Hello [redacted] , Thank you for your replyUnfortunately, as stated by our Customer Service Supervisor Dee, in his email on January 5th as well as in our first correspondence with the Revdex.com we’re unable to cover the shipping cost from London to our Montreal warehouse as the watch was returned upon your discretionPlease understand that our warranty for the watch is with our supplier and not [redacted] directlyAs mentioned, in this case, the warranty card you received did not require to be signed Our vendor was more than happy to assist you in having the watch repaired and therefore these shipping costs would not have been incurred when we tried to resolve this for you in DecemberRest assured, we will be issuing you a refund in full for the amount of your purchase for the watch in the amount of 2, 690.98$This includes the initial shipping that you paid towards the orderA member of our returns team will be in contact with you with your refund details as soon as your watch has been received and processedIf you happen to have any further questions or concerns, please do not hesitate to contact our customer service team toll free at ###-###-#### Thank you for your undersanding
Hello,This item had an unexpected delayedWe usually ship within to weeks + the delivery timeIn this case the customer order was placed on Feb 15thWe have received the item on March 29thWe have advised the customer of the extra delay and even provided her with a $compensation credit for the delay.As we were already late to ship the item, we have shipped the item express at no extra cost for the client from Canada to US and the customer received the item on April 5th
Hello,I have shipped the watchedThe tracking number is the following, through Fed Ex:# [redacted] The watch should arrive tomorrow, assuming it doesn't get caught up in CustomsTherefore, I expect the money to be in my account by the end of JanuaryFurther, because I had to ship the watch from London, it has cost be 150GBPI want this reimbursed, as I would not have had to mail this out had the watch not stopped workingFurther, I would not have had to mail this out if they had given me a [redacted] warranty, as I would've been able to get this fixed in LondonLastly, I would have been able to mail this in the states, has they answered me A MONTH ago when I had initially started this complaint process through BTR's websiteIf they had resolved this without Revdex.com, I would have been able to mail this in Chicago at the start of DecemberI am happy to send along the Fed Ex receipt so I can be reimbursed, but I want to be paid the full amount of the watch PLUS the shipping cost by the end of JanuaryThank you, [redacted] ***
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.They have promised to refund my money within 5-days, but if they don't keep their promise, I will submit another complaint.Your help is highly appreciated
Regards,
*** ***
Hi, I have looked into the file of Mrs *** *** and we have no request from Mrs *** *** requesting a return label if none were included in here packageWe did contact her to ask if she would like a replacement for an item that she ordered, but we have not shipped it out as she refused
the replacement and we issued her a refund for the itemsThe only communication that we have from Mrs *** ***, is a complain about a tracking number not activated and she was requesting for the cancellation of the itemsBut as the tracking was already issued, and shipped, we were unable to cancel the items.All her items were delivered within the time frameWe even have refunded her for of the items even if we shipped her as an apologize for the other item not avaialblethank youIf you require further information, feel free to contact me backHave a good day
We are very sorry for any inconvenience causedPlease know we want our members to have the best shopping experience possibleWe will need you to provide us with your order # or email associated with your BTR account so we can look into this for youThanks!
