Cookies for Kids

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] My credit card company just issued me a refundI never received or signed for the package, therefor I will not be paying for it In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

We sincerely apologize that your package arrived lateHere's what happened: All orders require 1-business days for processing time before they are shipped outThis is noted on our Customer Care page, in the Terms and Conditions on the checkout page, and in the order confirmation emailThis order was shipped the day after the order was placedUnfortunately, we were not provided with an accurate tracking number by the shipping carrierWhen we received the call from the customer in regards to the issue, everything in our system pointed to the item arriving within the correct time frame (2-business days, processing time included)Upon receiving this complaint we did further research and, since we are unable to verify the delivery information, we will be crediting the customer their original shipping charges in the amount of $

On our website, our return policy states that items can be returned unused, unwashed, and with tags still attached within days of the purchase; however, once an item is used, the customer is to contact customer service within days of purchaseOutside of that time frame, we are unable to differentiate between defect and wear and tearSince the purchase date for this order fell outside of that day policy, we were unable to authorize the return for this customer

We sincerely apologize that we were not able to assist the customer with this issueWe are glad that the customer has since received her desired resolution

Our website states that all of our orders require 1-business days to process before they are shipped, as well as the time frame for ground shipping being 3-business daysBoth orders referenced here were placed on Friday, December *Factoring in the 1-business days for processing and 3- business days for delivery, the latest possible date of delivery was Wednesday, December **Because both of these packages were shipped on the 5th business day of processing (Thursday, December **), the shipping for both packages was upgraded to [redacted] Priority 3-Day shippingOrder [redacted] was delivered to the customer on Saturday, December **Order [redacted] was delivered to the customer on Sunday, December **

Customer called us on June [redacted] to inform us of the errorCustomer sent photos the same dayWe sent the customer a prepaid return label and RMA number for her returnTracking for return label (# [redacted] ) shows that the package has not yet been returned to usCustomer was advised that the correct item was out of stock, but was not advised that we would not be able to refund the orderThe item being out of stock would only hinder us from sending a replacement, which is why she was offered an alternate itemThe customer can absolutely have a full refund for the order, shipping charges included, once the item is returned to our warehouse using the prepaid return label provided on June *If the customer needs us to re-send the label to them, please advise the customer to give us a call or email us with this request and we will be happy to do so

We received the email informing us of this issue on Tuesday, December **, after our regular business hoursWe responded on WednesdayDecember **, informing the customer that he could take this item to any store with his packing slip to have the security tag removed and we were issuing a 20% refund
as a token of our apologies for our errorWe also informed him that, since he is outside of the contiguous states, we could not issue a replacement order because he would be subjected to Customs fees and we did not feel that he should pay any additional fees for our errorLastly, we informed him that we were not able to provide a prepaid return label, due to the fact that *** does not provide return labels outside of the USWe then received a phone call from him today, where he stated that he was not able to take the item to a store to have the tag removed and expressed his frustrationsWe then issued the customer a full refund of his charges without requiring him to return the package to us with our sincerest apologies that we were unable to issue a replacement or prepaid return label

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Although I did receive a refund, for which I am thankful, the company still accepts no blame. They make it very clear, that they did not believe me when I told them the package was not delivered on time. There was no effort made to resolve the issue, until they were made aware that I had filed an official complaint with Revdex.com. They chose to rely on assumption and chose not to work with me. I am very disappointed and will not be ordering from them in the future, and will definitely let others know how my issue was handled
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
My credit card company just issued me a refundI never received or signed for the package, therefor I will not be paying for it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

In all the years I've been a consumer, I never experience such bad business operations as I did with Cookie's KidsI placed a order for my son's school uniform Sept I receive the package on Sept **The size was labeled incorrectly on the websiteThe medium I order was for sizes 10-The medium I received was 3-I spoke to a customer representative, they ask me to send a picture of the label then they will provide me with a return labelI was able to ship back the uniform within hours of receiving the shipping labelThey received and process the return on Oct *I called and spoke to another representative on Oct ** to check on the status of my orderShe informed me, they did not process the return or the change since they were not sure what needed to be doneShe also informed me the warehouse manager stated the all the mediums are 3-The size was correctI let her know, the website need to be update then since the website and my email confirmation states the medium is 10-She suggest I order the next size up which I did with her and she resents the order confirmationI waited and 1/weeks to call again and check the status of my order, they assure me I'm getting the next size and I should receive a email once it was shippedI waited a week and call againThey stated it will be shipped on Monday of Nov **I call Nov **, the order is still being processI call again on Nov **, the representative states she going to the warehouse to check on my order and will call me back before the end of the business dayI never receive a callI get the order on Nov **They send me the SAME EXACT SIZE AFTER MONTHS OF BACK AND FORTHI call the next day and spoke to a representative that confirmed, the order was placed for a larger size, there are prior notes on the account that confirms that I called and verified on several occasions the size change as well and a manager would have no problem sending a return label for me, I just need to email a picture of the labels againI send the email once againI get a responds from Shayna B, stating I receive the sizes I ordered and I wasn't approved for a free shipping labelThis of course, prompts another phone callThe email I sent, also included the email confirmation of the updated sizeThe representative does a little digging and after minutes email me the return labelI ship the item on Dec ***day priority mailThey receive the shipment on Dec *I call to speak to customer service once again on Dec 11, which informs me it takes days to process the return and 3-days to reflect in my bank accountHere we are Dec **, still have not receive my refund and I'm writing a complaint to the Revdex.comAs time comsuming as this process was, I was never rude, disrespectful, or loud to any of their representativesI will be calling them once again

