Complaint: [redacted] I am rejecting this explanationBecause it is deceptive to begin with.I am not willing to pay the 7.95Original shipping and not the (twice) for what they Call a PREPAID labelConsumers see this as meaning just that; it isPrepaid..we dont have to pay for THEIR LABEL [redacted] has nothingTo do with this and they referred me to directly discuss with Venus.I would like the Company to remove the chargesThey expect customers to pay for returning substandard productI wont pay for this Regards, [redacted]
June 2, We appreciate the opportunity to respond to Ms***’s concernMs [redacted] stated that she returned several items to us from three ordersThe items returned were halter dresses, detailed crochet top, and crochet lace dressMs [redacted] communicated that the purchase date was March 5th and that the problem occurred on March 9thShe stated that she contacted us on March 19th and then again on June 1st because we hadn’t yet processed the refunds to her credit cardMs [redacted] is also concerned that our customer service reps were unable to track the packages by the tracking numbers she providedLet me first apologize that our customer service agents were unable to locate the packages by tracking them via [redacted] or ***Tracking information is available and the shipment progress should have been visible and status should have been communicatedThe dates Ms [redacted] provided in her complaint must have been inadvertently typed incorrectlyThe three orders Ms [redacted] is referring to are shown belowOrder# [redacted] , order date: 5/2/15, shipped on 5/4/and delivered on 5/7/Order# [redacted] , order date: 5/2/15, shipped on 5/and delivered on 5/8/Order# [redacted] , order date: 5/8/15, shipped on 5/11/and delivered on 5/13/When I reviewed the account yesterday, the returns hadn’t yet been processedIt can take about weeks for shipping and processing the items back inI refunded the purchase prices for the items Ms [redacted] returned to us yesterdayI processed the refunds back to the original method of payment, which was Ms***’s [redacted] cardWe received two the items ( [redacted] Halter Dresses) after I refunded the credit card yesterdayNo additional credit was due since the refunds had already been issuedWe processed the following refunds: [redacted] – Printed Halter Maxi Dress ($x 2= $78.00) [redacted] – Crochet Detail Top ($29.00) [redacted] – Crochet Lace up Dress ($59.00) Total refund issued was $166.00, which should post to Ms***’s [redacted] account within – business daysBased on the information provided, we show that Ms [redacted] kept one item from her orders, which is item# [redacted] -Taupe for $
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.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt is most unfortunate that without your intervention this company had refused to do what was rightThank-you
Regards,
*** ***
June 2, Thank you for giving me the opportunity to respond to Ms***’s concernWe strive to resolve all concerns quickly and to everyone’s satisfactionWe are so sorry that Ms*** has received catalogs after contacting us multiple times to request to be removed from our catalog
mailing listI located Ms***’s record with us and found that her mailing list status had not been changed to show that she does not want to receive our catalogsI found that Ms*** placed a couple of orders with us between March and April of 2014, but hasn’t placed orders sinceI removed Ms*** from our mailing list todayI also asked our *** *** to permanently suppress her name/address from future mailings per Ms***’s requestOur catalog mailing lists are pulled months prior to the mailing dates, so there is a possibility that she may receive one or two additional catalogs before they cease completelyWe apologize for any inconvenience and hope that this resolves Ms***’s concerns to her satisfaction
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. I thank Venus for not taking this situation lightly and I appreciate their gesture for reconciliation.
Regards,
[redacted]
May 22, 2015 Thanks for allowing us to respond to Ms. [redacted]’s concerns. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] voiced her concern about our free shipping promotions and about our failure to respond to her within 24 hours of e-mailing...
us. Ms. [redacted] was concerned about the $12.95 & $9.95 shipping fees deducted from her refunds after she returned items to us. Please allow me to first apologize for the delayed response to Ms. [redacted]’s e-mail. We strive to respond to all e-mails within 24 hours, but have recently fallen behind. We have taken steps to resolve the problem and apologize for the delay. We responded to Ms. [redacted]’s e-mail on May 21st at 11:29AM. The charges Ms. [redacted] is referencing are from two separate orders. Both original orders qualified for free standard shipping. The merchandise Ms. [redacted] returned brought the order totals for the merchandise she kept below the qualifying free shipping amount, which is why the shipping fees were subtracted from the refunds. We have since responded to Ms. [redacted] via e-mail and also refunded both, the $12.95 from order# [redacted] and the $9.95 from order# [redacted], to her [redacted]. We value Ms. [redacted]’s business, appreciate the feedback, and hope this resolution is satisfactory.
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. I just hate that it had to come to contacting the Revdex.com to get my money back.
