Unfortunately, the customer is not providing you with a factual account of this transaction. He placed the order on Amazon.com, not on the BabyEarth.com website as he says in his complaint. Nevertheless, our returns policy is clearly stated on both websites. He ordered the Arm's
Reach Original Co-Sleeper Organic ***ress, and that is what we sent him. The ***resses are wrapped in plastic by the manufacturer to protect them from contaminants before baby's first use which is why we do not accept the return of fabric items that have been opened and exposed in the home. The customer contacted us and reported that he received the wrong ***ress, but did not tell us that he had removed the packaging. We sent him a pre-paid return shipping label in good faith believing the customer's report that the incorrect ***ress was sent and that he would return the one he received in new and unused condition. When our Returns Department received the ***ress back at our warehouse, we found that it was not only the correct ***ress that had been ordered, but it had also been opened by the customer. For this reason, a 25% restocking fee was deducted from his refund as outlined in our returns policy (*note, the customer said it was "in the fine print" - not our representative as he alleges). The customer filed a claim with Amazon.com and proceeded to send threatening emails to us about writing slanderous reviews on line unless we refunded him the 25% restocking fee. He also called our customer service department threatening to "hit us where it hurts," but our representative was able to maintain her composure and professionalism despite being berated with expletives by this customer.
This morning, Amazon resolved the claim and refunded the remaining 25% to appease the customer, but the money was not charged back to BabyEarth. Amazon has always been in support of our stated returns policies. The customer has followed through with his threats and posted complaints on various websites accusing us of "bait and switch" among other complete fabrications in an effort to tarnish our reputation with our on line customer base. We have email records of all correspondences that we are happy to provide you to assist with your review if necessary
We regret that the customer was not satisfied with the service we provided despite making exceptions to our returns policy. If you need any additional information whatsoever, please let me know. We value our relationship with the Revdex.com and have great respect for your review process
Warmest regards,
***
*** *** ***
BabyEarth Customer Service Manager
Complaint: [redacted] I am rejecting this response because: I deserve an apology Regards, [redacted] ***
Unfortunately, the customer is not providing you with a factual account of this transaction. He placed the order on Amazon.com, not on the BabyEarth.com website as he says in his complaint. Nevertheless, our returns policy is clearly stated on both websites. He ordered the Arm's
Reach Original Co-Sleeper Organic ***ress, and that is what we sent him. The ***resses are wrapped in plastic by the manufacturer to protect them from contaminants before baby's first use which is why we do not accept the return of fabric items that have been opened and exposed in the home. The customer contacted us and reported that he received the wrong ***ress, but did not tell us that he had removed the packaging. We sent him a pre-paid return shipping label in good faith believing the customer's report that the incorrect ***ress was sent and that he would return the one he received in new and unused condition. When our Returns Department received the ***ress back at our warehouse, we found that it was not only the correct ***ress that had been ordered, but it had also been opened by the customer. For this reason, a 25% restocking fee was deducted from his refund as outlined in our returns policy (*note, the customer said it was "in the fine print" - not our representative as he alleges). The customer filed a claim with Amazon.com and proceeded to send threatening emails to us about writing slanderous reviews on line unless we refunded him the 25% restocking fee. He also called our customer service department threatening to "hit us where it hurts," but our representative was able to maintain her composure and professionalism despite being berated with expletives by this customer.
This morning, Amazon resolved the claim and refunded the remaining 25% to appease the customer, but the money was not charged back to BabyEarth. Amazon has always been in support of our stated returns policies. The customer has followed through with his threats and posted complaints on various websites accusing us of "bait and switch" among other complete fabrications in an effort to tarnish our reputation with our on line customer base. We have email records of all correspondences that we are happy to provide you to assist with your review if necessary
We regret that the customer was not satisfied with the service we provided despite making exceptions to our returns policy. If you need any additional information whatsoever, please let me know. We value our relationship with the Revdex.com and have great respect for your review process
Warmest regards,
***
*** *** ***
BabyEarth Customer Service Manager
Complaint: [redacted]
I am rejecting this response because: I deserve an apology
Regards,
[redacted]