September 25, 2017 Thanks for allowing us to respond to Ms. [redacted]’s concerns. It is our goal to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] communicated that she received the wrong tankini top multiple times and has not been fully refunded for each item. She also...
expressed her dissatisfaction with our Customer Service Department. We are very sorry about Ms. [redacted]’s recent experience with our company. We itemized all orders and credits below. According to our records, Ms. [redacted] most recently returned the bandeau top from order# [redacted]. As Ms. [redacted] communicated, we used one of the $25 complimentary gift cards as method of payment and charged the balance of $1.99 to her credit card. We issued a full refund of $26.99 ($20.04 on 9/14 & $6.95 on 9/15) to her credit card. The item from order# [redacted] was a free replacement. We restocked the item because there was no charge. The only remaining charge for a bandeau top that has not yet been reimbursed is from order# [redacted]. We processed the order on 8/16 after Ms. [redacted] first contacted us because she received the wrong item. We issued a full refund of $26.99 today and hope she accepts the free swim top and our sincere apology for all the problems with her recent orders. Ms. [redacted] also has a total of $35.00 in complimentary Venus gift cards available to use on future orders. C-[redacted] 09/15/17 0.00 -6.95 0.00 0.00 -6.95 -6.95 (refund for $6.95 return label) C-[redacted] 09/14/17 -26.99 0.00 0.00 6.95 -20.04 -20.04 (refund for order#[redacted]) C-[redacted] 09/13/17 -26.99 0.00 0.00 26.99 0.00 0.00 (restocked item/order[redacted]) [redacted] 08/24/17 26.99 0.00 0.00 -25.00 1.99 1.99 (used 1 x $25 gift card/ paid $1.99. Also sent a $10 Venus gift card) [redacted] 08/23/17 26.99 0.00 0.00 -26.99 0.00 0.00 (new item/ no charge & issued a $25 Venus gift card) [redacted] 08/18/17 0.00 0.00 0.00 0.00 0.00 0.00 (processed free return label & $25 complimentary Venus gift card) C-[redacted] 08/18/17 -29.96 -4.95 0.00 0.00 -34.91 -34.91(refund for order#[redacted]) [redacted] 08/16/17 43.98 0.00 0.00 -4.30 39.68 39.68 (order for [redacted] & [redacted]) [redacted] 08/10/17 29.69 4.95 0.00 0.00 34.64 34.64 (order [redacted]) We can certainly understand how frustrating and disappointing Ms. [redacted]’s recent experience with our company has been. Thanks again for allowing us to work on resolving Ms. [redacted]’s concerns. The credit of $26.99 should post to Ms. [redacted]’s credit card account within 2-3 business days from today. We value Ms. [redacted]’s business and hope this resolution is satisfactory.
Complaint: [redacted]
I am rejecting this response because:I do not accept what Venus has stated. I have had more than the orders mentioned and the orders mentioned were exactly 3 orders and not 2. The order I placed did not have a kit, I ordered 2 separate pieces at 2 different prices. Can they understand English? And the order they are referencing is not the final one which the complaint is about. I do not wish to speak to the company any further as I have done on numerous occasions because they just give me the run around which they are still doing. They should have received the return today to process my full refund. It is evident no one at this company knows what they are doing or talking about. And as you look at other complaints made by numerous people you will see they are constantly not refunding full amounts to people.
Regards,
[redacted]
Thank your for the opportunity to respond to Ms. [redacted]'s concern regarding her recent experience with Venus. It is our goal to provide the best experience possible to all of our customers and feedback such as this is extremely important to us.As Ms. [redacted] indicated she contacted us on...
