Allyn's Bridal & Millinery Supplies

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.
Please see attached.
Regards,
[redacted]

Dear [redacted], Thank you for passing along [redacted] [redacted]’s communication. We reached out to him via phone and provided an explanation and an apology.We understand that Mr. [redacted] placed an order online on 4/19/18 and selected overnight delivery. He was charged $38.00 in shipping charges of...

which the overnight delivery charge was included. The pants on this order were needed for a business meeting. Mr. [redacted] states that part of his order was delivered 4/21/18 but the pants needed for his meeting were not included in the package. He contacted customer service who informed him that pants with a hemming request were ineligible for overnight shipping. Mr. [redacted]’s is concerned that he was not advised during check out that pants with a hemming request could not be shipped with the overnight option. He notes that he had to click on more to see the restricted items for the overnight option in the shipping information section at check out.KingSize customers that request hemming on pants will not be sent a previously hemmed item. Each request is custom hemmed, pressed, and repackaged prior to shipping. This additional process adds time to processing stage; therefore, Next business day Shipping is not an eligible option. If an order is submitted with a request for Next business day shipping, any pants with a hemming request will normally ship with the FedEx Superfast shipping in order to deliver the product as soon as possible.During the checkout process, the delivery options are presented. If the shopping bag contains items with a hemming request and items eligible for Next business day shipping, the Next business day option is provided. The Next Day Shipping option as presented during checkout:Next Business Day DeliveryAdd $22.99 more; expect delivery by 4/26/2018.MoreThe following displays when “More” is selected:Available items will arrive within 1 business day if ordered by 4:00pm ET. Items that are Reserved, Monogrammed / Hemmed, Shipped by a third party brand, Oversized and/or Heavy Weight are not eligible and will be shipped by Standard Delivery separately.Our records show that Mr. [redacted]’s order was submitted on 4/19/18. The eligible items for Next Business Day Delivery were processed and shipped the same day. FedEx confirms that the items shipped on 4/19/18 were delivered on 4/20/18.The Pants with the hemming request were pulled for processing on 4/19/18. The pants were hemmed, pressed and packaged on 4/20/18. Our warehouse does not ship merchandise on Saturdays or Sundays; therefore, the pants were shipped on Monday 4/23/18 and delivered on 4/24/18.Mr. [redacted] contacted online customer service via chat on 4/20/18 and 4/23/18. He was advised on 4/20/18 that the pants would ship separately with Superfast delivery due to the hemming request. On 4/23/18 he was advised that the pants were shipped on 4/23/18 with an estimated delivery date of Tuesday, 4/24/18. He needed the pants for Tuesday; therefore, the associate issued a courtesy refund of the postage surcharge for the Next Day Delivery fee of $22.99. We will be happy to issue a refund for the pants if Mr. [redacted] chooses to return them to our warehouse. We will not be able to issue a refund without a return.We thank Mr. [redacted] for taking the time to inquire and apologize for any confusion or inconvenience the selection of Next Day Delivery caused. Please let us know if you have any other questions.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]

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.
The woman that contacted me wants the card number from the Visa used so she can charge the refund amount to it before issuing a refund check. Obviously if I had the card number I wouldn't have filed a complaint. They are doing nothing.  They need to issue a check for the refund amount. 
Regards,
[redacted]

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.
The business offered discounts (20% off when I buy one item, 25% off each item when I buy 2, and an extra 30% off all items when I buy 3 or more) valid only through the January 11 2018 which is today and the discounts were only valid if I chose one two or three items for a discount which would not equal the difference between the item I wanted and what they were selling for.  I had just purchased other things I wanted at the time of this incident. However I understand that they have that posting and they probably legally are not required to do anything. But it does not seem fair.  Their chatline representative told me that prices are often advertised differently in the magazine as they are online and told me I could not order the item at the $24.99  but could if I called online to place the order. That was false.   I have been a customer of woman within Romans and full beauty which are all organized together for over 15 years I have never run into this problem before and I have never called to try to get the discount different than what was in the magazine. It is just unbelievable that this is their resolution and it will stop me from shopping with their catalog ever again.   Please post my issue on your site.    I’m still very disappointed with the company and their short-term offer.  
Regards,
[redacted]

Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via phone and resolved the matter to her satisfaction.We understand that Ms. [redacted] returned merchandise from a recent order and it was returned to her as undeliverable. Ms. [redacted] specifically...

states that the post office indicated that the zip code 46283 was no longer valid. She contacted customer service and was assured that the address was correct. She was informed that a return label would be sent to her but has not received the label. She is requesting to receive a postage paid return label and is seeking a refund to her credit card instead of a refund in the form of an E-Gift Card.The return address is correct and the zip code 46283 is a unique zip code used for the FullBeauty family of brands returns. We normally do not have problems receiving returns. Unfortunately, the US Post office that handled Ms. [redacted]’s return did not recognize Swimsuits for all as one of the FullBeauty family of brands.We sent a return label to Ms. [redacted] via her email address in order to facilitate her return. She will receive a refund to her credit card once her return is processed. Ms. [redacted] was provided our direct phone number in the event that she needs further assistance with this matter. We thank Ms. [redacted] for taking the time to inquire and thank her for bringing this matter to our attention.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]

Thank you for passing along Mr. [redacted]’s communication. We reached out to him via email and resolved the matter to his satisfaction.   We understand Mr. [redacted] made a purchase December of 2015 in the amount of $112.47. He returned two items and received a credit on January 14th in the...

amount of $67.48. Mr. [redacted] states he received a letter in February requesting payment in the amount of $74.98. He contacted us and made the payment. Once he made the payment, he noted it was a double charge and disputed the amount.   Our records indicate there was a miscommunication with the bank that manages Mr. [redacted]’ credit card. This led our associates to believe that the amount of $74.98 had been reversed due to a dispute. This assumed reversal generated a collection letter which Mr. [redacted] responded to. He verbally authorized a $74.98 charge to his account which he later realized was an overpayment. He disputed the overpayment with the bank who then reversed the payment. After further research and further communication with the bank, we concluded the $74.98 was not owed by Mr. [redacted].   We have cleared the assumed debt and removed Mr. [redacted] from collections. We regret any inconvenience this has caused him.   We thank Mr. [redacted] for letting us know about this error and trust this matter has been resolved to his satisfaction. Please feel free to let us know if you have any other questions.   Sincerely, Lorena M[redacted] Executive Communications 500 S. Mesa Hills Dr., El Paso, TX 79912 Office: 915.225.4131 | Fax: 1.800.265.7073 l[redacted]@fbbrands.com | www.fbbrands.com

Dear [redacted], Thank you for passing along [redacted]’s communication. FullBeauty Brands (d/b/a Swimsuits for all) is committed to providing a positive customer experience, and we are confident that we can provide the information necessary to resolve this matter. We understand that...