Hello ***, Thank you for contacting BTRWe apologize for the delay in shipping your orderPlease rest assured that your order was cancelled and refunded on February 23rd in the amount of 59.99$ to your card ending in ***Your confirmation # for the refund is ***
Please note that the refund may take 3-business days to reflect on your bank statementsIf you have any further questions or concerns, please do not hesitate to contact our customer service team toll free at ###-###-#### Thank you
Hi ***,Thank you for contacting us through the Revdex.com. I apologize for the inconveniences you have experienced with your orderI am sorry that your order did not ship out immediately, however we do not keep inventory in our warehouseWhen an order is placed with us, we will place the order with
our vendor, and we require sometimes 2-weeks to receive the merchandise from our vendor before we can process and ship outYou can find this information on each item page, as well as our FAQs. You claim for your missing parcel was concluded with the courier within the 10-business day timeframe that was provided to you, and we have set your package to be refunded back in full to your original method of paymentThe shipping fee of that was charged to your card has been refunded back to this method, and depending on the issuing bank, will reflect back in 5-business daysUnfortunately, the in credits that were applied to this order were promotional credits that we had issued to you, and therefore cannot be reversed back to the credit cardThese credits will be issued back to your Beyond The Rack account to apply towards your next order. We apologize for this negative experience that you have had with us, and am happy to provide compensation; however we can only provide this in the form of store creditsI have applied a 10$ credit to your account, which will not expire, and will apply towards your next order, should you choose to purchase with us again.If you have any future concerns, please do not hesitate to contact our customer service department at ###-###-####, or ***, and we are more than happy to help.Thank you
Hi ***,we are very sorry to hear your item is taking so long to get to youWe do apologize as this is not the service we like to provedI do see that you have spoken to one of our reps and as per the notes you are willing to wait for your item? Can you please confirm before we have your order
cancelledThanks!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hi I filed a complaint with the Revdex.com last month against Beyond the Rack. The complaint # is ***. They assured me that I would have received my item by nowI looked for a place on the Revdex.com site to submit this message but I did not see it anywhere. I would like my full refund as soon as possible $129.99. Thanks. I tried to contact them but no one answers the phone
Regards,
*** ***
Hi ***, We are very sorry for the delay you have experiencedPlease know your order is in the hands of our courier and you should see movement in the next few business daysAs an act of good faith we have processed this order for a full refundA confirmation email will be sentAgain we cannot
apologize enough for this and thank you for your continued patience
Hi ***,
Thank you for contacting BTRWe’re
sorry that
you were not aware of our shipping policyHowever, it is stated on our website
under the FAQ’s and checkout page that it takes 2-weeks for us to receive the
merchandise in our warehouseTherefore, orders may take up to one month to be
delivered
We charge your card when your order is processed as these
orders are placed directly with our suppliersThis is one of the ways in which
we are able to offer you such discounted pricesWe only authorize our
suppliers to send us their merchandise once the event closes, at which point we
know exactly what to order for our membership as a whole
As a private shopping club, we are actually ordering select
merchandise on your behalfWorking this way helps us secure great prices and
selection for our members on an on-going basis, which is what BTR is all about
Upon receipt of your order, our suppliers ship the
purchased items to our warehouse for inspection and inventory confirmation of
the merchandiseOnce this process is completed, we prepare to ship to our
customers
Please note that your remaining item:
Jacob-
High Heel Boots in Black did ship out within our shipping timeframe
Your
item was shipped out from our Las Vegas warehouse on October 2nd,
your tracking # with Canada Post is *** You will see this reflecting
on your track order page
Note
that BTR has three warehouses in which we ship orders from; one in Montreal,
Las Vegas and Plattsburgh NY
To avoid duty charges for our customers, we combine
hundreds of Canadian parcels and ship them all togetherOur Las
Vegas warehouse allows us to ship merchandise coming from West Coast suppliers
much faster than normal.Once the parcels cross the border, the tracking number
will activate from Mississauga. Depending on customs clearance delays,
this can take anywhere between to business days from the date shipped
Unfortunately, as your item
had already been shipped by the time you contacted us, we were unable to cancel
the order or have it reroutedWe see that you have been in contact with our
customer service team yesterday, October 6th and spoke with our Customer Service
Manager, April who advised you to return the item once received and a refund
