Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via phone and resolved this matter to her satisfaction. We understand that Ms. [redacted] added a coat by Ellos to her shopping bag but did not check out due to the cost of the item. She...
later received a promotion code offering 20% off the item if she checked out. She attempted to redeem the promotion code but did not notice a reduction in price which led her to contact customer service. She was offered a refund after her order shipped since the offer was not applying to the item on her order. Once her billing statement arrived, she noticed the refund was not listed on her statement. She contacted customer service again and was advised that the discount would not be honored on her order due to the exclusions on the offer. She is requesting a 20% discount on the coat as promised.Our records indicate that a memo was entered on Ms. [redacted]’s file instructing to adjust the coat by 20% after shipment. Unfortunately, the associate that worked the adjustment queue did not check the description of the promotion code and assumed the offer excluded Ellos products. We apologize for this mistake.We issued a 20% discount on the coat reducing the item from$79.90 to $63.92. The $15.98 discount was issued to Ms. [redacted]’s Roaman’s credit card account. We charged $13.99 postage on this order. If the offer had activated at check out, she would have been charged $11.99 since the postage is based on the merchandise total. We refunded $2.00 for the postage difference. The two refunds should post to Ms. [redacted]’s Roaman’s credit card within the next two business days.We thank Ms. [redacted] for taking the time to inquire and apologize for any inconvenience we caused her. Please let us know if you have further questions.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via phone and resolved the matter to her satisfaction.We understand Ms. [redacted] placed an order online and noticed she submitted the order with more items than she expected to order. She called to...
correct the order but was advised that changes could not be made to her order due to a fraud hold and was advised to contact another department for assistance the next day. She was advised that the order would not be processed prior to that department speaking to her. She subsequently called back and was advised that the order had been released for processing. She is requesting a cancellation of the order and a refund.We were unable to edit or cancel the order at the time Ms. [redacted] contacted us due to a fraud hold on her order. A fraud hold does not necessarily mean the order will not process and ship. It only means that the Consumer Protection Department needs to verify the billing and shipping information with the bank in order to release the order for processing. The ordering customer is contacted if any part of the information does not match the information registered with the bank. Since all information matched, the order was released for processing.Ms. [redacted] spoke to one of our resolution specialists on 4/24/17 who advised every effort would be made to cancel her order. Modifying the order was not an option since the order was processing to ship. She was advised that she would be contacted once we received a response from the warehouse. Executive Communications contacted Ms. [redacted] via phone a few hours later to assure her that every effort would be made to cancel her order as she requested. The process to cancel the order was explained as well as the time frame to complete the request. Unfortunately, her expectation was to have the order immediately cancelled.Notification was received this afternoon that the order was successfully cancelled. Ms. [redacted] was not charged for the order. The authorization hold that was placed on her card when she submitted the order has been released. We appreciate the time Ms. [redacted] took to inquire and trust this resolves this matter. If you have further questions or concerns, please feel free to let us know.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive [email protected]
Dear [redacted], Thank you for passing along Ms. [redacted]’s communication. We reached out to her via email and provided the necessary information needed to resolve this matter. We understand that Ms. [redacted] made two purchases on 10/30/16 using a promotional code for 30% off the...
highest price item plus free shipping and handling. When she received her confirmation email, the promotional code was not applied to one of the orders. Ms. [redacted] is requesting to have the promotional code applied to her order. Our records indicate one order was successfully submitted with 30% off the highest priced item plus free shipping and handling. The second order was submitted with a 15% off your order promotional code. As stated in the exclusions of the promotional code: Returns will be credited at the discounted price. Not applicable to gift cards or prior purchases. Applies to subtotal only. May not be redeemed for cash or combined with other offers. Excludes items shipped directly from the manufacturer, clearance, national brands shoes, and national brands lingerie.As a courtesy, our customer service department made a concession and issued a refund for the shipping in the amount of $15.99. Unfortunately, we are unable to honor the request to adjust the 30% off the highest priced item. As stated in the exclusions, the coupon cannot be combined with other offers. We thank Ms. [redacted] for taking the time to inquire and trust that this matter is resolved. Please feel free to let me know if you have any other questions. Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
Dear [redacted],Thank you for passing along [redacted] communication. We reached out to her via phone and provided an explanation and resolved this matter to her satisfaction. We understand Ms. [redacted] returned merchandise and was issued a credit of $41.99 that had to be used within 5...
days. She states she placed an order for a lace dress and lace top which were on backorder until 12/25/16. On 12/15/16 Ms. [redacted] saw a pending authorization in the amount of $59.99 that she was unaware of. Ms. [redacted] is requesting to have her new order honored for the same amount of the sale prices. Our merchandise return policy as presented online, in catalogs, and invoice: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within 90 days. We are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges). For returns made after 90 days we will issue a gift card equal to the purchase price (less shipping and handling charges) that can be used toward a future purchase.”Our records indicate Ms. [redacted] made a purchase on 03/20/16 and returned merchandise on 11/21/16. Per our return policy, a merchandise credit was issued. Our system retains the gift card information for only 90 days. Thereafter it will still be valid, however the customer will need to provide the details noted on the letter (gift card number and pin) to redeem it towards a new order. It is important for the customer to retain the Gift Card/pin number for their records as Roaman's is not responsible for lost or misplaced Gift Cards. On 11/29/16 a mail exchange order was fulfilled in the amount of $59.99. Ms. [redacted] stated she requested an exchange for a top and dress. Unfortunately, an exchange for the original dress was made and was charged in the amount of $59.99. Ms. [redacted] has returned the merchandise and the return tracking confirms the merchandise is on its’ way to our warehouse. As a courtesy, we have issued an upfront credit of $59.99 for the return. We advise Ms. [redacted] to allow 3-5 business days for the refund to reflect onto her account.Today, 12/27/16, we have placed the new order for Ms. [redacted] honoring the sale price and using her merchandise credit.We thank Ms. [redacted] for taking the time to inquire and trust that we solved this matter to her satisfaction. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive Communications500 S. Mesa Hills Dr., El Paso, TX 79912Office: 1.800.781.9168 | Fax: 1.800.265.7073
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via phone and provide the information necessary to resolve this matter.We understand that Ms. [redacted] placed an order for a jacket in the color bright cobalt at the price of $34.88. The jacket was...
