Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and provided an explanation.We understand that Ms. [redacted] returned 3 items. Ms. [redacted] states she cannot find the email that included the gift card number and pin. She is requesting...
to have a new gift card issued to her.Our goal is our customer’s complete satisfaction! All unworn, unwashed, or defective merchandise may be returned within 90 days. We are happy to issue a refund of the purchase price (excluding shipping and handling charges). If our Easy Return Label (ERL) is used, a fee in the amount of $7.50 charged.Our records indicate Ms. [redacted] returned the merchandise and was refunded the amount of $142.47 on 06/26/15 for the three dresses. The refund included the merchandise subtotal of $149.97 less the $7.50 for the use of the Easy Return Label. An email to this effect with the gift card and pin number was sent on 06/30/15.Our system retains the gift card information for only 90 days. Thereafter it will still be valid, however the customer will need to provide the details noted on the letter (gift card number and pin) to redeem it towards a new order. It is important for the customer to retain the Gift Card/pin number for their records as Roaman's is not responsible for lost or misplaced Gift Cards. 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 1.800.265.7073
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.
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.
The full price of the shipping was not offered back and now after the 5 business days has still not been returned. Although I may have been required to pay the normal shipping in addition to the next day fee, it was not my choice to have to pay shipping twice as they separated the order and shipped the packages individually.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via email after failed phone attempts. A message was left on her voicemail to contact us. We understand that that Ms. [redacted] placed an order online using the PayPal option. She states that the...
amount of $164.93 was deducted from her account on 09/14/16. She contacted Woman Within once she received collection notices informing her that we were unable to obtain payment for the shipped merchandise on her recent order. She contacted PayPal who provided documentation showing the payment was deducted from her account. Ms. [redacted] indicates she has offered to provide the documentation but we have refused to accept the document. She is requesting that Woman Within work with PayPal to resolve this matter. Ms. [redacted] submitted a $177.92 order online using the PayPal option on 09/14/16. At the time the order was submitted, Ms. [redacted]’s account was authorized the full amount of her order. This is not a charge and authorizations drop off the customer’s account within a few days. The authorization is used to ensure the funds are available and the account is still active. The actual charge is captured when the available items are shipped. Ms. [redacted]s order contained one back-ordered item that was not shipped or attempted to be charged. The order with the available items shipped on 9/16/16 and an attempt was made to capture $164.93. We received a hard decline for the attempted capture in the amount of $164.93 on 9/19/16. A letter was mailed on 9/21/16 informing Ms. [redacted] of the matter. She contacted us in October and made arrangements to email the PayPal documents to our collection department. To date, the document has not been email to us. Ms. [redacted] is welcome to email the PayPal document to us at the email address below if she wishes to receive further assistance with this matter. We thank Ms. [redacted] for taking the time to inquire and think we provided the necessary information needed 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: [email protected]
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.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. 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 stil 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,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 have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I can't accept the company response because the email was never received by me. Do you honestly think I haven't looked in spam. The gift card was never sent to me and I do not have it. The only way this will be resolved is to be able to purchase the items I wanted at the price that was listed with the credit I have. I have already explained that I was never given the email with the gift card attached.
Regards,
[redacted]
Dear [redacted]Thank you for passing along [redacted]’ communication. We reached out to him via email and provided an explanation. We understand Mr. [redacted] purchased 3 items for his wife but one was received damaged. He claims he was informed that he would be charged $7.50 for the...
return postage fee. Once he received the return label he requested, he returned the damaged merchandise. He has attempted to track the package but the carriers are unable to provide tracking information. He is requesting a refund for the purchase price of the damaged item, tax, and shipping and handling. Our records indicate Mr. [redacted]’ wife contacted our call center on 03/18/17. She was advised to call customer service the following day since they were closed. Mr. [redacted] contacted us via email that same day and was advised a free SmartPost return label would be mailed and would take 7-10 business days to arrive. On 03/30/17, Mr. [redacted]’ contacted us via email and advised he returned the merchandise on 03/23/17. He requested an immediate refund for the damaged merchandise. As outlined online: “Return processing typically takes up to two weeks from the time you mail the return. Please allow sufficient time for returned item(s) to be received and processed.” Mr. [redacted] did not allow enough time for his return package to be delivered and processed as a return. Our records indicate the merchandise was delivered to our warehouse today, 04/03/17. The merchandise has not been processed as a return and can take 2 to 3 business days from the delivered date to be processed as a return. We have issued an upfront credit in the amount of $39.99 and prorated shipping in the amount of $2.00 for a total of $41.99. Tax was charged and the return fee was not deducted. We ask Mr. [redacted] to allow 48-72 hours for his credit card issuer to post the refund to his account. We thank Mr. [redacted]’ for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. One of their reps was able to provide me with my gift card number after many phone calls.
