Bellacor.com, Inc.

Initial Business Response /* (1000, 5, 2015/05/26) */
We received your complaint with the Revdex.com. I'm sorry you've had difficulty reaching our Customer Care department. It is true we have had setbacks lately due to an office move. We lost several staff members, along with a few...

other technical difficulties. We are in the process of training new staff members, the move is complete and we have a new phone system in place which should make contacting Customer Care much more easy moving forward.
I have reviewed your case. Your return request was processed 5/11/15, your item was received on 5/14/15. We ask that you allow 10 days for returns to be credited after they are received. You have been refunded for your return of the incorrectly ordered curtain as of 5/23/15, less return shipping per our return policy. Bellacor does provide return shipping labels for returns, however the customer is responsible for the return shipping cost.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They only gave partial refund. I was suppose to get the entire refund. I have a letter from the supervisor who responded with the packing slip that states they will also pay for the shipping since they did NOT respond to several of my requests. This letter was submitted by [redacted] ext [redacted] on April 30th, Her response states "I apologize for the non communication you have experienced with us. I am a supervisor in the department and I want to give you some insight to the delay. We are undergoing a move and are short staffed. We are working very hard to get to everyone who requires our help. I would love to extend my services to you directly to resolve your issue. There will be NO PENALTY FOR RETURN AND I WILL ALO WAIVE THE RETURN SHIPPING CHARGES.
This company credited my return but charged me the shipping fee. This is not what they agreed to therefor I do not accept their response
Final Business Response /* (4000, 9, 2015/05/28) */
The customer made several purchases in April, and several returns. The return of the order in question was processed due to an emailed request by another agent, not [redacted] as stated above. [redacted] assisted with the return of another order, [redacted]. That order total was 98.05, which is the amount mentioned in the report. This return is in process.
The customer ordered the wrong item. Our return policy states that return shipping will be the customer's responsibility, unless the item is damaged, defective or incorrectly shipped by the vendor.
The customer was charged 92.61 and refunded 80.16. The cost to return was 12.45. As a one time courtesy we will waive the return shipping fee. Allow 10 business days for the refund to be issued.

The customer contacted us on 5/5 to report the fixtures had been installed, but the city inspector will not sign off since the glass shades on the fixture were not secure and do not pass local earthquake requirements. During the call she requested a return. Per our return policy, items that have...

been installed are not returnable. It is the customer's responsibility to be aware of local building codes and requirements when selecting products for their home. The customer could have called and asked prior to ordering if the shades were secured by any means. We ask that all customers fully inspect items received before installing them to make sure they meet the needs of the project. She should have test fit the fixture prior to install to see if it would work with her application and local building requirements. The glass is supposed to be set in place, not secured in any way. Per the manufacturer, it will not be a tight fit. The customer requested a supervisor, which she received, during which the supervisor confirmed per our policy installed fixtures are non-returnable. The customer spoke with several representatives and two supervisors. During several of these calls the customer became escalated and began to use inappropriate language. She continued using explicit language with the representatives, which is why her call was disconnected. We do not tolerate customers using profanity or threatening language. Had she refrained from using such language the call would have continued. I show 3 documented instances of disconnection due to profanity. As of 5/19 we agreed to request 9 new shades be sent to see if this resolves the issue of being to loose. Records show these should be delivered 6/1.The customer was notified via email at that time that there is no way of securing the shades, this is an attempt to see if new shades will have a tighter fit. If that does not work, the customer may need to look at permanently securing the shades with adhesive that would allow the fixture to pass inspection. The manufacturer requested the customer send actual photos of the installed fixture with glass to show how the original shades fit into the fixture. The customer has not sent the requested photos yet.

According to our records the item was reported damaged on 9/1. We require photos and detailed descriptions of the damage and packaging so we can file a claim with the shipper. This was taken care of on 9/2 when the customer contacted with photos. We began our claims process and the customer was...

notified on 9/6 that the original item could be discarded. The customer also asked for a replacement to be sent, which we processed. The replacement shipped on 9/9. Refunds are not issued when a replacement is requested. If the customer wanted a refund one would have been provided, and no replacement shipped.

This was resolved through refund process.

