Candy Couture Shop

The customer has received her product.***She received in onJuly 25, , 2:pm Delivered, In/At Mailbox
*** *** ** *** After multiple attempts to get the customers personalization with no response from her the order was on holdHer name does not match her order nameShe ordered under *** ***We couldn't match her personal name to her orderFor her to call this theft is absurdLike she said it is only $and we would never keep her moneyAll we needed was her personalization which she never provided from the startI cant fulfill and order if I don't know what it isOnce she gave it to us we shipped it right awayShe actually made this claim after receiving the item.We process thousands of orders a year and try our best to take care of all issuesI am a handmade shop that is a small business and I take it very seriously when someone call me a thief

Order necklaces for bridesmaidsThe owner Gina was amazingShe personalized each piece and made special note cards for each girl
Her products are amazing and so is she! Thank you for making my special day just perfect!

Hi there I am sorry for thisI have sent the customer a return label to ship back the incorrect productOnce received we will refund or remake her bangle my apologies for the incorrect spelling error
Attached is the shipping labelI also sent this to *** email box

This customer order a personalized bangle.
Finish: Silver Style: silver bangle, lowercase letters, Upper Case...

and numbers Personalization: #14 (rose gold ?) MR -------#14?MR--------- 
we made it exactly how she wanted it.
 
Our policies state all personalized items are final sales:
http://www.candycoutureshop.com/shop-policies
 
the item was delivered on time regarding out processing times:
https://tools.usps.com/go/TrackConfirmAction.action?tLabels=[redacted]
attached you find her shipping label and order.
 
there was no mistake on this order. She had to go to  my website from Instagram, than find the listing, order it, pay and enter all her personalization. 
She ask for a refund after the item was made. She continued to harass on Instagram so we blocked her from commenting. She was harassing us and out customers.

Hi there we had a shipping deadline set for Christmas. It was November 30th. It was stated 5 different spots on out website and on Instagram and Facebook. We realize people want their items fro Christmas but we are a small handmade business and cannot accommodate everyone. This why we set this...

deadline. We also shut down are shop for 2 weeks for the Holiday Season which we state everywhere again on our website. We clearly stated all order received after the 11/30 would not SHIP until after the holiday season. After 12/28/2016. This customer order on 12/5/2015. Once we were back from vacation we shipped her order in the order it was received. Her items were handmade and engraved for her. She received items and than opened up a false claim through her credit card company saying her items were not received. I have provided tracking and it shows delivered. She even admitted receiving the items in email. Yes her credit card company still refunded her and I am not out of $150 and the product. Attached is her claim, proof of tracking, and her emails stated she received the items. She is being vindictive and nasty over email and trying to give my business a bad name because she didn't have these gifts on time for Christmas. I tried my best. I have over 3,000 orders to fill on a matter of 3 weeks and I have to make the cute off somewhere but to make claims against me that our false is not required. Cleary she is up set that she didn't get product on time for Christmas and is making false claims regarding our company.
I clearly stated all my shipping policies.
Here is her tracking number:
[redacted]
Here is the Customer Address:
 
January 7, 2016 , 10:15 am
Delivered, In/At Mailbox
 
[redacted]
[redacted] *
[redacted]

I am rejecting this response because: These people are delusional! The last time we were in communication was January 12th when they falsely accused me of fraud. They accused me of fraud I responded with a strongly worded email, which they replied to and that was the end of our communication. All of our emails and private messages on Instagram were sent to the person at the Revdex.com handling this matter. The last time I reached out to these people on Instagram was January 4th! I was blocked on Instagram on the 9th when they found out about the dispute, not because I was harassing them as they are falsely claiming. These people have accused me of fraud and now harassment all because they refused to admit to their mishandling of my order and the situation. They continue to claim that I they personalized my order but one of my bracelets was missing and another came with a quote I never asked for. In their last message they claimed my issue was the Christmas delivery which I submitted proof was not, since I stated as much on several different emails. Let me explain how the dispute was explained to me since they are still alleging that I have free merchandise. Yes, I got a credit from my credit card company on the 4th when I entered the dispute claim BUT I was told it was not a final credit until the dispute was resolved. The dispute is not finalized, closed or resolved yet as far as I know. I am absolutely exhausted of these people and their lies! If a person purchases a product you are suppose to deliver the product in the time frame it was promised in. If that can't be done the least you could do is properly communicate with them not throw false accusations. These people need to seriously take a course on customer service!