will be issued in full for the cost of the item and you will not be charged for
your return(Please be sure to use our enclosed prepaid return label)
If you require any further
assistance please do not hesitate to contact our Customer Service Centre at ###-###-####, or speak with one of our agents via Live Chat (available 9AM to 9PM - located both at Check Out and the
Help Section)Our hours of operation are weekdays from 9AM to 6PM ET and
weekends from 10AM-2PM ET
Thank you
Hello ***,Thank you for contacting BTR. We apologize if you're not seeing the full refundRest assured, you have been refunded in full in the amount of 2,on January 01-21-Your confirmation # for the refund is ***. If however you're not seeing the full refund, we would suggest contacting your bank and provide them with this refund confirmation # as they should be able to locate this in their system as the refund successfully went through on our side.If you have any further questions or concerns, please do not hesitate to contact customer service toll free at ###-###-####.Thank you
Hello ***,Thank you for contacting BTRWe sincerely apologize that your chairs were received in a damaged condition.Rest assured a refund will be issued in full to your original method of payment in the amount of 481.34$Please kindly allow 5-business days for your refund to appear on your bank
statements.If you have any further questions or concerns, please do not hesitate to contact our customer service team toll free at ###-###-####Thank you
Hi *** , we are very sorry for this delayWe see here that one of your items was delivered on 4/18/and we have issued a refund for the other item in the amount of $plus taxPlease let us know if there is anything else we can help withThank you!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Hello ***, Thank you for contacting BTRWe’re very sorry to hear your boots ***-Knee-High Shimmer Studded High Heel Boots in Black and *** Bessy-High Heel Boots in Black Faux Suede were damaged upon arrivalPlease rest assured that you have been refunded back to
your original method of payment for both pairs of bootsYou have been refunded in full for your *** Knee-High Shimmer Studded High Heel Boots in Black in the amount of 64.99$ to your PayPal account today, January 12th Your refund confirmation # is ***You have been refunded in full for the *** Bessy-High Heel Boots in Black Faux Suede, in the amount of 14.99$11.39$ was refunded to your PayPal account on January 6th Your refund confirmation # is ***The remainder of your refund 3.60$ was applied back to your BTR account as per your original method of paymentPlease note that we’re unable to cover any costs for repairs as we are unable to refund your card more than what you paidShould you wish to have the zippers repaired, these costs will be upon your discretion as both boots have been refunded in fullIf you happen to have any further questions or concerns, please do not hesitate to contact our customer service team toll free at ###-###-#### Thank you for your understanding
Hello ***, Please be advise that as we notified the customer, Canada Inc(formerly known as Beyond the Rack) filed for protection with the court last March 24thand was purchased by the new owners (us) on May 24thThe company is now known as Canada Inc We are
unable to apply BTR credits for orders placed or returns processed priors to March 24th and cannot process refunds for orders placed before May 24th I have attached a copy of the Credit Memo issued to the customer in As the customer's credit is from before our acquisition, this is the reason why they were removed from her BTR account at the time ownership changeOur purchase of BTR was only including the assets, all debts remained theirs and were settled in the bankruptcy, this debt includes any due amount to customers (credits, pending orders…ect…)As previously explained, the credits that the customer was inquiring about were filed in the bankruptcy under the previous ownershipIf we had acquired BTR with all their previous debts, BTR would still be in a critical financial situationIf you have any other question, feel free to contact *** who was handling the restructuration*** Thank you for your understanding
Hello ***,Thank you for contacting BTR.We apologize that you were short shipped on your panelsWe have reached out to our vendor on Friday, February 26th to see if they can ship the missing panels to youWe're waiting to hear back from our vendor and rest assured we have not forgotten about
you.We do hope to have this situation resolved for you within the next few business days.Thank you for your patience,
Hello ***,Thank you for contacting BTRUnfortunately, we were not provided any of your order details with your complaintIf possible, can you please provide us with your account email address or order # for your purchase.We are however very sorry to hear that your purchase was