backordered at the time of sale and was further backordered 3 additional times. Ms. [redacted] no longer wishes to wait for the backordered jacket and requested to change to an available color.Ms. [redacted] was informed that the only color available in her price rage was the honey mustard which was not a color she liked. Ms. [redacted] wants the option to select from the 12 available colors that are offered online. She was not provided the option to select those colors unless she was willing to pay a higher price for those colors.Sometimes only specific colors or sizes are offered at the reduced prices. Our records indicate that Ms. [redacted] ordered the jacket from the clearance colors that have been discontinued. Clearance items are offered in limited colors and sizes. She asked to replace the backordered color for a color that was available in her size. The only color that was still available at the clearance price was the color honey mustard which is now further reduced to the price $24.88.The jacket is available in new colors but the price for those colors is priced $69.99 to $79.99 in her size, depending on the color selected. Ms. [redacted] has the option to select any of the new colors but she will be charged a higher price. Ms. [redacted] indicates the website does not provide a distinction between the colors on clearance and the other colors. The clearance colors are grouped on a separate web page with the word clearance. The higher priced colors are displayed separately and the word clearance is not displayed. The item number for each will differ since we change the last 4 digits on the clearance item. Please see attachment.Ms. [redacted] was contacted via phone and an explanation was provided. She was invited to order any of the available colors at the 69.99 to79.99 price and a promotion code for 40% off the item was provided. She chose not to take advantage of this offer but the promotion code was provided and she can redeem it at a later date.We thank Ms. [redacted] for taking the time to inquire and we trust that we have answered her questions and resolved this matter.Sincerely,Lorena M[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Dear [redacted],Thank you for passing along [redacted] communication. We reached out to him via phone and resolved the matter to his satisfaction. We understand that Mr. [redacted] placed his order online which displayed an order total of $40.46. The two shirts had special offers...
which discounted the shirt and activated one free. The two shirts had a monogramming request on the left sleeve of each shirt. Mr. [redacted] received the wrong size and one shirt was not monogrammed. The shipped order was charged more than the order total on the submitted order.Mr. [redacted] informed us that he called to change the sleeve length of the shirts he order. The BOGO deal offered online had a second online only offer which reduced the price of the shirt to the price of $22.49. Any changes made via phone will cause an order to drop any online only offers. Due to a keying error, the size was incorrectly entered and the monogramming was left out on one shirt. Our records indicate that the return package will be delivered to our warehouse tomorrow. We issued a full refund for the return in the amount of $49.97 which should post to Mr. [redacted]’s KingSize account within the next 2 business days. Mr. [redacted] received assistance with a reorder which should arrive within the next 6 business days. The reorder has a total in the amount of $39.22.We apologize for any inconvenience we caused Mr. [redacted] and we thank him for taking the time to inquire. We trust that this matter is now resolved. Please let us know if you have further questions or concerns.Sincerely,Lorena [redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073l[redacted]@fbbrands.com
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via email and provided the information needed to resolve the matter. We understand Ms. [redacted] returned merchandise and was issued an e-gift card for the merchandise she returned. Ms....
[redacted] is requesting to have the refund issued to her original method of payment. Per our return policy outlined online: “By using our free return label included in your order, you will receive an E-Gift Card(s).To make returns as easy as possible, we have included a trackable return shipping label in your order. Simply remove the label from the bottom portion of the return information form and place it on the package. You will receive non-expiring E-Gift Card(s) for your return in the dollar amount of your returned item(s) only. (This does not include your original shipping and handling fees). Please allow up to 3 business days to receive your swimsuitsforall E-Gift Card(s) after we have received your return. You will receive an email notifying you of each E-Gift Card and how to redeem it.All returned products must be in their original condition, unworn, unwashed, with original tags and the panty protective strip intact. No E-Gift Cards will be issued for products that do not meet these criteria.Please include your completely filled out return information form in your return box or the E-Gift Card process may be delayed. Returns lost or damaged in transit are the responsibility of the customer, so be sure to keep a record of your tracking number as a reference. If you used the label provided, you can track your return by entering the tracking number at fedex.com. All customers will receive an email notification when their return has been received. If you have a registered account with us, log in at Account to see if your return has been processed.” As indicated, an e-gift card will be issued if the pre-paid label is used. The original shipping and handling fees are not refunded. Unfortunately, we are unable to assist Ms. [redacted]’s request to have the refund issued to her original method of payment. We thank Ms. [redacted] for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. Lorena M[redacted] was wonderful to work with. I really appreciate her help and reinforced my belief that Roman's is a good company that stands by their word. You just have to get to the right person if you are told something different than what you were promised.
Regards,
[redacted]
Dear [redacted],Thank you for passing along [redacted]’s communication. We were unable at reach her via phone but a message was left on her voice mail. We followed up via email when our call was not returned. We understand Ms. [redacted] placed an order in the amount of $270.01 on 7/21/17....
When she received her package, one item was missing. She contacted our Online Customer Service Department and was advised the item shipped separately but there was no tracking number to provide. Ms. [redacted] is requesting to have the merchandise shipped to her. Our records indicate Ms. [redacted]’s order shipped on 7/25/17. One of the items shipped separately on the same day. Unfortunately, our system was not updated with the tracking number for the missing package. She was provided the correct process by Online Customer Service. A package cannot be considered lost or stolen until the 20th business day when tracking information is not available.We issued a refund to Ms. [redacted]’s PayPal account in the amount of $26.45. The $26.45 refund includes the merchandise amount of $24.49 plus the applicable tax in the amount of $1.96. We ask Ms. [redacted] to she contacts us in the event the package is delivered. Unfortunately, we are unable to reorder the item for Ms. [redacted], as it is no longer available. In a separate email, we have provided Ms. [redacted] a promotional code to use on a future purchase and her file has been noted to provide free shipping on the new order.We thank Ms. [redacted] for taking the time to inquire and trust this matter is now resolved. Please feel free to let me know if you have any other questions. Sincerely,Jasmine D[redacted] FullBeauty Brands Executive Communications500 S. Mesa Hills Dr., El Paso, TX 79912Office: 1.800.781.9168 | Fax: 1.800.265.7073
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and provided an explanation.We understand that Ms. [redacted] returned lingerie in 2014 and was issued merchandise credit gift cards. Ms. [redacted] states she did not receive the gift card information....
