Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Mitchellsimone.com
The customer has made some claims in her statement that do not match our records.
1. Our correspondence with the customer has been...
through email and I have provided the email trail in an attachement. You will see that we maintained a professional and courteous manner at all times. I would not consider our correspondence to be "abrasive and haughty."
2. We did not refer to "obese" dress sizes, but rather "plus-sized" dresses. "Plus Sizing" is a standard industry term in women's apparel, and it refers to clothing sizes starting at size 18. The customer requested an exchange for a size 18, and we were making her aware that our brand does not make sizes in that size range. The email trail will also show you that we apologized that the customer misunderstood our meaning, and that a full explanation was given.
3. We sell hundreds of dresses every year, and our customers have not reported them to run too small. The size 16 that was returned by the customer is a standard size 16. We have measured it and confirmed that it is a size 16.
4. The customer sates that she "sent it back immediately", which is also not true. The UPS tracking number will show that this customer's order was delivered to the customer on 4/2/15. The return was not received at our warehouse until 6/12/15. We offer free returns and exchanges as long as the item is returned to us within 30 days of the date the order was delivered to the customer. This Return Policy is clearly stated on our website at http://www.badgleymischka.com/[redacted]/, as well as on the Return Form included with the shipment to this customer. A copy of the customer's return form is also attached.
Our Return Policy clearly states that returns received after the 30-day mark may be refused. We try to accommodate late returns if it is reasonable for our business to do so. In the case of this dress, it was from a past season and was no longer offered on our website. For this reason we chose to enforce the return policy.
When the customer continued to express her dissatisfaction, we decided to meet her halfway and offer her a 50% refund on her item. This was done purely out of good will, because we will still have to sell this dress at a steep discount in order to sell it. This information was provided in an email to the customer from top management. We have not heard back from the customer if she would like to have the 50% refund or for us to return the dress to her.
The documentation provided with this statement should show that we have not acted outside of our return policy, and that we have been more than generous in offering the customer 50% of her money.
Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Mitchellsimone.com
The customer has made some claims in her statement that do not match our records.
1. Our correspondence with the customer has been...
through email and I have provided the email trail in an attachement. You will see that we maintained a professional and courteous manner at all times. I would not consider our correspondence to be "abrasive and haughty."
2. We did not refer to "obese" dress sizes, but rather "plus-sized" dresses. "Plus Sizing" is a standard industry term in women's apparel, and it refers to clothing sizes starting at size 18. The customer requested an exchange for a size 18, and we were making her aware that our brand does not make sizes in that size range. The email trail will also show you that we apologized that the customer misunderstood our meaning, and that a full explanation was given.
3. We sell hundreds of dresses every year, and our customers have not reported them to run too small. The size 16 that was returned by the customer is a standard size 16. We have measured it and confirmed that it is a size 16.
4. The customer sates that she "sent it back immediately", which is also not true. The UPS tracking number will show that this customer's order was delivered to the customer on 4/2/15. The return was not received at our warehouse until 6/12/15. We offer free returns and exchanges as long as the item is returned to us within 30 days of the date the order was delivered to the customer. This Return Policy is clearly stated on our website at http://www.badgleymischka.com/[redacted]/, as well as on the Return Form included with the shipment to this customer. A copy of the customer's return form is also attached.
Our Return Policy clearly states that returns received after the 30-day mark may be refused. We try to accommodate late returns if it is reasonable for our business to do so. In the case of this dress, it was from a past season and was no longer offered on our website. For this reason we chose to enforce the return policy.
When the customer continued to express her dissatisfaction, we decided to meet her halfway and offer her a 50% refund on her item. This was done purely out of good will, because we will still have to sell this dress at a steep discount in order to sell it. This information was provided in an email to the customer from top management. We have not heard back from the customer if she would like to have the 50% refund or for us to return the dress to her.
The documentation provided with this statement should show that we have not acted outside of our return policy, and that we have been more than generous in offering the customer 50% of her money.