Regards,
[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.
Regards,
[redacted]
Thank you for allowing us the opportunity to respond to Ms. [redacted]'s concerns and try our best to arrive at a mutually acceptable resolution for everyone. It appears that as Ms. [redacted] indicated, there were two orders placed on 5/23/2017 via our website. The credit card approval was denied...
on the first order and when that happens it places the order in a pending status within our system until we re-authorize the credit card. Ms. [redacted] placed another order, therefore this is why there were two orders appearing in her order history. Both orders were canceled and do not appear to have been charged to her credit card. I checked with our credit card processor and they do not show a charge for $57.93. I am not certain where [redacted] is showing a charge for that amount, however I have refunded $57.93 back to the credit card. We apologize for the trouble with the order prior to the one in question where she did not receive one of the items in her order. Mistakes do happen and although we attempted to make the situation right by shipping out the missing piece, it should have been expedited to her. Again, we apologize for the inconvenience, however I can sincerely assure her that it would never be our intent to not ship items that she has paid for. I hope that we can continue to be a source for her fashion needs in the future. Sincerely,[redacted] Venus [redacted]
December 13, 2017 We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] communicated that we somehow sent her a duplicate order. She contacted us via phone call and explained that this must have...
been an error and attempted to cancel the duplicate order. Instead of correcting the error, we sent her a duplicate backorder the following week. Ms. [redacted] also stated that one of our [redacted] disconnected her call and did not resolve her concern about expenses associated with the duplicate order. The [redacted] instead offered a $10.00 Venus gift card. We apologize for the problems with Ms. [redacted]’s recent order. We reviewed the orders Ms. [redacted] referenced in her complaint. With the exception of two items the orders are exact duplicates. We verified that two orders came through online about 20 minutes apart. The first one at 3:24pm and the second at 3:43pm. The orders queued up briefly in our system and came through to our order processing system at the same time. The duplicate order should have been cancelled when Ms. [redacted] first contacted us. We are so sorry that this didn’t take place. We processed a refund of $58.59 on 12/8 when we processed the return for order# [redacted]. We also issued an additional refund of $48.00 for the duplicate backorder ([redacted]) on December 8th, 2017. The total refund was $106.59. We are also very sorry about the service problems Ms. [redacted] detailed in her complaint. We have looked into her concern and have taken steps to ensure this won’t recur. We have attempted to reach Ms. [redacted] to personally to apologize and follow up. In addition to refunding the purchase price in full, we have sent her a $50.00 Venus gift card and hopes she accepts this along with our sincere apology. We value Ms. [redacted]’s business and hope this resolution is satisfactory.
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.
Regards,
[redacted]
January 20, 2017 Thank you for giving us the opportunity to respond to Ms. [redacted]’s concerns. It is our goal to resolve all customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] communicated that she placed an order with us in December, which was scheduled to arrive between Christmas...
and New Year’s. She followed up with us on January 4th at which time our representative communicated that two of the three packages were at her local [redacted] and that the third package would arrive the following day. Ms. [redacted] attempted to pick up her packages on January 5th, but was told that they had been returned to us because the delivery address was incomplete. After contacting us again, we assured her that we would send the items via overnight service and that she would receive them on Friday, 1/13. Ms. [redacted] reached out to us a couple more times requesting a full refund. The service representatives communicated that we could not issue a refund until we receive the merchandise. We are so sorry about Ms. [redacted]’s experience and do appreciate the feedback. We are looking into all of her concerns and would like to assure her that we are conducting a thorough investigation into the customer service failures she has shared with us. The street numbers and apartment numbers were missing from the shipping address, which is why the [redacted] was unable to deliver Ms. [redacted]’s packages. We are so sorry that this wasn’t resolved when she first contacted us. We have issued a full refund of $205.00 to Ms. [redacted]’s [redacted] Card ending in [redacted]. We processed the refunds on January 18, 2017. Depending upon the banking institution it could take 2 – 3 business days from 1/18 before the credits post to her [redacted] Card account. We offer our sincere apology for Ms. [redacted]’s experience with our company. We have also issued a $50.00 complimentary Venus gift card Ms. [redacted] can use for a future order. We value Ms. [redacted]’s business and hope she will give us another chance. We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.
June 2, 2015 We appreciate the opportunity to respond to Ms. [redacted]’s concern. Ms. [redacted] stated that she returned several items to us from three orders. The items returned were 2 halter dresses, 1 detailed crochet top, and 1 crochet lace dress. Ms. [redacted] communicated that the purchase date was March...