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I am giving the company the benefit of the doubt and look forward to receiving the products ordered.  As I have heard this before, I am hesitant to believe I will receive the order.   I am pleased with the companies response and will follow up with the Revdex.com either way.  Thank you for your assistance with this matter. [redacted]

I love this shop! She has the best products! I ordered a few necklaces for Christmas and I love them. I wanted to write this review because I want people to know she has amazing products.

I am rejecting this response because: This is the second time this excuse of a company has accused me of fraud. It seems like this "company" likes to pick and choose what they want to restate from the emails. Yes, I sent a strongly worded email(which I forwarded over to the representative addressing this matter). I did so after receiving an email from CCS accusing me of fraud and throwing threats around, all because they can not accept responsibility for the horrible way they do business. I placed my dispute claim on Jan 4th around 4PM after numerous attempts at getting a refund from CCS and getting ignored, then told no, then told yes and then ignored again. All of which I forwarded to the representative handling this matter. I also stated on numerous occasions that I completely understood that I would not received my order by Christmas as I placed my order after the deadline. I stated so in the original complaint with the Revdex.com and an more than one occasion in my communications with CCS. My issue has absolutely nothing to do with the order making it by Christmas in any way shape or form. It has everything do to with not getting my order in the time frame stated in the "your order will be shipped soon email" and with how the "company" grossly mishandled the situation. I notified the credit card company that I received SOME of the merchandise I ordered and that I wanted to change the dispute amount and was told no changes could be made until CCS bank responded. I received my order only after placing my dispute claim, it came in missing an item and with a bangle that was engraved incorrectly(they also reused the metal because on the inside of it, it said "[redacted]"). This excuse of a company is ruining their own reputation, I'm simple putting out my experience with them. 
Regarding Complaint ID 11079411
florins martinez   10:44 PM Photos
To: [email protected]
Outlook.com Active View
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Good Evening,
I received an email stating that the company responded to my complaint with the Revdex.com. This is the second time the "company" accuses me of making a fraudulent dispute claim. Yes, I sent this "company" a strongly worded email after receiving an accusatory email that also included threats to report me for fraud. While they allege that I placed my dispute claim on January 9th, I have a message from my credit card company showing my claim was placed on Jan. 4th around 4PM. Below I have facilitated the message from my credit card company showing the date the dispute was filed. I filed the dispute after asking for a refund a few times and getting delayed and mixed responses from Candy Couture. I did receive an incomplete order after placing my dispute claim which was missing a Built your own bracelet and one of the bangles I received was incorrectly engraved(it also had "Matt" engraved on the inside). I notified my credit card company of this and asked to changed the amount being disputed to the 33 dollars the missing bracelet cost(letting the incorrectly engraved bangle go). I was told no changes could be made until after they heard back from Candy Couture's bank, I am still awaiting further instruction from my credit card company.  As you already know my order was placed On Dec. 5th of 2015 I was well aware that I had missed the cut off for the Christmas shipping deadline. I stated so in my original complaint with Revdex.com as well as through DM via Instagram on Dec.17th(at 11:39am), which candy couture responded to. I acknowledged the fact that I would not get my order by Christmas a number of times and I stated that I understood that. My issue has nothing to do with Christmas delivery, it has everything to do with the run around I received from this "company". While I was understanding that this company is a small business and that there are growing pains, that does not excuse the poor communication(if any) and horrendous customer service I received. In some instances it took them a few days to respond and some of my questions/concerns went ignored. I understand my order was personalized for me however, I had emailed them prior to making the replacement order asking for shipping information and depending on that I would want a refund. I did not receive a response until 9:07PM the following day via DM on Instagram. At which point I again asked for a refund and was told the order was already made and they would not refund me. I asked why they went ahead in making the order after I had emailed them twice, sent the email via DM on Instagram as well requesting information and based on that information I might want a refund. I did not receive a response to that. However a few days later I received an email stating that if I wanted a refund I would be given one. To which I responded I wanted a refund and again was ignored. I have attached screenshots of my conversations with Candy Couture via email as well as through DM. Please let me know if there are any questions I can answer, anything I can clarify or any other documents you would like me to facilitate. I sincerely appreciate your time and consideration in helping me resolve this matter.  
