Bellacor.com

I have spoken directly with the warehouse employee in charge of receiving and inspection She personally accepted delivery of this package, opened and inspected it, and took the photos of the box and fixtureWe are confident the fixture in question is the same item the customer returnedFurthermore, original tracking [redacted] shows this item was delivered on 6/13/The customer contacted to request return on 6/15/We issued a return label [redacted] UPS tracking shows the item was not dropped off until 6/23/at 3:27PM (see attached image)The customer had the light in their possession from 6/13/17-6/23/This is more than enough time to have installed a fixtureWe will not issue refund on this item The customer should have the fixture back at this time, with replacement glass to replace the glass that broke in shipment, which Bellacor covered the cost for

Initial Business Response / [redacted] (1000, 9, 2015/11/09) */ The customer called on 9/to request a returnAt this time a return authorization was processed, and the customer was emailed return instructionsOur website clearly states: Customers are responsible for return shipping costsWe do recommend our customers utilize Seko for return shipping for truck shipped items because we contract with Seko and can offer the customer a cheaper freight cost than going directly to a freight carrierHowever, Bellacor does not own Seko, this is information She called again on 10/stating she had not been able to make arrangements with SekoWe spoke to Seko and the number they confirmed having for her was not the number provided at time of orderWe don't know where this other number was obtained, but we provided the correct number and they immediately called to make arrangements Seko quoted the customer a cost of $to returnThis cost is based on size and weight of the item, as well as geographical location, and many other factors of the pickup siteBecause of the customer's location the cost was higherThe item was initially truck shipped because it is a large item weighing over lbsShe was unhappy with the cost quoted, so Seko worked with her to reduce the quoteOn 10/Seko quoted a much cheaper cost of $245.00, but this was based on the customer having the item ready for pick up the next day, which she could not accommodate We tried more than once to make reasonable arrangements and assist the customer in getting a cheaper freight charge to return the vanityAll of these attempts were met with refusal from the customerOn 10/the customer stated she would get her own shipping, we provided the return addressThe customer chose to use UPS, which is not recommended because of the size and weight of the itemIt arrived in our warehouse on 10/Per our return policy, we have business days to inspect returnsThe item was inspected, and found to have been damaged in shippingI sent the customer an email on 10/advising of the damagesThe email stated that we will hold the item in our warehouse for inspection, but the customer is responsible for filing the claim with UPS as she is considered the shipper We are unable to issue refunds for items that are not returned in new, unused, undamaged conditionThis is stated in our return policy onlineSince the item was damaged in transit, it is the responsibility of the shipper (Courtney) to report to UPSUPS will inspect the item at our warehouse, and make a determinationIf UPS accepts the claim, UPS will reimburse the customer for the itemWe will continue to hold the item for days if she would like to file a claimIf she would like to file a claim, I provided the tracking number int eh email sent on 10/If she does not want to file a claim, the item can be returned to the customer, but at her expense Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/11/19) */

As you can see from tracking [redacted] , the order was delivered to the customer March 8th, the day the complaint was originally launched.The timeline I provided is correct, and as stated previously we do not guarantee a cancellation can occur, but we can attempt As shown in the screenshots previously, we did request a cancellation, but it was too lateWe will waive the $shipping fee as a courtesy, but the customer will have to follow our regular return processShe will need to go online to request a return label, or call/email for a return if she still wishes to return the light

The customer submitted two online return form requests, noting that it was the wrong item orderedThe first question in the form is in regard to the current condition of the productThis is directly from the customer's online submission, to which they answered "yes": 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?* Products and packaging not in original condition will not be accepted for return Yes Our online return policy states: Returnable items must arrive back in original conditionProducts must be new, unused, unaltered, uninstalled, not previously laundered or assembled e.gno cut or clipped wires, no contact with water and no writing on the shipping carton to include all original packaging and accessoriesItems sold in Multiple Quantities must be returned in the minimum multiple quantity they were sold in Products and packaging not in original condition will not be accepted for return The customer returned both fixtures with wires cut and frayed If the customer would like the product back, we will return the lights to them, but customers are responsible for return shippingThey will need to contact us to request the return, with a valid method of paymentOnce return shipping has been paid the items will be returned to the customerIf they choose not to claim the product, the items will be donated or discarded as stated in the email sent to the customer

