D&R Remodeling, Inc.

Please note we have retrieved the original order confirmation email that was sent to customer after the order was submittedThe confirmation shows that this item was selected for men at the time of purchaseWe have created and sent a prepaid postage return label to customer so that we can issue a
refund for the returned itemUnfortunately, we do not offer exchanges, as the correct gender would need to be reorderedPlease see the confirmation email below.Thank youCustomer Service?
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Thank you for your feedbackThe Customer Service manager has stated that the customer has been refunded and will be contacted for additional incentivesIn addition, we are reviewing phone calls from that day to assess how this customer was handled by the Customer Service RepThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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? ? ? ? I will concider legal actions thenThey will not accept that their system associated the wrong product with online pictureI won't let this die, I will continue with my dispute.? This company is far from fault freeThey need to simply exchange and this complaint will go away.?
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Firstly, we would like to offer our sincerest apologies for any inconvenienceOur records indicate that the order was originally placed July **, and we were notified in regards to the condition of the items on November **, 2017, months after our return policy has expiredCustomers are
offered days to contact us in regards to their purchasesAlthough our policy has expired, we did offer customer the option to return the items for a store creditFragranceNet.com is attempting to offer assistance to customer, however, customer has been provided with a prepaid postage return label so that the items can be returned and a gift certicate can be issuedWe apologize if customer is not happy with our level of compensation but we are unable to offer a replacement or refund after the return policy has expired.? Thank youCustomer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
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This customer was emailed twice to the outlook account that was used in the order.? Resent to gmail address on this complaint

This customer was emailed twice to the outlook account that was used in the order.? Resent to gmail address on this complaint.? Once product is received; return will be processed

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:
[I have mailed the product? here is the tracking # *** *** & I would like a? FULL refund not? deducting the 20% restocking fee since the item wasn't authentic!?
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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Please let me begin with our apologies for any inconvenience you may have experienced when speaking to our Customer Service AgentFragranceNet.com gives our customers the ability to create an account which includes their billing information and stores order historyWe do not retain any payment
information and customers will have to enter that information each time an order is placedWe have verified that you have an established account with us and we were able to confirm that with your current email address.? Again we apologize for any inconvenience this has caused.Thank youFragranceNet.comCustomer Service?

Order #[redacted] was placed on 11/**/2015.  No delivery information available; refund issued for $76.92.  Order #[redacted] was placed on 12/**/2014; standard delivery.  Customer did place this order with same billing and shipping info as order #[redacted].

Our system shows that we received 2 emails from the customer on November [redacted] and that responses were sent the same day. I believe the customer may have misinterpreted what the automated email indicates about returns. The email says “ If the order error was not made by FragranceNet.com, a reduction...

of your credit will be taken to cover the cost of return shipping” Since the customer is making a claim regarding the quality of the product, we will not deduct the shipping charge. We are currently awaiting customers return. Refund will be issued upon receipt. Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Please let me begin with our sincerest apologies for any inconvenience this may have caused youOur records indicate that customer paid with her credit card associated with *** ***Whenever that payment option is used, merchants do not have access to the customers credit card number and we are
notified of the successful charge from ***Therefore, we do not actually charge the customer as we are only notified of the transactionIf customer has verified that payment has been removed from her account twice, we would suggest contacting her credit card company and or *** ***.Thank you***Customer Service

As a long time customer knowing our return policy, ** *** should have inspected the product upon receipt.? A Return Merchandise Authorization has been processed and a return label sent to return the product to us.? Since the time passed is far beyond policy the refund can only be
processed in the form of a Gift Certificate.? The Gift Certificate code is:? *** in the amount of $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted] spoke with two (2) customer service agents and after listening to the recordings of both conversations, I did not hear either agent say anything “hateful” or ”demeaning”.  However, the 2nd agent [redacted] spoke to was terribly rude to her. Although our policy did change regarding coupons over the phone, neither agent did anything to help [redacted] place her order on the web, nor did either agent offer to place the order on our website for her which is TOTALLY UNACCEPTABLE.  Our agents were well educated when our policy changed regarding coupons over the phone.   I find it deplorable the way [redacted] was treated.  Both agents have since been “re-educated” and I trust they will not make this type of error in the future. I sincerely apologize for the frustration [redacted] received regarding our services and would like to offer her a $25 gift certificate should she choose to use our service in the future.  This gift certificate will be accepted over the phone and if [redacted] would like to use a coupon as well, please assure her that the Customer Service Representative will honor her coupon. The $25 gift certificate code is:  [redacted]. If [redacted] has any questions or concerns, please have her reach out to me directly. Thank you,Susan L[redacted] Director, Human Resources [redacted]

Order was placed on Friday, July [redacted], 2016 and shipped on July [redacted], 2016 and package was delivered within 7 business days.  Customer chose our stand delivery which is not a guaranteed service.  Tracking shows package has been delivered.  Please verify receipt so that we may process a...

Return Merchandise Authorization.

Refund issued as customer never received delivery from Post Office.

We have read customers complaint and we will like to express our sincerest apologies for the non-received package and the frustration while attempting to contact our Customer Service Department. Unfortunately, we do experience high call volume that causes longer hold times for our customers, however, we make every attempt to assist each customer within a timely fashion. We do offer our customers additional ways to contact if or when assistance is needed regarding their purchases. Our records show that customers payment method has been refunded in full and typically refunds appear on accounts within 4-7  business days from the date of process. On behalf of myself and [redacted], we would again like to apologize for the inconvenience and please contact us again if further assistance is needed. Thank youCustomer Service