Regards,
[redacted]
Dear [redacted],
Thank you for passing along Ms. [redacted] communication. FullBeauty Brands (d/b/a Woman Within®, Roaman’s®, Jessica London®, swimsuitsforall®, KingSize®, Brylane Home®) is
committed to providing a positive customer experience and we are confident that we will resolve...
this matter the customer’s satisfaction.
Please be advised that FullBeauty brands catalogs are prepared and mailed in advance and that Mrs. [redacted]’s name and address have been sent to the printer’s before she requested to be removed from the
catalog mailing list. We show that she should stop receiving catalogs soon. We have asked Mrs. [redacted] via e-mail to please allow two to three weeks for the catalogs to stop. We have also contacted our
catalog distribution department and requested detailed catalog delivery information. We will be passing this information to the customer once available.
We trust that this matter is now resolved.
Best regards,
Marcela [redacted]
FullBeauty Brands
Executive Communications Department
Dear Debbie Wells,Thank you for passing along [redacted]’s communication. We reached out to her via email and provided an explanation. We understand Ms. [redacted] placed an order and was pre-approved for a Roaman’s private label credit card which she accepted. She states she was uneasy...
about the application process and contacted a supervisor for more information. Ms. [redacted] was advised only the last 4 digits of her social security number are required during a pre-approval. She states the associate asked for her entire social security number and she is worried about her identity. Ms. [redacted] is requesting to have her Life Lock membership paid for the next 5 years. Our records indicate Ms. [redacted] placed her order on 02/07/17. She was presented with a pre-approved offer for the Roaman’s private label credit card. Our recorded phone records indicate the associate requested the last 4 digits of her social security number. The use of the latest cutting edge technology ensures that her shopping experience will be safe and secure. We encrypt her personal information, including her name, address, and social security number when transmitting information. We constantly update our security procedures and enhance our site and systems to meet the very latest encryption standards. We retain a third party security firm to audit our procedures to ensure compliance with these standards. All of her sensitive information is scrambled before, during and after her order is placed. Unfortunately, we are unable to assist Ms. [redacted] with her request to pay for her Lock Life membership. Ms. [redacted]’s order is currently in process and an email shipping confirmation will be deployed once her order is shipped. We thank Ms. [redacted] for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They did contact me and did offer the 40% off the current prices as stated. However, this would still make the price of the jacket higher than my original order, therefore it is unacceptable to me. They stated that the clearance items were on a separate page of their website. That may be true, but I reached the page for this particular jacket through a pop-up ad on my laptop, not directly from their website. The pop-up showed the jacket in cobalt blue for $34.88 with no mention of clearance. It took me directly to the page of their website for that jacket alone, not a clearance page. There was also no mention of it being a clearance item on my order confirmation.The order confirmation also stated "shipping by 8/19" with no mention of that being only an estimation. I have received additional dates of 9/19, 9/20 and 10/16 from them. The representative who called me yesterday said (and this is the first time I have heard this) that it is a discontinued color and they only have one more shipment due in. If my order is not high enough on the waiting list to be filled with this shipment, it will be cancelled. I believe any business worth their salt would not have policies that are so unclear and unfair to their customers. Unfair business practices should not be allowed with a company that has an A+ rating from the Revdex.com. I have sent them 5 separate inquiries and this is the first time they have bothered to tell me it was a discontinued item.
Regards,
[redacted]
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] placed an order accepting a Brylane Home private label credit card. She states her order had a promotion and deferred billing code....
