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 [redacted]s communication. We reached out to her via email and resolved the matter to her satisfaction.We understand Ms. [redacted] has not received the refund of the express next day fee which was issued on 1/31/17. She is also requesting a refund of the shipping and handling since she believes she was charged twice for shipping due to the backordered item.In checking our records, we discovered that PayPal declined the express shipping refund in the amount of $21.64. We reissued the refund in the form of a refund check which should arrive within the next 10 days via USPS mail. Ms. [redacted]’s shipping and handling fee is based on the merchandise total on the order. Additional shipping and handling was not added to the backorder. The order total on the checkout page includes all items ordered, shipping, handling, express fee, discounts, coupons and any taxes charged. Sometimes the invoice total included a package may vary if an item is backordered. Shipping and taxes charged will be adjusted according to the new order total. If an item is backordered, the charge for those items, including any shipping charges not applied to the original shipment and any taxes will not be charged until the backordered merchandise ships. The shipping and handling charges will not exceed the total amount quoted at check out.We thank Ms. [redacted] for taking the time to inquire and trust that we provided the information needed to resolve this matter. Please feel free to let us know if you have any other questions.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
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.
I am not satisfied with the offer because they will not take responsibility for over-billing me by charging interest as well as for the item that they never sent. They are trying to pass the responsibility on to their bank, but it is their fault.As an example, if I "forget" to make a bank deposit, and a company that I received a service from attempts a direct withdrawal for an account payment, the excuse that it was up to my bank whether or not to honor it and that they need to speak with the bank would be incorrect and I would be responsible. Likewise, Roaman's should be responsible rather than trying to push it off on another entity. If they choose to have comentity for their billing and banking, that is their choice and responsibility. If there is a problem, and their is, they need to deal with it.I realize that it is not a great amount of money, but I am certain they do this to many people and it all adds up in their favor and to the customers frustration. To me, that is very bad business. They need to fix this!
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication.We understand Ms. [redacted] has requested to be removed from our catalog distribution list, but she continues to receive mailings. Ms. [redacted] is requesting to be removed from any future mailings and wants to know...
how we received her information. Our records indicate Ms. [redacted] was removed from our mailing list on 09/08/16. Our catalogs are prepared in advance which is the reason Ms. [redacted] continued to receive some of our catalogs. We show the last catalog mailed to Ms. [redacted] was on 10/04/16 which she will receive this week from Roaman’s. Ms. [redacted] will not receive any future catalogs after this.We show that Ms. [redacted] made a purchase in 2011 through Fullbeauty which added her to our catalog distribution list. This also added her to the Fullbeauty family of brands catalog distribution list.We thank Ms. [redacted] for taking the time to inquire and trust that this resolve this matter. 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: 915.781.9168 | Fax: 1.866.810.8749
Dear [redacted],Thank you for passing along [redacted]’ communication. We reached out to her via phone and resolved the matter to her satisfaction. We understand that Mr. [redacted] placed her order online which displayed an order total of $ 156.31 AUD and received an email confirming...
this order total. She received an email from i-parcel after her order was charged confirming the amount of $205.53 had been charged. She is requesting a refund of the difference.Our records indicate that the amount is correct on our end. Due to a computer glitch at i-parcel’s end, the incorrect amount was charged to Ms. [redacted]’ account. We communicated the matter to i-parcel on Ms. [redacted]’ behalf and i-parcel has issued a refund in the amount of $52.52 AUD. We ask that Ms. [redacted] allow 3 to 5 business days for the refund to post to her account.We thank Ms. [redacted] for taking the time to inquire and apologize for any inconvenience we caused her. We trust that this matter is now resolved. Please let us know if you have further questions or concerns.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749lm[redacted]@fbbrands.com
Dear [redacted],Thank you for passing along Mr. [redacted]‘s communication. After failed phone attempts, we reached out to him via email and provided an explanation.We understand Mr. [redacted] placed an order that was cancelled due to an outstanding debt owed at his address. He is...
requesting to have the merchandise shipped to him or a reimbursement in the amount of $39.99.Our records indicate that a debt is owed by a resident of the address Mr. [redacted] provided. As long as there is an outstanding debt, we will not ship merchandise to any resident of the household. Mr. [redacted]’s order was cancelled the same day the order was submitted. We do not charge our credit card customers until the order is shipped; therefore, Mr. [redacted] was not charged.We thank Mr. [redacted] for taking the time to inquire and trust this matter is now resolved. Please let us know if you have any other questions.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
Dear [redacted],FullBeauty Brands (d/b/a Roaman’s) received Revdex.com inquiry # [redacted] from Mrs. [redacted] forwarded to us from your office and we are writing in response to this inquiry. Roaman’s is committed to providing a positive customer experience and we are confident that we can resolve...
