Dragonfly Designz

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThe business owner is vastly misrepresenting the situationIn our initial meeting on July 3, 2015, she told us she would require payment before making the chocolates and get back in touch with us for a confirmationMy wife tried emailing her several times over more than a week time frame before moving from Phoenix and she failed to respond until the day we moved my wife back to [redacted] The "custom" order was six candy sticks made to gender neutral colors of light blue and light yellow and two fish-shaped chocolatesThese could have been resold anywhere if a reasonable effort to cover losses was made but she did not want to resell them so she could claim the lossThe business owner is also vastly misrepresenting he demeanor with usWe started to feel ignored after requesting a refund because that is when our messages were read, I have an iPhone so it showed the status, but never replied toThis is when things became frustrating ause we were being ignored and there was still time for her to cancel the order because she said payment wouldn't process until MondayWe feel as if a partial refund would only be acceptable if the original agreement would have stated that she would make everything prior to payment, again she never communicated this, or that she didn't accept cancellations before payment processedWe contacted her less than hours after I provided her my card information through text messagesThe only reason she never heard from us after the last message was because she very rudely said that she would not give a refund or discuss this any furtherWe in fact messaged her one more time in response to that message and never received a reply so felt the need to file a Revdex.com complaint instead of filing through the courts Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business owner is vastly misrepresenting the situation. In our initial meeting on July 3, 2015, she told us she would require payment before making the chocolates and get back in touch with us for a confirmation. My wife tried emailing her several times over more than a week time frame before moving from Phoenix and she failed to respond until the day we moved my wife back to [redacted] The "custom" order was six candy sticks made to gender neutral colors of light blue and light yellow and two fish-shaped chocolates. These could have been resold anywhere if a reasonable effort to cover losses was made but she did not want to resell them so she could claim the loss. The business owner is also vastly misrepresenting he demeanor with us. We started to feel ignored after requesting a refund because that is when our messages were read, I have an iPhone so it showed the status, but never replied to. This is when things became frustrating ause we were being ignored and there was still time for her to cancel the order because she said payment wouldn't process until Monday. We feel as if a partial refund would only be acceptable if the original agreement would have stated that she would make everything prior to payment, again she never communicated this, or that she didn't accept cancellations before payment processed. We contacted her less than 12 hours after I provided her my card information through text messages. The only reason she never heard from us after the last message was because she very rudely said that she would not give a refund or discuss this any further. We in fact messaged her one more time in response to that message and never received a reply so felt the need to file a Revdex.com complaint instead of filing through the courts. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business owner is vastly misrepresenting the situation. In our initial meeting on July 3, 2015, she told us she would require payment before making the chocolates and get back in touch with us for a confirmation. My wife tried emailing her several times over more than a week time frame before moving from Phoenix and she failed to respond until the day we moved my wife back to [redacted] The "custom" order was six candy sticks made to gender neutral colors of light blue and light yellow and two fish-shaped chocolates. These could have been resold anywhere if a reasonable effort to cover losses was made but she did not want to resell them so she could claim the loss. The business owner is also vastly misrepresenting he demeanor with us. We started to feel ignored after requesting a refund because that is when our messages were read, I have an iPhone so it showed the status, but never replied to. This is when things became frustrating ause we were being ignored and there was still time for her to cancel the order because she said payment wouldn't process until Monday. We feel as if a partial refund would only be acceptable if the original agreement would have stated that she would make everything prior to payment, again she never communicated this, or that she didn't accept cancellations before payment processed. We contacted her less than 12 hours after I provided her my card information through text messages. The only reason she never heard from us after the last message was because she very rudely said that she would not give a refund or discuss this any further. We in fact messaged her one more time in response to that message and never received a reply so felt the need to file a Revdex.com complaint instead of filing through the courts. 