11/19/17 to cancel the order she had placed the prior day. While the order would not have physically left our distribution center until Monday, the shipping confirmation was sent when the order was processed through our facility and ready for the carrier to pick up. At that point the packages are loaded onto the carrier vehicle awaiting departure on the next business day, therefore it is not possible to pull the package. Unfortunately Ms. [redacted] was not offered another solution and for that I apologize. Although we couldn't retrieve the package at that point we could have offered to issue the refund for $54.00 immediately and once she received the package she could have either refused it or used the return label to drop the package back in the mail to us at no charge to her.I have tracked the package and see that Ms. [redacted] was able to refuse the package yesterday. I have refunded the $54.00 back to her credit card today and have also issued a $25.00 Venus Gift Card in the event that she would like to give Venus another try in the future. Again, I apologize that we failed to provide anything but an outstanding shopping experience and I sincerely hope that she will shop with us again in the future.If I can be of any further assistance I welcome Ms. [redacted] to contact me directly at any of the contact points below. Sincerely,[redacted]
Venus [redacted], Inc.[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]
August 9, 2016 Thanks for submitting Ms. [redacted]’s rejection of our response. We appreciate the opportunity to follow up on her concern. Based on Ms. [redacted]’s rejection statement and the $64.00 she indicated as the disputed amount in her first e-mail to the Revdex.com, it appears that Ms. [redacted] returned the tankini that was on backorder until July 25th. Placing items in a “kit” is internal terminology for holding an item until the other item needed to complete a bathing suit becomes available. This processing guideline does not result in an additional charge. Neither item is charged until the complete suit becomes available. For order# [redacted] shown below, the total amount due for both items is $64.00, which is the total of [redacted] purchased for $22.00 and [redacted] purchased for $42.00. The “[redacted]” denotes that 2 items were shipped together. We understand that it is sometimes confusing, but the “kit” is not an item. We shipped two items on 7/25 for a total amount due of $64.00. Order# [redacted] (backorder) placed on 6/2/16 and shipped on 7/25/16 [redacted] none TWO PART KIT 64.000 [redacted] none HIGH WAIST FULL C 22.000 K [redacted] none FLOWING TANKINI T 42.000 K We processed a refund for the $64.00 today. The refund should post to Ms. [redacted]’s [redacted] Credit Card account within 2 – 3 business days. We understand that Ms. [redacted] closed her account with [redacted], but refunds are issued to the original method of payment, which was her [redacted] Credit Card issued and serviced by [redacted]. We do not have access to Ms. [redacted]’s credit card account. If the refund of $64.00 exceeds any balance due on that account, [redacted] will issue a refund check for the difference or for the full amount, whichever is applicable. The toll free number for Customer Care at [redacted] is [redacted], if Ms. [redacted] has any additional questions about the refund. Thanks again for allowing us to follow up on Ms. [redacted]’s concerns.
July 27, 2016 We appreciate the opportunity to respond to Ms. [redacted]’ concerns. Ms. [redacted] expressed her concern that the checkout page on our website doesn’t show that our prices are in US Dollars. She stated that she believed that our prices are in [redacted] Dollars when we asked for the billing and...
shipping address, including the country, which she verified as [redacted]. She further conveyed her dissatisfaction about receiving an e-mail about duties/taxes that are due upon import of the merchandise. Ms. [redacted] stated that she contacted us on July 19th to cancel the order at which time we communicated that it’s too late to cancel the order. She stated that we have since advised her that she should “return to sender” and that it would take about 8 weeks to credit her card. I would like to first apologize for all the problems Ms. [redacted] encountered. We strive to resolve all customer concerns quickly and to the satisfaction of our customers. Venus Fashion is a U.S. based company. All of our prices are in USD currency. We do ship to other countries, including [redacted]. Since our prices are in USD, the current conversion rates apply for merchandise shipped to a delivery address outside of the U.S. The information that duties/taxes will be due is located online on the page where customers enter their shipping address when we ship to an address outside of the United States. Unfortunately, we were unable to stop the package from leaving our warehouse when Ms. [redacted] contacted us on July 19th. We have since reached out to the shipping company and requested for them to return the package to us. We have also issued a full refund of $100.95 USD, which consists $88.00 USD for the merchandise and $12.95 USD for shipping/handling. We processed the refund on 7/22 and issued the credit back to the original method of payment, which was a [redacted] ending in [redacted]. Depending upon the banking institution, it could take 3 – 5 business days before the funds are posted back the account. We hope this resolution is satisfactory and appreciate the opportunity to respond to Ms. [redacted]’ concern.
November 3, 2016Thanks 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] communicated that she received an error message when she placed her order on 9/4/16. She stated that the message...
