Complaint: [redacted] I am rejecting this response because: Ebonyline did not email anything about a returnI checked every folder for my inbox that this message could have been placed and I did not receive any form of communication with themI will RETURN this item only if they send me a return labelI don think it is fair that I get charged by [redacted] to return a closure that is defectiveThe seven days to return this product may start once I receive a return label with no chargeLet's be mindful, I ordered three convertible closures ( meaning multiple parts to where the top portion of your hair) and this was the only closure that appeared that wayIf you want to say that all of your closures look that way then please explain the two closures I received that looks perfectly fineNevertheless, I will RETURN this item once a receive a return label, which was not included in my delayed order that I received from you lateI even went on your website for a return label before reporting this claim to Revdex.comThanks for you help Revdex.com, but I will need a return label to return this item in order to close out this claim Sincerely, [redacted]
Dear Customer Your order was shipped and delivered to the address informed An investigation with the carrier normally takes 8-business days as the carrier must retrace his/her steps We apologize for any inconvenience implied by the carrier as we have completed our end You will be processed a refund Thank YouEbony LineSupport
We did email the customer on 11/30/2016, the day she placed the order that there was going to be a business day delay due to us not having the right quantity in stock for the items she requestedThe email stated if she needed to change the shipping method or the order in anyway to respond to the email otherwise the order will ship as she originally placedSince we did not receive a response to the email the order was shipped out the very next day with the shipping she selectedWe can not refund the shipping cost as the order was still shipped out with the second day air methodOur website does indicate that items do sell out and unless customer's have expedited shipping they will be notifiedSince the customer did have expedited shipping we did email herBelow is the receipt of the email that was sent: [11/30/2:31:PM] - Delay Dear Customer, Thank you for shopping at ebonyline.comYour WHOLE order will be delayed due to being all SOLD OUT at the moment Please let us know if you would be interested in choosing an available color, otherwise this order will be delayed business days as we order from the supplierShould you need to change shipping method, please respondWe will process your order as soon as we get the items and we apologize for this inconvenienceProcessing Department Ebonyline.com
On the description of the item it shows that it is only one track of clip insThe length of the track depends on the size you purchasewe do show pictures of how each size looksYou can return the item if you would like to receive a refundWe need to receive the item back within days from today in brand new condition will all tags and packaging attachedYou will receive a refund for the cost of the item once we receive the item backEbonyline.com
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 Sincerely, Tracey [redacted]
We have explained this to you before we can not issue a return label for the item and we can not do COD as there is no cash on hand in our facilityWe shipped out the item the manufacturer sent to usThe item was never opened or tampered withAgain you would need to return the item to receive a refund for the order
Dear Customer We apologize for the inconvenience The package was returned to sender from ***The tracking information on your order stated that a attempt was made to deliver your package, however they were unable to deliverThe package was returned back to us and was refunded the subtotalOur return unit did process the return as a regular return and not return to sender A additional refund has been processed to your orderThe funds should show in your account in the next 2-days Again, we apologize for any inconveniences made
Dear Customer, The funds have been voided in your account which will then reverse the pending process and in a few days increase your overall account balance Please view below the payment method voided confirmationUpdate PaymentAVSThe street address and the first digits of the ZIP code match perfectlyCVVMatchedAuth Amount51.51Auth CodeCard No [redacted] StatusvoidedCaptured Amount Thank YouEbony LineSupport Thank YouEbony LineShanice
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ When the customer first called us on 7/30/she stated that she wanted to return the wig as it was defectedThe customer did tell our rep that she did wear the wig to church and that is why our rep declined to accept back the item since it was usedOur supervisor explained to her as well that even though it was passed the time frame we could have accepted it back for inspection however since she did wear the item there was nothing we could doWe did offer her 5% back and she agreed to that resolutionThe customer also asked the supervisor for her next purchase if we could inspect the wigs as all the ones she got seemed to be little different from each otherThat is when our supervisor explained that wigs can vary slightly from one to another as they can not all come out identicalA week later she contacted us via email stating that she received a Model Model wig not a Vanessa wigWe explained to the customer that those are very different companies and it would be almost next to impossible for one of their wigs to end up in the others packaging as they are separate manufacturers in separate statesWe also explained that per our policy once an item is used we can not do anything in regards to the item and they would need to contact the manufacturer for any issues once it is wornAll that information is placed in our return policy which the customer did agree to when placing the orderSince so much time has passed and the wig is used we can not offer anymore than the 5% we have already refunded backShe can contact the manufacturer and see if the can straighten this out for her
