Elizabeth & Clarke, Inc.

To Whom it May Concern, Elizabeth & Clarke is a quarterly subscription service that offers the following subscription plans: 3 shirts for $60, 2 shirts for $50, and 1 shirt for $30. One of the reasons we are able to produce high-quality shirts for only $20 - $30 is because we ask our customers...

to place pre-orders with us, and in exchange we offer up to 50% off the retail price of $40 on our shirts. Our full billing and delivery schedule is publicly available on our website, on our FAQ page, so subscribers know far in advance when we will bill their account, and have time before that to make any billing changes they would like before the bill date. Additionally, we offer free returns and exchanges within the United States.  In order to be eligible for a refund or exchange, it is our policy that all items: 1.     Must be sent back in their original packaging, including all plastic bags and outer packaging in which they arrived and, 2.     Must be unworn, undamaged, and in resalable condition. [redacted] was an Elizabeth & Clarke subscriber from September 2015 to March 2016. [redacted] contacted Customer Service on March **, 5:57pm and requested a return of her spring subscription order. She also requested to cancel her account. However, [redacted] requested to cancel her account after she had been billed for her summer subscription order. When this occurs, it is our policy to cancel the account as the subscriber wishes and provide merchandise credit for the outstanding order. Merchandise credits never expire and can be used towards any past, present, or future styles.  Following [redacted]’s return request on March **, 5:57pm, a Customer Service representative inquired if [redacted] had all original packaging for her return in order to proceed. She replied that she did, and a Customer Service representative sent her a prepaid return label on March **, 10:38am. We received her items in good condition on March [redacted] and processed a refund on March [redacted]. [redacted] decided to use her merchandise credit towards three styles on March **, 8:37am. Then, a Customer Service representative placed her order and redeemed her credit on March **, 9:16am. On April *, 8:00pm, [redacted] requested a return for refund of this second order because the styles did not fit. On April *, 5:06pm, a Customer Service representative sent [redacted] a prepaid return label. Unfortunately, in [redacted]’s case, two of the items she returned were received in damaged condition. When this occurs, it is our policy to offer the customer several options to resolve the issue: (1) return the damaged items back to the customer for a $10 damage fee, (2) discard the damaged items, or (3) if applicable, place an additional order for the requested exchange items. Please note, [redacted] was refunded $20 for one style that was returned without damages on April [redacted]. We apologize for any inconvenience this issue may have caused [redacted], and we are more than happy to answer any further questions or concerns.

No, I have not received the shirts (3).  On Nov [redacted], I requested a return and the sales representative informed me by email that the warehouse had been notified.  On Nov **, I requested tracking information and was informed the shirts would be sent in two  separete shipments and the tracking information will be forwarded when they leave the warehouse.    I'm sure you understand why I want this left open until I'm in receipt of the shirts.  Thank you so much for your help in this matter.  I am going to try to attach the email threads to this.

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# [redacted], and have determined that my complaint has NOT been resolved because:

The company is talking around the point. The point is they mailed the package to the wrong address.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Unfortunately, due to the fact that the package in question was successfully delivered, we cannot provide a refund, exchange, or re-send the package unless it is returned to us. If, for example, [redacted]’s package was 'Undeliverable' to the address on file then the carrier would return it to our warehouse or we could contact the carrier to re-direct the package. However, in this case, someone at [redacted]’s address did accept the package. Thus, it is no longer in the postal system, and because of this, we are unable to file an insurance claim or re-direct the package. This case would fall under a ‘Stolen Package’ claim. According to our Terms & Conditions, we do not cover any lost or stolen packages after delivery.Someone at [redacted]’s previous address did accept this package and has it in his or her possession. So, we suggest contacting her previous building to recover it. We apologize for the inconvenience. We will be happy to provide [redacted] with a full refund, exchange, credit, or re-send the package once it is received back in our warehouse.

