BAPE USA

Firstly, my billing and shipping addresses did not match when I placed my order, but it was still processed and I got a confirmation email. Does that just mean that my order will be cancelled in a few days? Since apparently you're not supposed to be able to order with different addresses... I ordered a white long sleeve, but in the confirmation email I got, I noticed that there was a an extra 3 at the end of my street name. Like after the "666 white st 3" for context. What could I do about this to ensure I get my package? I sent an email immediately after the purchase explaining the situation

Review: I purchased 2 items on Saturday,I received a confirmation number of my order also explaining the 2 items that I purchased,two days later I still haven't received an email concerning the shipping of my order so I pursued to contact [redacted] by email, they replied to me asking for proof of verification of my address,name,photo ID as wel as the last four digits of the debit card I used..I replied to them twice asking for an explanation of "why" and as well as to speak to customer service representative and they replied back to me after 3 messages that they will refund my money back with any other explanation as of "why",by far the worst customer service I've ever dealt with and would like more than just a refund of my moneyDesired Settlement: Besides the refund of my money I would atleast like a store credit if not equal than close to the amount of money that I spent on my purchase , I paid decent amount of money for my merchandise and my money was sent back to me without any explanation as of "why",that is very unprofessional to operate business in such a manner

Business

Response:

We do not process orders during the weekend as our office hours are only during the weekday. We have started processing this customers order on the Monday after he placed his order as per usual policy. We also state this on our terms section. We ask for certain proof of address as part of our fraud prevention. We do not ask to show sensitive information and prefer that the customer only provides the address portion to verify. This is due to a surge of fraudulent customers in our website and sometimes require proofs to protect us in the event of the transaction charge being contested back to us. We never share any information provided to us, as on our terms section shows. We value customer privacy and would not share any information or use it for any other purpose, nor are we asking for any information further than their billing address which is already available to us when the customer places their order. When verifying the email correspondence between the customer, it seems that we have responded on the same day. We simply cancelled the order as the customer was unable to provide the proof requested in time. We also see that the customer has emailed 3 times during one day, and we have replied to the customer for the latest email. We have a very small team for our entire web operation and cannot reply to emails right away sometimes. We also state on our terms that it may take around 48hours to respond to customer emails on weekdays. As for the refund requested; we have already voided the transaction at the time of cancellation. The transaction was only authorized and was not captured, therefore the transaction was voided. Please contact the card company if customer has not seen their refund. If card company needs further assistance, they may contact us via email or phone listed here instead of the physical store number. We will be more than happy to assist.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The hassle started before like I stated when they ask me for proper verification in the attachments I explained that I had no problem getting the necessary information to verify me (customer) I clearly asked them what/how would I verify myself I was waiting for them get in contact with me so that I can speak with a customer representative I sent another email exclamating that I wanted to speak to customer service ..I then followed along with would I ever to speak with customer service and the assumed based on my words"want my money back"..that I was asking for a refund of my money and followed along with ignoring my previous messages of wanting to speak with customer service help the time lapse of my last message of "wanting my money aback" was much faster compared to other messages that left leading up to that but they told me it would up to (48hrs) to get a response? I just would like a resolvment in this issue I made a purchase and was more than helpful to show verification it's not right that I get turned away from purchase without a fair chance of verifying who I am

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

Sincerely,

Consumer

Response:

Yes I have received my refund from Bape

Review: I bought an item on BAPE's online website. While their website clearly states ALL orders will be fulfilled within 3-5 business days and then will go out for shipment., it has clearly gone several business days beyond 5 business days and no shipping information. I have called, emailed, tweeted several times and have not received ANY response to my purchase. I made a purchase of over $200 and have been charged to my credit card 8 business days ago. BAPE has not responded to any of my inquiries and have clearly false advertised their online fulfillment process along with not providing ANY customer service. There is NO attempt to even respond to my inquiries let alone to provide any details of my order.Desired Settlement: I am looking to have my item delivered to my address before December [redacted].........given the date that I made my order, my item should have been delivered by the [redacted].

