Dear [redacted], FullBeauty Brands (d/b/a [redacted]’s) received the above referenced inquiry from Ms. [redacted] forwarded from your office. We reached out to her via email and provided an explanation. We understand that Ms. [redacted] saw the balance on her [redacted]’s credit card increase...
over night. She is requesting a detailed itemized statement of the returns she has made. Ms. [redacted] also stated she washed an item which shrunk. Ms. [redacted] has made a total of 8 returns since 2015 which were credited to her [redacted]’s credit account. Date Refunded Invoice Item ERL (fee) Tax Price Total Refunded09/27/15 [redacted] [redacted] $7.50 $2.52 $41.99 $44.51 ...⇄ Pale Blush big-shirt01/05/16 [redacted] [redacted] $7.50 $2.10 $34.99 $37.09 ...⇄ Mock neck pullover01/26/16 [redacted] [redacted] ...⇄ $29.99 ...⇄ Black Nylon jacket [redacted] $7.50 $3.60 $29.99 $63.58 ...⇄ Boysenberry nylon jacket 01/28/16 [redacted] [redacted] $7.50 $1.35 $22.49 $23.84 ...⇄ Boysenberry nylon jacket02/05/16 [redacted] [redacted] $7.50 $1.80 $29.99 $31.79 Peacock Fleece jacket04/01/16 [redacted] [redacted] $7.50 $2.22 $36.99 $39.21 ...⇄ Tie Front Tankini04/07/16 [redacted] [redacted] ...⇄ $27.00 ...⇄ Twist Front Tankini [redacted] ...⇄ $19.99 ...⇄ 2-pocket big-shirt [redacted] $7.50 $4.02 $19.99 $71.00 ...⇄ French check big-shirt04/20/16 [redacted] [redacted] ...⇄ $29.99 Hooded Cardigan [redacted] ...⇄ $19.99 ...⇄ Open work tee [redacted] $7.50 $4.20 $19.99 $74.17 ...⇄ Open work tee Per our return policy: 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). 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. We will deduct $7.50 from the gift card or refund when processing the customer’s return if the customer used our Easy Return Label (ERL). As stated in our return policy, shipping and handling charges are not refunded. The shipping and handling amount is the customers’ responsibility. If the customer kept items from any orders they partially returned, they are also responsible for the amount of the merchandise they kept. Ms. [redacted] also stated she wanted to return merchandise that had shrunk after it was washed. We will accept this return from Ms. [redacted]. Once we receive the merchandise, we will issue a refund for the merchandise subtotal. Please refer back to the return policy in regards to how we will issue a refund and our time frame. FullBeauty Brands (d/b/a [redacted]’s) cannot assist Ms. [redacted] with her [redacted]’s credit card. [redacted] is an unrelated third party and FullBeauty Brands (d/b/a [redacted]’s) does not have the ability to accept payments or remove fees and interest. FullBeauty Brands (d/b/a [redacted]’s) does not have the ability to make changes to Ms. [redacted]’s balance. We ask that Ms. [redacted] and your office work directly with [redacted] if she needs further assistance with this matter. [redacted]'s Contact information is as follows: [redacted]
[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, Jasmine D[redacted], Executive Communications Office: 1.800.781.9168 | Fax: 1.866.810.8749 [email protected]
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.
Regards,
[redacted] I have been passed around the offices of Swimsuits for All, this current response makes 6 people who still haven't helped me How , in ANY way has their response helped me?? They still have my money and they have yet to come up with a way to help me. They aren't helpful, but why would they be-- they know they get to keep my money because I have NO way to get it back I see this business as a bait and switch business.This business cares ONLY for their bottom line
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be okay to me. Company still gave me false information on delivery but I have no other option but to wait. Which was explained by the company.
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]
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.
The company provided information it claims was available the day of the attempted purchase. It was not. That it makes the connection now in no way demonstrates I, or any customer, was privy to that information then. In fact, because it wasn't, I called customer service, and was given entirely different information. That is at the heart of my complaint -- that their customer service rep either provided me with wrong information or the company is providing misinformation now. That their reps are poorly trained or misinformed should not be to the customer's detriment. Regardless of whether the customer service rep was right or wrong, I am entitled to rely on their direction, and the company is obligated to honor it. If the company reviews their records, I have been a customer for decades and have never had a serious complaint. Also in the past, if there was a minor error, which occurs sometimes, the company was responsive. It is not clear why they are fighting tooth and nail over this issue, but if they do, so will I. I contend they were engaging in fraud, whether intentionally or inadvertently. Now that they are aware, their actions are certainly intentional. I do not accept their offer because it does not address the issue at hand -- the intent of their advertising language, what information was available to me as a online customer, and what their representative told me over the phone.
Regards,
[redacted]
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.
I have not received this information that was provided to you for merchandise credit. The only emails I have are the ones stating that the returns were received but nothing giving details of the monetary amount being given to me, whether in the form of merchandise credit, gift card or credit on my Woman Within brand card.
I understand the reasoning as all items were returned after 90 days. I just have no information stating that this credit was applied to me. Due to this, I have no way of knowing how to redeem or anything. A third email was sent to customer support stating that I had not received any information about the refund/credit amount. I have not received a response to this third email.
I can't accept this statement from the company because even though it says the letter that they have provided this information to me, I have not received it. As stated above, I have no way of knowing (prior to today) the amounts that they accepted OR how to go about using these funds.