showed that the order could not be processed at this time. She then had to look for the items again and submitted her order again minus an item that was no longer available. She received an order confirmation at that time. Based on the transactional messages, Ms. [redacted] believed that only the 2nd transaction was successful and one order was placed. She was surprised when she received both orders about a week later. She contacted us and was given a RA (return authorization number) to ensure that she could return the duplicate order without incurring return shipping fees. Unfortunately, the $6.95 return label fee was subtracted from her refund even though she noted the RA number on the label. Ms. [redacted] then contacted our [redacted] twice, but our employees failed to process a refund for the $6.95 deducted in error. Ms. [redacted] also communicated that each call was disconnected after a lengthy hold time. We are so sorry about Ms. [redacted]’s experience with our company and appreciate her taking the time to provide us with the detailed feedback. Please allow me to first apologize for the initial problem with the website. We are not sure what caused the error message, but want to assure Ms. [redacted] that we are looking into this. Based on the e-mail confirmations, it is certainly a reasonable assumption that only the 2nd transaction went through successfully. When Ms. [redacted] returned the duplicate order, our returns keyer should have recognized the RA number and should have waived the return label fee. We apologize that this didn’t happen and also for the poor experience Ms. [redacted] described when she contacted our [redacted]. We truly appreciate the time Ms. [redacted] took to provide us with the details of all her contacts with our company and want to assure her that we will investigate and address all concerns.We sincerely apologize for all the problems and most importantly for the poor experience Ms. [redacted] had when she spoke with our customer service representatives. We want to assure Ms. [redacted] that we don’t tolerate that type of behavior and appreciate all of the feedback she gave us.We processed a refund for the $6.95 label fee back to the original method of payment, which was Ms. [redacted]’s [redacted] ending in [redacted]. The refund should appear on the account within 2-3 business days from today. We also issued a complimentary $25.00 Venus gift card Ms. [redacted] can use towards a future purchase. The gift card should arrive within 7 business days from today. We value Ms. [redacted]’s business, sincerely thank her for 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.
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 your help in this matter. I truly appreciate it.
June 24, 2016
Thank you for sending us Ms. [redacted]’s feedback regarding her experience with her [redacted] Credit Card account and the Customer Service Department since we processed her application.
Ms. [redacted] communicated that she applied for a [redacted] credit card about 2 months ago, was approved, but...
still has not received her credit card. She described several problems with customer service when she called to verify her information and expressed a concern about the mailing address we have on file. Ms. [redacted] also communicated that she placed several orders with us since she applied for the card, which we mailed to her address, but the credit card has not yet arrived.
Please allow me to first apologize for the problems Ms. [redacted] experienced since she applied for the [redacted] credit card. The credit card has benefits we hope Ms. [redacted] will enjoy. We were able to verify that Ms. [redacted] was approved for the credit card, as she communicated. Unfortunately, we aren’t able to verify any other details, including credit card number and also the mailing address, [redacted] has on file.
All [redacted] credit cards are issued and serviced by [redacted]. I forwarded her concerns to [redacted] and requested that they review the information they have on file and work on a prompt resolution.
Contact Information for [redacted]
Web address: [redacted]
Mailing address: [redacted], [redacted] Customer Care Department: [redacted]
We sincerely apologize and have issued a $50.00 complimentary Venus gift card for the inconvenience Ms. [redacted] has recently experienced. We try our best to provide all customers with exemplary service and value the feedback when we fail to do so. Thanks again for giving us the opportunity to respond to Ms. [redacted]’s concern and hope this resolution is satisfactory.
March 8, 2017 Thank you for giving us the opportunity to follow up on Ms. [redacted]’s concerns. Ms. [redacted] communicated that she placed an order with her $50.00 gift card, but has not received the order. She has also not received responses to e-mails she sent to us. We apologize for the...
situation. We are so sorry about the concern about shipping delays and also for the customer service concern. Upon reviewing Ms. [redacted]’s account and order history, we were unable to locate the order. The gift card was still unused and not attached to an order. We contacted Ms. [redacted] and inquired which item(s) she selected and placed the order for her yesterday. We sent the in-stock item to her via overnight service. Ms. [redacted] should receive it by end of business day today. One of the items ([redacted]) is currently on backorder. Ms. [redacted] asked us to place it on backorder and ship the item when we receive it. We currently expect to receive the item towards the end of April. Thanks again for allowing us to respond to Ms. [redacted]’s concerns. We value Ms. [redacted]’s business and hope this resolution is satisfactory.
February 6, 2018 Thanks for forwarding Mr. [redacted]’s concerns to us. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Mr. [redacted] communicated that he did not receive a bill for the purchase he made from us with his [redacted] Card. He further...
communicated that he has since made a payment, but his credit score dropped because his credit report now shows a late payment. He is requesting for the bank to remove the late payment from his credit report. Mr. [redacted] also expressed his dissatisfaction with the items he received. We are very sorry about the recent experience Mr. [redacted] described. We reviewed his order history with us and found that he contacted us about one item that did not meet his expectations. We refunded the item price of $32.99 via an e-certificate valid towards a future purchase from us. The e-certificate was issued on 12/18/17. We have since cancelled the e-certificate and issued the refund back to the [redacted] Card ending in [redacted]. The refund should appear on his credit card account with [redacted] within 2 – 3 business days from today. Our private label [redacted] Card is issued and serviced by [redacted]. We do not have access to Mr. [redacted]’s credit card account, but have forwarded his concern to [redacted] for review and resolution. Thanks again for allowing us to respond to Mr. [redacted]’s concerns.