However, the statement she received indicated the order was not on deferred billing. She is requesting to have the interest charges removed. We inform our customer about the benefits which include deferred billing when a customer opens a private label credit card. However, this does not indicate the order will have deferred billing. Ms. [redacted] needed to have provided the deferred billing code at the time of purchase.As stated online:"[redacted]FULLBEAUTY Brands offers selected customers a 90 day defer payment plan. Enter the defer payment code on the Shopping Bag page. You must request to defer payment for 90 days. You may use your defer payment plan code with any other savings promotion code. Defer Payment not valid on items from ebags. Not applicable to prior purchases and gift/ e-gift cards. 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 BrylaneHome®. 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. Important details for each payment method to which a defer payment plan order may be charged to are: Woman Within® , Roaman's® , KingSize® , Bargain Catalog Outlet® , BrylaneHome® ,Jessica London® or fullbeauty® Platinum Credit Cards. Purchases to your existing credit card account under the defer payment program are subject to credit approval. Your available credit on your credit account will be reduced by the sum amount of unbilled charges you have under the defer payment program."Our records indicate Ms. [redacted] contacted our call center on 01/10/18 to advise her order did not receive deferred billing. We have a 30-day courtesy window to defer the order. Ms. [redacted] placed her order on 11/04/17 which exceeded our 30-day courtesy period, and are unable to extend the courtesy period to honor her request. FullBeauty Brands (d/b/a Brylane Home) cannot assist Ms. [redacted] with her request concerning the Brylane Home credit card; [redacted] is the issuer of this credit card. FullBeauty Brands (Brylane Home) cannot accept payment, cancel a card, or remove interest charges.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] We thank Ms. [redacted] for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
Dear [redacted],Thank you for passing along [redacted]'s communication. We reached out to her via email and provided an explanation of this matter. We understand Ms. [redacted] had an item on backorder that she canceled. She states she was still charged $27.17 for the canceled...
merchandise. She is requesting to have the amount refunded. Our records indicate Ms. [redacted] placed an order on 12/24/17 for a sleepshirt totaling $27.18. The item on her order was on backorder and canceled, per her request, on 01/08/18. We do not charge our credit customers for back-ordered items until we ship the merchandise; therefore, we did not charge Ms. [redacted] for this canceled sleepshirt.On 01/05/18, Ms. [redacted] placed an order via fullbeauty.com for two briefs. This order total of $27.17 was charged when the merchandise was shipped on 1/9/18. This charge is the amount she currently sees charged to her account. We have provided Ms. [redacted] the order number and the details of the order in a separate email. We thank Ms. [redacted] for taking the time to inquire and trust that this resolves 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: 1.866.810.8749
Dear [redacted], Thank you for passing along [redacted]‘ communication. We contacted her via email and provided an explanation regarding her returns and the fees associated with the returns. We understand that Ms. [redacted] returned merchandise and was expecting to receive a...
full refund including shipping fees. She did not make her payments on her fullbeauty credit card which then incurred interest and late fees. She is requesting that her account reflect a zero balance and for her credit report to not reflect any negative information. Our merchandise return policy as presented online, in catalogs, and our invoices: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within 90 days. We are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges). “Ms. [redacted] returned the merchandise using our Easy Return Labels (ERL) which was attached to her invoice. The returns were processed and refunded on 3/24/16 in the amount of $59.98 to her fullbeauty credit card. Per our return policy, the shipping and handling fee in the amount of $11.99 is not refundable.Our invoices and the website informed Ms. [redacted] that she can use the return label on the front of the invoice and the cost of $7.50 would be charged when processing her return. The amount of $7.50 was charged to her fullbeauty credit card for the return label used to return merchandise. Ms. [redacted] retained a total postage liability of the following amount:Shipping and handling fee: $11.99Easy Return Labels (ERL): $7.50Total Postage Liability: $19.49 The postage liability in the amount of $19.49 remained on Ms. [redacted] fullbeauty credit card and would have incurred late fees and interest if the payments were not sent or received on time.FullBeauty contracts with a third party bank, [redacted], for its private label credit card program. [redacted] is the issuer of the fullbeauty credit card. FullBeauty Brands (d/b/a fullbeauty.com) does not have the ability to accept payment, remove fees and interest, cancel a card, nor does it have the ability to make changes to a customer's credit report. We ask that Ms. [redacted] and your office work directly with [redacted] if you need any further assistance with this matter. [redacted]'s Contact information is as follows: [redacted] [redacted]
[redacted]
[redacted]We thank Ms. [redacted] for taking the time to inquiry and trust that this resolves this matter. Please feel free to let me know if you have any other questions.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.866.810.8749l[redacted]@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.