Business

Response:

We apologize for the delay in replying to the customer and was delayed in shipping out the merchandise. We were in the midst of processing this customer's order while he was contacting us. We have made an announcement prior to the holiday season and during that we are expecting delays in processing than usual due to unprecedented demand. If customers needed to cancel due to the delay, we were able to accommodate such requests. We had the delay and other policies during this holiday season indicated on our website and made multiple announcements on social media to notify customers of our delay. To be fair to all our customers, we send by the order that we have received the orders in, by chronological order. Therefore, we processed the customers order as soon as we reached the order number. Our policy restricts that we may not make exceptions and expedite customer orders during this time, which was also indicated on our news sale guidelines to notify customers of a irregular delay in our shipping process. [redacted] apologizes for any inconveniences this delay may have caused our customer. If the customer would like to return their item back to us, by contacting us via email, we are more than happy to send them a prepaid label to return the merchandise to us free of charge to the customer for a full refund.

Review: I placed the order January *,2016 I got the confirmation number for the order the same day I waited 11 days for my credit card to be charged and to receive a tracking number for a hoodie that I paid $399.00 for plus a extra $40.00 for 2day shipping which brings the total to 439.98. It's now January **,2016 and I just received the conformation that the product will be here Friday January **,2016 so I then call fedex to see why my order is delayed they in return tell me that the company was unprofessional an just got them the product today January **,2016 the label was created on Monday January **,2016Desired Settlement: Refund for poor delivery service on 2day shipping my phone number is ###-###-####

Business

Response:

The customer placed his order on the weekend. Therefore we processed orders on the next week over. Unfortunately during this time, we have had a unprecendented amount of orders during the sale and holiday season combined. We have made multiple announcements on our website and social media (able to see without having social media account). We regret that we could not email each of our customers of the delay and have taken further steps to improve the email notification of delays from now on. We apologize if the customer was not able to see the announcements although we had this up during and prior to the sale, we understand some customers were expecting an email. We will refund the shipping for this customer's order as a token of our apology, he should receive a notification email. The refund may take up to 3-7 business days to reflect their account or may reflect at the end of their monthly statement, however we have submitted the refund today. We usually ship out within 3 business days if there are no sale events or holiday season so this was an irregular situation. We apologize for the inconvenience this may have caused.

Review: As of 1/*/16 I ordered a long sleeve shirt and have received the order confirmation on that same day. On their website they issue that on Saturdays and sundays they do not ship I understand. To this day I have not received any tracking number email, I have called and emailed and not one response from them. I should expect delays during the holidays but that is not the case here, it's way past the holidays. Either the employees are lazy or do not know how to run a business. I am disappointed, this is the first time i've ever ordered from them.Desired Settlement: I would like my order shipped and a apology from "bathing ape us" that is all I ask.

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: Ordered a shirt and have yet to receive and update or any further information. I tried emailing them, calling the NY store, with no avail.Desired Settlement: I hope you guys better your shipping and contact services.

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've been waiting since December [redacted] for my item and all that I ask is that someone keeps I. Touch and keep me updated within the company. The email nor phone number works. There is no possible way of getting in touch with them to my abilities or understanding. I managed to contact someone by email after 100+ sent emails asking bathing ape to please send my shoes or let me know if this is a scam. The person replied "[redacted]" and I've received no response back when I asked how much more longer will the wait be. That is the first problem. I am fully aware that the clothing site is having a sale and in the guidelines it states all orders will be delayed and that other orders cannot be processed and shipped ahead of other customers orders and after talking with a handful of other customers; however, they managed to tell me that they placed orders after me and received there orders before me in a fashionable amount of time. It has currently been a month and two weeks since I've been waiting. I received a tracking number December **, 2015 at 2:37 p.m. via email and that hasn't updated at all. The phone number provided and email doesn't work. Is there anyway that you guys can be of any help? Preferably I would like to receive my item and I would appreciate it if I had some information on my order.