Thanks for allowing us to respond to Ms. [redacted]'s additional concerns.
We will look into her concern about what happened with duties/taxes when she returned items to us. We are not sure if there was a miscommunication between the carrier and us or if there are other factors that lead to the problems she experienced. We are deeply sorry about this.
We attempted to attach the document Ms. [redacted] requested for both, the original shipment and for the exchanged items, in our original response. Since the one for the original shipment somehow did not come through, we are resending the document. See attached. We shipped the merchandise on 2/16 and the release date on the Customs document is 2/23.
Thanks again for allowing us to respond to Ms. [redacted]'s concerns. We hope this resolution is satisfactory.
April 4, 2016
Thanks for giving us the opportunity to respond to Ms. [redacted]’s concerns.
Ms. [redacted] stated that she returned several items and that we only gave her a $2.00 refund for a $27.00 return. She further expressed her concern that we cancelled a refund of $19.05 she was supposed to receive...
and that we instead sent her a pair of leggings she did not order. She also stated that we, at one time, sent her a shirt that belonged to a lady in [redacted] and that she was supposed to get a sweater.
Upon reviewing Ms. [redacted]’s recent orders and returns, we found that Ms. [redacted] is referencing returns from two different orders.
Ms. [redacted] ordered a Jeweled Tie Dye Top from us on March 6th, 2016. The total price was $27.00. Ms. [redacted] used a $25.00 complimentary gift card we issued towards payment for the item, which left a $2.00 balance for the item. Ms. [redacted] used her [redacted] ending in [redacted] to pay the $2.00 balance and the shipping/handling fee of $7.95. We initially issued the $2.00 in form of a credit slip, but have since refunded that amount to Ms. [redacted]’s [redacted]. Since she used the $25.00 complimentary gift card we issued for the remaining balance, we are unable to process a refund to Ms. [redacted]’s credit card. Complimentary gift cards are a gift from us. We do not collect payment from customers and can therefore not issue a monetary refund. We issued a credit slip for $25.00, which Ms. [redacted] can use as a method of payment on a future order.
The second order Ms. [redacted] is referencing is an order she placed on March 6th, 2016. The item was a Zipper Detail Sweatshirt for $26.00. Ms. [redacted] did not provide instructions on the return form, but we show that she contacted us requesting an exchange for a pair of leggings. Our Returns Department processed the exchange based on the account notes. We apologize for the inconvenience this has caused. We issued a refund of $5.05 to Ms. [redacted]s’s [redacted] ending in [redacted] on 3/25/16 when we processed the exchange. We issued the remaining balance of $14.00 back to the same [redacted] today for a total refund of $19.05.
Ms. [redacted] can use our pre-paid return label to return the leggings she did not order. Since we issued the remaining refund amount of $14.00 today, there won’t be additional credit due when we receive the item. We will also note her account to waive the $6.95 return label fee when she returns the leggings to us.
We encourage Ms. [redacted] to contact our [redacted] via phone at [redacted] or via chat or e-mail on [redacted] if we have not yet resolved the problem with her receiving another customer’s item.
Thanks again for allowing us to respond to Ms. [redacted]’s concern.
August 5, 2016We 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] expressed a concern about us changing prices and feels that we don’t refund the full purchase price for items she returned....
