Brekke Storage

Godiva Order ***, Web ID *** from *** ***, ** to *** ***, ** filed on 5/**/at 10:a.mET for delivery before Mother's Day. The order was investigated and ecommerce and IT are trying to determine how this one order out of orders placed in this 5/** a.m
order did not file properly. The buyer was given free shipping and 30% off the order for the late arrival.We will not dispute the additional claim as a good faith gesture and credit *** *** *** the balance of the order - sending $worth of merchandise to *** *** at no charge

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 and the matter has been resolved
Sincerely,
*** ***

The original order #[redacted] was placed on
11/**/16 and totaled $262.57.  The order
was placed under the following name:  [redacted] using a [redacted] credit card ending in [redacted].  This order was an unauthorized return –
received on 12/*/16.  Due to the product
being food,...

we only accept returns for quality issues – not for buyer
remorse.  The buyer was aware of this
policy and returned the product anyway. 
As a 1 time courtesy, we said we would exchange the product.  We requested [redacted] place a new online order
by 2/**/17 and we will use the credit from this order towards the payment of
the new order.
An order was placed, #[redacted], on 2/**/17 for
$244.43.  This order was placed under the
following name: [redacted] using a billing address and a [redacted] credit card
ending in [redacted].  This information is
different from [redacted]’s information on order #[redacted].  We are not able to process a refund to a
different buyer using a different credit card from the original order.  On 2/**/17 we informed the original buyer
[redacted], that this order does not reflect her as the customer, only as the
recipient.  Buyer name, billing address
and credit card number are all different from the original order.  The recipient then requested we cancel the
order but it had already shipped.  [redacted] then said he would refuse the package or dispute the charges.

Godiva.com is a self-service
portal.  Our customers are offered the
convenience of choosing to enter and store
account information (such as their credit card numbers, billing address,
telephone number) and an address book to enter
and store recipient names and addresses. 
None of...

this information is accessible by anyone but the individual
customer, and cannot be edited in any way by anyone other than the individual
customer.
[redacted] placed three online
orders in December 2015 and as she represents, used her personal address book and
stored account information to place them. 
Once an online order has been
placed, our customers receive an email confirmation of their orders, detailing
the recipient(s) name(s), address(es), merchandise ordered, delivery
method/date, etc.  When orders are
shipped, customers are sent a shipping confirmation with a tracking number for
the package(s) shipped.  All delivery
information (date, time, place) can be found on the carrier’s website.
[redacted] created her own
account information and address book, which apparently needs updating.  [redacted] had the opportunity to review
her orders before placing them to verify that her packages would be shipped to
the correct address(es), and again when she received her email confirmation of
each order.  [redacted] was provided
with the [redacted] tracking numbers by which she could track her packages to see
exactly when each was delivered.
Godiva fulfilled her orders,
as she placed them, in good faith. 
Godiva cannot accept liability for packages shipped blindly by customers
who have not verified whether the information with which they place orders is
accurate, whether that is a recipient’s address or the credit card used for
payment.
As a customer service
courtesy, however, Customer Care offered to reship her package to “Rachel” if
she provided a corrected address.  She would
not be charged for the second box of chocolates shipped but only for the cost
of shipping as Godiva would be charged for same.  The offer was adamantly refused.
All order details, shipping
and delivery information can be provided again at any time to [redacted].

Please
see the attached letter submitted to [redacted] when [redacted] disputed the
shipping and handling charge of $197.10.
In
essence, this order was placed online on 12/**/16 at 6:55 pm ET to be shipped
to multiple recipients and for which he was able to take advantage of a free
standard...

shipping offer for two recipients and 10% off his merchandise total
(with a new email sign up). 
Terms
and Conditions for every online promotion are available on our website and
in the Customer Care Center.  We can provide this documentation for
any/all promotions in effect on the day the order was placed.
A
complaint was filed with the Customer Care Center February **, 2017 - after the
disputed charge was resolved.  The credit card company called with the
buyer on the line and held a conference call regarding this dispute. 
During this call, the Terms and Conditions were explained.  Capital One
accepted our dispute and issued credit to Godiva for $197.10.

Godiva Chocolatier did receive 2 emails from [redacted] in February 2017.  (please see
attached)
The first email was received on February **, 2017 and was
responded to on the same day.  The email
address provided was [redacted] 
The second email was...

received on February **, 2017 and again
replied to on that same date.  Both
responses requested photos of the melted delivery so we could share them with
our packing/shipping facility.
No photos were received from [redacted].  No further correspondence was received from
[redacted].
[redacted] would like a refund for the 2 items he received
that were melted - $48.06.  We are willing
to refund $39.69 for the 2 products that arrived damaged – even without the
requested photos.  Please see below the
explanation for the difference in the refund amount.
Per the order #[redacted], a promotion was applied to this
purchase.  The promotion was the "Buy More,
Save More" promotion. Based on the
merchandise total, a % off was applied to this order.
The Milk Chocolate Assortment was originally $38.00. [redacted] was charged $31.16.
The 4 piece Favor was originally $8.50.  [redacted] was charged $5.25.
The total merchandise for the 2 items = $36.41 + sales tax $3.28 for a total of
$39.69.
 