A "flat" as Roamans put it, is a sandal. A sandal is a type of shoe, so Roamans is trying to mince words and use bait and switch to use deception in the advertisement. Roamans is simply lying to the public. Is the Revdex.com going to allow this to happen?
Regards,
[redacted]
Dear [redacted],Thanks for passing along Mr. [redacted] inquiry. FullBeauty Brands (d/b/a King Size) is committed to providinga positive customer experience and we are confident we can resolve this matter to the customer satisfaction.Our records show, that two on-line orders were placed on Mr....
[redacted] credit card on 9/27/15 under the sameconfirmation number but with the wrong customer name and address. We also show that one of the orders was successfully cancelled following his telephone request. Unfortunately, the second order went thru and his credit card was charged $40.22 due to a systemic issue.Please be advised that Mr. [redacted] was contacted via e-mail and offered an apology and an explanation of theproblem. We also notified him that a credit in the amount of $40.22 went back to the original method of payment on 10/01/15, which should post into the customer’s account within 2-3 business days. Please be also advised, that we sent Mr. [redacted] a $25 e-card as an apology for the inconvenience and to invitehim to shop from us again. We trust this matter is now resolved.Sincerely, Marcela [redacted]FullBeauty BrandsExecutive Communications Department
Dear [redacted], Thank you for passing along Ms. [redacted]’s communication. We reached out to her via phone and resolved the matter to her satisfaction. We understand that Ms. [redacted] purchased two items, in which one of the items is on backorder. The available...
item was shipped but was the incorrect item. Ms. [redacted] returned the merchandise and requested an exchange. The returned merchandise was flagged as an order placed over a year ago and a merchandise credit was issued for the merchandise. Ms. [redacted] is requesting to receive the correct item. The order was placed on 08/07/16 and the returned merchandise was within our 90 day return policy. We have voided the merchandise credit issued to Ms. [redacted] and issued the correct refund in the amount of $19.99 to her original method of payment. As requested, we have placed an exchange order for the correct item. Ms. [redacted] will see a refund and a charge for $19.99. We thank Ms. [redacted] for taking the time to inquire and trust that this resolves 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: 1.888.810.8749
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and resolved this matter to her satisfaction.We understand that Ms. [redacted] placed an order that was shipped through Shoebuy. The shoes she received were not the shoes she ordered. She contacted...
Shoebuy for assistance with the return and was informed she would be responsible for a restocking fee the refund would be issued in the form of a merchandise certificate. She is requesting a full refund to her original payment method.We understand how it can be confusing to our customers when our 3rd party vendors have different return policies from our own. Our 3rd party vendors do not have the option to refund in the form of a gift card from their store. We reached out to Shoebuy via email to request a postage paid return label to be emailed to Ms. [redacted]. A full refund will be issued to Ms. [redacted]’s original payment method. 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 Ms. [redacted]’s communication. We reached out to her via email and resolved this matter to her satisfaction.We understand that Ms. [redacted] placed an order and redeemed a promotion code that offered a $250 travel voucher. Prior to placing her...
order, she contacted our company to confirm the validity of the offer. She was informed that the offer was valid but has not received the travel voucher. Ms. [redacted] is requesting to receive her $250 travel voucher. Our records indicate Ms. [redacted] placed her order on 11/22/2016. Her order did qualify for the $250 travel voucher. Unfortunately, a systematic issue occurred and the travel voucher code was not sent to Ms. [redacted]. We have provided the code to her in a separate email. We thank Ms. [redacted] for taking the time to inquire and apologize for any inconvenience this has caused her. We trust this resolves this matter. Please feel free to let us know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands (d/b/a Swimsuitsforall), Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and provided an explanation.We understand that Ms. [redacted] returned 3 items. Ms. [redacted] states she cannot find the email that included the gift card number and pin. She is requesting...
