Eloquii, Inc.

Complaint:...

[redacted]
I am rejecting this response because:
This business is lying that they will reimburse me, I recieved the email from them yesterday and a few minutes later I recieved another emailed stating they have "recalled" their email where they stated they will reimburse me for shipping They are an unethical business and will say and do anything to fool people. I will not close this dispute until I actually have the cheque in my hands.  I have attached the 2 back to back emails I recieved from their unprofessional customer service rep Ashley

the item was returned per the label provided.   If is not my fault it took a long time.   It was sent back with 2weeks of being received.   I would have preferred a refund,  but was willing to take an exchange.   An exchange was denied.   My two choices were a) pay $6.99 for the dress to be returned or b) not pay the $6.99 and not have the dress or a refund.   That's unbelievable!   How is it possible for a "business" to do that to customers? 
Regards,
[redacted]

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

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

As of 11/17 this customer has been refunded in full for both items on her order for a total refund of $81.10. This issue has been resolved and the customer should see the refund as of now.

I am rejecting this response because:As Eloquii stated, I did file a dispute with [redacted].  According to [redacted], no one at Eloquii even bothered to respond to the dispute.  [redacted] found in my favor and refunded the full amount of my purchase.  I should not have had to go through [redacted] to get this resolved.Before [redacted]'s decision, I again tried to resolve the problem with Eloquii.  I was told that they were refusing my refund because they said I returned the order past the 30 day mark, even though their warehouse associate signed for the package on the 25th day.  They were refusing to give any of my money back and couldn't even tell me where my returned items were.  They mentioned to me that one item was non-returnable ($14 item), but still didn't want to refund the rest of the order ($104).   I repeatedly tried to talk to someone higher up in the company and was refused. They promised that someone would return my call and never did.The customer service at Eloquii is horrible and I will never order from that company again.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I appreciate the efforts made to resolve this complaint quickly and efficiently.

This customer's return was denied because it was outside of our timeframe that our policy allows. We have been in contact with customer regarding this issue.

This customer has been refunded for the Sophia dress in total $66.54 as of 1/5/16. [redacted] is showing that they declined the refund. If she opened a dispute with [redacted] we would be unable to issue refund. I have issued a request to process manually through our system.

This is the only email I could find regarding this order.  There may be another...

email from them that reflects this being a final sale, but I do not have it.  Also, they will now not respond to me at all and still have my item that they won't return.  Thus, they are refusing to refund my money but are keeping the item.  Dear [redacted],Thanks for shopping with ELOQUII.Want to know exactly when you can expect your order? Just click the tracking link below. It might take up to 24 hours for the carrier to have your tracking number available.Questions about your order? We are happy to help. Visit Customer Service or give us a call at 1-888-534-5314 9AM-9PM EST MONDAY-SUNDAY.Sincerely,ELOQUIIwww.ELOQUII.com1-888-534-53149AM-9PM EST MONDAY-SUNDAYYOUR ORDER #:[redacted]PURCHASED BY:[redacted]
Shipment InformationSHIPPING ADDRESSSHIPPING DETAILSSHIPPING STATUS[redacted]Method: [redacted]SPPRODUCTDESCRIPTIONPRICETOTALTRACKING NUMBEREMPIRE FLARE TOP$23.45$23.45[redacted]PIPED SCOOP NECK TEE$29.95$29.95[redacted]LUXE SYSTEM SUIT PANT$44.95$44.95[redacted]SHEFFIELD PANT$44.95$44.95[redacted]CROP TOP WITH SLV$19.97$19.979261299998243302535894Short Casual Ankle Boot$29.97$29.979261299998243302535894© 2014 Eloquii Design, Inc.

We have told this customer multiple times that this was purchased at final sale. Final sale are indicated by ending in $.97 and by (*) on the invoice. This was purchased at final and was not approved to be returned.

This customer was refunded in full for this order as of 2/12/16. She was contacted as well via email to advise of the refund totaling $67.47. ab crc

Thank you [redacted]!  Much appreciated.  I still have not heard from the customer so am making another attempt to reach her today.  If we haven’t been able to connect by the end of the week I can provide a preliminary response just to keep the case moving on your side.  I appreciate...

it!Hi, Mary.  [redacted] left, so I'm handling this complaint. I have noted that you would like more time. I'll contact you in about a week if I haven't heard from you by then.  Sincerely, [redacted] Smith

I do apologize. I've been in the hospital  for 10 days having surgery and was released from the hospital yesterday, February 27, 2015. But I would like to continue with the complaint. I have not received any call from Eloqui and they have made no attempt to resolve this matter.

Our return policy of 30 days is posted on our website. This customer's order was placed on 12/11/15. She had 30 days from that date to postmark the package to have it returned. She did not postmark this return until 2-9-16. Her return is not within our guidlines and will not be accepted. She has...

agreed to return the items back to her. She advised us this as of 2/24/16. We will advise our Warehouse to return the product on 2/25/16. ab crc

This refund has been issued today and is currently authorizing with her bank. I have left the customer a voicemail regarding this matter and have provided her with my direct number to reach me by if she has any further questions.

They sent the email I attached previously which stated they where trying to get in touch with me, but they haven't being trying.  This was the first email that I have every received from them. They are not following up on the case.  And the point isn't that they didn't take my return, it's that their website say from the day I received the package I have 30 days to return it and their customer service and email to me states I have 30 days from the day it was shipped.  The day I received it could be up to 10 days difference from the day it was shipped.  Their stated policy is deceptive is it's not their actual practice. This is what I want changed.  I'm not asking for my $35.00 back. Thanks,

This customer has contacted us requesting that we accept the return that was not accepted. We did forward this to our upper management who once again denied the return. This was outside the time frame by more than 30 days. Our return policy is clearly posted on our website stating customers have 30...

days to return the product from receipt date (date they had received the product).This customer has only one choice of having the product returned to her for $6.99 as she has been told that her return is not going to be accepted multiple times.

This customer had called in to advise that her order was not received. We did advise her we have to complete a driver follow-up investigation due to the package not being delivered. We complete this for any customer that has not received thier package. We initiated the driver follow-up on 2-13-16....

The customer had been made aware (Depending on [redacted] and [redacted]) that it can take upwards of 10-14 business days to complete the investigation. The customer did not allow the full time frame for completion. We did receive results as of 2/18/16. Per the results of the Driver Follow-up we have offered her either a reship or refund (Which we do for all customers when we receive results of the driver-follow up).The customer has been contacted via voicemail advising her we can reship or refund.

I have received my refund. Thank you for your help in resolving this issue.