As they agree with my first time of contact being 10/21/15, I feel that they were not supportive and didn't follow up between representatives. It is 3 weeks later and I have no refund/credit information that is due me. I was told that any refund would be returned to me within several business days and this has not been followed. At this time, I am asking for a check in the amount of the refund. Since the company didn't follow the proper procedure, it feels I have been punished and have no access to the funds that were due me.
Regards,[redacted]
Dear [redacted],Thank you for passing along Mr. [redacted]’s communication. We understand Mr. [redacted] is requesting to be removed from all forms of communications from all the FullBeauty family of Brands. He is upset that he received a phone call from FullBeauty Brands and is requesting to cancel his...
cards after they have been paid off.FullBeauty Brands has an inbound call center and our customers are not contacted via phone unless it is requested by the customer or there is a concern which requires our management team to call. A member of management contacted Mr. [redacted] one time in response to written and verbal profanity he used when communicating with our associates. He requested to have all communication stopped on 11/16/16. We immediately removed him from all catalog and email distribution lists as of the date of his request. Mr. [redacted] will no longer receive calls, mail, emails, or catalogs from any of our brands.FullBeauty Brands (d/b/a KingSize and fullbeauty.com) cannot assist Mr. [redacted] with his requests to cancel his KingSize and fullbeauty.com credit cards; [redacted] Bank is the issuer of the credit cards. FullBeauty Brands (d/b/a KingSize and fullbeauty.com) does not have the ability to accept payment or cancel his cards.We ask that Mr. [redacted] work directly with [redacted] Bank if he needs assistance with this matter.[redacted]'s Contact information is as follows: [redacted] Bank [redacted] [redacted] [redacted]Mr. [redacted] mentions that he would like to exchange a product for a smaller size. We have issued a refund for the hoodie in the amount of $48.98.We trust this resolves 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: [email protected]
Dear [redacted],Thank you for passing along Ms. [redacted] [redacted]’s communication. We reached out to her via email after failed phone attempts.We understand that Ms. [redacted] placed an order and redeemed a promotion code for a free striped bag. The website displayed scripting that the coupon had been...
applied but the order arrived without the bag set. The coupon required a minimum purchase of $25 to activate the offer. Ms. [redacted] submitted her order which contained $29 worth of merchandise which she states was enough to qualify for the offer. She is requesting that the free striped bag be shipped to her.Promo code: [redacted]: Free striped weekender bag with orders of $25 or more, just pay extra $1.99 shipping fee. Offer valid while supplies last. We reserve the right to substitute an item of equitable value. One gift per order. Valid on items from womanwithin.com and Woman Within catalogs. Not valid on prior purchases, purchase of gift cards or international orders. May not redeem for cash or combine with other offers. Applies to subtotal only. Excludes items shipped from 3rd party brands, clearance, national brand shoes, national brand lingerie, and Ellos. Expires 2/21/17. Ms. [redacted] purchased one qualifying item at the price of $19.99 and one clearance item at the price of $9.98. Per the promotion code disclaimer, the offer is not valid on clearance items; therefore, the order did not meet the minimum purchase requirement of $25 to activate the offer. Ms. [redacted] must meet or exceed the minimum requirement with eligible items in order to receive the free item.Ms. [redacted] insists that the website indicated she qualified when the coupon was added to her order. The website is intended to inform the customer if the offer is valid and applied but the offer will not activate on the order until the minimum purchase requirement is met. Once the coupon is active, the customer will see the free item as an additional item in the shopping bag.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: 1.800.265.7073lm[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 that Ms. [redacted] recently placed an order and feel she was overcharged for tax. Her understanding is that the maximum tax rate in Texas is 6.25% and...
is requesting a refund in the amount of $1.30.We collect tax where we are legally obligated to collect. The FullBeauty Brands call center is located in El Paso, TX. Due to the call center's physical presence in Texas, there is a provision that allows us to collect the El Paso tax rate which is 8.25%. This rate includes 6.25% state sales tax, 1% city sales tax, .5% El Paso county sales tax, and .5% El Paso city transit department sales and use tax for a total tax rate of 8.25%.We thank Ms. [redacted] for taking the time to inquire and trust we have provided the necessary information to resolve this matter.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
Dear [redacted], Thank you for passing along [redacted]’s communication. We reached out to her via phone and provided an explanation. We understand that Ms. [redacted] received a catalog advertising our “Buy 1, Get 1 50% off Sitewide 2 day event”. She attempted to place an order for 4...
items, 2 tops and 2 robes, to take advantage of the offer. When placing her order, she was only receiving a discount the tops she attempted to purchased. Ms. [redacted] expected to receive 50% off one of her robes and 50% off one of her tops. The details of the offer are as follows: Buy 1 get 1 50% off. Offer limited to 5 discounts per order. Excludes items shipped directly from 3rd party brands, clearance, national brand shoes and lingerie. For online use only. Not applicable to catalog orders. Discounted item(s) will be the lowest priced item(s). Returns will be credited at the discounted price. Not applicable to gift cards/prior purchases. Applies tosubtotal only. May not be redeemed for cash/combined with other offers. Expires at 08/25/2016 at midnight EST. As indicated, the discount applies to the lowest priced items. The coupon worked as intended and Ms. [redacted] received the discount on the lowest priced eligible items, which were the tops. 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 Communications 500 S. Mesa Hills Dr., El Paso, TX 79912Office: 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 phone and provided an explanation.We understand Ms. [redacted] purchased 4 shirts in petite length. When she received her merchandise, not all of the styles included a tag with the petite...
