Our representatives have tried to reach out to the customer several times today via telephone and emailWe ask that the customer please call us back at her earliest convenience to assist in resolving this issueWe can be reached at ###-###-#### and one of our Customer Service Representatives will assist the customerWe will be here until 5pm CSTThank you in advance for your cooperation
After speaking with the customer, an exception was made yesterday, 1/to refund this customer the full amount for their item although it was received damagedA credit was placed back to the credit card used and the transaction details were email emailed directly to the customer for her recordsAlthough this credit was sent yesterday, it may take to business days for the credit to post depending on your bank's practices
Complaint: [redacted] I am rejecting this response because I received an email that I would receive a refund only if I removed this complaint - not beforeSo, this complaint is not resolved as far as I am concerned.Today I was told they would refund me I am waiting to see if this happens and if there is a resolution to this Regards, [redacted]
Complaint: ***
I am rejecting this response because the item was returned in the condition I received it. I have contacted both Discover and will file a report with the US post office as well. They are asking me to lie to the post office which is a federal offense
This customer called in to submit a return and received our voice mail as we were assisting with other customers. We received a voice mail message and an email requesting a Return Authorization. Within the same day, the customer's phone call was returned where the customer explained that there was...
discoloration in the print received. After reviewing the original image file received from the artist, it was discovered that the color the customer has seen is actually correct. A Return Authorization was emailed to the customer as she was still not satisfied with the color of the print. It was explained in both the emailed return instructions and verbally that we strongly urge our customers to purchase insurance for the parcel, as we can only offer refunds for merchandise returned in excellent condition. If the item(s) are in less than excellent condition, we will not be able to extend you a full refund. The insurance will help cover any damaged done by USPS while in transit, if needed.Once the returned product was received at our facility, it was clear that the item was extremely damaged. The shipping tube it was shipped in had experienced some damage on the ends of the tube and the print inside (which was not wrapped in our protective paper) was creased throughout the middle and the ends of each long side. Since our policy states that if items are not received in excellent condition, we extended a 50% discount to the customer which has already been processed. Since the customer did purchase insurance on the package, we informed the customer that she may contact USPS about the damaged shipment and she can potentially be refunded in full by USPS should they accept the claim. We offered to assist the customer in this process and supply photos of the damaged item returned to help her case. We have assisted this customer within our stated policy and offered to assist further with USPS in her filing a claim and are still happy to do so as the damage received was very clearly a damage that encountered while in transit. We have attached a copy of the email RA confirmation sent to the customer as well as a few photos of the product received. The last photo is a comparison of our shipping tubes used and the tube this return was delivered in. Please let us know if you need anything else. Thank you.
Complaint: [redacted]
I am rejecting this response because I received an email that I would receive a refund only if I removed this complaint - not before. So, this complaint is not resolved as far as I am concerned.Today I was told they would refund me. I am waiting to see if this happens and if there is a resolution to this.
Regards,
[redacted]
Our representatives have tried to reach out to the customer several times today via telephone and email. We ask that the customer please call us back at her earliest convenience to assist in resolving this issue. We can be reached at ###-###-#### and one of our Customer Service Representatives will assist the customer. We will be here until 5pm CST. Thank you in advance for your cooperation.
Complaint: [redacted]
I am rejecting this response because:Date Sent: 1/28/2015 2:01:33 PMComplaint: [redacted]I am rejecting this response because I received an email that I would receive a refund only if I removed this complaint - not before. So, this complaint is not resolved as far as I am concerned.Today I was told they would refund me. I am waiting to see if this happens and if there is a resolution to this. Regards,[redacted]
After speaking with the customer, an exception was made yesterday, 1/28 to refund this customer the full amount for their item although it was received damaged. A credit was placed back to the credit card used and the transaction details were email emailed directly to the customer for her records. Although this credit was sent yesterday, it may take 3 to 5 business days for the credit to post depending on your bank's practices.