Thank you in advance for your time and listening. I greatly appreciate it.Desired Settlement: I would like to hear from the business and for my package to actually come. It would be even better if they can actually give my package to fedex.

Business

Response:

This order was sent out to the customer and was delivered to them however it was delayed due to holiday season. Unfortunately we had an unprecendented amount of orders and emails from customers. We could not reply back to each customer during this time as many were duplicate emails and as the customer stated in this complaint, that we have noted on our website of the delay. We have replied to this customer to ensure they will receive their order, however we apologize for the uncertain reply. For this item that was ordered, was having trouble finding by our warehouse pickers. That was why the order was further delayed. Once we found the item, we have proceeded to send the item to the customer. We apologize for the inconvenience this may have caused.

Review: I purchased one of their T-shirt on their website on Jul **, 2013. The purchase was conducted with my US credit card, and both the billing address and the shipping address are correct. On Jul ** I received an email from them saying "Your order was cancelled due to unforseen circumstances. Please reply to this email if you have any questions or concerns." (BTW, they spell wrong unforeseen, not me) So I sent an email ask why my order is cancelled and I never get a reply. I sent another email to ask the reason on Aug *, still no reply.Desired Settlement: I need an official explanation how can they abruptly cancel my order and never reply my messages. This is extremely bad customer services. Plus, they owe me a T-shirt.

Business

Response:

The following customer's order was cancelled on 7/**/2013 due to their order IP address being from Spain, although their order address was in the U.S and their billing and shipping was matching and correct. Because we receive a high volume of fraudulent orders that are often placed from a different country, cautionary steps must be taken during order processing. Especially when the IP address is not in the U.S. we do not process the order right away or will cancel the order. We usually contact/call the customer for a proof of identification with the same order address if the order is red flagged. If there is no call/ contact back we will cancel the order within the week.

We apologize that the customer experienced a concern over our customer support. However unfortunately, we do not have any emails from the customer with their order email [redacted]. If they did email us with the same email address we would have replied back that their order was cancelled as we would be able to search the email within our system.

As for the transaction itself, when the order is cancelled, the transaction itself is voided, meaning when the transaction is voided the customer should not have been charged or the 'pending charge' would have been released within 3-6 business days. We have attached a proof from [redacted] that this customer's transaction had been voided on 7/**/2013 as well.

Sincerely,

BAPE USA

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I did make the order while I was traveling in Spain. However, first, they never contact/call me for a proof of identification as they said in the email. Second, they said they "do not have any emails from the customer with their order email [redacted]" I NEVER said my email is [redacted]. If they can show any evidence that I said [redacted] is my email address, I will just accept their response. They have to admit that they just don't take customers seriously. The truth is I replied back directly with my email address and they never care to give me a response. The proof of my email response is attached.

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

Sincerely,

Business

Response:

We have read the customer's reply to our initial response. We have attached a screenshot of the Outlook program searching for the email [redacted] as well for their reference. As per listed on our email Outlook program, the search for [redacted] turned in results for no matches, which means we have not received any emails to our [redacted] email address.

We have reviewed the document from the customer which shows he has replied to the email [redacted]. The email address '[redacted]' is completely unattended for notification purposes only, therefore we do not receive any emails that are

replied to the address. This is why the customer did not receive a response. On our FAQ we ask that customers either contact us through [redacted] or they can also reach us through the CONTACT page, the button is at the bottom of the web page.

We understand the customer's concern and we apologize for any inconvenience this may have caused them. Unfortunately, the miscommunication with the email has gotten in the way of customer service. We take customer service seriously and would have been happy to resolve the customer's issue; however it was not possible due to the miscommunication. We will take the complaint as a way to improve our customer service. In addition, we have changed our email notification; "unforseen" is now corrected to unforeseen and we have added a message "Please do not respond to this message. This email was sent from an unattended mailbox" to the bottom of the notification email. We hope that the customer can understand there was no malicious intent on our part and would like to apologize if they have thought we had ignored their customer email on purpose, which is not the case.

Sincerely,

BAPE USA ###-###-####