Evolution Painting Company, Inc.

Since this complaint was made, Complainant *** *** has responded to our garment recovery email with the following email, dated March **, 2016, confirming that she did indeed have the items contested in her possession: "*** *** * *** * *** *** *** ** ** *** ** *** **
*** *** *** *** *** *** ** *** *** * *** *** *** ** *** *** *** *** *** *** *** ***" This is in response to an email listing the following items: Poppy Red Belted Wrap Dress Bermuda Dress in Teal Berry Kloey Top In Splash Print Bright Botanical Print Blouse Dot Print Cut Out Top Baylie Dress Blouson Knit Dress In Garden Floral Sweater Dress In Sapphire Stripe Sweater Dress In Ultra Violet Print Wrap Dress In Crimson CherryTotal value: $762.19We have not yet received these garments back to our warehouse, but we are on the lookout for the shipment from Complainant We will follow up with Complainant when we do

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We sincerely apologize that Complainant's first cancellation attempt was not properly recorded internally We've since had that customer service agent retrained, and have processed the refund for the time in question (minus the cost for the three garments Complainant has at home that she
emailed in to let us know she would like to purchase) We have also reached out to Complainant by phone repeatedly, but her voicemail box has been full each time, so we have sent follow up emails letting her know of the resolution

Complainant [redacted] has stated that she has mailed the four items marked as at home back to us, and has provided her [redacted] pickup scheduling confirmations as proof of shipment.  Unfortunately, the pickup scheduling confirmations do not provide any information as to the tracking number...

or destination associated with the packages picked up.  Furthermore, there has been no activity on the tracking numbers of the prepaid return envelopes she has in her possession.  Customer service has reached out to her in an attempt to gain more information to help ascertain the whereabouts to the shipment, but we have not yet heard back from her.  As of today (April [redacted], 2016), there is no activity on the outstanding return bags, and a thorough search of our warehouse has not found any of the garments she states she has returned.  Complainant has not been charged, and we ask for cooperation in resolving this matter.

Complainant Sarah Stepp signed up for our one-item clothing subscription program on 7/**/14. This plan allows a member to pay a flat monthly fee to rent one item of clothing at a time.  Complainant could receive and return the one item allotted as many times as she wished while...

she was a member in good standing.On 9/**/14, Complainant’s credit card failed to go through. This happened again on 12/**/14. After notifying Complainant of this, she informed us she updated her information, but the card still failed to go through. We notified Complainant on 1/**/15 that she was 30 days past due and still had one of our garments in her possession. In the interim, we tried but were not able to get the pertinent information from Complainant to resolve this issue. Complainant cancelled her service online on 11/*/15, and contacted us on 11/*/15. Because Complainant had a garment in her possession the entire time she was subscribed, she was indeed utilizing our service for its exact purpose – renting out clothing with a one item at a time subscription plan.  Per her own emails, Complainant has yet to return this item to us. However, as a courtesy, we have refunded Complainant the entire contested amount.  All charges were authorized and consistent with our terms, but as there was more back and forth on resolving her concern than we aim for, we have extended this refund as a gesture.  We ask that Complainant please return the outstanding garment to us as soon as possible, as her account is cancelled and it is our property.

Complainant [redacted] cancellation process on February [redacted] 2017 was not completed.  However, as a gesture of good faith, we reached out and refunded her the monthly service charges upon confirmation her items out were on their way back.  We have since received all items, and this...

matter is resolved.  We sincerely apologize for any inconvenience here.

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 and the matter has been resolved.
Sincerely,
[redacted]

Complainant [redacted] filed this complaint on June *, 2015.  At that time, we were already in the process of locating the garment, and a manager was able to track it down using the additional information provided by Complainant on June [redacted].  When the garment was found, we promptly...

refunded Complainant for the full amount.  The charge was made due to an error made by one of our warehouse associates, who has been dealt with accordingly.  We sincerely apologize for any inconvenience caused by this mix up.  In addition to the refund, we would like to offer Complainant a discount should she choose to rejoin and allow us to make it up to her.

Complainant M[redacted] wrote inquiring about cancellation on March **, 2016, and customer service wrote back providing instructions to call for cancellation.  We received no calls from Complainant thereafter.  However, given the extenuating health issues, we are prepared to provide...

Complainant a refund for the months after March **, 2016, minus the price for the two garments she has had at home.  As a courtesy, we are extending the discounted member price to her for these garments.  In order to process the refund, we ask Complainant to contact our customer service and ask for Crystal, who is familiar with this matter.

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 and the matter has been resolved.  Although I do NOT  appreciate the business sullying my character by the way it stated that I wanted a refund because I lost my job.  This does not make the company look good to consumers.  As I have stated before.  Every effort was made to contact the company by phone but all I got was a recording and music that never ended.  After holding for more than 5 minutes.  I hung up and I did not try to contact them the Labor Day weekend.   I am very used to companies who excel in customer service including those who would have refunded me the full $64.00  as a courtesy instead of prorating it down to $38.00 and change  which I will accept.  Perhaps they can take a message from [redacted]:  [redacted], founder of [redacted] Inc., abillion-dollar cosmetics company, makes a similar point, saying, “People aredefinitely a company’s greatest asset. It doesn’t make any difference whetherthe product is cars or cosmetics. A company is only as good as the people itkeeps.”Retrieved June *, 2008, from [redacted]
Sincerely,
[redacted]

The attached list of tracking numbers is a complete list of prepaid return labels sent to Complainant Ms. [redacted].  Per the [redacted], all bags she has mailed have been delivered to us, and there is no activity (after the creation of the label on our end) on any of the other bags we provided.  Our internal garment identification numbers for the four garments outstanding are as follows: 5430-MUL-1X; 5278-YEL-18; 4241-MUL-16W; and 4222-MUL-1X.  None of these garments were in the bags delivered to us.  As there is no indication that the remaining bags were ever utilized to return these four garments, we ask Complainant to compare the numbers on the bags in her possession to those on the attached list to help us sort out this matter.