Our representatives have tried to reach out to the customer several times today via telephone and emailWe ask that the customer please call us back at her earliest convenience to assist in resolving this issueWe can be reached at ###-###-#### and one of our Customer Service Representatives will assist the customerWe will be here until 5pm CSTThank you in advance for your cooperation
After speaking with the customer, an exception was made yesterday, 1/to refund this customer the full amount for their item although it was received damagedA credit was placed back to the credit card used and the transaction details were email emailed directly to the customer for her recordsAlthough this credit was sent yesterday, it may take to business days for the credit to post depending on your bank's practices
Complaint: [redacted] I am rejecting this response because I received an email that I would receive a refund only if I removed this complaint - not beforeSo, this complaint is not resolved as far as I am concerned.Today I was told they would refund me I am waiting to see if this happens and if there is a resolution to this Regards, [redacted]
Complaint: ***
I am rejecting this response because the item was returned in the condition I received it. I have contacted both Discover and will file a report with the US post office as well. They are asking me to lie to the post office which is a federal offense
This customer called in to submit a return and received our voice mail as we were assisting with other customers. We received a voice mail message and an email requesting a Return Authorization. Within the same day, the customer's phone call was returned where the customer explained that there was...
discoloration in the print received. After reviewing the original image file received from the artist, it was discovered that the color the customer has seen is actually correct. A Return Authorization was emailed to the customer as she was still not satisfied with the color of the print. It was explained in both the emailed return instructions and verbally that we strongly urge our customers to purchase insurance for the parcel, as we can only offer refunds for merchandise returned in excellent condition. If the item(s) are in less than excellent condition, we will not be able to extend you a full refund. The insurance will help cover any damaged done by USPS while in transit, if needed.Once the returned product was received at our facility, it was clear that the item was extremely damaged. The shipping tube it was shipped in had experienced some damage on the ends of the tube and the print inside (which was not wrapped in our protective paper) was creased throughout the middle and the ends of each long side. Since our policy states that if items are not received in excellent condition, we extended a 50% discount to the customer which has already been processed. Since the customer did purchase insurance on the package, we informed the customer that she may contact USPS about the damaged shipment and she can potentially be refunded in full by USPS should they accept the claim. We offered to assist the customer in this process and supply photos of the damaged item returned to help her case. We have assisted this customer within our stated policy and offered to assist further with USPS in her filing a claim and are still happy to do so as the damage received was very clearly a damage that encountered while in transit. We have attached a copy of the email RA confirmation sent to the customer as well as a few photos of the product received. The last photo is a comparison of our shipping tubes used and the tube this return was delivered in. Please let us know if you need anything else. Thank you.
Complaint: [redacted]
I am rejecting this response because I received an email that I would receive a refund only if I removed this complaint - not before. So, this complaint is not resolved as far as I am concerned.Today I was told they would refund me. I am waiting to see if this happens and if there is a resolution to this.
Regards,
[redacted]
Our representatives have tried to reach out to the customer several times today via telephone and email. We ask that the customer please call us back at her earliest convenience to assist in resolving this issue. We can be reached at ###-###-#### and one of our Customer Service Representatives will assist the customer. We will be here until 5pm CST. Thank you in advance for your cooperation.
Complaint: [redacted]
I am rejecting this response because:Date Sent: 1/28/2015 2:01:33 PMComplaint: [redacted]I am rejecting this response because I received an email that I would receive a refund only if I removed this complaint - not before. So, this complaint is not resolved as far as I am concerned.Today I was told they would refund me. I am waiting to see if this happens and if there is a resolution to this. Regards,[redacted]
After speaking with the customer, an exception was made yesterday, 1/28 to refund this customer the full amount for their item although it was received damaged. A credit was placed back to the credit card used and the transaction details were email emailed directly to the customer for her records. Although this credit was sent yesterday, it may take 3 to 5 business days for the credit to post depending on your bank's practices.