5th and that the problem occurred on March 9th. She stated that she contacted us on March 19th and then again on June 1st because we hadn’t yet processed the refunds to her credit card. Ms. [redacted] is also concerned that our customer service reps were unable to track the packages by the tracking numbers she provided. Let me first apologize that our customer service agents were unable to locate the packages by tracking them via [redacted] or [redacted]. Tracking information is available and the shipment progress should have been visible and status should have been communicated. The dates Ms. [redacted] provided in her complaint must have been inadvertently typed incorrectly. The three orders Ms. [redacted] is referring to are shown below. Order# [redacted], order date: 5/2/15, shipped on 5/4/15 and delivered on 5/7/15 Order# [redacted], order date: 5/2/15, shipped on 5/4 and delivered on 5/8/15 Order# [redacted], order date: 5/8/15, shipped on 5/11/15 and delivered on 5/13/15 When I reviewed the account yesterday, the returns hadn’t yet been processed. It can take about 2 weeks for shipping and processing the items back in. I refunded the purchase prices for the items Ms. [redacted] returned to us yesterday. I processed the refunds back to the original method of payment, which was Ms. [redacted]’s [redacted] card. We received two the items ([redacted] Halter Dresses) after I refunded the credit card yesterday. No additional credit was due since the refunds had already been issued. We processed the following refunds:[redacted] – Printed Halter Maxi Dress ($39.00 x 2= $78.00) [redacted] – Crochet Detail Top ($29.00) [redacted] – Crochet Lace up Dress ($59.00) Total refund issued was $166.00, which should post to Ms. [redacted]’s [redacted] account within 2 – 3 business days. Based on the information provided, we show that Ms. [redacted] kept one item from her orders, which is item# [redacted]-Taupe for $36.00.
February 21, 2017 Thank you for giving us the opportunity to respond to Mr. [redacted]’s concerns. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Mr. [redacted] communicated that one of our customer service representatives cancelled the backorder for his [redacted]’s...
sweater on 1/13/17 and replaced it with a new order stating backorders are serviced after new orders. Because the item had since gone on sale, she also issued a $6.00 refund check. The refund check was voided after we mailed it and without notifying Mr. [redacted]. He has since contacted us several times trying to recover the $19.00 in bank fees and has also attempted to fax the document showing the $19.00 bank fee. Unfortunately, the problem was not resolved. Please accept our sincere apologies for all the problems with Mr. [redacted]’s recent order. It appears that Mr. [redacted] received some inaccurate information about backorders. We are also very sorry about the other service challenges Mr. [redacted] referenced. We reviewed his customer account and verified that we mailed the refund check out in error, but as Mr. [redacted] stated, we should not have voided the check without contacting him. We replaced the refund check with a Venus credit slip on 1/27. The credit slip has since been applied to an order. We issued a refund check for the $19.00 in bank fees today, which Mr. [redacted] should receive within 7 business days. We do understand how disappointing Mr. [redacted]’s recent experience must have been. It’s certainly not the standard of service we strive to provide. In addition to refunding the bank fee, we have also issued a $25.00 complimentary Venus gift card Mr. [redacted] can use towards a future purchase from us. Thanks again for allowing us to respond to Mr. [redacted]’s concerns. We value Mr. [redacted]’s business and hope this resolution is satisfactory.
January 17, 2017Thank you for giving us the opportunity to respond to Ms. [redacted]’s concern. It is our goal to resolve all concerns quickly and to everyone’s satisfaction.Ms. [redacted] communicated that she returned an item because it didn’t fit and that we would not issue a refund check. Upon...
reviewing the return notes, it appears that the labels had been cut off when we processed the return. That’s why we initially processed the refund in form of a Venus credit slip instead of processing a refund to the original method of payment, which was Ms. [redacted]’s [redacted] Card ending in [redacted]. Our returns policy states that we will exchange items or issue a refund for merchandise returned to us in new and unused condition as long as items are returned to us within 90 days. Because the tags had been cut off, the item was not in new and unused condition. We do understand how disappointed Ms. [redacted] was when she did not receive a monetary refund and do apologize for the inconvenience. We have since voided the credit slip and issued a refund of $34.00 to Ms. [redacted]’s [redacted] Card ending in [redacted]. The refund should post to Ms. [redacted]’s credit card account within 2 – 3 business days from 1/13/17.We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.
I am rejecting this response because: I know that I also sent back the brown leggings, and they should of gotten them too. There was also a grey draped surplice top that I sentback and again they should of gotten it too. I called about a lace inset top that I got which was damaged. I told the guy on the phone that I wanted another sweater in it's placeand he said that I can not do that. I returned that shirt too. I think that someone in shipping dropped the ball on my returns and either never added them into the system orjust misplaced them. I have been working with this company for a long time, and I have never waited this long on returns.