On Nov ** at 11:37 am, we informed [redacted] that her order would be sent as two separate orders, and arrive in 5-7 business days.On Nov ** at 11:52 am, [redacted] requested that we send the tracking numbers to her.On Nov ** at 12:56 pm, a customer service representative informed [redacted] that once the tracking numbers were provided by the carrier, she would send them to [redacted] right away.On Dec * at 12:10 pm, according to [redacted] tracking number: [redacted]'s first shipment arrived at the front desk or reception area of her address on file.On Dec * at 12:15 pm, according to [redacted] tracking number: [redacted]'s second shipment arrived at the front desk or reception area of her address on file.Please let us know if you have any further questions or concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My complaint with this business is not that the package wasn't delivered; it is that the package was not delivered correctly according to the information given to the consumers via their website. Their website stated that packages were to ship June [redacted]. By updating my address on May [redacted], I was within this time frame for shipment. When I reached out to update my address, I was not informed that my address was not updated in time for the June [redacted] shipment.  Here are the facts:The website states a ship date of June [redacted].There is no information on the website regarding when is the last date to make address changes.I changed my address May [redacted]. I was not informed that I was too late to make an address change, so I assumed my shipment would be going to my correct address.The company shipped it to my old address, where I no longer live, and therefore I did not receive the package. Elizabeth & Clarke did not update my address for the shipment and therefore I did not receive it. While there are circumstances beyond both of our control (the [redacted] did not forward my mail and delivered it), the problem began as soon as Elizabeth & Clarke mailed my package to the wrong address. Their solutions are not acceptable because it is impossible for me to now get the package, seeing as I live in [redacted] and the package was delivered to [redacted].I want a refund of my payment of $60.00 for the package, as this never would be an issue if 1) their website clearly stated when the last day to make address changes was, and 2) if the customer service agent would have informed me that it was, in fact, too late to make an address change.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Dear Whomever This May Concern,

I signed up for a subscription service with Elizabeth and Clarke for me and my mom. We live in the same address. They charged my card for two subscriptions totaling $120 but did not send me the product. I called to find out why and turns out their policy only allows for one subscription per household. I respect and understand that so I apologized for the confusion and asked for a refund. The company refused to refund and refused to send me the product. I believe this is a highly unethical practice. If they do not allow for more than one subscription per household, simply refund my money. Instead, they kept my money and not ship the product. I am writing to you as a last resort. They are located in NYC and I am in San Francisco. I have emailed and call to try to resolve this issue only to have them hang up on me. I appreciate anything that you can do. I feel like I got tricked by fraudsters.

Thank you in advance,

[redacted].Desired Settlement: I would simply like for Elizabeth and Clarke to refund my money 100%. They refuse to send me the product or provide a refund. I would just like to have my money back and not do business with them again. I look forward to your response and thank you very much for your help.

Thank you in advance,

[redacted].

Business

Response:

[redacted] created multiple accounts with Elizabeth & Clarke in order to circumvent a very clearly articulated rule enumerated in our Terms & Conditions and on her discount voucher at the point of sale -- we allow ONE (1) discount code per person or household, per lifetime. Our products are already very competitively priced, thus the reason for this rule.

[redacted] signed-up for an Elizabeth & Clarke Premium subscription on December **, 2013 with the email address [redacted] and used a [redacted] coupon to obtain a subscription box.

[redacted] signed-up again for another Elizabeth & Clarke Premium subscription with the email [redacted] on March [redacted], 2014, also using another [redacted] coupon to obtain another subscription box.

Please note that both of these accounts were under her name and address – this was not a case of purchasing a gift for another person.

[redacted] requested to cancel her account under the email address “[redacted]” on June [redacted], 2014. This is when we discovered the fraudulent activity and cancelled all of Frances’ accounts and outstanding orders.

