Allyn's Bridal & Millinery Supplies

Dear [redacted], Thank you for passing along [redacted]‘s communication. We reached out to him via email and explained the promotional details regarding the offer.  Mr. [redacted] placed his order online with items from the “KingSize Mix and Match Buy One Get One Free” deal offer....

The offer states: Buy one item from our special collection; get a 2nd item of equal or lesser value free. Please see attachment.Mr. [redacted] order included a jogging suit, a pair of pants, and a pair of socks. He expected to receive an identical item for each ordered free. However, the deal offer will adjust one free item for every one item in the special collection. If the items are all different prices, the lowest priced items would be activated as free. Mr. [redacted] added three items from the deal offer which qualified him to receive one item, the lowest priced item, free of charge. He received the pair of socks free of charge. Mr. [redacted] contacted us regarding this matter and he was offered the ability to complete the BOGO deal by purchasing the additional item(s) needed to complete the deal.  If he selected an item equal or lower in price to the next lowest priced item on his order, the item would be shipped free. Mr. [redacted] refused as he was expecting to receive one of each item free. We trust that this resolves this matter.  Please feel free to let me know if you have any other questions.Sincerely,Lorena [redacted], Executive CommunicationsOffice: 915.225.4131 | 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 have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They did contact me and did offer the 40% off the current prices as stated.  However, this would still make the price of the jacket higher than my original order, therefore it is unacceptable to me.  They stated that the clearance items were on a separate page of their website.  That may be true, but I reached the page for this particular jacket through a pop-up ad on my laptop, not directly from their website.  The pop-up showed the jacket in cobalt blue for $34.88 with no mention of clearance.  It took me directly to the page of their website for that jacket alone, not a clearance page.  There was also no mention of it being a clearance item on my order confirmation.The order confirmation also stated "shipping by 8/19" with no mention of that being only an estimation.  I have received additional dates of 9/19, 9/20 and 10/16 from them.  The representative who called me yesterday said (and this is the first time I have heard this) that it is a discontinued color and they only have one more shipment due in.  If my order is not high enough on the waiting list to be filled with this shipment, it will be cancelled.  I believe any business worth their salt would not have policies that are so unclear and unfair to their customers.  Unfair business practices should not be allowed with a company that has an A+ rating from the Revdex.com.  I have sent them 5 separate inquiries and this is the first time they have bothered to tell me it was a discontinued item.  
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.
I am not satisfied with the offer because they will not take responsibility for over-billing me by charging interest as well as for the item that they never sent.  They are trying to pass the responsibility on to their bank, but it is their fault.As an example, if I "forget" to make a bank deposit, and a company that I received a service from attempts a direct withdrawal for an account payment, the excuse that it was up to my bank whether or not to honor it and that they need to speak with the bank would be incorrect and I would be responsible.  Likewise, Roaman's should be responsible rather than trying to push it off on another entity.  If they choose to have comentity for their billing and banking, that is their choice and responsibility.   If there is a problem, and their is, they need to deal with it.I realize that it is not a great amount of money, but I am certain they do this to many people and it all adds up in their favor and to the customers frustration.  To me, that is very bad business.  They need to fix this!
Regards,
[redacted]

Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and explained our return policy.We understand Ms. [redacted] made a purchase with superfast shipping. She states the merchandise did not fit. She is requesting to receive a full refund...

including the original shipping and handling fee. Our merchandise return policy as presented online, in catalogs, and invoice: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be exchanged or returned within 60 days of ship date. We are happy to process an exchange at no additional shipping expense for a new size, color, or different item. If you prefer to return, you will receive a refund of the purchase price (less shipping and prepaid return label charges). A refund or exchange will not be processed for products that do not meet exchange or refund criteria or are received after 60 days from the original ship date. Exchanges exclude items shipped directly from 3rd party brands, items purchased through Amazon or using PayPal).”Our records indicate Ms. [redacted] placed an order on 06/24/18 for seven items in the total amount of $106.07. This amount includes the merchandise subtotal of $69.93, shipping and handling of $11.99, superfast 2 business day shipping for an additional $16.99, and tax of $7.16. She contacted us on 06/25/18 indicating she received an email and would not receive her merchandise on time. Her merchandise was delivered on 06/26/18 which is within the time frame given for superfast 2 business day shipping. However, a courtesy refund for the superfast 2 business day shipping was refunded in the amount of $19.00 to include tax. On 06/28/18, 06/30/18, and 07/01/18, Ms. [redacted] was requesting to have the original shipping and handling fee refunded. She was advised per our return policy, the original shipping and handling fee is nonrefundable. Ms. [redacted] advised us she ordered sizes based on what she wears in other department stores. Our sizes do not run the same as other department stores and our sizing chart is provided to our customers online and in the catalogs.  As a courtesy, she was provided with the option to return the merchandise free of charge. Upon receipt of her return, a refund for the merchandise amount of $69.93 plus applicable tax will be issued to her original method of payment. 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: 1.866.8749

