Eloquii, Inc.

I'm responding to your request for additional information.The order was placed on 1/and received on 11/ I've attached the tracking information for your review as well.I was verbal told the postmark had to be done by 12/not 12/ When I asked to speak with a manager I was told
that there was no one there and the supervisor on the phone was the only person I could "ever" speak with unless I call back in the morning The customer service in this organization is terrible.Shipment FactsHide Tracking number *** Weight lbs / kgs Total pieces Packaging Package Service FedEx SmartPost Dimensions 18x12xin Terms Shipper

Our returns policy is stated clearly that final sale items are non returnable nor exchangeableThis item #purchased with order #*** was at a final sale priceThe customer told us to return the product to herHer other order #*** has been approved to process and her refund will be posting within the next business days

Thank you for sharing this customer's concern with us! We were able to connect with her to discuss her experience As she mentioned, unfortunately, because her items were returned to us outside of our day return policy, we were unable to offer a return However, as a courtesy, rather than deny the return and ship the items back to her, the decision was made to offer an exchange as a one-time courtesy, because she was so close to the acceptable window Unfortunately, it appears that once this decision was made, it was not well communicated to the customer, and we did not make it easy for her to execute this courtesy exchange As a result, the exchange was never completed We're glad she's contacted us again to give us the opportunity to make it right for her, and are currently working with her towards a mutually agreeable resolution Again, we're so sorry for her frustration with her experience and appreciate you sharing!

Complaint: ***
I am rejecting this response because:
Eloquii has provided completely information The order in question was shipped on 12/and received on 12/via overnight shipping This was a replacement order that they had generated for a previous order that had been lost If they had simply checked the tracking information provided (*** #***) or even bothered to open my return package to glance at the original receipt which they REQUIRED I enclose with my package To not even do due diligence to check the dates and tracking information for an order is completely unacceptable customer service practices This issue needs to be resolved immediately

This customer's return is currently under reviewPer our return policy, which is clearly stated on our website, final sale items are non returnableItem number *** is final sale This order is currenlty has a dispute opened with ***Per that dispute we would not be able to
refund for the rest of the return if approved for refundShe would need to close this dispute for us to issue any refund The customer has been contacted regarding the final sale item

I reviewed the response made by the business in reference to complaint ID 11014584, and find the resolution is satisfactory to mePayPal confirmed the credit was applied

Customer has been advised that the only order that will not be accepted for return is #***. Our return policy is stated on our website clearly that the orders have to be postmarked within days of receiptOur return policy is stated on our website clearly that the orders have to be
postmarked within days of receipt This was ordered on 11/1/and received on 11/6/She did not postmark her return until 1/7/This is well after our day return policyShe has been advised that the other two orders will be processedOnce processed she will receive an email stating her return has been received and refund will post

This customer has been refunded for both of these itemsAs of today, she has been notified of her refunds

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

Regarding this order, the
customer
contacted us on 6/that the package was not receivedWe proceeded
with a driver follwhich confirmed delivery to her location on 6/We
initially responded to the customer that we were not able to refund the order
because we have already provided a courtesy refund for her previous order that
was also stolen, as well as another item that she states she didn’t receive. On 6/16, this customer was
notified that as our final courtesy we have refunded the entire orderWe also
advised that if she places another order, we suggest shipping to an alternate
location as we will not be able to assist with any more stolen packages

Thank you for sharing this customer's concern with us! We were disappointed to hear of her return experience, especially given the problem she encountered with our Kady pants.We contacted the customer last week to offer our apologies + offer a full refund for the pants with which she had an
issue This problem should not have occurred, and we're sorry she had such difficulty in getting it resolved We typically offer a full refund or exchange when a customer receives a defective item.Earlier this year we updated several return processes, and at the same time, we relaunched our customer experience team We are confident that the changes we have made internally will create a better experience for this customer in the future!