We very clearly lay out the consequences for attempting to defraud our company in Paragraph 9 in our Terms & Conditions on our website (see also: [redacted]). Those consequences are:

“Deal Vouchers/Other Discount Codes: We allow ONE (1) discount to be used per person or household during your entire lifetime. If you create multiple accounts in order to redeem multiple discount codes, we will cancel all of your accounts, merchandise credits, and shipments immediately. As an active subscriber, you are entitled to a 25-50% discount off the retail price of $40 on every shirt, every season. Our shirts are priced very competitively, and we do not allow more than one (1) additional discount because of this. In addition, you WILL BE automatically signed-up for a subscription when you redeem a discount code or voucher, but you can cancel at anytime. Any remaining balance after your first purchase will continue to rollover until depleted. Some daily deal vouchers expire. Please check your voucher for the expiry date.”

[redacted] agreed to these Terms & Conditions upon creating an Elizabeth & Clarke account. In addition, this rule was clearly stated on her discount voucher before her purchase. Lastly, our deal with [redacted] was set-up in a way that one could not even purchase multiple discount vouchers – she would have had to create multiple [redacted] accounts as well to circumvent this rule. [redacted] is responsible for reading and understanding everything to which she agrees. [redacted] agreed to these rules and then broke them. As a result, we reserve the right to keep her final $60 payment to cover the cost of her 2nd subscription box, which was delivered to her on May **, 2014 (USPS Tracking No. [redacted]).

Review: Elizabeth & Clarke mailed my order to the incorrect address. I changed my address with them on May [redacted], 2015, prior to their stated ship date of June [redacted]. I was not informed at the time of my address change that the package would not be sent to my new address. As a result, my package was sent to my old address, and I never received it.

When I reached out to the company, they told me that there was nothing they could do; I was not allowed a refund or a new shipment of my order, even though the address change was 2 days before the stated ship date, and therefore not my fault.Desired Settlement: I would like a refund for the payment rendered as I never received the order.

Business

Response:

To Whom It May Concern:On March **, 2015, [redacted] placed a pre-order with our company for 3 shirts, which were to be delivered on June [redacted]. We shipped her order on May [redacted] to her address on file. On May [redacted], [redacted] emailed our customer service department to update her shipping address. At that time, we updated her address on file for all future orders. However, her order placed on March [redacted] had already shipped, and thus, we were unable to change its destination address at that time. Her order was successfully delivered on June [redacted], 2015. Her [redacted] tracking number showing proof of delivery is: [redacted].[redacted] emailed us on July [redacted] stating that she had not received her package. Once we checked her tracking information, it appeared that another person at her previous address accepted her package. At that point, we informed her that we were no longer able to control the package or even file an insurance claim, as it had been delivered and was now outside of the postal system.We urged her to contact her previous apartment building to retrieve the package, but she did not want to take this step. We can offer [redacted] the following resolutions: (1) A full refund once the package is received back in our warehouse(2) Re-shipment of her package to her new address (at our expense) once it is received back in our warehouse

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My complaint with this business is not that the package wasn't delivered; it is that the package was not delivered correctly according to the information given to the consumers via their website. Their website stated that packages were to ship June [redacted]. By updating my address on May [redacted], I was within this time frame for shipment. When I reached out to update my address, I was not informed that my address was not updated in time for the June [redacted] shipment. Here are the facts:The website states a ship date of June [redacted].There is no information on the website regarding when is the last date to make address changes.I changed my address May [redacted]. I was not informed that I was too late to make an address change, so I assumed my shipment would be going to my correct address.The company shipped it to my old address, where I no longer live, and therefore I did not receive the package. Elizabeth & Clarke did not update my address for the shipment and therefore I did not receive it. While there are circumstances beyond both of our control (the [redacted] did not forward my mail and delivered it), the problem began as soon as Elizabeth & Clarke mailed my package to the wrong address. Their solutions are not acceptable because it is impossible for me to now get the package, seeing as I live in [redacted] and the package was delivered to [redacted].