She is requesting to have a new gift cards issued to her.Our goal is our customer’s complete satisfaction! All unworn, unwashed, or defective merchandise may be returned within 90 days. We are happy to issue a refund of the purchase price (excluding shipping and handling charges). Our records indicate Ms. [redacted] returned the merchandise from a 12/29/13 order and a 4/9/14 order. The merchandise was refunded the amounts of $46.98 and $70.49 on 12/1/14 and $161.00 on 12/03/14 in the form of merchandise credit gift cards due to the length of time it took Ms. [redacted] to return the merchandise. Three letters containing contained the gift card number and pin number for each refund were sent separately via the USPS to Ms. [redacted]’s billing address. To date, we don’t show mail return from this address. Ms. [redacted]’s letter indicates that during the time she returned the merchandise through 2015, she was going through personal trials due to illness of a parent. She wrote that she does not recall receiving the letters but she does state that if she had received them they are certainly misplaced. Our system retains the gift card information for 90 days. Thereafter it will still be valid; however, the customer will need to provide the details noted on the letter (gift card number and pin) to redeem it towards a new order. It is important for the customer to retain the Gift Card/pin number for their records as fullbeauty is not responsible for lost or misplaced Gift Cards. The gift card information was removed from our system and we don’t have the ability to search for the gift card or to verify if the gift card has been redeemed. Ms. [redacted] would need to provide the gift card number for us to access the information. We thank Ms. [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matter. Please feel free to let me know if you have any other questions.Sincerely,Lorena M[redacted] Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The woman that contacted me wants the card number from the Visa used so she can charge the refund amount to it before issuing a refund check. Obviously if I had the card number I wouldn't have filed a complaint. They are doing nothing. They need to issue a check for the refund amount.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via email and resolved the matter to her satisfaction.We understand Ms. [redacted] placed an order 6/9/16 but the merchandise was back-ordered and shipped at a later date. She was charged to her America...
Express on 8/11/16 and noticed another charge post on 8/30/16 for the same amount. She contacted Swimsuitsforall on 10/14/16 to inform us of the billing error but the issue was not resolved. She was advised to resolve this matter with her credit card company. She is requesting a refund of the duplicate charge in the amount of $157.39.Our records indicate that the order was placed on 6/9/16 and the back-ordered merchandise shipped on 7/19/16. We attempted to charge Ms. [redacted]’s American Express card on 7/20/16 but the attempt was unsuccessful. Additional unsuccessful attempts were submitted on 7/25/16, 8/1/16, and 8/8/16. On 08/10/16 we manually submitted the charge in the amount of $157.39 which successfully settled. Unfortunately, the system continued to attempt to settle the original transaction on 8/15/16 and 8/22/16 unsuccessfully. On 8/10/16, the charge settled resulting in a duplicate charge.We issued a refund in the amount of $157.39 to Ms. [redacted]’s American Express card which should post within the next two business days. We sincerely apologize for any inconvenience we have caused her and thank her for her patience and understanding. We trust that this matter is not resolved. If you have further questions or concerns, please feel free to let us know.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
Dear [redacted], Thank you for passing along [redacted] [redacted]‘s communication. We reached out to him via phone and resolved this matter to his satisfaction. We understand that Mr. [redacted] placed an order via phone on 6/6/17 and was offered a 9' Tilt and Crank Umbrella at a 20% discount if...
he added the item to his order. He accepted the offer and requested the color taupe. He received his order but was missing the umbrella. He called the customer service and was advised that the umbrella was not on his order. The umbrella was then ordered for him and was advised that 20% would be refunded in order to honor the discount price. He was also provided with free shipping and was guaranteed a delivery date of 6/27/2017. On 6/28/17, he called customer service since the merchandise did not arrive on the date provided. He was informed that the umbrella had shipped standard delivery with an estimated delivery date of 7/3/17. He is requesting a $40.00 refund as compensation for the inconvenience this has caused him.Our records indicate that Mr. [redacted] ordered an umbrella stand in the amount of $24.99. He was then offered an umbrella at a 20%. The umbrella was $49 buy he would pay $39.20 if added to the order. He accepted the umbrella at a discount. Unfortunately, the associate that placed the order entered the item but failed to store the item on the order. The order total that was provided at the end of the order was $32.98 which is the price of the stand and $7.99 shipping. Our recorded calls indicate Mr. [redacted] called on 6/21/17 after receiving his order. He called to inquire about the status of the umbrella he did not receive. He was informed that the order he received did not include an umbrella. He was then transferred to customer service and an order was placed for him with free shipping. He was advised that a 20% discount would be issued as a refund to his credit card in order to honor the discount offered to him. The refund was issued on 6/27/17 in the amount of $9.80. Mr. [redacted] requested express delivery on the umbrella order but was advised that the item could not be expressed due to the weight or size of the item. The customer service associate provided the incorrect expected date of delivery of 6/27/17.We value Mr. [redacted] as a customer and apologize for all the inconvenience we caused him. Mr. [redacted] requested $40.00 as compensation for a $39.20 order. We reached out to him and explained that we would be unable to offer $40.00 as compensation. Mr. [redacted] did accepted a counter offer for a refund in the amount of $7.99 which we issued to his original payment method. We ask that he allow 2 business days for the refund to post to his credit card account.We thank Ms. [redacted] for taking the time to inquire and trust this matter is now resolved.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and provided an explanation. We understand Ms. [redacted] received a catalog advertising 50% off all shirts. When she went online to place her order, a 30% off an entire order was offered. When Ms....