Dear [redacted],Thank you for passing along [redacted] [redacted]s communication. We 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 1/31/17. 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 $21.64. We reissued the refund in the form of a refund check which should arrive within the next 10 days via USPS mail.                                            Ms. [redacted]’s shipping and handling fee is based on the merchandise total on the order. Additional shipping and handling was not added to the backorder. The order total on the checkout page includes all items ordered, shipping, handling, express fee, discounts, coupons and any taxes charged. Sometimes the invoice total included a package may vary if an item is backordered. Shipping and taxes charged will be adjusted according to the new order total. If 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 ships. The 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 matter. Please feel free to let us 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 don't except the response sent back by the company for the simple fact this has been an ongoing situation since September the 21st 2016. [redacted] Bank  has yet  to adjust the account  I've also taking a look at my credit report  and those negative ratings  showed up on my credit report  these are  charges that were never made by me even if full Beauty made adjustments it still showed up as a negative credit on  my credit report .  Also  both representatives from for beauty that I spoke with  Erica  and  Lorena  I did not appreciate the attitude or the way that they responded back to 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]

Dear [redacted],Thank you for passing along [redacted]'s communication. We reached out to her via email and provided an explanation. We understand Ms. [redacted] placed an order accepting a Brylane Home private label credit card. She states her order had a promotion and deferred billing code....

However, the statement she received indicated the order was not on deferred billing. She is requesting to have the interest charges removed. We inform our customer about the benefits which include deferred billing when a customer opens a private label credit card. However, this does not indicate the order will have deferred billing. Ms. [redacted] needed to have provided the deferred billing code at the time of purchase.As stated online:"[redacted]FULLBEAUTY Brands offers selected customers a 90 day defer payment plan. Enter the defer payment code on the Shopping Bag page. You must request to defer payment for 90 days. You may use your defer payment plan code with any other savings promotion code. Defer Payment not valid on items from ebags. Not applicable to prior purchases and gift/ e-gift cards. Under the defer payment program, the purchase amount will not be charged to your account at the time of your purchase. You are instead electing to have us automatically charge your account on the 90th day following the shipment(s) of your purchase, unless you have contacted us to change your method of payment, on or before the 85th day following the shipment of your purchase. Defer payment items returned during the deferment period will have the charge and credit processed at time of return, which may result in charges to your credit card prior to the expiration of the 90 day deferment. Delay in posting credit or return by customer's credit card issuing bank is not the responsibility of BrylaneHome®. If you change your method of payment after the order is placed, your method of payment will not be eligible for the defer payment option. Important details for each payment method to which a defer payment plan order may be charged to are: Woman Within® , Roaman's® , KingSize® , Bargain Catalog Outlet® , BrylaneHome® ,Jessica London® or fullbeauty® Platinum Credit Cards. Purchases to your existing credit card account under the defer payment program are subject to credit approval. Your available credit on your credit account will be reduced by the sum amount of unbilled charges you have under the defer payment program."Our records indicate Ms. [redacted] contacted our call center on 01/10/18 to advise her order did not receive deferred billing. We have a 30-day courtesy window to defer the order. Ms. [redacted] placed her order on 11/04/17 which exceeded our 30-day courtesy period, and are unable to extend the courtesy period to honor her request. FullBeauty Brands (d/b/a Brylane Home) cannot assist Ms. [redacted] with her request concerning the Brylane Home credit card; [redacted] is the issuer of this credit card. FullBeauty Brands (Brylane Home) cannot accept payment, cancel a card, or remove interest charges.We ask that Ms. [redacted] and your office work directly with [redacted] if she needs further assistance with this matter.[redacted]'s Contact information is as follows:[redacted] We thank Ms. [redacted] for taking the time to inquire and trust that this matter is now resolved. 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: 1.866.810.8749

Dear [redacted],Thank you for passing along Ms. [redacted]’s communication.We understand Ms. [redacted] has requested to be removed from our catalog distribution list, but she continues to receive mailings. Ms. [redacted] is requesting to be removed from any future mailings and wants to know...

how we received her information. Our records indicate Ms. [redacted] was removed from our mailing list on 09/08/16. Our catalogs are prepared in advance which is the reason Ms. [redacted] continued to receive some of our catalogs. We show the last catalog mailed to Ms. [redacted] was on 10/04/16 which she will receive this week from Roaman’s. Ms. [redacted] will not receive any future catalogs after this.We show that Ms. [redacted] made a purchase in 2011 through Fullbeauty which added her to our catalog distribution list. This also added her to the Fullbeauty family of brands catalog distribution list.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 D[redacted]FullBeauty Brands, Executive Communications500 S. Mesa Hills Dr., El Paso, TX 79912Office: 915.781.9168 | Fax: 1.866.810.8749

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. One of their reps was able to provide me with my gift card number after many phone calls.
Regards,
[redacted]

Dear [redacted],Thank you for passing along Ms. [redacted] [redacted]s communication. We reached out to her via email and provided the information needed to resolve the matter. We understand that Ms. [redacted] returned merchandise from her first order and was issued store credits totaling $86.40 on...