this matter to the customer’s satisfaction.Our records show an on-line order placed By Mrs. [redacted] on 03/18/15 for two pairs of jeans and one shirt and charged to her Roaman’s account. We also show that the jeans were return to us on 4/03/15 and the on 8/04/15. It is our policy to refund the purchase price of merchandise purchased within 90 days of receipt, excluding original shippingand handling charges and a return label fee of $7.50, if the return label is used. For returns made after 90 days we will issue a gift card equal to the purchase price (less shipping and handling and ERL fee) that can be used towards a future purchase. Please be advised that a credit for the jeans in the amount of $ 59.99 was issued back to her Roaman’s account on 4/03/15. We also issued her a merchandise credit of $34.49 on 8/05/15 for the shirt that was returned to us after 90 days of purchase. Leaving Mrs. [redacted] responsible for purchase price of the shirt ($41.99), the original shipping and handling on the order ($15.99) plus the usage of the return label ($7.50). We advised Mrs. [redacted] via e-mail that Comenity Bank runs the Roaman’s private label credit card program, which is the credit card she used to pay for her orders. Comenity Bank is an unrelated third party. FullBeauty Brands (d/b/a Roaman’s) does not have the ability to cancel your card nor do we have the ability to make changes to your due date, accept payments,remove fees and interest, or make changes to your credit report. After reviewing the information we communicated the matter over to Comenity Bank. As a result of our communication with Comenity Bank, they agreed to step in and work with Mrs. [redacted] to resolve this matter. It usually takes 60 - 90 days forComenity Bank to resolve matters of this nature. We provided Mrs. [redacted] with Comenity's contact information and requested her to work directly with Comenity Bank if she needs any further assistance with this matter. We trust this matter is now resolved. Best regards,Marcela [redacted]Full Beauty Brands Executive Communications Department
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.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted] communication. We understand that Ms. [redacted] submitted an order on 10/04/15 and redeemed a promotion code for 30% off eligible items on the order. Ms. [redacted] received a confirmation email with an order total of $206.70. When the...
merchandise shipped and the order was charged, Ms. [redacted] noticed that she was charged more than the amount displaying on her confirmation email. She contacted our customer service department who stated that a promotion code had not been redeemed on the order. Ms. [redacted] indicates that she received a refund in the amount of $28 which was less than the original discount.Our records indicate that the coupon discount was adjusted on the shipped merchandise in the amount of $28.50 on 10/13/15. One of the items on her order was reserved and did not ship until 11/5/15. Due to a system glitch the $2.70 discount was not issued. Please rest assured this has now been credited to her account. The refund should post within the next two business days to her account.Ms. [redacted] ordered merchandise that was shipped from Alight. Ms. [redacted] received her merchandise and the invoice provided by Alight indicated that the items priced $25.00 or less are final sale items. She contacted our customer service department who advised that the items could not be returned due to Alight’s return policy. At this time we have changed the policy and a refund has been issued to her.Ms. [redacted] purchased the fullbeauty Shopper’s Club membership at a cost of $19.00. The membership allows for free returns. Manufactured shipped items that must be returned to the vendor are still eligible for the free returns. The process is different since we cannot provide free return labels for those products. The customer would have to ship the merchandise to the vendor and we would reimburse the shipping fee once a copy of the shipping receipt is faxed to us. As soon as Ms. [redacted] provides the amount she paid for shipping her return, we will issue a refund to her Discover card.Ms. [redacted] cancelled the fullbeauty Shopper’s Club membership and was refunded $6 out of the $19 she paid. Per the terms and conditions:fullbeauty Shopper's Club Membership Termination and RefundsIf you cancel your fullbeauty Shopper’s Club membership during the membership term and before making any eligible purchases on your account, we will refund the full membership fee. If you have used your membership to make eligible purchases and would like to cancel during the membership term, your refund will be adjusted. The amount refunded will be your membership fee less any savings enjoyed on eligible shipments. Savings will be our regular shipping and handling fee (including regular return fees) less the fullbeauty Shopper Club shipping fee.A refund of the remaining $13.00 of the membership has been refunded to her Discover Card on 11/6/15. This refund should post within the next two business days. In addition, the fullbeauty Shopper’s Club membership flat shipping rate of $2.99 was refunded on 10/15/15. We were unable to reach Ms. [redacted] via phone and an email explanation and apology was sent to her. We trust this matter is now resolved. Sincerely,Lorena [redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.800.265.7073l[redacted]@fbbrands.com
