Blue Pine Lawn Care

Hi! Thank you so much for choosing Marleylilly! We truly value your business and genuinely appreciate your feedbackI am so sorry that the Duck Boots you purchased did not meet your expectationsWe designed the removable tongues with sizing and online shopping for personalized items in mind Since personalized items are typically non returnable we wanted to be able to have an option for exchanging sizes if neededThe snaps should stay securely fastened to the boots, so if the snaps seem to be defective on either the boot or tongue we are happy to issue replacementsWe want to be able to make this right for you so if you would like to return the boots we can have our seamstress permanently attach the boots tongues for you or if there is something else you had in mind we are open for suggestionsWe look forward to helping youPlease send an email to ***@marleylilly.com and I would be happy to take care of this for you!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as I receive the refundThe company mentions the manager being out last weekHowever, I have email proof that a manager had looked at my item last week and did not believe I should receive a full refundSo the company either lied to me in an email about a manger reviewing the items last week or lied in this report about the manager being gone last weekI can submit the email for reference Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted]

Hi there, Sorry you are having to deal with this issue with your daughterAs an online retailers, we deal with it on a daily basisWe verify all credit card transactions, as we are required to, by all processing regulations, and then someAs a requirement, address verification service (AVS) is done on all billing addresses associated with the card, as well as last name matchIf it doesn't match, the transaction is declineSince your daughters last name is the same as your husbands, and the address matched the correct billing address, the transaction was approvedWith credit card fraud on the rise, we do all we can to prevent it, because it ultimately cost us the money when it occursTo say we do not do what all other online retailers do in regards to fraud prevention, is simply incorrect and untrueI can guarantee you we do more than most major retailersMany of our customers are under the age of 18, so they will use a parents card to make purchasesSometime, unfortunately with out the parents knowledge or permissionUltimately, we are running a businessWe are not responsible for the actions of other's childrenWe will never tell someone how to parent their child, as that is not our businessPer our purchase policy, no returns are accepted for personalized itemsWe are sorry for any problems your daughters actions may have cause you and your husband

Thank you for your order! I am so sorry that the duck boots were not what you expectedTypically, all sales are final on personalized items, but the good news is the monogrammed portion of these boots is detachable so we can easily ship out replacements in a different thread color free of charge
If the boots did not fit we can also offer an exchange if there is another size that would work better for you! Feel free to email me directly at ***@marleylilly.com and I would be happy to provide instructions for the replacement and/or exchange! I look forward to helping you!

Hi ***We understand your frustration and please know we are working on getting the refund for you! As with the delivery of the package, we are at the mercy of the postal service while we wait for them to review the claimI have also personally reached out to our USPS business representative to help expedite the processAs soon as we hear back from USPS we can issue the refundBecause the package is marked as delivered, and not lost, this is not a typical occurrenceWith that being said we are requesting that you wait until February 3rd for the claim to be reviewed by USPS and if they have still not approved the claim we are willing to forfeit the cost and issue the refund to the original form of payment. Thank you for your patience and understandingFeel free to reach out to me directly if you have any further questionsI can be reached via email at ***.com

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,
*** ***

***, I am the owner and I am the one that has been responding to your negative comments, reviews, complaints, etc...I have reviewed all the information you have sent and I am not sure what else it is you would like to get off your chest regarding your purchase and the way we executed your orderI have reviewed the conversations between you and our staff, and to say that they lied to you and hung up on you could not be farther from the truthWhen you cussed at them, they remained kind and professional, even when they did not have toThe only reason we decided not to remake or reship the order, is because the item is out of stock, we already issued you a refund, and we made and shipped the original order according to our policy and turnaround time.Furthermore, the reason you received your first order (placed on 11/22) so quickly, is because we were processing all orders with in 4-business days that week, due to lower order volumeTo assume that you would receive an order that was placed on the 4th day (11/28) of our largest sale of the year (Black Friday), where over 20,orders were placed in a day period, is not logicalWe post our current, up-to-date, processing time on the FAQ page and at the check out stepI am sorry that the order did not arrive to you before you left for your tripIf time was of the essence, then either a Rush fee should have been paid OR an expedited shipping method should have been selectedYou receive FREE Shipping, for the order value being over $50, which indicates that an expedited shipping method was not selectedIn addition, if the timeline was tight, as you have indicated, then the order should have been shipped to your destination, to ensure you would receive it for Christmas. Once again we are sorry you feel that you need to be so rude and hateful to our staff for not assuming all of these things, but there is nothing else we can doYou were already issued a refund and are going to receive a free order from us, so lets please leave it at thatHave a Merry Christmas. ***