Ms. [redacted] placed her order 3/1/16 over the phone with a representative. We ordered additional chain for her fixture. Ms. [redacted] did not contact us until 4/12 to report the chain was incorrect. On site we state to inspect all products when received, any damages or issues need to be reported within 15...

days. She did not report any variation of color to us at the time the item was received. We also state that items that have been installed are non-returnable. If you receive an item that is incorrect, damaged, defective, etc. and choose to install it anyway, Bellacor is no longer responsible for the item, or obligated to accept a return on the item(s). We will not issue refund for any product not returned. She installed the fixture and chain, did not state she would return the incorrect chain, but expected a refund to be issued. I am including a copy of the original email response we sent on 4/12/16. As you can see in the email we confirmed the correct chain was initially ordered, but the manufacturer sent the wrong product. We also stated in this email that a refund would not be issued, but that we would send new chain free of charge, which I show was delivered 4/28/16 via UPS. Dear [redacted],Thank you for contacting Bellacor. We apologize for any inconvenience. We contacted the manufacture and they stated that the part number for additional chain was correct for this item and that you were sent the wrong item. With this, we also see that the chain and fixture was delivered 03/09 – 3/10. We ask that all items are checked for any damage/defect or misship upon receipt and reported within a reasonable amount of time.  Unfortunately, we are unable to issue a refund for the chain as it was late to be reported and it was installed. However, new chain will be sent to the shipping address we have on file from the manufacture direct.

Initial Business Response /* (1000, 5, 2015/12/16) */
Order [redacted] was placed on 11/25/15. When the order was placed, the expected ship date was listed on our site as shipping within 4-6 weeks. We sent an email confirmation to the customer's Yahoo email address he provided at the time of order,...

