of "mistake" keeps happening, which indicates a pattern of abusesThis is not the first time I have had to call customer service to request that they honor an advertised priceMany other times, I simply decided not to order an item where the promised discount was not appliedI could overlook "mistakes" once or twice, but repeated problems I cannotClearly, you don't seem to care about retaining a customer who has been a loyal Fullbeauty shopper for many, many years (since long before it became Fullbeauty) Regards, [redacted]
Dear [redacted] ***,Thank you for passing along [redacted] ’s communicationWe were unable at reach her via phone but a message was left on her voice mailWe followed up via email when our call was not returnedWe understand Ms [redacted] placed an order in the amount of $on 7/21/ When she received her package, one item was missingShe contacted our Online Customer Service Department and was advised the item shipped separately but there was no tracking number to provideMs [redacted] is requesting to have the merchandise shipped to herOur records indicate Ms [redacted] ’s order shipped on 7/25/One of the items shipped separately on the same dayUnfortunately, our system was not updated with the tracking number for the missing packageShe was provided the correct process by Online Customer ServiceA package cannot be considered lost or stolen until the 20th business day when tracking information is not available.We issued a refund to Ms [redacted] ’s PayPal account in the amount of $The $refund includes the merchandise amount of $plus the applicable tax in the amount of $We ask Ms [redacted] to she contacts us in the event the package is deliveredUnfortunately, we are unable to reorder the item for Ms [redacted] , as it is no longer availableIn a separate email, we have provided Ms [redacted] a promotional code to use on a future purchase and her file has been noted to provide free shipping on the new order.We thank Ms [redacted] for taking the time to inquire and trust this matter is now resolvedPlease feel free to let me know if you have any other questionsSincerely,Jasmine D*** FullBeauty Brands Executive CommunicationsSMesa Hills Dr., El Paso, TX 79912Office: | Fax:
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below This company clearly does not understand my complaint and will not help me resolve the issueI'm going in circles and all they do is tell me to return it at my costI DID! It was returned to meAt this point the merchandise isn't worth the cost for me to send it back a second time and have it returned to me a second time, all at my cost.I'm tired of having the return address thrown in my face, it's insulting and unacceptable customer service$USD has cost me over $CAD already Regards, [redacted] ***
Dear [redacted] ***, Thank you for passing along Mrs [redacted] Revdex.com inquiry # [redacted] to usFullBeauty Brands (d/b/a Jessica London) is committed to providing a positive customer experience and we are confident we can resolve this matter to the customer’s satisfaction.We understand that Mrs [redacted] placed a catalog order for three girdles advertised at $eachShe was advised by our phone representative that the price of $was a misprint on that specific catalog and that an adjustment would have to be completed after the order was processed Unfortunately, no adjustment was completed due to a miscommunication issuePlease be advised that Mrs [redacted] was contacted over the phone earlier today and offered an apology and an explanationPlease be also advised that the issue was resolved to Mrs [redacted] ’s satisfactionBest regards, Marcela [redacted] FullBeauty Brands Executive Communications Dept
Dear [redacted] ***, Thank you for passing along Ms [redacted] communication Ms [redacted] states she requested to be removed from catalog and email distribution lists, but she continues to receive mailingsOur phone records confirm that Ms [redacted] contacted FullBeauty brands, Jessica London, on 4/16/requesting to be removed from the catalog mailing listWe immediately removed Ms [redacted] from the distribution lists and flagged Ms [redacted] as a do not promote on 4/16/15.We prepare out catalogs in advance and Ms [redacted] name had been sent to the printer’s before she requested to be removed from the catalog mailing listWe show that Ms [redacted] received the last catalog with an “in-home” delivery date of 5/11/The address on this catalog would have been the customer’s previous addressOur records indicate that Ms [redacted] address was updated on 5/4/via the National Change of Address serviceThe address on the last catalog delivered was printed prior to the address change dateWe don’t show that additional catalogs were mailed to the current or previous address as of this last date Our records indicate that Ms [redacted] provided two versions of her email addressWe located the email address Ms [redacted] provided which is [redacted] @gmail.comThe second email address we found was [redacted] @gmail.comOur records indicate that Ms [redacted] subscribed to receive