Bay State Arms LLC

Revdex.com: 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:I am a male what would I do with women's shoes? Whoever you spoke to did not provide the right address as mentioned this was a fraud chargePlease submit recording of said orderI have seen many complaints about your organization and question its ethicsPlease provide recording In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] **

I am writing in response to [redacted] ’s recent customer experience complaint, ID# [redacted] [redacted] purchased a pair of our black pointed toe pumps, Pigalle MM, in patent leather on January ***, Just over two years later, on March ***, 2017, she contacted us to share that the patent had torn around the toe box of the shoeThis is something that can occur over a two year time span, as there is no way to indicate the circumstances and wear it has undergone throughout such timeHowever, we assisted [redacted] in shipping her shoes to our corporate office for further review, as there are variations we can detect to confirm whether or not it stems from a defectUpon further review, we noticed the shoe had undergone severe pressure, and had been altered by a third party cobbler whose work we are unfamiliar with Therefore, there is no way to warrant a refund or exchange to her shoesWe reviewed this with the client over a recorded phone call on March ***, 2017, and she was disappointed but understoodThe shoes were shipped back to her that same day, and provided her with a list of our preferred and trusted shoe cobblers throughout the country for her to consult further.I have attached the initial email correspondenceThank you for your time

Dear Revdex.com, [redacted] purchased a pair of men’s shoes, product CASANOPUMP FLAT PATENT DEGRADE LEO/GG in a version orthodoxe-leopard/bronze in size He placed the order over the phone with one of our online associatesFor every online order placed with an associate, we review our terms and conditions that are subject to agreeance onlineThis policy includes a signature requirement upon delivery at the address deemed suitable for receipt by the clientWe do not require that the cardholder directly accept his pack***, but rather whomever is at the designated residence over the [redacted] of and willing to accept a pack [redacted] on behalf of the recipientThe full terms and conditions as agreed to can be viewed under Terms of Sale at the bottom of our website, or here at this link: [redacted] This purchase was processed and shipped from our warehouse facility in Secaucus, NJ, on Wednesday, October ***, The client paid for next day air shipment, for a fee of $before tax, which guarantees a pack [redacted] to be delivered before PM local time the following dayThis was delivered on time to the requested address [ [redacted] ***] on Wednesday, October ***, at 9:AM EST, signed by P [redacted] [UPS tracking [redacted] ]We received a call from MrP [redacted] around 11:AM EST on October *** stating that while the tracking information shows it was delivered and signed for by him, he did not receive itFor such claims, we have a rigorous procedure we must follow as detailed by our UPS account representativesWe opened a lost pack [redacted] investigation by ***, which can take 8-business days for resolutionAs it is a third party business, all claims and investigations must be handled through their local hubs to retrace the drivers steps, compare signatures, and determine if/how a pack [redacted] may have been mis-delivered – if that is in fact the caseAs a courtesy in attempt to resolve the matter quickly, we also located MrP***’s building man***ment and requested that they can determine who may have accepted a pack [redacted] on his behalf within their buildingWe spoke to the property manager, Tobias, who helped us walk through the manner in which pack***s are delivered within this complexThere is an intercom service that the driver will use to buzz a specific unit with a pack [redacted] for deliveryOnly once an apartment is buzzed and granted access can a pack [redacted] be delivered to the specific tenantShould the parcel employee not receive a response upon buzzing up, it will be taken back to the truck for a later deliveryAs we take these matters very seriously, we truly did our best to work directly on the case with the property man***ment, but they confirmed they are not liable for such issues and could no longer be involvedUPS continued their investigation separately, and ultimately provided us with confirmation that the delivery was received and acknowledged by the recipient, [redacted] [document attached]There were no discrepancies with his signature, and they had revisited the location and contacted MrP [redacted] by phone to review the issue furtherOnce we receive such a confirmation from ***, there is nothing further we are able to doAs an online business based solely on shipping online orders, we unfortunately cannot rely on a verbal claim deeming a pack [redacted] missing by our client – we must follow the documented support following an investigation that was conducted internally by ***We sympathize greatly with our clients on these issues, and we do our best to ensure it is understood how merchandise is being shipped to a requested address, with tracking details provided for close man***mentTo address specifically each of [redacted] ***’s concerns:1) Upon learning of these claims, it is encour***d that our online associates help the client consider a possible outcomes that may explain the discrepancyWe never want to insinuate lack of interest or professionalismIt is rather surprising how often we receive a claim that a pack [redacted] was stolen or lost, when it was in fact being held with a neighboring resident or a man***ment office on behalf of the clientWe sincerely apologize if such a suggestion was received as cold or callous.2) As an investigation of this sort is handled by our third party parcel company UPS, the time frame and details are not under our controlThis often frustrates us as well, and we follow up with our representatives as often as we can in an attempt to expedite the processHowever, since a claim stating our merchandise of close to $1,was not received is a very serious matter to all parties involved, we want to be sure the corresponding investigation is as thorough and complete as possible.3) Our representatives never want to express anything other than concern and understanding in such matters, and any indication otherwise is never intended nor endorsedWe sincerely apologize that this unfavorable resolution was reached, and that it seemed to be expressed in an accusatory or negligent toneThank you for your time Please let me know if you need any additional information Ariel G [redacted] eCommerce Man***rCHRISTIAN LOUBOUTIN T [redacted]