Regards,
[redacted]
March 8, 2016
Thank you for giving us the opportunity to respond to Ms. [redacted]’ concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. We truly appreciate the feedback when we fail to do so.
Ms. [redacted] communicated that she received only...
1 of the 10 pants she ordered from us. She also shared that our representatives were very rude when she contacted us to request a refund for the other 9 pants. Ms. [redacted] further communicated that no one from our company ever checks the packages before we send them out and that we only verify the weight of packages.
We are so sorry that Ms. [redacted] did not receive all items she ordered. Our order fulfillment process includes several quality control check points, including verification by an employee before packages are sealed, weighed, and shipped out. According to our shipping records, the package weighed 12 pounds when it left our warehouse. The accuracy of the size of the order by weight has also been verified by the carrier, which was [redacted].
We certainly understand Ms. [redacted]’ dissatisfaction with the initial contact and for not receiving an immediate refund for the items she did not receive. We are unsure what happened between date/time the order left our warehouse and when it was delivered to her on March 1st.
We issued a full refund for the 9 pants Ms. [redacted] didn’t receive to the original method of payment, which was her [redacted] ending in [redacted]. Ms. [redacted] should be able to see the refund on her [redacted] account within 2 – 3 business days from today.
We apologize for the inconvenience and hope that this resolves Ms. [redacted]’ concern to her satisfaction.
February 9, 2016
Thank you for giving us the opportunity to respond to Ms. [redacted]’s complaint. We strive to resolve customer concerns quickly and to the satisfaction of our customers. We truly appreciate the feedback when we fail to do so.
Ms. [redacted] expressed concerns about how our free shipping...
promotions are advertised and also how merchandise returns affect refunds when the return drops the order total below the qualifying amount for free standard shipping. Ms. [redacted] recommended that we change our guidelines to assess no more than a prorated amount. Ms. [redacted] also communicated her concern about the $6.95 prepaid return label fee.
Upon reviewing Ms. [redacted]’s order history, we found that she recently returned two items from the order she placed with us on December 27, 2015. The total order amount was $133.00, which qualified the order for free standard shipping. Ms. [redacted] returned two items for a total value of $44.00. Unfortunately, the return dropped the total order amount below the qualifying free shipping threshold.
The promotional guidelines are currently disclosed on the order form located in the center of each catalog and also on our website under free shipping details. The verbiage states that “if you return items that reduce the sale total to below $100, you will be charged for ground shipping.” The charge is assessed on the order total customers keep or the minimum shipping fee if all items are returned.
We are so sorry about the confusion and dissatisfaction this has caused. It appears that Ms. [redacted] contacted us on February 4, 2016 at which time we refunded the $12.95 shipping charge previously deducted from her refund. We did not deduct the $6.95 charge for our prepaid return label because Ms. [redacted] communicated the items were defective.
We are continuously reviewing promotional guidelines and truly appreciate Ms. [redacted]’s feedback. We value any feedback our customers provide us with and will include Ms. [redacted]’s concerns when we review our guidelines for free shipping promotions.
We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concerns to her satisfaction.
September 14, 2016 We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Ms. [redacted] communicated that she requested to be removed from our catalog mailing list because she had a negative...
experience with one of our customer service representatives. Ms. [redacted] states she continued to receive catalogs after contacting us twice via phone and after sending us two e-mails. Please allow me to first apologize for the negative customer service experience Ms. [redacted] referenced. We reviewed her account and noticed that we deducted $12.95 for shipping from her most recent return. The shipping fee was assessed because a returned item dropped the order total below the qualifying free shipping amount. We do understand how upsetting this can be and appreciate our customers’ feedback. We have issued a refund of $12.95 for the promotional shipping deduction back to Ms. [redacted]’s credit card ending in [redacted]. The refund should post back to her credit card account within 2 – 3 business days from today. We would also like to thank Ms. [redacted] for noting the name of the representative in her complaint and want to assure her that we will address her concern. We are so sorry that Ms. [redacted] received catalogs after contacting us multiple times to request to be removed from our catalog mailing list. We verified that Ms. [redacted]’s request was processed in June. Because our catalog mailing lists are pulled months prior to the mailing dates, there is a possibility that customers receive 2 -3 more catalogs after the initial request to be removed from our mailing list. We have also contacted our Circulation Department to ensure that her information is permanently suppressed. We apologize for any inconvenience and hope this resolution is satisfactory.