We are so sorry that Ms. [redacted] feels that we are not refunding full purchase amounts and are inflating prices by grouping items together as a kit. Upon reviewing Ms. [redacted]’s purchase history for 2016, we found a total of two orders. One swimsuit shipped separately because the tankini top was on backorder at the time. Below is the itemized order history. Order# [redacted] placed on 6/2/16 and shipped on 6/3/16[redacted] none HIGH WAIST FULL C 22.000 [redacted] none TIED UP BANDEAU 39.000 [redacted] none OMBRE MODERATE BO 26.000 [redacted] none OMBRE BANDEAU TOP 42.000 Order# [redacted] (backorder) placed on 6/2/16 and shipped on 7/25/16[redacted] none TWO PART KIT 64.000 [redacted] none HIGH WAIST FULL C 22.000 K [redacted] none FLOWING TANKINI T 42.000 K Order# [redacted] placed on 7/7/16 and shipped on 7/7/16[redacted] none LOW RISE MODERATE 21.000 We received a return from Ms. [redacted] on 7/15/16 asking for a merchandise exchange. She returned items [redacted] and [redacted] for a total of $61.00. We were unable to process the exchange and attempted to reach her via phone, but did not hear back from Ms. [redacted]. Since we couldn’t reach Ms. [redacted] to resolve the questions we had in regards to the exchange request, we issued a full refund for both items, which came up to $61.00 on 7/25/16. The backorder Ms. [redacted] is referring to in her complaint came in and shipped on 7/25/16 at which time $64.00 were charged to her [redacted] credit card. We are not sure if Ms. [redacted] has returned the two items from the backorder. We’ll be happy to issue a full refund if she no longer wants the items. We reached out to Ms. [redacted] and left a couple of messages, but have not yet spoken with her. We would also like to assure Ms. [redacted] that we do not use “kits” to inflate prices. As shown above the total for the “two part kit” is $64.00, which includes the bathing suit bottom ($22.00) and the tankini top ($42.00). The reason for using kits when one or both items of 2 piece bathing suit are on backorder is to ensure that our customers don’t receive incomplete suits. We will certainly process the $64.00 refund if Ms. [redacted] no longer wants to keep the items we shipped to her on July 25th. We apologize for any inconvenience and hope that answers Ms. [redacted]’s questions and resolves her concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me due to the collections agency is still sending me a bill, and my credit score has not been changed
Regards,
[redacted]
August 4, 2016 Thank you for giving us the opportunity to respond to Ms. [redacted]’s concerns. We strive to resolve customer concerns quickly and to the satisfaction of our customers. We are so sorry about all the challenges Ms. [redacted] experienced. We value her feedback and are continuously working on...
elevating our overall performance. Ms. [redacted] expressed concerns about product quality along with a $21.00 shipping deduction from a recent return. Another concern was that she was unable to use the $15.00 credit slip she received from us for an order she placed online on August 1st and that our customer service representatives didn’t resolve the problems when she contacted us via chat and then the next morning via phone call. She also needed to remove an item from that order (order# [redacted]) she doesn’t recall ordering. Our customer service representatives were unable to remove the item because the order had already shipped at the time. She was also advised that we could no longer apply the $15.00 credit slip and the $5.00 coupon to that order because it had already shipped. The total disputed amount is $52.00. We are so sorry about Ms. [redacted]’s experience. We contacted Ms. [redacted] directly to apologize and to find out which dress she requested to have removed from her recent order. Upon receiving her reply, we credited $26.00 for item [redacted] and have also mailed a free merchandise return label to her. The $21.95 that appeared to be a shipping deduction from her return consisted of the $6.95 return label fee and a $15.00 credit voucher used on the original order that came in her Venus [redacted] Welcome Kit. We are currently working on programming changes to make this type of transaction more customer friendly and easier to read. Part of the recommended system changes also includes making credit slips redeemable online. The $15.00 credit slip Ms. [redacted] received was a replacement for the $15.00 voucher she received as a welcome gift with her Venus [redacted]. The $5.00 voucher Ms. [redacted] is referring to is a $5.00 reward from [redacted] for earning reward points. In addition to refunding the $26.00 for the dress, we processed a refund for the $15.00 credit slip, the $5.00 Venus [redacted] reward voucher, and for the $6.95 return label fee Ms. [redacted] referenced in her letter. The total of $52.95 was refunded to the original method of payment, which was Ms. [redacted]’s Venus [redacted]. Thanks again for allowing us to respond to Ms. [redacted]’s concerns. 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, 2016
Thanks for allowing us to respond to Ms. [redacted]s concern.
Ms. [redacted] stated that she returned a shirt and placed a note in the bag requesting an exchange for another size. She is requesting a different sweater free of charge with free overnight shipping. The purchase price for the...
original item was $22.00.
The $22.00 purchase price references back to the grey surplice top we issued a full refund for based on the concerns Ms. [redacted] expressed in her complaint id# [redacted]. We have not yet received the package with the item, but issued a full refund in good faith after receiving the complaint id shown above.
We have issued a full refund for all items in question and have also refunded initial shipping/handling as well as return label fees, which are normally not refundable. Unfortunately, we won’t be able to also send out a free sweater. We would be happy to take a new order for the same or a different item, if Ms. [redacted] would like to place a new order.
Thanks again for allowing us to respond to Ms. [redacted]s concern. We value Ms. [redacted]s business and hope this resolution is satisfactory.
January 31, 2017 Thank you for giving us the opportunity to respond to [redacted]’s concerns. 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 placed an order with us on...
