Cotton Bureau

Our first point of contact with the customer was late on the evening of June 6th whenshe emailed to ask if her return had been processedWe responded to her initialemail the following day during business hours, saying that her return had not beenreceived and asking if she could provide tracking
information and confirm theaddress it had been mailed toShe responded the following day after office hours tosay she didn’t receive tracking information when she mailed it back and that “This isall very shady.” We responded the following business day that we would be happy togo ahead and issue a refund, even without being able to confirm the mailing of thepackage or make an exchange for her to a different size since the size was the statedreason for returnAll of these email exchanges, including a resolution that offered afull refund or an exchange happened within hours of her initial email to us.Five days after our email offering a refund/exchange she responded asking for therefund (this was June 14th.) Unfortunately the email response went to an associatewho was out of office and our team was unaware a customer was waiting on aresponse until almost a week had passedA new member of the team responded onJune 20th to apologize for the delayed response and confirm that we were stilllooking for her return and would be in touch soonThis was an error on our part, aswe had already offered a refund not contingent upon locating the returnThecustomer emailed again on June 22nd to voice her displeasure with the process ofreceiving a refund and to let us know she had filed a complaint with the BetterBusiness BureauWe responded the same day to apologize again and let her knowthat her refund had been issuedShe responded four days later (June 26th) withtracking information which showed the package as deliveredWe responded thefollowing day to thank her for locating that information and to apologize again, forthe poor experience she had