to have a new gift card issued to her.Our goal is our customer’s complete satisfaction! All unworn, unwashed, or defective merchandise may be returned within 90 days. We are happy to issue a refund of the purchase price (excluding shipping and handling charges). If our Easy Return Label (ERL) is used, a fee in the amount of $7.50 charged.Our records indicate Ms. [redacted] returned the merchandise and was refunded the amount of $142.47 on 06/26/15 for the three dresses. The refund included the merchandise subtotal of $149.97 less the $7.50 for the use of the Easy Return Label. An email to this effect with the gift card and pin number was sent on 06/30/15.Our system retains the gift card information for only 90 days. Thereafter it will still be valid, however the customer will need to provide the details noted on the letter (gift card number and pin) to redeem it towards a new order. It is important for the customer to retain the Gift Card/pin number for their records as Roaman's is not responsible for lost or misplaced Gift Cards. 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 1.800.265.7073
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.
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.
The full price of the shipping was not offered back and now after the 5 business days has still not been returned. Although I may have been required to pay the normal shipping in addition to the next day fee, it was not my choice to have to pay shipping twice as they separated the order and shipped the packages individually.
Regards,
[redacted]
Dear [redacted],Thank you for passing along Ms. [redacted]’s communication. We reached out to her via email after failed phone attempts. A message was left on her voicemail to contact us. We understand that that Ms. [redacted] placed an order online using the PayPal option. She states that the...
amount of $164.93 was deducted from her account on 09/14/16. She contacted Woman Within once she received collection notices informing her that we were unable to obtain payment for the shipped merchandise on her recent order. She contacted PayPal who provided documentation showing the payment was deducted from her account. Ms. [redacted] indicates she has offered to provide the documentation but we have refused to accept the document. She is requesting that Woman Within work with PayPal to resolve this matter. Ms. [redacted] submitted a $177.92 order online using the PayPal option on 09/14/16. At the time the order was submitted, Ms. [redacted]’s account was authorized the full amount of her order. This is not a charge and authorizations drop off the customer’s account within a few days. The authorization is used to ensure the funds are available and the account is still active. The actual charge is captured when the available items are shipped. Ms. [redacted]s order contained one back-ordered item that was not shipped or attempted to be charged. The order with the available items shipped on 9/16/16 and an attempt was made to capture $164.93. We received a hard decline for the attempted capture in the amount of $164.93 on 9/19/16. A letter was mailed on 9/21/16 informing Ms. [redacted] of the matter. She contacted us in October and made arrangements to email the PayPal documents to our collection department. To date, the document has not been email to us. Ms. [redacted] is welcome to email the PayPal document to us at the email address below if she wishes to receive further assistance with this matter. We thank Ms. [redacted] for taking the time to inquire and think we provided the necessary information needed 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: [email protected]
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.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. 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 stil 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,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 have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I can't accept the company response because the email was never received by me. Do you honestly think I haven't looked in spam. The gift card was never sent to me and I do not have it. The only way this will be resolved is to be able to purchase the items I wanted at the price that was listed with the credit I have. I have already explained that I was never given the email with the gift card attached.
Regards,
[redacted]
Dear [redacted]Thank you for passing along [redacted]’ communication. We reached out to him via email and provided an explanation. We understand Mr. [redacted] purchased 3 items for his wife but one was received damaged. He claims he was informed that he would be charged $7.50 for the...
return postage fee. Once he received the return label he requested, he returned the damaged merchandise. He has attempted to track the package but the carriers are unable to provide tracking information. He is requesting a refund for the purchase price of the damaged item, tax, and shipping and handling. Our records indicate Mr. [redacted]’ wife contacted our call center on 03/18/17. She was advised to call customer service the following day since they were closed. Mr. [redacted] contacted us via email that same day and was advised a free SmartPost return label would be mailed and would take 7-10 business days to arrive. On 03/30/17, Mr. [redacted]’ contacted us via email and advised he returned the merchandise on 03/23/17. He requested an immediate refund for the damaged merchandise. As outlined online: “Return processing typically takes up to two weeks from the time you mail the return. Please allow sufficient time for returned item(s) to be received and processed.” Mr. [redacted] did not allow enough time for his return package to be delivered and processed as a return. Our records indicate the merchandise was delivered to our warehouse today, 04/03/17. The merchandise has not been processed as a return and can take 2 to 3 business days from the delivered date to be processed as a return. We have issued an upfront credit in the amount of $39.99 and prorated shipping in the amount of $2.00 for a total of $41.99. Tax was charged and the return fee was not deducted. We ask Mr. [redacted] to allow 48-72 hours for his credit card issuer to post the refund to his account. We thank Mr. [redacted]’ for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. One of their reps was able to provide me with my gift card number after many phone calls.