Regarding Complaint ID 11079411
florins martinez   10:44 PM Photos
To: [email protected]
Outlook.com Active View
29 attachments (total 4.1 MB)
Download all as zip
Save all to OneDrive
Good Evening,
I received an email stating that the company responded to my complaint with the Revdex.com. This is the second time the "company" accuses me of making a fraudulent dispute claim. Yes, I sent this "company" a strongly worded email after receiving an accusatory email that also included threats to report me for fraud. While they allege that I placed my dispute claim on January 9th, I have a message from my credit card company showing my claim was placed on Jan. 4th around 4PM. Below I have facilitated the message from my credit card company showing the date the dispute was filed. I filed the dispute after asking for a refund a few times and getting delayed and mixed responses from Candy Couture. I did receive an incomplete order after placing my dispute claim which was missing a Built your own bracelet and one of the bangles I received was incorrectly engraved(it also had "Matt" engraved on the inside). I notified my credit card company of this and asked to changed the amount being disputed to the 33 dollars the missing bracelet cost(letting the incorrectly engraved bangle go). I was told no changes could be made until after they heard back from Candy Couture's bank, I am still awaiting further instruction from my credit card company.  As you already know my order was placed On Dec. 5th of 2015 I was well aware that I had missed the cut off for the Christmas shipping deadline. I stated so in my original complaint with Revdex.com as well as through DM via Instagram on Dec.17th(at 11:39am), which candy couture responded to. I acknowledged the fact that I would not get my order by Christmas a number of times and I stated that I understood that. My issue has nothing to do with Christmas delivery, it has everything to do with the run around I received from this "company". While I was understanding that this company is a small business and that there are growing pains, that does not excuse the poor communication(if any) and horrendous customer service I received. In some instances it took them a few days to respond and some of my questions/concerns went ignored. I understand my order was personalized for me however, I had emailed them prior to making the replacement order asking for shipping information and depending on that I would want a refund. I did not receive a response until 9:07PM the following day via DM on Instagram. At which point I again asked for a refund and was told the order was already made and they would not refund me. I asked why they went ahead in making the order after I had emailed them twice, sent the email via DM on Instagram as well requesting information and based on that information I might want a refund. I did not receive a response to that. However a few days later I received an email stating that if I wanted a refund I would be given one. To which I responded I wanted a refund and again was ignored. I have attached screenshots of my conversations with Candy Couture via email as well as through DM. Please let me know if there are any questions I can answer, anything I can clarify or any other documents you would like me to facilitate. I sincerely appreciate your time and consideration in helping me resolve this matter.  
Regarding Complaint ID 11079411
florins martinez   10:44 PM Photos
To: [email protected]
Outlook.com Active View
29 attachments (total 4.1 MB)
Download all as zip
Save all to OneDrive
Good Evening,
I received an email stating that the company responded to my complaint with the Revdex.com. This is the second time the "company" accuses me of making a fraudulent dispute claim. Yes, I sent this "company" a strongly worded email after receiving an accusatory email that also included threats to report me for fraud. While they allege that I placed my dispute claim on January 9th, I have a message from my credit card company showing my claim was placed on Jan. 4th around 4PM. Below I have facilitated the message from my credit card company showing the date the dispute was filed. I filed the dispute after asking for a refund a few times and getting delayed and mixed responses from Candy Couture. I did receive an incomplete order after placing my dispute claim which was missing a Built your own bracelet and one of the bangles I received was incorrectly engraved(it also had "Matt" engraved on the inside). I notified my credit card company of this and asked to changed the amount being disputed to the 33 dollars the missing bracelet cost(letting the incorrectly engraved bangle go). I was told no changes could be made until after they heard back from Candy Couture's bank, I am still awaiting further instruction from my credit card company.  