Duchessa

Review: While visiting [redacted] in early September, I purchased a top that was priced at $155.00. When I got home , I decided that it was not a good fit for me. So I called them them and they agreed to give me a store credit. I mailed it back to them. While it was in transit, they called and said it had gone on sale and I would be receiving 80% since it had gone on sale for 20% off. Today I received a gift certificate in the mail for 50% with a note saying that "unfortunately, these items were placed on a rack at 50% off last week, and I could only issue that amount as a credit" The note continues " When we spoke, they were 20% off, but now have gone down to 50% off " By their own admission they had verbally agreed to give me 80%. THIS IS NOT RIGHT, THEY HAVE MY TOP THAT I PAID $155.00 for and I have a store credit for $82.15Desired Settlement: 100% repacement

Business

Response:

12/10/2013

Dear **. [redacted],

I am sad and sorry to learn we have an unhappy customer. Furthermore, that a representative from my company has mislead one of our shoppers. We are a company of high integrity and are known for excellence in customer service. We have been recognized and have been awarded with multiple customer service awards. I have received the award for Humanitarian of the Year in 2010, presented by Visit [redacted], for my continuous dedication to charities, through sharing the profits of my business. It is my constant goal to provide the best shopping experience in an elegant atmosphere, selling quality products. Our products are primarily made here, in North America.

I am accepting this complaint as a blessing. We have been experiencing issues of memory loss and a lack of comprehension from the employee mentioned in this complaint fn the past 2 years, the 69 year old sales person has suffered much trauma. Her 32 year old daughter was struck by a massive stroke, which has caused paralysis and the inability to speak. Additionally, her husband passed away from cancer. We have been extra attentive to her personal needs and gave her a one year leave of absence to recover. When questioned about this incident- The sales person assured me she had communicated the amount of the customer s credit to be the item value on November 15th and states she told the customer over the phone while preparing the store credit. On November 15, 2013 the item was marked down 50%. Due to her confusion on a daily basis, I believe she doesn't remember. My management staff and I have been concerned about the welfare of this individual. We are trying to contact her family. Which she is now estranged from.

Upon receiving this complaint notification on Friday December 6, in the late afternoon, I called the customer- On the customer's voice-mail- I sincerely apologized on behalf of our company. And requested she contact me so that I could fix this problem immediately. To date of this letter, I have not heard back from the customer.

On December 9, 2013, I respectfully issued a store credit in the adjusted amount to meet the customer’s request. To reconcile and fulfill the quote for a credit of 20% off the item.

Today, December 10, 2013 the adjusted store credit has been sent via the US post Office, requiring a signature confirmation of delivery.

Please know, on November 8, 2013 when the customer called to request the return, we intended to extend a sincere courtesy. And fulfill the customer's request to return a garment, long after the terms of our store policy had expired. We meant to be extremely customer service minded. Again, I apologize for this most unfortunate and most unusual situation.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,