Eloquii, Inc.

I had previously left this customer 2 voicemails to call me directly to resolve her issue as she has given us conflicting information.  At this time, she has been fully refunded for this order. Left voicemail for customer regarding refund.

The recalled message was a had errors due to processing in which we corrected and sent the email. Both emails stated that she was going to be refunded for her S/H. This customer was refunded in full for her order so we have to process this shipping and handling refund manually as a check that will be sent via postal mail. I have advised the customer of this many times. I will email her again advising this as of 1/4/16.

We
have forwarded this to our corporate office multiple times. We did get an
answer that the customer will be reimbursed for the $17.00 via a check sent by
mail. I have made the customer aware of this as of 12/29/15. We have considered
this matter closed.

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

This customer has been contacted regarding this matter. We were approved, due to the small amount of time frame that she was outside the 30 days, to process the refund for the return. She will be seeing her refund for the product total within 10 business days depending on her banking institution.

This customer has been refunded in full for her shipping costs of $24.99. She has been contacted as of 2/17/16 advising her of this refund and to contact for futher assistance. abcrc

Thank you for sharing the details of this concern with us!This customer's original delivery was significantly delayed due to delays with the carrier.  It was re-routed by the carrier multiple times in late December and early January, resulting in the package being delivered January 11, 22...

days after we shipped it.  While unfortunately we don't have control over carrier delays, we understand how disappointing this must have been and are truly sorry this happened!  When the customer returned the package to us (the return was shipped January 22, 11 days after receipt, within our return policy as written here: http://www.eloquii.com/return-policy.html), she was right to expect a refund.  Unfortunately it appears that the refund was not processed in a timely manner, and then when processed included a charge for the return shipping fee.  Given the extreme delivery delay she experienced, and a previous conversation with our Customer Service department, she was right to expect that this return fee would be waived, and we're truly sorry that she had to contact us an additional time to receive the credit for the return shipping fee.  This additional credit was processed on February 27 and we are following up on the miss.We spoke with this customer today to confirm that she has received the initial credit.  The second credit is still in process with the bank, and should post in the next few business days.  We will stay in touch with the customer to ensure it does. Again, we're truly sorry for the inconvenience caused this customer and have invited her to return for a better experience.

The was no "potential miscommunication regarding this guideline" I was given WRONG information in writing, as provided before, and on the phone when speaking to their customer service.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  The company's representative has been very helpful and is sincere in her resolution.

Thank you for sharing
this customer's concern with us!  We were sorry to hear of her
disappointment with us and appreciate the opportunity to respond.
We do designate certain
items as "final sale", by adding a badge to the product image, a
message to the product line in the shopping...

cart, and an asterisk on the
invoice, which then corresponds with text indicating that the item is final
sale.  Examples of each of these designations are attached.  In this
situation, the customer stated that she thinks the final sale designator may
not have been on the invoice, and though we are confident the items were marked
as final sale on the website, unfortunately given the age of the order we're
unable to reproduce her invoice to confirm whether or not the designator was on
the invoice.  We've attached an example of what our current invoices look
like, which do include the asterisk and final sale line.  We are truly sorry
if this message was missing from her invoice, and understand how this could
have contributed to the confusion.
Regarding returns, we
detail our full return policy on our website,
here: http://www.eloquii.com/return-policy.html.  The policy includes
details on what steps we will take if we receive a return that cannot be
processed per the terms of our policy.  This detail includes the timeframe
over which we will contact customers prior to returning items to stock.
 Because this customer's return included items that were non-returnable
per our policy, she was contacted per the guideline to request the return
shipping fee.
We were able to speak
with the customer today to relay our apologies for her disappointment with her
experience with us, and to work together on a mutually agreeable resolution.  We truly appreciate the opportunity to speak
with her and resolve the concern!

Thanks for sharing this customer's concern with us!Our return policy allows for returns on items shipped back to us within 30 days of receipt, in their original condition (excepting items sold as final sale).  Unfortunately, this customer's items were shipped back to us outside of this timeframe (received 12/7/2015, shipped back 2/1/2016).  We also detail in our return policy what happens if we receive a return that cannot be processed per the terms of our policy - specifically, that we can either ship the item back to the customer at their expense, or return the item to stock.  This is why the customer was contacted to collect the return shipping fee. These details are all shared on our website, so that the customer has the opportunity to review prior to purchasing: http://www.eloquii.com/return-policy.htmlWe understand that this customer was disappointed with this resolution, so we've reached out to her a few times via email (most recently in the AM on 3/10/2016) in an attempt to set up a quick call to discuss her concerns.  We look forward to hearing from her so that we can explore what options might be available.

I reviewed the response made by the business in reference to complaint ID [redacted],  I would prefer to keep this open until my refund is processed. I had a hard time reaching someone when this all started. They need to make information readily available and where customers can find it to cut down on some of this back-and-forth.  Information about the warehouse constantly processing orders is not on the website for customers I will to see that no they aren't able to cancel orders. A customer should also be able to cancel the order without a problem!  The information that I constantly received from customer service was that they were close at 9pm and they open at 9AM and immediately begin processing orders so that leaves you no time to cancel the order if you need to, and also I find it hard to believe that the warehouse processes orders constantly when apparently it's shutdown after 9 PM. Also if customer service would reach out as much as they have in the past two days to see whether I received an email I got for the FedEx prepaid label and this complaint would have never been filed. This complaint was filed because I had went back-and-forth for about three plus days with customer service and was told I would get a response back on Wednesday and it never happened. So until everything is fully squared away I do not consider this resolved, once I get my refund I will consider it resolved.

I am rejecting this response because:Eloquii  has had now had these four clothing items since the first week of December 7, 2015.I feel that customer service and customer satisfaction means little to this Eloquii.I have admitted that I did NOT return the items within the "30 day policy."When I realized that I had missed the Nov. 29, 2015 deadline for return, I sent them an email explaining that my package had NO RETURN shipping label, that the Thanksgiving holidays were within these time period and I asked them for forgiveness. I received an email stating that the return was not within their "policy" and they would NOT accept the return.  I was quite upset and asked my husband to call Eloquii.  He did.  He was given the same 30 day return policy reason. I understand the need for policy and guidelines, but I also understand the human element and Eloquii does NOT care about the human being, the customer, the one that keeps them in business.I explained that three of the items were TOO big and one was too small.  I don't want the items.  In fact I kept one of the items, but NOW I wish I would have returned it, too.What I don't understand is why Eloquii will NOT work with me!! It is very upsetting.We are almost to the end of January. Eloquii has had my money and these items since December. Eloquii repeatedly gives their same response and it is apparent they do NOT intend to work with me.  My happiness and satisfaction mean nothing to Eloquii.Why are they NOT held to the same standard that they so rigidly expect from their customers?Thirty day return policy with NO exceptions for their customers and 51 days with my returned items and  my money does not seem fair or balanced.I am not pleased.  I am extremely dissatisfied. This year I turn sixty and I have never come in contact with a company such as Eloquii.  Customer satisfaction is not their goal!! The whole ordeal has been and continues to be quite stressful.They have not attempted to offer me a resolution.  Eloquii had not once offered to wave the $6.99 return fee and just send me the unwanted items.  I had so hoped for a different outcome. I tried to be forthcoming and sincere.  I had hoped that by contacting the Revdex.com communications would be open and Eloquii would re-evaluate their stringent,  unyielding return policy.Eloquii has offered me nothing-no gesture of goodwill.  I will encourage others to never make a purchase from this company. And one can be assured I never will make another purchase from Eloquii.