less than expected, at BTR we never want our member’s to have this sort of experienceWe’re also sorry that you were not aware of our shipping policyIt is stated on our website under the FAQ’s and checkout page that it takes 2-weeks for us to receive the merchandise in our warehouse and could take up to an additional week for the package to arrive at your doorstepTherefore orders can take up to month to be delivered.We charge your card when your order is processed as these orders are placed directly with our suppliersThis is one of the ways in which we are able to offer you such discounted pricesWe only authorize our suppliers to send us their merchandise once the event closes, at which point we know exactly what to order for our membership as a whole.As a private shopping club, we are actually ordering select merchandise on your behalfWorking this way helps us secure great prices and selection for our members on an on-going basis, which is what BTR is all about.Upon receipt of your order, our suppliers ship the purchased items to our warehouse for inspection and inventory confirmation of the merchandiseOnce this process is completed, we prepare to ship to our customers.We’re terribly sorry to hear about the condition in which your bedding was receivedPlease know that all merchandise is brand new and therefore we sincerely apologize and if the bedding arrived dirty and damagedThis is not good and will be sure to have these inspected by our quality assurance team upon the items return.If you can kindly get back to us with your account details, we will be happy to note your account for a full refund to your original method of payment and your return shipping will be on us Please note that if an item is received in a damaged or defective condition, BTR will cover the cost for the return by using our return prepaid label that was included in your parcelIf you require a prepaid return label, please let us know and we will be happy to have one emailed to you.Thank you and we look forward to your reply
Hello [redacted] , Thank you for your replyUnfortunately, as stated by our Customer Service Supervisor Dee, in his email on January 5th as well as in our first correspondence with the Revdex.com we’re unable to cover the shipping cost from London to our Montreal warehouse as the watch was returned upon your discretionPlease understand that our warranty for the watch is with our supplier and not [redacted] directlyAs mentioned, in this case, the warranty card you received did not require to be signed Our vendor was more than happy to assist you in having the watch repaired and therefore these shipping costs would not have been incurred when we tried to resolve this for you in DecemberRest assured, we will be issuing you a refund in full for the amount of your purchase for the watch in the amount of 2, 690.98$This includes the initial shipping that you paid towards the orderA member of our returns team will be in contact with you with your refund details as soon as your watch has been received and processedIf you happen to have any further questions or concerns, please do not hesitate to contact our customer service team toll free at ###-###-#### Thank you for your undersanding
Hello,This item had an unexpected delayedWe usually ship within to weeks + the delivery timeIn this case the customer order was placed on Feb 15thWe have received the item on March 29thWe have advised the customer of the extra delay and even provided her with a $compensation credit for the delay.As we were already late to ship the item, we have shipped the item express at no extra cost for the client from Canada to US and the customer received the item on April 5th
Hello,I have shipped the watchedThe tracking number is the following, through Fed Ex:# [redacted] The watch should arrive tomorrow, assuming it doesn't get caught up in CustomsTherefore, I expect the money to be in my account by the end of JanuaryFurther, because I had to ship the watch from London, it has cost be 150GBPI want this reimbursed, as I would not have had to mail this out had the watch not stopped workingFurther, I would not have had to mail this out if they had given me a [redacted] warranty, as I would've been able to get this fixed in LondonLastly, I would have been able to mail this in the states, has they answered me A MONTH ago when I had initially started this complaint process through BTR's websiteIf they had resolved this without Revdex.com, I would have been able to mail this in Chicago at the start of DecemberI am happy to send along the Fed Ex receipt so I can be reimbursed, but I want to be paid the full amount of the watch PLUS the shipping cost by the end of JanuaryThank you, [redacted] ***
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.They have promised to refund my money within 5-days, but if they don't keep their promise, I will submit another complaint.Your help is highly appreciated
Regards,
*** ***
Hi, I have looked into the file of Mrs *** *** and we have no request from Mrs *** *** requesting a return label if none were included in here packageWe did contact her to ask if she would like a replacement for an item that she ordered, but we have not shipped it out as she refused
the replacement and we issued her a refund for the itemsThe only communication that we have from Mrs *** ***, is a complain about a tracking number not activated and she was requesting for the cancellation of the itemsBut as the tracking was already issued, and shipped, we were unable to cancel the items.All her items were delivered within the time frameWe even have refunded her for of the items even if we shipped her as an apologize for the other item not avaialblethank youIf you require further information, feel free to contact me backHave a good day
We are very sorry for any inconvenience causedPlease know we want our members to have the best shopping experience possibleWe will need you to provide us with your order # or email associated with your BTR account so we can look into this for youThanks!