emails at the email address [redacted] @gmail.com when she submitted her first order online on 11/12/Phone records confirm that Ms [redacted] contacted us via phone on 7/13/to request removal from the email and catalog distribution listThe catalogs were previously noted as unsubscribed and the email address [redacted] @gmail.com was easily located since it was attached to Ms [redacted] fileThe email address was removed from the Jessica London database on 7/13/Gmail’s rules regarding unique usernames does not conform to the same standards as other email providersGmail will deliver the recipient’s email regardless of the inclusion or exclusion of any special characters within the email addressAs long as all the letters in the email are correct, the customer will receive the emailRemoval of all variations was important in this case; however, the associate that removed the email address was not aware of Gmail’s rules regarding unique usernamesA search was not performed for variations of the email address.Ms [redacted] subscribed to receive emails online on 4/16/which is the same date she requested removal from the catalogThe email address [redacted] @gmail.com was provided anonymously on the Jessica London website and was not attached to Ms [redacted] fileOur records indicate that the email address was opted out via the Jessica London website on 8/20/She should stop receiving emails other than the emails that were prepared in advanceThis process can take about weeks from the date she requested to be removed from the email distribution listMs [redacted] was provided an email address if she continues to receive email past the week time frameThis way we can detect what file is generating the email so we can stop further emails from being deployed.We contacted Ms [redacted] via phone and explained how the customer information is managed and are confident that this matter is resolved to Ms [redacted] satisfaction.Sincerely,Lorena [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax: 1.800.265.7073l [redacted] @fbbrands.com
Dear [redacted] ***, Thank you for passing along Ms [redacted] communication Ms [redacted] states she requested to be removed from the catalog distribution lists, but she continues to receive mailingsOur records confirm that Ms [redacted] sent an email requesting to be removed from the catalog distribution list on 3/21/We immediately removed her from the distribution lists and flagged Ms [redacted] as do not mail.We prepare out catalogs in advance and Ms [redacted] ’s name had been sent to the printer’s before she requested to be removed from the catalog mailing listWe show that Ms [redacted] should receive one additional catalog with an in home delivery date of 4/11/16.We contacted Ms [redacted] via phone and left a message on her voice mailWe also contacted her via email and provided an explanation on how the customer information is managedWe are confident that this matter is resolved to Ms [redacted] ’s satisfaction.Sincerely,Lorena [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax: 1.800.265.7073l [redacted] @fbbrands.com
Dear [redacted] ***, Thank you for passing along Ms [redacted] communication Ms [redacted] states she requested to be removed from catalog and email distribution lists, but she continues to receive mailingsOur phone records confirm that Ms [redacted] contacted FullBeauty brands, Brylene Home, on 12/04/requesting to be removed from the catalog mailing listWe immediately removed Ms [redacted] from the distribution lists and flagged Ms [redacted] as a do not mail on 12/4/15.We received additional requests via email on 1/8/to remove her from the Woman Within and Jessica London catalog mailing lists She was removed from those distribution lists and flagged as do not mail on 1/8/16.We prepare out catalogs in advance and Ms [redacted] ’s name had been sent to the printer’s before she requested to be removed from the catalog mailing listWe show that Ms [redacted] should stop received catalog within the next daysWe contacted Ms [redacted] via phone and left a message on her voice mailWe also contacted her via email and provided an explanation on how the customer information is managedWe are confident that this matter is resolved to Ms [redacted] 's satisfaction.Sincerely,Lorena [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax: 1.800.265.7073l [redacted] @fbbrands.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]
