Alpargatas USA, Inc (Havaianas)

At this time, I have been contacted directly by Alpargatas USA, Inc (Havaianas) regarding complaint ID ***, however my complaint has NOT been resolved
because:
I had not heard anything back after my Revdex.com complaint, so I called them on 5/*. I explained my situation and again requested my gift cards refunded. I received a call back a few days later, but the voice message was so muffled that I was not sure who called from Havianas and the only number they left was the main toll free order line. I tried to call back, but was on hold for minutes before I gave up. I called again on 5/** and spoke with ***. He was one I had spoken with previously. He took my information to process the refund and *** told me to call him on Friday. I received a voice mail on 5/** saying my gift card balance was still at $100, as if that was the resolution I was seeking, with no mention of my request for a complete refund. I called on 5/** asking to speak with ***, but he was not availableI asked again for the *** *** *** that I had spoken with on 4/** asking for a refund of my gift card. She also was not available. The customer service rep took my information and I again said I didn't want this company's product; I just wanted my $back. I received a call from *** on 5/** who said they don't refund gift cards. I summarized all of my issues since February **, trying to make an order. She cut me off, asked if there was anything else. When I asked for a ***, she hung up on me.All I want is a $check refunding my gift card balance. I don't want to be forced into this company's scam, poor customer service, and lack of respect for customers
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

At this time, I have been contacted directly by Havaianas regarding complaint ID ***,
I did receive my refund from HaviianasSo thank you for all your help!
Sincerely,
*** ***

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

Revdex.com:
At this time, my complaint, ID [redacted] regarding Alpargatas USA, Inc (Havaianas) has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Alpargatas USA, Inc (Havaianas) regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:
At this time, I have not been contacted by Alpargatas USA, Inc (Havaianas) regarding complaint ID [redacted].
Sincerely,
[redacted]

At this time, I have been contacted directly by Alpargatas USA, Inc (Havaianas) regarding complaint ID [redacted], however my complaint has NOT been resolved because:...


On 12/**/13 Alpargatas provided me a return authorization for nine (9) pairs of sandals. The items were shipped back to the company on 12/**/13 and receipt was confirmed.  Each of the nine (9) pairs of sandals had a a price of $26.00; five (5) of the sandals were subject to a 20% discount. The total due to me should be $226.20 (including sales tax). I received a check from Alpargatas in the amount of $56.94, therefore, I am still owed $169.26.
   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
They provided a return authorization for nine pairs of sandals, each with a price of $26. Five of the sandals were subject to a 20% discount. 
The total refund due to me should be $226.20 (including sales tax), yet on 3/13/14 the company sent me a check for just $56.94.
 
If you can assist, I would be most appreciative.

Revdex.com:
At this time, I have not been contacted by Alpargatas USA, Inc (Havaianas) regarding complaint ID [redacted]. The have not returned my calls, emails or letters. How large companies like Nordstrom, who pride themselves on such...

a high level of customer service can carry this brand in their stores is beyond me. This company has my money, I have defective merchandise, they ruined a wedding, and they do NOT care at all. On top of that they ignore the Revdex.com of New York? Really? How this is allowed is shocking and that the company doesn't care. I do apprecaite your follow up, Revdex.com.
Sincerely,
[redacted]

Revdex.com:
At this time, I have not been contacted by Alpargatas USA, Inc (Havaianas) regarding complaint ID [redacted].
There has not been any resolution to my complaint.
Sincerely,
[redacted]

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

At this time, I have been contacted...

directly by Havaianas regarding complaint ID [redacted], however my complaint has NOT been resolved because:
To whom it may concern: A woman did call me last Thursday regarding my refund saying that their accounting department has had problems refunding their customers. She said that I should receive my refund this upcoming week. She gave me her name and direct line. Her name is Helen R[redacted]. Her direct line is ###-###-####. She said that if I didn't receive my refund by Friday then call her directly. That is the only communication I have had with their accounting department so far. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Placed order (ORDER NUMBER: [redacted]) on 02/**/2014 to: [redacted]

Order shipped UPS ([redacted])

Was delivered to wrong address in Secaucus, NJ.