Hello ***, Thank you for contacting BTRWe apologize for the delay in shipping your orderPlease rest assured that your order was cancelled and refunded on February 23rd in the amount of 59.99$ to your card ending in ***Your confirmation # for the refund is ***
Please note that the refund may take 3-business days to reflect on your bank statementsIf you have any further questions or concerns, please do not hesitate to contact our customer service team toll free at ###-###-#### Thank you
Hi ***,Thank you for contacting us through the Revdex.com. I apologize for the inconveniences you have experienced with your orderI am sorry that your order did not ship out immediately, however we do not keep inventory in our warehouseWhen an order is placed with us, we will place the order with
our vendor, and we require sometimes 2-weeks to receive the merchandise from our vendor before we can process and ship outYou can find this information on each item page, as well as our FAQs. You claim for your missing parcel was concluded with the courier within the 10-business day timeframe that was provided to you, and we have set your package to be refunded back in full to your original method of paymentThe shipping fee of that was charged to your card has been refunded back to this method, and depending on the issuing bank, will reflect back in 5-business daysUnfortunately, the in credits that were applied to this order were promotional credits that we had issued to you, and therefore cannot be reversed back to the credit cardThese credits will be issued back to your Beyond The Rack account to apply towards your next order. We apologize for this negative experience that you have had with us, and am happy to provide compensation; however we can only provide this in the form of store creditsI have applied a 10$ credit to your account, which will not expire, and will apply towards your next order, should you choose to purchase with us again.If you have any future concerns, please do not hesitate to contact our customer service department at ###-###-####, or ***, and we are more than happy to help.Thank you
Hi ***,we are very sorry to hear your item is taking so long to get to youWe do apologize as this is not the service we like to provedI do see that you have spoken to one of our reps and as per the notes you are willing to wait for your item? Can you please confirm before we have your order
cancelledThanks!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hi I filed a complaint with the Revdex.com last month against Beyond the Rack. The complaint # is ***. They assured me that I would have received my item by nowI looked for a place on the Revdex.com site to submit this message but I did not see it anywhere. I would like my full refund as soon as possible $129.99. Thanks. I tried to contact them but no one answers the phone
Regards,
*** ***
Hi ***, We are very sorry for the delay you have experiencedPlease know your order is in the hands of our courier and you should see movement in the next few business daysAs an act of good faith we have processed this order for a full refundA confirmation email will be sentAgain we cannot
apologize enough for this and thank you for your continued patience
Hi ***,
Thank you for contacting BTRWe’re
sorry that
you were not aware of our shipping policyHowever, it is stated on our website
under the FAQ’s and checkout page that it takes 2-weeks for us to receive the
merchandise in our warehouseTherefore, orders may take up to one month to be
delivered
We charge your card when your order is processed as these
orders are placed directly with our suppliersThis is one of the ways in which
we are able to offer you such discounted pricesWe only authorize our
suppliers to send us their merchandise once the event closes, at which point we
know exactly what to order for our membership as a whole
As a private shopping club, we are actually ordering select
merchandise on your behalfWorking this way helps us secure great prices and
selection for our members on an on-going basis, which is what BTR is all about
Upon receipt of your order, our suppliers ship the
purchased items to our warehouse for inspection and inventory confirmation of
the merchandiseOnce this process is completed, we prepare to ship to our
customers
Please note that your remaining item:
Jacob-
High Heel Boots in Black did ship out within our shipping timeframe
Your
item was shipped out from our Las Vegas warehouse on October 2nd,
your tracking # with Canada Post is *** You will see this reflecting
on your track order page
Note
that BTR has three warehouses in which we ship orders from; one in Montreal,
Las Vegas and Plattsburgh NY
To avoid duty charges for our customers, we combine
hundreds of Canadian parcels and ship them all togetherOur Las
Vegas warehouse allows us to ship merchandise coming from West Coast suppliers
much faster than normal.Once the parcels cross the border, the tracking number
will activate from Mississauga. Depending on customs clearance delays,
this can take anywhere between to business days from the date shipped
Unfortunately, as your item
had already been shipped by the time you contacted us, we were unable to cancel
the order or have it reroutedWe see that you have been in contact with our
customer service team yesterday, October 6th and spoke with our Customer Service
Manager, April who advised you to return the item once received and a refund
will be issued in full for the cost of the item and you will not be charged for
your return(Please be sure to use our enclosed prepaid return label)
If you require any further
assistance please do not hesitate to contact our Customer Service Centre at ###-###-####, or speak with one of our agents via Live Chat (available 9AM to 9PM - located both at Check Out and the
Help Section)Our hours of operation are weekdays from 9AM to 6PM ET and
weekends from 10AM-2PM ET
Thank you