4/19/16. She was planning on redeeming the credits on a new order and contacted customer service for assistance. She feels she was given the run around and was not provided assistance. She is seeking a refund to her Visa or would like a credit with Swimsuitsforall so she can order more merchandise. Our records indicate that Ms. [redacted] inquired via phone and email on 1/13/17 regarding her store credits. Via phone she was advised that her store credits had been converted to non-expiring gift cards in August of 2016 and had been sent to her via email. She admits via phone that she deletes emails she receives from Swimsuitsforall unless she has plans on ordering; therefore, she has deleted the email and no longer has access to the gift cards that were emailed to her.Customer service via phone attempted to issue a refund to her credit card. Due to the retention policy, this action was not permitted since the gift cards had been deleted from our files. At the same moment, online customer service accessed her file and noticed customer service (via phone) was attempting to issue credit and conveyed the information via email. A subsequent email dated 1/31/17 informed Ms. [redacted] that the only way we can refund would be for her to provide the gift card numbers that were sent to her via email in August 2016 since her gift card details were no longer on file.Two notices were sent via email in August of 2016 to customers that had outstanding store credits and redemption codes. The 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 code. The notice explained that the conversion to E-Gift Cards would occur over the next two weeks. In the interim, the store credit or redemption codes could be redeemed as usual. Once this conversion was complete, we deployed a follow-up email with the new E-Gift Card number, along with instructions on how to redeem the gift card on our site. Ms. [redacted] was advised to please treat her E-Gift Card like cash. Lost 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 customer service is unable to retrieve lost gift card information. The email was sent from [email protected] with the subject line:  Changes to your store credit or redemption code.We thank Ms. [redacted] for taking the time to inquire and trust that we have provided the information needed to resolve 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]

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

Dear [redacted],Thank you for passing along Mr. [redacted]’s communication. We reached out to him via email and provided an explanation. We understand Mr. [redacted] has requested to be removed from all forms of communications from all the FullBeauty family of Brands. He states he is still receiving weekly emails. Mr. [redacted] is requesting to be removed from our email list. He requested to have all communication stopped on 11/16/16. We immediately removed him from all catalog and email distribution lists as of the date of his request. The email provided in Mr. [redacted]’s complaint is no longer in our system. If Mr. [redacted] has a different email address, we ask him to provide us with the email so we can remove him from our data base. If it is the same email and he is continuing to receive emails, we ask him to forward them to [email protected] so we can further investigate. We trust this matter is resolved.  Please feel free to let us know if you have any other questions.Sincerely,Jasmine D[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 full price of the shipping was not offered back and now after the 5 business days has still not been returned.   Although I may have been required to pay the normal shipping in addition to the next day fee, it was not my choice to have to pay shipping twice as they separated the order and shipped the packages individually.  
Regards,
[redacted]

Dear [redacted],Thank you for passing along [redacted]’ communication. We reached out to him via email and resolved the matter to his satisfaction.We understand Mr. [redacted] received an order that he did not place.  Mr. [redacted] contacted the FullBeauty Customer Protection Group (CPG) after he...

received the merchandise. He indicates that the order was not placed by him and the credit cards used on the orders do not belong to him. He complied with CPG’s request to return the merchandise he received and he was advised the matter would be considered closed. He is now receiving collection letters from FullBeauty brands demanding payment of $22.89. Mr. [redacted] is requesting an update of FullBeauty Brands records to reflect that he does not owe anything. Mr. [redacted] is requesting a letter confirming FullBeauty Brands actions for his records.Our records indicate that two orders were submitted online on 1/17/18 and 1/19/18 with Mr. [redacted]’ name and address. The 1/17/18 order shipped to Mr. [redacted]’ address while the item on the 1/19/18 order was placed on back-order status. Mr. [redacted] contacted our Customer Protection Group on 1/26/18 to advise he had received merchandise for an order he did not place. He confirmed that the Master Card credit cards used on the orders do not belong to him. The back-order on the second order was cancelled, and the matter was considered closed. Mr. [redacted] returned the merchandise which we processed as a return on 2/08/18 and refunded $91.49 to the credit card used on the order.We received a charge back request from the bank that issued the credit card used on the order. When a charge back request is received, any remaining portion that has not been refunded is returned to the bank and the system automatically deployed letters to the billing address. The automatically deployed letters were sent on 3/16/18 and 4/23/18. Mr. [redacted] was not in collections and this matter would not have resulted in further collection actions.Mr. [redacted] contacted FullBeauty Customer Protection Group (CPG) today who confirmed the file as closed. CPG stopped all system deployed collection letters and no further action will be taken. The file housing the orders is labeled as fraud. All orders submitted with Mr. [redacted] name and address will be stopped.We apologize for any inconvenience we caused Mr. [redacted] and thank him for taking the time to inquire. We trust this matter is now resolved.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]

