Evolution Painting Company, Inc.

The regular charges made to Complainant Jennifer Drummond were per our Terms, and she was notified when her account went delinquent.  However, in reviewing the customer service response, we find that it was unsatisfactory and did not get to the root of Complainant's issue - we apologize for...

this.  We are removing her name from the collections list.  Furthermore, we would like to extend the special member rate for the purchase of the items she has at home that she has indicated she would like to purchase.  We ask that she respond to our voice messages from CS manager Crystal to finalize the purchase.

Complainant [redacted] signed up for a subscription on September **, 2015, and was first billed one month later (October **, 2015) upon the expiration of her free trial, per the monthly billing plan she signed up for. We do not typically offer refunds, but as Complainant...

cancelled on the day of her billing date, and promptly returned all items she had at home within the 7 day return period, we have already refunded her as a courtesy.  The refund was processed on October **, 2015 for the cost of both the subscription price of $83.19 and the paid item upgrade of $23.17, for a total of $106.36.

Complainant [redacted] account went paid past due on May *, 2016 when her monthly payment did not go through.  We did reach out with our standard emails to the email address on file, notifying Complainant that her payment did not go through.  Our automated emails went out repeatedly...

before the pre-collection email in September.  Complainant claims she did not receive these emails, and it is possible they may have been caught by a spam filter.  In her email to customer service in September, Complainant indicated she would send the dress she had at home back.  As of today, we have not yet received this dress.  As a courtesy, we are willing to remove [redacted] from collections upon receipt of the outstanding dress.  We ask that she provides the tracking number of the pre-paid return package to our customer service via email or phone, Attention: Crystal, Manager.

Complainant C[redacted] first signed up for the service on 10/**/14, and cancelled days later on 10/**/14.  She rejoined on 2/**/15, and has been billed automatically monthly since.  When Complainant called our customer service line on 6/*/15, she did not mention anything about...

her health or personal situation except that she had been moving around a lot so she cannot receive packages easily.  The customer service representative explained how she could cancel her account online.  Complainant responded that she did not have internet access just then, but that she might cancel sometime "in the next few days."  At no point did our customer service representative tell her that the account was cancelled or that it would be cancelled on our end.     Further investigation into this matter shows that although she had previously been a member and understood how to cancel, she fundamentally misunderstood how our service works.  On July [redacted], she wrote to customer service the following: [redacted]
[redacted]
[redacted]" Another email Complainant sent the same day said the following:   [redacted]
[redacted].   [redacted]   Gwynnie Bee is a subscription based service, not one where a member prepays to purchase items.  Her monthly charge is for membership to a service that allows members to borrow up three items at a time.  The normal procedure after joining is filling up one's virtual "closet" with items they would like to receive as part of their subscription.  As we ship based on availability and there are no deadlines for members to return the garments, we require a minimum of 8 items in a member's virtual closet to trigger shipment.  Complainant has only ever added one garment, despite repeated emails reminding her to add more so she could be shipped.   This misunderstanding is a unique one we have not encountered before, so we would like to offer a customized solution to Complainant.  Though this is not policy, in consideration of her health issues and as a gesture, we will give her a credit for the months already paid, and stop further charges until that credit is exhausted. We ask that Complainant immediately call in to our customer service line so that one of our representatives can walk her through our process, and help her fill her virtual closet so she can get shipped as soon as possible.             -- Sarah R. B[redacted] Gwynnie Bee, Inc.

