Erwin Pearl Retail Inc.

To Whom It May Concern: The complaintant visited my office the other day.  She didn't read our contract when she signed up and wasn't aware that we charge $2 for every $1000 reduction of the market value.  I explained that other companies also charge a fee for market reductions and...

our fee is the lowest compared to the other companies that charge the fee.  I agreed to waive the fee this year.  The matter has been resolved. Regards,[redacted]

Yes, after I filed the complaint, I decided to stop by the company's office in person. Ms. [redacted] agreed to waive the $80 fee for me this year and I wrote a cancellation notice in front of her in her office to cancel the contract agreement between [redacted] company & me for future, as of July 20 2015 for [redacted]. Thank you!
[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Review: I mailed in a broken necklace for repair over a year ago. The company declined to repair the necklace and now is unreachable for returning it to me.Desired Settlement: Return broken necklace to consumer.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Erwin Pearl Retail Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I sent the following email to [redacted] and Customer Service at [redacted] (as provided on [redacted]'s website) on January **, 2014, which explains my complaint:

Dear [redacted]

I contacted your customer service department after I received this Basset hound pin and explained that the quality, specifically the enamel paint, was not satisfactory. Your customer service person directed me to send the pin back for an exchange. I sent this Basset hound pin back to [redacted] on December [redacted], it arrived at your store in Manhattan on December [redacted], with the USPS tracking number of: xxxxxxxxx. As I mentioned, I wanted to exchange it for a different Basset hound pin, one where the coloring wasn't as streaky. I wrote a letter and enclosed it in the returned package explaining this too.

I called [redacted]'s customer service department on December **, after the package was delivered to your store, and the person verified that the package had been received, and she also said that there were quite a few packages that they had yet to get to, and that my package was one of them. She assured me she would get to my exchange.

It is now January [redacted]and I don't have my pin, I don't have any communication from your store that there was an issue with my request, and I am very concerned that my order fell through the cracks. I had wanted that pin before Christmas, and assumed when your customer service person told me she would handle it on December [redacted]that I would have had it back by Christmas.

Please contact me ASAP and provide either an explanation of why the long wait for my exchange or refund my order.

My contact information is in the order below, and my phone number is xxx-xxx-xxxx.

Regards,

XXXXX XXXXXX

Today is January **, 2014, and I just called [redacted]'s customer service number again and left a voicemail. I resubmitted the email above too and included the additional statements below:

Dear [redacted] and [redacted] Customer Service,

This refund/exchange for my Basset hound pin has taken too long. I have not heard one word, neither by email nor phone, from [redacted] nor customer service on the status of my exchange. I sent the Basset hound pin back to your Manhattan office via insured mail as you read below, and I have not received a replacement pin nor any communication from your company about this. This is unacceptable. The original order was placed back on November **, 2013, and it is now January **, 2014, and I do not have a replacement pin nor a refund. This is completely unacceptable. I will file a Revdex.com complaint today.

I expect an email or phone call as soon as possible to resolve this situation.

[redacted]Desired Settlement: I want my money back. I want a refund. The purchase price was $120, plus $8.00 for shipping. I would accept the $120 refund to settle this.

Business

Response:

Dear [redacted],

I an in receipt of your message regarding the complaint from [redacted]. We at [redacted] pride ourselves on providing the highest service levels to our customers. Unfortunately, we occasionally fail this mission. Upon receiving your e mail, we researched the complaint and [redacted] is correct. I have personally spoken to [redacted] to apologize for this and explain what happened to her request for the exchange. (I will give a brief summary of the circumstances; the item was returned to us and an e mail sent to [redacted] who is our e commerce manager. [redacted] suffered a ruptured lung while flying to England for the Thanksgiving holiday. Due to this medical emergency he was not able to return until the day before Christmas Eve, by boat. during this time, e mail messages sent to his mailbox went unanswered.) [redacted]'s was in fact one of them. We have fully refunded [redacted]'s entire purchase, including shipping with our apology. I have also personally extended a discount offer with our request to give us the opportunity to redeem our reputation, which I hope [redacted] accepts.

I hope this addresses the issue with the Revdex.com. Again, thank you for bringing this to my attention for resolve. If there is anything else you need of me, please let me know. Have a nice day!

Sincerely,

Consumer

Response:

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,