Review: Back in June, Elizabeth & Clarke provided me with a $100 credit to keep me as a customer after shipping snafus meant that I wouldnt get my June shipment until nearly July. I accepted the credit, even though this was the third time that I had experienced shipping delays, and despite the fact that two of my shirts were beginning to show quality issues after just two washings (the pocket was unraveling from my [redacted] tank, and my [redacted] flannel shirt had started to pill). Last week, they released information on their Winter 2013 collection. They named a shirt after a highly controversial U.S. Senator, [redacted]. I posted on Elizabeth & Clarkes Facebook page about my displeasure; they deleted the comment and banned me from posting without explanation. I emailed them about how it wasnt appropriate to name a shirt after someone so controversial; they never responded. Finally, I logged into my account, and I noticed my $100 credit was missing. I called them. I didnt get the name of the customer disservice representative I spoke to, but that three-and-a-half minute call was a prime example of how not to treat paying customers. My account had been closed, and the rep argued with me, accusing me of "hatred toward women" and "hate speech" without explaining how my comment had fallen into those categories. Finally, the rep said, "Were a private company and we can do what we want."At that point, I said an expletive and hung up, I was so angry. [redacted].Now imagine if the tables were turned. Imagine if they named a shirt after [redacted] or [redacted]. And a liberal woman complained they would do the exact same thing. They do not like being told that someone disagrees with them. As of today, there's a random $1 credit in my allegedly closed account. I have requested via email a written confirmation that the account is closed, but they refuse to respond.Desired Settlement: I want either a $100 refund or $100 worth of product. And I want my account closed and my credit card number removed from their database.

Business

Response:

On June **, 2013 we emailed [redacted] to notify her that an item she ordered was on backorder. We offered her several options to resolve this issue, including, (1) a $20 credit to wait for two weeks until the item came in-stock, at which time we would ship it, (2) the option to cancel the item for a full refund, (3) the option to exchange the backordered item for an item we had in-stock, and (4) the option to cancel her order entirely. Ms. [redacted] responded on June **, 2013 that she would like to cancel her entire order, as well as her subscription with Elizabeth & Clarke. We cancelled her order, processed a full refund, and closed her account within two days of her request. On June **, 2013, we notified Ms. [redacted] that we had refunded her most recent order and cancelled her subscription. We offered her a $100 merchandise credit as an incentive to come back and try Elizabeth & Clarke again. Ms. [redacted] never replied to this email, h er account remained closed, and thus, the merchandise credit in question was never issued. Ms. [redacted] never requested to re-open her account and never placed another order with us.

On September **th, 2013, we posted images and descriptions of our Winter Collection on our company Facebook page. As per our tradition, each shirt is named after a famous "Elizabeth." Within the Winter Collection, we named one shirt "The Warren" after the popular Massachusetts Senator. Ms. [redacted] then posted a rant under this shirt image, accusing the Senator of, among other things, lying, cheating, and corruption. This is highly inappropriate and disrespectful language to aim at a sitting United States Senator, and is especially inappropriate given that Ms. [redacted]’s choice of platform was a private company Facebook page dedicated solely to fashion. We immediately deleted these comments from our Facebook page. We also blocked Ms. [redacted] from posting to our Facebook page due both her inappropriate language and the fact that was no longer a customer.

A few days after this incident, Ms. [redacted] called our customer service center. She was informed that her language was inappropriate and would not be tolerated. Ms. [redacted] proceeded to scream and curse at one of our customer service team members before hanging up.

Since this time, Ms. [redacted] has continually made false and defamatory comments against our company on various blogs, Facebook, and has directly reached out to our customers on Twitter to convey such statements. Over the course of the past two months, Ms. [redacted] has posted 17 tweets and written 3 blog articles expressing her negative opinion of our Company, which have, on several occasions, included false and libelous statements.