[redacted] completed her order, the 50% off shirts was not applied. Ms. [redacted] is requesting to have the 50% off shirts honored. Unfortunately, our Roaman’s catalog had a misprint. The catalog should have stated: “Up to 50% off all shirts.” However, the prices reflected on the catalog are discounted at the correct price with the correct discount. As stated online in the Disclaimer section:“THIS SITE AND ANY OTHER SITE THAT LISTS OUR PRODUCTS, AND ALL MATERIALS CONTAINED ON THIS SITE AND ANY OTHER SITE THAT LISTS OUR PRODUCTS, INCLUDING ANY OF OTHER SERVICES, ARE DISTRIBUTED AND TRANSMITTED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. WE DO NOT WARRANT THAT: (A) THE CONTENTS OF THIS SITE OR ANY OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS (INCLUDING PRICING, DESCRIPTION AND OTHER PRODUCT INFORMATION) WILL BE ACCURATE, RELIABLE, CURRENT OR ERROR-FREE, OR THAT ANY ERRORS IN SUCH CONTENTS WILL BE CORRECTED; OR MISTAKES IN PRICING OR OTHER PRODUCT DETAILS WILL BE HONORED; (B) THAT THIS SITE, ANY OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS OR THE SERVERS THAT MAKE SUCH SITES AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS; OR (C) THAT YOUR USE OF THIS SITE OR OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS WILL BE UNINTERRUPTED. DESPITE OUR BEST EFFORTS, FROM TIME TO TIME ITEMS ON THIS SITE OR ANY OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS MAY BE MISPRICED. IF AN ITEM’S CORRECT PRICE IS HIGHER THAN THE LISTED PRICE, WE RESERVE THE RIGHT, IN OUR SOLE DISCRETION, TO CANCEL YOUR ORDER AND NOTIFY YOU OF SUCH CANCELLATION. IF A PRODUCT OFFERED ON THIS SITE OR ANY OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS IS NOT AS DESCRIBED, YOUR SOLE REMEDY IS TO RETURN IT IN UNUSED CONDITION.”We thank Ms. [redacted] for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear [redacted], Thank you for passing along [redacted]‘s communication. We contacted her via phone and provided an explanation regarding her returns and the fees associated with the returns. We understand that Ms. [redacted] returned three out of the four orders and was charged...
a $7.50 Easy Return Label (ERL) fee for each return. She stated that the merchandise has sizing and color issues and feels she should not be responsible for the $22.50 Easy Return Label fees and the postage she paid to have the merchandise mailed to her. Ms. [redacted] is seeking a refund of the ERL fees and shipping and handling fees. Ms. [redacted] indicates that the reason for return was the merchandise was not as pictured; color of merchandise was not the same color tone as displayed on her monitor. The individual settings on a monitor can change the tones of the colors it displays. Ms. [redacted] expected the colors to appear as she saw them on her monitor. She stated that different styles had different fits. She mentioned a ¾ sleeve tunic she purchased in average length had a different fit from a short sleeve tee she purchased in the average length. These two styles were purchased in the same size but have two different lengths and different cuts. As displayed on our website, the fit for the short sleeve tunic is comfortable and generously cut with a 28 inch length that falls just below the hips. The ¾ sleeve tunic has a relaxed fit in a 30 inch length which falls to the upper thighs. She also purchased an elbow sleeve A-line V-neck tunic. The A-line cut will fit much looser than the scoop neck and crew neck.The ¾ sleeve tunic has a scoop neck while the short sleeve is a crew neck. The scoop neck would have a lower neck line and the crew neck would offer more coverage. The V-neck is perfectly proportioned but will have a lower neck line than the crew neck.Ms. [redacted] returned the merchandise using our Easy Return Labels (ERL) which was attached to her invoices. The returns were processed and refunded on the following dates: Date # of Items Invoice Refund 03/09/16 10 items [redacted] $84.90 03/10/16 1 item [redacted] $39.99 02/29/16 8 items [redacted] $48.88 Our merchandise return policy as presented online, in catalogs, and our invoices: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within 90 days. We are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges). “Our invoices and the website informed Ms. [redacted] that she can use the return label on the front of the invoice and the cost of $7.50 would be deducted when processing her return. The amount of $7.50 was deducted for each return label used to return merchandise for a total deduction of $22.50.As a courtesy, Ms. [redacted] received a refund in the amount of $22.50 through our customer service department on 3/12/16 which was credited to her Woman Within credit card. She was informed on a 3/11/16 chat that the ERL label on her most recent order had been activated free of charge so she can return the merchandise at no cost to her. Per our return policy, the shipping and handling fees as well as the express fee is not refundable. We thank Ms. [redacted] for taking the time to inquiry and trust that this resolves this matter. Please feel free to let me know if you have any other questions.Sincerely,Lorena [redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073l[redacted]@fbbrands.com
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via phone and resolved the matter to her satisfaction.We understand that Ms. [redacted] received a defective/broken wood corner fence with a solar light. She contacted us via email to have a...
replacement sent to her but received a $50 gift card since the item was sold out. Ms. [redacted] states that she replied via email indicating she did not want the $50 gift card and requested to have the funds credited to her Visa but did not receive a reply.Ms. [redacted]’s order consisted of two wood corner fences with solar light at the price of $39.99 each. The two items were shipped on different dates. Her order total was as follows: Merchandise amount: $79.98 Postage: $15.99 Tax: $8.26 Order Total: $104.23 Our records indicate that Ms. [redacted] sent two emails. The first email was to inform us that she received a defective or broken item. We issued a gift card for the merchandise amount of $39.99, $3.96 in applicable tax and $6.00 in postage for a total adjustment in the amount of $49.95 which rounded off to a $50 gift card. The postage on Ms. [redacted]’s order was prorated and the amount of postage that was refunded was for the additional cost to ship a second item on her order. Ms. [redacted] sent a second email indicated that she did not want a refund but a replacement. She did not mention that she did not want the gift card. Our policy is to void the gift card and issue a refund to the original payment method if it is requested by the customer. We have voided the $50 gift card as requested in Ms. [redacted]’s communication and the amount of $50.00 was refunded to her Visa which should post within the next 2 business days.We thank Ms. [redacted] for taking the time to inquire and apologize for any inconvenience this caused her. Please feel free to let me know if you have any other questions.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749lm[redacted]@fbbrands.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted]r’s communication. We reached out to her via email and resolved the matter to her satisfaction.Ms. [redacted] returned merchandise that was delivered to our warehouse on 3/10/16. Ms. [redacted] inquired about her refund via phone and was notified...
that her return was processing the same day of each phone contact. As of the date of the inquiry, she has not received a refund for her return.Our records indicate that the warehouse began processing her return on 3/10/16 but a computer error occurred that kept the status of the return as “in process” for 18 days. Our IT department has corrected this issue and a refund was released this morning in the amount of $292.41 and $100.49 for a total refund in the amount of $392.90. PayPal normally posts refunds within 5 business days.We appreciate the time Ms. [redacted] took to inquire and we trust that this resolves this matter. Please feel free to let me know if you have any other questions.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.800.265.7073lm[redacted]@fbbrands.com
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via phone and resolved this matter to her satisfaction. We understand that Ms. [redacted] added a coat by Ellos to her shopping bag but did not check out due to the cost of the item. She...