Dear [redacted], Thank you for passing along Ms. [redacted] [redacted]‘s rebuttal.  We reached out to her via phone and provided the information necessary to resolve this matter.We understand that Ms. [redacted] perceives that the catalog offered an additional 40% off the when ordering online; however, this is not what was offered. The catalog presents the option to order online and provides instructions to the customer on how to add the items to her online order so she can receive the discounts offered in the catalog.She received a catalog that advertised “Order online with Catalog Quick Order and we’ll take 40% OFF EVERYTHING YOU CHOOSE. Just enter an item number in our search box, click go, and you can shop away." She attempted to order items online but the 40% discount was not applied. She contacted Customer Care and Executive Communications. She is seeking 40% off all the items in her shopping bag as well as the free shipping and free returns offered in the catalog.Our records indicate that Ms. [redacted] received a catalog with welcome pricing at 40% off. All the items in the catalog had a sale price reduction of 40% or more on all items in the catalog. A coupon code was not needed since the sale price listed in red font displayed the price with the discount.  While our original prices never change, we do run different sales and promotions throughout the year. The original price is listed in the black font on the catalog and website.Our customers have the option to order online. In order to receive the special pricing that is offered in the catalog, the Catalog Quick Order feature on the website must be used. This will enter the item with the item numbers provided in the catalog and will display the sale price offered in the catalog. This feature does not add an additional discount to items selected from catalogs. The catalog Ms. [redacted] received provided instruction on how to order online and receive the discount offered in her catalog.We reached out to Ms. [redacted] and explained that the item in her shopping bag included the discount offered in her catalog. We accessed her shopping bag and all the items correctly displayed the sale price offered in the catalog she received. Her expectation was to receive 40% off in addition to the sale price which reflected the 40% off discount. She understood that 40% would be deducted from all items on her order as long as she placed the order online which was not the intention of the offer. We thank Ms. [redacted] for taking the time to inquire and we invite her to place her order at the sale price offered in her catalog. She may redeem any promotion code of her choice in order to maximize her savings.  We are confident we provided the information necessary to resolve this matter.Sincerely,Jasmine D[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]

Dear [redacted],
Thank you for passing along Mrs. [redacted] communication. FullBeauty Brands (d/b/a Jessica London) is committed to providing a positive customer experience and we are confident that we can resolve this matter to the customer’s satisfaction.
Our records show that Mrs. [redacted]...

placed a telephone order on 3/23/2015 in the amount of $ 37.24 and subsequently returned it back to us on 7/13/2015. 
Please be advised that it is our policy to accept any unwashed, unworn or defective merchandise returned to us within 90 days of purchase for a full refund of the purchase price( excluding shipping and handling). For returns made after 90 days we will issue a gift card equal to the purchase price (less shipping and handling charges) that can be used towards a future purchase.
As previously mentioned above, we show a return processed on 7/13/15 and a gift card/merchandise credit issued in the amount of $28.55 and sent to Mrs. [redacted] by e-mail to the e-mail address on file. Gift card information details were also provided to the customer over the phone.
Comenity Bank runs the Jessica London private label credit card program, which is the credit card Mrs. [redacted] used as a method of payment on this purchase.  Comenity Bank is an unrelated third party.  FullBeauty Brands (d/b/a Jessica London) does not have the ability to cancel her card nor do we have the ability to make changes to her due date, accept payments, remove fees and interest, or make changes to her credit report. 
After reviewing the information, we communicated the matter over to Comenity Bank.  As a result of our communication with Comenity Bank, they have agreed to step in and work with Mrs. [redacted] to resolve this matter.  It usually takes 60 - 90 days for Comenity Bank to resolve matters of this nature.
We ask that Mrs. [redacted] work directly with Comenity Bank for additional assistance with this matter.
Comenity's Contact information is as follows:
  Comenity Bank
  PO Box 18205
  Columbus, OH 43218-202
  1-800-888-1726
We trust this resolves the matter is now resolved.
Best regards,
Marcela [redacted]
FullBeauty Brands
Executive Communications Department