Barnett Insurance Agency

Initial Business Response / [redacted] (1000, 8, 2016/10/19) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @verabradley.com Dear ***, I would like to personally apologize for the delayed response that you have received to both your email and your case with the Revdex.comIt is always our intention to respond to our customers as quickly as possible and it seems that in your case we missed the mark In an effort to make up for the frustration that you have experienced we have placed an order for a replacement backpack for your youngest daughterThe item will arrive on order #XXXXXXXX coming from one of our store locations Thank you again for contacting us and providing the details of your experienceWe always love hearing from our customersWe look forward to seeing you again at Vera Bradley Sincerely, [redacted] Vera Bradley Customer Service Manager Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Vera Bradley sent me an email, along w/ a UPS tracking number stating that they have sent me a new backpackAs long as I receive the replaced (new) backpack, this will suffice my original complaintThank you!

Initial Business Response / [redacted] (1000, 8, 2017/03/08) */ Dear [redacted] , Thank you for taking time to contact Vera BradleyWe're sorry to hear about your recent experienceWe appreciate the opportunity to address your concerns We understand your disappointment regarding your inability to redeem your Birthday Offer during our Presidents Day Sale on February 20thOur Birthday offer typically states that it is valid on Full Price Merchandise only, which is what prevented you from applying it to the Sale items on that particular dayWe apologize for any confusion and frustration that this has caused youIt does appear that you were able to redeem your coupon on February 28th for a discount of [redacted] As a gesture of goodwill we will be sending you a voucher code in the amount of [redacted] in a separate email Thank you again for contacting us and providing the details of your experienceWe always love hearing from our customersWe look forward to seeing you again at Vera Bradley Sincerely, [redacted] Vera Bradley Customer Service Manager Initial Consumer Rebuttal / [redacted] (2000, 15, 2017/03/23) */

Initial Business Response / [redacted] (1000, 14, 2016/11/21) */ We have placed a no cost order (#XXXXXXXX) to replace the most recent Lunch Bunch bags ordered by this customer in April of Initial Consumer Rebuttal / [redacted] (2000, 16, 2016/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is nice to gat response from customer service even thought it took them almost month from my first contactI did not ask but they wrote me they will send me a replacement, I just needed simple response that they care about customersI hope they do not think I just want to have free stuff or if they sand replacement any case will be resolved

Initial Business Response / [redacted] (1000, 11, 2016/03/25) */ Dear [redacted] , We are sorry to hear you have had difficulties with your daughter's Lighten Up Rolling Backpack in Katalina PinkWe are happy to issue a replacement bag to you as well as a prepaid label to have the defective item sent back to our Quality Team for inspectionYour new order number is XXXXXXXX and the FedEx prepaid label should be in your email shortly Have a wonderful day! Sincerely, Vera Bradley Customer Service

Initial Business Response / [redacted] (1000, 11, 2017/02/09) */ Dear [redacted] , Our records indicate that your order was refunded in full on 1/25/If this is not the case please contact us directly at X-XXX-XXX-XXXX Sincerely, [redacted] Manager, Customer Service

Initial Business Response /* (1000, 5, 2015/11/04) */
Contact Name and Title: Jennifer *** Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@verabradley.com
***,
Thank you so much for reaching out to usIt is our intention to provide high quality items to all of our guests
and we are disappointed to hear that your item arrived damaged
Each shipment that we send does include a return label for situations just like theseIt seems as though your package may not have contained the label as we would expect so I am sending you a prepaid fedex label to the email address that you have providedPlease fill out the return form on the back of your packing list and use the emailed label to return the item to usOnce you return that item we will replace it if it is still available or will provide a refund in the form of original payment
Please contact me directly if you have any further concerns at ***@verabradley.com
Sincerely,
Jennifer ***
Customer Service Manager
Vera Bradley
OFFER:
Prepaid return label and replacement or refund of the product
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the label via email today and have packaged and returned the itemOnce I have received the replacement or full refund I will close the complaint
Final Business Response /* (4000, 9, 2015/11/06) */
Contact Name and Title: Jennifer *** CS Mgr
***,
Thank you for returning your itemAs promised when the item is received we will replace it if available or provide a credit if it is sold out
Sincerely,
Jennifer ***
Manager, Customer Service
OFFER:
replacement or refund of defective product
Final Consumer Response /* (3000, 14, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item was tracked as delivered todayI will close the issue and accept the response once I receive the replacement or refundI am reluctant to do this sooner as the company only responded to me after the complaint was filed

Initial Business Response /* (1000, 10, 2016/11/21) */
Contact Name and Title: *** *** Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@verabradley.com
***,
This is certainly not the experience we would expect when a return is made at one of our store locationsWould
it be possible for you to share the store location where the return was made so that we can determine exactly what happened?
Sincerely,
*** ***
Customer Service Manager