Called customer service five times to reorder to correct address and are evasive and unresponsive. They keep telling me someone will get back to me from the "processing team". I haven't heard back from anyone in the last three weeks.Desired Settlement: Full credit or deliver order by 3/**/2014

Review: I placed an order for 2 pairs of sandals on 2/*/14 -- for gifts for my 2 sisters due 2/**/14. Because I have purchase from Havaianas before, I knew their products arrived in 2 days.

I never received the products. On 2/**/14, I received an email stating that one pair of sandals is out of stock. The holiday came and went, without a word from this company. The sandals were part of a 'pedicure gift package' for each sister. Had the company told me they were out of stock, I could have purchase other items. But I waited. The holiday passed without a word from Havaianas.

When I called them today, they said that one item is 'on the way' and asked if I want a shipping label to return the one pair of sandals.

I will never do business with this company again. And I feel an obligation to report so other customers can be aware of their poor customer service, and lack of keeping an agreement, and lack of timely information.Desired Settlement: Apologize, offer complimentary items (their products are inexpensive - but they cost me dearly). THEY SHOULD GIVE 2 PAIRS OF SANDALS FREE.

THIS COMPANY acted irresponsibly, and destroyed an important occasion, and left me no alternatives for gift giving.

They should apologize in writing. They should inform the corporate office. The president of the company (in Brazil) should know how business is being run in the U.S.

Thank you - [redacted]

Consumer

Response:

At this time, I have not been contacted by Alpargatas USA, Inc (Havaianas) regarding complaint ID [redacted].

Sincerely,

Review: I placed an order online on July * at [redacted] (Order Number: [redacted]). I wasn't satisfied with my purchase so I called customer service on return. They gave me a ups return label. I did exactly what they told me to do and my return was delivered on July [redacted], signed by a havaianas employee. It says on their web that "Please allow 2-4 weeks from the time the product is sent back for your return to be processed and refunded to the original form of payment".

It has been 4 weeks since they received my return and yet no updates on refund at all. I want them to proceed my refund as soon as possible.Desired Settlement: I want them to process my refund as soon as possible.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been calling the customer service number for 2 weeks now and Havaianas has the worst customer service I have ever experienced. I had 2 orders both of which are returned as of July * and and a [redacted] order which will be delivered tomorrow. I can't understand why it takes 4 weeks to process a refund the shoes are in your possession. I asked to speak to a manager and time and time again, people hang up in my face and are terse with me. I will never shop this place online again. The reason why they had to be returned is the sizing was incorrect in the part of Havaianas and I had to reorder the same shoe then return the ones that do not fit which are the same size and pattern. This is utterly ridiculous and it isn't my fault the sizing was incorrect. I own over 30 pairs of havaianas and the size I received was no where near my size even though the shoe is stamped my size. I haven't been able to speak to a manager because the representatives say they are not in call back or when they supposedly transfer me to voicemail the phone mysteriously hangs up in my face and I do not appreciate that.Desired Settlement: I want all 3 orders refunded to my credit card because you have the merchandise and I would like to speak to a manager regarding the customer service I've received. Again, I will never patronize this company again and it's sad that I have received such treatment and I am given a hard time when I ask to speak to a manager as if it isn't my right to do so. As much as I love the product I will not be treated poorly and the 1800 number is a disgrace when you need help. The representatives there are beyond rude and will not help in any way.

Business

Response:

General Information on returning product purchased from the Havaianas website: Returns take 2-3 weeks to process from the day the package of returned items are sent by the customer.