December 15th, 2016, but has not yet received the merchandise she ordered. She further communicated that we sent several responses to her via email stating that we are tracking the order, but did not refund the purchase price. We apologize for the delay in issuing her refund and are looking into the customer service concerns Ms. [redacted] referenced. We issued a full refund of $169.00 to Ms. [redacted]’s credit card ending in [redacted] on January 30th, 2017. Depending upon the financial institution, refunds normally post within 2 – 3 business days from the date the refund was issued. We also processed an order for a $50.00 complimentary Venus gift card Ms. [redacted] can use towards a future order with us and offer our sincere apology for her experience with our company. We appreciate the feedback she provided to us and are taking appropriate steps to prevent recurrence of this type of situation. Thanks again for allowing us to respond to Ms. [redacted]’s concerns. We value Ms. [redacted]’s business and hope this resolution is satisfactory. ..
September 25, 2017 Thanks for allowing us to respond to Ms. [redacted]’s concerns. It is our goal to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] communicated that she received the wrong tankini top multiple times and has not been fully refunded for each item. She also...
expressed her dissatisfaction with our Customer Service Department. We are very sorry about Ms. [redacted]’s recent experience with our company. We itemized all orders and credits below. According to our records, Ms. [redacted] most recently returned the bandeau top from order# [redacted]. As Ms. [redacted] communicated, we used one of the $25 complimentary gift cards as method of payment and charged the balance of $1.99 to her credit card. We issued a full refund of $26.99 ($20.04 on 9/14 & $6.95 on 9/15) to her credit card. The item from order# [redacted] was a free replacement. We restocked the item because there was no charge. The only remaining charge for a bandeau top that has not yet been reimbursed is from order# [redacted]. We processed the order on 8/16 after Ms. [redacted] first contacted us because she received the wrong item. We issued a full refund of $26.99 today and hope she accepts the free swim top and our sincere apology for all the problems with her recent orders. Ms. [redacted] also has a total of $35.00 in complimentary Venus gift cards available to use on future orders. C-[redacted] 09/15/17 0.00 -6.95 0.00 0.00 -6.95 -6.95 (refund for $6.95 return label) C-[redacted] 09/14/17 -26.99 0.00 0.00 6.95 -20.04 -20.04 (refund for order#[redacted]) C-[redacted] 09/13/17 -26.99 0.00 0.00 26.99 0.00 0.00 (restocked item/order[redacted]) [redacted] 08/24/17 26.99 0.00 0.00 -25.00 1.99 1.99 (used 1 x $25 gift card/ paid $1.99. Also sent a $10 Venus gift card) [redacted] 08/23/17 26.99 0.00 0.00 -26.99 0.00 0.00 (new item/ no charge & issued a $25 Venus gift card) [redacted] 08/18/17 0.00 0.00 0.00 0.00 0.00 0.00 (processed free return label & $25 complimentary Venus gift card) C-[redacted] 08/18/17 -29.96 -4.95 0.00 0.00 -34.91 -34.91(refund for order#[redacted]) [redacted] 08/16/17 43.98 0.00 0.00 -4.30 39.68 39.68 (order for [redacted] & [redacted]) [redacted] 08/10/17 29.69 4.95 0.00 0.00 34.64 34.64 (order [redacted]) We can certainly understand how frustrating and disappointing Ms. [redacted]’s recent experience with our company has been. Thanks again for allowing us to work on resolving Ms. [redacted]’s concerns. The credit of $26.99 should post to Ms. [redacted]’s credit card account within 2-3 business days from today. We value Ms. [redacted]’s business and hope this resolution is satisfactory.
Complaint: [redacted]
I am rejecting this response because:I do not accept what Venus has stated. I have had more than the orders mentioned and the orders mentioned were exactly 3 orders and not 2. The order I placed did not have a kit, I ordered 2 separate pieces at 2 different prices. Can they understand English? And the order they are referencing is not the final one which the complaint is about. I do not wish to speak to the company any further as I have done on numerous occasions because they just give me the run around which they are still doing. They should have received the return today to process my full refund. It is evident no one at this company knows what they are doing or talking about. And as you look at other complaints made by numerous people you will see they are constantly not refunding full amounts to people.
Regards,
[redacted]
Thank your for the opportunity to respond to Ms. [redacted]'s concern regarding her recent experience with Venus. It is our goal to provide the best experience possible to all of our customers and feedback such as this is extremely important to us.As Ms. [redacted] indicated she contacted us on...