later received a promotion code offering 20% off the item if she checked out. She attempted to redeem the promotion code but did not notice a reduction in price which led her to contact customer service. She was offered a refund after her order shipped since the offer was not applying to the item on her order. Once her billing statement arrived, she noticed the refund was not listed on her statement. She contacted customer service again and was advised that the discount would not be honored on her order due to the exclusions on the offer. She is requesting a 20% discount on the coat as promised.Our records indicate that a memo was entered on Ms. [redacted]’s file instructing to adjust the coat by 20% after shipment. Unfortunately, the associate that worked the adjustment queue did not check the description of the promotion code and assumed the offer excluded Ellos products. We apologize for this mistake.We issued a 20% discount on the coat reducing the item from$79.90 to $63.92. The $15.98 discount was issued to Ms. [redacted]’s Roaman’s credit card account. We charged $13.99 postage on this order. If the offer had activated at check out, she would have been charged $11.99 since the postage is based on the merchandise total. We refunded $2.00 for the postage difference. The two refunds should post to Ms. [redacted]’s Roaman’s credit card within the next two business days.We thank Ms. [redacted] for taking the time to inquire and apologize for any inconvenience we caused her. Please let us know if you have further questions.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via phone and resolved the matter to her satisfaction.We understand Ms. [redacted] placed an order online and noticed she submitted the order with more items than she expected to order. She called to...
correct the order but was advised that changes could not be made to her order due to a fraud hold and was advised to contact another department for assistance the next day. She was advised that the order would not be processed prior to that department speaking to her. She subsequently called back and was advised that the order had been released for processing. She is requesting a cancellation of the order and a refund.We were unable to edit or cancel the order at the time Ms. [redacted] contacted us due to a fraud hold on her order. A fraud hold does not necessarily mean the order will not process and ship. It only means that the Consumer Protection Department needs to verify the billing and shipping information with the bank in order to release the order for processing. The ordering customer is contacted if any part of the information does not match the information registered with the bank. Since all information matched, the order was released for processing.Ms. [redacted] spoke to one of our resolution specialists on 4/24/17 who advised every effort would be made to cancel her order. Modifying the order was not an option since the order was processing to ship. She was advised that she would be contacted once we received a response from the warehouse. Executive Communications contacted Ms. [redacted] via phone a few hours later to assure her that every effort would be made to cancel her order as she requested. The process to cancel the order was explained as well as the time frame to complete the request. Unfortunately, her expectation was to have the order immediately cancelled.Notification was received this afternoon that the order was successfully cancelled. Ms. [redacted] was not charged for the order. The authorization hold that was placed on her card when she submitted the order has been released. We appreciate the time Ms. [redacted] took to inquire and trust this resolves this matter. If you have further questions or concerns, please feel free to let us know.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive [email protected]
Dear [redacted], Thank you for passing along Ms. [redacted]’s communication. We reached out to her via email and provided the necessary information needed to resolve this matter. We understand that Ms. [redacted] made two purchases on 10/30/16 using a promotional code for 30% off the...
highest price item plus free shipping and handling. When she received her confirmation email, the promotional code was not applied to one of the orders. Ms. [redacted] is requesting to have the promotional code applied to her order. Our records indicate one order was successfully submitted with 30% off the highest priced item plus free shipping and handling. The second order was submitted with a 15% off your order promotional code. As stated in the exclusions of the promotional code: Returns will be credited at the discounted price. Not applicable to gift cards or prior purchases. Applies to subtotal only. May not be redeemed for cash or combined with other offers. Excludes items shipped directly from the manufacturer, clearance, national brands shoes, and national brands lingerie.As a courtesy, our customer service department made a concession and issued a refund for the shipping in the amount of $15.99. Unfortunately, we are unable to honor the request to adjust the 30% off the highest priced item. As stated in the exclusions, the coupon cannot be combined with other offers. We thank Ms. [redacted] for taking the time to inquire and trust that this matter is resolved. Please feel free to let me know if you have any other questions. Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
Dear [redacted],Thank you for passing along [redacted] communication. We reached out to her via phone and provided an explanation and resolved this matter to her satisfaction. We understand Ms. [redacted] returned merchandise and was issued a credit of $41.99 that had to be used within 5...
days. She states she placed an order for a lace dress and lace top which were on backorder until 12/25/16. On 12/15/16 Ms. [redacted] saw a pending authorization in the amount of $59.99 that she was unaware of. Ms. [redacted] is requesting to have her new order honored for the same amount of the sale prices. Our merchandise return policy as presented online, in catalogs, and invoice: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within 90 days. We are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges). For returns made after 90 days we will issue a gift card equal to the purchase price (less shipping and handling charges) that can be used toward a future purchase.”Our records indicate Ms. [redacted] made a purchase on 03/20/16 and returned merchandise on 11/21/16. Per our return policy, a merchandise credit was issued. Our system retains the gift card information for only 90 days. Thereafter it will still be valid, however the customer will need to provide the details noted on the letter (gift card number and pin) to redeem it towards a new order. It is important for the customer to retain the Gift Card/pin number for their records as Roaman's is not responsible for lost or misplaced Gift Cards. On 11/29/16 a mail exchange order was fulfilled in the amount of $59.99. Ms. [redacted] stated she requested an exchange for a top and dress. Unfortunately, an exchange for the original dress was made and was charged in the amount of $59.99. Ms. [redacted] has returned the merchandise and the return tracking confirms the merchandise is on its’ way to our warehouse. As a courtesy, we have issued an upfront credit of $59.99 for the return. We advise Ms. [redacted] to allow 3-5 business days for the refund to reflect onto her account.Today, 12/27/16, we have placed the new order for Ms. [redacted] honoring the sale price and using her merchandise credit.We thank Ms. [redacted] for taking the time to inquire and trust that we solved this matter to her satisfaction. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive Communications500 S. Mesa Hills Dr., El Paso, TX 79912Office: 1.800.781.9168 | Fax: 1.800.265.7073
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via phone and provide the information necessary to resolve this matter.We understand that Ms. [redacted] placed an order for a jacket in the color bright cobalt at the price of $34.88. The jacket was...