which also would have included the expected ship date between 12/23/15-1/6/16 (4-6 weeks from order date).
The customer contacted on 12/10/15 to request a cancellation, which we submitted to our manufacturer. It was stated at the time of the call that the cancellation was a request to cancel, and he would receive a follow up email in 24-48 hours confirming whether or not the cancellation was successful.
All of our items are shipped direct from manufacturer, it is stated very clearly on bellacor.com: Cancellations are not executed until Bellacor confirms an order has not been processed or shipped. Provided Bellacor confirms an order has been cancelled credit will be issued to the original form of payment.
The customer chose to order from a different site before the cancellation was confirmed.
He emailed on 12/11 after receiving a denied cancellation email. The manufacturer had already shipped the product (sooner than expected) on 12/10 when he made the initial contact. He was told at that time to not refuse delivery of the product, that it would result in restock fees.
Our manufacturers require return authorization. When a package is refused, it is sent directly back to the manufacturer without the necessary authorization, and many manufacturers charge restock fees for returned items. Because of this, Bellacor handles all returns directly with the customer. Had he accepted the package as he was told to do, we would have been able to issue the necessary return authorization, and return label, which would have resulted in him not being charged a restock fee.
Customers are responsible for return shipping on any shipped item. When an item is refused, the customer becomes responsible for the return shipping, any fees associated with the refusal, up to and including restock fees. This particular manufacturer charges a 25% restock fee on all items returned without authorization.
Refusing a package also lengthens the time needed to process a return and refund the account.
All these details are clearly outlined in our terms and conditions and site use policies. http://www.bellacor.com/custsupport.htm
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is misleading. I was not told that the cancellation could be denied. I was told that the item would not be shipped until 1/6/15 and that I would receive a confirmation within 24-48 hours. I havery a transcript of this conversation and it was never disclosed that the cancellation was subject to approval. When I contacted bellacor.com after receiving the notification that the item had shipped, I was told that I would be responsible for the shipping costs associated with returning the item. This is conveniently omitted from the above response. So I was given two options, refuse delivery and "possibly" be subject to a restocking fee, or accept the item and pay for shipping. I have disputed this transaction with my credit card company and was told that if the item was delivered then I would have to pursue other options. I expect a full refund as I relied on information you provided and purchased another mirror from Amazon. I plan to pursue all options available until this matter is resolved. Judging from the number and frequency of complaints your company receives this is probably standard procedure but I will not accept anything less than a full refund.
Final Business Response /* (4000, 9, 2015/12/17) */
Transcript from Chat:
12/10/2015 11:35:22 AM -06:00 Eric Okay, I'd like to cancel the order please
12/10/2015 11:37:18 AM -06:00 Miranda I have submitted a request to cancel your order. Please allow 24-48 business hours for processing. Once complete, an email confirmation of the cancellation will be sent to you.
12/10/2015 11:38:05 AM -06:00 Eric Thank you
12/10/2015 11:38:10 AM -06:00 Eric Is there anything else I need to do
12/10/2015 11:38:11 AM -06:00 Eric ?
12/10/2015 11:38:51 AM -06:00 Miranda Not at this time. All you need to do is wait for the email confirmation in 24-48 business hours.
It was stated in the chat at the time of cancel request that per our system detail provided to us by the manufacturer was 1/6/16.
It was also stated that a cancel request was submitted, with a 24-48 hour processing time, and to wait for the confirmation email. The confirmation email was sent later that afternoon confirming we were unable to cancel because the item had shipped early. At no point in the conversation did the representative confirm the order was in fact cancelled.
The customer initiated a chat later the same day 12/11 after receiving the confirmation email, and threatened to refuse delivery, Our agent told him at that time do not refuse it will result in a restock fee. He had emailed us on 12/11 as well threatening to refuse delivery, and was again told to not refuse the package, but to call for return.
Mr. [redacted] chose to call UPS before delivery was attempted and refuse the delivery after being advised 3 times refusal would result in restock fees.
Our cancellation and return policies are very clearly stated on our website. The estimated ship date was listed as being between 12/23-1/6 based on the information provided to us by the manufacturer. The item arrived in the warehouse early and therefor shipped early on 12/10, the same day the cancellation was requested. Any order shipped is non-cancellable. Items shipped may still be returned under our 30 day return policy, but this requires an RA#.
Our contract with out manufacturer requires a restock fee be charged on any item being returned to the manufacturer. This gets passed to the customer as stated in our policy on our site.
Once an item is refused the customer is also assessed return shipping fees. We will waive the return shipping fees, but we cannot waive the 25% restock fee given the fact that the customer was provided this detail in writing more than once.
We certainly could have worked with the customer to cover the minimal return shipping fees. It was made very clear that refusing delivery would result in a 25% restock fee, and it was recommended he contact us once the item was received to arrange for return.
Mr. [redacted] also made reference to calling our phone number repeatedly and the phone only ringing and and not picking up. Our records show two phone calls received by the customer's phone number on file on 12/12. The first at 12:45:57. The call duration was 18 seconds. The second call placed at 12:46:17, was picked up and held for 3 minutes 12 seconds before disconnecting.
We have not experienced any phone outages or issues with our phone system. Even if all agents are currently on calls, a welcome message would have immediately picked up with our menu options, the customer is then placed in the appropriate queue until an agent is available.

The order was placed on 5/24.17. The item ordered is set to ship within 1-2 business days. Per our online cancellation policy:Cancellation Policy Orders for this item may be cancelled prior to processing or shipment. To request an order be cancelled contact Customer Care. Cancellations are not...

executed until Bellacor confirms an order has not been processed or shipped. Provided Bellacor confirms an order has been cancelled credit will be issued to the original form of payment. The item specific return policy applies to any cancellation request that cannot be executed. All orders are transmitted electronically to the warehouse within one hour of placement. Once the order has begun processing, it may no longer be able to be cancelled. In this instance, the sink was ordered, the cancel request was submitted at 3:46PM. The order had already begun processing. Once an item has been removed from it's stored location, it is sent to the shipping department for labeling. Once this takes place, the item/order is no longer able to be cancelled. All UPS shipped items are placed on pallets, shrink wrapped and wait to be loaded on the truck. If the customer would like to return the sink, a request can be submitted online, over the phone, or through our inline chat system. We will send a return label and deduct the cost for the label from the return. Refusal of the product is not recommended.  Refusing delivery of a product will be handled as an unauthorized return, and a 25% restock fee will apply as well as return shipping.

