Hello, Unfortunately, as we have politely explained to this customer, the cost of expedited shipping is not refundable This charge was used specifically for the price we paid to ship the order via FedEx Two Day to the customer We do offer free standard shipping via USPS with all orders placed on our website and [redacted] .com; however, the customer selected FedEx Day service with the additional $charge The order was shipped to the customer and delivered via FedEx in days as promised This cannot be refunded because we paid the $charge to FedEx for this customer’s Day service We have issued a full refund for the price the customer paid for the product However, we will not be able to issue a refund for the cost of the expedited shipping that the customer selected and utilized when placing the order as we are unable to receive a refund from FedEx for the shipping cost when a customer returns product We make every effort to make shopping online as simple as possible We offer several expedited options so customers can receive product within a specific time frame We try to make these as affordable as possible, only charging what FedEx charges us to ship the product Unfortunately since the $has already been paid to Fedex for the used service, we are unable to issue a refund If I may be of further assistance, please let me know Sincerely, [redacted] Director of Operations Breakout Bras
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this does not resolve my complaint.
1) Canada Post's standard shipping option does not include trackingThis is not an acceptable form of shipping2) I made it clear that I live out of town, so getting to the post office would be delayedNot that this should be relevant, but I have a special needs son and a husband who works out of the province so I am not able to do errands as I pleaseIt was inconvenient to go to the post office and I did not make it a priority.
3) I also made it clear that I would be shipping both items together and I was never told this would be an issue until after the fact.
4) I did not "demand" anything in regards to the shipping, I "demanded" a more reasonable solution to the situation regarding the bra, which left me in the condition your refund statement requires
5) When on the phone with***, she referred to the "odour" as "body odour" countless timesNot only is that impossible, it was of course offensive
6) I do not think what Breakout Bras is considering a solution to be soThey have either fabricated the shape of the bra or these misfortunes happened during the shipment process, which is out of my controlIf you take the time to google this company, you will see I am not the only former customer with this problem, which is why I decided to report the matterI also commented on their *** page, in a truthful manner, and they were quick to delete it.
I forwarded *** email in regards to not accepting the return, with the addition of my comments
Regards,*** ***
On April 2, 2014, *** *** contacted us through our business *** page stating that the pair of panties she received had what appeared to be dirt marking on them. We apologized for the inconvenience and asked her to ship
them back with standard shipping and include her receipt, so we could reimburse her shipping cost. Unfortunately, we are not able to send a Prepaid Envelope to Canada because Canada Post does not recognize USPS postage. *** *** waited weeks before sending the package to us. It was not necessary for her to choose the expensive expedited method, especially when we stated to ship the item back with standard shipping. It is also very important to note that we agreed to pay shipping for the pair of panties back to us, but *** *** included a bra that she planned to return with the panties. Per our return policy, customers are responsible to pay return shipping for items they wish to return. We agreed to pay the shipping for the damaged panties; however, *** *** is responsible for the shipping cost of the bra She sent both items back via an expedited method and demanded that we refund her the full amount As a customer courtesy, we split the shipping cost with her, which is double what the shipping amount refunded should have been The panties have been fully refunded
In regard to the rejected bra, the item showed signs of wear beyond trying on (there were creases in the cups, and the band was stretched and had begun to mold to the body), and the item had a very strong odor. This strapless bra is considered a Bridal/Special Occasion item. As stated in our Return/Exchange Policy listed on our website, bridal/special occasion items must be returned within days in unworn, unwashed, and brand new condition (free of odors including perfume, body odor, cigarette smoke, deodorant, stains, and pet hair). Due to the nature of our products, we must maintain a high standard for items returned. Our return policy is standard for any intimate apparel company. At no time did a customer service representative refer to *** *** as “smelly”. The item itself, however, had a strong odor, and we did notify her of this as the reason for the return rejection
I have reviewed every correspondence between the Customer Service department and *** ***, and at no time was there anything stated disrespectfully (verbally or written) by our employees. We are very sorry that *** *** is unhappy with the outcome of this situation; however, due to the condition of the item, I am unable to provide her with an alternate solution. On April 26, 2014, the unaccepted bra was shipped back to *** ***.
Please let me know if you need any further information
Thank you,
*** ***
Director of Operations
Breakout Bras
We process hundreds of returns each week without any issue. All of these items are refunded because they meet the guidelines of our return policy which is clearly stated on all pages of our website. It is our desire to please every single customer that purchases from our website, and it is not our preference to reject a return. However, in order to maintain the integrity of the products we sell, we must adhere to a strict return policy regarding the condition of garments. We have no way of knowing exactly how long the item was worn, where it was tried on, how it was cared for in the customer’s possession, etc. All we can assess is the condition in which the item is returned to us. We vigorously inspect each item returned to us to ensure it is in new condition. This item was clearly worn and had an odor. Our Customer Service Manager listened to the claims made by the customer; however, the Customer Service Manager had the damaged product in hand during the phone conversation and knew that it did, in fact, show signs of wear and had an odor. At no time during the conversation did the Customer Service Manager say that the customer was smelly. She stated the item smelled, which must be said as it was one of the reasons the item was rejected. This obviously is an awkward situation for both parties, and we make every effort to be as pleasant as possible
The item has been sent back to the customer. We understand that the customer does not have use for the item since she claims it is too small; however, since we will not be refunded for that item and the customer is the rightful owner of that product, our policy is to make sure that the customer has the item in her possession.