Dear [redacted] ***,Thank you for passing along Ms [redacted] ‘s communication We reached out to her via phone and left a message on her voicemailWe also reached out to her via email and resolved the matter to her satisfaction.We understand Mr [redacted] placed her order on 11/5/She was provided a tracking number which indicated the shipping information was sent to FedExThis disposition did not change which prompted Ms [redacted] to contact FedEx customer service a week laterFedEx advised that the disposition meant the label had been printed but was not an indication that the package had shippedShe proceeded to contact Swimsuits for all customer service via phone and chatShe was advised to wait until December in order to obtain further assistance.If a package is shipped from the FullBeauty Brands distribution center and has not passed through the FedEx scanner, the FedEx website will display ("Billing Information Received") FedEx is unable to post complete information regarding the shipped package until the package has been scannedThe response FedEx provided to Ms [redacted] is a standard generic response used by FedEx Customer Service and is not an indicator that the package did not ship.Ms [redacted] 's order shipped on 11/7/with the standard delivery option she selected at checkoutThis delivery option arrives within business days and is not consider lost until the 20th business day which would be 12/5/Ms [redacted] was provided the correct response by the Swimsuits for all customer service departmentShe was advised to contact us if the package was not delivered within the 20th business dayFullBeauty Brands accepts the liability for the loss and issues a full refund for the missing package on the 20th business day.FullBeauty Brands (d/b/a Swimsuits for all) values Ms [redacted] 's continued businessWe are issuing an up-front courtesy credit in the amount of $which should post within the next business daysWe ask that Ms [redacted] contact us if the package is deliveredWe thank Ms [redacted] for taking the time to inquire and trust this matter is now resolvedPlease let us know if you have any other questions.Sincerely,Lorena M [redacted] , Executive CommunicationsOffice: | Fax: [email protected]
Dear [redacted] ***,Thank you for passing along [redacted] ’s communicationWe understand Ms [redacted] is considering the Jessa Slingback Flat by Comfortview as a sandalThe promotion offered a discount on Tops, Bottoms, Swim, and Comfortview SandalsShe is still claiming advertisementThe disclaimer of the offer is as follows: “Prices as marked for Tops, Bottoms, Swim, and Comfortview SandalsExcludes Ellos, clearance and items shipped directly from third part brandsLimited time only.” As indicated in the offer, the discount applies to Comfortview SandalsThe item Ms [redacted] wanted to purchase was a Comfortview Sling Back Flat which was not part of the promotionSandals are light shoes that you wear in warm weather, which have straps instead of a solid part over the top of your foot(Collins English Dictionary) While sandals can have a sling back, the shoe that Ms [redacted] purchased is a closed front shoe and not a sandalThe offer applied to sandals only; therefore the sling back shoes she selected did not qualify for the discount offeredPlease see the attachment for a picture and description of the shoe.We thank Ms [redacted] for taking the time to inquire and trust this resolves this matterPlease feel free to let me know if you have any other questionsSincerely,Lorena M [redacted] , Executive CommunicationsOffice: | Fax: [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I never received the email or I would of printed it and screen saved itWhat proof do I have or them for that matter that they even sent it? Especially when different representatives gave me different dates that the e-gift card was supposibly sentI’ve seen numerous reviews from people with the same issue as meI just want my money backWhere does the money go? They have to have it somewhere if it’s not claimed or used? This is so shady and not acceptableAnd when I originally called last yearMonth after returning the merchandise and didn’t see my credit on PayPal I called and the representative told me a credit would be on my account, so I wasn’t in a rush to spend the money and wait until I needed or wanted a new suit Regards, [redacted]
Dear [redacted] ***, Thank you for passing along [redacted] ***’s communicationWe reached out to her via email and provided an explanationWe understand Ms [redacted] returned merchandise and received store creditIn August we converted her merchandise credit to an E-Gift cardMs [redacted] states she did not receive the email with her E-Gift card information and is requesting to have the gift card re-issuedWhen Ms [redacted] initially returned her merchandise she was issued a store credit; however, a conversion to a gift card was made in August As previously indicated, an email notification with the store credit conversion information and time frame was deployed to all of our customers holding store creditsA second email was sent with the gift card number and pinMs [redacted] states she receives multiple emails a day and does not keep them in her inboxShe also stated she did not save any emails after receiving the initial email with the instructions on how to redeem her store creditAs previously indicated, customer service is unable to retrieve lost gift card informationIt is still valid; however, the customer needs to provide the details noted on the email (gift card number and pin) to redeem it towards a new orderThe funds from the store credit have already been loaded to the non-expiring gift card number and pinWe are unable to re-issue another gift cardWe thank Ms [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matterPlease feel free to let me know if you have any other questions Sincerely, Jasmine D [redacted] FullBeauty Brands Executive CommunicationsSMesa Hills Dr., El Paso, TX 79912Office: | Fax:
Dear [redacted] ***,Thank you for passing along Ms [redacted] s communicationWe reached out to her via email and provided the information needed to resolve the matterWe understand that Ms [redacted] ordered panes Christmas panels on 1/9/and delayed using the panels until late When she was ready to open the panels, she noticed a label stating the merchandise was made in China and a State of California Proposition warning stickerThe verbiage on the sticker indicated that the product contains chemicals known to the state of California to cause cancer and birth defects or other reproductive harmIt included instruction to wash hands after handlingMs [redacted] believes Brylane Home sent her toxic merchandise and returned the merchandise for a refund but received a store creditShe is requesting a refund check and an apology.California Proposition which is also known as the Safe Drinking Water and Toxic Enforcement Act of was enacted to protect California citizens as well as the California's drinking water sourcesThe merchandise that includes the California Proposition warning contains chemicals in the manufacturing or construction of the product that are listed in the propositionThis does not indicate that the curtain panels are toxic to Ms [redacted] but it does mean that the disposal of the product should not include water sources since it could contaminate drinking waterAmong the items on the list are aspirin and estrogen used for replacement therapyShoes and leather products include this warning.The California Proposition warning is only required on merchandise shipping to California and the verbiage is provided by State of CaliforniaWe have chosen to include the warning regardless of the state the merchandise is shipped toIf a customer selects to return the merchandise, we will facilitate the return but our return policy will still be enforced.Our return policy states: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within daysWe are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges)For returns made after days we will issue a gift card equal to the purchase price (less shipping and handling charges) that can be used toward a future purchaseThis information is provided online, in catalogs, as well as the invoice Ms [redacted] received with her order.Our records indicate that Ms [redacted] ordered one panel on 1/9/and ordered two additional panels on 1/9/Her return was received and processed as a return on 1/13/which is years after for one of the panels and years after for the remaining two panelsPer our return policy, a non-expiring gift card was issued in the amount of $31.47.Gift cards issued are good for new purchases until a $balance is reached and cannot be redeemed for cash or credit to a major credit card/bankcard, except where required by law Ms [redacted] was advised to retain the Gift Card/pin number for her records as FullBeauty Brands (d/b/a Brylane Home) is not responsible for lost or misplaced Gift Cards The email containing the gift card details was sent to her after our system generated her return credit in the form of a gift cardGift cards are bearer instruments (like cash) we do not know who currently holds the cards nor do we track the person the card was issued to after daysWe recommend that Ms [redacted] print or retain the email for her records as FullBeauty Brands (d/b/a Brylane Home) is not responsible for lost or stolen gift cards.We thank Ms [redacted] for taking the time to inquire and trust that this resolves this matter Please feel free to let us know if you have further questions or issues.Sincerely,Lorena M [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax: [email protected]
Dear [redacted] ***, Thank you for passing along [redacted] ‘s communication We reached out to him via phone and resolved this matter to his satisfactionWe understand that Mr [redacted] placed an order via phone on 6/6/and was offered a 9' Tilt and Crank Umbrella at a 20% discount if he added the item to his orderHe accepted the offer and requested the color taupeHe received his order but was missing the umbrellaHe called the customer service and was advised that the umbrella was not on his orderThe umbrella was then ordered for him and was advised that 20% would be refunded in order to honor the discount priceHe was also provided with free shipping and was guaranteed a delivery date of 6/27/On 6/28/17, he called customer service since the merchandise did not arrive on the date providedHe was informed that the umbrella had shipped standard delivery with an estimated delivery date of 7/3/He is requesting a $refund as compensation for the inconvenience this has caused him.Our records indicate that Mr [redacted] ordered an umbrella stand in the amount of $He was then offered an umbrella at a 