Hello ***,Thank you for contacting BTR. We apologize if you're not seeing the full refundRest assured, you have been refunded in full in the amount of 2,on January 01-21-Your confirmation # for the refund is ***. If however you're not seeing the full refund, we would suggest contacting your bank and provide them with this refund confirmation # as they should be able to locate this in their system as the refund successfully went through on our side.If you have any further questions or concerns, please do not hesitate to contact customer service toll free at ###-###-####.Thank you
Hello ***,Thank you for contacting BTRWe sincerely apologize that your chairs were received in a damaged condition.Rest assured a refund will be issued in full to your original method of payment in the amount of 481.34$Please kindly allow 5-business days for your refund to appear on your bank
statements.If you have any further questions or concerns, please do not hesitate to contact our customer service team toll free at ###-###-####Thank you
Hi *** , we are very sorry for this delayWe see here that one of your items was delivered on 4/18/and we have issued a refund for the other item in the amount of $plus taxPlease let us know if there is anything else we can help withThank you!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Hello ***, Thank you for contacting BTRWe’re very sorry to hear your boots ***-Knee-High Shimmer Studded High Heel Boots in Black and *** Bessy-High Heel Boots in Black Faux Suede were damaged upon arrivalPlease rest assured that you have been refunded back to
your original method of payment for both pairs of bootsYou have been refunded in full for your *** Knee-High Shimmer Studded High Heel Boots in Black in the amount of 64.99$ to your PayPal account today, January 12th Your refund confirmation # is ***You have been refunded in full for the *** Bessy-High Heel Boots in Black Faux Suede, in the amount of 14.99$11.39$ was refunded to your PayPal account on January 6th Your refund confirmation # is ***The remainder of your refund 3.60$ was applied back to your BTR account as per your original method of paymentPlease note that we’re unable to cover any costs for repairs as we are unable to refund your card more than what you paidShould you wish to have the zippers repaired, these costs will be upon your discretion as both boots have been refunded in fullIf you happen to have any further questions or concerns, please do not hesitate to contact our customer service team toll free at ###-###-#### Thank you for your understanding
Hello ***, Please be advise that as we notified the customer, Canada Inc(formerly known as Beyond the Rack) filed for protection with the court last March 24thand was purchased by the new owners (us) on May 24thThe company is now known as Canada Inc We are
unable to apply BTR credits for orders placed or returns processed priors to March 24th and cannot process refunds for orders placed before May 24th I have attached a copy of the Credit Memo issued to the customer in As the customer's credit is from before our acquisition, this is the reason why they were removed from her BTR account at the time ownership changeOur purchase of BTR was only including the assets, all debts remained theirs and were settled in the bankruptcy, this debt includes any due amount to customers (credits, pending orders…ect…)As previously explained, the credits that the customer was inquiring about were filed in the bankruptcy under the previous ownershipIf we had acquired BTR with all their previous debts, BTR would still be in a critical financial situationIf you have any other question, feel free to contact *** who was handling the restructuration*** Thank you for your understanding
Hello ***,Thank you for contacting BTR.We apologize that you were short shipped on your panelsWe have reached out to our vendor on Friday, February 26th to see if they can ship the missing panels to youWe're waiting to hear back from our vendor and rest assured we have not forgotten about
you.We do hope to have this situation resolved for you within the next few business days.Thank you for your patience,
Hello ***,Thank you for contacting BTRUnfortunately, we were not provided any of your order details with your complaintIf possible, can you please provide us with your account email address or order # for your purchase.We are however very sorry to hear that your purchase was
less than expected, at BTR we never want our member’s to have this sort of experienceWe’re also sorry that you were not aware of our shipping policyIt is stated on our website under the FAQ’s and checkout page that it takes 2-weeks for us to receive the merchandise in our warehouse and could take up to an additional week for the package to arrive at your doorstepTherefore orders can take up to month to be delivered.We charge your card when your order is processed as these orders are placed directly with our suppliersThis is one of the ways in which we are able to offer you such discounted pricesWe only authorize our suppliers to send us their merchandise once the event closes, at which point we know exactly what to order for our membership as a whole.As a private shopping club, we are actually ordering select merchandise on your behalfWorking this way helps us secure great prices and selection for our members on an on-going basis, which is what BTR is all about.Upon receipt of your order, our suppliers ship the purchased items to our warehouse for inspection and inventory confirmation of the merchandiseOnce this process is completed, we prepare to ship to our customers.We’re terribly sorry to hear about the condition in which your bedding was receivedPlease know that all merchandise is brand new and therefore we sincerely apologize and if the bedding arrived dirty and damagedThis is not good and will be sure to have these inspected by our quality assurance team upon the items return.If you can kindly get back to us with your account details, we will be happy to note your account for a full refund to your original method of payment and your return shipping will be on us Please note that if an item is received in a damaged or defective condition, BTR will cover the cost for the return by using our return prepaid label that was included in your parcelIf you require a prepaid return label, please let us know and we will be happy to have one emailed to you.Thank you and we look forward to your reply