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] returned merchandise and received store credit. In August we converted her merchandise credit to an E-Gift card. Ms. [redacted] states she did not receive the email with her E-Gift card information and is requesting to have the gift card re-issued. When Ms. [redacted] initially returned her merchandise she was issued a store credit; however, a conversion to a gift card was made in August 2016. As previously indicated, an email notification with the store credit conversion information and time frame was deployed to all of our customers holding store credits. A second email was sent with the gift card number and pin. Ms. [redacted] states she receives multiple emails a day and does not keep them in her inbox. She also stated she did not save any emails after receiving the initial email with the instructions on how to redeem her store credit. As previously indicated, customer service is unable to retrieve lost gift card information. It is still valid; however, the customer needs to provide the details noted on the email (gift card number and pin) to redeem it towards a new order. The funds from the store credit have already been loaded to the non-expiring gift card number and pin. We are unable to re-issue another gift card. 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, 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 Ms. [redacted]’s communication. We were unsuccessful in reaching Ms. [redacted] via phone; therefore, we reached out to her via email and resolved the matter to her satisfaction.We understand that Ms. [redacted] returned three bras using her own label and mailed the...
package via first class mail. She states she did not use our return label to avoid a return postage fee in the amount of $7.50. Ms. [redacted] indicates that the package was returned to her as refused; however, we don’t have record of a return attempt. We show that the promotion code redeemed on Ms. [redacted]’s order provided her with free shipping and free returns as part of the offer. Ms. [redacted] would not have incurred the $7.50 fee for using our return label. She is welcome to return the package using the Easy Return Label that is attached to the front of her invoice. She will receive a full refund as soon as her merchandise is processed as a return by our warehouse.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: 1.800.781.9168| Fax: 1.866.810.8749lm[redacted]@fbbrands.com
Dear [redacted], Thanks for passing along Ms. [redacted] communication to us. FullBeauty Brands (d/b/a FullBeauty) is committed to providing a positive customer experience and we are confident that we can resolve this matter to the customer’s satisfaction. We understand that Ms. [redacted]...
placed an on-line order on 12/13/15 that included a black pair of boots, a green pull over and a green cardigan. She subsequently returned these three items back to us in two separate packages on 12/28/15. Please be advised that all items have been received at our warehouse; the boots were delivered back to us on 1/09/16, and the green cardigan and pullover show a delivered scan of 1/11/16. Please also be advised that a "delivered" scan at our warehouse does not indicate complete processing of a return and we kindly ask our customers to please allow approximately 7 business days from delivery to completely process through our system and generate your return credit. This information is clearly stated in our website under tour “Terms of Use”. Our records show a return processed on 1/19/15 for the green carding and pullover. We also show that a credit in the amount of $24.98 went back to the original method of payment the same day. We contacted Ms. [redacted] over the phone earlier today and offered an apology for the inconvenience. She was also notified of an additional credit of $68.24 for the pair of black boots going back to her credit card today. She should be able to see the credits posted into her account within 3 business days. We trust that this matter is now resolved. Sincerely, Marcela [redacted] FullBeauty Brands Executive Communications Department.
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to him via email and provided an explanation and resolved this matter to his satisfaction. We understand items were mistakenly shipped to Mr. [redacted]’s address instead of his mothers. He was instructed to...
ship the items to the correct address and was informed that he would be reimbursed for the shipping expense. He is requesting to receive a refund for the shipping expense and is requesting to have our $7.50 return fee paid at our expense. Mr. [redacted]’s contacted our call center on 1/10/16 and had this matter resolved. A refund check in the amount of $49.67 was issued to Mr. [redacted]. We ask him to allow 6-10 business days for the refund check to arrive. Per Mr. [redacted]’s request, we have activated the return label free of charge and flagged to inform our warehouse that the $7.50 return fee will be paid by FullBeauty Brands (d/b/a Brylane Home). We thank Mr. [redacted] for taking the time to inquire and trust that we solved this matter to his satisfaction. Please feel free to let me know if you have any other questions.Jasmine D[redacted] FullBeauty Brands Executive Communications500 S. Mesa Hills Dr., El Paso, TX 79912Office: 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.