Thank you for sharing this customer's concern with us! We're sorry that she had such a disappointing experience and appreciate the opportunity to help solve it for her.Regarding order cancellations - in an effort to fulfill customer orders as quickly as possible, as orders are placed on the
web, they continuously flow into our warehouse for processing As a result, it is generally pretty challenging to cancel an order once placed (regardless of whether the order is placed during customer service business hours or not!) We understand that, in our attempt to fulfill quickly, we might occasionally run into challenges like this for customers who immediately change their mind about placing an order, so generally we are set up to allow a return when it's requested immediately like this It appears that in this instance, because the customer purchased items that were sold to her as "final sale", the representatives she spoke with believed, in error, that they needed additional approval to accept the return While it's generally true that we cannot accept return of "final sale" items, in this instance we're happy to help This miss is what caused the need for additional contacts + delay in follow-up, and we are so incredibly sorry that this happened! We can absolutely accept her return, given her timely request to cancel, and are sorry that she was concerned that our final response would have been anything but!We attempted to reach the customer via phone and via email, and have not yet heard back from her We would welcome the opportunity to speak with her to better express our apologies! In the meantime, we've requested a pre-paid label be sent to her, via email, from FedEx This label will allow her to return the order she wished to cancel for a full refund We're making additional attempts to contact the customer today to be sure that she knows how we can move forward Thank you again for sharing this with us!

Good Morning, I am writing to you in regards to my complaint #***I presented proof and was able to convince Eloquii I mailed out the return before the cut-off dateI have received a refund from them 02/12/16.Thank you!

The customer was notified on 6/that her order was not returned within 30days and therefore was deniedOur return policy on our website states : "Merchandise received into the Returns Center after days of receipt of your order will be returned to the customer at their expense."When she
contacted us on 6/10, she paid the $return fee to have the item returned to herThe item is already in the process of being returned to the customer

The customer has been refunded for the full product totalWe have been in contact as of 2/15/to advise of the refundab crc

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me. I do accept the resolution but the company should've refunded me the complete amount that included shipping which would've been a total refund of $

This customer's return was outside of time frameWe do not show record that she had called in about the product having a defectShe would have had to have the item postmarked within days per our return policyI have placed the link below. Per her label #*** (Return Tracking
#) this was postmarked days outside of the day time frameOur returns go through a review process and her return was rejectedShe can have the items sent back to her for $abcrchttp://www.eloquii.com/return-policy.html

Customer's complaint was sent to corpmultiple times and was denied due to this item being a final saleWe offered OTC exchange which she denied to oblige withWe resent to corpwith this complaint and requested refundThis was approved and customer has been refunded for full product total of
$She was refunded first for $for original return of approved itemAs of 12/we issued refund for $return fee and $At this time the matter is now closed

Thank you for sharing this customer's concern with us! We're truly sorry for any disappointment caused by our return policy, and by this customer's interactions with our Customer Service team.To clarify, our returns timeframe does indeed allow for days from the date of delivery before the return needs to be postmarked To the customer's point, shipping delays on either side could shorten or lengthen a returns timeframe were it defined differently, so we've chosen to write our policy in this way to ensure every customer has a consistent window - days - in which to determine if the purchase works for them or not It sounds like there was potential miscommunication regarding this guideline when this customer interacted with our Customer Service team; we're sorry for any confusion it caused and are following up on the concern as we understand that this contributed to her disappointment with us.In this case, the customer's return was postmarked after the day window from delivery had passed Her original order was delivered on Nov 30, 2015, and the return was postmarked January 9, Additionally, her return included items that were sold to her as "Final Sale" - as designated on the product page and on the packing slip in the package For both of these reasons, we were unable to accept the return, and as outlined in our policy (here: http://www.eloquii.com/return-policy.html) we contacted her to offer to ship the items back to her at her expense.We've also sent the customer an additional message in an attempt to connect personally, and look forward to speaking with her!

This customer is requesting to return a product that was purchased on 10/8/(not yet returned)This is too far outside of our day return policy for us to acceptReturn policy has been placed belowUnable to accept return http://www.eloquii.com/return-policy.html