Review: I ordered three pairs of sandles and was charged for all three, but I only recieved two. I emailed and telephoned Havaianas customer service six times, each time I was told I would be contacted within 48hrs to resolve the issue, it's now been over 2 weeks. I still have not recieved a response by telephone or email. I also have not been reimbursed for the missing sandles or a previous order that was returned three weeks ago. I am out a little over $90. I feel that I have given them plenty of time to respond and I now just want to be refunded.Desired Settlement: I want a refund for the missing sandles and want to be refunded for my first order as well.

Review: I received my shipment of 3 very disappointing Havaianas in January, I placed my order January [redacted]. On opening the box, all 3 pair of flip flops had something wrong with them.

• The stock pair had the back straps pulled out of the holes, I pushed them back in. (Item #[redacted])

• The second pair (custom) was supposed to have 4 wine pins on them, one of the shoes has a hole punched in it, but there is no pin in the hole (seriously? Do you have quality control over there?)

The third pair, which are for a March [redacted] wedding, arrive with the crystal turtle pins NOT where they were specifically asked to be placed. One of the pins are on the end of the strap, up the foot and will not show under the dress. Who made a decision to move the placement of the pins? I did not ask for placement there when ordering online

? I called on January [redacted] at 8:17 AM PST and talked to [redacted], who said someone would return my call within 24 to 48 hours, no one ever called or emailed me.

? I called on February [redacted] at 11:15 AM and talked to [redacted], he said notes on my account only said one pair were wrong. I said I wanted to talk to someone, he told me someone would call back, no one ever did.

? I called February [redacted] and got [redacted] again. I told him no one ever called or emailed me. He said he would take a message, I refused. He said he called the customer service desk and no one was answering. I told him I would stay on hold until someone answered. I asked to speak to his [redacted] and he said “ that won’t help, the distribution department is not responding. He told me to email the escalations department with pictures, I did so on 2/**/14

I called February [redacted] at 1:45 PM, talked to [redacted], said I should re-email the escalations department. He also said I am now outside the 30 day window period to return. I have fully documented all dates/times, I am now outside the 30 period because no one will respond!

I fully expect 100% of my order costs to be refunded and please send me a RGA so I can return the product to you. I cannot understand your lack of quality control over there, how can 3 pairs of shoes make it out the door with no one noticing the defects?Desired Settlement: I fully expect 100% of my order costs to be refunded and to be sent RGA so I can return the product.

Not only is the product the worst, the lack of customer service is appauling.

Consumer

Response:

At this time, I have not been contacted by Alpargatas USA, Inc (Havaianas) regarding complaint ID [redacted]. The have not returned my calls, emails or letters. How large companies like Nordstrom, who pride themselves on such a high level of customer service can carry this brand in their stores is beyond me. This company has my money, I have defective merchandise, they ruined a wedding, and they do NOT care at all. On top of that they ignore the Revdex.com of New York? Really? How this is allowed is shocking and that the company doesn't care. I do apprecaite your follow up, Revdex.com.

Sincerely,

Review: I tried to place an online order on 2/**/2014 for 4 pairs of sandals totaling 64.43 using my $100 gift cards. The website was unable to process the gift cards, so I called in and a lady placed a manual order on 2/**/2014. I was told my sandals would ship and I would receive a confirmation email. I never received an email or the sandals. I called again on 3/*, explained my issue and had a similar promise-- I would get a call back or email back. Neither came. I called on 3/** and spoke with [redacted], explaining my issue again. He said he would resolve this and asked me to call him at ext [redacted]. I tried to call him back multiple times and got [redacted] on 3/** who said they couldn’t transfer me. I then had to repeat my whole scenario again with [redacted] without resolution. I called again on 4/** asking for [redacted], or the [redacted]. I was told I couldn't speak to a [redacted] without re explaining everything again. Another 30 minutes on the phone I was finally connected to [redacted]. I requested that she refund my $100 of gift cards that I have not been able to use. She said she would work on that refund. She asked if I would call her back on Friday 4/**. I thought that was very surprising that she wouldn't take ownership of calling me back. She said she would call me. By 3:30PST I had not received a call, so I called again and was on hold for another 15 minutes until Al answered. I asked for [redacted], ** told me he couldn't transfer me. He made me re-explain the entire process, go through trying to find the manual order that was never given a confirmation number, and then finally he admitted that he could and would transfer me to [redacted]. After 25 minutes I finally got to [redacted]'s voicemail and left a message re-asking for the $100 refund mailed in a check payable to me. All I have heard from this company is empty promises and outright lies. No follow up from anyone.Desired Settlement: $100 check mailed payable to me. My gift cards voided.