Again, per the photos sent, the item was not placed in the protective plastic before returning. This caused damage to the finish of the fixture rendering the item non-re saleable. While it is correct there are other customers reporting similar issues, it is typically due to customer negligence. Items returned used, installed, damaged, etc. will not be accepted for return.  If an item arrives to us damaged, and there is visible package damage, we attempt to file a claim with the carrier. In this instance, there was no damage to the outer packaging which would indicate shipping damage. The scratches were isolated to the area on the fixture where the two pieces rubbed together because the customer didn't package the item correctly. Refund will not be issued by Bellacor. The customer has filed a credit card dispute.

The customer submitted an online return request online. Part of our return request process asks the question "Is the item in original condition, new, unused, unaltered, not previously laundered or assembled e.g. no cut or clipped wires, no contact with water and now writing on the shipping carton to...

include all original packaging and accessories?"The customer responded yes to this question knowing the item had been installed. We authorized the return based on their response, but when the item was received we found the wires had been cut and the ends were twisted as if the product had been installed. The packaging was also destroyed, and the item had scratches all over, likely due to the poor repacking. I have attached photos. We contacted the customer and advised we would not be accepting the return.  If they would like the item back, it is the customer's responsibility to pay for return postage. The customer paid and we shipped the item back. Unfortunately the glass became broken in shipping so UPS returned the item to the warehouse. We shipped new glass to the customer at our expense, and reshipped the product a second time, again at our expense. UPS tracking states the item was refused at delivery, and was again returned to the warehouse.  We have again shipped the item one final time at our expense. If the item is refused again, we will not reship.  The customer will not be refunded for the item.

I am rejecting this response because:  It is simply untrue.  We never installed the fixture nor did we return a fixture in the condition of the one returned to us.  We have offered witness statements from unrelated 3rd parties both stating that the fixture was not installed nor was it damaged in any way during the short period in which we had the fixture in our possession.

Our warehouse tries to process orders as quickly as possible once received. Once an order has been "picked", or taken from it's shelved location, it is sent to the shipping department. Once this occurs cancellation can no longer take place. The customer misunderstood what was told to her during...

the call. Marissa did submit the cancel request as shown in the 1st picture. As you can see in the second picture, based on timing the order had already processed for shipping. She also spoke with two supervisors, at her request, who conveyed the same message.She admitted during the call with one of the supervisors that Marissa did not guarantee the cancellation, but she assumed it was a guarantee. Per our online Policy (below), a customer can request to cancel an order, but there is no guarantee we will be able to cancel a purchase once it is placed. Orders may be cancelled prior to processing or shipment; some exceptions apply. Prior to placing an order refer to the product detail page for the item specific cancellation policy. After placing an order refer to confirmation or shipping update e-mails. To request an order be cancelled contact Customer Care. Cancellations are not executed until Bellacor confirms an order has not been processed or shipped. Provided Bellacor confirms an order has been cancelled credit will be issued to the original form of payment. Custom and built-to-order items are not eligible for cancellation. The item specific return policy applies to any cancellation request that cannot be executed.

Initial Business Response /* (1000, 8, 2015/07/27) */
The customer placed her order [redacted] online for item [redacted], which had an expected ship date of 7/24/2015. At the time of order the item was priced at $379.00, which was an error. The item price is $1229.00.
Per our Terms and...