Dear Customer Your calls are not being ignored, at this current time there is a high call volumeIf you would like to return the package to us you can When sending it back please write on your invoice your order number and what you would like for your exchange Thank YouEbony LineSupport
We will go ahead and waive the restocking feePlease go ahead and ship it back to usWe need it within calendar days, brand new condition all tags attachedWe will refund you for (2) [redacted] Weave [redacted] CURL Pcs (Pack Complete) - total: $
We did research your issue with the pictures you sentWe responded to the email informing you that you may return the itemWe did look at the other closures we had in stock for that item and they all looked like the pictures you sent which is why we suggest not wanting the exchange as they all look like thatSo you may go ahead and return the item and we will issue you a refund for the item once we receive it back from youWe di need to receive the item back within the next days from today in brand new condition with all tags and packaging attached Thank youEbonyline.com
All of our items come straight from the manufacturer and ship out straight to customersWe are not open to the public so none of our items are opened or tampered withWe explained to the customer she can return the item back to us as long as we received it within days from 2/14/At this time we have still yet to receive the item back from the customer and the order now falls outside the return policy time frameIf the customer would still like to return the item she may do so as long as we receive the item by 3/14/After that time frame we would be unable to accept the item back
Dear Customer The investigation process open with the carrier can cause a delay in the refund processWe do apologize for the inconvenience and has issued a full refund
Initial Business Response / [redacted] (1000, 7, 2015/06/11) */ We have removed the e,ail the customer gave us from our mailing list and she should not receive any emails from our company anymore
Dear Customer We accept calls daily from Monday-Friday from 8am-6pmWe can issue you a refund of the difference for the shipping cost of standard shippingHowever our records show that the package was delivered on the 18th of October and a dispute for the entire order was made the same day for a refund for the entire purchaseWe can issue a refund partial for shipping once the claim has been closed for the open dispute Thank YouEbony Line Support
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ We do apologize for any inconvenienceWe did go ahead and give your email address to the IT department and they have removed it from our mailing list Thank you Resolution Department Ebonyline.com
Complaint: [redacted] I am rejecting this response because: Ebonyline did not email anything about a returnI checked every folder for my inbox that this message could have been placed and I did not receive any form of communication with themI will RETURN this item only if they send me a return labelI don think it is fair that I get charged by [redacted] to return a closure that is defectiveThe seven days to return this product may start once I receive a return label with no chargeLet's be mindful, I ordered three convertible closures ( meaning multiple parts to where the top portion of your hair) and this was the only closure that appeared that wayIf you want to say that all of your closures look that way then please explain the two closures I received that looks perfectly fineNevertheless, I will RETURN this item once a receive a return label, which was not included in my delayed order that I received from you lateI even went on your website for a return label before reporting this claim to Revdex.comThanks for you help Revdex.com, but I will need a return label to return this item in order to close out this claim Sincerely, [redacted]
Dear Customer Your order was shipped and delivered to the address informed An investigation with the carrier normally takes 8-business days as the carrier must retrace his/her steps We apologize for any inconvenience implied by the carrier as we have completed our end You will be processed a refund Thank YouEbony LineSupport
I see the order was canceled on 2/27/and refund posted on 3/8/back onto your card for the full amount of $Ebonyline.com
We did email the customer on 11/30/2016, the day she placed the order that there was going to be a business day delay due to us not having the right quantity in stock for the items she requestedThe email stated if she needed to change the shipping method or the order in anyway to respond to the email otherwise the order will ship as she originally placedSince we did not receive a response to the email the order was shipped out the very next day with the shipping she selectedWe can not refund the shipping cost as the order was still shipped out with the second day air methodOur website does indicate that items do sell out and unless customer's have expedited shipping they will be notifiedSince the customer did have expedited shipping we did email herBelow is the receipt of the email that was sent: [11/30/2:31:PM] - Delay Dear Customer, Thank you for shopping at ebonyline.comYour WHOLE order will be delayed due to being all SOLD OUT at the moment Please let us know if you would be interested in choosing an available color, otherwise this order will be delayed business days as we order from the supplierShould you need to change shipping method, please respondWe will process your order as soon as we get the items and we apologize for this inconvenienceProcessing Department Ebonyline.com
On the description of the item it shows that it is only one track of clip insThe length of the track depends on the size you purchasewe do show pictures of how each size looksYou can return the item if you would like to receive a refundWe need to receive the item back within days from today in brand new condition will all tags and packaging attachedYou will receive a refund for the cost of the item once we receive the item backEbonyline.com
