Alpaca Direct

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below $is due ( $ more appropriate)Company puts in writing they did not render the service they have kept my money for.I informed them in an email /writing my need to cancel evem prior to the service being scheduled( my insurance company required additional Quotes for the service) Regards, [redacted] ***

Dear Sir or Madame, Ms*** contacted us on April 3, regarding a recent purchase with us She stated that the infinity scarf was too small She asked for a return authorization We emailed her the return authorization along with the instructions for the returnWe received her return April 5th Our customer service representative refunded the full amount less the initial shipping cost per our return policy Our return policy states that "If your original purchase qualified for a FREE shipping discount and you choose to return any part or all of the order, you will be still responsible for both the original cost we incurred to ship the product to you and the cost to send the product back to us if the remaining purchase amount falls below the qualifying amount for the free shipping discount." The customer had received free shipping on her initial order All orders over $receive free shipping We refunded her $less $for the initial shipping cost we incurred and sent a copy of our return policy in the same email On April 5th, the customer contacted us regarding the refund amount Our manager replied to her email explaining the return policy and also sent her a copy of the return policyShe then contacted us on April 6th and said she still did not understand the return policyWe tried to explain the policy again to Ms***.We are very sorry she is unhappy We have tried our best to explain and work with her to resolve the issue Great customer service is very important to us.Here is a copy of our return and exchange policy This can easily be found on the top of our website under 100% Satisfaction Guarantee and also at the bottom under Returns.Easy Returns and ExchangesThe item must be returned in the same condition as it was sent, unworn and with the original tags affixed and postmarked within days(Don't worry, we don't put price tags on the gifts we send out)Although we check all merchandise for defects and damage prior to shipment, it is the buyers’ responsibility to check the product upon arrival to make sure it is free of any defectsIf you need to exchange an item for a different size or color, send it back (at your cost) and we'll pay the shipping on our end to send you the alternate product.Need an exchange in a hurry? Just make a new purchase and return the other order for a refundIf your original purchase qualified for a FREE shipping discount and you choose to return any part or all of the order, you will be still responsible for both the original cost we incurred to ship the product to you and the costs to send the product back to us if the remaining purchase amount falls below the qualifying amount for the free shipping discountYou will be refunded the shipping cost if the return is a result of a manufacturer error or our error.For fastest processing, please use the 'Self Service' returns process (See below)Otherwise, please call [redacted] customer service at [redacted] or request a return authorization online in our customer service sectionWe suggest you send the package by registered or insured mail since [redacted] is not responsible for items lost or damaged while shippingClearly print your name, address and RA# on the outside of the package in the return area and mail to:Alpaca DirectWHayden AveHayden, ID 83835USA

Attached are all the correspondences since February that I have had with Mr[redacted] via e-mail and then all the credit card disputesIt went back and forth multiple times, and in the end the credit merchant found in our favorWe had already purchased the specific materials for Mr***'s house, paid the initial fee to accept his credit card paymentThen when the first reversal took place, I had to pay a fee againThen when my account got credited the $amount again, I had to pay the credit card fee associated to that transactionThen when it was reversed again, I had to pay a fee associated to the reversalThen when it was credited back again, I had to pay the fee associated with that.I had made several attempts to contact Mr***, when he initially e-mailed me on 2/14/wishing to cancel servicesWe were going to offer a refund, just not in the entirety, due to the fee's we had to pay for, and materials being ordered, etcAlso, we do not keep any credit card information on file, so there was no possible way to refund any amount to Mr***, for he never responded to any calls or e-mails what so ever!!Like I had previous mentioned it went back and forth for months until they ruled it in our favorHe was stating dates of cancellation that were not true, for we hadn't even serviced him yet for the initial inspection, let alone a cancellation.Please feel free to contact me if you need any other information.Best Regards, [redacted] ***P.OBox Twin Lakes,WI [email protected]

Thank you for your email.They were so firm for that, so I gave up but yesterday afternoon, one of them called me that she will refund of that portion of shipping cost (their Ad on webpage is that free shipping over $in USA) due to reporting to Revdex.com.And she explained for their return policy again, but I couldn't fully understand and be clear, still confusingfor difference of what their Ad of free shipping over $49.50.Anyway, thank you so much and appreciatefor for your big helping to consumers!And I told her thank you for refunding

Dear Sir or Madame, Ms. [redacted] contacted us on April 3, 2017 regarding a recent purchase with us.  She stated that the infinity scarf was too small.  She asked for a return authorization.  We emailed her the return authorization along with the instructions for the return. We...