Initial Business Response /* (1000, 16, 2017/06/12) */
Dear ***,
Thank you for taking time to contact Vera BradleyWe're sorry to hear about your recent experienceWe appreciate the opportunity to address your concerns
We were able to locate the original purchase information for the
Get Carried Away Tote in Night and Day in July of We do understand your frustration regarding the cardboard insertWe note in our records that you were sent a *** code that can be used towards the purchase of a replacement itemWe currently have several sale colors available and we would be happy to send out a replacement for youPlease contact me directly (XXX) XXX-XXXX regarding your preferred color
Thank you again for contacting us and providing the details of your experienceWe always love hearing from our customersWe look forward to seeing you again at Vera Bradley
Sincerely,
***
Vera Bradley Customer Service Manager
To reply to this email simply hit reply without making any changes to the subject line
e-general inquiry
Initial Consumer Rebuttal /* (3000, 18, 2017/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept this proposed resolution*** is an insult to meI still need to reiterate that nowhere on the item does it say to remove "cardboard" liner nor did anyone provide that information to meOne would assume by looking at the washing instructions that states machine wash that whatever the fabric(s) that they are waterproofwhy would I assume there was cardboard instead of some sort of plasticAs silly as it sounds, aerosol cans state to not spray in eyes even though % of the population would not do so but they still put the warningYour label clearly stated "machine wash"End of storyI will admit that I am sorry about this whole fiasco because I like Vera Bradley bags but will never again buy or recommend anything by Vera Bradley againIt is so disappointing to think that a company as large and successful as it is will not try to make good by their customersJust another example of growing too big to care

Initial Business Response /* (1000, 12, 2016/02/22) */
Dear ***,
Thank you for taking time to contact Vera BradleyWe're sorry to hear about your recent experienceWe appreciate the opportunity to address your concerns
We apologize that the Backpack Baby Bag in Petal Paisley that you
purchased in February of did not meet your expectationsWe are happy to issue you an Electronic Gift Certificate in the amount of $as a gesture of goodwillThis amount combined with the $that was sent to you when the bag was returned to you covers the original MSRP of the item when it was launched
Thank you again for contacting us and providing the details of your experienceWe always love hearing from our customersWe look forward to seeing you again at Vera Bradley
Sincerely,
***
Vera Bradley Customer Service Manager

Initial Business Response /* (1000, 14, 2016/02/20) */
Dear [redacted],
Thank you for taking time to contact Vera Bradley. We're sorry to hear about your recent experience. We appreciate the opportunity to address your concerns.
We are sorry to hear that Vera Bradley was unable to accept the...

return of your Miller Bag in Night and Day. Vera Bradley accepts returns of product within 60 days of purchase in new condition. It appears from the notes provided during the inspection of your return indicate that the bag showed signs of exposure to pet hair making the product unreturnable. We hope you understand why your product was not able to be returned. As a gesture of goodwill we are happy to issue an electronic gift certificate for [redacted]
Thank you again for contacting us and providing the details of your experience. We always love hearing from our customers. We look forward to seeing you again at Vera Bradley.
Sincerely,
[redacted]
Vera Bradley Customer Service Manager
Initial Consumer Rebuttal /* (3000, 25, 2016/03/08) */
I don't understand why it was closed. Im assuming because I said that it would not do any ood. But I can assure YOU that I AM NOT IN THE LEAST SATISFIED WITH VERA BRADLEY. I HAVE FORWARDED THEIR GIFT CERTIFICATE BACK TO THEM WITH NO RESPONSE. AS IVE STATED I AM NO LONGER A VERA BRADLEY CUSTOMER THEREFORE I COULD NOT USE THEIR $40 GIFT CERTIFICATE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!...⇄ IVE LOOKED AT THE PURSE AND I DONT FIND THAT PET HAIR THEY ARE REFERRING TO.
Again THE BAGE WAS NOT USED.
[redacted]

Initial Business Response /* (1000, 8, 2016/05/27) */
Hello [redacted]. We are sorry to hear about your experience. Please call us at XXX-XXX-XXXX and reference Case #XXXXXX. We will be happy to help! Thank you.

Initial Business Response /* (1000, 11, 2016/03/25) */
Dear [redacted],
We are sorry to hear you have had difficulties with your daughter's Lighten Up Rolling Backpack in Katalina Pink. We are happy to issue a replacement bag to you as well as a prepaid label to have the defective item sent back to...

our Quality Team for inspection. Your new order number is XXXXXXXX and the FedEx prepaid label should be in your email shortly.
Have a wonderful day!
Sincerely,
Vera Bradley Customer Service

Initial Business Response /* (1000, 5, 2017/02/16) */
Dear [redacted],
Thank you for taking time to contact Vera Bradley. We're sorry to hear about your recent experience. We appreciate the opportunity to address your concerns.
I wanted to take a moment to explain why the gift card was issued to...