Customer placed order *** on September 7, and order ***--the order in question--on September ** This resulted in two charges to the customer's credit cardOrder *** was
cancelled after it was charged to the customer's credit card, so it was refunded in full on September *, leaving only the charge for ***The order in question was shipped on September **, delivered to the business address provided on September **, and was signed for by an employeeAn investigation was started with ***, per the customer's statement that the order was not received; however, the investigation came back confirming that the package was delivered to the business addressThe customer was then informed that based on the investigation results and signature that we can confirm the delivery and are unable to issue a refund or replacement for this orderThe customer subsequently began a dispute with her credit card companyThe credit card company then contacted us for proof of purchase and deliveryWe provided them with all of the requested paperwork and the dispute was resolved in our favor and the funds returned to our account by the customer's credit card company, hence the additional charge that the customer is seeing

I see that we sent an RMA number and prepaid return label to the customer's email address on file with their order on December **Please note that this return label is sent from *** directly and
might have been filtered to the customer's spam folderIf the customer has not yet received this return label, please let us know and we will be happy to re-send the label

Customer placed order *** on September 7, and order ***--the order in question--on September ** This resulted in two charges to the customer's credit cardOrder *** was cancelled after it was charged to the customer's credit card, so it was refunded in full on September *,
leaving only the charge for ***The order in question was shipped on September **, delivered to the business address provided on September **, and was signed for by an employeeAn investigation was started with ***, per the customer's statement that the order was not received; however, the investigation came back confirming that the package was delivered to the business addressThe customer was then informed that based on the investigation results and signature that we can confirm the delivery and are unable to issue a refund or replacement for this orderThe customer subsequently began a dispute with her credit card companyThe credit card company then contacted us for proof of purchase and deliveryWe provided them with all of the requested paperwork and the dispute was resolved in our favor and the funds returned to our account by the customer's credit card company, hence the additional charge that the customer is seeing

Revdex.com:
The seller indicating there would be a customs issue with sending me a replacement product is either ignorant, or not acting in good faithGoods sent internationally can be sent as gifts, samples or replacements for items on which duty has been paidAs for the seller exclusively using *** as a carrier for returns, how is hat the problem of the buyer? There are other carriers out there, the seller could have used a different one to fix the issue. Regardless, I accept the full refund as an acceptable end to this fileI would however like complaint ID *** to remain open until I indeed receive my refundI will inform the Revdex.com when I do.I will continue to try to find a local business willing to remove the tag for meI have so far been unable to. Thank you for your assistance in settling this dispute.
Sincerely,
*** ***

We completely understand your frustration. We have gone ahead and spoken with the manufacturer of this item. The manufacturer is willing to take this item back as a defect, so we will make a one-time exception to this policy. Please give us a call at ###-###-#### to set up your return authorization.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]i bought "RAIN" boots for a 3 year old, not sneakers that you can wear everyday.......but "RAIN"boots for when it rains. so it is the consumers fault that it did not rain within 30 days of purchase, that's what they are saying??????if it would have rained sooner they would have been worn sooner, defected sooner, and returned sooner. this company has since then discontinued the item and discounted them which is probably the real reason why they do not wat to aceot the return. maybe they had had this issue with other consumers and are trying to unload what they have......
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer called us on June * to inform us of the error. Customer sent photos the same day. We sent the customer a prepaid return label and RMA number for her return. Tracking for return label (# [redacted]) shows that the package has not yet been returned to us. Customer was advised...

that the correct item was out of stock, but was not advised that we would not be able to refund the order. The item being out of stock would only hinder us from sending a replacement, which is why she was offered an alternate item. The customer can absolutely have a full refund for the order, shipping charges included, once the item is returned to our warehouse using the prepaid return label provided on June *. If the customer needs us to re-send the label to them, please advise the customer to give us a call or email us with this request and we will be happy to do so.

I see that we sent an RMA number and prepaid return label to the customer's email address on file with their order on December **. Please note that this return label is sent from [redacted] directly and might have been filtered to the customer's spam folder. If the customer has not yet received this...

return label, please let us know and we will be happy to re-send the label.

Revdex.com:At this time, I have not been contacted by Cookies for Kids regarding complaint ID [redacted]Sincerely,[redacted] I contacted the business to resolve the issue. This entailed me contacting [redacted] and having them tell me that it would take a representative from cookies to...

change the shipping address and it would require a fee. I called cookies back to inform them of what I already knew, they would have to contact the shipper because cookies formed the contract and was the customer, and ask them to contact [redacted] and make the changes. The cookies rep did, although reluctantly, and made the change, but not before taking my debit card info so I could pay the fee to have the address corrected. I had to because I didn't wanna incur a bigger loss by losing my package. So I paid for a glitch in their system and they didn't even have a disclaimer on their site warning that this could possibly happen. This all could of been avoided even if they would've just called the warehouse and changed the address before it shipped. Smh.. I'll never shop with them again. So much for customer service.

[redacted] requested an RMA number for the return of 4 skirts on March **. On April *, we received the return. Our returns department received only one skirt in the box, so the exchange was done for that skirt. Our returns process requires that the amount received be both written on the received...

paperwork and electronically entered onto the order itself. We verified with the supervisor of our returns department that the quantity entered in the system was correct. After confirming that only one skirt was received, our customer service representative then called [redacted] and advised him to begin an investigation with the carrier that he used to return the package to us and request compensation through the carrier for the missing items, as he purchased his own shipping label through the carrier directly, rather than purchase one through us.