Ms. [redacted] placed an order online and she states that the shipping displayed $0.00 with an order total of $26.98. Ms. [redacted] claims that she was charged the $8.99 shipping when she submitted the order. She called customer service within an hour and requested free shipping or to cancel her order, but customer service did not honor her request. She wants the shipping refunded or her, order canceled. We provide the following information online regarding changing or canceling an order: “Contact us within the first hour of your purchase and, in most cases, we can make any necessary adjustments to your order.”Each order is dated, and time stamped in the order it is received. Our records indicate that the order was submitted on 06-14-2018 at 07:16:20 AM, ET. We received a total of three emails on 6/14/2018 via the contact us form on the Swimsuits for all website. Customer service received the first email at 11:32 AM, ET, and a reply was sent to Ms. [redacted] at 11:55 AM, ET. The first email arrived over 4 hours after Ms. [redacted] submitted her order. We are only able to make changes or cancel an order within an hour of Ms. [redacted]’s purchase.The promotion code redeemed on Ms. [redacted]’s order offered the following: “Coupon [redacted]: free shipping on order of $75 minimum and 35-60% off Sitewide. Exclusions are clearance items, designer brands, entire product categories, new arrivals, and/or special promotional styles. This coupon could also apply to only a specific product category. Free shipping promotions apply solely to orders delivered within the US and includes only standard shipping unless otherwise noted. Additional or variations to the listed exclusions could also apply. All exclusions are subject to change without notice. Please contact us for the specific exclusions/details for this promotion. ”We provide the following information regarding coupon codes and clearance items: “We've got such great prices and so many special sales that we don't allow coupons to be combined or used on clearance items, unless otherwise noted. Clearance items are indicated on the site with a grey "Clearance" sticker on the bottom of the product image.”Ms. [redacted] received a response that her order did not qualify for free shipping since her merchandise total is $26.98. The free shipping applies to orders with a qualifying merchandise amount of $75 or more. The item Ms. [redacted] ordered is a clearance item. Please see page 1 in the attached document. The website displays the item as a clearance item at the price of $26.98.Ms. [redacted] states that the website displayed free shipping on her order. The “Beach Bag” will not display a shipping cost since the method of shipping has not been selected, and Ms. [redacted] has not checked out. Please see page 2 in the attached document.Ms. [redacted] proceeded to checkout from the “Beach Bag. The checkout page displays the selected shipping method to include the cost of shipping. This information is provided before entering her payment method and before she places the order. Please see page 3 on the attachment.Ms. [redacted] was provided the shipping cost and order total before check out, and Ms. [redacted] had the option to not place the order if she did not agree with the price. We received her communications after her order was processing to ship. We are unable to make changes to an order to include canceling the order when the order is processing. She is welcome to return the merchandise for a refund.We thank Mr. [redacted] for taking the time to inquire, and we trust we provided the information necessary to resolve this matter. Please feel free to let us know if you have any other questions. Sincerely,Lorena M[redacted] FullBeauty Brands Executive Communications500 S. Mesa Hills Dr., El Paso, TX 79912Office: 1.800.781.9168 | Fax: 1.866.810.8749

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.
From: [redacted] Sent: Tuesday, April 25, 2017 10:44 AM To: info Subject: RE: You have a new message from the Revdex.com of Central Indiana complaint #[redacted].  I received a call from someone with their corporate office around 5 thirty last night. After I had already received an email about an hour earlier telling me it was too late to modify or cancel the order. The only option was that I would be charged and would have to attempt to return the unwanted items. The person with corporate confirmed they did release the fraud hold without my authorization.  They apparently called my bank just to match my information and then released the hold. Their customer service department did not place a notification in my account as they should have when I called, which may have prevented all of this as they would have had to reach out to me to discuss the issue. She is investigating my inquiry and will attempt to cancel the order but it has already been invoiced. I was told she will call me back today. I am not pleased with them. I honestly don't understand why they are making this so complicated.  I should have been able to modify my order immediately when I caught my error.  They have made it impossible to fix a simple mistake.  She did not provide the option to modify the order just possibly cancel if she can intervene before it ships. They do not value their customers business.  Why did I have to file a complaint to receive a call.  Her explanation was the customer service department does not have the authority she does. So why have a customer service department if they are not empowered to assist the customer.  They force the customer to file a complaint if they need help.  She also stated the warehouse is very large and busy as they service more than just swimsuits (they have many subsidiaries).  I was treated as an inconvenience and they are too busy to deal with my issue which she said would be like them trying to find a needle in a haystack.  Wow... My order is not important to them. All they care about is my money.  
Regards,
[redacted]

Dear [redacted], Thank you for passing along Ms. [redacted] communication. We reached out to her via phone and resolved the matter to her satisfaction. We understand that Ms. [redacted] received her chair with a missing part. She requested to have this missing part sent to her.    ...