Regards,
[redacted]
Dear [redacted],
Thank you for passing along Ms. [redacted] communication. FullBeauty Brands (d/b/a Woman Within®, Roaman’s®, Jessica London®, swimsuitsforall®, KingSize®, Brylane Home®) is
committed to providing a positive customer experience and we are confident that we will resolve...
this matter the customer’s satisfaction.
Please be advised that FullBeauty brands catalogs are prepared and mailed in advance and that Mrs. [redacted]’s name and address have been sent to the printer’s before she requested to be removed from the
catalog mailing list. We show that she should stop receiving catalogs soon. We have asked Mrs. [redacted] via e-mail to please allow two to three weeks for the catalogs to stop. We have also contacted our
catalog distribution department and requested detailed catalog delivery information. We will be passing this information to the customer once available.
We trust that this matter is now resolved.
Best regards,
Marcela [redacted]
FullBeauty Brands
Executive Communications Department
Dear Debbie Wells,Thank you for passing along [redacted]’s communication. We reached out to her via email and provided an explanation. We understand Ms. [redacted] placed an order and was pre-approved for a Roaman’s private label credit card which she accepted. She states she was uneasy...
about the application process and contacted a supervisor for more information. Ms. [redacted] was advised only the last 4 digits of her social security number are required during a pre-approval. She states the associate asked for her entire social security number and she is worried about her identity. Ms. [redacted] is requesting to have her Life Lock membership paid for the next 5 years. Our records indicate Ms. [redacted] placed her order on 02/07/17. She was presented with a pre-approved offer for the Roaman’s private label credit card. Our recorded phone records indicate the associate requested the last 4 digits of her social security number. The use of the latest cutting edge technology ensures that her shopping experience will be safe and secure. We encrypt her personal information, including her name, address, and social security number when transmitting information. We constantly update our security procedures and enhance our site and systems to meet the very latest encryption standards. We retain a third party security firm to audit our procedures to ensure compliance with these standards. All of her sensitive information is scrambled before, during and after her order is placed. Unfortunately, we are unable to assist Ms. [redacted] with her request to pay for her Lock Life membership. Ms. [redacted]’s order is currently in process and an email shipping confirmation will be deployed once her order is shipped. We thank Ms. [redacted] for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.800.265.7073
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They did contact me and did offer the 40% off the current prices as stated. However, this would still make the price of the jacket higher than my original order, therefore it is unacceptable to me. They stated that the clearance items were on a separate page of their website. That may be true, but I reached the page for this particular jacket through a pop-up ad on my laptop, not directly from their website. The pop-up showed the jacket in cobalt blue for $34.88 with no mention of clearance. It took me directly to the page of their website for that jacket alone, not a clearance page. There was also no mention of it being a clearance item on my order confirmation.The order confirmation also stated "shipping by 8/19" with no mention of that being only an estimation. I have received additional dates of 9/19, 9/20 and 10/16 from them. The representative who called me yesterday said (and this is the first time I have heard this) that it is a discontinued color and they only have one more shipment due in. If my order is not high enough on the waiting list to be filled with this shipment, it will be cancelled. I believe any business worth their salt would not have policies that are so unclear and unfair to their customers. Unfair business practices should not be allowed with a company that has an A+ rating from the Revdex.com. I have sent them 5 separate inquiries and this is the first time they have bothered to tell me it was a discontinued item.
Regards,
[redacted]
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] placed an order accepting a Brylane Home private label credit card. She states her order had a promotion and deferred billing code....