Revdex.com: 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: If altering them was the issue for them why ask me to send them inIt is an excuse In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I would be glad to speak to you ONCE you have the recording of my alleged orderYour story is very construed, and I have no idea where you received such outrageous details which is why I would like to hear the recordingPlease provide ASAP
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **

Revdex.com:At this time, I have not been contacted by Christian Louboutin regarding complaint ID ***.Sincerely,
*** *** ***

Our initial response to the Revdex.com provided proof that *** ** has the items he claims he never received in his possession*** ** followed up with requests to release our private recordings of phone conversationsIf subpoenaed, we will provide the detailed notes from his orderAs previously stated to *** **, who refuses to call in to discuss this, we will continue to correspond with his financial institution

Revdex.com:
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:

If altering them was the issue for them why ask me to send them in. It is an excuse. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:I am a male what would I do with women's shoes?  Whoever you spoke to did not provide the right address as mentioned this was a fraud charge. Please submit recording of said order. I have seen many complaints about your organization and question its ethics. Please provide recording. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com, [redacted] purchased a pair of men’s shoes, product CASANOPUMP FLAT  PATENT DEGRADE LEO/GG in a version orthodoxe-leopard/bronze in size 42. He placed the order over the phone with one of our online associates. For every online order placed with an associate, we review...

our terms and conditions that are subject to agreeance online. This policy includes a signature requirement upon delivery at the address deemed suitable for receipt by the client. We do not require that the cardholder directly accept his pack[redacted], but rather whomever is at the designated residence over the [redacted] of 18 and willing to accept a pack[redacted] on behalf of the recipient. The full terms and conditions as agreed to can be viewed under Terms of Sale at the bottom of our website, or here at this link: [redacted] This purchase was processed and shipped from our warehouse facility in Secaucus, NJ, on Wednesday, October [redacted], 2016. The client paid for next day air shipment, for a fee of $50.00 before tax, which guarantees a pack[redacted] to be delivered before 12 PM local time the following day. This was delivered on time to the requested address [[redacted]] on Wednesday, October [redacted], at 9:39 AM EST, signed by P[redacted] [UPS tracking [redacted]]. We received a call from Mr. P[redacted] around 11:00 AM EST on October [redacted] stating that while the tracking information shows it was delivered and signed for by him, he did not receive it. For such claims, we have a rigorous procedure we must follow as detailed by our UPS account representatives. We opened a lost pack[redacted] investigation by [redacted], which can take 8-10 business days for resolution. As it is a third party business, all claims and investigations must be handled through their local hubs to retrace the drivers steps, compare signatures, and determine if/how a pack[redacted] may have been mis-delivered – if that is in fact the case. As a courtesy in attempt to resolve the matter quickly, we also located Mr. P[redacted]’s building man[redacted]ment and requested that they can determine who may have accepted a pack[redacted] on his behalf within their building. We spoke to the property manager, Tobias, who helped us walk through the normal manner in which pack[redacted]s are delivered within this complex. There is an intercom service that the driver will use to buzz a specific unit with a pack[redacted] for delivery. Only once an apartment is buzzed and granted access can a pack[redacted] be delivered to the specific tenant. Should the parcel employee not receive a response upon buzzing up, it will be taken back to the truck for a later delivery. As we take these matters very seriously, we truly did our best to work directly on the case with the property man[redacted]ment, but they confirmed they are not liable for such issues and could no longer be involved. UPS continued their investigation separately, and ultimately provided us with confirmation that the delivery was received and acknowledged by the recipient, [redacted] [document attached]. There were no discrepancies with his signature, and they had revisited the location and contacted Mr. P[redacted] by phone to review the issue further. Once we receive such a confirmation from [redacted], there is nothing further we are able to do. As an online business based solely on shipping online orders, we unfortunately cannot rely on a verbal claim deeming a pack[redacted] missing by our client – we must follow the documented support following an investigation that was conducted internally by [redacted]. We sympathize greatly with our clients on these issues, and we do our best to ensure it is understood how merchandise is being shipped to a requested address, with tracking details provided for close man[redacted]ment. To address specifically each of [redacted]’s concerns:1)      Upon learning of these claims, it is encour[redacted]d that our online associates help the client consider a possible outcomes that may explain the discrepancy. We never want to insinuate lack of interest or professionalism. It is rather surprising how often we receive a claim that a pack[redacted] was stolen or lost, when it was in fact being held with a neighboring resident or a man[redacted]ment office on behalf of the client. We sincerely apologize if such a suggestion was received as cold or callous.2)      As an investigation of this sort is handled by our third party parcel company UPS, the time frame and details are not under our control. This often frustrates us as well, and we follow up with our representatives as often as we can in an attempt to expedite the process. However, since a claim stating our merchandise of close to $1,000.00 was not received is a very serious matter to all parties involved, we want to be sure the corresponding investigation is as thorough and complete as possible.3)      Our representatives never want to express anything other than concern and understanding in such matters, and any indication otherwise is never intended nor endorsed. We sincerely apologize that this unfavorable resolution was reached, and that it seemed to be expressed in an accusatory or negligent tone. Thank you for your time.  Please let me know if you need any additional information.  Ariel G[redacted]eCommerce Man[redacted]rCHRISTIAN LOUBOUTIN  T[redacted]
[redacted]