As you already know my order was placed On Dec. 5th of 2015 I was well aware that I had missed the cut off for the Christmas shipping deadline. I stated so in my original complaint with Revdex.com as well as through DM via Instagram on Dec.17th(at 11:39am), which candy couture responded to. I acknowledged the fact that I would not get my order by Christmas a number of times and I stated that I understood that. My issue has nothing to do with Christmas delivery, it has everything to do with the run around I received from this "company". While I was understanding that this company is a small business and that there are growing pains, that does not excuse the poor communication(if any) and horrendous customer service I received. In some instances it took them a few days to respond and some of my questions/concerns went ignored. I understand my order was personalized for me however, I had emailed them prior to making the replacement order asking for shipping information and depending on that I would want a refund. I did not receive a response until 9:07PM the following day via DM on Instagram. At which point I again asked for a refund and was told the order was already made and they would not refund me. I asked why they went ahead in making the order after I had emailed them twice, sent the email via DM on Instagram as well requesting information and based on that information I might want a refund. I did not receive a response to that. However a few days later I received an email stating that if I wanted a refund I would be given one. To which I responded I wanted a refund and again was ignored. I have attached screenshots of my conversations with Candy Couture via email as well as through DM. Please let me know if there are any questions I can answer, anything I can clarify or any other documents you would like me to facilitate. I sincerely appreciate your time and consideration in helping me resolve this matter.  
Regarding Complaint ID 11079411
florins martinez   10:44 PM Photos
To: [email protected]
Outlook.com Active View
29 attachments (total 4.1 MB)
Download all as zip
Save all to OneDrive
Good Evening,
I received an email stating that the company responded to my complaint with the Revdex.com. This is the second time the "company" accuses me of making a fraudulent dispute claim. Yes, I sent this "company" a strongly worded email after receiving an accusatory email that also included threats to report me for fraud. While they allege that I placed my dispute claim on January 9th, I have a message from my credit card company showing my claim was placed on Jan. 4th around 4PM. Below I have facilitated the message from my credit card company showing the date the dispute was filed. I filed the dispute after asking for a refund a few times and getting delayed and mixed responses from Candy Couture. I did receive an incomplete order after placing my dispute claim which was missing a Built your own bracelet and one of the bangles I received was incorrectly engraved(it also had "Matt" engraved on the inside). I notified my credit card company of this and asked to changed the amount being disputed to the 33 dollars the missing bracelet cost(letting the incorrectly engraved bangle go). I was told no changes could be made until after they heard back from Candy Couture's bank, I am still awaiting further instruction from my credit card company.  As you already know my order was placed On Dec. 5th of 2015 I was well aware that I had missed the cut off for the Christmas shipping deadline. I stated so in my original complaint with Revdex.com as well as through DM via Instagram on Dec.17th(at 11:39am), which candy couture responded to. I acknowledged the fact that I would not get my order by Christmas a number of times and I stated that I understood that. My issue has nothing to do with Christmas delivery, it has everything to do with the run around I received from this "company". While I was understanding that this company is a small business and that there are growing pains, that does not excuse the poor communication(if any) and horrendous customer service I received. In some instances it took them a few days to respond and some of my questions/concerns went ignored. I understand my order was personalized for me however, I had emailed them prior to making the replacement order asking for shipping information and depending on that I would want a refund. I did not receive a response until 9:07PM the following day via DM on Instagram. At which point I again asked for a refund and was told the order was already made and they would not refund me. I asked why they went ahead in making the order after I had emailed them twice, sent the email via DM on Instagram as well requesting information and based on that information I might want a refund. I did not receive a response to that. However a few days later I received an email stating that if I wanted a refund I would be given one. To which I responded I wanted a refund and again was ignored. I have attached screenshots of my conversations with Candy Couture via email as well as through DM. Please let me know if there are any questions I can answer, anything I can clarify or any other documents you would like me to facilitate. I sincerely appreciate your time and consideration in helping me resolve this matter.