11/19/17 to cancel the order she had placed the prior day. While the order would not have physically left our distribution center until Monday, the shipping confirmation was sent when the order was processed through our facility and ready for the carrier to pick up. At that point the packages are loaded onto the carrier vehicle awaiting departure on the next business day, therefore it is not possible to pull the package. Unfortunately Ms. [redacted] was not offered another solution and for that I apologize. Although we couldn't retrieve the package at that point we could have offered to issue the refund for $54.00 immediately and once she received the package she could have either refused it or used the return label to drop the package back in the mail to us at no charge to her.I have tracked the package and see that Ms. [redacted] was able to refuse the package yesterday. I have refunded the $54.00 back to her credit card today and have also issued a $25.00 Venus Gift Card in the event that she would like to give Venus another try in the future. Again, I apologize that we failed to provide anything but an outstanding shopping experience and I sincerely hope that she will shop with us again in the future.If I can be of any further assistance I welcome Ms. [redacted] to contact me directly at any of the contact points below. Sincerely,[redacted]
Venus [redacted], Inc.[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]
August 9, 2016 Thanks for submitting Ms. [redacted]’s rejection of our response. We appreciate the opportunity to follow up on her concern. Based on Ms. [redacted]’s rejection statement and the $64.00 she indicated as the disputed amount in her first e-mail to the Revdex.com, it appears that Ms. [redacted] returned the tankini that was on backorder until July 25th. Placing items in a “kit” is internal terminology for holding an item until the other item needed to complete a bathing suit becomes available. This processing guideline does not result in an additional charge. Neither item is charged until the complete suit becomes available. For order# [redacted] shown below, the total amount due for both items is $64.00, which is the total of [redacted] purchased for $22.00 and [redacted] purchased for $42.00. The “[redacted]” denotes that 2 items were shipped together. We understand that it is sometimes confusing, but the “kit” is not an item. We shipped two items on 7/25 for a total amount due of $64.00. Order# [redacted] (backorder) placed on 6/2/16 and shipped on 7/25/16 [redacted] none TWO PART KIT 64.000 [redacted] none HIGH WAIST FULL C 22.000 K [redacted] none FLOWING TANKINI T 42.000 K We processed a refund for the $64.00 today. The refund should post to Ms. [redacted]’s [redacted] Credit Card account within 2 – 3 business days. We understand that Ms. [redacted] closed her account with [redacted], but refunds are issued to the original method of payment, which was her [redacted] Credit Card issued and serviced by [redacted]. We do not have access to Ms. [redacted]’s credit card account. If the refund of $64.00 exceeds any balance due on that account, [redacted] will issue a refund check for the difference or for the full amount, whichever is applicable. The toll free number for Customer Care at [redacted] is [redacted], if Ms. [redacted] has any additional questions about the refund. Thanks again for allowing us to follow up on Ms. [redacted]’s concerns.
July 27, 2016 We appreciate the opportunity to respond to Ms. [redacted]’ concerns. Ms. [redacted] expressed her concern that the checkout page on our website doesn’t show that our prices are in US Dollars. She stated that she believed that our prices are in [redacted] Dollars when we asked for the billing and...
shipping address, including the country, which she verified as [redacted]. She further conveyed her dissatisfaction about receiving an e-mail about duties/taxes that are due upon import of the merchandise. Ms. [redacted] stated that she contacted us on July 19th to cancel the order at which time we communicated that it’s too late to cancel the order. She stated that we have since advised her that she should “return to sender” and that it would take about 8 weeks to credit her card. I would like to first apologize for all the problems Ms. [redacted] encountered. We strive to resolve all customer concerns quickly and to the satisfaction of our customers. Venus Fashion is a U.S. based company. All of our prices are in USD currency. We do ship to other countries, including [redacted]. Since our prices are in USD, the current conversion rates apply for merchandise shipped to a delivery address outside of the U.S. The information that duties/taxes will be due is located online on the page where customers enter their shipping address when we ship to an address outside of the United States. Unfortunately, we were unable to stop the package from leaving our warehouse when Ms. [redacted] contacted us on July 19th. We have since reached out to the shipping company and requested for them to return the package to us. We have also issued a full refund of $100.95 USD, which consists $88.00 USD for the merchandise and $12.95 USD for shipping/handling. We processed the refund on 7/22 and issued the credit back to the original method of payment, which was a [redacted] ending in [redacted]. Depending upon the banking institution, it could take 3 – 5 business days before the funds are posted back the account. We hope this resolution is satisfactory and appreciate the opportunity to respond to Ms. [redacted]’ concern.