Complaint: [redacted] I am rejecting this explanationBecause it is deceptive to begin with.I am not willing to pay the 7.95Original shipping and not the (twice) for what they Call a PREPAID labelConsumers see this as meaning just that; it isPrepaid..we dont have to pay for THEIR LABEL [redacted] has nothingTo do with this and they referred me to directly discuss with Venus.I would like the Company to remove the chargesThey expect customers to pay for returning substandard productI wont pay for this Regards, [redacted]
June 2, We appreciate the opportunity to respond to Ms***’s concernMs [redacted] stated that she returned several items to us from three ordersThe items returned were halter dresses, detailed crochet top, and crochet lace dressMs [redacted] communicated that the purchase date was March 5th and that the problem occurred on March 9thShe stated that she contacted us on March 19th and then again on June 1st because we hadn’t yet processed the refunds to her credit cardMs [redacted] is also concerned that our customer service reps were unable to track the packages by the tracking numbers she providedLet me first apologize that our customer service agents were unable to locate the packages by tracking them via [redacted] or ***Tracking information is available and the shipment progress should have been visible and status should have been communicatedThe dates Ms [redacted] provided in her complaint must have been inadvertently typed incorrectlyThe three orders Ms [redacted] is referring to are shown belowOrder# [redacted] , order date: 5/2/15, shipped on 5/4/and delivered on 5/7/Order# [redacted] , order date: 5/2/15, shipped on 5/and delivered on 5/8/Order# [redacted] , order date: 5/8/15, shipped on 5/11/and delivered on 5/13/When I reviewed the account yesterday, the returns hadn’t yet been processedIt can take about weeks for shipping and processing the items back inI refunded the purchase prices for the items Ms [redacted] returned to us yesterdayI processed the refunds back to the original method of payment, which was Ms***’s [redacted] cardWe received two the items ( [redacted] Halter Dresses) after I refunded the credit card yesterdayNo additional credit was due since the refunds had already been issuedWe processed the following refunds: [redacted] – Printed Halter Maxi Dress ($x 2= $78.00) [redacted] – Crochet Detail Top ($29.00) [redacted] – Crochet Lace up Dress ($59.00) Total refund issued was $166.00, which should post to Ms***’s [redacted] account within – business daysBased on the information provided, we show that Ms [redacted] kept one item from her orders, which is item# [redacted] -Taupe for $
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.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt is most unfortunate that without your intervention this company had refused to do what was rightThank-you
Regards,
*** ***
June 2, Thank you for giving me the opportunity to respond to Ms***’s concernWe strive to resolve all concerns quickly and to everyone’s satisfactionWe are so sorry that Ms*** has received catalogs after contacting us multiple times to request to be removed from our catalog
mailing listI located Ms***’s record with us and found that her mailing list status had not been changed to show that she does not want to receive our catalogsI found that Ms*** placed a couple of orders with us between March and April of 2014, but hasn’t placed orders sinceI removed Ms*** from our mailing list todayI also asked our *** *** to permanently suppress her name/address from future mailings per Ms***’s requestOur catalog mailing lists are pulled months prior to the mailing dates, so there is a possibility that she may receive one or two additional catalogs before they cease completelyWe apologize for any inconvenience and hope that this resolves Ms***’s concerns to her satisfaction
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. I thank Venus for not taking this situation lightly and I appreciate their gesture for reconciliation.
Regards,
[redacted]
May 22, 2015 Thanks for allowing us to respond to Ms. [redacted]’s concerns. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] voiced her concern about our free shipping promotions and about our failure to respond to her within 24 hours of e-mailing...
us. Ms. [redacted] was concerned about the $12.95 & $9.95 shipping fees deducted from her refunds after she returned items to us. Please allow me to first apologize for the delayed response to Ms. [redacted]’s e-mail. We strive to respond to all e-mails within 24 hours, but have recently fallen behind. We have taken steps to resolve the problem and apologize for the delay. We responded to Ms. [redacted]’s e-mail on May 21st at 11:29AM. The charges Ms. [redacted] is referencing are from two separate orders. Both original orders qualified for free standard shipping. The merchandise Ms. [redacted] returned brought the order totals for the merchandise she kept below the qualifying free shipping amount, which is why the shipping fees were subtracted from the refunds. We have since responded to Ms. [redacted] via e-mail and also refunded both, the $12.95 from order# [redacted] and the $9.95 from order# [redacted], to her [redacted]. We value Ms. [redacted]’s business, appreciate the feedback, and hope this resolution is satisfactory.
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. I just hate that it had to come to contacting the Revdex.com to get my money back.