20%The umbrella was $buy he would pay $if added to the orderHe accepted the umbrella at a discountUnfortunately, the associate that placed the order entered the item but failed to store the item on the orderThe order total that was provided at the end of the order was $which is the price of the stand and $shippingOur recorded calls indicate Mr [redacted] called on 6/21/after receiving his orderHe called to inquire about the status of the umbrella he did not receiveHe was informed that the order he received did not include an umbrellaHe was then transferred to customer service and an order was placed for him with free shippingHe was advised that a 20% discount would be issued as a refund to his credit card in order to honor the discount offered to himThe refund was issued on 6/27/in the amount of $Mr [redacted] requested express delivery on the umbrella order but was advised that the item could not be expressed due to the weight or size of the itemThe customer service associate provided the incorrect expected date of delivery of 6/27/17.We value Mr [redacted] as a customer and apologize for all the inconvenience we caused himMr [redacted] requested $as compensation for a $orderWe reached out to him and explained that we would be unable to offer $as compensationMr [redacted] did accepted a counter offer for a refund in the amount of $which we issued to his original payment methodWe ask that he allow business days for the refund to post to his credit card account.We thank Ms [redacted] for taking the time to inquire and trust this matter is now resolved.Sincerely,Lorena M [redacted] , Executive CommunicationsOffice: | Fax: [email protected]
Dear [redacted] ***, Thank you for passing along MsM [redacted] ***’s communicationWe reach out to Ms [redacted] via email, and we provided an explanation of the Swimsuits for all exchange policy We understand Ms [redacted] ordered two items that arrived later than expectedOnce the merchandise arrived, one swimsuit was not what she orderedMs [redacted] contacted customer service who refunded the item as well as the shipping she paidMs [redacted] requested that the correct item but customer service insisted that she reorder the item onlineMs [redacted] is asking to receive the original item she ordered without having to replace the orderAs instructed online and on the invoice: "To make an exchange, place a new order online at swimsuitsforall.com and use coupon code HALFINT to receive 50% off shipping.” Ms [redacted] contacted customer service on 2/23/who issued a $refund for the merchandise she received incorrectly and $for the shipping charged on her orderThe total refund amount of $was refunded to Ms***’s credit cardMs [redacted] does not need to return the incorrect item she received since we made the error in her shipmentWe are unable to send out the swimsuit without charging for the itemMs [redacted] would need to place the order onlineIf the discount is less than the discount on the original order, she can reach out to us at 1-800-781-We are happy to refund the differenceWe thank Ms [redacted] for bringing this error to our attention and apologize for any inconvenience we caused herPlease feel free to let me know if you have any other questions.Sincerely,Lorena M [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax:
Dear [redacted] ***, Thank you for passing along [redacted] ‘s communication We contacted her via phone and provided an explanation regarding her returns and the fees associated with the returnsWe understand that Ms [redacted] returned three out of the four orders and was charged a $Easy Return Label (ERL) fee for each returnShe stated that the merchandise has sizing and color issues and feels she should not be responsible for the $Easy Return Label fees and the postage she paid to have the merchandise mailed to herMs [redacted] is seeking a refund of the ERL fees and shipping and handling feesMs [redacted] indicates that the reason for return was the merchandise was not as pictured; color of merchandise was not the same color tone as displayed on her monitorThe individual settings on a monitor can change the tones of the colors it displaysMs [redacted] expected the colors to appear as she saw them on her monitorShe stated that different styles had different fits She mentioned a ¾ sleeve tunic she purchased in average length had a different fit from a short sleeve tee she purchased in the average length These two styles were purchased in the same size but have two different lengths and different cutsAs displayed on our website, the fit for the short sleeve tunic is comfortable and generously cut with a inch length that falls just below the hipsThe ¾ sleeve tunic has a relaxed fit in a inch length which falls to the upper thighsShe also purchased an elbow sleeve A-line V-neck tunicThe A-line cut will fit much looser than the scoop neck and crew neck.The ¾ sleeve tunic has a scoop neck while the short sleeve is a crew neckThe scoop neck would have a lower neck line and the crew neck would offer more coverageThe V-neck is perfectly