length indicator. She contacted our online customer support and was advised the merchandise tags do not always indicate the special length (Petite or Tall). Ms. [redacted] is requesting a free return. Our records indicate Ms. [redacted] placed an order on 05/16/17 for 4 shirts in the Petite length. The Polo on her order had the Petite indicator on the tag but the tee shirts did not. As our online customer support indicated, the tags do not always indicate the special lengths (petite and tall). The shirts will be in the advertised length for petite of 26 inches. During our telephone conversation with Ms. [redacted] she indicated that she tried on the Polo but the length was too long for her liking. She admits that she did not try on or measure the length of the tees. Her expectation was that the Petite tops from our company would fit the same as the tees from other companies she purchases from. Fit and length does vary by company.Our return policy as presented online, in catalogs, and on the invoice Ms. R[redacted] received: 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). If our Easy Return Label (ERL) is used, a fee in the amount of $7.50 is charged.Ms. [redacted] has the option to return the merchandise using her own return label and using the carrier of her choice. By doing this, she will not be charged the return fee of $7.50. We ask that she use her original packaging, enclosing the invoice with the merchandise, and return to the address listed on the front of her invoice. Return the package to 2300 Southeastern Ave, Indianapolis, Indiana, 46283-0001, allowing 2 weeks for her return to be received, processed, and credited or refunded. As a reminder, original and return shipping and handling charges are not refunded.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 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 resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. I[redacted]’s communication. We reached out to her via phone and provided an explanation.We understand that Ms. [redacted] returned the merchandise from her recent order and was refund $27.71 to her Visa and $91.00 in the form of 3 gift cards. Due to...
issues she had with the redemption of gift cards on her order, she requested to have the gift cards voided and refunded to her Visa. She has been advised that the refund was issued but has not seen the refund post to her Visa.Our records indicate that Ms. [redacted] placed her and redeemed 3 gift cards totaling $91.00. We were unable to process the order due to the address not matching the billing address on the Visa. Ms. [redacted] corrected the address but this caused an issue with the redemption of the gift cards. Ms. [redacted] was charged the full amount of $118.71 and refunded $91.00 on 8/20/16 which left her with a $27.71 on her credit card.Ms. [redacted] returned the merchandise and the amount remaining on her card was refunded in the amount of $27.71. The gift cards Ms. [redacted] redeemed were issued in the name of one of her relatives; therefore, $91.00 was issued in the form of gift cards.Ms. [redacted] requested to have the gift cards voided and refunded. Since the original gift cards were issued to her relative, the $91.00 was refunded to her relative’s credit card on 10/31/16. Ms. [redacted] was advised of this refund via phone and will be checking with her relative to make sure she received the refund.We thank Ms. [redacted] for taking the time to inquire and trust this resolves 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: [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] had a store credit in the amount of$25.20. She placed an online purchase in the amount of $28.00 but was unable...
to apply the store credit to her order. This resulted in a full charge for the order she submitted. She attempted to resolve this matter via phone and email but has been unable to obtain resolution. She is requesting a refund in the amount of $25.20 to her original payment method. We apologize that Ms. [redacted]’s gift card issue was not resolved. We issued a refund in the amount of $25.20 to Ms. [redacted]’s Visa 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 Ms. [redacted] communication. Ms. [redacted] states she requested to be removed from the catalog distribution lists, but she continues to receive mailings. Our records confirm that Ms. [redacted] sent an email requesting to be...
removed from the catalog distribution list on 3/21/16. We immediately removed her from the distribution lists and flagged Ms. [redacted] as do not mail.We prepare out catalogs in advance and Ms. [redacted]’s name had been sent to the printer’s before she requested to be removed from the catalog mailing list. We show that Ms. [redacted] should receive one additional catalog with an in home delivery date of 4/11/16.We contacted Ms. [redacted] via phone and left a message on her voice mail. We also contacted her via email and provided an explanation on how the customer information is managed. We are confident that this matter is resolved to Ms. [redacted]’s satisfaction.Sincerely,Lorena [redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073l[redacted]@fbbrands.com
Dear [redacted], FullBeauty Brands (d/b/a Roaman’s) received the above referenced inquiry from [redacted] forwarded from your office and we are writing to respond. Our understanding is that Ms. [redacted] returned merchandise from a Roaman’s order she placed June 7, 2015. The total amount she...