Initial Business Response / [redacted] (1000, 10, 2015/05/20) */ Contact Name and Title: [redacted] Manager Contact Phone: [redacted] Contact Email: [redacted] @bellacor.com The following email has been sent to the customer: Dear [redacted] , I want to sincerely apologize for our lack of contact in regards to your order [redacted] , for item [redacted] , the Moss Green Fisherboy Sundial Birdbath After your order was placed, the manufacturer informed us that they no longer manufacture that particular colorWe were attempting to fulfill the order if possible, but they no longer had stock in the moss greenThey do offer the item in both French Bronze and Oil Rubbed BronzeYou should have received an email in mid-April explaining the situation, and advising that we had issued a refund on April 22nd Bellacor does charge for orders at the time they are placed, not at time of shipmentIf we are nable to fulfill your order, as we were in this case, we refund your account as soon as the order is cancelled by our vendor I understand you called several times, but were unable to reach our Customer Care teamOur Customer Care team has experienced several losses over the past few months, due to our office move, leaving us very short staffed, while our call volume has continued to riseWe are working to rebuild our team, but training does take timeWe've also installed a new phone system, which shouldn't have the same long hold issues our previous system hadWe know our Customer Care has not been as good as we would like in recent weeks, but we are working diligently to rebuild our team and restore the level of service we want to provide to all of our customersI hope you will give us another chance in the future to meet your home décor needs If you have any further questions or concerns, please do not hesitate to contact us Monday through Friday 7:00am-6:00pm Central TimeOur number, as well as my direct line, is listed below Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) they finally refunded my money and sent me an emailWithout the intervention of Revdex.com, they were not responding to me Thank you for helping me out [redacted]

This item was delivered to the customer on 2/23/There were no reports of an infestation or any issue with the headboard until 7/8/All upholstered items are shipped new from the factory, they are not used, or returned itemsWe have shipped several of this item, as well as other items from the same warehouse with no additional reports of bedbugsWe also contacted the warehouse directly and asked if they had any issues with bugs of any kind and they assured us they did notIf this item was shipped from the warehouse with the bedbugs in the frame as stated, we would have received other complaints as wellGiven the length of time from delivery to infestation, it is highly unlikely that Bellacor, or the manufacturer are at fault

The customer claims to have called Bellacor in SeptemberWe have thoroughly checked our phone records dating back to August for the two phone numbers the customer providedWe show no calls to Bellacor prior to 11/1/which was her call regarding return shipping.Our representatives are ALA certified, but we are limited by the information the customer providesThis fixture is 33" high, which is clearly listed on our siteThis means it would require at least a 10' ceilingYesterday she stated she returned it because it hung 3' from the floor when installedIf the fixture had been hung correctly this would be physically impossible even on a standard 8' ceilingThere is 10' of chain sent with the fixture, but you are only required to use one 1" link when hanging making the overall height 34"She didn't contact us prior to requesting an online return request dated 10/26/Our return form asks the customer to answer the following: "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? [redacted] Products and packaging not in original condition will not be accepted for return." She responded "yes" (see attached).The item was inspected when it arrived to our warehouse and We found it had been installed and the wiring cut, which directly violates our return policyI attached photos showing the item as it was returned, in a box without proper packaging, and a ziploc of parts which includes the cut wire.We sent the customer an email advising we can't refund her account because the fixture doesn't comply with our return policy, which is clearly listed on our site and on our return requestIf the customer wants to accept the item back, she will be responsible for the return shippingIf she chooses not to accept the fixture, it will be discarded

Again, per the photos sent, the item was not placed in the protective plastic before returningThis caused damage to the finish of the fixture rendering the item nsaleableWhile it is correct there are other customers reporting similar issues, it is typically due to customer negligenceItems returned used, installed, damaged, etcwill 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 carrierIn this instance, there was no damage to the outer packaging which would indicate shipping damageThe scratches were isolated to the area on the fixture where the two pieces rubbed together because the customer didn't package the item correctlyRefund will not be issued by BellacorThe customer has filed a credit card dispute

Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ After fully reviewing our product listing, the word "heavy" does not appear anywhere in the product title, or detailI 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 linenBut the curtain itself is not heavyIf you review the several photos listed on our site, you will see in this photo, that the fabric is still somewhat sheerhttp://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 or moreThis is listed in several places on our websiteHowever, the return request was to return curtains, not the full If the customer were to return 10, then yes, restock fees of 25% would apply per our policyIn this instance restock fees do not apply since only are being returnedCurrently the return will be processed for the cost of curtains minus return postage, for a total of $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 / [redacted] (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 instead of is because of the outrageous 25% restocking feeThat is over $for items I would not be using and am not pleased with as far as qualityI am going to put the other 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 and not have to be penalized for YOUR inaccurate representationLook - I could have gone to Bed Bath and Beyond and spent less money on similar quality drapesThis is just ridiculous I did contact Bellacor to try to resolve the issue and they insisted that the 25% restocking fee would not be waivedThis was even before I realized the curtains were not the advertised colorI 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 / [redacted] (4000, 9, 2016/01/26) */ We make every effort to ensure our policy is absolutely clear to customers before orderingEach item on our site has a "Cancel & Return Policy" link to the right of the item photo, above the Add To Cart ButtonWhile many items on site are returnable with no restrictions, this is not the case for all itemsWe place the button in an easy to see, easy to access location so all customers can be aware of our return policiesThe representative assisting the customer in the attached document was correct that a restock fee would apply if all were returned Bullet #in the Some exclusions may apply section reads: Orders for or more of the same item are subject to a 25% restocking chargeFor 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 siteWe have confirmed the product was not misrepresentedIt only states the following: Half Price Drapes White x 50-Inch Grommet Curtain Single Panel Rich in texture these Faux Linen Solid Curtains are gracefully craftedWoven from sturdy polyester for the perfect weave and fall Sold per panel Finished With Nickel Finish Grommets (- Inch Opening) Unlined Care Instruction: Dry Clean Bellacor's website reviews are moderated by a third partyBellacor has no control over what reviews get posted to our siteThe moderators will not post any review containing information, inappropriate language, or any review containing non-product related commentsOnly reviews strictly pertaining to the item will be posted, whether they are negative or notAny 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 $will result in a 25% restock feeWhile a business has the responsibility of upholding their policies and practices, the consumer has a responsibility to be aware of such policies before purchasingOur Customer Care department is available to answer questions prior to purchase by phone, email and chat if policies are not clear

This was resolved through refund process

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ The customer emailed to facilitate a return on 10/13, we issued a return authorization and return labelPer tracking of the labe, the item was received in the warehouse on 10/ Before a refund can be issued, the return needs to be fully inspected to make sure it meets return guidelinesThis can take up to business daysIn this instance, we needed to reach out to the vendor to confirm the return was received and processedOnce they confirmed the return, we were able to issue refund Unfortunately the return processing time frame did go beyond the business daysWhen the customer called on 11/to notify us a refund had not been issued, we immediately refunded the customer's original method of payment and sent a receipt of the transactionThis information was sent at 2PM on 11/ Refunds, once issued, can take up to business days to appear on the original method of payment Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The chain of events did not play out exactly like they describe aboveI had to call three times and go to Social Media to get them to actI have now received my credit

For order [redacted] the customer was fully refundedThere was an error, but it was corrected same day as shown below in the chartFor order [redacted] Total Charge: $404.40$for trade discount issued 10/12/Returned: x@ $= $x@ $= $Less $Return Shipping = Refund amount $issued on 11/12/x@ $= $(no SH) issued on 11/15/16Combined refunds totaling $235.40Customer kept itemsx@ $x@ $x@ $36.80The customer has been fully refunded, as discussed during the calls, for all products returnedIf he feels this is incorrect he should provide specific order numbers, item numbers and dollar amounts so we can research furtherTRANSACTION TIME TRANSACTION TYPE CARD TYPE ACCOUNT NUMBER EXPIRATION DATE CURRENCY AMOUNT COMMENTCOMMENTOct 11, 3:25:AM Capture Visa 06/USD [redacted] jaya [redacted] @aol.com [redacted] Oct 11, 10:58:AM Capture Visa 06/USD [redacted] [email protected] [redacted] Oct 11, 11:19:AM Credit Visa 06/USD [redacted] [email protected] [redacted] Nov 15, 3:27:PM Credit Visa 06/USD [redacted] jaya [redacted] @aol.com [redacted] Nov 18, 9:16:AM Sale Visa 06/USD [redacted] jaya [redacted] @aol.com [redacted] Nov 18, 2:45:PM Credit Visa 06/USD [redacted] jaya [redacted] @aol.com [redacted]

I am rejecting this response because:The item was shipped back with the Shipping company which they requested The item was not used but was repackaged to send back There is a common theme in Bellacor's Yelp reviews which holds true in this case Bellacor has items damaged in the shipping process and then offers little to no customer supportWe would prefer a full refund but would be willing to take a credit