I am writing in response to [redacted]’s recent customer experience complaint, ID# [redacted] purchased a pair of our black pointed toe pumps, Pigalle 120 MM, in patent leather on January [redacted], 2015. Just over two years later, on March [redacted], 2017, she contacted us to share that...

the patent had torn around the toe box of the shoe. This is something that can occur over a two year time span, as there is no way to indicate the circumstances and wear it has undergone throughout such time. However, we assisted [redacted] in shipping her shoes to our corporate office for further review, as there are variations we can detect to confirm whether or not it stems from a defect. Upon further review, we noticed the shoe had undergone severe pressure, and had been altered by a third party cobbler whose work we are unfamiliar with.  Therefore, there is no way to warrant a refund or exchange to her shoes. We reviewed this with the client over a recorded phone call on March [redacted], 2017, and she was disappointed but understood. The shoes were shipped back to her that same day, and provided her with a list of our preferred and trusted shoe cobblers throughout the country for her to  consult further.I have attached the initial email correspondence. Thank you for your time.

[redacted] first purchased from Christian Loubuotin online in September 2013. [redacted] claimed that he received a different shoe than the one he ordered; however when the item was returned to our warehouse by [redacted]., after a series of quality checks, it was clear that the item did not come from our...

inventory. We attempted to contact [redacted] to resolve this but he refused attempt to work with us; rather he disputed the purchase with his financial institution. We did not hear from him again until 2015, when he placed his own order and contacted us via the telephone number that [redacted] himself provided on this Revdex.com complaint. It's important to note that we shipped to him at the address provided twice and never had an issue. When he placed orders in April 2015 for 3 pairs of women's shoes, he originally provided the same address but Apartment 402. I called him at the telephone number on this complaint to confirm the order and asked him about the new apartment number. He then confirmed it's his sister's apartment, but he confirmed we can ship to his billing address which is Apartment 403. We then processed the order to his original address, apartment 403. We continuously tried to contact him and left voicemails for him after he charged back, but he never responded. Since then, he's emailed us that the order was fraud. But he has never called us to discuss further. It has been concluded that [redacted] has the merchandise he ordered, but is claiming otherwise so he can have the merchandise free of charge. We will not be corresponding with him further as we have attempted for years to work with him and he refuses to do so. We have already responded to his financial institution and will continue to do so if they require it of us.