Due to the construction of the merchandise, we were unable to send out the missing part. However, we have sent Ms. [redacted] a replacement chair.                                 We thank Ms. [redacted] for taking the time to inquire and trust that this resolve this matter. Please feel free to let me know if you have any other questions. Sincerely, Jasmine [redacted] FullBeauty Brands Executive Communications Office: 1.800.781.9168 | Fax: 1.800.265.7073

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.If Jessica London isn't reporting proper information to Comenity Bank, then they should do so.  Jessica London's website still indicates that the return was received but Comenity Bank is reporting a negative mark on my credit and charging me interest for the returned item.  I cannot accept this as a resolution until both parties have communicated the information so that I am not being attacked by Comenity Bank for an item I have returned, due to Jessica London's incompetence.  I do not consider this issue resolved at this time.  Regards,[redacted]

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.
Regards,
[redacted] I am not satisfied with this response because: 1. They state here that they ask for 7 business days to process a return once delivered, however, I received an email and the email states it will be processed within 3-4 business days. Please see below. Return received Dear [redacted], Great news! We’ve received your package and are working diligently to process your refund and/or exchange. We should have your package processed within the next 3-4 business days and we’ll notify you by email once complete. Sincerely, fullbeauty.com® Customer Care P. S. If you have questions or comments and would like to contact us: https://www.fullbeauty.com/ContactUs/ContactUs.aspx For questions regarding your fullbeauty.com® credit card, simply click on the link below or call us at 1-800-400-4481. https://onlineaccess.mycreditcard.cc/fullbeauty fullbeauty.com®, 2300 Southeastern Ave, Indianapolis, IN 46283-8386 2. I have asked that the shipping charges also be credited because there is no reason it should take 2 weeks to be shipped from RI to IN. I can not process a complaint with FedEx as I am not the customer who created the label. I have asked for them to file a complaint with FedEx as there policy states the packages should arrive within 7 business days. I am sorry I can not quote their policy as the website is currently down. 3. Also, I have asked that my finance charges be refunded as well due to their delay in processing my returns. 4. They did not address why my third submission with them was not even acknowledged and they state they tried to call to apologize, but called twice while I was at work and provided a long distance phone number to return the call. I did not return the call as I was not going to pay any more money to make a phone call to them. They have not attempted again since. They also have my email address and did not offer an apology using that method either. I don't find this at all sincere but I don't even need an apology. I absolutely refuse to do any more business with this company. I am not a difficult person to deal with but this has been by far the worst experience I have ever had with a company. They don't stand by their policies and don't attempt to make restitution until you reach out to an outside agency. If they truly were concerned for my inconvenience they would have also offered me a coupon or some form of compensation. They have only done what they should have done several days prior to when they actually did. Thank you for your assistance in this matter.

Dear [redacted], Thank you for passing along [redacted]’s communication. We reached out to her via phone and provided an explanation. We understand that Ms. [redacted] received a catalog advertising our “Buy 1, Get 1 50% off Sitewide 2 day event”. She attempted to place an order for 4...

items, 2 tops and 2 robes, to take advantage of the offer. When placing her order, she was only receiving a discount the tops she attempted to purchased. Ms. [redacted] expected to receive 50% off one of her robes and 50% off one of her tops.  The details of the offer are as follows: Buy 1 get 1 50% off. Offer limited to 5 discounts per order. Excludes items shipped directly from 3rd party brands, clearance, national brand shoes and lingerie. For online use only. Not applicable to catalog orders. Discounted item(s) will be the lowest priced item(s). Returns will be credited at the discounted price. Not applicable to gift cards/prior purchases. Applies tosubtotal only. May not be redeemed for cash/combined with other offers. Expires at 08/25/2016 at midnight EST.                                    As indicated, the discount applies to the lowest priced items. The coupon worked as intended and Ms. [redacted] received the discount on the lowest priced eligible items, which were the tops.  We thank Ms. [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matter. Please feel free to let me know if you have any other questions. Sincerely,Jasmine D[redacted] FullBeauty Brands Executive Communications 500 S. Mesa Hills Dr., El Paso, TX 79912Office: 1.800.781.9168 | Fax: 1.866.810.8749

Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and provided an explanation as well as a summary of all debits and credits of all orders. We understand that Ms. [redacted] indicates [redacted] Bank has yet to adjust her account and she has negative trades on her credit report.All the necessary adjustments have been made by FullBeauty Brands to Ms. [redacted] account. No further adjustments are needed. FullBeauty Brands (d/b/a Woman Within, Roaman’s, fullbeauty.com) cannot assist Ms. [redacted] with her Woman Within, Roaman’s, and fullbeauty.com credit cards. [redacted] Bank is the issuer of her FullBeauty Brands credit cards. FullBeauty Brands (d/b/a Woman Within, Roaman’s, and fullbeauty.com) does not have the ability to accept payments or remove fees and interest nor does it have the ability to make changes to a customer's credit report. We ask that you work directly with [redacted] Bank if you need further assistance with this matter.[redacted]'s Contact information is as follows:[redacted] Bank[redacted]Columbus, OH 43218 2273[redacted]We thank Ms. [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matter. Please feel free to let me know if you have any other questions.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749

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.
Regards,
[redacted] I take umbrage to the company's response that my first request was made in 12/15 - that is ridiculous.  Why would I spend my time filing a complaint  if I had just requested this action 2 months ago?  If it doesn't make sense than it's not true.I want to be removed from ALL mailing lists relating to the Full Beauty companies, including Woman Within, Jessica London and Brylane Home.Thank you.

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.
The company provided information it claims was available the day of the attempted purchase. It was not. That it makes the connection now in no way demonstrates I, or any customer, was privy to that information then. In fact, because it wasn't, I called customer service, and was given entirely different information. That is at the heart of my complaint -- that their customer service rep either provided me with wrong information or the company is providing misinformation now. That their reps are poorly trained or misinformed should not be to the customer's detriment. Regardless of whether the customer service rep was right or wrong, I am entitled to rely on their direction, and the company is obligated to honor it. If the company reviews their records, I have been a customer for decades and have never had a serious complaint. Also in the past, if there was a minor error, which occurs sometimes, the company was responsive. It is not clear why they are fighting tooth and nail over this issue, but if they do, so will I. I contend they were engaging in fraud, whether intentionally or inadvertently. Now that they are aware, their actions are certainly intentional. I do not accept their offer because it does not address the issue at hand -- the intent of their advertising language, what information was available to me as a online customer, and what their representative told me over the phone. 
Regards,
[redacted]

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.
A "flat" as Roamans put it, is a sandal.   A sandal is a type of shoe, so Roamans is trying to mince words and use bait and switch to use deception in the advertisement.  Roamans is simply lying to the public.  Is the Revdex.com going to allow this to happen?
Regards,
[redacted]

Dear [redacted]:
We received your communication regarding Mr. [redacted] customer inquiry and are writing to respond. FullBeauty Brands (b/b/a Woman Within) is committed to providing a positive customer experience and we are confident that we can
resolve this matter to the customer’s...

satisfaction.
We understand that Mr. [redacted] placed an order on 12/06/2015 in the amount of $39.48 for a lilac flannel robe using his mobile device. Mr. [redacted] subsequently received an e-mail notification advising him that the order was being processed
for shipment. Unfortunately, the item became back ordered after the order was processed.
We contacted Mr. [redacted] over the phone and offered apology for the inconvenience and an explanation of the backorder process.
Mr. [redacted] was offered and refused expedited shipping and Christmas delivery for the same robe in any available colors or a substitute item.
Mr. [redacted] will be given a 40% discount and free shipping and handling for keeping his backordered item on file.  Both adjustments will be completed after the item has shipped.
We trust that this matter is now resolved.
Best regards,
Marcela [redacted]
Fullbeauty Brands
Executive Communications Department

Dear [redacted], Thank you for passing along [redacted]’s communication. We reached out to her via phone and provided an explanation.We understand Ms. [redacted] purchased 4 shirts in petite length. When she received her merchandise, not all of the styles included a tag with the petite...