Regards,
[redacted], thank you for all of your assistance. Have a blessed 2017 toooooo!!!
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] keeps insisting that the email had an attachment with the gift card. The email that was sent to her contained the gift card details in the body of the email. The email was successfully sent and was not returned as undeliverable. Prior to the conversion, two notices were sent via email in August to customers with outstanding store credits and redemption codes. The first notice advised that we were converting to non-expiring E-gift cards to replace the store credits and redemption codes. E-Gift Cards are just like regular Gift Cards except they are sent via email as a digital card with an associated code. The notice explained that the conversion to E-Gift Cards would occur over the next two weeks. In the interim, her store credit or redemption codes could be redeemed as usual. Once this conversion was complete, we deployed a follow-up email with her new E-Gift Card numbers, along with instructions on how to redeem them on our site. Ms. [redacted] was advised to please treat your E-Gift Card like cash. Lost codes cannot be replaced or refunded and we recommended that she save and/or print the email for her records.We recommend that she check her inbox and spam folder as FullBeauty Brands (d/b/a Swinsuitsforall) is unable to retrieve lost gift card information. The email was sent from [email protected] with the subject line: Changes to your store credit or redemption code.Our records indicate we sent an email with her E-Gift card information on 08/09/16. The information on the email included the gift card number and pin number. We did not receive a bounce back for the email sent. As previously indicated, customer service is unable to retrieve lost gift card information. It is still valid; however, the customer needs to provide the details noted on the email (gift card number and pin) to redeem it towards a new order. 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]FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
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]’s communication. We reached out to her via email and provided an explanation.We understand that Ms. [redacted] returned merchandise from a recent order and it was returned to her as undeliverable. Ms. [redacted] specifically states that the post...
office indicated that the business was not located at the address she wrote on the package. She contacted customer service via email and phone. She was originally informed that a return label would be mailed to her. She later received emails stating that she would need to return the merchandise on her own. She is seeking a refund in the amount of $96.20.As instructed online and on the invoice, International returns must be returned within 90 days to receive a refund on the original credit card used on the order. We will only refund the dollar amount of the returned merchandise. The refund will not include the original shipping and handling fees or duty and tax.We recommend using an insured service with trackable delivery to send back the return merchandise.Mail directly to:swimsuitsforall2300 Southeastern Ave.Indianapolis, IN 46283All returned merchandise must be in their original condition, unworn, unwashed, with original tags and the panty protective strip intact. No refunds will be issued for products that do not meet these criteria.The return package must include the return information form completely filled out or the refund process may be delayed.Return packages that are lost or damaged in transit are the responsibility of the customer; therefore, we recommend keeping track of the tracking number for reference.FullBeauty Brands (d/b/a Swimsuitsforall) receives returns packages from Canada as well as other countries to the address provided on this response. The address is the same address printed on invoices and provided on the website. We recommend that the Ms. [redacted] follow the return directions and fill out any necessary paperwork to return the package. We will not be able to issue a refund without a return and we are not responsible for the return postage as it is the Ms. [redacted]’s responsibility.We thank Ms. [redacted] for taking the time to inquire and believe we have provided the information needed to resolve this matter.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
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.
Please see attached.