Customer was already refunded for the items she returnedNot sure what else we can do?

Hi ***, We are very sorry that USPS was not able to fulfill their responsibility with delivering the packagePlease understand once an order leaves our facility we are at the mercy of the US Postal ServiceAccording to their delivery times the order was shipped from our facility in time to
reach you by December 24thIf the package is lost we are more than happy to replace the merchandise or refund you for the products; however, in this situation the tracking indicates that the merchandise was delivered. https://tools.usps.com/go/TrackConfirmAction?tLabels=***When something like this happens we can replace the order or issue a full store creditWith that being said, it looks like one of our representatives offered to replace the order or issue a full store credit in addition to reaching out to USPS to file a claim and locate the package. We typically do not issue refunds for delivered merchandise, but are willing to make an exception to this policyBefore doing so we just wanted to confirm with USPS that the package was declared as lostAs our representative mentioned on January 18th we are still in the process of confirming this with USPS and appealing the claim. In this correspondence our representative did note that this could take up to days and that there was no guarantee of reimbursement.As soon as we can get confirmation that the package was in fact lost we can proceed with the refundThank you for your understandingPlease feel free to contact the department manager, ***.com with any further questions

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. Please, please no matter how you think you feel about this situation take the time to read belowI am typing on a phone, so excuse errors
First off I never cussed at your staffName calling/cussing was not going to get a resolutionWhen I was on the phone with *** I was in a public locationI was getting my hair doneMy stylist heard the conversationIf you have been the one responding online you will see that I never used swear wordsI expressed I was frustrated.If you will let me take a moment with sincere positive intent to say the followingWhat is to follow is not meant in an argumentative tone but rather to clearly communicate my perceptions as a customerWhether your team agrees or not with customers feelings are factsThis was my experience.First off the Customer Service team does not know my life situationI am planning a Christmas for someone with a terminal illness (renal failure)Making sure this Christmas goes off without a hitch and is the best ever is my goalTiming is keyAs a customer I am not aware that your volume increases so exponentially this time of yearI have no way of knowingI test ordered your product for quality and timing in NovemberSo I placed a other orderThere was no indication at the time of order that there were delaysI am sure since I could not leave messages two times I called that many customers are experiencing the same thingIt is growing painsI get thatThings maybe out of stock or delayed but excellent customer service is always in stockI am concerned *** is burned outI am sure I was one of many upset customers based on communication delays.Every response I have had has been reactionary and accusatoryInstead of, "*** I am sorry your are frustratedLet's see what we can do to help resolve this."I got an aggressive non customer oriented interactionMy stylist heard *** she was so loud*** was on the defense from the moment she calledShe did not say HelloHer greeting was, "I did too call you." I would ask that the customer service team should own customer service issues as if it were happening to them.I am not saying this and demanding *** be firedQuite the oppositeShe needs additional training, more support staff, and a day offI think the lies I was told was out of fear of the reaction they might get if the truth (overwhelmed, trying go keep up, we are behind) was expressed to me.Finally, great creative!!! *** told me 4-times that is not our policyI am not that person that did not proof their monogramI *GET* that policyMy order took over two weeksThat was my only issueAny team member could have been a heroLook at *** or *** *** takes anything back even if it is not their productTheir goal is excellent client service *** *** empowers their team, everyone from the Janitor to the CEO, to fix a client problem up to $5k without checking with a manager or the finance team. I sincerely hope my negative exprence can turn a positive for the next person in my shoesI hope it spurs internal conversations about customer service and the type of company you want to be
Regards,
*** *** P.SThe marketing team should not post tracking information on FacebookSend a private email*** did work hard to get me to people that could get me answers and get me a refund

This was already addressed in the review she posted yesterdayWe already refunded her money for an order that shipped in our processing time, and will deliver to her todayThis customer was very nasty and cussed out our Customer Service Manager (three times), who she was speaking toWe
even offered to remake and reship the item to her, even though it was in the mail and will deliver in USPS ship timesWhat else do you want us to do?

