Bellacor.com, Inc.

This has been resolved and refund issued on 4/We received a call from the customer regarding the state of the packaging and the itemWe are required by the carrier to have all original packing materials present in order to file a damage claimThis is noted in several places throughout our
siteEven if the packing materials have been destroyed, they should be retained for the claims processMs*** had discarded all packing materials at the time of her callWe asked for pictures, and tried working through the issue with our claims department and UPS to see if we could resolve the problem without the original packing materialsDuring the call on 4/the customer stated she would wait hours, and then dispose of the item and dispute the charges with her cardLuckily she did not dispose of the item, but was very upset by the length of time the process was takingTypically claims will take 7-business days in the best of circumstances, but without packing materials the process was taking a bit longerUPS denied the claim due to lack of packagingWe asked Ms*** on multiple occasions to get alternate packaging of any kind so we could continue with the claim, to which she refused repeatedly. We were more than happy to reimburse the cost of a box, which was offered, and declinedShe finally agreed to get a replacement box so the item could be picked upDuring this time we were trying to work with her, we had already issued refund on 4/30, we just needed to resolve the retrieval of the item

The customer contacted via Amazon to request a return for a damaged/defective mirrorThe customer was required to provide photos for resolutionPhotos were received 10/It was determined the photos that were sent did not adequately show damages reportedWe requested additional photos on 10/
The customer responded right away on 10/With the additional photos we were able to resolve the return and issue refund on 10/25. The issue was resolved with the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI received two responses from Bellacor regarding my initial Revdex.com complaintThe first one was as follows: Thank you for taking the time to contact us through the Revdex.comWe apologize for the delay in facilitating your returnWe have requested return instructions and labels "several times"We will be issuing a refund for the mirror, but it will need to be returned, so please hold on to the mirror and all packagingWe will be forwarding your return instructions and a label as soon as we have themPlease accept our apologies for the delay.Because of the conflicting information in the two responses about the timing and condition for the refund with the first stating that the refund was still contingent on receiving instructions and a label from the vendor, I wanted to make it perfectly clear that this was unacceptableYes, I did check my Visa account last night, and the credit had yet to be postedI checked the account again tonight, and it has been postedThanks for finally making good on your refund policy

The customer contacted us to report the issue, we referred him to the manufacturer for tech support as statedWhen the tech support couldn't resolve, we requested a replacementA request was submitted on 6/7/to replace the fan and return the broken fan6/customer called to state he would
prefer a refund rather than replacementWe updated his request to NOT send a replacement, only a refundThis request was submitted as requestedThe customer then contacted again on 6/to ask why a replacement hadn't been sentWe requested a replacement, which was delivered on 6/No further contact has been received

The customer placed her order on 7/30/knowing that both lights were not available to ship for weeksWe were very clear on expected ship date on our site, as well as when an item is orderedWe communicate this detail with the customer at time of order as well as in the confirmation email sent
immediately after an order is placedIf anything changes we notify the customerThe item was supposed to ship 9/3/17, however it arrived earlier than expected. We sent a notice to let them customer know it would in fact be shipping EARLY on 8/31/She chose to cancel on 8/28/We requested *** on 8/per her request. This was cancelled and refunded by 8/Well within our 3-business day time frameShe also requested to cancel ***, but it had already shipped so we arranged a reroute to a different address for her at no cost. Typically a reroute of this type would incur a $reroute feeEverything was handled exactly as it should be, and well within expected time frames

I am rejecting this response because: As a customer, it's counterproductive and frustrating to complain to the very department that I have a complaint with which is Bellacor's Customer Care Department; the same department that responded to this inquiry. Bellacor's representatives are lying, and misconstruing what was said during my conversation with MarissaI understood perfectly well what Marissa said to meI assumed that the order had been cancelled because Marissa assured me that I had time to cancel the order, and stated that there shouldn't be a problem cancelling the order since it was not scheduled to be shipped until March and should be delivered by March Bellacor's own timeline in there response supports my positionAccording to Bellacor's response to Revdex.com: I ordered the merchandise on March 3, at 12:p.mThat same day, at 3:00p, I called Bellacor (Bellacor's response noted the time at 4:46p, but that is probably when I ended my call with Marissa.) That day, I also sent an Email to Bellacor cancelling the order. Bellacor's log shows that at 5:p.mBellacor shipped the item for deliveryOn my end, I received an Email from Bellacor at 6:pmon March informing me that the item had shippedBellacor's records proves my recollection of events more so than their customer care representatives' outline of what occurred

I am rejecting this response because:
They state sent replacement shades but actually I received only!!! ( I bought set has shades)the paper show but they cross out and wrote !!! Liar.bellacor sales people no patience with bad services and not listen to my problem They keep talking and talking and not listen to me either That's why I increase my voice !!! If they listen the light problem I report and help me I won't increase my voice.They hang up on me not because I increase my voice, they don't want to solve my problem !Sincerely,***

As my previous response stated, I requested an immediate refund, which has been processed, and a follow up request on status of the return label. The customer should check her Visa ending for her refund of $which was issued on 8/16/We have determined due to lack of response that the mirror does not need to be returned, the customer may donate or discard the mirror at her discretion