Ms. [redacted] has a history of harassing small businesses. In just one recent 60-day period, Ms. [redacted] has publicly harassed and/or complained about seven other small businesses on Twitter and in blog posts. A collection of screenshots showing as such are detailed below.

With regards to Ms. [redacted]'s requests, her first request was that we close her account. This request has been fulfilled; Ms. [redacted]’s account was closed on June **, 2013. Ms [redacted] was notified on June **, 2013 via email that her account was closed.

Ms. [redacted] also requested that we delete her credit card information from our database. This request has been fulfilled; we deleted all of Ms. [redacted]’s account, shipping, and billing information from all of our databases effective today, November **, 2013.

Ms. [redacted] also requested a $100 refund or $100 merchandise credit. This request has not been fulfilled for three main reasons. First, it is impossible to both close and delete Ms. [redacted]’s account and still provide products and services to her account. Second, it is impossible to refund Ms. [redacted] $100, as we never charged her $100 initially. Essentially, in order to provide a refund to a customer, she must have first made a purchase. Lastly, due to Ms. [redacted]’s continuous pattern of libel against our Company and tortious interference of our business affairs, as well as her documented pattern of harassment of other businesses, we have chosen to invoke Paragraph 21 of our Terms & Conditions, to which Ms. [redacted] agreed upon registration. It states: "We may terminate your account or access as well as access to our Site and Service to you at our discretion without explanation, though we will strive to provide a timely explanation in most cases. Our liability for refunding you, if you have paid anything to us, will be limited to the amount you paid for goods or services which have not yet been and will not be delivered, except in cases where the termination or cancellation was due to your breach of this Agreement, in which case you agree that we are not required to provide any refund or other compensation whatsoever. Unfulfilled subscriptions will be refunded on a pro rata basis."

We hope that this resolves Ms. [redacted]’s complaint satisfactorily, and we wish her luck in finding another place to shop.

Business

Response:

In regards to Ms. [redacted]'s refund request, we direct her to the relevant portion of Paragraph 21 of our Terms & Conditions, to which Ms. [redacted] agreed upon registration. It states: "Our liability for refunding you, if you have paid anything to us, will be limited to the amount you paid for goods or services which have not yet been and will not be delivered, except in cases where the termination or cancellation was due to your breach of this Agreement, in which case you agree that we are not required to provide any refund or other compensation whatsoever. Unfulfilled subscriptions will be refunded on a pro rata basis.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This letter is in reference to Complaint ID [redacted], first opened on Sept. **, 2013. I am writing to request the complaint be closed but the business not receive a positive rating, as the business did not attempt to resolve the complaint in good faith and instead chose to provide false, misleading, and libelous information to the Revdex.com.

Closing the Complaint and Noting that the Business Did Not Attempt to Resolve the Situation in Good Faith

In an addendum to my original complaint filed Sept. **, 2013, I request that the Revdex.com close my complaint once I receive a simple confirmation email from Elizabeth & Clarke that simply states, “Your personal information, including payment and shipping information, has been completely removed from our databases and will never be resurrected or used in the future. Your account has also been closed and removed from our system.” I am no longer interested in receiving any credit or reimbursement from such a legally and ethically moribund company. Additionally, Elizabeth & Clarke should not receive an A- rating or have a notation next to the complaint that it attempted to resolve the complaint in good faith because the company has misrepresented the situation to the Revdex.com and has not attempted to resolve anything. To date, I have not received a confirmation that my personal data has been scrubbed from Elizabeth & Clarke's system.

False and Misleading Statements

Elizabeth & Clarke stated that my account had been closed within two days of a request made on June **, 2013, to close my account. The company did, in fact, email me on June **, 2013, but it did not state that my account had been closed, nor did it provide any indication that I should respond to the email to receive the $100 credit that had been offered to me. On the contrary, the company's email implied that my account was still open and that the credit had already been applied. When I logged in to my account several weeks later, I was able to select two shirts for my subscription box to be delivered in mid-September, which I did. Those shirts were never delivered to me. I did, in fact, place another order with the company to take advantage of the credit, despite the company’s claim to the contrary. Elizabeth & Clarke's denial that this transaction took place is a false, misleading statement made to the Revdex.com with the express attempt to discredit me and avoid responsibility for its discriminatory actions.