was refunded was $ 152.47 in the form of a gift card. She indicates that she received an email indicating her return was received but was not aware that another email would be sent with the gift card details. Our return policy states: “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. We will deduct $7.50 from your gift card or refund when processing your return if the Easy Return Label, which is located on the invoice, is used.” This information is provided online, in catalogs, as well as the invoice Ms. [redacted] received with her order. Ms. [redacted]’s return was received after the 90 day period to receive a refund to her original payment method. Per our return policy, she was provided the gift card number and pin on the letter that was sent via email. She was advised that she would not receive a plastic gift card in the mail. Instead, her gift card information would be loaded to our files and would be retained for a period of 90 days. Thereafter it will still be valid, however she will need to provide the details noted on the letter (gift card number and pin) to redeem it toward a new order. Gift cards issued are good for new purchases until a $0.00 balance is reached and cannot be redeemed for cash or credit to a major credit card/bankcard, except where required by law. Ms. [redacted] was advised to retain the Gift Card/pin number for her records as FullBeauty Brands is not responsible for lost or misplaced Gift Cards. As stated on our website: If you're a registered user, or gave your email address to us over the phone, a Return Received email will be sent directly to your email address when your return is received and processed. Please note, a "delivered" scan at our warehouse does not indicate complete processing of your return. Please allow approximately 7 business days from delivery to completely process through our system and generate your return credit. Ms. [redacted] mentioned that she was provided a return received email which indicates her return was received. She was informed in the email that a gift card would be issued if her return was received after 90 days. The email containing the gift card details was sent to her after our system generated her return credit in the form of a gift card. The email was sent to her on 12/31/15 to the same email address she received the email indicating the return was received. Gift cards are bearer instruments (like cash) we do not know who currently holds the cards nor do we track the person the card was issued to after 90 days. We thank Ms. [redacted] for taking the time to inquire and trust that this resolves this matter. Please feel free to let us know if you have further questions or issues.Sincerely,Lorena M[redacted]Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected] | www.fbbrands.com
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.
Thank you for your reply. You have not resolved my issue at all.Attached is the documentation I received direct from PayPal to provide showing I paid for the order. It's a charge not an authorization. It was deducted from my account. There was an authorization for the backordered item and that did fall off. PayPal explained that there was a hard decline because you already charged me and you can't take the same amount twice. Those are their rules and I'm glad about that. Please take a look at the documentation. It has a transaction id not an authorization. I did in fact email this document to your collection department and talked multiple people and they said it was no good. This is not my issue it's between you and PayPal - I'm in the middle here. I urge you to contact them! I paid! Something isn't meshing between you and PayPal.
Regards,
[redacted]
Dear Diane Dove,Thank you for passing along Ms[redacted] communication. We have been unable to communicate with Ms. [redacted] via phone but we have left messages on her voice mail and she has responded via our voice mail.Ms. [redacted] was informed via voice mail that a letter had been sent to her via the US Postal Service on 11/4/15. Due to the time the letter was dropped off, the post office would have pick up the letter on 11/5/15 and the letter will be delivered to her within the 3 business days the US Post Office allows for delivery. She was informed that the Merchandise Credit gift card number, pin, and value for each refund were included in the letter. Enough time has not been allowed to for Ms. [redacted] to receive the letter.Per our return policy: We are happy to issue a refund of 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. * Gift cards issued are good for new purchases until a $0.00 balance is reached and cannot be redeemed for cash or credit to a major credit card/bankcard. We trust this matter is now resolved.
Sincerely,Lorena [redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.800.265.7073l[redacted]@fbbrands.coml[redacted]@fbbrands.com
Dear [redacted],FullBeauty Brands (d/b/a fullbeauty.com) received the above referenced inquiry from Ms. [redacted] forwarded from your office. We understand that Ms. [redacted] closed her fullbeauty credit card in August of 2015 and received charges to the closed account in September and...
October on 2015. She is requesting a reversal of those charges.Our records indicate that Ms. [redacted] placed orders 4 orders from June through August of 2015 on the fullbeauty credit card. She submitted the orders online with the deferred billing request. The orders below were submitted with the deferment request and were charged at the end of the deferment period.Ship Date Invoice # Defer date Deferred amount Order Source6/29/2015 [redacted] 9/29/2015 $204.70 Online order7/20/2015 [redacted] 10/20/2015 $113.98 Online order7/24/2015 [redacted] 10/24/2015 $39.75 Online order8/11/2015 [redacted] 11/11/2015 $43.60 Online order8/14/2015 [redacted] 11/14/2015 $14.61 Online orderTotal Amount Deferred: $416.64 The deferred billing plan agreement as presented online and in catalogs: FULLBEAUTY Brands offers selected customers a 90 day defer payment plan. Enter the defer payment code on the Shopping Bag page to request defer payment for 90 days. Under the defer payment program, the purchase amount will not be charged to your account at the time of your purchase. You are instead electing to have us automatically charge your account on the 90th day following the shipment(s) of your purchase, unless you have contacted us to change your method of payment, on or before the 85th day following the shipment of your purchase. Defer payment items returned during the deferment period will have the charge and credit processed at time of return, which may result in charges to your credit card prior to the expiration of the 90 day deferment. Delay in posting credit or return by customer's credit card issuing bank is not the responsibility of fullbeauty.com®. If you change your method of payment after the order is placed, your method of payment will not be eligible for the defer payment option.Ms. [redacted] did not contact us prior to the 85th day following the shipment of her purchase to provide an alternate payment method. Therefore, her purchases were charged to the credit card provided when she submitted her orders. Fullbeauty.com contracts with a third party bank, Comenity Bank, for its private label credit card program. Comenity Bank is the issuer of the fullbeauty credit card and will allow deferred purchases to be charged to a closed account as long as the purchases were made prior to date the account was closed.Ms. [redacted] stated she sent emails regarding this matter. We checked our email, chat, and phone records and did not locate any inquiries regarding this matter. If Ms. [redacted] sent the inquiries to Comenity Bank, we would have no access of those inquiries.Ms. [redacted] was contacted via email and a copy of her invoices and explanation was provided to her. We are confident that this resolve this matter and provides the explanation Ms. [redacted] was seeking. Sincerely,Lorena [redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.800.265.7073l[redacted]@fbbrands.com
Dear [redacted], FullBeauty Brands (d/b/a [redacted]’s) received the above referenced inquiry from Ms. [redacted] forwarded from your office. We reached out to her via email and provided an explanation. We understand that Ms. [redacted] saw the balance on her [redacted]’s credit card increase...