In regard to the shipping, again, we refunded over the double amount that was necessary to ship the panties back to us. The main problem is that the customer returned the bra with the panties making the package larger with a heavier weight. This amount for both items was not pre-authorized with our company. We only authorized the refund of shipping costs for the panties. As a customer courtesy, we refunded an additional amount to offset that cost for the customer
It is not our desire to see customers unsatisfied. We value the business of our customers, and we try to make shopping online as easy as possible, which is why we offer extensive sizing help, Free Shipping to US and Canada, a 15% Repeat Customer Discount on top of already low prices, and a return policy considered generous compared to others in the intimate apparel industry. In order to maintain the integrity of our products and be able to continue to offer free shipping and the low prices plus discounts, we must enforce our Return Policy. Because the item condition did not meet the requirements of the return policy, we are unable to offer any other resolution to the customer
Hello,
Unfortunately, as we have politely explained to this customer, the cost of expedited shipping is not refundable
""> This charge was used specifically for the price we paid to ship the order via FedEx Two Day to the customer. We do offer free standard shipping via USPS with all orders placed on our website and [redacted].com; however, the customer selected FedEx Day service with the additional $charge. The order was shipped to the customer and delivered via FedEx in days as promised. This cannot be refunded because we paid the $charge to FedEx for this customer's Day service.
We have issued a full refund for the price the customer paid for the product. However, we will not be able to issue a refund for the cost of the expedited shipping that the customer selected and utilized when placing the order as we are unable to receive a refund from FedEx for the shipping cost when a customer returns product
We make every effort to make shopping online as simple as possible. We offer several expedited options so customers can receive product within a specific time frame. We try to make these as affordable as possible, only charging what FedEx charges us to ship the product. Unfortunately since the $has already been paid to Fedex for the used service, we are unable to issue a refund. If I may be of further assistance, please let me know
Sincerely,
[redacted]
Director of Operations
Breakout Bras
Hello, Unfortunately, as we have politely explained to this customer, the cost of expedited shipping is not refundable This charge was used specifically for the price we paid to ship the order via FedEx Two Day to the customer We do offer free standard shipping via USPS with all orders placed on our website and [redacted] .com; however, the customer selected FedEx Day service with the additional $charge The order was shipped to the customer and delivered via FedEx in days as promised This cannot be refunded because we paid the $charge to FedEx for this customer’s Day service We have issued a full refund for the price the customer paid for the product However, we will not be able to issue a refund for the cost of the expedited shipping that the customer selected and utilized when placing the order as we are unable to receive a refund from FedEx for the shipping cost when a customer returns product We make every effort to make shopping online as simple as possible We offer several expedited options so customers can receive product within a specific time frame We try to make these as affordable as possible, only charging what FedEx charges us to ship the product Unfortunately since the $has already been paid to Fedex for the used service, we are unable to issue a refund If I may be of further assistance, please let me know Sincerely, [redacted] Director of Operations Breakout Bras
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this does not resolve my complaint.
1) Canada Post's standard shipping option does not include trackingThis is not an acceptable form of shipping2) I made it clear that I live out of town, so getting to the post office would be delayedNot that this should be relevant, but I have a special needs son and a husband who works out of the province so I am not able to do errands as I pleaseIt was inconvenient to go to the post office and I did not make it a priority.
3) I also made it clear that I would be shipping both items together and I was never told this would be an issue until after the fact.
4) I did not "demand" anything in regards to the shipping, I "demanded" a more reasonable solution to the situation regarding the bra, which left me in the condition your refund statement requires
5) When on the phone with***, she referred to the "odour" as "body odour" countless timesNot only is that impossible, it was of course offensive
6) I do not think what Breakout Bras is considering a solution to be soThey have either fabricated the shape of the bra or these misfortunes happened during the shipment process, which is out of my controlIf you take the time to google this company, you will see I am not the only former customer with this problem, which is why I decided to report the matterI also commented on their *** page, in a truthful manner, and they were quick to delete it.
