Coldwater Direct, LLC

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved I am please that I received the refund and my new merchandise

Dear Ms [redacted] We are sorry for the inconvenience and frustration you have experienced in locating your check We moved the main contact center to a new location in August and unfortunately, the support team who handles customer checks was not adequately informed on how to handle them Coldwater Creek does not accept checks as payment for an order This policy is published in the catalog and online both on the order form and in the FAQsThe check should have been returned to you immediately with a note indicating our policyYou and I spoke on November and November and the best solution is to stop payment on the check with your bank Coldwater will send you a check by December 1st for the $bank fee I have also contacted the warehouse to send you the pair of pants you wanted at no charge We apologize again for all the confusion and hope you have a very nice holiday season Let me know if there is anything else I can do to assist you [redacted]

Dear *** ***, Thank you for bringing this matter to our attention. We apologize for any inconvenience the Coldwater Creek catalogs have caused. We identified the reason why Coldwater Creek catalogs started mailing to your address again after you had requested to be
removed from the mailings. In 2014, Coldwater Creek was sold to new ownership and requests to be removed from the mailings did not transfer with the ownership. We have audited the database and suppressed your name and address at *** *** *** *** ** ***. Please note that some catalogs are already at the printers and you could receive one more mailing before they cease We hope that this response and our actions resolve your concerns. We are sorry to see you go! Please let us know if there is any other information we can provide for you Sincerely, *** *** Director of Customer Experience

Dear ***, We apologize for the inconvenience you experienced with your recent Coldwater Creek order. We have refunded your order in full and will pursue the lost package with *** The agents are trained to not issue refunds until Coldwater Creek has received the merchandise back
in the warehouse In this case, there were a few missteps that did not follow the typical protocol and could have been handled more proactively by us Please accept our sincere apologies and thank you for shopping with Coldwater CreekSincerely, *** *** Director of Customer Experience

Dear *** ***, Thank you for contacting Coldwater Creek with your concerns. We apologize for any inconvenience this may have caused you. The Contact Center performed a thorough search for the email address, ***, and was not able to find any correspondences
indicating the resident at address: *** *** *** **
*** ** *** wished to be removed from the Coldwater Creek mailing list. However, we acknowledge that the possibility for human oversight does exist when removing people from future mailings and thank you for bringing it to our attention so that we can rectify the situation. I have confirmed with the circulation department that your last catalog will be our “Seasons in Transition” catalog the week of July 24th, which you should have received. We are sad to lose you as a customer and apologize again for the inconvenience. Kind Regards,*** ***Director of Customer Experience

Dear ***,Thank you for reaching out to Coldwater Creek. We are sorry for any inconvenience you have experienced with your return. Upon review of the situation, we are not sure why the *** held your return package if it had correct postage and a return address. We are
working with our couriers to make sure this doesn’t happen again. We have credited your account in full on 4-8-for $224.85.We apologize again for the frustration and hope this resolves the issue.We appreciate your business! Sincerely,*** ***Director of Customer Experience

Dear [redacted],We are very sorry for the issues that you experienced with a Coldwater Creek order.  We have researched the issue and found that a system error was causing your card to sustain multiple pre-authorizations of $89.95.  Your credit card was never actually charged. ...

However, we take very seriously the effect it had on your credit line over the past ten days and the alarm it caused. Below are the details of the order and the discovery of an automated system that did not report the exception when it encountered a variance.  ·         Your order was entered by an agent on 5-18-16.  ·         At the time of your order, one item was in stock and shipped out immediately and one item was on backorder until July.  ·         On 7-8-16, the item became available and the credit card pre-authorization had expired.  ·         At the same time, a leftover shipping charge  was placed on your order in error.·         As common practice in direct-to-consumer retailing, the system needs to run a new pre-authorization to make sure the credit card is still valid prior to shipping.  ·         Because of the leftover shipping charge, the total amount on the order was higher than what Coldwater Creek was attempting to pre-authorize.  ·         As a result, the system was caught in an endless loop of trying to get a pre-authorization on an amount higher than what was initially entered.When you notified Coldwater Creek of the issue on July 14th and July 15th, the call center team corrected the order and removed the inadvertent shipping charge and the order was sent to the warehouse to ship.  The item is currently being packed at the warehouse and should ship by July 19th, 2016.  The call center team also executed full reversals of all open authorizations and your card should be cleared of authorizations as of today, July 18, 2016.  I have drafted a letter to your bank (attached) taking full responsibility for the error and credited you $100.00 for the inconvenience.  We have escalated this atypical systems gap to the quality control team to catch any exceptions in the future.Once again, we are very sorry and would not intentionally take advantage of our customers in an unethical way.  Please accept our apologies and if there is anything else we can do to help rectify the situation, please do not hesitate to contact me at [redacted]. Kind Regards,[redacted]Director of Customer Experience

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
I am please that I received the refund and my new merchandise.

Dear Ms. [redacted] We are sorry for the inconvenience and frustration you have experienced in locating your check.   We moved the main contact center to a new location in August and unfortunately, the support team who handles customer checks was not adequately informed on how to...

handle them.   Coldwater Creek does not accept checks as payment for an order.  This policy is published in the catalog and online both on the order form and in the FAQs. The check should have been returned to you immediately with a note indicating our policy. You and I spoke on November 21 and November 22 and the best solution is to stop payment on the check with your bank.  Coldwater will send you a check by December 1st for the $23 bank fee.  I have also contacted the warehouse to send you the pair of pants you wanted at no charge.  We apologize again for all the confusion and hope you have a very nice holiday season.  Let me know if there is anything else I can do to assist you. [redacted]

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]