you rather than a credit. There was no concern with your return or the documentation provided. Our distribution center does not have the ability to refund a Store Purchase to the original form of payment. They are only able to refund to a card for web purchases. That said, we are happy to make an exception for you and will be reaching out to gather that Credit Card information from you so that we can apply the balance of the gift card directly to the Visa that you mentioned in your communication. Please provide a phone number and a time that we can reach out to you resolve this issue.
Thank you again for contacting us and providing the details of your experience. We always love hearing from our customers. We look forward to seeing you again at Vera Bradley.
Sincerely,
[redacted]
Vera Bradley Customer Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2017/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My phone number is on the return form that I sent to you with the return. You should have contacted me via phone or email (both listed on form) prior to automatically issuing the gift card. Additionally, I had contacted your company prior to mailing the items in and they did not mention anything about not being able to refund my Visa due to items being purchased at your store. This is poor customer service and lack of follow up. If you have LOST or misplaced the return form, then you can email me and I will provide my phone number or you can provide me with a direct point of contact. I will not put my personal information on the Revdex.com site for all to see.
Final Business Response /* (4000, 9, 2017/02/16) */
I spoke with the customer and provided the requested refund.
Sincerely,
[redacted]
Manager of Customer Service
Vera Bradley

Initial Business Response /* (1000, 11, 2017/02/09) */
Dear [redacted],
Our records indicate that your order was refunded in full on 1/25/17. If this is not the case please contact us directly at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Manager, Customer Service

Initial Business Response /* (1000, 8, 2016/10/19) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@verabradley.com
Dear [redacted],
I would like to personally apologize for the delayed response that you have received to both your email...

and your case with the Revdex.com. It is always our intention to respond to our customers as quickly as possible and it seems that in your case we missed the mark.
In an effort to make up for the frustration that you have experienced we have placed an order for a replacement backpack for your youngest daughter. The item will arrive on order #XXXXXXXX coming from one of our store locations.
Thank you again for contacting us and providing the details of your experience. We always love hearing from our customers. We look forward to seeing you again at Vera Bradley.
Sincerely,
[redacted]
Vera Bradley Customer Service Manager
Initial Consumer Rebuttal /* (2000, 10, 2016/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Vera Bradley sent me an email, along w/ a UPS tracking number stating that they have sent me a new backpack. As long as I receive the replaced (new) backpack, this will suffice my original complaint. Thank you!

Initial Business Response /* (1000, 8, 2017/03/08) */
Dear [redacted],
Thank you for taking time to contact Vera Bradley. We're sorry to hear about your recent experience. We appreciate the opportunity to address your concerns.
We understand your disappointment regarding your inability...

to redeem your Birthday Offer during our Presidents Day Sale on February 20th. Our Birthday offer typically states that it is valid on Full Price Merchandise only, which is what prevented you from applying it to the Sale items on that particular day. We apologize for any confusion and frustration that this has caused you. It does appear that you were able to redeem your coupon on February 28th for a discount of [redacted] As a gesture of goodwill we will be sending you a voucher code in the amount of [redacted] in a separate email.
Thank you again for contacting us and providing the details of your experience. We always love hearing from our customers. We look forward to seeing you again at Vera Bradley.
Sincerely,
[redacted]
Vera Bradley Customer Service Manager
Initial Consumer Rebuttal /* (2000, 15, 2017/03/23) */

Initial Business Response /* (1000, 14, 2016/11/21) */
We have placed a no cost order (#XXXXXXXX) to replace the most recent Lunch Bunch bags ordered by this customer in April of 2016.
Initial Consumer Rebuttal /* (2000, 16, 2016/11/22) */
(The consumer indicated he/she ACCEPTED the response...

from the business.)
It is nice to gat response from customer service even thought it took them almost month from my first contact. I did not ask but they wrote me they will send me a replacement, I just needed simple response that they care about customers. I hope they do not think I just want to have free stuff or if they sand replacement any case will be resolved.

Initial Business Response /* (1000, 6, 2017/06/12) */
Dear [redacted],
Thank you for taking time to contact Vera Bradley. We're sorry to hear about your recent experience. We appreciate the opportunity to address your concerns.
We do see that you contacted Customer Service on 5/28 regarding your...

order and a request to cancel the order. The order was placed that day and shipped out on 5/29 within 24 hours. Due to the speed of processing we are not permitted to cancel or change orders once they are placed. We are happy to facilitate a return and can send UPS to pick up the items if that would simplify the process for you. Please let us know if this will work. For future reference you are welcome to escalate your concerns with eBay purchases through the eBay Resolution Center.
Thank you again for contacting us and providing the details of your experience. We always love hearing from our customers. We look forward to seeing you again at Vera Bradley.
Sincerely,
[redacted]
Vera Bradley Customer Service Manager
To reply to this email simply hit reply without making any changes to the subject line.
e-general inquiry