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 reasonsFirst 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 $to $(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 $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]
Complainant joined the Gwynnie Bee service using the one-month free trial on August *, On August ***, 2015, three garments were shipped to ComplainantOn September ***, Complainant was billed for the first paid month of September, for $The first contact that Gwynnie Bee received from Complainant was a call days later, on September ***, 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 jobThe customer service representative informed Complainant that our policy does not allow for refunds upon request days after the billing dateThe second call Gwynnie Bee received was on September **, Complainant requested to speak to a manager regarding her refundA customer service representative reiterated that refunds are not available days after the billing period, particularly as Complainant still had two (2) Gwynnie Bee rental garments at homeOn September **, 2015, Complainant wrote in an email conveying the same information from her previous callsOn the same day, Complainant called and spoke to another customer service representativeLater 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 BeeOur 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 consistencyComplainant claims she called several times before August *, Unfortunately, there are no records of any contact before the phone call on September ***, Our manager was not implying that Complainant was a “liar” regarding call records before September ***; 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 recordsWe 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 days of cancellation, or they will be charged for its valueWe did not receive Complainant’s outstanding garments until September ***, 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 ***, The $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.comTherefore, we would refund the amount pro-rated from the day we received the remaining garments on 9/ [redacted] to the end of her subscription month 10/ [redacted] (days pro-rated refund of $38.58)We have handled this case with good faith throughout (for example, although Complainant retained two garments 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
Complainant S [redacted] cancelled her account on June ***, 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 *** 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 requestAs a courtesy, CS also processed a refund for the first paid month's chargeToday a CS Manager reached out to the Complainant and left a voicemail fully explaining our Terms of Service and confirming her refundAs 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
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 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 $ as a courtesy instead of prorating it down to $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 assetIt doesn’t make any difference whetherthe product is cars or cosmeticsA company is only as good as the people itkeeps.”Retrieved June *, 2008, from [redacted] Sincerely, [redacted]
Complainant C [redacted] first signed up for the service on 1014, and cancelled days later on She rejoined on 215, 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 ***, she wrote to customer service the following: [redacted] *** [redacted] *** [redacted] [redacted] [redacted] *** [redacted] ** [redacted] " Another email Complainant sent the same day said the following: [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 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 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 exhaustedWe 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 RB [redacted] Gwynnie Bee, Inc
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
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 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 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
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 reasonsFirst 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 $to $(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 $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]
Complainant joined the Gwynnie Bee service using the one-month free trial on August *, On August ***, 2015, three garments were shipped to ComplainantOn September ***, Complainant was billed for the first paid month of September, for $The first contact that Gwynnie Bee received from Complainant was a call days later, on September ***, 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 jobThe customer service representative informed Complainant that our policy does not allow for refunds upon request days after the billing dateThe second call Gwynnie Bee received was on September **, Complainant requested to speak to a manager regarding her refundA customer service representative reiterated that refunds are not available days after the billing period, particularly as Complainant still had two (2) Gwynnie Bee rental garments at homeOn September **, 2015, Complainant wrote in an email conveying the same information from her previous callsOn the same day, Complainant called and spoke to another customer service representativeLater 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 BeeOur 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 consistencyComplainant claims she called several times before August *, Unfortunately, there are no records of any contact before the phone call on September ***, Our manager was not implying that Complainant was a “liar” regarding call records before September ***; 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 recordsWe 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 days of cancellation, or they will be charged for its valueWe did not receive Complainant’s outstanding garments until September ***, 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 ***, The $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.comTherefore, we would refund the amount pro-rated from the day we received the remaining garments on 9/ [redacted] to the end of her subscription month 10/ [redacted] (days pro-rated refund of $38.58)We have handled this case with good faith throughout (for example, although Complainant retained two garments 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
Complainant S [redacted] cancelled her account on June ***, 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 *** 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 requestAs a courtesy, CS also processed a refund for the first paid month's chargeToday a CS Manager reached out to the Complainant and left a voicemail fully explaining our Terms of Service and confirming her refundAs 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
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 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 $ as a courtesy instead of prorating it down to $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 assetIt doesn’t make any difference whetherthe product is cars or cosmeticsA company is only as good as the people itkeeps.”Retrieved June *, 2008, from [redacted] Sincerely, [redacted]
Complainant C [redacted] first signed up for the service on 1014, and cancelled days later on She rejoined on 215, 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 ***, she wrote to customer service the following: [redacted] *** [redacted] *** [redacted] [redacted] [redacted] *** [redacted] ** [redacted] " Another email Complainant sent the same day said the following: [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 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 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 exhaustedWe 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 RB [redacted] Gwynnie Bee, Inc
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
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 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 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