Regards,
[redacted]
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 [redacted]’s communication. We reached out to her via email and provided an explanation as well as a summary of all debits and credits of all orders. We understand that Ms. [redacted] indicates [redacted] Bank has yet to adjust her account and she has negative trades on her credit report.All the necessary adjustments have been made by FullBeauty Brands to Ms. [redacted] account. No further adjustments are needed. FullBeauty Brands (d/b/a Woman Within, Roaman’s, fullbeauty.com) cannot assist Ms. [redacted] with her Woman Within, Roaman’s, and fullbeauty.com credit cards. [redacted] Bank is the issuer of her FullBeauty Brands credit cards. FullBeauty Brands (d/b/a Woman Within, Roaman’s, and fullbeauty.com) does not have the ability to accept payments or remove fees and interest nor does it have the ability to make changes to a customer's credit report. We ask that you work directly with [redacted] Bank if you need further assistance with this matter.[redacted]'s Contact information is as follows:[redacted] Bank[redacted]Columbus, OH 43218 2273[redacted]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]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
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 [redacted]s communication. We reached out to her via email and resolved the matter to her satisfaction.We understand Ms. [redacted] has not received the refund of the express next day fee which was issued on 1/31/17. She is also requesting a refund of the shipping and handling since she believes she was charged twice for shipping due to the backordered item.In checking our records, we discovered that PayPal declined the express shipping refund in the amount of $21.64. We reissued the refund in the form of a refund check which should arrive within the next 10 days via USPS mail. Ms. [redacted]’s shipping and handling fee is based on the merchandise total on the order. Additional shipping and handling was not added to the backorder. The order total on the checkout page includes all items ordered, shipping, handling, express fee, discounts, coupons and any taxes charged. Sometimes the invoice total included a package may vary if an item is backordered. Shipping and taxes charged will be adjusted according to the new order total. If an item is backordered, the charge for those items, including any shipping charges not applied to the original shipment and any taxes will not be charged until the backordered merchandise ships. The shipping and handling charges will not exceed the total amount quoted at check out.We thank Ms. [redacted] for taking the time to inquire and trust that we provided the information needed to resolve this matter. Please feel free to let us know if you have any other questions.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
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.
I am not satisfied with the offer because they will not take responsibility for over-billing me by charging interest as well as for the item that they never sent. They are trying to pass the responsibility on to their bank, but it is their fault.As an example, if I "forget" to make a bank deposit, and a company that I received a service from attempts a direct withdrawal for an account payment, the excuse that it was up to my bank whether or not to honor it and that they need to speak with the bank would be incorrect and I would be responsible. Likewise, Roaman's should be responsible rather than trying to push it off on another entity. If they choose to have comentity for their billing and banking, that is their choice and responsibility. If there is a problem, and their is, they need to deal with it.I realize that it is not a great amount of money, but I am certain they do this to many people and it all adds up in their favor and to the customers frustration. To me, that is very bad business. They need to fix this!
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication.We understand Ms. [redacted] has requested to be removed from our catalog distribution list, but she continues to receive mailings. Ms. [redacted] is requesting to be removed from any future mailings and wants to know...
how we received her information. Our records indicate Ms. [redacted] was removed from our mailing list on 09/08/16. Our catalogs are prepared in advance which is the reason Ms. [redacted] continued to receive some of our catalogs. We show the last catalog mailed to Ms. [redacted] was on 10/04/16 which she will receive this week from Roaman’s. Ms. [redacted] will not receive any future catalogs after this.We show that Ms. [redacted] made a purchase in 2011 through Fullbeauty which added her to our catalog distribution list. This also added her to the Fullbeauty family of brands catalog distribution list.We thank Ms. [redacted] for taking the time to inquire and trust that this resolve this matter. 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: 915.781.9168 | Fax: 1.866.810.8749
Dear [redacted],Thank you for passing along [redacted]’ communication. We reached out to her via phone and resolved the matter to her satisfaction. We understand that Mr. [redacted] placed her order online which displayed an order total of $ 156.31 AUD and received an email confirming...
this order total. She received an email from i-parcel after her order was charged confirming the amount of $205.53 had been charged. She is requesting a refund of the difference.Our records indicate that the amount is correct on our end. Due to a computer glitch at i-parcel’s end, the incorrect amount was charged to Ms. [redacted]’ account. We communicated the matter to i-parcel on Ms. [redacted]’ behalf and i-parcel has issued a refund in the amount of $52.52 AUD. We ask that Ms. [redacted] allow 3 to 5 business days for the refund to post to her account.We thank Ms. [redacted] for taking the time to inquire and apologize for any inconvenience we caused her. We trust that this matter is now resolved. Please let us know if you have further questions or concerns.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749lm[redacted]@fbbrands.com
Dear [redacted],Thank you for passing along Mr. [redacted]‘s communication. After failed phone attempts, we reached out to him via email and provided an explanation.We understand Mr. [redacted] placed an order that was cancelled due to an outstanding debt owed at his address. He is...
requesting to have the merchandise shipped to him or a reimbursement in the amount of $39.99.Our records indicate that a debt is owed by a resident of the address Mr. [redacted] provided. As long as there is an outstanding debt, we will not ship merchandise to any resident of the household. Mr. [redacted]’s order was cancelled the same day the order was submitted. We do not charge our credit card customers until the order is shipped; therefore, Mr. [redacted] was not charged.We thank Mr. [redacted] for taking the time to inquire and trust this matter is now resolved. Please let us know if you have any other questions.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
Dear [redacted],FullBeauty Brands (d/b/a Roaman’s) received Revdex.com inquiry # [redacted] from Mrs. [redacted] forwarded to us from your office and we are writing in response to this inquiry. Roaman’s is committed to providing a positive customer experience and we are confident that we can resolve...
