Charlies Project

Hi [redacted] ,I reviewed your complaint and then the notes on the accountHowever I couldnt locate any emails until I searched our spam folderGenerally any emails with vulgar or explicit language are tagged by our spam filter, as our policy prohibits the use of this language.Therefore your emails were located in our spam foldersI apologize we didnt receive themFurthermore the same policy applies online as we do not condone vulgarities on our pagesIt seems your missing items must have been lost by the [redacted] as I do not show a delivered dateHowever, your order was actually refunded more than the stated amount requested to your [redacted] ending in ***.In the future your purchases are protected by your credit card and always best to contact them in addition to the [redacted] when a shipment is lostWe insure shipments and a claim can be initiatedThank you again, ***

HI, Unfortunately the return directions were not followed in this case even though it is written on the invoice in the package, on our website under faq and emailed to the customer to follow a few timesInstead the package was marked return to sender and NOT RETURNED to usIt was sent to our shipping facility that does not handle returnsNot once in any of the emails did the customer mention they marked the package return to sender as they didn't wish to pay for return shipping! This shipping cost we must absorbShe only mentioned she returned it and we assumed she followed the directions we had emailed on several occasionsBut returns require 7-business days for processing.The process for returns was not followed as an RMA# was not obtained, nor was it shipped to our returns address for processingIf it was followed then the return would have been received and processedFurthermore we DO NOT send out exchanges we only issue store credit or refund if within policiesWe have implemented Return policies to ensure we receive packages and process them within 7-business daysPlease see the attached screen shots of our policies, the emails sent to customer regarding the return address etcHowever, we had refunded the customer in FULL 2/Hopefully she received the refund notice as it seems she didn't receive our responses to emails in regards to the processing of returns or the directions of where it should have been shippedSince we donate a portion of proceeds to charity we are not able to absorb return shipping and exchange shipping costsIf customer does not understand how to return or are not able to follow directions for their return we would kindly ask to not order our products as we are at a loss in these situationsIts the customers responsibility to follow directions to obtain a store credit or refundThank you again, [redacted]

Hello,We have searched our email as previously stated and do not see those emails they could have went to our spam filterWe also responded to one of those emails telling you YES exchange the leggings so the issue was addressedWe stated that you could exchange them so emailing again asking can you exchange more times makes no sense at allPlease see our policy below and send back the leggings for exchange as previously stated in emailThis is all stated on our website and its important to read a companies website to know the guidelines before orderingWe never said in our email you could NOT exchange themLeggings must be received in same condition as received (unworn)Must have Attached tags & in original plastic bagMust be free of any perfumes, smoke, pet hairLeggings not received in this condition for exchange will receive a 25% deduction.Please email [redacted] on reason for exchange.Allow business days for your exchange to be processed.Please ship to: Charlies ProjectPitts StNatick,Ma Please include order#, name and reason for exchange or defectThank you and Have a good day!

Absolutely HORRIBLE customer service ! I ordered a pair of leggings in June, there was a hole in them. I e-mailed they sent out another pair same exact thing. I have been trying to resolve this issue since JUNE ! Horrible quality and customer service !

HI, I am not sure what the rejection to this complaint it as its very confusing. We had already issued a refund to the customer BEFORE this complaint please see screenshot from 2/afternoonIts best if the customer checks her emails on the refund notificationthis refund may take 5-business days depending on her bankWe will not have any control over the refund timelineWe consider this issue closed and ask customers to please follow the return instructions included with orders and posted for returns to be processed timelyThank you again, ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I am rejecting the response because I tried from the beginning to get the order corrected and get the correct leggings sent out to meNo one would email me back through emails and message sent through your websiteAll I got back was a message stating that you don’t respond to emails sent on the weekend (even though the emails weren’t sent on the weekend...and we are communicating on the weekend now)As I have stated multiple times before I have been trying since January to get these as a gift for Valentines Day since JANUARY! Nobody would communicate with meIf you would have just replied to one of my emails I could have reordered earlier and had what I needI am waiting to see what you are going to do with my reorder since you would not communicate with me and held my order and money and it made it so hard for me to reorderThese by the way are for someone with a disability alsoYou of all people should understand the challenges we already face and try to be a little more understandingIt’s really quite unbelievableThe new order number is ***Just simply trying to do something for Valentines that I started back in JanuaryThis is why simple communication goes such a long way!
Regards,
*** ***

Hello, We have reviewed this complaint and do not find it validWe searched our email and ** requests and we do not find any messages from *** other than ONE email on June 30th in which we responded too on July 5th letting her know she can exchange the item with tagsWe do not take
anything back without tags per our site policyWe showed her our site policy with address to send back anything with tags she was unhappy with for exchange for other itemsOur site states in the FAQ that we do not do refund and we cannot make an exception for one person or we would need to do it for allWe strictly do exchanges and when ordering on our site its important to read our policiesWe are sorry that she is unhappy with our product and customer service but we did respond to her and after searching NONE of the other emails were received when we looked up her email in this complaint unless she has another email? Otherwise we do not see themWe are very up to date on email and all have been answeredShe should check her spam as wellThank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***I want to do the exchange outside of the timeframe as I stated because I was not aware you had a size that would fit meYou are a bunch of liarsYou incorrectly advertise the sizing for your leggings and it's my faultYou have not addressed the fact in my complaint that you say in your email I would definately be a tween when your tween leggings stop at size and I'm a or You have some nerve telling me maybe I should check my spam folderYou as a business should check your spam folderYou deliberely ignored my emails and my ** post you disnt acceptIt does make sense for me to contact you several times when you aren't respondingIt's your fault I ordered the wrong sizeNo need to post your exchange policyI can read you knowI would like a refund for theze leggings that don't fit meYou have terrible cuayomer service skillsIf I treated a client like this I wouldn't have a jobYour business must not be doing well since you cannot make this rightI have over pair of LLR leggings and I could have been a loyal customer to your product but not with the attitude you are giving me and the problems I've hadYou got my emails and post and chose to ignore meI want this resolved. m
Regards,
*** ***