I forwarded *** email in regards to not accepting the return, with the addition of my comments
Regards,*** ***
On April 2, 2014, *** *** contacted us through our business *** page stating that the pair of panties she received had what appeared to be dirt marking on them. We apologized for the inconvenience and asked her to ship
them back with standard shipping and include her receipt, so we could reimburse her shipping cost. Unfortunately, we are not able to send a Prepaid Envelope to Canada because Canada Post does not recognize USPS postage. *** *** waited weeks before sending the package to us. It was not necessary for her to choose the expensive expedited method, especially when we stated to ship the item back with standard shipping. It is also very important to note that we agreed to pay shipping for the pair of panties back to us, but *** *** included a bra that she planned to return with the panties. Per our return policy, customers are responsible to pay return shipping for items they wish to return. We agreed to pay the shipping for the damaged panties; however, *** *** is responsible for the shipping cost of the bra She sent both items back via an expedited method and demanded that we refund her the full amount As a customer courtesy, we split the shipping cost with her, which is double what the shipping amount refunded should have been The panties have been fully refunded
In regard to the rejected bra, the item showed signs of wear beyond trying on (there were creases in the cups, and the band was stretched and had begun to mold to the body), and the item had a very strong odor. This strapless bra is considered a Bridal/Special Occasion item. As stated in our Return/Exchange Policy listed on our website, bridal/special occasion items must be returned within days in unworn, unwashed, and brand new condition (free of odors including perfume, body odor, cigarette smoke, deodorant, stains, and pet hair). Due to the nature of our products, we must maintain a high standard for items returned. Our return policy is standard for any intimate apparel company. At no time did a customer service representative refer to *** *** as “smelly”. The item itself, however, had a strong odor, and we did notify her of this as the reason for the return rejection
I have reviewed every correspondence between the Customer Service department and *** ***, and at no time was there anything stated disrespectfully (verbally or written) by our employees. We are very sorry that *** *** is unhappy with the outcome of this situation; however, due to the condition of the item, I am unable to provide her with an alternate solution. On April 26, 2014, the unaccepted bra was shipped back to *** ***.
Please let me know if you need any further information
Thank you,
*** ***
Director of Operations
Breakout Bras
We process hundreds of returns each week without any issue. All of these items are refunded because they meet the guidelines of our return policy which is clearly stated on all pages of our website. It is our desire to please every single customer that purchases from our website, and it is not our preference to reject a return. However, in order to maintain the integrity of the products we sell, we must adhere to a strict return policy regarding the condition of garments. We have no way of knowing exactly how long the item was worn, where it was tried on, how it was cared for in the customer’s possession, etc. All we can assess is the condition in which the item is returned to us. We vigorously inspect each item returned to us to ensure it is in new condition. This item was clearly worn and had an odor. Our Customer Service Manager listened to the claims made by the customer; however, the Customer Service Manager had the damaged product in hand during the phone conversation and knew that it did, in fact, show signs of wear and had an odor. At no time during the conversation did the Customer Service Manager say that the customer was smelly. She stated the item smelled, which must be said as it was one of the reasons the item was rejected. This obviously is an awkward situation for both parties, and we make every effort to be as pleasant as possible
The item has been sent back to the customer. We understand that the customer does not have use for the item since she claims it is too small; however, since we will not be refunded for that item and the customer is the rightful owner of that product, our policy is to make sure that the customer has the item in her possession.
In regard to the shipping, again, we refunded over the double amount that was necessary to ship the panties back to us. The main problem is that the customer returned the bra with the panties making the package larger with a heavier weight. This amount for both items was not pre-authorized with our company. We only authorized the refund of shipping costs for the panties. As a customer courtesy, we refunded an additional amount to offset that cost for the customer
It is not our desire to see customers unsatisfied. We value the business of our customers, and we try to make shopping online as easy as possible, which is why we offer extensive sizing help, Free Shipping to US and Canada, a 15% Repeat Customer Discount on top of already low prices, and a return policy considered generous compared to others in the intimate apparel industry. In order to maintain the integrity of our products and be able to continue to offer free shipping and the low prices plus discounts, we must enforce our Return Policy. Because the item condition did not meet the requirements of the return policy, we are unable to offer any other resolution to the customer
Hello,
Unfortunately, as we have politely explained to this customer, the cost of expedited shipping is not refundable
""> This charge was used specifically for the price we paid to ship the order via FedEx Two Day to the customer. We do offer free standard shipping via USPS with all orders placed on our website and [redacted].com; however, the customer selected FedEx Day service with the additional $charge. The order was shipped to the customer and delivered via FedEx in days as promised. This cannot be refunded because we paid the $charge to FedEx for this customer's Day service.
We have issued a full refund for the price the customer paid for the product. However, we will not be able to issue a refund for the cost of the expedited shipping that the customer selected and utilized when placing the order as we are unable to receive a refund from FedEx for the shipping cost when a customer returns product
We make every effort to make shopping online as simple as possible. We offer several expedited options so customers can receive product within a specific time frame. We try to make these as affordable as possible, only charging what FedEx charges us to ship the product. Unfortunately since the $has already been paid to Fedex for the used service, we are unable to issue a refund. If I may be of further assistance, please let me know
Sincerely,
[redacted]
Director of Operations
Breakout Bras