over night. She is requesting a detailed itemized statement of the returns she has made. Ms. [redacted] also stated she washed an item which shrunk. Ms. [redacted] has made a total of 8 returns since 2015 which were credited to her [redacted]’s credit account. Date Refunded Invoice Item ERL (fee) Tax Price Total Refunded09/27/15 [redacted] [redacted] $7.50 $2.52 $41.99 $44.51 ...⇄ Pale Blush big-shirt01/05/16 [redacted] [redacted] $7.50 $2.10 $34.99 $37.09 ...⇄ Mock neck pullover01/26/16 [redacted] [redacted] ...⇄ $29.99 ...⇄ Black Nylon jacket [redacted] $7.50 $3.60 $29.99 $63.58 ...⇄ Boysenberry nylon jacket 01/28/16 [redacted] [redacted] $7.50 $1.35 $22.49 $23.84 ...⇄ Boysenberry nylon jacket02/05/16 [redacted] [redacted] $7.50 $1.80 $29.99 $31.79 Peacock Fleece jacket04/01/16 [redacted] [redacted] $7.50 $2.22 $36.99 $39.21 ...⇄ Tie Front Tankini04/07/16 [redacted] [redacted] ...⇄ $27.00 ...⇄ Twist Front Tankini [redacted] ...⇄ $19.99 ...⇄ 2-pocket big-shirt [redacted] $7.50 $4.02 $19.99 $71.00 ...⇄ French check big-shirt04/20/16 [redacted] [redacted] ...⇄ $29.99 Hooded Cardigan [redacted] ...⇄ $19.99 ...⇄ Open work tee [redacted] $7.50 $4.20 $19.99 $74.17 ...⇄ Open work tee Per our return policy: 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). 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. We will deduct $7.50 from the gift card or refund when processing the customer’s return if the customer used our Easy Return Label (ERL). As stated in our return policy, shipping and handling charges are not refunded. The shipping and handling amount is the customers’ responsibility. If the customer kept items from any orders they partially returned, they are also responsible for the amount of the merchandise they kept. Ms. [redacted] also stated she wanted to return merchandise that had shrunk after it was washed. We will accept this return from Ms. [redacted]. Once we receive the merchandise, we will issue a refund for the merchandise subtotal. Please refer back to the return policy in regards to how we will issue a refund and our time frame. FullBeauty Brands (d/b/a [redacted]’s) cannot assist Ms. [redacted] with her [redacted]’s credit card. [redacted] is an unrelated third party and FullBeauty Brands (d/b/a [redacted]’s) does not have the ability to accept payments or remove fees and interest. FullBeauty Brands (d/b/a [redacted]’s) does not have the ability to make changes to Ms. [redacted]’s balance. We ask that Ms. [redacted] and your office work directly with [redacted] if she needs further assistance with this matter. [redacted]'s Contact information is as follows: [redacted]
[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, Jasmine D[redacted], Executive Communications Office: 1.800.781.9168 | Fax: 1.866.810.8749 [email protected]
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.
Regards,
[redacted] I have been passed around the offices of Swimsuits for All, this current response makes 6 people who still haven't helped me How , in ANY way has their response helped me?? They still have my money and they have yet to come up with a way to help me. They aren't helpful, but why would they be-- they know they get to keep my money because I have NO way to get it back I see this business as a bait and switch business.This business cares ONLY for their bottom line
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be okay to me. Company still gave me false information on delivery but I have no other option but to wait. Which was explained by the company.
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]
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.
The company provided information it claims was available the day of the attempted purchase. It was not. That it makes the connection now in no way demonstrates I, or any customer, was privy to that information then. In fact, because it wasn't, I called customer service, and was given entirely different information. That is at the heart of my complaint -- that their customer service rep either provided me with wrong information or the company is providing misinformation now. That their reps are poorly trained or misinformed should not be to the customer's detriment. Regardless of whether the customer service rep was right or wrong, I am entitled to rely on their direction, and the company is obligated to honor it. If the company reviews their records, I have been a customer for decades and have never had a serious complaint. Also in the past, if there was a minor error, which occurs sometimes, the company was responsive. It is not clear why they are fighting tooth and nail over this issue, but if they do, so will I. I contend they were engaging in fraud, whether intentionally or inadvertently. Now that they are aware, their actions are certainly intentional. I do not accept their offer because it does not address the issue at hand -- the intent of their advertising language, what information was available to me as a online customer, and what their representative told me over the phone.
Regards,
[redacted]
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.
I have not received this information that was provided to you for merchandise credit. The only emails I have are the ones stating that the returns were received but nothing giving details of the monetary amount being given to me, whether in the form of merchandise credit, gift card or credit on my Woman Within brand card.
I understand the reasoning as all items were returned after 90 days. I just have no information stating that this credit was applied to me. Due to this, I have no way of knowing how to redeem or anything. A third email was sent to customer support stating that I had not received any information about the refund/credit amount. I have not received a response to this third email.
I can't accept this statement from the company because even though it says the letter that they have provided this information to me, I have not received it. As stated above, I have no way of knowing (prior to today) the amounts that they accepted OR how to go about using these funds.