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 8, 2015/10/12) */
Ms*** placed an order online on 9/23/for a rugAccording to the UPS tracking number issued by the manufacturer, the item was processed for shipping at 4:PMThe customer contacted via email at 4:45PM on 9/to request cancellation
Even though a tracking number had been issued, we still submitted the cancel request to the manufacturer to see if they could stop it from leaving the warehouse
At the time we received the email, we sent the customer an email stating the following: "We have submitted a request and will attempt to cancel your order with our vendorPlease allow 24-hours for us to respond to the status of your request
Important Information: If the order is too far along in the shipping process, we will not be able stop the order and it will be shipped as scheduledWe will notify you either way."
Until we have confirmation from the manufacturer that the product has been stopped, we make no guarantee that a cancellation will occurIn this case, the item had already shipped the item that afternoonThis is covered in our online cancel and return policy: http://www.bellacor.com/custsupport.htm#Returns
Many of the brands we work with attempt to ship as quickly as possible to best serve our customersIn this instance the order was placed and processed before we received the cancel requestThe customer could have called to expedite the process rather than sending an email, or called and asked for a price match to the other site mentionedPer our terms and conditions online, the customer is responsible for return shippingA refund has been issued less this cost
The customer refused delivery of the rug, which would normally incur restocking fees, which we waived when she spoke with a supervisor on 9/When an item is not able to be cancelled, it may be returnedHowever, customers are responsible for return shipping costs
Initial Consumer Rebuttal /* (2000, 10, 2015/10/23) */

The first image is the automated response to our online return formIf a customer requests a return online, they will receive an automated approval or denial based on their response to the question Is the item in original condition, new, unused, unaltered, not previously laundered or assembled e.gno cut or clipped wires, no contact with water and now writing on the shipping carton to include all original packaging and accessories? When the customer checked "Yes" she was automatically approved and moved to the next step in the processIf she had answered the question honestly, she would have been denied the return and moved no furtherThe second screenshot appears to be her response to our automated email and of absolutely no relevance to the return or whether or not it was acceptedHer third image is indeed a chat between her and Andrew in which he does recommend the medium fixtureWhat this screenshot excludes, is the remainder of the chat: 9/15/2:29:PM -05:*** I can return if it doesnt work right 9/15/2:29:PM -05:[Andrew] as long as you do not install it 9/15/2:29:PM -05:*** ok perfect thank youWe do not accept installed returnsWe welcome the customer to remove the item from the package, they can hold it in place to see if it will fit, but once they cut the wires they are accepting ownership of the product

Initial Business Response /* (1000, 5, 2015/06/25) */
Ms*** contacted Bellacor on 6/16/to notify us that one mirror was received shattered, and the second had a gouge in the frame, but no broken glassA claim was filed for the broken mirrorThe customer was advised to hold the mirror and
all packaging while UPS responded to the claimUPS determined they did not need to inspect the product and the customer was advised to throw away the mirror and packaging on 6/22/15, which was within the 1-week timeframe given to resolve a claimThe customers original method of payment will be credited within 5-business days following resolution of a claim, no later than July 1, The customer was not asked to ship back broken glass
For the second non-broken mirror, the customer was immediately issued a return label during the call on 6/16/15, which was sent directly to the customer's email address on filePer our return policy, the customer was advised there would not be return charges for the label or return of the product because of the defectThe customer argued with the agent and requested a supervisor
The supervisor also advised her to apply the label to the package and leave it for UPSNormally Bellacor would require the customer to drop the item off at UPS, but due to the customer's situation (she stated she was leaving town to return to her summer home), the supervisor offered to arrange a pick up for the customer, advising she apply the label and leave the package outside for UPS to pick upThe customer refussed, and hung up on the supervisor
The customer also contacted us through a Yelp review, which we responded to immediately on 6/17/by another supervisorThe customer was again advised via Yelp on 6/23/that no inspection was required, refund will be issued, and she could discard the broken mirrorThe customer was also advised, for refund to be issued on the second defective mirror, we would need it returned with the provided labelRefund of the second mirror is pending return of the product
The customer was offered replacement items at no charge, which the customer declined because they could not be overnighted and she would be leaving townThe customer was also offered a reorder at the same cost at a later date when she returns to her vacation home, to which the customer replied "that was a ridiculous offer."
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want the cost of both mirrors reimbursed immediatelyYou have HORRIBLE reviews all over the internet so obviously I am not your only problem....I wish I would have checked prior to buying from you! I am not returning two broken mirrors in the mail not now, not later, not ever...its unsafeI want a refund! NOW!
Final Business Response /* (4000, 9, 2015/06/26) */
The customer has already been advised that the mirror that was shattered can be discarded, as stated in the email sent on 6/22/No return is necessaryThe account has been refunded for the shattered mirror
The second mirror was not stated as having broken glass and does need to be returned before a refund can be issuedWe supplied the necessary label and instruction, including an offer to pick up the item, which was declined by the customerWe tried on several occasions to remedy the situation both over the phone and through the Yelp reviewThe customer's response to both was refusal to return the defective non-shattered mirror
We understand the customer is now in Colorado, and the mirror is in Florida; however, offer to have UPS pick up the mirror was made during the phone call on 6/17/while the customer was still in Florida with the mirrorShe was advised to apply the label we emailed to the package and leave it outside for UPS to pickup the next dayShe refused and hung up on the supervisor she was speaking withOnce the mirror is received, we will refund the account