Conditions on our site:
Modification of Content
Bellacor attempts to ensure that the content on Bellacor.com is complete and current. As indicated in the Disclaimers set forth below, Bellacor does not guarantee that the information contained on this website will not contain errors, inaccuracies or omissions. Such errors, inaccuracies or omissions may relate to price or to product description or availability. Bellacor reserves the right to correct any error, inaccuracy or omission or to change or update the content without prior notice.
Bellacor reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or a credit card has been charged.
If a credit card has been charged for an order cancelled by Bellacor, Bellacor shall promptly issue a credit.
Her card was credited in full 7/6/2015.
--------------------------------------------------
When Melissa [redacted] on 6/27/2015, her order was still in process. we had not been notified of any issues with the order, and everything seemed to be progressing normally.
When the customer contacted again on 7/9/2015, we discovered her order had been cancelled due to the pricing error.
We apologized to the customer for lack of communication regarding the situation, and offered to find an alternate product. After searching available items we found we did not have anything comparable in a similar price point. We offered to significantly discount the bed if she wished to purchase at the correct price, but would not be able to meet the previous $379.00 price point. This offer was denied.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was offered that bed for $1000 after my order was cancelled. That is NOT a significant discount for a $1200 bed. That's a $200 discount and nowhere close to what it was priced at. How do they plan on fixing this situation? This response is not acceptable!
Final Business Response /* (4000, 16, 2015/08/12) */
We acknowledge that the pricing was incorrect due to a miscommunication from the manufacturer. We attempted to work with the manufacturer to honor the price, but they declined. The manufacturer cancelled the purchase order, and would not ship under the lower cost. Bellacor had no other option than to refund the customer for the purchase.
As stated previously, per our site terms of use: Bellacor reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission. The credit card was credited in full 7/6/2015.
We attempted to find alternative products, but have nothing similar on site at a low cost. We did offer discounts on the item in question, as well as to discount a different item, both offers were declined. we aren't able to ship the item in question to the customer at that cost. There are no further actions we can take on this matter.

This was our error. The product images on site show both red and creme glass. The order was transmitted to the warehouse correctly, however there was an issue with the order once it transmitted causing the CR in the SKU to switch to FR for Fire Red. Each time we ordered replacements the same issue...

would occur which caused multiple misships on glass.I have spoken with the warehouse, resolved the error, and we will be shipping two correct pieces of glass within the next 1-2 business days. This should ship Wednesday or Thursday at the latest.We are unable to accept a return since the item is installed, but we will send the correct glass.

The refund was not issued for the item [redacted] at the same time because we had to wait for it to be delivered back to the warehouse and inspected/processed as a return. This takes 10 business days from date of delivery. We were notified of the return, and issued a refund on 9/26 less shipping. When an item has shipped the customer is responsible for all shipping charges if a return is requested. She called to demand a refund and we agreed to refund the shipping of $155.10 as a courtesy due to other issues with her orders. Typically a refusal of this nature would also be subject to restock fees as well as shipping, but we waived those fees as well.

Initial Business Response /* (1000, 5, 2016/01/22) */
After fully reviewing our product listing, the word "heavy" does not appear anywhere in the product title, or detail. I also confirmed that at no time have we made any adjustments or updates to our site listing since it originally posted to the...