Regards,
[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.
Regards,
[redacted]
Thank you for allowing us the opportunity to respond to Ms. [redacted]'s concerns and try our best to arrive at a mutually acceptable resolution for everyone. It appears that as Ms. [redacted] indicated, there were two orders placed on 5/23/2017 via our website. The credit card approval was denied...
on the first order and when that happens it places the order in a pending status within our system until we re-authorize the credit card. Ms. [redacted] placed another order, therefore this is why there were two orders appearing in her order history. Both orders were canceled and do not appear to have been charged to her credit card. I checked with our credit card processor and they do not show a charge for $57.93. I am not certain where [redacted] is showing a charge for that amount, however I have refunded $57.93 back to the credit card. We apologize for the trouble with the order prior to the one in question where she did not receive one of the items in her order. Mistakes do happen and although we attempted to make the situation right by shipping out the missing piece, it should have been expedited to her. Again, we apologize for the inconvenience, however I can sincerely assure her that it would never be our intent to not ship items that she has paid for. I hope that we can continue to be a source for her fashion needs in the future. Sincerely,[redacted] Venus [redacted]
December 13, 2017 We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] communicated that we somehow sent her a duplicate order. She contacted us via phone call and explained that this must have...
been an error and attempted to cancel the duplicate order. Instead of correcting the error, we sent her a duplicate backorder the following week. Ms. [redacted] also stated that one of our [redacted] disconnected her call and did not resolve her concern about expenses associated with the duplicate order. The [redacted] instead offered a $10.00 Venus gift card. We apologize for the problems with Ms. [redacted]’s recent order. We reviewed the orders Ms. [redacted] referenced in her complaint. With the exception of two items the orders are exact duplicates. We verified that two orders came through online about 20 minutes apart. The first one at 3:24pm and the second at 3:43pm. The orders queued up briefly in our system and came through to our order processing system at the same time. The duplicate order should have been cancelled when Ms. [redacted] first contacted us. We are so sorry that this didn’t take place. We processed a refund of $58.59 on 12/8 when we processed the return for order# [redacted]. We also issued an additional refund of $48.00 for the duplicate backorder ([redacted]) on December 8th, 2017. The total refund was $106.59. We are also very sorry about the service problems Ms. [redacted] detailed in her complaint. We have looked into her concern and have taken steps to ensure this won’t recur. We have attempted to reach Ms. [redacted] to personally to apologize and follow up. In addition to refunding the purchase price in full, we have sent her a $50.00 Venus gift card and hopes she accepts this along with our sincere apology. We value Ms. [redacted]’s business and hope this resolution is satisfactory.
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.
Regards,
[redacted]
January 20, 2017 Thank you for giving us the opportunity to respond to Ms. [redacted]’s concerns. It is our goal to resolve all customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] communicated that she placed an order with us in December, which was scheduled to arrive between Christmas...
and New Year’s. She followed up with us on January 4th at which time our representative communicated that two of the three packages were at her local [redacted] and that the third package would arrive the following day. Ms. [redacted] attempted to pick up her packages on January 5th, but was told that they had been returned to us because the delivery address was incomplete. After contacting us again, we assured her that we would send the items via overnight service and that she would receive them on Friday, 1/13. Ms. [redacted] reached out to us a couple more times requesting a full refund. The service representatives communicated that we could not issue a refund until we receive the merchandise. We are so sorry about Ms. [redacted]’s experience and do appreciate the feedback. We are looking into all of her concerns and would like to assure her that we are conducting a thorough investigation into the customer service failures she has shared with us. The street numbers and apartment numbers were missing from the shipping address, which is why the [redacted] was unable to deliver Ms. [redacted]’s packages. We are so sorry that this wasn’t resolved when she first contacted us. We have issued a full refund of $205.00 to Ms. [redacted]’s [redacted] Card ending in [redacted]. We processed the refunds on January 18, 2017. Depending upon the banking institution it could take 2 – 3 business days from 1/18 before the credits post to her [redacted] Card account. We offer our sincere apology for Ms. [redacted]’s experience with our company. We have also issued a $50.00 complimentary Venus gift card Ms. [redacted] can use for a future order. We value Ms. [redacted]’s business and hope she will give us another chance. We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.
June 2, 2015 We appreciate the opportunity to respond to Ms. [redacted]’s concern. Ms. [redacted] stated that she returned several items to us from three orders. The items returned were 2 halter dresses, 1 detailed crochet top, and 1 crochet lace dress. Ms. [redacted] communicated that the purchase date was March...
