Alpargatas USA, Inc (Havaianas)

Review: I purchased three pairs of flip flops from Havaianas.com back in June. I was dissatisfied with the way one of the items fit and the other item was the wrong item. I called to make them aware of the fact that I paid $36 for the pair of flip flops I wanted and was sent the wrong pair costing $18 so the customer service rep put a note on my order and also gave me an RA number to return the items with. I sent this return back on June ** and waited a few weeks because that's what the lady at their customer service said. I called back after July ** and was told it may take another week or two to receive a refund so I waited. After the following time passed, I called customer service back and spoke to a direct rep in their refund department and she assured me that I would see a refund in my account in 2-4 business days. I called last Tuesday and it has been 6 business days since then and I still have not received a refund. I am going to call them again today to see the status of my refund and see what they tell me this time.Desired Settlement: I would just like my full refund back.

Consumer

Response:

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.

Review: I placed an order in June and the product did not fit. I obtained RA (Return Authorization) numbers from the vendor, and returned the product. They were supposed to process and issue my refund within 3 - 5 wees. It has now been six weeks and I still do not have my refund. I have contacted the company several times, and no one can tell me the status of my refund. I have also been told that someone will contact me regarding my refund, but no one ever has.Desired Settlement: Refund the amount paid for the product, $46.92

Review: I placed my original order with Havaianas in the beginning of July, * pairs of shoes, both of which were incorrect when I received them (wrong size and color). I called customer service and filed a return authorization, they said I should get a response from the warehouse regarding what to do with my shoes in 2-5 days. I ended up calling them around 3 or 4 times to finally get a response weeks later. When I finally received my replacement order one shoe was correct, the second was still incorrect. I have since called them about 6 times. I spoke with Nikki (a sales manager) and she told me she would expedite my request to the warehouse and that I could call back the following morning and they would patch me through the warehouse to speak with them directly to check the status. I called back and asked them to transfer me to the warehouse, but the sales manager I was speaking with that day (I can't recall her name) told me that they can't call the warehouse, she didnt know why someone would have told me that. Also she told me that the reason my request had never been processed was because there was nothing in the records advising how to proceed (return, exchange, etc) so no one knew what to do. Why couldn't someone tell me this the last 10 times I called? She assured me she would personally take care of this and make sure it was processed. She said they would give me my money back AND send me the replacement. I still have not heard back from anyone at the company. This has been unresolved for two months and I just want an answer. I want my money back and I want an explanation as to what happened. I have never in my life dealt with such incompetent people. I have purchased probably 20 pairs of Havaianas in my life and will never purchase another pair after this terrible experience.Desired Settlement: I want my money back and my replacement as promised.

Review: I ordered two pairs of shoes associated with order [redacted] from the online platform and received one that was defective and loose fitting on the foot. I called the customer service number and was advised to take a photo of the damage//defect and send it to an email address. Once completed, I had not heard anything from a representative so I followed up and was advised to resend the email at which point I was contacted and sent a replacement pair. Upon receiving those, the same problem ensued with the thong portion of the shoe being loose so I called once again and was told I had to repeat the same process with no other recourse. I escalated the situation to a manger who told me I had to send pictures of the shoes once again. I told the manager I did not want to keep them and I wanted to return them for a refund and was then advised I would still have to send pictures to the same email address that does not answer requests in a timely manner. He also told me that in order to facilitate a refund I would need to wait for someone to contact me and they would tell me that I can do. Again, I do not want the shoes and offered to send both defective pairs back and was told I had to wait 2-4 business days (which is not the case) in order to see what can be done. This company implements the worst methodology in terms of their returns process. Being that this is my second pair of defective sandals, one would think there would be other options available to appease the customer, especially since I do not want to keep the sandals any longer. They basically need pictures of everything and this is fine, but someone should be diligent enough contact customers in a decent time frame. Additionally, I have had to return shoes before and to get a refund literally takes three weeks and that is ridiculous. The lack of common decency displayed by this company is horrible and the skill of communication from the representatives is mediocre at best. I am highly disappointed and will make sure to never patronize this business.Desired Settlement: I want to send the shoes back and a refund credited to my account in a timely fashion.

Review: After speaking with a customer service representative and receiving return authorizations, sent two orders back. Date sent 12/**/13. Order #s: [redacted] and [redacted]. Still, I have not received a refund. In an attempt to get a prompt resolution to this matter I have called the company's customer service four times and sent two emails, yet still no refund.Desired Settlement: Refund my credit card.

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:

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,

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.

Review: When purchasing the item on line the shoe size is stated as womens USA 9-**. I clicked on the proper U.S.A. size as stated on their web site. When I recieved the item it was too small because they sent the Brazilian size instead of U.S.A. sizing. I called customer service and spoke to the manager, I told her about the problem. She refused to refund my purchase and hung up on me.Desired Settlement: Convert Brazilian size to U.S.A. size. I only understand U.S.A. sizing.

Business

Response:

The customer's order shows she ordered a 9/** USA womens size and our system shows that what we shipped a USA womens 9/** brazilian 39/**.

Review: I ordered a pair of Havaianas flip flop shoes on the website, since they are not in store on November *, 2013. A pair of slim crystal glamour....November [redacted] I receive this tracking number... for USPS, so I keep going to the site after waiting a day to track my order, then I call Havaianas and a rude customer service person tells me after making me wait a very long time that the flip flops didn't ship till today. I also notice that in the confirmation email that Havaianas sent me there was no order number making this harder to track...it is now about two weeks later...the customer service rep tries to argue with me about the time when the emails the company sent and dates were created by Havaianas, Their website is not clear on time your receive tracking number and delivery...so I am very upset because the customer service person tries to tell me something that is not on their website. . I will never order from this company again.Desired Settlement: I would like an apology from Havaianas and they should be much clearer on their website about the time to expect delivery. It is not clear on their website.

Consumer

Response:

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

Sincerely,