Consumer

Response:

At this time, I have been contacted directly by Alpargatas USA, Inc (Havaianas) regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I had not heard anything back after my Revdex.com complaint, so I called them on 5/*. I explained my situation and again requested my gift cards refunded. I received a call back a few days later, but the voice message was so muffled that I was not sure who called from Havianas and the only number they left was the main toll free order line. I tried to call back, but was on hold for 12 minutes before I gave up. I called again on 5/** and spoke with [redacted]. He was one I had spoken with previously. He took my information to process the refund and [redacted] told me to call him on Friday. I received a voice mail on 5/** saying my gift card balance was still at $100, as if that was the resolution I was seeking, with no mention of my request for a complete refund. I called on 5/** asking to speak with [redacted], but he was not available. I asked again for the [redacted] that I had spoken with on 4/** asking for a refund of my gift card. She also was not available. The customer service rep took my information and I again said I didn't want this company's product; I just wanted my $100 back. I received a call from [redacted] on 5/** who said they don't refund gift cards. I summarized all of my issues since February **, 2014 trying to make an order. She cut me off, asked if there was anything else. When I asked for a [redacted], she hung up on me.

All I want is a $100 check refunding my gift card balance. I don't want to be forced into this company's scam, poor customer service, and lack of respect for customers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Alpargatas USA, Inc (Havaianas) regarding complaint ID [redacted].

There has not been any resolution to my complaint.

Sincerely,

Review: I contacted CS before placing my order as I did not receive 10% discount code for 1st time order after signing up for e-mail. CS rep Eve advised me that credit would be issued post factum, instructed me to place the order while I was online with her, and then she could forward for credit refund which could take 4 business days. CS rep Cheryl from "Havaianas Team. Advised they could not issue credit without code. Rejoining e-mail list for code is not allowed as it states I am already registered. I cannot get code, cannot get discount, they cannot stop the order; which is dishonest business practices, and terrible customer service.Desired Settlement: Refund of 10% to original method of payment or return slip at companies coast for items as I will never do business with them again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On January *, 2014 I purchased 2 pairs of Havaianas Flip Flops. One pair in White and one in Black. I do not wear them all the time. I was very pleased to have them in my collection of shoes. On Thursday April **,2014 I was getting out of the car and the FlipFlop broke apart from the strap in the middle of the show making them unwearable. I had to walk around the rest of the day even pick up my daughter from school barefoot. When I got home I called [redacted] customer service to tell them about the problem and they informed me since the time frame for returns had lapsed they can not help me and told me to call the company. They gave me the number. On Monday April [redacted] I called Havaianas and spoke to [redacted] who was very nice and helpful. She took my information and asked me to take pictures of the damaged shoe and send them to a provided website which I did. She told me that I would hear from someone within 48 business hours. Today Thursday April **, 2014 I got a call from [redacted] and she was telling me that the policy is if an item is purchased from another vendor other than directly from the company she can not help me. I also that I was outside the return policy time window. I tried to explain to her that there was a defect in the shoe and I wish to have either a refund or another pair. She kept apologizing and telling me that there is nothing she can do for me.. I called back to speak to a [redacted] and I have not heard from them.....Desired Settlement: I would love for a refund of $40 Item number 41-42BR/11/12M

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Alpargatas USA, Inc (Havaianas) has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,