I am rejecting this response because: I went weeks upon weeks with no communication from this company...all communications were initiated by me. I stated that we received a faulty bench that was void of pre-drilled holes that will allow for it to be built properly. I sent pictures of this from day one of my complaint. I was never asked to return anything just asked if I had the original box. The company promised a replacement bench and cushions at their expense and then only wanted to deal with the cushion issue which they could not resolve in a timely manner and only stated this after I called, emailed, and customer chatted several times At this point only half of what is in the company's responsed is even close to true and I am done doing business with them. My credit card company has issued a credit for the merchandise and I will be sure to deter any business their way as their products and customer service leave much to be desired

Bellacor is a dropship retailer, shipping all items direct from the manufacturerWe use stock manufacturer's photos for all items on site.We rely on the manufacturer to clearly and accurately depict all itemsWe also have a disclaimer on site stating that color may vary from the online photos due
to individual monitor settingsWe allow customers to return any item for any reason within days of receiptCustomers are responsible for return shipping on all non damaged, non defective merchandise.In the case of an item being not as pictured, we typically ask for photos from the customer firstIf photos are not provided, we will issue return labels and the item(s) are reviewed in the warehouse once receivedIn the case of the two items ordered (links below), they are from the same manufacturer; however, they are two completely different colorsThe comforter set is pearl white, and curtains are silverVastly different colors and fabricsThis is in no way misrepresented on our siteThe color is in the title and description of the products purchasedhttp://www.bellacor.com/productdetail/pacific-coast-textiles-5bocrtng-s...⇄ the customer would like to return the products, please contact our customer care department ###-###-####

The agent the customer initially spoke with was incorrect, the shipping for the third item should have been waived as a courtesy since the order was placed the same dayBecause of this we issued a free return label and a full refund.According to our records, all refunds have been issued and the
issue resolvedThe customer did request cancellation, which we were not able to complete due to the item shippingThe estimate of 3-weeks is an estimate; if the product arrives in the warehouse sooner than expected, it will ship much sooner then the listed date, in some cases almost immediately after receiving the order

This item was incorrect on our siteThis caused the customer to receive red cushions instead of the white as shownWe offered to send a complete replacement and return of the original because it was reported as also having a hole in the benchThe husband called and spoke to a rep and he refused,
stating we should send a new set, and implied they would not return the originalThe customer did not state during the calls that the bench did not have holes drilled, but that it had a hole in itWe attempted to work with the manufacturer to obtain the correct pillows at our expense since this was our errorWe contacted repeatedly to obtain the white pillows throughout the month of June, at which point we were told they would be backordered until August.We advised the customer of the situation, but the customer stated they would not wait for the cushions, and that at this point stated she had already filed a complaint with Revdex.com and a dispute with her credit card.We offered a $refund and to send the cushions when they become available, but we have not received a response from the customer

The customer notified us she had not received the pillow on 12/We opened a trace with UPS, which can take up to days to resolveRefunds are not issued on lost packages until the loss is resolved either by locating and delivering the package, or a determination has been made that the item is
indeed lostUPS noted the item "Found and delivered" on 1/We contacted the customer to inform her of thisShe responded back stating it was not receivedWe notified our claims department to further investigateAt the time we estimated an additional days to resolveUPS again notified us the item had been delivered correctlyOn 1/we closed the claim and issued refund, even though the item was still showing delivered correctly by UPSFull refund has been issued

I am rejecting this response because: Please see attached items in which I clearly state the item was hung and they clearly stated they would accept my responseThis email led me to believe that they agreed that I was misled by their agent regarding size and had made an exception to their policyI did know about the policy, but after receiving a “return approval” it was my understanding that although it had been hung (as stated in my email) they would accept the return due to the circumstanceAt this point, they have received my for the item and $in return fees and are now saying they’re going to discard the item if I do not pay another $for a light they suggested would fit in my spotI also would like to state that the box had no damage when it left Our HomeThat damage was due to shipping and after reading multiple of their reviews online it is clear that they have many similar issues with other consumers

Final Consumer Response /* (2000, 6, 2015/12/08) */
They wrote me and said they are refunding me and it will take days for it to be processedGuess we will see...they are horrible when it comes to Customer Service

I am rejecting this response because:
I have been in touch with Bellacor VP, Chris *** about this mess for weeks He put in writing, clearly, that I would receive a credit for ALL items I have that for my records This is not what has transpired to date When I brought this to his attention one to two days ago, he acknowledged that there were still credits that needed posting, and he would tend to these immediately Later he emailed me again indicating that this can be taken care of As of today, however all credits have not been posted to my account It is just that plain and simple. I am wondering who responded to this complaint If it is not Chris Fowler, the person needs to speak to him right away If it is, this version does not match what he promised me as a fair resolution I have a copy of that if needed. Thank you. *** A***