this matter to the customer’s satisfaction.Our records show an on-line order placed By Mrs. [redacted] on 03/18/15 for two pairs of jeans and one shirt and charged to her Roaman’s account. We also show that the jeans were return to us on 4/03/15 and the on 8/04/15. It is our policy to refund the purchase price of merchandise purchased within 90 days of receipt, excluding original shippingand handling charges and a return label fee of $7.50, if the return label is used. For returns made after 90 days we will issue a gift card equal to the purchase price (less shipping and handling and ERL fee) that can be used towards a future purchase. Please be advised that a credit for the jeans in the amount of $ 59.99 was issued back to her Roaman’s account on 4/03/15. We also issued her a merchandise credit of $34.49 on 8/05/15 for the shirt that was returned to us after 90 days of purchase. Leaving Mrs. [redacted] responsible for purchase price of the shirt ($41.99), the original shipping and handling on the order ($15.99) plus the usage of the return label ($7.50). We advised Mrs. [redacted] via e-mail that Comenity Bank runs the Roaman’s private label credit card program, which is the credit card she used to pay for her orders. Comenity Bank is an unrelated third party. FullBeauty Brands (d/b/a Roaman’s) does not have the ability to cancel your card nor do we have the ability to make changes to your due date, accept payments,remove fees and interest, or make changes to your credit report. After reviewing the information we communicated the matter over to Comenity Bank. As a result of our communication with Comenity Bank, they agreed to step in and work with Mrs. [redacted] to resolve this matter. It usually takes 60 - 90 days forComenity Bank to resolve matters of this nature. We provided Mrs. [redacted] with Comenity's contact information and requested her to work directly with Comenity Bank if she needs any further assistance with this matter. We trust this matter is now resolved. Best regards,Marcela [redacted]Full Beauty Brands Executive Communications Department
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.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted] communication. We understand that Ms. [redacted] submitted an order on 10/04/15 and redeemed a promotion code for 30% off eligible items on the order. Ms. [redacted] received a confirmation email with an order total of $206.70. When the...
merchandise shipped and the order was charged, Ms. [redacted] noticed that she was charged more than the amount displaying on her confirmation email. She contacted our customer service department who stated that a promotion code had not been redeemed on the order. Ms. [redacted] indicates that she received a refund in the amount of $28 which was less than the original discount.Our records indicate that the coupon discount was adjusted on the shipped merchandise in the amount of $28.50 on 10/13/15. One of the items on her order was reserved and did not ship until 11/5/15. Due to a system glitch the $2.70 discount was not issued. Please rest assured this has now been credited to her account. The refund should post within the next two business days to her account.Ms. [redacted] ordered merchandise that was shipped from Alight. Ms. [redacted] received her merchandise and the invoice provided by Alight indicated that the items priced $25.00 or less are final sale items. She contacted our customer service department who advised that the items could not be returned due to Alight’s return policy. At this time we have changed the policy and a refund has been issued to her.Ms. [redacted] purchased the fullbeauty Shopper’s Club membership at a cost of $19.00. The membership allows for free returns. Manufactured shipped items that must be returned to the vendor are still eligible for the free returns. The process is different since we cannot provide free return labels for those products. The customer would have to ship the merchandise to the vendor and we would reimburse the shipping fee once a copy of the shipping receipt is faxed to us. As soon as Ms. [redacted] provides the amount she paid for shipping her return, we will issue a refund to her Discover card.Ms. [redacted] cancelled the fullbeauty Shopper’s Club membership and was refunded $6 out of the $19 she paid. Per the terms and conditions:fullbeauty Shopper's Club Membership Termination and RefundsIf you cancel your fullbeauty Shopper’s Club membership during the membership term and before making any eligible purchases on your account, we will refund the full membership fee. If you have used your membership to make eligible purchases and would like to cancel during the membership term, your refund will be adjusted. The amount refunded will be your membership fee less any savings enjoyed on eligible shipments. Savings will be our regular shipping and handling fee (including regular return fees) less the fullbeauty Shopper Club shipping fee.A refund of the remaining $13.00 of the membership has been refunded to her Discover Card on 11/6/15. This refund should post within the next two business days. In addition, the fullbeauty Shopper’s Club membership flat shipping rate of $2.99 was refunded on 10/15/15. We were unable to reach Ms. [redacted] via phone and an email explanation and apology was sent to her. We trust this matter is now resolved. Sincerely,Lorena [redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.800.265.7073l[redacted]@fbbrands.com