$39.69 credit has been posted to his credit card used on
this order.
 
We are unable to send a $25.00 gift card to [redacted] but
we have reinstated the 1 time Free Shipping benefit from his Rewards Club
membership so it may be used again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In fact,when I look at the next screen, I have completed the payment, but the billing is wrong.(the $10.80 has not been included in the total discount issued per the Terms and Conditions of the promotion.),this is fraud.When I saw the bank bill, I found the mistake.I am very disappointed.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
A gift card does me no good if I cannot place an order . I would appreciate  a call back from the CEOs office.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:1. On 02/**, In Godiva's original response, they only asked me to place a new order online and they would give credit. But they didn't mention any restrictions (should use the same card) Dear [redacted]:I have received verification that your order #[redacted] has been received as returned. Please be aware, however, that Godiva's return policy provides only for the return of products with a quality issue. I understand that on 11/**/16 this policy was explained to you or your agent.As a one time customer service courtesy, we will credit your new order in the amount of $242 which reflects the value of the merchandise you returned. Please place your order online by the end of this week, Friday 2/**/17 and I will provide the appropriate credit. Simply notifiy me at [redacted] with my name in the subject line with your order number. 2. On the next day, 02/**, Godiva told me card was different, so the order was not authorized. I replied to change the card info or cancel that order. But they didn't reply.Dear [redacted]:The order you reference is not in your name. We are prohibited from working with anyone but the credit cardholder, ie, the actual buyer of record. If this is in fact your order, we will need your credit card, and to place the order in your name and your billing address.>>>>>>>>>>>Hi [redacted],Okay. Now I can't edit the order online.I don't know what to do. Can you change the card info for me?Below is what shows in the order. Everything about the credit card is the same, except changing the name to [redacted].If can't, please cancel the order ([redacted]). I will place again.I'm not aware of these restrictions. Here are some potential questions:Should the shipping address match the billing address?If they should match, I only have an available debit card. Can I use debit card. 3. On 02/**, the order was shipped. This is ridiculous, because they just said it's not authorized, but in the meantime charged me full money. They insisted the order was placed by a different person. But it's actually placed under the same Godiva account. I have the correct psd and successfully login. Then they told me it's a different buyer?  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are happy to pick up the 10 Dark Chocolate Assortments that were sent in error.  We have sold out of the Milk Chocolate 15 pc. Assortment - the item that was ordered.  We are willing to replace the 10 boxes with 10 Milk Chocolate 22 piece assortments - valued at $38.00 once we...

have [redacted] pick up the incorrect product.  The consumer should have the product packed in a carton ready to be returned when [redacted] comes with the label.  Please ask the consumer to let us know if this arrangement is agreeable and what date is best for the [redacted] pickup.  The Customer Care telephone number is ###-###-####, prompt 3.  The order # is [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

the response issued by the company references events that took place AFTER I filed my complaint with the Revdex.com and it does not address all elements of my complaint, most concerning being the fact that they have left out that the "[redacted]" promo code did not work for the full length of the advertised promotion.  This was admitted by their customer service when I called and was told that it was a known issue.  Godiva needs to get their timeline straight.  I did ultimately place an order that day, but only after experiencing the difficulties described in my original complaint, which have yet to be addressed.  The bottom line is... when I went to place my order originally, the free shipping code did not work, even though my order met the $25 minimum purchase requirement. I contacted customer service by chat and by phone and was offered no means of resolution aside from placing the order, paying for the shipping, and then awaiting a credit. Again, this is not the first time that I have experienced this with Godiva (meaning an advertised promotional code has not worked online). I am frustrated with the hassle experienced and with the lack of acknowledgement of their system issues. If you advertise a promotion, you should make sure any and all applicable codes will work as intended; otherwise, you need to pull the promotion until the issues have been resolved or you need to enable your customer service a better means of offering a resolution to the customer, such as adjusting my live order, not asking me to pay for something I shouldn't have been charged for and await a credit. I will say that one element of their customer service that I was impressed with was that I received a call later that day to let me know that the promo code issue had been fixed. That phone call is why I was able to ultimately place my order.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We reviewed [redacted]’s order #[redacted] that was placed on
April **, 2017. 
 
This order included 2 items:
#[redacted] – a 27
piece Dark Chocolate Assortment with Classic Ribbon for $38.00
#[redacted] – a set of 3 Bags of Individually Wrapped
Chocolates – Assorted Dark...

Chocolates for $28.00
 
We also reviewed the Flash Sale that ran on April **,
2017.  The purchased items on order #[redacted] were not
included in the Flash Sale.
 
In addition, the set of 3 Individually Wrapped Chocolates
was already at a sale price of $28.00 – regularly priced at $36.00.  [redacted] received the sale price of $28.00.
 
As the purchased items were not on the Flash Sale
4/**/17, we are unable to honor [redacted]’s request for a price match.