Everlane

When [redacted] notified us that his package did not arrive on December ***, we advised him to wait hours to make sure it was missingWe know that USPS is overloaded this holiday season, and we’ve had many packages marked “delivered” turn up later [redacted] agreed to this, and less than hours later we sent a replacement package via a different carrier, UPS 2nd Day AirThis package was also reported to be delivered on time (this time on December ***)About [redacted] minutes after it was marked “delivered,” [redacted] informed us that he didn’t receive that package either Since two different carriers claim to have successfully delivered these orders, we followed up with [redacted] asking him to confirm his addressWe have yet to hear back from him We are willing to send a third shipment to a different location for ***If he prefers this to be at Everlane offices (we don’t actually have a fully-stocked store), we can arrange it, but it will ship from our warehouse in [redacted] firstWe know that these are gifts, and are truly sorry that they didn’t arrive in time for the holidaysIf he’d like, we’d be happy to offer a full refund instead.Tell us why here

***, Very sorry for the complications with shipping your order back to usWe’ve refunded you for the shirt now –– at your convenience, send it back using a shipping label of your own from the Post OfficeBe sure to include a note in your package that includes your full name as it appears on your [redacted] account and the order numberHere is the return shipping address: [redacted] , [redacted] We replied to your emails within the hour, sounds like they might be getting sent to your SPAM folderNo matter the case, feel free to reach out to me directly at [redacted] if you need anything in the future Thanks, ***

Hi Xu Li,
We were sorry to hear the second package containing the backordered items never reached your momA replacement shipment with those items has just been sent out to the following address:
*** ** *** *** *** *** *** *** *** *** ***
**
This package should arrive in 3-business daysYou can track it here:
***
Please note that the missing package was, in fact, deemed as successfully delivered by *** on November and signed for by *** *** **Attached is the proof of delivery from ***
Since we didn’t hear back from you regarding an alternate address - and we didn't want to delay - we sent the replacement package to the same address as the other shipmentsPlease make sure your mom is available to receive it and let her know the tracking info
To make up for the wait, we have refunded the duties and taxes (total $USD) associated with your order, and the replacement order is on us.
In any event, the new items are on the wayWe hope your mom loves them! Feel free to reach out with any questions or concerns
Best,
*** Customer Experience

Revdex.com:I think that Everlane needs to improve it's shipping standards, and quit putting responsibility on the consumerThey claim to offer brand transparency I am curious how much more I am paying for missed and lost shipments
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

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

Initial Business Response /* (1000, 6, 2016/01/11) */
As of 12/30/2015, *** has been refunded the entire amount charged to her credit cards, in advance of her sending back the Everlane shipment which is now in her possession
When *** first contacted us on 12/9/2015, she was understandably
upset that she hadn't received her Everlane order*** was one of our first customers to take advantage of our new international shipping program, but the service that we used took way too long to deliver *** her orderAs is our policy, because she was unsatisfied, we would have refunded her the money immediately
Unfortunately, *** wanted the money refunded to a different credit card than the one she used to purchaseBecause of the opportunity for fraud, this is something that our system doesn't handleI informed *** of this fact, but she refused our offers to send her the money via other methods (e.gcheck, wire)Nevertheless, we pushed ahead and were able to get our credit card processor to temporarily allow this transaction to go through
Also unfortunately, an error occurred where ***'s new card was charged againThis was realized within hours and we were able to refund the total charges immediately(Of course, depending on the banks, it make take up to weeks for this refund to appear.)
Throughout this whole process I was in touch with ***, apologized for her experience, and informed her of her optionsAnd my team worked above and beyond (over the holidays, no less) to come up with a solution for herI can absolutely state that there was no malicious intent on Everlane's partWe truly regret the shipping company's delay and the accidental double-charge, but we did everything in our power to make it right for her
Initial Consumer Rebuttal /* (3000, 8, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business never appologized for the double chargeInstead it took them over a week to refund the money they had no right to acceptOn top of that, their CEO sent me an email stating that he wishes that I will be happy and that he is happy I am not their customerI am happy to produce those emails
Final Business Response /* (4000, 10, 2016/01/29) */
We have apologized to *** on several occasionsFor instance, please see the attached screenshot of an email sent on 12/31/*** has been refunded entirely and as quickly as the credit card company allowedNo further apologies will be forthcoming

Unfortunately, due to a glitch in our system, [redacted] order was accidentally canceled by our warehouse. We are taking steps to prevent this in the future, and – as we’ve expressed numerous times – are terribly sorry this happened.
When [redacted] brought it to our attention, we immediately refunded her the...

money (on 10/16). We then overnighted her the dress that she ordered free of charge, and also gave her $20 of store credit for her to use at any time.
As the manager of the entire Customer Experience team, I want to apologize to[redacted] for the error. I hope that this explanation, as well as the explanations she received from each of the members of my team who assisted [redacted], a supervisor), sufficiently express our deep regret over this issue.
Best,
[redacted]
Lead Customer Experience 
 
Attached, please find copies of previous correspondence.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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When [redacted] notified us that his...

package did not arrive on December [redacted], we advised him to wait 48 hours to make sure it was missing. We know that USPS is overloaded this holiday season, and we’ve had many packages marked “delivered” turn up later.
 
[redacted] agreed to this, and less than 48 hours later we sent a replacement package via a different carrier, UPS 2nd Day Air. This package was also reported to be delivered on time (this time on December [redacted]). About ** minutes after it was marked “delivered,” [redacted] informed us that he didn’t receive that package either. 
 
Since two different carriers claim to have successfully delivered these orders, we followed up with [redacted] asking him to confirm his address. We have yet to hear back from him.
 
We are willing to send a third shipment to a different location for [redacted]. If he prefers this to be at Everlane offices (we don’t actually have a fully-stocked store), we can arrange it, but it will ship from our warehouse in [redacted] first. We know that these are gifts, and are truly sorry that they didn’t arrive in time for the holidays. If he’d like, we’d be happy to offer a full refund instead.Tell us why here...

[redacted],
Very sorry for the complications with shipping your order back to us. We’ve refunded you for the shirt now –– at your convenience, send it back using a shipping label of your own from the Post Office. Be sure to include a note in your package that includes your full name as it appears on...

your [redacted] account and the order number. Here is the return shipping address:
[redacted]
[redacted]
[redacted]
[redacted], [redacted]
We replied to your emails within the hour, sounds like they might be getting sent to your SPAM folder. No matter the case, feel free to reach out to me directly at [redacted] if you need anything in the future. 
Thanks,
[redacted]