We investigated Complainant [redacted]'s complaint, and believe we have determined the cause of confusion.  On the date Complainant first signed up, she created two separate and active accounts, using slightly different email addresses (one of which appears to be missing a couple of...

letters). When Complainant called in to cancel on February *, 2016, the account under the email address you provided on the call (without the missing letters) was cancelled immediately.  As our Terms of Service only allow one account per member, we did not know there was a second account active at that time.  After Complainant reached out about the charge, our investigation discovered the second account (with the missing letters).  We have cancelled the second account and refunded the contested amount in full.

Complainant S[redacted] cancelled her account on June [redacted], having never been shipped garments as she was below the required closet minimum for shipment throughout her membership.  Per our Terms of Service, which the Complainant agreed to upon joining, members will be charged on the [redacted]...

day of service (after their free trial) unless cancelled.Complainant emailed us on 6/*/17, and the customer service team them cancelled her account on her request. As a courtesy, CS also processed a refund for the first paid month's charge. Today a CS Manager reached out to the Complainant and left a voicemail fully explaining our Terms of Service and confirming her refund. As additional courtesy, the manager gave the Complainant a letter for her bank, requesting they rescind her bank fees, as she did not use the service and was refunded.

Complainant [redacted] subscribed to the service on the 5 item plan on January **, 2014, and continued active use (receiving and returning garments) until September *, 2014.  Complainant's card was declined for the monthly subscription price on September *, 2014, so she received no further...

shipments after that date.  Complainant still had four garments at home, however, with a total retail value of $557.  Once her card was declined, Complainant received numerous emails asking her to update her billing information so she could be shipped again.  She was thus on notice that her account was not cancelled.  When she logged in and updated her card information on July **, 2015, she was automatically charged for the back due amount for the service.  She contacted customer service and our manager worked with her to come to a compromise: Though she was subscribed to the five item plan and had four items at home for the entirety of the time she was past due (using the service for its very purpose - garment rental), we instead billed her for a two item plan, and refunded the difference of $469.04.  Complainant accepted the refund with the below message and feedback on the customer service ticket:Message: "Thank you, I appreciate your effort on all of this."Feedback: "While everyone was super friendly the resolution is beyond unsatisfactory. I'm sure I'm viewed as a "bad customer" but an unauthorized charge for almost 1200 is completely unacceptable, and caused a financial hardship that I will be dealing with for months if not years to come. This is not in response to the items listed below but a larger issue!"We certainly do not want to cause financial hardship for our customers, but the charge for the past due membership charges was completely authorized.  When customers join, they agree to terms of service that state they will be billed monthly unless they cancel, and that they must return all property to us promptly after cancellation or they will be charged for its value.  We worked with Complainant in good faith to reduce the total charge significantly, despite having garments out the entire time she as past due.  Indeed, had Complainant completed the cancellation process, she would have been on notice that she had a seven (7) day grace period to return the four items she still had at home.  Had she cancelled and retained the garments, she would have been charged $557.  After the courtesy refund of $469.04 (which has already been made), the amount Complainant is disputing is $625.60.  If Complainant did not cancel, she would be properly liable for the full amount for back charges.  As a gesture, if Complainant chooses, we can honor the purported date of cancellation and offer an additional refund of $68.60, which would bring Complainant to the same position she would have been if she cancelled as she had claimed (a total charge of $557 for the outstanding garments).

After receiving the complaint, we reached out to Complainant and were able to clarify all outstanding questions and process her refund.  Complainant then indicated that we had solved her issue, stating "I was satisfied with the help I received from Crystal the Customer service manager. She was...

able to solve my problem."

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Gwynnie Bee Inc. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Complainant Whitney Jordan cancelled her account on July [redacted], 2015, a day after her monthly billing date.  She was charged the monthly price of $84.02 on July [redacted], and called in demanding a refund on July [redacted].  Our customer service representative explained our usual no refund policy,...

but let her know that as an exception, we'd be happy to refund her once we received the three garments checked out to her back.  Complainant said she did not cancel on July [redacted] because she wanted to send all garments back to us first.  Our customer service representative explained that we have a 7 day grace period after cancellations for returns.  Complainant objected to us needing to wait to receive the outstanding garments (with a total retail value of $198.68) before we could issue a refund.  She was particularly unhappy about the last garment, which had been shipped and placed in a container for [redacted] pickup on the [redacted]. In her own words, Complainant particularly took issue with the fact that we could not "look through the thousands of orders to stop my order from being sent out." However, after the packages are placed in [redacted] shipping containers, we cannot retrieve them. Our customer service representative reiterated that we would give her a full refund as a courtesy when we received all three garments back.  As we have now received all garments (though one was returned after the grace period), we have issued the full refund.

We have reached out to Complainant [redacted] numerous times by phone and email in an attempt to resolve this matter.  Given the extenuating health circumstances, we are going to temporarily remove Complainant from the collections list, for a period of 60 days.  We ask her to call or contact...

our customer service before then to work out the details, and to directly request Crystal, who is familiar with this matter.  Complainant must also return the 10 garments she has at home ASAP in the pre-paid return bags we've provided, as she is still utilizing the service at this time.

Upon review of the communications, we understand where the confusion stemmed from, and the customer service response did not live up to our high standard of service.  As a result, we have spoken to the CS representative handling the matter, and would like to extend Complainant [redacted] a...

refund for the remaining two months as a gesture of good faith.  We ask that she reach out to our customer service manager Crystal on our customer service hotline, and the refund will then be processed.