5th and that the problem occurred on March 9th. She stated that she contacted us on March 19th and then again on June 1st because we hadn’t yet processed the refunds to her credit card. Ms. [redacted] is also concerned that our customer service reps were unable to track the packages by the tracking numbers she provided. Let me first apologize that our customer service agents were unable to locate the packages by tracking them via [redacted] or [redacted]. Tracking information is available and the shipment progress should have been visible and status should have been communicated. The dates Ms. [redacted] provided in her complaint must have been inadvertently typed incorrectly. The three orders Ms. [redacted] is referring to are shown below. Order# [redacted], order date: 5/2/15, shipped on 5/4/15 and delivered on 5/7/15 Order# [redacted], order date: 5/2/15, shipped on 5/4 and delivered on 5/8/15 Order# [redacted], order date: 5/8/15, shipped on 5/11/15 and delivered on 5/13/15 When I reviewed the account yesterday, the returns hadn’t yet been processed. It can take about 2 weeks for shipping and processing the items back in. I refunded the purchase prices for the items Ms. [redacted] returned to us yesterday. I processed the refunds back to the original method of payment, which was Ms. [redacted]’s [redacted] card. We received two the items ([redacted] Halter Dresses) after I refunded the credit card yesterday. No additional credit was due since the refunds had already been issued. We processed the following refunds:[redacted] – Printed Halter Maxi Dress ($39.00 x 2= $78.00) [redacted] – Crochet Detail Top ($29.00) [redacted] – Crochet Lace up Dress ($59.00) Total refund issued was $166.00, which should post to Ms. [redacted]’s [redacted] account within 2 – 3 business days. Based on the information provided, we show that Ms. [redacted] kept one item from her orders, which is item# [redacted]-Taupe for $36.00.
February 21, 2017 Thank you for giving us the opportunity to respond to Mr. [redacted]’s concerns. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Mr. [redacted] communicated that one of our customer service representatives cancelled the backorder for his [redacted]’s...
sweater on 1/13/17 and replaced it with a new order stating backorders are serviced after new orders. Because the item had since gone on sale, she also issued a $6.00 refund check. The refund check was voided after we mailed it and without notifying Mr. [redacted]. He has since contacted us several times trying to recover the $19.00 in bank fees and has also attempted to fax the document showing the $19.00 bank fee. Unfortunately, the problem was not resolved. Please accept our sincere apologies for all the problems with Mr. [redacted]’s recent order. It appears that Mr. [redacted] received some inaccurate information about backorders. We are also very sorry about the other service challenges Mr. [redacted] referenced. We reviewed his customer account and verified that we mailed the refund check out in error, but as Mr. [redacted] stated, we should not have voided the check without contacting him. We replaced the refund check with a Venus credit slip on 1/27. The credit slip has since been applied to an order. We issued a refund check for the $19.00 in bank fees today, which Mr. [redacted] should receive within 7 business days. We do understand how disappointing Mr. [redacted]’s recent experience must have been. It’s certainly not the standard of service we strive to provide. In addition to refunding the bank fee, we have also issued a $25.00 complimentary Venus gift card Mr. [redacted] can use towards a future purchase from us. Thanks again for allowing us to respond to Mr. [redacted]’s concerns. We value Mr. [redacted]’s business and hope this resolution is satisfactory.
January 17, 2017Thank you for giving us the opportunity to respond to Ms. [redacted]’s concern. It is our goal to resolve all concerns quickly and to everyone’s satisfaction.Ms. [redacted] communicated that she returned an item because it didn’t fit and that we would not issue a refund check. Upon...
reviewing the return notes, it appears that the labels had been cut off when we processed the return. That’s why we initially processed the refund in form of a Venus credit slip instead of processing a refund to the original method of payment, which was Ms. [redacted]’s [redacted] Card ending in [redacted]. Our returns policy states that we will exchange items or issue a refund for merchandise returned to us in new and unused condition as long as items are returned to us within 90 days. Because the tags had been cut off, the item was not in new and unused condition. We do understand how disappointed Ms. [redacted] was when she did not receive a monetary refund and do apologize for the inconvenience. We have since voided the credit slip and issued a refund of $34.00 to Ms. [redacted]’s [redacted] Card ending in [redacted]. The refund should post to Ms. [redacted]’s credit card account within 2 – 3 business days from 1/13/17.We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.
I am rejecting this response because: I know that I also sent back the brown leggings, and they should of gotten them too. There was also a grey draped surplice top that I sentback and again they should of gotten it too. I called about a lace inset top that I got which was damaged. I told the guy on the phone that I wanted another sweater in it's placeand he said that I can not do that. I returned that shirt too. I think that someone in shipping dropped the ball on my returns and either never added them into the system orjust misplaced them. I have been working with this company for a long time, and I have never waited this long on returns.