backordered at the time of sale and was further backordered 3 additional times. Ms. [redacted] no longer wishes to wait for the backordered jacket and requested to change to an available color.Ms. [redacted] was informed that the only color available in her price rage was the honey mustard which was not a color she liked. Ms. [redacted] wants the option to select from the 12 available colors that are offered online. She was not provided the option to select those colors unless she was willing to pay a higher price for those colors.Sometimes only specific colors or sizes are offered at the reduced prices. Our records indicate that Ms. [redacted] ordered the jacket from the clearance colors that have been discontinued. Clearance items are offered in limited colors and sizes. She asked to replace the backordered color for a color that was available in her size. The only color that was still available at the clearance price was the color honey mustard which is now further reduced to the price $24.88.The jacket is available in new colors but the price for those colors is priced $69.99 to $79.99 in her size, depending on the color selected. Ms. [redacted] has the option to select any of the new colors but she will be charged a higher price. Ms. [redacted] indicates the website does not provide a distinction between the colors on clearance and the other colors. The clearance colors are grouped on a separate web page with the word clearance. The higher priced colors are displayed separately and the word clearance is not displayed. The item number for each will differ since we change the last 4 digits on the clearance item. Please see attachment.Ms. [redacted] was contacted via phone and an explanation was provided. She was invited to order any of the available colors at the 69.99 to79.99 price and a promotion code for 40% off the item was provided. She chose not to take advantage of this offer but the promotion code was provided and she can redeem it at a later date.We thank Ms. [redacted] for taking the time to inquire and we trust that we have answered her questions and resolved this matter.Sincerely,Lorena M[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Dear [redacted],Thank you for passing along [redacted] communication. We reached out to him via phone and resolved the matter to his satisfaction. We understand that Mr. [redacted] placed his order online which displayed an order total of $40.46. The two shirts had special offers...
which discounted the shirt and activated one free. The two shirts had a monogramming request on the left sleeve of each shirt. Mr. [redacted] received the wrong size and one shirt was not monogrammed. The shipped order was charged more than the order total on the submitted order.Mr. [redacted] informed us that he called to change the sleeve length of the shirts he order. The BOGO deal offered online had a second online only offer which reduced the price of the shirt to the price of $22.49. Any changes made via phone will cause an order to drop any online only offers. Due to a keying error, the size was incorrectly entered and the monogramming was left out on one shirt. Our records indicate that the return package will be delivered to our warehouse tomorrow. We issued a full refund for the return in the amount of $49.97 which should post to Mr. [redacted]’s KingSize account within the next 2 business days. Mr. [redacted] received assistance with a reorder which should arrive within the next 6 business days. The reorder has a total in the amount of $39.22.We apologize for any inconvenience we caused Mr. [redacted] and we thank him for taking the time to inquire. We trust that this matter is now resolved. Please let us know if you have further questions or concerns.Sincerely,Lorena [redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073l[redacted]@fbbrands.com
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via email and provided the information needed to resolve the matter. We understand Ms. [redacted] returned merchandise and was issued an e-gift card for the merchandise she returned. Ms....
[redacted] is requesting to have the refund issued to her original method of payment. Per our return policy outlined online: “By using our free return label included in your order, you will receive an E-Gift Card(s).To make returns as easy as possible, we have included a trackable return shipping label in your order. Simply remove the label from the bottom portion of the return information form and place it on the package. You will receive non-expiring E-Gift Card(s) for your return in the dollar amount of your returned item(s) only. (This does not include your original shipping and handling fees). Please allow up to 3 business days to receive your swimsuitsforall E-Gift Card(s) after we have received your return. You will receive an email notifying you of each E-Gift Card and how to redeem it.All returned products must be in their original condition, unworn, unwashed, with original tags and the panty protective strip intact. No E-Gift Cards will be issued for products that do not meet these criteria.Please include your completely filled out return information form in your return box or the E-Gift Card process may be delayed. Returns lost or damaged in transit are the responsibility of the customer, so be sure to keep a record of your tracking number as a reference. If you used the label provided, you can track your return by entering the tracking number at fedex.com. All customers will receive an email notification when their return has been received. If you have a registered account with us, log in at Account to see if your return has been processed.” As indicated, an e-gift card will be issued if the pre-paid label is used. The original shipping and handling fees are not refunded. Unfortunately, we are unable to assist Ms. [redacted]’s request to have the refund issued to her original method of payment. We thank Ms. [redacted] for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. Lorena M[redacted] was wonderful to work with. I really appreciate her help and reinforced my belief that Roman's is a good company that stands by their word. You just have to get to the right person if you are told something different than what you were promised.
Regards,
[redacted]
Dear [redacted],Thank you for passing along [redacted]’s communication. We were unable at reach her via phone but a message was left on her voice mail. We followed up via email when our call was not returned. We understand Ms. [redacted] placed an order in the amount of $270.01 on 7/21/17....
When she received her package, one item was missing. She contacted our Online Customer Service Department and was advised the item shipped separately but there was no tracking number to provide. Ms. [redacted] is requesting to have the merchandise shipped to her. Our records indicate Ms. [redacted]’s order shipped on 7/25/17. One of the items shipped separately on the same day. Unfortunately, our system was not updated with the tracking number for the missing package. She was provided the correct process by Online Customer Service. A package cannot be considered lost or stolen until the 20th business day when tracking information is not available.We issued a refund to Ms. [redacted]’s PayPal account in the amount of $26.45. The $26.45 refund includes the merchandise amount of $24.49 plus the applicable tax in the amount of $1.96. We ask Ms. [redacted] to she contacts us in the event the package is delivered. Unfortunately, we are unable to reorder the item for Ms. [redacted], as it is no longer available. In a separate email, we have provided Ms. [redacted] a promotional code to use on a future purchase and her file has been noted to provide free shipping on the new order.We thank Ms. [redacted] for taking the time to inquire and trust this matter is now resolved. Please feel free to let me know if you have any other questions. Sincerely,Jasmine D[redacted] FullBeauty Brands Executive Communications500 S. Mesa Hills Dr., El Paso, TX 79912Office: 1.800.781.9168 | Fax: 1.800.265.7073
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and provided an explanation.We understand that Ms. [redacted] returned lingerie in 2014 and was issued merchandise credit gift cards. Ms. [redacted] states she did not receive the gift card information....
