Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ We want to thank this customer for sharing their honest feedbackOn 11/25/the customer purchased Walnut Slop Chairs in White (screen shot of order confirmation attached.) On 11/30/15, the customer purchased Mid-Century Slope Chairs (screen shot of order confirmation attached)These chairs are different sku's with different price points and different colored basesBecause the correct chairs ordered were received, they fall under our 30-Day Return PolicyWe do apologize for any confusion as the chairs look similar at first glanceOur Customer Relationships Lead has been in touch with this customer via phone/email and we are currently waiting for the customer to decide how they'd like to proceed at their earliest connivenceWith a resolution in process, we consider this case closedAs always, we're available to provide any screen shots/call recording/email transcripts/etc Sincerely, Dot & Bo Community Management
Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ We appreciate the customer bringing this to our attention and firstly want to sincerely apologize for this less than ideal delivery expereinceOn January 22nd 2016, our shipping partner delivered out of boxesUpon speaking to customer on the phone, our Customer Relationship rep escalated this order with our operations team to get to the bottom of thingsWe contacted our shipper to request a search for the missing boxes which can take a few business daysUnfortunately, our shipping partner reported the remaining boxes lostOn January 28th, at 2:PM PST, we processed a full refund to customer which should post to their account in 5-business daysA couple hours later at 3:PM PST we followed up to confirm a pick up with Pilot Freight services has been scheduledAgain, this is not the type of experience we want for our valued customers and we hope the customer can accept our sincerest apologiesWith the refund in process and the pick up scheduled, we here at Dot & Bo believe we have acted in good faith and consider this matter resolved
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ We want to thank this customer for sharing their honest feedback and experienceOur VP of Customer Relationships has spoken with the customer on the phone to express our sincerest apologies and to address the lapse in communicationGetting our processes automated and our systems optimized are a top priority to better assist our value customers and avoid experience such as thisThe refund has been processed in full as of 08/26/at 9:AM PST and should post in 5-business daysWe thank the customer again for their patience and for bringing this to our attention, so that we can continue improving our customer experienceWith the refund in process, we consider this case closed
We thank the customer for providing this information, and apologize for the experience they have had with their Spiers SofaThe sofa in question was delivered on 4/16/15, and we were first notified of issues concerning the legs of the sofa on 3/26/-- almost a full year laterThough we communicated with the customer to facilitate an exchange regarding a separate order they had placed, no mention was made of any issues with the legs of the sofa until the end of March, We do request that customers reach out to us within hours of receipt in the uncommon event that anything is amiss with the merchandise they have receivedWe are also happy to review customer inquiries received outside of the hour window, as we understand that things do happenIn this case, too much time had elapsed (including the sofa now being sold out) and so we credited the customer's [redacted] account with $in bonus credit, to be used toward a future order(Screen Shot 2016-03-at AM)
Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ First, we must apologize for the lapse in communication with the customer on their orderTheir email got caught up in a system error and not found till issue was brought to our attentionWe're thankful for the customer reaching back out so we can better assist Unfortunately, the chairs in this customer's order were ready to ship late last week, but they did not pass [redacted] warehouses quality inspectionWe reached out to the designer, which planed to have more completed in 6-weeks We understand this is quite a wait and per the customer's request, the order has been cancelled and refunded as of 5/5/at 9:AM PSTThe customer should see this refund reflected in their account within the next 5-business days We have also applied a store credit to the customer's account as a sincere apology for the lapse in communicationWe hope that if the customer ever decides to give us another shot, we can provide a night/day experience on a future order We are here if the Revdex.com or customer has anymore questions or concernsAgain, we cannot apologize enough for the delay in communicationWith the refund processed, we consider this case closed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ We want to thank this customer for sharing their honest feedbackOn 11/25/the customer purchased Walnut Slop Chairs in White (screen shot of order confirmation attached.) On 11/30/15, the customer purchased Mid-Century Slope Chairs (screen shot of order confirmation attached)These chairs are different sku's with different price points and different colored basesBecause the correct chairs ordered were received, they fall under our 30-Day Return PolicyWe do apologize for any confusion as the chairs look similar at first glanceOur Customer Relationships Lead has been in touch with this customer via phone/email and we are currently waiting for the customer to decide how they'd like to proceed at their earliest connivenceWith a resolution in process, we consider this case closedAs always, we're available to provide any screen shots/call recording/email transcripts/etc Sincerely, Dot & Bo Community Management
Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ We appreciate the customer bringing this to our attention and firstly want to sincerely apologize for this less than ideal delivery expereinceOn January 22nd 2016, our shipping partner delivered out of boxesUpon speaking to customer on the phone, our Customer Relationship rep escalated this order with our operations team to get to the bottom of thingsWe contacted our shipper to request a search for the missing boxes which can take a few business daysUnfortunately, our shipping partner reported the remaining boxes lostOn January 28th, at 2:PM PST, we processed a full refund to customer which should post to their account in 5-business daysA couple hours later at 3:PM PST we followed up to confirm a pick up with Pilot Freight services has been scheduledAgain, this is not the type of experience we want for our valued customers and we hope the customer can accept our sincerest apologiesWith the refund in process and the pick up scheduled, we here at Dot & Bo believe we have acted in good faith and consider this matter resolved
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ We want to thank this customer for sharing their honest feedback and experienceOur VP of Customer Relationships has spoken with the customer on the phone to express our sincerest apologies and to address the lapse in communicationGetting our processes automated and our systems optimized are a top priority to better assist our value customers and avoid experience such as thisThe refund has been processed in full as of 08/26/at 9:AM PST and should post in 5-business daysWe thank the customer again for their patience and for bringing this to our attention, so that we can continue improving our customer experienceWith the refund in process, we consider this case closed
We thank the customer for providing this information, and apologize for the experience they have had with their Spiers SofaThe sofa in question was delivered on 4/16/15, and we were first notified of issues concerning the legs of the sofa on 3/26/-- almost a full year laterThough we communicated with the customer to facilitate an exchange regarding a separate order they had placed, no mention was made of any issues with the legs of the sofa until the end of March, We do request that customers reach out to us within hours of receipt in the uncommon event that anything is amiss with the merchandise they have receivedWe are also happy to review customer inquiries received outside of the hour window, as we understand that things do happenIn this case, too much time had elapsed (including the sofa now being sold out) and so we credited the customer's [redacted] account with $in bonus credit, to be used toward a future order(Screen Shot 2016-03-at AM)
Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ First, we must apologize for the lapse in communication with the customer on their orderTheir email got caught up in a system error and not found till issue was brought to our attentionWe're thankful for the customer reaching back out so we can better assist Unfortunately, the chairs in this customer's order were ready to ship late last week, but they did not pass [redacted] warehouses quality inspectionWe reached out to the designer, which planed to have more completed in 6-weeks We understand this is quite a wait and per the customer's request, the order has been cancelled and refunded as of 5/5/at 9:AM PSTThe customer should see this refund reflected in their account within the next 5-business days We have also applied a store credit to the customer's account as a sincere apology for the lapse in communicationWe hope that if the customer ever decides to give us another shot, we can provide a night/day experience on a future order We are here if the Revdex.com or customer has anymore questions or concernsAgain, we cannot apologize enough for the delay in communicationWith the refund processed, we consider this case closed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)