Complainant [redacted] cancelled her account on March [redacted], with one outstanding garment with her at home. Per our Terms of Service, which the Complainant agreed to upon joining, all garments must be returned within seven (7) days of cancellation or a customer will be charged for the...

outstanding garments. As we did not receive the garments within the 7 day grace period, we sent Complainant our standard garment recovery emails on May [redacted] and [redacted], letting her know of the upcoming charges. After notifying her of such and receiving no response, we charged her the $48.38 value of the outstanding garment.  All charges were fully authorized, and were done well after the expiration of the grace period - in fact, Complainant was not charged until 61 days after her cancellation. Complainant did not contact us after canceling on March [redacted] (as stated). Upon receiving this complaint we reached out to address her issues. After explaining our Terms of Service to Complainant, as a courtesy, we issued refund for her 3/** charge, since she called to cancel within 7 days of her bill date. As an additional courtesy, if she were to return the outstanding garment by 5/**/17, we would refund the garment change. We sent prepaid return labels on multiple occasions, which she was unable to receive until today. We have extended her return window through 6/*/17, at which time her remaining refund will be processed.

Complainant [redacted] claims she called in to cancel sometime in April or May, however, there is no record of any calls from [redacted] at that time.  Furthermore, in her response to the 9/** past due email, she did not indicate that she had cancelled; just that she had not actively used the...

account for a while (she did still have garments at home, however).  However, as a gesture of good faith in this situation, we waived the past due amount once she paid for the garments still in her possession.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The refunds have been processed to my satisfaction in interactions between myself and [redacted] customer service. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complainant [redacted] joined our monthly subscription service on April *, 2016 on the 3 item plan.  At the end of her 30 day free trial, she was billed for the 3 item plan monthly charge, as per our terms of service.  When the charge did not go through on the card Complainant provided,...

[redacted] received an automatic email asking her to update her card information, which Complainant acknowledges receiving.  Per our terms, which Complainant agreed to upon signing up, she would continue to be billed monthly while she was a member.  She has had items at home since going past due, and thus is using the clothing rental service for its very purpose.  However, as a gesture of good faith, we are willing to sell Complainant the clothing she has at home as requested and grant a reduction in the amount owed.  We have removed Complainant's name from the collections list to provide 14 days in which she may call our customer service hotline and request CS manager Crystal, who will help her arrange payment for the garments still in Complainant's possession.

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 joined the Gwynnie Bee service using the one-month free trial on August *, 2015. On August [redacted], 2015, three garments were shipped to Complainant. On September [redacted], Complainant was billed for the first paid month of September, for $64.31. The first contact that...

Gwynnie Bee received from Complainant was a call 10 days later, on September [redacted], 2015. Complainant spoke to a customer service representative at that time and conveyed that she wanted to cancel her account and get a refund because she had lost her job. The customer service representative informed Complainant that our policy does not allow for refunds upon request 10 days after the billing date. The second call Gwynnie Bee received was on September **, 2015. Complainant requested to speak to a manager regarding her refund. A customer service representative reiterated that refunds are not available 11 days after the billing period, particularly as Complainant still had two (2) Gwynnie Bee rental garments at home. On September **, 2015, Complainant wrote in an email conveying the same information from her previous calls. On the same day, Complainant called and spoke to another customer service representative. Later that day, our customer service manager spoke to Complainant to confirm that her account had been cancelled as per her request, and that Complainant would no longer receive boxes from Gwynnie Bee. Our manager explained that Complainant had the option of canceling her subscription before she was billed for the first time, and guided Complainant to those instructions on the website .She additionally explained that although the customer service strives to answer every call, we primarily correspond through email for clarity, recordation, and consistency. Complainant claims she called several times before August *, 2015. Unfortunately, there are no records of any contact before the phone call on September [redacted], 2015. Our manager was not implying that Complainant was a “liar” regarding call records before September [redacted]; She simply stated the history of the call records and received correspondence as available to us.Our manager and customer service representatives were transparent regarding our refund policy, cancellation policy, and actual call records. We certainly do not want to cause financial hardship, but the timely membership charge was completely authorized.  When customers join, they agree to terms of service that state they will be billed monthly unless they cancel before the billing day, and that if they in fact cancel they must return all property to us within 7 days of cancellation, or they will be charged for its value. We did not receive Complainant’s outstanding garments until September [redacted], 14 days after the day she is indicating she wanted to cancel.  The total value for the outstanding garments was $202.80, which we would have been eligible to charge Complainant after September [redacted], 2015. The $64.81 charge which Complainant is disputing is for clothing rental, a service she was receiving until she returned the garments arriving on 9/**. However, upon review, we understand Complainant’s confusion in this instance, and we are willing to give a pro-rated refund of the subscription fee, to Complainant if deemed appropriate by the Revdex.com. Therefore, we would refund the amount pro-rated from the day we received the remaining garments on 9/** to the end of her subscription month 10/* (18 days pro-rated refund of $38.58). We have handled this case with good faith throughout (for example, although Complainant retained two garments 14 days after her indication to cancel, we chose not to charge Complainant for the total of the outstanding garments $202.80), and we would like an amicable resolution.