Elizabeth & Clarke has also claimed that its private Facebook page is “devoted solely to fashion.” However, it chose to name a blouse in its winter collection after a controversial U.S. Senator, thereby opening itself up to politically based criticism. When I questioned the company's rationale for this decision in a Sept. **, 2013 post, Elizabeth & Clarke deleted my comment and blocked me from its Facebook page with no explanation, despite the fact that I used perfectly civil language. It then revoked my credit, did not ship the shirts I had ordered over the summer with that credit, and refused to answer my emails asking the company what was going on. Further, regarding its own accusation that I used intolerable language, on Elizabeth & Clarke's own website, it uses profanity to describe how the company was founded. I did not use profanity on Elizabeth & Clarke's Facebook page.

On or about Sept. **, 2013, I placed a telephone call to Elizabeth & Clarke to inquire as to why my $100 credit had been reduced to just $1. The representative informed me that my account had been closed, much to my surprise; contrary to Elizabeth & Clarke's assertion, this is the first time I was notified of the account closure. When I asked why my Facebook post had been removed, the representative accused me of “hatred toward women” but would not answer my question as to how it was hatred toward women. She then told me, “We’re a private company, and we can do what we want.” I did not “proceed to scream and curse” as Elizabeth & Clarke alleges; I raised my voice for approximately 20 seconds before I ended the call, which lasted approximately three minutes while I tried to find out why my account was closed and my credit revoked. However, that does not excuse the representative’s behavior. My account was still accessible to me through the beginning of November.

Libelous Statements

In its response to the Revdex.com complaint I filed, Elizabeth & Clarke made several libelous statements against me, which is further evidence that its response should not be published. Among them:

“[Complainant] has continually made false and defamatory comments against our company on various blogs, Facebook, and has directly reached out to our customers on Twitter to convey such statements.”

While I have blogged about and reached out to other customers who have publicly posted about Elizabeth & Clarke, none of my statements were false or defamatory. For a statement to be “defamatory,” it must be intentionally false. Unlike Elizabeth & Clarke’s statements to the Revdex.com, none of my statements were false, intentionally or otherwise, as indicated by the corroborating documentation provided with this letter.

“[Complainant] has a history of harassing small businesses.”

This is blatantly false, defamatory, and libelous. On my social media accounts and blogs, I equally criticize and praise companies, small and large, which Elizabeth & Clarke very well knows, as in December 2012 I posted a glowing review of its service. Further, with the time the company spent mining my social media accounts and blogs for the examples of alleged harassment, it would be able to ascertain that I spend quite a bit of time praising companies for superb products and services, such as a review of fitness apparel company Ellie and its customer service improvements or Tweets about other products or services that paint the companies in a positive light.

Elizabeth & Clarke supplied 13 screenshots where I allegedly harassed “small businesses.” For something to be harassment, it must “annoy, threaten, intimidate, alarm, or put a person in fear of their safety.” Posting fair, honest criticism of a business on a social media platform is not harassment, as a business is not a person. Elizabeth & Clarke identified legitimate, fact-based complaints (i.e. bad customer service, spoofing numbers, discrimination, and setting up an account without permission) as “harassment” of small businesses. One of the complaints, directed at users of the Help a Reporter service, was not a complaint toward a business at all but a statement as to how people used the service. Three of the businesses named are not small businesses at all ([redacted], a company with more than 200 employees; [redacted], a company with more than 800 retail stores; and [redacted], one of media giant [redacted] publications.)