received her return April 5th.  Our customer service representative refunded the full amount less the initial shipping cost per our return policy.  Our return policy states that  "If your original purchase qualified for a FREE shipping discount and you choose to return any part or all of the order, you will be still responsible for both the original cost we incurred to ship the product to you and the cost to send the product back to us if the remaining purchase amount falls below the qualifying amount for the free shipping discount."  The customer had received free shipping on her initial order.  All orders over $49 receive free shipping.  We refunded her $49 less $7.04 for the initial shipping cost we incurred and sent a copy of our return policy in the same email.  On April 5th, the customer contacted us regarding the refund amount.  Our manager replied to her email explaining the return policy and also sent her a copy of the return policy. She then contacted us on April 6th and said she still did not understand the return policy. We tried to explain the policy again to Ms. [redacted].We are very sorry she is unhappy.  We have tried our best to explain and work with her to resolve the issue.  Great customer service is very important to us.Here is a copy of our return and exchange policy.  This can easily be found on the top of our website under 100% Satisfaction Guarantee and also at the bottom under Returns.Easy Returns and ExchangesThe item must be returned in the same condition as it was sent, unworn and with the original tags affixed and postmarked within 30 days. (Don't worry, we don't put price tags on the gifts we send out). Although we check all merchandise for defects and damage prior to shipment, it is the buyers’ responsibility to check the product upon arrival to make sure it is free of any defects. If you need to exchange an item for a different size or color, send it back (at your cost) and we'll pay the shipping on our end to send you the alternate product.Need an exchange in a hurry? Just make a new purchase and return the other order for a refund. If your original purchase qualified for a FREE shipping discount and you choose to return any part or all of the order, you will be still responsible for both the original cost we incurred to ship the product to you and the costs to send the product back to us if the remaining purchase amount falls below the qualifying amount for the free shipping discount. You will be refunded the shipping cost if the return is a result of a manufacturer error or our error.For fastest processing, please use the 'Self Service' returns process (See below). Otherwise, please call [redacted] customer service at [redacted] or request a return authorization online in our customer service section. We suggest you send the package by registered or insured mail since [redacted] is not responsible for items lost or damaged while shipping. Clearly print your name, address and RA# on the outside of the package in the return area and mail to:Alpaca Direct1016 W. Hayden AveHayden, ID 83835USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
$650 is due ( $ 750 more appropriate)Company puts in writing they did not render the service they have kept my money for.I informed them in an email /writing my need to cancel evem prior to the service being scheduled. ( my insurance company required additional Quotes for the service)
Regards,
[redacted]

Attached are all the correspondences since February that I have had with Mr.[redacted] via e-mail and then all the credit card disputes. It went back and forth multiple times, and in the end the credit merchant found in our favor. We had already purchased the specific materials for Mr. [redacted]'s house, paid...

the initial fee to accept his credit card payment. Then when the first reversal took place, I had to pay a fee again. Then when my account got credited the $650 amount again, I had to pay the credit card fee associated to that transaction. Then when it was reversed again, I had to pay a fee associated to the reversal. Then when it was credited back again, I had to pay the fee associated with that.I had made several attempts to contact Mr. [redacted], when he initially e-mailed me on 2/14/15 wishing to cancel services. We were going to offer a refund, just not in the entirety, due to the fee's we had to pay for, and materials being ordered, etc. Also, we do not keep any credit card information on file, so there was no possible way to refund any amount to Mr. [redacted], for he never responded to any calls or e-mails what so ever!!Like I had previous mentioned it went back and forth for months until they ruled it in our favor. He was stating dates of cancellation that were not true, for we hadn't even serviced him yet for the initial inspection, let alone a cancellation.Please feel free to contact me if you need any other information.Best Regards,[redacted]P.O. Box 656 Twin Lakes,WI 53181 [email protected]

Review: I bought a pair of Alpaca sleepers last April. By then the weather was warm and I did not used them until November. A month later the sleepers fell apart. I called Alpaca Direct and was told that, according to their rules, I had 30 days to return them. I explained the above circumstances and [redacted], the costumer service person, told me to take them to a shoe repair to have them fixed.I feel their products are cheaply made.In addition, they misrepresent their sales advertisements. The sleepers cost $49.99. In their online advertisement they raised their price to $79.99 deceiving the buyer by making one believe that you were getting 60% discount.Desired Settlement: I should have the sleepers replaced.

Business

Response:

On December 27th, 2014, we were contacted by [redacted]. She expressed that she was unhappy with the slippers she had purchased. We have a published return policy on our website and printed on each order and with that in mind we found the record of the order she had placed. It is dated on March 23, 2014. The items were shipped March 24th, 2014 and delivered by USPS.Our return policy clearly states that we need to be contacted within 30 days of purchase for the items to be eligible for a refund or exchange. This return policy is available on our website at any time and is printed on the packing slip included in her order. She had far exceeded that window of time. She contacted us 278 days (9 months and 3 days) after we shipped her product. She also mentioned that she was unhappy with the way the pricing was listed. On our website we do show the list price as $79.99, which is the price suggested by the manufacturer. We then list our asking price, which is less than the MSRP. Nowhere does it suggest that this is a sale price or a limited time offer. It is simply “list price” and “our price”. We do indicate the amount of savings in respect to the list price.In all our dealings with Ms. [redacted] she has been combative, threatening and abrasive. In several phone conversations we have reiterated our return policy. While we regret that she is unhappy with our product, we do not offer a lifetime warranty on any product and certainly not on a consumable product.