Hi! Thank you so much for choosing Marleylilly! We truly value your business and genuinely appreciate your feedback. I am so sorry that the Duck Boots you purchased did not meet your expectations. We designed the removable tongues with sizing and online shopping for personalized items in mind....

Since personalized items are typically non returnable we wanted to be able to have an option for exchanging sizes if needed. The snaps should stay securely fastened to the boots, so if the snaps seem to be defective on either the boot or tongue we are happy to issue replacements. We want to be able to make this right for you so if you would like to return the boots we can have our seamstress permanently attach the boots tongues for you or if there is something else you had in mind we are open for suggestions. We look forward to helping you. Please send an email to [redacted]@marleylilly.com and I would be happy to take care of this for you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]

Hi [redacted], The full refund was processed this morning (actually before we received your complaint). The reason no refund was issued until today, is because our store policy is only 90% (10% restock fee) of a purchase is refunded for returns within 14 days. Since you demanded a full refund, it had to be approved by a manager, and our CS manager was out last week. Sorry you did not have a good experience upon your first purchase with us. We hope you will give us an opportunity to make it up to you! You should see a refund on your card statement in 7-10 business days, which is standard for most credit card companies.We hope this resolves your complaint!

Hi there, Sorry you are having to deal with this issue with your daughter. As an online retailers, we deal with it on a daily basis. We verify all credit card transactions, as we are required to, by all processing regulations, and then some. As a requirement, address verification service (AVS)...

is done on all billing addresses associated with the card, as well as last name match. If it doesn't match, the transaction is decline. Since your daughters last name is the same as your husbands, and the address matched the correct billing address, the transaction was approved. With credit card fraud on the rise, we do all we can to prevent it, because it ultimately cost us the money when it occurs. To say we do not do what all other online retailers do in regards to fraud prevention, is simply incorrect and untrue. I can guarantee you we do more than most major retailers. Many of our customers are under the age of 18, so they will use a parents card to make purchases. Sometime, unfortunately with out the parents knowledge or permission. Ultimately, we are running a business. We are not responsible for the actions of other's children. We will never tell someone how to parent their child, as that is not our business. Per our purchase policy, no returns are accepted for personalized items. We are sorry for any problems your daughters actions may have cause you and your husband.

Hi There, After reviewing the customer's order I am able to confirm the item made and sent to the customer was the item purchased. Because we specialize in personalized merchandise we make every effort to ensure that the customer is able to view the product before and after purchasing the item....

After the order has been placed the customer receives a confirmation email so they can review the items purchased. Customer notification history shows that this notification was sent to the customer immediately after the order was placed.  We were contacted by the customer on June 5th and on that very same day one of our customer service representatives responded addressing the concern. Please see attached email correspondence.Per our company policy, the customer must agree to at checkout, due to the personalized nature of our items we are unable to accept returns or exchanges. If our staff makes an error we take full responsibility and are happy to work with the customer to get the error corrected. In this instance the item in question was made exactly as the customer ordered.We were willing to make an exception to our store policy for this customer and offered to make the item the customer thought they had ordered at a discounted price, but the customer did not accept our offer. If the customer is still interested in having the item made at a discounted price we are happy to extend this offer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I
have not gotten a...

refund back from the company. I would like to know I
am getting a full refund and when. I have no record of any refund being
processed or issued.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as I receive the refund. The company mentions the manager being out last week. However, I have email proof that a manager had looked at my item last week and did not believe I should receive a full refund. So the company either lied to me in an email about  a manger reviewing the items last week or lied in this report about the manager being gone last week. I can submit the email for reference.
Regards,
[redacted]