Revdex.com:
Gwynnie Bee was extremely helpful and resolved the situation very well after I made this complaint. I will be continuing with their service at this time.
Sincerely,
[redacted]

We investigated [redacted]'s missing garments, working with her to retrace the steps of where they went missing to file with the [redacted].  With the new information, we have filed a claim with the [redacted] and removed the outstanding garments from her "At-Home" section so they cannot affect her...

service, which has been restored.

Complainant [redacted] was offered the 50% off one month promotion on March [redacted].  When she called in to ask about it in the call referenced in her complaint, the customer service representative did not see the discount applied and incorrectly told Complainant that she would not receive the...

discount.  We apologize for any confusion, and have since reached out to Complainant to correct this mistake of communication.  After we reached out, she has re-joined at the correct promotional rate.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I disagree with Gwynnie Bee's response to my complaint for two reasons. First if the discount was already taken off the "At home item", and therefore could not be reduced again, then why were we given a coupon for "All At Home Items"? Second, I was not offered any discount as Gwynnie Bee has claimed, I have attached my final email with the company which states the promotion has expired and we are unable to extend the offer.  Furthermore, I am even more disappointed with the company because after I filed this complaint they raised the price of the item from $91.50 to $112 (which is a difference of 19% not the 35% they claimed the item was already discounted). Again all I am asking for is the item for $59.50 which is what it was advertised for minus the 35% off coupon.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:
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. Thank you.
Sincerely,
[redacted]

We reached out to Complainant Shondra R[redacted] when we received this complaint.  Our customer manager discussed the history and offered to refund $218 if the three outstanding garments were returned within 7 days.  We've received one garment, but two remain outstanding, with a combined value...

of $381.00.  We are happy to honor our original offer if Complainant returns the two remaining garments as soon as possible, and reaches out to our CS manager with the tracking numbers so we can verify.

Complainant [redacted] contacted us with what she claims to be fraudulent charges on her card.  When we asked for her address to verify her identity, she would not provide, so we asked her to contact her bank and have them provide us with a confirmation of a fraud report.  We...

additionally need to ascertain her address as someone has received (and never sent back) garments from this account.  We cannot give out further information without some sort of verification, as we take customer privacy seriously, but we are ready to work with her to resolve this matter when we receive a letter from her bank or another form of verification.

Complainant went paid past due and was notified to update her account on September **, 2015.  She had four garments out at the time, and did not cancel her account. With the four garments at home, she was effectively using the rental service for her 3 item at a time plan.  Several months...

later in June 2016, with her account still past due, complainant received notice that her account was moved to collections.  She wrote in at the time and stated that she had mailed her outstanding garments in on June **, 2016.  Our tracking numbers show mail activity on the return bags on June [redacted] and [redacted], 2016, but the garments were not received at our warehouse.  As a gesture of good faith, however, we are willing to work with Complainant to remove her name from collections.  We will have to coordinate with our collections provider to do so, so we ask Complainant to call our customer service hotline and ask for manager Crystal.

We have looked into your response and determined that the customer service representative you spoke with was new and did not properly check for notes on your account.  We sincerely apologize for the inconvenience.  Our CS manager Crystal has directly called you herself, left a voice message, and emailed you.  Please ask for her directly when you call back, and she will process the purchase at the discount.