Review: I ordered a piece of jewelry by accident from this Instagram/online shop. The shop only provides email contact for customer service. I contacted the shop 3 times by email and twice on Instagram. The shop never responded by email except for automated replies that they were "on vacation" or "very busy" and would get back to me soon. The shop blocked my account on Instagram when I attempted to contact that via that portal.Desired Settlement: Refund

Business

Response:

This customer order a personalized bangle. Finish: Silver Style: silver bangle, lowercase letters, Upper Case and numbers Personalization: #14 (rose gold ?) MR -------#14?MR--------- we made it exactly how she wanted it. Our policies state all personalized items are final sales:http://www.candycoutureshop.com/shop-policies the item was delivered on time regarding out processing times:https://tools.usps.com/go/TrackConfirmAction.action?tLabels=[redacted]atta...⇄ you find her shipping label and order. there was no mistake on this order. She had to go to my website from Instagram, than find the listing, order it, pay and enter all her personalization. She ask for a refund after the item was made. She continued to harass on Instagram so we blocked her from commenting. She was harassing us and out customers.

Review: I have emailed the owner of this business multiple times because she spelled the names wrong on my product. Every time she answers, but then I still never get the fixed product.Desired Settlement: I would like for her to send me the correct bracelet.

Business

Response:

Hi there I am sorry for this. I have sent the customer a return label to ship back the incorrect product. Once received we will refund or remake her bangle my apologies for the incorrect spelling error. Attached is the shipping label. I also sent this to [redacted] email box.

Review: I ordered two bangle bracelets on June 24, 2015 and paid promptly for them. My money was removed from my account that day. I received an e-mail that said my order was shipped on June 29th. To date, I have received nothing (7/26/2015). I have contacted the company via e-mail SEVERAL times. Each time they respond, when they respond, they do with apologies and a promise to ship the order. It never happens. I have requested the order be filled several times, the last time I requested the order or a refund of my money paid. I have not received a response. I have been patient and polite with the "company". However, the fact that they have not provided the product at all is unacceptable. I am extremely frustrated with this company. I have never experienced anything like this from an online company. Bottom line, they took my money and did not provide the product.Desired Settlement: I would like the bracelets that I paid for. I bought them for a reason and would like to have them.

Business

Response:

HI there. I am so so so sorry the customer did not receive her product. I feel absolutely terrible. I am shipping her bangles out tomorrow with 2 free necklaces. I know nothing I can say will make it better but I am truly sorry. I see my employee replied to her to ship her items but it must have fell through the cracks or maybe USPS lost her package. Either way it is shipping tomorrow. I do see her emails they went into my spam box hence why we didn't reply to the rest of her emails. Please let her now her items are on there way. here is the tracking number:[redacted]

She will get it by Friday. Best,[redacted] OWNER of Candy Couture Shop

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am giving the company the benefit of the doubt and look forward to receiving the products ordered. As I have heard this before, I am hesitant to believe I will receive the order. I am pleased with the companies response and will follow up with the Revdex.com either way. Thank you for your assistance with this matter. [redacted]

Review: I ordered two bracelets from this company and only received one. I verified my that my order contained two bracelets via my order confirmation that the company sent and then sent an email to the company letting them know of the mistake. I got an email that said we are busy helping others but will respond in 24-48 hrs. I waited and once I received their email back requesting the order number I forward them back the order confirmation containing the order number. I have about 14 emails asking them the status of my order and I have yet to hear a single word. There is no way to contact a person to speak to. This has been going on since 7/23/15.Desired Settlement: I would like them to credit my account the money back along with the shipping I paid for.

Review: I ordered a necklace from the company on June 22nd and payment was completed that day via [redacted] and I have record.After several attempts of not getting the necklace I purchased through the shop it's now a month later and still no product.I contacted them via their website complaint form, to the email on their website and via their Instagram company page.. Nothing.I did get two emails from a [redacted] and she told me 6 days ago the necklace would be sent out that day.Still no product I attempted three more contacts to [redacted] and she has not responsed and it's been over 48 hours. I don't want the product. I want a refund and although it's only $15.00 it's a principle and as of now it's theft.Desired Settlement: I want a refund.

Business

Response:

The customer has received her product.[redacted]She received in onJuly 25, 2015 , 2:13 pm Delivered, In/At Mailbox [redacted] After multiple attempts to get the customers personalization with no response from her the order was on hold. Her name does not match her order name. She ordered under [redacted]. We couldn't match her personal name to her order. For her to call this theft is absurd. Like she said it is only $15. and we would never keep her money. All we needed was her personalization which she never provided from the start. I cant fulfill and order if I don't know what it is. Once she gave it to us we shipped it right away. She actually made this claim after receiving the item.We process thousands of orders a year and try our best to take care of all issues. I am a handmade shop that is a small business and I take it very seriously when someone call me a thief.