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 $for the dress to be returned or b) not pay the $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]
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, 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, 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 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 doesAgain, we're truly sorry for the inconvenience caused this customer and have invited her to return for a better experience
As of 11/this customer has been refunded in full for both items on her order for a total refund of $This issue has been resolved and the customer should see the refund as of now
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI appreciate the efforts made to resolve this complaint quickly and efficiently
Our return policy of days is posted on our websiteThis customer's order was placed on 12/11/She had days from that date to postmark the package to have it returnedShe did not postmark this return until 2-9-Her return is not within our guidlines and will not be acceptedShe has agreed to return the items back to herShe advised us this as of 2/24/We will advise our Warehouse to return the product on 2/25/ab crc
Thank you ***! 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 complaintI have noted that you would like more timeI'll contact you in about a week if I haven't heard from you by then Sincerely, [redacted] Smith
We have forwarded this to our corporate office multiple timesWe did get an answer that the customer will be reimbursed for the $via a check sent by mailI have made the customer aware of this as of 12/29/We have considered this matter closed
This customer has contacted us requesting that we accept the return that was not acceptedWe did forward this to our upper management who once again denied the returnThis was outside the time frame by more than daysOur return policy is clearly posted on our website stating customers have 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 $as she has been told that her return is not going to be accepted multiple times
I do apologizeI've been in the hospital for days having surgery and was released from the hospital yesterday, February 27, But I would like to continue with the complaintI have not received any call from Eloqui and they have made no attempt to resolve this matter
I had previously left this customer 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 orderLeft voicemail for customer regarding refund
This customer had called in to advise that her order was not receivedWe did advise her we have to complete a driver follinvestigation due to the package not being deliveredWe complete this for any customer that has not received thier packageWe initiated the driver follon 2-13- The customer had been made aware (Depending on [redacted] and ***) that it can take upwards of 10-business days to complete the investigationThe customer did not allow the full time frame for completionWe did receive results as of 2/18/Per the results of the Driver Follwe 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
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
We have told this customer multiple times that this was purchased at final saleFinal sale are indicated by ending in $and by (*) on the invoiceThis was purchased at final and was not approved to be returned
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!
This customer has been refunded in full for her shipping costs of $She has been contacted as of 2/17/advising her of this refund and to contact for futher assistanceabcrc
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 "day policy."When I realized that I had missed the Nov29, 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 forgivenessI 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 day return policy reasonI 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 JanuaryEloquii has had my money and these items since DecemberEloquii 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 days with my returned items and my money does not seem fair or balanced.I am not pleased I am extremely dissatisfiedThis 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 $return fee and just send me the unwanted items I had so hoped for a different outcomeI 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 nothigesture of goodwill I will encourage others to never make a purchase from this companyAnd one can be assured I never will make another purchase from Eloquii
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 belowIt might take up to hours for the carrier to have your tracking number available.Questions about your order? We are happy to helpVisit Customer Service or give us a call at 1-888-534-9AM-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$23.45$[redacted] PIPED SCOOP NECK TEE$29.95$[redacted] LUXE SYSTEM SUIT PANT$44.95$[redacted] SHEFFIELD PANT$44.95$[redacted] CROP TOP WITH SLV$19.97$19.979261299998243302535894Short Casual Ankle Boot$29.97$29.979261299998243302535894© Eloquii Design, Inc
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 $for the dress to be returned or b) not pay the $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]
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, 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, 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 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 doesAgain, we're truly sorry for the inconvenience caused this customer and have invited her to return for a better experience
As of 11/this customer has been refunded in full for both items on her order for a total refund of $This issue has been resolved and the customer should see the refund as of now
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI appreciate the efforts made to resolve this complaint quickly and efficiently
Our return policy of days is posted on our websiteThis customer's order was placed on 12/11/She had days from that date to postmark the package to have it returnedShe did not postmark this return until 2-9-Her return is not within our guidlines and will not be acceptedShe has agreed to return the items back to herShe advised us this as of 2/24/We will advise our Warehouse to return the product on 2/25/ab crc
Thank you ***! 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 complaintI have noted that you would like more timeI'll contact you in about a week if I haven't heard from you by then Sincerely, [redacted] Smith
We have forwarded this to our corporate office multiple timesWe did get an answer that the customer will be reimbursed for the $via a check sent by mailI have made the customer aware of this as of 12/29/We have considered this matter closed
This customer was refunded in full for this order as of 2/12/She was contacted as well via email to advise of the refund totaling $ab crc
This customer has contacted us requesting that we accept the return that was not acceptedWe did forward this to our upper management who once again denied the returnThis was outside the time frame by more than daysOur return policy is clearly posted on our website stating customers have 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 $as she has been told that her return is not going to be accepted multiple times
I have received my refundThank you for your help in resolving this issue
I do apologizeI've been in the hospital for days having surgery and was released from the hospital yesterday, February 27, But I would like to continue with the complaintI have not received any call from Eloqui and they have made no attempt to resolve this matter
I had previously left this customer 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 orderLeft voicemail for customer regarding refund
This customer had called in to advise that her order was not receivedWe did advise her we have to complete a driver follinvestigation due to the package not being deliveredWe complete this for any customer that has not received thier packageWe initiated the driver follon 2-13- The customer had been made aware (Depending on [redacted] and ***) that it can take upwards of 10-business days to complete the investigationThe customer did not allow the full time frame for completionWe did receive results as of 2/18/Per the results of the Driver Follwe 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 reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me Regards, [redacted]
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
We have told this customer multiple times that this was purchased at final saleFinal sale are indicated by ending in $and by (*) on the invoiceThis was purchased at final and was not approved to be returned
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!
This customer has been refunded in full for her shipping costs of $She has been contacted as of 2/17/advising her of this refund and to contact for futher assistanceabcrc
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 "day policy."When I realized that I had missed the Nov29, 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 forgivenessI 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 day return policy reasonI 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 JanuaryEloquii has had my money and these items since DecemberEloquii 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 days with my returned items and my money does not seem fair or balanced.I am not pleased I am extremely dissatisfiedThis 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 $return fee and just send me the unwanted items I had so hoped for a different outcomeI 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 nothigesture of goodwill I will encourage others to never make a purchase from this companyAnd one can be assured I never will make another purchase from Eloquii