As they agree with my first time of contact being 10/21/15, I feel that they were not supportive and didn't follow up between representatives. It is 3 weeks later and I have no refund/credit information that is due me. I was told that any refund would be returned to me within several business days and this has not been followed. At this time, I am asking for a check in the amount of the refund. Since the company didn't follow the proper procedure, it feels I have been punished and have no access to the funds that were due me.
Regards,[redacted]
Dear [redacted],Thank you for passing along Mr. [redacted]’s communication. We understand Mr. [redacted] is requesting to be removed from all forms of communications from all the FullBeauty family of Brands. He is upset that he received a phone call from FullBeauty Brands and is requesting to cancel his...
cards after they have been paid off.FullBeauty Brands has an inbound call center and our customers are not contacted via phone unless it is requested by the customer or there is a concern which requires our management team to call. A member of management contacted Mr. [redacted] one time in response to written and verbal profanity he used when communicating with our associates. He requested to have all communication stopped on 11/16/16. We immediately removed him from all catalog and email distribution lists as of the date of his request. Mr. [redacted] will no longer receive calls, mail, emails, or catalogs from any of our brands.FullBeauty Brands (d/b/a KingSize and fullbeauty.com) cannot assist Mr. [redacted] with his requests to cancel his KingSize and fullbeauty.com credit cards; [redacted] Bank is the issuer of the credit cards. FullBeauty Brands (d/b/a KingSize and fullbeauty.com) does not have the ability to accept payment or cancel his cards.We ask that Mr. [redacted] work directly with [redacted] Bank if he needs assistance with this matter.[redacted]'s Contact information is as follows: [redacted] Bank [redacted] [redacted] [redacted]Mr. [redacted] mentions that he would like to exchange a product for a smaller size. We have issued a refund for the hoodie in the amount of $48.98.We trust this resolves 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: [email protected]
Dear [redacted],Thank you for passing along Ms. [redacted] [redacted]’s communication. We reached out to her via email after failed phone attempts.We understand that Ms. [redacted] placed an order and redeemed a promotion code for a free striped bag. The website displayed scripting that the coupon had been...
applied but the order arrived without the bag set. The coupon required a minimum purchase of $25 to activate the offer. Ms. [redacted] submitted her order which contained $29 worth of merchandise which she states was enough to qualify for the offer. She is requesting that the free striped bag be shipped to her.Promo code: [redacted]: Free striped weekender bag with orders of $25 or more, just pay extra $1.99 shipping fee. Offer valid while supplies last. We reserve the right to substitute an item of equitable value. One gift per order. Valid on items from womanwithin.com and Woman Within catalogs. Not valid on prior purchases, purchase of gift cards or international orders. May not redeem for cash or combine with other offers. Applies to subtotal only. Excludes items shipped from 3rd party brands, clearance, national brand shoes, national brand lingerie, and Ellos. Expires 2/21/17. Ms. [redacted] purchased one qualifying item at the price of $19.99 and one clearance item at the price of $9.98. Per the promotion code disclaimer, the offer is not valid on clearance items; therefore, the order did not meet the minimum purchase requirement of $25 to activate the offer. Ms. [redacted] must meet or exceed the minimum requirement with eligible items in order to receive the free item.Ms. [redacted] insists that the website indicated she qualified when the coupon was added to her order. The website is intended to inform the customer if the offer is valid and applied but the offer will not activate on the order until the minimum purchase requirement is met. Once the coupon is active, the customer will see the free item as an additional item in the shopping bag.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: 1.800.265.7073lm[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 that Ms. [redacted] recently placed an order and feel she was overcharged for tax. Her understanding is that the maximum tax rate in Texas is 6.25% and...
is requesting a refund in the amount of $1.30.We collect tax where we are legally obligated to collect. The FullBeauty Brands call center is located in El Paso, TX. Due to the call center's physical presence in Texas, there is a provision that allows us to collect the El Paso tax rate which is 8.25%. This rate includes 6.25% state sales tax, 1% city sales tax, .5% El Paso county sales tax, and .5% El Paso city transit department sales and use tax for a total tax rate of 8.25%.We thank Ms. [redacted] for taking the time to inquire and trust we have provided the necessary information to resolve this matter.Sincerely,Lorena M[redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
Dear [redacted], Thank you for passing along [redacted]’s communication. We reached out to her via phone and provided an explanation. We understand that Ms. [redacted] received a catalog advertising our “Buy 1, Get 1 50% off Sitewide 2 day event”. She attempted to place an order for 4...
items, 2 tops and 2 robes, to take advantage of the offer. When placing her order, she was only receiving a discount the tops she attempted to purchased. Ms. [redacted] expected to receive 50% off one of her robes and 50% off one of her tops. The details of the offer are as follows: Buy 1 get 1 50% off. Offer limited to 5 discounts per order. Excludes items shipped directly from 3rd party brands, clearance, national brand shoes and lingerie. For online use only. Not applicable to catalog orders. Discounted item(s) will be the lowest priced item(s). Returns will be credited at the discounted price. Not applicable to gift cards/prior purchases. Applies tosubtotal only. May not be redeemed for cash/combined with other offers. Expires at 08/25/2016 at midnight EST. As indicated, the discount applies to the lowest priced items. The coupon worked as intended and Ms. [redacted] received the discount on the lowest priced eligible items, which were the tops. 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 Communications 500 S. Mesa Hills Dr., El Paso, TX 79912Office: 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 phone and provided an explanation.We understand Ms. [redacted] purchased 4 shirts in petite length. When she received her merchandise, not all of the styles included a tag with the petite...