site.
Half Price Drapes calls this curtain "Heavy Faux Linen Curtain" on their site, but that is in reference to the fact that it is a heavier faux linen, meaning heavier than standard linen. But the curtain itself is not heavy. If you review the several photos listed on our site, you will see in this photo, that the fabric is still somewhat sheer. http://media.bellacor.com.edgesuite.net/images/500/2066FHLC184GR-22_2.jpg
It is also specified on site that the curtain is non-lined, meaning no additional fabric liner is present.
In regards to the issue of restock fees, it is correct that we do charge restock fees on quantities of 10 or more. This is listed in several places on our website. However, the return request was to return 4 curtains, not the full 10. If the customer were to return 10, then yes, restock fees of 25% would apply per our policy. In this instance restock fees do not apply since only 4 are being returned. Currently the return will be processed for the cost of 4 curtains minus return postage, for a total of $179.41. At no point have we informed the customer she would be charged a restock fee.
In addition, the customer has made no attempt to contact Bellacor in regard to this complaint, or an attempt to clarify detail before filing a complaint.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not remember where and when I read "heavy" but I would not have purchased them otherwise, as I was intending to put them in a kids' room that needs a heavier fabric.
The ONLY reason I am returning 4 instead of 10 is because of the outrageous 25% restocking fee. That is over $100 for items I would not be using and am not pleased with as far as quality. I am going to put the other 6 in a guest room where it doesn't matter as much that they aren't white (they are ivory and inaccurately described on the website) and I don't need them to be heavier.
What I WANTED to do was return ALL 10 and not have to be penalized for YOUR inaccurate representation. Look - I could have gone to Bed Bath and Beyond and spent less money on similar quality drapes. This is just ridiculous.
I did contact Bellacor to try to resolve the issue and they insisted that the 25% restocking fee would not be waived. This was even before I realized the curtains were not the advertised color. I have a transcript of my conversation if you would like (see attached).
I also tried to review the item on the Bellacor website to warn future customers that the color and weight are not as advertised and they would not let me post that review - seems suspicious to me.
Final Business Response /* (4000, 9, 2016/01/26) */
We make every effort to ensure our policy is absolutely clear to customers before ordering. Each item on our site has a "Cancel & Return Policy" link to the right of the item photo, above the Add To Cart Button. While many items on site are returnable with no restrictions, this is not the case for all items. We place the button in an easy to see, easy to access location so all customers can be aware of our return policies. The representative assisting the customer in the attached document was correct that a restock fee would apply if all 10 were returned.
Bullet #2 in the Some exclusions may apply section reads:
Orders for 10 or more of the same item are subject to a 25% restocking charge. For large quantity orders it is recommended a sample is ordered first to ensure the item meets requirements.
The item title and description does not state "heavy" on our site. We have confirmed the product was not misrepresented. It only states the following:
Half Price Drapes White 84 x 50-Inch Grommet Curtain Single Panel
Rich in texture these Faux Linen Solid Curtains are gracefully crafted. Woven from sturdy polyester for the perfect weave and fall
Sold per panel
Finished With 8 Nickel Finish Grommets (1.5 - Inch Opening)
Unlined
Care Instruction: Dry Clean
Bellacor's website reviews are moderated by a third party. Bellacor has no control over what reviews get posted to our site. The moderators will not post any review containing false information, inappropriate language, or any review containing non-product related comments. Only reviews strictly pertaining to the item will be posted, whether they are negative or not. Any reference to Bellacor policy, process, Customer Care, pricing, or any other non-product specific verbiage will cause the review to be rejected by the moderator.
The curtains are returnable, customers are responsible for return postage, and any quantity of 10+ or over $2500 will result in a 25% restock fee. While a business has the responsibility of upholding their policies and practices, the consumer has a responsibility to be aware of such policies before purchasing. Our Customer Care department is available to answer questions prior to purchase by phone, email and chat if policies are not clear.

For order [redacted] the customer was fully refunded. There was an error, but it was corrected same day as shown below in the chart. For order [redacted] Total Charge: $404.40$23.80 for trade discount issued 10/12/16 Returned: 862676 x2 @ $68.00 =...

$136.00 862544 x2 @ $28.80 = $57.60 Less $39.00 Return Shipping = Refund amount $154.60 issued on 11/12/16862668 x1 @ $57.00 = $57.00 (no SH) issued on 11/15/16Combined refunds totaling $235.40Customer kept items862676 x1 @ $68.00862581 x1 @ $49.00862541 x1 @ $36.80The customer has been fully refunded, as discussed during the calls, for all products returned. If he feels this is incorrect he should provide specific order numbers, item numbers and dollar amounts so we can research further. TRANSACTION TIME TRANSACTION TYPE CARD TYPE ACCOUNT NUMBER EXPIRATION DATE CURRENCY AMOUNT COMMENT1 COMMENT2 Oct 11, 2016 3:25:46 AM Capture Visa 1522 06/18 USD 242.81 [redacted] 4042376031 jaya[redacted]@aol.com [redacted] Oct 11, 2016 10:58:07 AM Capture Visa 1522 06/18 USD 242.81 [redacted] 4042376031 [email protected] [redacted] Oct 11, 2016 11:19:37 AM Credit Visa 1522 06/18 USD 242.81 [redacted] 4042376031 [email protected] [redacted] Nov 15, 2016 3:27:09 PM Credit Visa 1522 06/18 USD 242.81 [redacted] 4042376031 jaya[redacted]@aol.com [redacted] Nov 18, 2016 9:16:35 AM Sale Visa 1522 06/18 USD 269.80 [redacted] 4042376031 jaya[redacted]@aol.com [redacted] Nov 18, 2016 2:45:13 PM Credit Visa 1522 06/18 USD 269.80 [redacted] 4042376031 jaya[redacted]@aol.com [redacted]