Regards,

I just received your letter in the mail last Saturday the 29th because I had ankle surgery. I called yesterday but missed someone in the office. I'd like to clarify the situation with the following complaint# [redacted]. The customer demands a full refund of $186.56. I would like to explained what...

really happened as their rendition is not correct.July 3'd, 2016 we met for a chocolate tasting. The customer decided on what their order was to be. This was a custom order specifically for their wedding! They picked the chocolate, style oftruffles, packaging, and mailing options. Igave them a ball park pricing on the spot, but would send them an invoice for them to look over and ok. I sent several emails to them regarding their order. They even added to it the week before I made the order. They approved the order once I sent a second invoice for their approval. In this original meeting, I explained to the customer that because this was a custom order that I would need payment by the 14th of August in order to clear for shipping. I also informed them that the chocolates would be made and packaged by the 14th, so that I could mail it to them on Monday 17th. It would arrive to them by Wednesday the 19th for their wedding on Saturday 22nd. I told them that if anything was wrong or melted in the package that it would give me enough time to remake anything and have time to get it to them. They agreed to that and said that was fine.I don't know where the miscommunication happened, but I did not deviate from this plan. followed through with everything I told the customer I planned on doing for their order.  I emailed, called, and text messaged the customer from Monday the 10th-Friday 14th trying to get ahold of them to collect payment for their order due on the 14th (previously discussed). I had no response until Friday night at 7pm. The customer asked to do payment over the phone, whic h I agreed to.  I processed the payment and received the address to mail their order to.  Isent a text confirmation of their purchase. They asked to keep their order in the fridge once received and I agreed that would be good. I told them that 1 would send them the tracking number once I mailed the aider on Monday the 17th. They agreed and the conversation ended.1 understand life happens. Sometimes things change and are out of our control.  I received a text message Saturday morning the 15th at 2:08 pm saying "Hey can we cancel order. Kandy just informed me that we have to pay an extra $343 to have her wedding ring in time for wedding next week."  I was gone out of the office at an event all day and didn't have a chance to respond. I am closed on Sundays and do not work, reply, or do production of any kind with my business. It is my only day off. The customer texted again saying, "Just want to see if you got the last message?" (8/16/15@ 5:01am). Then at 6:34pm on Sunday I receive another text from the customer- "Can we get some type of answer? We need to know if we'll be able to get [redacted] ring from the shop..." I wasn't going to respond because I don't work at all on Sundays, but felt I needed to respond with an answer to help them make a decision on what they were going to do.I wrote back-"Hey [redacted] and [redacted] I'm sorry about the situation. I have already made everything and can't sell the chocolates to anyone else because it's custom for your wedding. What Ican do is refund $90. That's $50 for the shipping and $43 for my time, but I have to cover my cost of product. I can send the refund after it clears tomorrow." The customer didn't think Iwas going to make it until Sunday for some reason, I never told her that. (I can print out all the text messages to show everything.)She thought that I could make and package everything in one day. I already explained to them that it was already to go as of Friday the 14th. After that the harassing and arguing began. The customer then began disagreeing with me. She wasn't getting their way because their situation had changed.The customer demanded a full refund of $186.56, not wanting the chocolates, and claiming that Ican resell the chocolates because it wasn't a custom order. Isympathized with them about their situation, apologized, and explained again, that alii could do for them is refund the $90 or mail their order as originally planned. The texting and harassing me about their order continued until Monday the lih.Isent one last text message explaining my position, what I could do for them, and again apologize for their difficult situation. Itold them "anything after the payment was collected is not my concern. This was my final offer. After this I would not discuss this any longer. Iwish you well on your wedding, in school, and in life. I'm sorry for your situation but wish you the best. Thanks" After their payment cleared on Monday Iwas ready to refund the $90. Ididn't hear back from them until Ireceived the letter from Revdex.com.I wouldn't have a problem refunding their money if their order was not customized and completed. Since it was completed and they knew that upon payment, I need to cover the cost of products. Iwasn't asking to cover my time and expertise in making their order, just the cost of products. Istill have the $90 for them, but they didn't want to accept that amount.  I know that I have been more than patient, flexible, and reasonable with this situation. Running a business is difficult, but Ifeel Iwas valid in my actions, response, and execution of the situation. Iam losing out on all of the packaging, time, and gas. This is my first experience with a cancelled order after it was completed. As a responsible business owner, Ifeel that offering $90 back to the customer is more than reasonable and fair.This is my response and will wait to hear from Revdex.com how to proceed. Iappreciate your time and efforts in my behalf in helping resolve these issues.Thank you,Windi M[redacted] Dragonfly Designz