length indicator. She contacted our online customer support and was advised the merchandise tags do not always indicate the special length (Petite or Tall). Ms. [redacted] is requesting a free return. Our records indicate Ms. [redacted] placed an order on 05/16/17 for 4 shirts in the Petite length. The Polo on her order had the Petite indicator on the tag but the tee shirts did not. As our online customer support indicated, the tags do not always indicate the special lengths (petite and tall). The shirts will be in the advertised length for petite of 26 inches. During our telephone conversation with Ms. [redacted] she indicated that she tried on the Polo but the length was too long for her liking. She admits that she did not try on or measure the length of the tees. Her expectation was that the Petite tops from our company would fit the same as the tees from other companies she purchases from. Fit and length does vary by company.Our return policy as presented online, in catalogs, and on the invoice Ms. R[redacted] received: 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). If our Easy Return Label (ERL) is used, a fee in the amount of $7.50 is charged.Ms. [redacted] has the option to return the merchandise using her own return label and using the carrier of her choice. By doing this, she will not be charged the return fee of $7.50. We ask that she use her original packaging, enclosing the invoice with the merchandise, and return to the address listed on the front of her invoice. Return the package to 2300 Southeastern Ave, Indianapolis, Indiana, 46283-0001, allowing 2 weeks for her return to be received, processed, and credited or refunded. As a reminder, original and return shipping and handling charges are not refunded.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 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 resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. I[redacted]’s communication. We reached out to her via phone and provided an explanation.We understand that Ms. [redacted] returned the merchandise from her recent order and was refund $27.71 to her Visa and $91.00 in the form of 3 gift cards. Due to...
issues she had with the redemption of gift cards on her order, she requested to have the gift cards voided and refunded to her Visa. She has been advised that the refund was issued but has not seen the refund post to her Visa.Our records indicate that Ms. [redacted] placed her and redeemed 3 gift cards totaling $91.00. We were unable to process the order due to the address not matching the billing address on the Visa. Ms. [redacted] corrected the address but this caused an issue with the redemption of the gift cards. Ms. [redacted] was charged the full amount of $118.71 and refunded $91.00 on 8/20/16 which left her with a $27.71 on her credit card.Ms. [redacted] returned the merchandise and the amount remaining on her card was refunded in the amount of $27.71. The gift cards Ms. [redacted] redeemed were issued in the name of one of her relatives; therefore, $91.00 was issued in the form of gift cards.Ms. [redacted] requested to have the gift cards voided and refunded. Since the original gift cards were issued to her relative, the $91.00 was refunded to her relative’s credit card on 10/31/16. Ms. [redacted] was advised of this refund via phone and will be checking with her relative to make sure she received the refund.We thank Ms. [redacted] for taking the time to inquire and trust this resolves 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: [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] had a store credit in the amount of$25.20. She placed an online purchase in the amount of $28.00 but was unable...
to apply the store credit to her order. This resulted in a full charge for the order she submitted. She attempted to resolve this matter via phone and email but has been unable to obtain resolution. She is requesting a refund in the amount of $25.20 to her original payment method. We apologize that Ms. [redacted]’s gift card issue was not resolved. We issued a refund in the amount of $25.20 to Ms. [redacted]’s Visa 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 Ms. [redacted] communication. Ms. [redacted] states she requested to be removed from the catalog distribution lists, but she continues to receive mailings. Our records confirm that Ms. [redacted] sent an email requesting to be...
removed from the catalog distribution list on 3/21/16. We immediately removed her from the distribution lists and flagged Ms. [redacted] as do not mail.We prepare out catalogs in advance and Ms. [redacted]’s name had been sent to the printer’s before she requested to be removed from the catalog mailing list. We show that Ms. [redacted] should receive one additional catalog with an in home delivery date of 4/11/16.We contacted Ms. [redacted] via phone and left a message on her voice mail. We also contacted her via email and provided an explanation on how the customer information is managed. We are confident that this matter is resolved to Ms. [redacted]’s satisfaction.Sincerely,Lorena [redacted]FullBeauty Brands, Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073l[redacted]@fbbrands.com
Dear [redacted], FullBeauty Brands (d/b/a Roaman’s) received the above referenced inquiry from [redacted] forwarded from your office and we are writing to respond. Our understanding is that Ms. [redacted] returned merchandise from a Roaman’s order she placed June 7, 2015. The total amount she...