length indicator. She contacted our online customer support and was advised the merchandise tags do not always indicate the special length (Petite or Tall). Ms. [redacted] is requesting a free return.  Our records indicate Ms. [redacted] placed an order on 05/16/17 for 4 shirts in the Petite length. The Polo on her order had the Petite indicator on the tag but the tee shirts did not. As our online customer support indicated, the tags do not always indicate the special lengths (petite and tall). The shirts will be in the advertised length for petite of 26 inches.  During our telephone conversation with Ms. [redacted] she indicated that she tried on the Polo but the length was too long for her liking. She admits that she did not try on or measure the length of the tees. Her expectation was that the Petite tops from our company would fit the same as the tees from other companies she purchases from. Fit and length does vary by company.Our return policy as presented online, in catalogs, and on the invoice Ms. R[redacted] received: Our goal is our customer’s complete satisfaction! All unworn, unwashed, or defective merchandise may be returned within 90 days. We are happy to issue a refund of the purchase price (excluding shipping and handling charges). If our Easy Return Label (ERL) is used, a fee in the amount of $7.50 is charged.Ms. [redacted] has the option to return the merchandise using her own return label and using the carrier of her choice. By doing this, she will not be charged the return fee of $7.50. We ask that she use her original packaging, enclosing the invoice with the merchandise, and return to the address listed on the front of her invoice. Return the package to 2300 Southeastern Ave, Indianapolis, Indiana, 46283-0001, allowing 2 weeks for her return to be received, processed, and credited or refunded. As a reminder, original and return shipping and handling charges are not refunded.We thank Ms. [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matter. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073

Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to him via email and provided an explanation and resolved this matter to his satisfaction.  We understand items were mistakenly shipped to Mr. [redacted]’s address instead of his mothers. He was instructed to...

ship the items to the correct address and was informed that he would be reimbursed for the shipping expense. He is requesting to receive a refund for the shipping expense and is requesting to have our $7.50 return fee paid at our expense. Mr. [redacted]’s contacted our call center on 1/10/16 and had this matter resolved. A refund check in the amount of $49.67 was issued to Mr. [redacted]. We ask him to allow 6-10 business days for the refund check to arrive. Per Mr. [redacted]’s request, we have activated the return label free of charge and flagged to inform our warehouse that the $7.50 return fee will be paid by FullBeauty Brands (d/b/a Brylane Home). We thank Mr. [redacted] for taking the time to inquire and trust that we solved this matter to his satisfaction. Please feel free to let me know if you have any other questions.Jasmine D[redacted] FullBeauty Brands Executive Communications500 S. Mesa Hills Dr., El Paso, TX 79912Office: 1.800.781.9168 | Fax: 1.800.265.7073

Dear [redacted],Thank you for passing along Ms. [redacted]’s rebuttal. We understand that feels she had to file a complaint to receive a call from our business. She states that we informed her that we would attempt to cancel but didn’t put forth effort to cancel the order.Executive Communications contacted Ms. [redacted] the day prior to receiving the complaint through the Revdex.com. She was advised that her order would need to be invoiced before we could attempt to stop the package. Invoicing makes it possible to locate the package. She was advised that invoicing occurs overnight and we would be contacting her the next day once we could confirm the cancellation of her order. The process involved to cancel an order that is in process of shipping was explained to her in order for her to understand why the order could not be cancelled immediately.Ms. [redacted] was contacted via phone the next day and a detailed voice message was provided indicating that her shipment had been stopped and the authorization hold on her card had been released. She was provided my direct phone number as well as out toll free number in case she had further questions.Ms. [redacted] feels our Consumer Protection Group (CPG) should have contacted her prior to releasing her order for processing. The order Ms. [redacted] placed was not placed fraudulently and Ms. [redacted] verified she placed the order. Her online order was randomly selected for fraud review based on a score system. Orders are randomly selected for review in an effort to reduce loss due to fraud. We followed the normal business process of verification and released in order to comply with shipping time frames. Orders are released by CPG if the information verifies with the payment processor and the shipping address is the same as the billing address.  CPG will contact the customer if the shipping address is different from the billing address and there is no shipping history to the shipping address. The order will be cancelled if the billing name and address does not match. We appreciate the time Ms. [redacted] took to inquire and trust this resolves this matter. If you have further questions or concerns, please feel free to let us know.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]