She is requesting to have a new gift cards issued to her.Our goal is our customer’s complete satisfaction! All unworn, unwashed, or defective merchandise may be returned within 90 days. We are happy to issue a refund of the purchase price (excluding shipping and handling charges). Our records indicate Ms. [redacted] returned the merchandise from a 12/29/13 order and a 4/9/14 order. The merchandise was refunded the amounts of $46.98 and $70.49 on 12/1/14 and $161.00 on 12/03/14 in the form of merchandise credit gift cards due to the length of time it took Ms. [redacted] to return the merchandise. Three letters containing contained the gift card number and pin number for each refund were sent separately via the USPS to Ms. [redacted]’s billing address. To date, we don’t show mail return from this address. Ms. [redacted]’s letter indicates that during the time she returned the merchandise through 2015, she was going through personal trials due to illness of a parent. She wrote that she does not recall receiving the letters but she does state that if she had received them they are certainly misplaced. Our system retains the gift card information for 90 days. Thereafter it will still be valid; however, the customer will need to provide the details noted on the letter (gift card number and pin) to redeem it towards a new order. It is important for the customer to retain the Gift Card/pin number for their records as fullbeauty is not responsible for lost or misplaced Gift Cards. The gift card information was removed from our system and we don’t have the ability to search for the gift card or to verify if the gift card has been redeemed. Ms. [redacted] would need to provide the gift card number for us to access the information. We thank Ms. [redacted] for taking the time to inquire and trust that we provided the information required to resolve this matter. Please feel free to let me know if you have any other questions.Sincerely,Lorena M[redacted] Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The woman that contacted me wants the card number from the Visa used so she can charge the refund amount to it before issuing a refund check. Obviously if I had the card number I wouldn't have filed a complaint. They are doing nothing. They need to issue a check for the refund amount.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via email and resolved the matter to her satisfaction.We understand Ms. [redacted] placed an order 6/9/16 but the merchandise was back-ordered and shipped at a later date. She was charged to her America...
Express on 8/11/16 and noticed another charge post on 8/30/16 for the same amount. She contacted Swimsuitsforall on 10/14/16 to inform us of the billing error but the issue was not resolved. She was advised to resolve this matter with her credit card company. She is requesting a refund of the duplicate charge in the amount of $157.39.Our records indicate that the order was placed on 6/9/16 and the back-ordered merchandise shipped on 7/19/16. We attempted to charge Ms. [redacted]’s American Express card on 7/20/16 but the attempt was unsuccessful. Additional unsuccessful attempts were submitted on 7/25/16, 8/1/16, and 8/8/16. On 08/10/16 we manually submitted the charge in the amount of $157.39 which successfully settled. Unfortunately, the system continued to attempt to settle the original transaction on 8/15/16 and 8/22/16 unsuccessfully. On 8/10/16, the charge settled resulting in a duplicate charge.We issued a refund in the amount of $157.39 to Ms. [redacted]’s American Express card which should post within the next two business days. We sincerely apologize for any inconvenience we have caused her and thank her for her patience and understanding. We trust that this matter is not resolved. If you have further questions or concerns, please feel free to let us know.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
Dear [redacted], Thank you for passing along [redacted] [redacted]‘s communication. We reached out to him via phone and resolved this matter to his satisfaction. We understand that Mr. [redacted] placed an order via phone on 6/6/17 and was offered a 9' Tilt and Crank Umbrella at a 20% discount if...
he added the item to his order. He accepted the offer and requested the color taupe. He received his order but was missing the umbrella. He called the customer service and was advised that the umbrella was not on his order. The umbrella was then ordered for him and was advised that 20% would be refunded in order to honor the discount price. He was also provided with free shipping and was guaranteed a delivery date of 6/27/2017. On 6/28/17, he called customer service since the merchandise did not arrive on the date provided. He was informed that the umbrella had shipped standard delivery with an estimated delivery date of 7/3/17. He is requesting a $40.00 refund as compensation for the inconvenience this has caused him.Our records indicate that Mr. [redacted] ordered an umbrella stand in the amount of $24.99. He was then offered an umbrella at a 20%. The umbrella was $49 buy he would pay $39.20 if added to the order. He accepted the umbrella at a discount. Unfortunately, the associate that placed the order entered the item but failed to store the item on the order. The order total that was provided at the end of the order was $32.98 which is the price of the stand and $7.99 shipping. Our recorded calls indicate Mr. [redacted] called on 6/21/17 after receiving his order. He called to inquire about the status of the umbrella he did not receive. He was informed that the order he received did not include an umbrella. He was then transferred to customer service and an order was placed for him with free shipping. He was advised that a 20% discount would be issued as a refund to his credit card in order to honor the discount offered to him. The refund was issued on 6/27/17 in the amount of $9.80. Mr. [redacted] requested express delivery on the umbrella order but was advised that the item could not be expressed due to the weight or size of the item. The customer service associate provided the incorrect expected date of delivery of 6/27/17.We value Mr. [redacted] as a customer and apologize for all the inconvenience we caused him. Mr. [redacted] requested $40.00 as compensation for a $39.20 order. We reached out to him and explained that we would be unable to offer $40.00 as compensation. Mr. [redacted] did accepted a counter offer for a refund in the amount of $7.99 which we issued to his original payment method. We ask that he allow 2 business days for the refund to post to his credit card account.We thank Ms. [redacted] for taking the time to inquire and trust this matter is now resolved.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and provided an explanation. We understand Ms. [redacted] received a catalog advertising 50% off all shirts. When she went online to place her order, a 30% off an entire order was offered. When Ms....