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] returned merchandise and received store credit. In August we converted her merchandise credit to an E-Gift card. Ms. [redacted] states she did not receive the email with her E-Gift card information and is requesting to have the gift card re-issued. When Ms. [redacted] initially returned her merchandise she was issued a store credit; however, a conversion to a gift card was made in August 2016. As previously indicated, an email notification with the store credit conversion information and time frame was deployed to all of our customers holding store credits. A second email was sent with the gift card number and pin. Ms. [redacted] states she receives multiple emails a day and does not keep them in her inbox. She also stated she did not save any emails after receiving the initial email with the instructions on how to redeem her store credit. As previously indicated, customer service is unable to retrieve lost gift card information. It is still valid; however, the customer needs to provide the details noted on the email (gift card number and pin) to redeem it towards a new order. The funds from the store credit have already been loaded to the non-expiring gift card number and pin. We are unable to re-issue another gift card. 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, 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 Ms. [redacted]’s communication. We were unsuccessful in reaching Ms. [redacted] via phone; therefore, we reached out to her via email and resolved the matter to her satisfaction.We understand that Ms. [redacted] returned three bras using her own label and mailed the...
package via first class mail. She states she did not use our return label to avoid a return postage fee in the amount of $7.50. Ms. [redacted] indicates that the package was returned to her as refused; however, we don’t have record of a return attempt. We show that the promotion code redeemed on Ms. [redacted]’s order provided her with free shipping and free returns as part of the offer. Ms. [redacted] would not have incurred the $7.50 fee for using our return label. She is welcome to return the package using the Easy Return Label that is attached to the front of her invoice. She will receive a full refund as soon as her merchandise is processed as a return by our warehouse.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: 1.800.781.9168| Fax: 1.866.810.8749lm[redacted]@fbbrands.com
Dear [redacted], Thanks for passing along Ms. [redacted] communication to us. FullBeauty Brands (d/b/a FullBeauty) is committed to providing a positive customer experience and we are confident that we can resolve this matter to the customer’s satisfaction. We understand that Ms. [redacted]...
placed an on-line order on 12/13/15 that included a black pair of boots, a green pull over and a green cardigan. She subsequently returned these three items back to us in two separate packages on 12/28/15. Please be advised that all items have been received at our warehouse; the boots were delivered back to us on 1/09/16, and the green cardigan and pullover show a delivered scan of 1/11/16. Please also be advised that a "delivered" scan at our warehouse does not indicate complete processing of a return and we kindly ask our customers to please allow approximately 7 business days from delivery to completely process through our system and generate your return credit. This information is clearly stated in our website under tour “Terms of Use”. Our records show a return processed on 1/19/15 for the green carding and pullover. We also show that a credit in the amount of $24.98 went back to the original method of payment the same day. We contacted Ms. [redacted] over the phone earlier today and offered an apology for the inconvenience. She was also notified of an additional credit of $68.24 for the pair of black boots going back to her credit card today. She should be able to see the credits posted into her account within 3 business days. We trust that this matter is now resolved. Sincerely, Marcela [redacted] FullBeauty Brands Executive Communications Department.
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to him via email and provided an explanation and resolved this matter to his satisfaction. We understand items were mistakenly shipped to Mr. [redacted]’s address instead of his mothers. He was instructed to...
ship the items to the correct address and was informed that he would be reimbursed for the shipping expense. He is requesting to receive a refund for the shipping expense and is requesting to have our $7.50 return fee paid at our expense. Mr. [redacted]’s contacted our call center on 1/10/16 and had this matter resolved. A refund check in the amount of $49.67 was issued to Mr. [redacted]. We ask him to allow 6-10 business days for the refund check to arrive. Per Mr. [redacted]’s request, we have activated the return label free of charge and flagged to inform our warehouse that the $7.50 return fee will be paid by FullBeauty Brands (d/b/a Brylane Home). We thank Mr. [redacted] for taking the time to inquire and trust that we solved this matter to his satisfaction. Please feel free to let me know if you have any other questions.Jasmine D[redacted] FullBeauty Brands Executive Communications500 S. Mesa Hills Dr., El Paso, TX 79912Office: 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.