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 Sincerely, Tracey [redacted]
We have explained this to you before we can not issue a return label for the item and we can not do COD as there is no cash on hand in our facilityWe shipped out the item the manufacturer sent to usThe item was never opened or tampered withAgain you would need to return the item to receive a refund for the order
Dear Customer We do apologize for any inconvenience Your order was shipped This is your tracking number [redacted] with USPS
Dear Customer We apologize for the inconvenience The package was returned to sender from ***The tracking information on your order stated that a attempt was made to deliver your package, however they were unable to deliverThe package was returned back to us and was refunded the subtotalOur return unit did process the return as a regular return and not return to sender A additional refund has been processed to your orderThe funds should show in your account in the next 2-days Again, we apologize for any inconveniences made
Dear Customer, The funds have been voided in your account which will then reverse the pending process and in a few days increase your overall account balance Please view below the payment method voided confirmationUpdate PaymentAVSThe street address and the first digits of the ZIP code match perfectlyCVVMatchedAuth Amount51.51Auth CodeCard No [redacted] StatusvoidedCaptured Amount Thank YouEbony LineSupport Thank YouEbony LineShanice
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ When the customer first called us on 7/30/she stated that she wanted to return the wig as it was defectedThe customer did tell our rep that she did wear the wig to church and that is why our rep declined to accept back the item since it was usedOur supervisor explained to her as well that even though it was passed the time frame we could have accepted it back for inspection however since she did wear the item there was nothing we could doWe did offer her 5% back and she agreed to that resolutionThe customer also asked the supervisor for her next purchase if we could inspect the wigs as all the ones she got seemed to be little different from each otherThat is when our supervisor explained that wigs can vary slightly from one to another as they can not all come out identicalA week later she contacted us via email stating that she received a Model Model wig not a Vanessa wigWe explained to the customer that those are very different companies and it would be almost next to impossible for one of their wigs to end up in the others packaging as they are separate manufacturers in separate statesWe also explained that per our policy once an item is used we can not do anything in regards to the item and they would need to contact the manufacturer for any issues once it is wornAll that information is placed in our return policy which the customer did agree to when placing the orderSince so much time has passed and the wig is used we can not offer anymore than the 5% we have already refunded backShe can contact the manufacturer and see if the can straighten this out for her
Dear Customer Your calls are not being ignored, at this current time there is a high call volumeIf you would like to return the package to us you can When sending it back please write on your invoice your order number and what you would like for your exchange Thank YouEbony LineSupport
We will go ahead and waive the restocking feePlease go ahead and ship it back to usWe need it within calendar days, brand new condition all tags attachedWe will refund you for (2) [redacted] Weave [redacted] CURL Pcs (Pack Complete) - total: $
We did research your issue with the pictures you sentWe responded to the email informing you that you may return the itemWe did look at the other closures we had in stock for that item and they all looked like the pictures you sent which is why we suggest not wanting the exchange as they all look like thatSo you may go ahead and return the item and we will issue you a refund for the item once we receive it back from youWe di need to receive the item back within the next days from today in brand new condition with all tags and packaging attached Thank youEbonyline.com
All of our items come straight from the manufacturer and ship out straight to customersWe are not open to the public so none of our items are opened or tampered withWe explained to the customer she can return the item back to us as long as we received it within days from 2/14/At this time we have still yet to receive the item back from the customer and the order now falls outside the return policy time frameIf the customer would still like to return the item she may do so as long as we receive the item by 3/14/After that time frame we would be unable to accept the item back
Dear Customer The investigation process open with the carrier can cause a delay in the refund processWe do apologize for the inconvenience and has issued a full refund
Initial Business Response / [redacted] (1000, 7, 2015/06/11) */ We have removed the e,ail the customer gave us from our mailing list and she should not receive any emails from our company anymore
Dear Customer We accept calls daily from Monday-Friday from 8am-6pmWe can issue you a refund of the difference for the shipping cost of standard shippingHowever our records show that the package was delivered on the 18th of October and a dispute for the entire order was made the same day for a refund for the entire purchaseWe can issue a refund partial for shipping once the claim has been closed for the open dispute Thank YouEbony Line Support
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ We do apologize for any inconvenienceWe did go ahead and give your email address to the IT department and they have removed it from our mailing list Thank you Resolution Department Ebonyline.com