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Carolee Reviews (1)

Review: I ordered a necklace and received a bracelet. Now I am obligated to return the wrong item received at my own expense NOT-REFUNDABLE. I still want the correct item I ordered which I expect to receive with free shipping (as advertised which is why I bought it online). I resent that CAROLEE (as related to me by friends and family) are in the habit of sending wrong items hoping for the customer to keep the wrong item received. This is no different from pulling a fast one so they can gain from the purchase of 2 items instead of one. They hope to lure the cusomer to keep the wrong item received thus causing the customer to incur additional unwanted charges.CAROLEE should reimburse me for the cost of the return of the wrong item.Desired Settlement: Reimbursement for the cost of the shipping and insurance charges incurred for the return of the wrong item. CAROLEE's instructions to the customer was to insure the package,an additional cost to shipping and handling.

Business

Response:

Dear. Ms. [redacted],

Please accept our sincerest apologies for the recent problem that you experiences with your online purchase on Thursday, October 17, 2013. We understand that you received a bracelet instead of the necklace that you ordered. At Carolee we take great pride in providing our customers with the highest level of customer service. It is our goal to always provide a quality shopping experience to our customers and we understand that we did not meet your expectations on this order.

We received your voicemail and email that you received the wrong item on Saturday, October 19th. Our Customer Service Department is open Monday-Friday so your inquiry was responded to on Monday, October 21st. Once we were notified of the error, we contacted your by phone and email to resolve the issue. We learned that you had already shipped the incorrect item back to us at your own expense. Our Carolee Customer Service Associate promptly had the correct necklace shipped to you via overnight delivery at no charge and agreed to credit you the amount you paid in shipping to returned the incorrect bracelet. The necklace was received at your shipping address on October, 22, 2013 along with a lovely jewelry travel organizer, a $50 value, as an expression of our sincerest apologies for your inconvenience. A credit in the amount of $5.60 was issued on October 24, 2013 - the amount that you requested based on the shipping receipt you provided to us (your receipt attached).

While order issues like these are not frequent, Carolee does have procedures in place that assist consumers when there is a problem with an order. It is our policy that when a customer notifies us that they have received an incorrect item we will immediately ship out the correct item and provided a [redacted] pre-paid label or have [redacted] pick up the item to be returned to us at no cost to consumer.

Again, we apologize fir the inconvenience that you have experienced and hope that the resolution has been satisfactory.

Sincerely,

Senior Ecommerce Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

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Description: Jewelry Designers, Jewelry Manufacturers, Clothes - Consignment & Resale, Jewelers - Wholesale

Address: 88 Hamilton Ave Ste 3, Stamford, Connecticut, United States, 06902-3111

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