[redacted] completed her order, the 50% off shirts was not applied. Ms. [redacted] is requesting to have the 50% off shirts honored. Unfortunately, our Roaman’s catalog had a misprint. The catalog should have stated: “Up to 50% off all shirts.” However, the prices reflected on the catalog are discounted at the correct price with the correct discount. As stated online in the Disclaimer section:“THIS SITE AND ANY OTHER SITE THAT LISTS OUR PRODUCTS, AND ALL MATERIALS CONTAINED ON THIS SITE AND ANY OTHER SITE THAT LISTS OUR PRODUCTS, INCLUDING ANY OF OTHER SERVICES, ARE DISTRIBUTED AND TRANSMITTED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. WE DO NOT WARRANT THAT: (A) THE CONTENTS OF THIS SITE OR ANY OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS (INCLUDING PRICING, DESCRIPTION AND OTHER PRODUCT INFORMATION) WILL BE ACCURATE, RELIABLE, CURRENT OR ERROR-FREE, OR THAT ANY ERRORS IN SUCH CONTENTS WILL BE CORRECTED; OR MISTAKES IN PRICING OR OTHER PRODUCT DETAILS WILL BE HONORED; (B) THAT THIS SITE, ANY OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS OR THE SERVERS THAT MAKE SUCH SITES AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS; OR (C) THAT YOUR USE OF THIS SITE OR OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS WILL BE UNINTERRUPTED. DESPITE OUR BEST EFFORTS, FROM TIME TO TIME ITEMS ON THIS SITE OR ANY OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS MAY BE MISPRICED. IF AN ITEM’S CORRECT PRICE IS HIGHER THAN THE LISTED PRICE, WE RESERVE THE RIGHT, IN OUR SOLE DISCRETION, TO CANCEL YOUR ORDER AND NOTIFY YOU OF SUCH CANCELLATION. IF A PRODUCT OFFERED ON THIS SITE OR ANY OTHER SITE OR SERVICE THAT LISTS OUR PRODUCTS IS NOT AS DESCRIBED, YOUR SOLE REMEDY IS TO RETURN IT IN UNUSED CONDITION.”We thank Ms. [redacted] for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear [redacted], Thank you for passing along [redacted]‘s communication. We contacted her via phone and provided an explanation regarding her returns and the fees associated with the returns. We understand that Ms. [redacted] returned three out of the four orders and was charged...
a $7.50 Easy Return Label (ERL) fee for each return. She stated that the merchandise has sizing and color issues and feels she should not be responsible for the $22.50 Easy Return Label fees and the postage she paid to have the merchandise mailed to her. Ms. [redacted] is seeking a refund of the ERL fees and shipping and handling fees. Ms. [redacted] indicates that the reason for return was the merchandise was not as pictured; color of merchandise was not the same color tone as displayed on her monitor. The individual settings on a monitor can change the tones of the colors it displays. Ms. [redacted] expected the colors to appear as she saw them on her monitor. She stated that different styles had different fits. She mentioned a ¾ sleeve tunic she purchased in average length had a different fit from a short sleeve tee she purchased in the average length. These two styles were purchased in the same size but have two different lengths and different cuts. As displayed on our website, the fit for the short sleeve tunic is comfortable and generously cut with a 28 inch length that falls just below the hips. The ¾ sleeve tunic has a relaxed fit in a 30 inch length which falls to the upper thighs. She also purchased an elbow sleeve A-line V-neck tunic. The A-line cut will fit much looser than the scoop neck and crew neck.The ¾ sleeve tunic has a scoop neck while the short sleeve is a crew neck. The scoop neck would have a lower neck line and the crew neck would offer more coverage. The V-neck is perfectly proportioned but will have a lower neck line than the crew neck.Ms. [redacted] returned the merchandise using our Easy Return Labels (ERL) which was attached to her invoices. The returns were processed and refunded on the following dates: Date # of Items Invoice Refund 03/09/16 10 items [redacted] $84.90 03/10/16 1 item [redacted] $39.99 02/29/16 8 items [redacted] $48.88 Our merchandise return policy as presented online, in catalogs, and our invoices: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within 90 days. We are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges). “Our invoices and the website informed Ms. [redacted] that she can use the return label on the front of the invoice and the cost of $7.50 would be deducted when processing her return. The amount of $7.50 was deducted for each return label used to return merchandise for a total deduction of $22.50.As a courtesy, Ms. [redacted] received a refund in the amount of $22.50 through our customer service department on 3/12/16 which was credited to her Woman Within credit card. She was informed on a 3/11/16 chat that the ERL label on her most recent order had been activated free of charge so she can return the merchandise at no cost to her. Per our return policy, the shipping and handling fees as well as the express fee is not refundable. We thank Ms. [redacted] for taking the time to inquiry and trust that this resolves this matter. Please feel free to let me know if you have any other questions.Sincerely,Lorena [redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073l[redacted]@fbbrands.com
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via phone and resolved the matter to her satisfaction.We understand that Ms. [redacted] received a defective/broken wood corner fence with a solar light. She contacted us via email to have a...
replacement sent to her but received a $50 gift card since the item was sold out. Ms. [redacted] states that she replied via email indicating she did not want the $50 gift card and requested to have the funds credited to her Visa but did not receive a reply.Ms. [redacted]’s order consisted of two wood corner fences with solar light at the price of $39.99 each. The two items were shipped on different dates. Her order total was as follows: Merchandise amount: $79.98 Postage: $15.99 Tax: $8.26 Order Total: $104.23 Our records indicate that Ms. [redacted] sent two emails. The first email was to inform us that she received a defective or broken item. We issued a gift card for the merchandise amount of $39.99, $3.96 in applicable tax and $6.00 in postage for a total adjustment in the amount of $49.95 which rounded off to a $50 gift card. The postage on Ms. [redacted]’s order was prorated and the amount of postage that was refunded was for the additional cost to ship a second item on her order. Ms. [redacted] sent a second email indicated that she did not want a refund but a replacement. She did not mention that she did not want the gift card. Our policy is to void the gift card and issue a refund to the original payment method if it is requested by the customer. We have voided the $50 gift card as requested in Ms. [redacted]’s communication and the amount of $50.00 was refunded to her Visa which should post within the next 2 business days.We thank Ms. [redacted] for taking the time to inquire and apologize for any inconvenience this caused her. Please feel free to let me know if you have any other questions.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749lm[redacted]@fbbrands.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted]r’s communication. We reached out to her via email and resolved the matter to her satisfaction.Ms. [redacted] returned merchandise that was delivered to our warehouse on 3/10/16. Ms. [redacted] inquired about her refund via phone and was notified...
that her return was processing the same day of each phone contact. As of the date of the inquiry, she has not received a refund for her return.Our records indicate that the warehouse began processing her return on 3/10/16 but a computer error occurred that kept the status of the return as “in process” for 18 days. Our IT department has corrected this issue and a refund was released this morning in the amount of $292.41 and $100.49 for a total refund in the amount of $392.90. PayPal normally posts refunds within 5 business days.We appreciate the time Ms. [redacted] took to inquire and we trust that this resolves this matter. Please feel free to let me know if you have any other questions.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.800.265.7073lm[redacted]@fbbrands.com