Deliver Star

Review: I purchased a wreath on 5-18-2013 When I received the wreath on 5-29-2013 I could not believe the condition of the wreath but it looked nothing like the wreath I ordered on the website. The wreath was actually falling apart. I returned the wreath via UPS on 5-30-2013 waiting to hear from the company concerning my refund. When I received no response I contact deliver Star on 6-10-2013 and was told that they normally did not give refunds for wreaths purchased thru this company. I sent a email back stating that nothing on the website that I ordered this wreath from stated that you could not return the wreath if not happy with the purchase. Then I recevied another email from Aubrey Konrath stating they could locate my returned wreath. I checked with UPS and the wreath was received by Deliver Star on 6-5-2013 and was signed for by someone named [redacted]. I again contacted [redacted] and provided this information. She stated she would get back to me with my refund info but as of today's date I have heard nothing from this person.Desired Settlement: I would like a refund on my credit card for the full purchase price of $ 59.46

Business

Response:

Good Afternoon,

Thank you for bringing this issue to our attention. Our customers' satisfaction is our first priority. Prior to this notice, we did resolve this incident by initiating a full refund this morning June 19, 2013. This process can take up to five business days to appear in the customer's account.

She is only correct in stating that our standard policy is to not accept returns except under certain circumstances. All of our dried floral arrangements are made-to-order with fresh floral components, therefore given the nature of the product it is difficult for our company to accept returns from "buyer's remorse" purchases. We do have language pertaining to our return policy under "FAQs" on our site. However, if the floral arrangement arrives damaged or suffers any other structural issues, such as a missing component, we highly encourage our customers to contact us first as stated on our website.

This particular customer took the liberty to return the wreath to our warehouse address unbeknownst to us. She reported that she returned the wreath on May 30, 2013, however, the customer did not reach out to us until June 8, 2013. After a customer service representative responded to the email explaining our policy, the customer was informed that once we located the returned wreath, we would inspect its alleged condition and proceed to initiate a full return as per our policies. Because the customer returned the wreath to our shipping warehouse rather than our return facility, it did take additional time to retrieve the package. As of this morning, the package was discovered, although our quality control has not had the opportunity to inspect the wreaths alleged condition. In good faith, we have begun the refund process.

A general manager attempted to contact the customer this morning and left her a detailed message. Our number one priority is and always will be complete satisfaction to all of our customers.

This incident was an unfortunate happenstance that is not characteristic of the Deliver Star brand and regretfully this is our first interaction with The Revdex.com in the eight years we have been in business.

Kindest Regards,