Elizabeth & Clarke is purposely misleading the Revdex.com to attempt to paint me in a negative light, which is not at all something a business acting in good faith and deserving of an A- rating from the Revdex.com would do. That the company would treat a previously loyal customer so poorly because of a difference of opinion should raise red flags with the Revdex.com and immediately disqualify the company from a positive portrayal.

In summary, I request that the Revdex.com please close my complaint and downgrade Elizabeth & Clarke's rating so as to indicate it has not attempted to resolve this complaint in good faith.

Review: I purchased 3 shirts from them, upon arrival they were too large. I immediately contact the business about an exchange, repackaged everything as they requested and mailed them back in the original packaging. According to he echange policy stated on their website as long as the shirts have not been been worn ( which they haven't) and they are sent back in the original packaging the exchange will be made They are.saying the shirts are damage so they won't exchange them. I don't see how that's possible when they were only out of the package for a very brief time. I hope as them to take pictures of the damages And send them to me so I can understand what they are talking about. At this time, they have my shirts and my money and they appear to be hanging on to both.Desired Settlement: I would like the shirts in the correct size of arerefund of my money. refund

Business

Response:

To Whom it May Concern,[redacted] backed a Kickstarter project we created and successfully

funded in May 2015. She pledged at the $100 level, and chose three shirts as

her reward.The purpose of Kickstarter is to crowdfund donations in

order to create a new product or service. Typically, Kickstarter creators offer

a reward in the form of the product they are crowdfunding. However, the basic

structure of a Kickstarter pledge is a donation. Because of this, we do not

offer refunds on pledge donations. This policy is made clear on our Kickstarter

page and at the point of sale. However, we understand that a reward shirt

might not fit, which is why we offer all backers the option to exchange an item

or items. Additionally, we offer free exchange shipping within the United

States. In order to be eligible for an

exchange, it is our policy that all items: Must be sent back in their original packaging, including all garment tags, plastic bags, and outer packaging in which they arrived and,Must be unworn, undamaged, and in resalable condition. Unfortunately, in [redacted]’s case, the items she returned

were received in damaged condition. When this occurs, it is our policy to offer

the customer several options to resolve the issue: (1) return the damaged items

back to the customer at our cost, (2) discard the damaged items, or (3) place

an additional order for the requested exchange items. On Nov **, 11:13 am, [redacted] contacted

Customer Service and chose option (1). As of this writing, [redacted]’s damaged

items have been sent back to her. In order to provide further clarity and detail, the

following is a summary of our communication with [redacted]:On Oct **,

3:11pm, [redacted] emailed Customer Service and requested to return

the three shirts she received as her Kickstarter reward.On Oct **, 6:29pm, a Customer Service representative

responded and inquired if [redacted] had the original packaging & tags for

the return. On Oct **, 5:13pm, [redacted] informed Customer Service that

her items would be sent back in all of the original packaging.On Oct **, 11:36am, a Customer Service representative asked [redacted] what items she would like to receive in exchange for her returned items,

and also provided [redacted] with our size chart.On Oct **, 4:49pm, [redacted] emailed Customer Service

claiming that she did not receive the reply sent on Oct **, 11:36am. She

stated, “[redacted]”On Oct **, 10:16 am, [redacted] contacted Customer Service

stating she did not hear back from a representative and stated: “[The

representative] inquired if I had the original bags as the [sic] would be

needed for the return. Since then I have not heard from her, and she has failed

to respond to multiple emails sent. This is an extremely unprofessional way to

do business and I will not recommending your products if this is the way you

operate.”Please note, it is our policy to reply to emails within 1

business day, and [redacted] sent both of the above emails within less than 1

business day. On Oct **, 10:45am, a Customer Service representative replied,

apologized for the confusion, and asked for the same information requested in

our Oct ** email.On Oct **, 11:41am, [redacted] responded and provided her

desired sizes and styles for her exchange.On Oct **, 5:01pm, a Customer Service representative provided