proportioned but will have a lower neck line than the crew neck.Ms [redacted] returned the merchandise using our Easy Return Labels (ERL) which was attached to her invoicesThe returns were processed and refunded on the following dates: Date # of Items Invoice Refund 03/09/ items [redacted] $03/10/ item [redacted] $02/29/ items [redacted] $ Our merchandise return policy as presented online, in catalogs, and our invoices: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within daysWe are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges)“Our invoices and the website informed Ms [redacted] that she can use the return label on the front of the invoice and the cost of $would be deducted when processing her returnThe amount of $was deducted for each return label used to return merchandise for a total deduction of $22.50.As a courtesy, Ms [redacted] received a refund in the amount of $through our customer service department on 3/12/which was credited to her Woman Within credit cardShe was informed on a 3/11/chat that the ERL label on her most recent order had been activated free of charge so she can return the merchandise at no cost to herPer our return policy, the shipping and handling fees as well as the express fee is not refundableWe thank Ms [redacted] for taking the time to inquiry and trust that this resolves this matter Please feel free to let me know if you have any other questions.Sincerely,Lorena [redacted] , Executive CommunicationsOffice: | Fax: 1.800.265.7073l [redacted] @fbbrands.com
Dear [redacted] ***,Thank you for passing along [redacted] ***s communicationWe reached out to her via email and resolved the matter to her satisfaction.We understand Ms [redacted] has not received the refund of the express next day fee which was issued on 1/31/She is also requesting a refund of the shipping and handling since she believes she was charged twice for shipping due to the backordered item.In checking our records, we discovered that PayPal declined the express shipping refund in the amount of $We reissued the refund in the form of a refund check which should arrive within the next days via USPS mail Ms***’s shipping and handling fee is based on the merchandise total on the orderAdditional shipping and handling was not added to the backorderThe order total on the checkout page includes all items ordered, shipping, handling, express fee, discounts, coupons and any taxes chargedSometimes the invoice total included a package may vary if an item is backorderedShipping and taxes charged will be adjusted according to the new order totalIf an item is backordered, the charge for those items, including any shipping charges not applied to the original shipment and any taxes will not be charged until the backordered merchandise shipsThe shipping and handling charges will not exceed the total amount quoted at check out.We thank Ms [redacted] for taking the time to inquire and trust that we provided the information needed to resolve this matterPlease feel free to let us know if you have any other questions.Sincerely,Lorena M [redacted] FullBeauty Brands, Executive CommunicationsOffice: | Fax:
Dear [redacted] ***, FullBeauty Brands (d/b/a Roaman’s) received the above referenced inquiry from [redacted] forwarded from your office and we are writing to respondOur understanding is that Ms [redacted] returned merchandise from a Roaman’s order she placed June 7, The total amount she was refunded was $ in the form of a gift cardShe indicates that she received an email indicating her return was received but was not aware that another email would be sent with the gift card detailsOur return policy states: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within daysWe are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges)For returns made after days we will issue a gift card equal to the purchase price (less shipping and handling charges) that can be used toward a future purchaseWe will deduct $from your gift card or refund when processing your return if the Easy Return Label, which is located on the invoice, is used.” This information is provided online, in catalogs, as well as the invoice Ms [redacted] received with her orderMs***’s return was received after the day period to receive a refund to her original payment methodPer our return policy, she was provided the gift card number and pin on the letter that was sent via emailShe was advised that she would not receive a plastic gift card in the mail Instead, her gift card information would be loaded to our files and would be retained for a period of days Thereafter it will still be valid, however she will need to provide the details noted on the letter (gift card number and pin) to redeem it toward a new order Gift cards issued are good for new purchases until a $balance is reached and cannot be redeemed for cash or credit to a major credit card/bankcard, except where required by law Ms [redacted] was advised to retain the Gift Card/pin number for her records as FullBeauty Brands is not responsible for lost or misplaced Gift Cards As stated on our