Our warehouse tries to process orders as quickly as possible once receivedOnce an order has been "picked", or taken from it's shelved location, it is sent to the shipping departmentOnce this occurs cancellation can no longer take placeThe customer misunderstood what was told to her during the callMarissa did submit the cancel request as shown in the 1st pictureAs you can see in the second picture, based on timing the order had already processed for shippingShe 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 guaranteePer 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 placedOrders may be cancelled prior to processing or shipment; some exceptions applyPrior to placing an order refer to the product detail page for the item specific cancellation policyAfter placing an order refer to confirmation or shipping update e-mailsTo request an order be cancelled contact Customer CareCancellations are not executed until Bellacor confirms an order has not been processed or shippedProvided Bellacor confirms an order has been cancelled credit will be issued to the original form of paymentCustom and built-to-order items are not eligible for cancellationThe item specific return policy applies to any cancellation request that cannot be executed

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 returnThis takes business days from date of deliveryWe were notified of the return, and issued a refund on 9/less shippingWhen an item has shipped the customer is responsible for all shipping charges if a return is requestedShe called to demand a refund and we agreed to refund the shipping of $as a courtesy due to other issues with her ordersTypically 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 / [redacted] (1000, 8, 2015/07/27) */ The customer placed her order [redacted] online for item [redacted] , which had an expected ship date of 7/24/At the time of order the item was priced at $379.00, which was an errorThe item price is $ Per our Terms and Conditions on our site: Modification of Content Bellacor attempts to ensure that the content on Bellacor.com is complete and currentAs indicated in the Disclaimers set forth below, Bellacor does not guarantee that the information contained on this website will not contain errors, inaccuracies or omissionsSuch errors, inaccuracies or omissions may relate to price or to product description or availabilityBellacor 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/ -------------------------------------------------- When Melissa [redacted] on 6/27/2015, her order was still in processwe 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 productAfter searching available items we found we did not have anything comparable in a similar price pointWe offered to significantly discount the bed if she wished to purchase at the correct price, but would not be able to meet the previous $price pointThis offer was denied Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was offered that bed for $after my order was cancelledThat is NOT a significant discount for a $bedThat's a $discount and nowhere close to what it was priced atHow do they plan on fixing this situation? This response is not acceptable! Final Business Response / [redacted] (4000, 16, 2015/08/12) */ We acknowledge that the pricing was incorrect due to a miscommunication from the manufacturerWe attempted to work with the manufacturer to honor the price, but they declinedThe manufacturer cancelled the purchase order, and would not ship under the lower costBellacor 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 omissionThe credit card was credited in full 7/6/ We attempted to find alternative products, but have nothing similar on site at a low costWe did offer discounts on the item in question, as well as to discount a different item, both offers were declinedwe aren't able to ship the item in question to the customer at that costThere are no further actions we can take on this matter

Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ We received your complaint with the Revdex.comI'm sorry you've had difficulty reaching our Customer Care departmentIt is true we have had setbacks lately due to an office moveWe lost several staff members, along with a few other technical difficultiesWe 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 caseYour return request was processed 5/11/15, your item was received on 5/14/We ask that you allow days for returns to be credited after they are receivedYou have been refunded for your return of the incorrectly ordered curtain as of 5/23/15, less return shipping per our return policyBellacor does provide return shipping labels for returns, however the customer is responsible for the return shipping cost Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) They only gave partial refundI was suppose to get the entire refundI 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 requestsThis letter was submitted by [redacted] ext [redacted] on April 30th, Her response states "I apologize for the non communication you have experienced with usI am a supervisor in the department and I want to give you some insight to the delayWe are undergoing a move and are short staffedWe are working very hard to get to everyone who requires our helpI would love to extend my services to you directly to resolve your issueThere 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 feeThis is not what they agreed to therefor I do not accept their response Final Business Response / [redacted] (4000, 9, 2015/05/28) */ The customer made several purchases in April, and several returnsThe 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 reportThis return is in process The customer ordered the wrong itemOur 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 and refunded The cost to return was As a one time courtesy we will waive the return shipping feeAllow business days for the refund to be issued

This was our errorThe product images on site show both red and creme glassThe 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 RedEach 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-business daysThis 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

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.

The customer submitted an online return request onlinePart of our return request process asks 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?"The customer responded yes to this question knowing the item had been installedWe 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 installedThe packaging was also destroyed, and the item had scratches all over, likely due to the poor repackingI have attached photosWe 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 postageThe customer paid and we shipped the item backUnfortunately the glass became broken in shipping so UPS returned the item to the warehouseWe shipped new glass to the customer at our expense, and reshipped the product a second time, again at our expenseUPS 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 expenseIf the item is refused again, we will not reship The customer will not be refunded for the item