I am sorry to hear of the misunderstanding we have had with the customer. She was infact refunded on November 24th 2017 refunded $110.78 USD on the [redacted] ending in [redacted].The other leggings on the order that were in stock were delivered on 11/25/17 according to [redacted]...

tracking  [redacted]. I am uncertain what else the customer would like us to do since we have refunded her and sent the leggings she was owed. Please let us know. Thank you

Hi [redacted],I reviewed your complaint and then the notes on the account. However I couldnt locate any emails until I searched our spam folder. Generally any emails with vulgar or explicit language are tagged by our spam filter, as our policy prohibits the use of this language.Therefore your...

emails were located in our spam folders. I apologize we didnt receive them. Furthermore the same policy applies online as we do not condone vulgarities on our pages. It seems your missing items must have been lost by the [redacted] as I do not show a delivered date. However, your order was actually refunded more than the stated amount requested to your [redacted] ending in [redacted].In the future your purchases are protected by your credit card and always best to contact them in addition to the [redacted] when a shipment is lost. We insure shipments and a claim can be initiated. Thank you again, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].   
Regards,
[redacted]

Thank you for you inquiry. Unfortunately as I mentioned before via email we will need the tracking number to verify the return as we havent received a return from you.It has also been 7 months since your purchase. At this time we are only able to offer store credit due to the inability to verify the...

tracking of the return and the amount of time that has passed since your purchase. Thank you again. [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
I wasn't refunded until yesterday May 1, 2017. Therefore I was not refunded the amount until AFTER Charlies Project reviewed my complaint with the Revdex.com. Also none of my emails and none of my posts have ever had any vulgar language in them. And neither has the other people's posts who have been taken down.  My refund has been issued, so that's really all I wanted, but I wanted to let the records show that Charlies Project does in fact delete, and ban people from their [redacted] groups for making any posts complaining about their awful products and service.  
Regards,
[redacted]

Hello,We have searched our email as previously stated and do not see those emails they could have went to our spam filter. We also responded to one of those emails telling you YES exchange the leggings so the issue was addressed. We stated that you could exchange them so emailing again asking can you exchange 3 more times makes no sense at all. Please see our policy below and send back the leggings for exchange as previously stated in email. This is all stated on our website and its important to read a companies website to know the guidelines before ordering. We never said in our email you could NOT exchange them. Leggings must be received in same condition as received (unworn). Must have Attached tags & in original plastic bag. Must be free of any perfumes, smoke, pet hair. Leggings not received in this condition for exchange will receive a 25% deduction.Please email [redacted] on reason for exchange.Allow 10 business days for your exchange to be processed.Please ship to: Charlies Project41 Pitts St. Natick,Ma 01760 Please include order#, name and reason for exchange or defect. Thank you and Have a good day!

HI, Unfortunately the return directions were not followed in this case even though it is written on the invoice in the package, on our website under faq and emailed to the customer to follow a few times. Instead the package was marked return to sender and NOT RETURNED to us. It was sent to our...

shipping facility that does not handle returns. Not once in any of the emails did the customer mention they marked the package return to sender as they didn't wish to pay for return shipping! This shipping cost we must absorb. She only mentioned she returned it and we assumed she followed the directions we had emailed on several occasions. But returns require 7-10 business days for processing.The process for returns was not followed as an RMA# was not obtained, nor was it shipped to our returns address for processing. If it was followed then the return would have been received and processed. Furthermore we DO NOT send out exchanges we only issue store credit or refund if within policies. We have implemented Return policies to ensure we receive packages and process them within 7-10 business days. Please see the attached screen shots of our policies, the emails sent to customer regarding the return address etc. However, we had refunded the customer in FULL 2/9. Hopefully she received the refund notice as it seems she didn't receive our responses to emails in regards to the processing of returns or the directions of where it should have been shipped. Since we donate a portion of proceeds to charity we are not able to absorb return shipping and exchange shipping costs. If customer does not understand how to return or are not able to follow directions for their return we would kindly ask to not order our products as we are at a loss in these situations. Its the customers responsibility to follow directions to obtain a store credit or refund. Thank you again, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
In regards to the refund...it was only sent AFTER this claim was filed!  As for the emails, I sent multiple emails letting them know that I had returned the leggings and never could get a response  if I had some communication with the company during the milultiple emails, I would have know what was happening and realized that the return needed more time!  All of my emails were ignored until it, unfortunately had gotten to this point.  I never received ANYTHJNG  stating that I could not return them return to sender  I would like to see that in writing.   Regards,
[redacted]