website: If you're a registered user, or gave your email address to us over the phone, a Return Received email will be sent directly to your email address when your return is received and processedPlease note, a "delivered" scan at our warehouse does not indicate complete processing of your returnPlease allow approximately business days from delivery to completely process through our system and generate your return creditMs [redacted] mentioned that she was provided a return received email which indicates her return was receivedShe was informed in the email that a gift card would be issued if her return was received after daysThe email containing the gift card details was sent to her after our system generated her return credit in the form of a gift cardThe email was sent to her on 12/31/to the same email address she received the email indicating the return was receivedGift cards are bearer instruments (like cash) we do not know who currently holds the cards nor do we track the person the card was issued to after daysWe thank Ms [redacted] for taking the time to inquire and trust that this resolves this matter Please feel free to let us know if you have further questions or issues.Sincerely,Lorena M [redacted] Executive CommunicationsOffice: | Fax: [email protected] | www.fbbrands.com
Dear [redacted] ***,Thank you for passing along Mr [redacted] ***’s communicationWe were unable to reach out to him per his requestThe customer has informed us that he does not want any future communication from this company.We understand Mr [redacted] is requesting to be removed from all forms of communications from all the FullBeauty family of BrandsHe requested to have all communication stopped on 11/16/We immediately removed him from all catalog and email distribution lists as of the date of his requestWe trust this matter is resolved Please feel free to let us know if you have any other questions.Sincerely,Jasmine D***FullBeauty Brands, Executive CommunicationsOffice: | Fax: [email protected]
Dear [redacted] ***,Thank you for passing along [redacted] ***’s communicationWe reached out to her via email and provided an explanation.We understand Ms [redacted] keeps insisting that the email had an attachment with the gift cardThe email that was sent to her contained the gift card details in the body of the emailThe email was successfully sent and was not returned as undeliverablePrior to the conversion, two notices were sent via email in August to customers with outstanding store credits and redemption codesThe first notice advised that we were converting to non-expiring E-gift cards to replace the store credits and redemption codes E-Gift Cards are just like regular Gift Cards except they are sent via email as a digital card with an associated codeThe notice explained that the conversion to E-Gift Cards would occur over the next two weeksIn the interim, her store credit or redemption codes could be redeemed as usualOnce this conversion was complete, we deployed a follemail with her new E-Gift Card numbers, along with instructions on how to redeem them on our siteMs [redacted] was advised to please treat your E-Gift Card like cashLost codes cannot be replaced or refunded and we recommended that she save and/or print the email for her records.We recommend that she check her inbox and spam folder as FullBeauty Brands (d/b/a Swinsuitsforall) is unable to retrieve lost gift card informationThe email was sent from [email protected] with the subject line: Changes to your store credit or redemption code.Our records indicate we sent an email with her E-Gift card information on 08/09/The information on the email included the gift card number and pin numberWe did not receive a bounce back for the email sentAs previously indicated, customer service is unable to retrieve lost gift card informationIt is still valid; however, the customer needs to provide the details noted on the email (gift card number and pin) to redeem it towards a new order We thank Ms [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matterPlease feel free to let me know if you have any other questions.Sincerely,Lorena M [redacted] FullBeauty Brands Executive CommunicationsOffice: | Fax:
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regardless of what your "fine print" says, you are required to honor any "large print" mistakes made by the companyIf you made a mistake, you still need to honor itYour "large print" promised me the attached sweater at 50% off, and that is what you are required to provideFurther, this exact type of "mistake" keeps happening, which indicates a pattern of abusesThis is not the first time I have had to call customer service to request that they honor an advertised priceMany other times, I simply decided not to order an item where the promised discount was not appliedI could overlook "mistakes" once or twice, but repeated problems I cannotClearly, you don't seem to care about retaining a customer who has been a loyal Fullbeauty shopper for many, many years (since long before it became Fullbeauty) Regards, [redacted]