Regards,
[redacted]
March 8, 2016
Thank you for giving us the opportunity to respond to Ms. [redacted]’ concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. We truly appreciate the feedback when we fail to do so.
Ms. [redacted] communicated that she received only...
1 of the 10 pants she ordered from us. She also shared that our representatives were very rude when she contacted us to request a refund for the other 9 pants. Ms. [redacted] further communicated that no one from our company ever checks the packages before we send them out and that we only verify the weight of packages.
We are so sorry that Ms. [redacted] did not receive all items she ordered. Our order fulfillment process includes several quality control check points, including verification by an employee before packages are sealed, weighed, and shipped out. According to our shipping records, the package weighed 12 pounds when it left our warehouse. The accuracy of the size of the order by weight has also been verified by the carrier, which was [redacted].
We certainly understand Ms. [redacted]’ dissatisfaction with the initial contact and for not receiving an immediate refund for the items she did not receive. We are unsure what happened between date/time the order left our warehouse and when it was delivered to her on March 1st.
We issued a full refund for the 9 pants Ms. [redacted] didn’t receive to the original method of payment, which was her [redacted] ending in [redacted]. Ms. [redacted] should be able to see the refund on her [redacted] account within 2 – 3 business days from today.
We apologize for the inconvenience and hope that this resolves Ms. [redacted]’ concern to her satisfaction.
February 9, 2016
Thank you for giving us the opportunity to respond to Ms. [redacted]’s complaint. We strive to resolve customer concerns quickly and to the satisfaction of our customers. We truly appreciate the feedback when we fail to do so.
Ms. [redacted] expressed concerns about how our free shipping...
promotions are advertised and also how merchandise returns affect refunds when the return drops the order total below the qualifying amount for free standard shipping. Ms. [redacted] recommended that we change our guidelines to assess no more than a prorated amount. Ms. [redacted] also communicated her concern about the $6.95 prepaid return label fee.
Upon reviewing Ms. [redacted]’s order history, we found that she recently returned two items from the order she placed with us on December 27, 2015. The total order amount was $133.00, which qualified the order for free standard shipping. Ms. [redacted] returned two items for a total value of $44.00. Unfortunately, the return dropped the total order amount below the qualifying free shipping threshold.
The promotional guidelines are currently disclosed on the order form located in the center of each catalog and also on our website under free shipping details. The verbiage states that “if you return items that reduce the sale total to below $100, you will be charged for ground shipping.” The charge is assessed on the order total customers keep or the minimum shipping fee if all items are returned.
We are so sorry about the confusion and dissatisfaction this has caused. It appears that Ms. [redacted] contacted us on February 4, 2016 at which time we refunded the $12.95 shipping charge previously deducted from her refund. We did not deduct the $6.95 charge for our prepaid return label because Ms. [redacted] communicated the items were defective.
We are continuously reviewing promotional guidelines and truly appreciate Ms. [redacted]’s feedback. We value any feedback our customers provide us with and will include Ms. [redacted]’s concerns when we review our guidelines for free shipping promotions.
We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concerns to her satisfaction.
September 14, 2016 We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Ms. [redacted] communicated that she requested to be removed from our catalog mailing list because she had a negative...
experience with one of our customer service representatives. Ms. [redacted] states she continued to receive catalogs after contacting us twice via phone and after sending us two e-mails. Please allow me to first apologize for the negative customer service experience Ms. [redacted] referenced. We reviewed her account and noticed that we deducted $12.95 for shipping from her most recent return. The shipping fee was assessed because a returned item dropped the order total below the qualifying free shipping amount. We do understand how upsetting this can be and appreciate our customers’ feedback. We have issued a refund of $12.95 for the promotional shipping deduction back to Ms. [redacted]’s credit card ending in [redacted]. The refund should post back to her credit card account within 2 – 3 business days from today. We would also like to thank Ms. [redacted] for noting the name of the representative in her complaint and want to assure her that we will address her concern. We are so sorry that Ms. [redacted] received catalogs after contacting us multiple times to request to be removed from our catalog mailing list. We verified that Ms. [redacted]’s request was processed in June. Because our catalog mailing lists are pulled months prior to the mailing dates, there is a possibility that customers receive 2 -3 more catalogs after the initial request to be removed from our mailing list. We have also contacted our Circulation Department to ensure that her information is permanently suppressed. We apologize for any inconvenience and hope this resolution is satisfactory.