[redacted] with a prepaid return label and a copy of our Kickstarter exchange

policy.On Nov *, 2:05 pm, [redacted] sent a screenshot of the entire

email thread from Oct ** through Oct ** and inquired about her return label.On Nov *, 2:21pm, a Customer Service representative attached

a screenshot of our Oct ** email and another return label.On Nov *, 6:10pm, [redacted] publicly commented on our

Kickstarter page and stated: “[redacted]”On Nov *, a Customer Service representative publicly

responded to [redacted]’s Kickstarter comment, stating: “Hi

@[redacted] I have personally sent you multiple emails with your

prepaid return label, and have responded to each email - perhaps some of the

emails went to spam? In either case, if you are unable to open any of the

return labels, please let me know. I will be more than happy to personally mail

the label to you. Thanks!”On Nov *, 1:37pm, [redacted] emailed Customer Service again

inquiring about her return label.On Nov *, 5:09pm, a Customer Service representative responded

to [redacted] informing her that a return label had been physically mailed to

her in order to avoid any further confusion. The representative listed the

exchange policy again for the customer to reference.On Nov **, 6:59pm, [redacted] responded with an apology and

stated that she falsely accused the representative. On Nov **, 9:58am, a Customer Service representative

responded to [redacted] and empathized with her frustration. The representative

closed the conversation and informed the customer to contact her again if she

ever needed anything else.On Nov **, 1:11pm, our Warehouse Returns department informed

our Customer Service department that [redacted]’s items had been received, and

all of the items were damaged. The items were sent back with stains, smudges,

and covered in hair. On Nov **, 3:14pm, a Customer Service representative emailed

[redacted] and stated that her items were received damaged. The representative

stated that we could send the damaged items back to her, discard the items, or that

she could purchase her desired exchange items.On Nov **, 7:05pm, [redacted] requested photographs of the

damaged items.On Nov **, 10:42 am, a Customer Service representative emailed

[redacted] the photos of each damaged item and described the damages to her. On Nov **, 11:13 am, [redacted] requested that we send the

damaged items back to her.On Nov **, 11:59 am, a Customer Service representative informed

[redacted] that we sent the damaged items back to her. The representative closed

the conversation and informed the customer to contact her again if she ever

needed anything else.On Nov **, 12:02 pm, [redacted] viewed the email sent on Nov **, 11:59 am, but did not respond. We apologize for any inconvenience this issue may have

caused [redacted], and we are more than happy to answer any further questions or

concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The synopsis of events as outline by Elizabeth and Clark is not completely accurate, they've definitely taken some literary license but it's pretty close to true. I'm not willing to consider this complaint resolved because I have not received the shirts. Once the shirts are received I will be willing to closing it, but until such time, I'm not comfortable doing so.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

No, I have not received the shirts (3). On Nov [redacted], I requested a return and the sales representative informed me by email that the warehouse had been notified. On Nov **, I requested tracking information and was informed the shirts would be sent in two separete shipments and the tracking information will be forwarded when they leave the warehouse. I'm sure you understand why I want this left open until I'm in receipt of the shirts. Thank you so much for your help in this matter. I am going to try to attach the email threads to this.

Business

Response:

On Nov ** at 11:37 am, we informed [redacted] that her order would be sent as two separate orders, and arrive in 5-7 business days.On Nov ** at 11:52 am, [redacted] requested that we send the tracking numbers to her.On Nov ** at 12:56 pm, a customer service representative informed [redacted] that once the tracking numbers were provided by the carrier, she would send them to [redacted] right away.On Dec * at 12:10 pm, according to [redacted] tracking number: [redacted], [redacted]'s first shipment arrived at the front desk or reception area of her address on file.On Dec * at 12:15 pm, according to [redacted] tracking number: [redacted], [redacted]'s second shipment arrived at the front desk or reception area of her address on file.Please let us know if you have any further questions or concerns.