Regards,
[redacted], thank you for all of your assistance. Have a blessed 2017 toooooo!!!
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] keeps insisting that the email had an attachment with the gift card. The email that was sent to her contained the gift card details in the body of the email. The email was successfully sent and was not returned as undeliverable. Prior to the conversion, two notices were sent via email in August to customers with outstanding store credits and redemption codes. The first notice advised that we were converting to non-expiring E-gift cards to replace the store credits and redemption codes. E-Gift Cards are just like regular Gift Cards except they are sent via email as a digital card with an associated code. The notice explained that the conversion to E-Gift Cards would occur over the next two weeks. In the interim, her store credit or redemption codes could be redeemed as usual. Once this conversion was complete, we deployed a follow-up email with her new E-Gift Card numbers, along with instructions on how to redeem them on our site. Ms. [redacted] was advised to please treat your E-Gift Card like cash. Lost codes cannot be replaced or refunded and we recommended that she save and/or print the email for her records.We recommend that she check her inbox and spam folder as FullBeauty Brands (d/b/a Swinsuitsforall) is unable to retrieve lost gift card information. The email was sent from [email protected] with the subject line: Changes to your store credit or redemption code.Our records indicate we sent an email with her E-Gift card information on 08/09/16. The information on the email included the gift card number and pin number. We did not receive a bounce back for the email sent. As previously indicated, customer service is unable to retrieve lost gift card information. It is still valid; however, the customer needs to provide the details noted on the email (gift card number and pin) to redeem it towards a new order. 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]FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
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]’s communication. We reached out to her via email and provided an explanation.We understand that Ms. [redacted] returned merchandise from a recent order and it was returned to her as undeliverable. Ms. [redacted] specifically states that the post...
office indicated that the business was not located at the address she wrote on the package. She contacted customer service via email and phone. She was originally informed that a return label would be mailed to her. She later received emails stating that she would need to return the merchandise on her own. She is seeking a refund in the amount of $96.20.As instructed online and on the invoice, International returns must be returned within 90 days to receive a refund on the original credit card used on the order. We will only refund the dollar amount of the returned merchandise. The refund will not include the original shipping and handling fees or duty and tax.We recommend using an insured service with trackable delivery to send back the return merchandise.Mail directly to:swimsuitsforall2300 Southeastern Ave.Indianapolis, IN 46283All returned merchandise must be in their original condition, unworn, unwashed, with original tags and the panty protective strip intact. No refunds will be issued for products that do not meet these criteria.The return package must include the return information form completely filled out or the refund process may be delayed.Return packages that are lost or damaged in transit are the responsibility of the customer; therefore, we recommend keeping track of the tracking number for reference.FullBeauty Brands (d/b/a Swimsuitsforall) receives returns packages from Canada as well as other countries to the address provided on this response. The address is the same address printed on invoices and provided on the website. We recommend that the Ms. [redacted] follow the return directions and fill out any necessary paperwork to return the package. We will not be able to issue a refund without a return and we are not responsible for the return postage as it is the Ms. [redacted]’s responsibility.We thank Ms. [redacted] for taking the time to inquire and believe we have provided the information needed to resolve this matter.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
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.
Please see attached.
Regards,
[redacted]
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 [redacted]’s communication. We reached out to her via email and provided an explanation as well as a summary of all debits and credits of all orders. We understand that Ms. [redacted] indicates [redacted] Bank has yet to adjust her account and she has negative trades on her credit report.All the necessary adjustments have been made by FullBeauty Brands to Ms. [redacted] account. No further adjustments are needed. FullBeauty Brands (d/b/a Woman Within, Roaman’s, fullbeauty.com) cannot assist Ms. [redacted] with her Woman Within, Roaman’s, and fullbeauty.com credit cards. [redacted] Bank is the issuer of her FullBeauty Brands credit cards. FullBeauty Brands (d/b/a Woman Within, Roaman’s, and fullbeauty.com) does not have the ability to accept payments or remove fees and interest nor does it have the ability to make changes to a customer's credit report. We ask that you work directly with [redacted] Bank if you need further assistance with this matter.[redacted]'s Contact information is as follows:[redacted] Bank[redacted]Columbus, OH 43218 2273[redacted]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]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749