However, the statement she received indicated the order was not on deferred billing. She is requesting to have the interest charges removed. We inform our customer about the benefits which include deferred billing when a customer opens a private label credit card. However, this does not indicate the order will have deferred billing. Ms. [redacted] needed to have provided the deferred billing code at the time of purchase.As stated online:"[redacted]FULLBEAUTY Brands offers selected customers a 90 day defer payment plan. Enter the defer payment code on the Shopping Bag page. You must request to defer payment for 90 days. You may use your defer payment plan code with any other savings promotion code. Defer Payment not valid on items from ebags. Not applicable to prior purchases and gift/ e-gift cards. 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 BrylaneHome®. 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. Important details for each payment method to which a defer payment plan order may be charged to are: Woman Within® , Roaman's® , KingSize® , Bargain Catalog Outlet® , BrylaneHome® ,Jessica London® or fullbeauty® Platinum Credit Cards. Purchases to your existing credit card account under the defer payment program are subject to credit approval. Your available credit on your credit account will be reduced by the sum amount of unbilled charges you have under the defer payment program."Our records indicate Ms. [redacted] contacted our call center on 01/10/18 to advise her order did not receive deferred billing. We have a 30-day courtesy window to defer the order. Ms. [redacted] placed her order on 11/04/17 which exceeded our 30-day courtesy period, and are unable to extend the courtesy period to honor her request. FullBeauty Brands (d/b/a Brylane Home) cannot assist Ms. [redacted] with her request concerning the Brylane Home credit card; [redacted] is the issuer of this credit card. FullBeauty Brands (Brylane Home) cannot accept payment, cancel a card, or remove interest charges.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] We thank Ms. [redacted] for taking the time to inquire and trust that this matter is now resolved. Please feel free to let me know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands Executive CommunicationsOffice: 1.800.781.9168 | Fax: 1.866.810.8749
Dear [redacted],Thank you for passing along [redacted]'s communication. We reached out to her via email and provided an explanation of this matter. We understand Ms. [redacted] had an item on backorder that she canceled. She states she was still charged $27.17 for the canceled...
merchandise. She is requesting to have the amount refunded. Our records indicate Ms. [redacted] placed an order on 12/24/17 for a sleepshirt totaling $27.18. The item on her order was on backorder and canceled, per her request, on 01/08/18. We do not charge our credit customers for back-ordered items until we ship the merchandise; therefore, we did not charge Ms. [redacted] for this canceled sleepshirt.On 01/05/18, Ms. [redacted] placed an order via fullbeauty.com for two briefs. This order total of $27.17 was charged when the merchandise was shipped on 1/9/18. This charge is the amount she currently sees charged to her account. We have provided Ms. [redacted] the order number and the details of the order in a separate email. We thank Ms. [redacted] for taking the time to inquire and trust that this resolves 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: 1.866.810.8749
Dear [redacted], Thank you for passing along [redacted]‘ communication. We contacted her via email and provided an explanation regarding her returns and the fees associated with the returns. We understand that Ms. [redacted] returned merchandise and was expecting to receive a...
full refund including shipping fees. She did not make her payments on her fullbeauty credit card which then incurred interest and late fees. She is requesting that her account reflect a zero balance and for her credit report to not reflect any negative information. Our merchandise return policy as presented online, in catalogs, and our invoices: “Our goal is your complete satisfaction! If we have not delighted you, all unworn, unwashed or defective merchandise may be returned within 90 days. We are happy to send you a new size, color or style or issue a refund for the purchase price (excluding shipping and handling charges). “Ms. [redacted] returned the merchandise using our Easy Return Labels (ERL) which was attached to her invoice. The returns were processed and refunded on 3/24/16 in the amount of $59.98 to her fullbeauty credit card. Per our return policy, the shipping and handling fee in the amount of $11.99 is not refundable.Our invoices and the website informed Ms. [redacted] that she can use the return label on the front of the invoice and the cost of $7.50 would be charged when processing her return. The amount of $7.50 was charged to her fullbeauty credit card for the return label used to return merchandise. Ms. [redacted] retained a total postage liability of the following amount:Shipping and handling fee: $11.99Easy Return Labels (ERL): $7.50Total Postage Liability: $19.49 The postage liability in the amount of $19.49 remained on Ms. [redacted] fullbeauty credit card and would have incurred late fees and interest if the payments were not sent or received on time.FullBeauty contracts with a third party bank, [redacted], for its private label credit card program. [redacted] is the issuer of the fullbeauty credit card. FullBeauty Brands (d/b/a fullbeauty.com) does not have the ability to accept payment, remove fees and interest, cancel a card, nor does it have the ability to make changes to a customer's credit report. We ask that Ms. [redacted] and your office work directly with [redacted] if you need any further assistance with this matter. [redacted]'s Contact information is as follows: [redacted] [redacted]
[redacted]
[redacted]We thank Ms. [redacted] for taking the time to inquiry and trust that this resolves this matter. Please feel free to let me know if you have any other questions.Sincerely,Lorena M[redacted], Executive CommunicationsOffice: 915.225.4131 | Fax: 1.866.810.8749l[redacted]@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.