was refunded was $ 152.47 in the form of a gift card. She indicates that she received an email indicating her return was received but was not aware that another email would be sent with the gift card details. Our return policy states: “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. We will deduct $7.50 from your gift card or refund when processing your return if the Easy Return Label, which is located on the invoice, is used.” This information is provided online, in catalogs, as well as the invoice Ms. [redacted] received with her order. Ms. [redacted]’s return was received after the 90 day period to receive a refund to her original payment method. Per our return policy, she was provided the gift card number and pin on the letter that was sent via email. She was advised that she would not receive a plastic gift card in the mail. Instead, her gift card information would be loaded to our files and would be retained for a period of 90 days. Thereafter it will still be valid, however she will need to provide the details noted on the letter (gift card number and pin) to redeem it toward a new order. Gift cards issued are good for new purchases until a $0.00 balance is reached and cannot be redeemed for cash or credit to a major credit card/bankcard, except where required by law. Ms. [redacted] was advised to retain the Gift Card/pin number for her records as FullBeauty Brands is not responsible for lost or misplaced Gift Cards. As stated on our website: If you're a registered user, or gave your email address to us over the phone, a Return Received email will be sent directly to your email address when your return is received and processed. Please note, a "delivered" scan at our warehouse does not indicate complete processing of your return. Please allow approximately 7 business days from delivery to completely process through our system and generate your return credit. Ms. [redacted] mentioned that she was provided a return received email which indicates her return was received. She was informed in the email that a gift card would be issued if her return was received after 90 days. The email containing the gift card details was sent to her after our system generated her return credit in the form of a gift card. The email was sent to her on 12/31/15 to the same email address she received the email indicating the return was received. Gift cards are bearer instruments (like cash) we do not know who currently holds the cards nor do we track the person the card was issued to after 90 days. We thank Ms. [redacted] for taking the time to inquire and trust that this resolves this matter. Please feel free to let us know if you have further questions or issues.Sincerely,Lorena M[redacted]Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected] | www.fbbrands.com
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.
Thank you for your reply. You have not resolved my issue at all.Attached is the documentation I received direct from PayPal to provide showing I paid for the order. It's a charge not an authorization. It was deducted from my account. There was an authorization for the backordered item and that did fall off. PayPal explained that there was a hard decline because you already charged me and you can't take the same amount twice. Those are their rules and I'm glad about that. Please take a look at the documentation. It has a transaction id not an authorization. I did in fact email this document to your collection department and talked multiple people and they said it was no good. This is not my issue it's between you and PayPal - I'm in the middle here. I urge you to contact them! I paid! Something isn't meshing between you and PayPal.
Regards,
[redacted]
Dear Diane Dove,Thank you for passing along Ms[redacted] communication. We have been unable to communicate with Ms. [redacted] via phone but we have left messages on her voice mail and she has responded via our voice mail.Ms. [redacted] was informed via voice mail that a letter had been sent to her via the US Postal Service on 11/4/15. Due to the time the letter was dropped off, the post office would have pick up the letter on 11/5/15 and the letter will be delivered to her within the 3 business days the US Post Office allows for delivery. She was informed that the Merchandise Credit gift card number, pin, and value for each refund were included in the letter. Enough time has not been allowed to for Ms. [redacted] to receive the letter.Per our return policy: We are happy to issue a refund of 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. * Gift cards issued are good for new purchases until a $0.00 balance is reached and cannot be redeemed for cash or credit to a major credit card/bankcard. We trust this matter is now resolved.
Sincerely,Lorena [redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.800.265.7073l[redacted]@fbbrands.coml[redacted]@fbbrands.com
Dear [redacted],FullBeauty Brands (d/b/a fullbeauty.com) received the above referenced inquiry from Ms. [redacted] forwarded from your office. We understand that Ms. [redacted] closed her fullbeauty credit card in August of 2015 and received charges to the closed account in September and...
October on 2015. She is requesting a reversal of those charges.Our records indicate that Ms. [redacted] placed orders 4 orders from June through August of 2015 on the fullbeauty credit card. She submitted the orders online with the deferred billing request. The orders below were submitted with the deferment request and were charged at the end of the deferment period.Ship Date Invoice # Defer date Deferred amount Order Source6/29/2015 [redacted] 9/29/2015 $204.70 Online order7/20/2015 [redacted] 10/20/2015 $113.98 Online order7/24/2015 [redacted] 10/24/2015 $39.75 Online order8/11/2015 [redacted] 11/11/2015 $43.60 Online order8/14/2015 [redacted] 11/14/2015 $14.61 Online orderTotal Amount Deferred: $416.64 The deferred billing plan agreement as presented online and in catalogs: FULLBEAUTY Brands offers selected customers a 90 day defer payment plan. Enter the defer payment code on the Shopping Bag page to request defer payment for 90 days. Under the defer payment program, the purchase amount will not be charged to your account at the time of your purchase. You are instead electing to have us automatically charge your account on the 90th day following the shipment(s) of your purchase, unless you have contacted us to change your method of payment, on or before the 85th day following the shipment of your purchase. Defer payment items returned during the deferment period will have the charge and credit processed at time of return, which may result in charges to your credit card prior to the expiration of the 90 day deferment. Delay in posting credit or return by customer's credit card issuing bank is not the responsibility of fullbeauty.com®. If you change your method of payment after the order is placed, your method of payment will not be eligible for the defer payment option.Ms. [redacted] did not contact us prior to the 85th day following the shipment of her purchase to provide an alternate payment method. Therefore, her purchases were charged to the credit card provided when she submitted her orders. Fullbeauty.com contracts with a third party bank, Comenity Bank, for its private label credit card program. Comenity Bank is the issuer of the fullbeauty credit card and will allow deferred purchases to be charged to a closed account as long as the purchases were made prior to date the account was closed.Ms. [redacted] stated she sent emails regarding this matter. We checked our email, chat, and phone records and did not locate any inquiries regarding this matter. If Ms. [redacted] sent the inquiries to Comenity Bank, we would have no access of those inquiries.Ms. [redacted] was contacted via email and a copy of her invoices and explanation was provided to her. We are confident that this resolve this matter and provides the explanation Ms. [redacted] was seeking. Sincerely,Lorena [redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.800.265.7073l[redacted]@fbbrands.com