A "flat" as Roamans put it, is a sandal. A sandal is a type of shoe, so Roamans is trying to mince words and use bait and switch to use deception in the advertisement. Roamans is simply lying to the public. Is the Revdex.com going to allow this to happen?
Regards,
[redacted]
Dear [redacted],Thanks for passing along Mr. [redacted] inquiry. FullBeauty Brands (d/b/a King Size) is committed to providinga positive customer experience and we are confident we can resolve this matter to the customer satisfaction.Our records show, that two on-line orders were placed on Mr....
[redacted] credit card on 9/27/15 under the sameconfirmation number but with the wrong customer name and address. We also show that one of the orders was successfully cancelled following his telephone request. Unfortunately, the second order went thru and his credit card was charged $40.22 due to a systemic issue.Please be advised that Mr. [redacted] was contacted via e-mail and offered an apology and an explanation of theproblem. We also notified him that a credit in the amount of $40.22 went back to the original method of payment on 10/01/15, which should post into the customer’s account within 2-3 business days. Please be also advised, that we sent Mr. [redacted] a $25 e-card as an apology for the inconvenience and to invitehim to shop from us again. We trust this matter is now resolved.Sincerely, Marcela [redacted]FullBeauty BrandsExecutive Communications Department
Dear [redacted], Thank you for passing along Ms. [redacted]’s communication. We reached out to her via phone and resolved the matter to her satisfaction. We understand that Ms. [redacted] purchased two items, in which one of the items is on backorder. The available...
item was shipped but was the incorrect item. Ms. [redacted] returned the merchandise and requested an exchange. The returned merchandise was flagged as an order placed over a year ago and a merchandise credit was issued for the merchandise. Ms. [redacted] is requesting to receive the correct item. The order was placed on 08/07/16 and the returned merchandise was within our 90 day return policy. We have voided the merchandise credit issued to Ms. [redacted] and issued the correct refund in the amount of $19.99 to her original method of payment. As requested, we have placed an exchange order for the correct item. Ms. [redacted] will see a refund and a charge for $19.99. We thank Ms. [redacted] for taking the time to inquire and trust that this resolves 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: 1.888.810.8749
Dear [redacted],Thank you for passing along [redacted]’s communication. We reached out to her via email and resolved this matter to her satisfaction.We understand that Ms. [redacted] placed an order that was shipped through Shoebuy. The shoes she received were not the shoes she ordered. She contacted...
Shoebuy for assistance with the return and was informed she would be responsible for a restocking fee the refund would be issued in the form of a merchandise certificate. She is requesting a full refund to her original payment method.We understand how it can be confusing to our customers when our 3rd party vendors have different return policies from our own. Our 3rd party vendors do not have the option to refund in the form of a gift card from their store. We reached out to Shoebuy via email to request a postage paid return label to be emailed to Ms. [redacted]. A full refund will be issued to Ms. [redacted]’s original payment method. 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 Ms. [redacted]’s communication. We reached out to her via email and resolved this matter to her satisfaction.We understand that Ms. [redacted] placed an order and redeemed a promotion code that offered a $250 travel voucher. Prior to placing her...
order, she contacted our company to confirm the validity of the offer. She was informed that the offer was valid but has not received the travel voucher. Ms. [redacted] is requesting to receive her $250 travel voucher. Our records indicate Ms. [redacted] placed her order on 11/22/2016. Her order did qualify for the $250 travel voucher. Unfortunately, a systematic issue occurred and the travel voucher code was not sent to Ms. [redacted]. We have provided the code to her in a separate email. We thank Ms. [redacted] for taking the time to inquire and apologize for any inconvenience this has caused her. We trust this resolves this matter. Please feel free to let us know if you have any other questions.Sincerely,Jasmine D[redacted] FullBeauty Brands (d/b/a Swimsuitsforall), Executive CommunicationsOffice: 1.800.781.9168 | Fax: [email protected]