November 3, 2016Thanks 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] communicated that she received an error message when she placed her order on 9/4/16. She stated that the message...
showed that the order could not be processed at this time. She then had to look for the items again and submitted her order again minus an item that was no longer available. She received an order confirmation at that time. Based on the transactional messages, Ms. [redacted] believed that only the 2nd transaction was successful and one order was placed. She was surprised when she received both orders about a week later. She contacted us and was given a RA (return authorization number) to ensure that she could return the duplicate order without incurring return shipping fees. Unfortunately, the $6.95 return label fee was subtracted from her refund even though she noted the RA number on the label. Ms. [redacted] then contacted our [redacted] twice, but our employees failed to process a refund for the $6.95 deducted in error. Ms. [redacted] also communicated that each call was disconnected after a lengthy hold time. We are so sorry about Ms. [redacted]’s experience with our company and appreciate her taking the time to provide us with the detailed feedback. Please allow me to first apologize for the initial problem with the website. We are not sure what caused the error message, but want to assure Ms. [redacted] that we are looking into this. Based on the e-mail confirmations, it is certainly a reasonable assumption that only the 2nd transaction went through successfully. When Ms. [redacted] returned the duplicate order, our returns keyer should have recognized the RA number and should have waived the return label fee. We apologize that this didn’t happen and also for the poor experience Ms. [redacted] described when she contacted our [redacted]. We truly appreciate the time Ms. [redacted] took to provide us with the details of all her contacts with our company and want to assure her that we will investigate and address all concerns.We sincerely apologize for all the problems and most importantly for the poor experience Ms. [redacted] had when she spoke with our customer service representatives. We want to assure Ms. [redacted] that we don’t tolerate that type of behavior and appreciate all of the feedback she gave us.We processed a refund for the $6.95 label fee back to the original method of payment, which was Ms. [redacted]’s [redacted] ending in [redacted]. The refund should appear on the account within 2-3 business days from today. We also issued a complimentary $25.00 Venus gift card Ms. [redacted] can use towards a future purchase. The gift card should arrive within 7 business days from today. We value Ms. [redacted]’s business, sincerely thank her for 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.
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 your help in this matter. I truly appreciate it.
June 24, 2016
Thank you for sending us Ms. [redacted]’s feedback regarding her experience with her [redacted] Credit Card account and the Customer Service Department since we processed her application.
Ms. [redacted] communicated that she applied for a [redacted] credit card about 2 months ago, was approved, but...
still has not received her credit card. She described several problems with customer service when she called to verify her information and expressed a concern about the mailing address we have on file. Ms. [redacted] also communicated that she placed several orders with us since she applied for the card, which we mailed to her address, but the credit card has not yet arrived.
Please allow me to first apologize for the problems Ms. [redacted] experienced since she applied for the [redacted] credit card. The credit card has benefits we hope Ms. [redacted] will enjoy. We were able to verify that Ms. [redacted] was approved for the credit card, as she communicated. Unfortunately, we aren’t able to verify any other details, including credit card number and also the mailing address, [redacted] has on file.
All [redacted] credit cards are issued and serviced by [redacted]. I forwarded her concerns to [redacted] and requested that they review the information they have on file and work on a prompt resolution.
Contact Information for [redacted]
Web address: [redacted]
Mailing address: [redacted], [redacted] Customer Care Department: [redacted]
We sincerely apologize and have issued a $50.00 complimentary Venus gift card for the inconvenience Ms. [redacted] has recently experienced. We try our best to provide all customers with exemplary service and value the feedback when we fail to do so. Thanks again for giving us the opportunity to respond to Ms. [redacted]’s concern and hope this resolution is satisfactory.
March 8, 2017 Thank you for giving us the opportunity to follow up on Ms. [redacted]’s concerns. Ms. [redacted] communicated that she placed an order with her $50.00 gift card, but has not received the order. She has also not received responses to e-mails she sent to us. We apologize for the...
situation. We are so sorry about the concern about shipping delays and also for the customer service concern. Upon reviewing Ms. [redacted]’s account and order history, we were unable to locate the order. The gift card was still unused and not attached to an order. We contacted Ms. [redacted] and inquired which item(s) she selected and placed the order for her yesterday. We sent the in-stock item to her via overnight service. Ms. [redacted] should receive it by end of business day today. One of the items ([redacted]) is currently on backorder. Ms. [redacted] asked us to place it on backorder and ship the item when we receive it. We currently expect to receive the item towards the end of April. Thanks again for allowing us to respond to Ms. [redacted]’s concerns. We value Ms. [redacted]’s business and hope this resolution is satisfactory.
February 6, 2018 Thanks for forwarding Mr. [redacted]’s concerns to us. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Mr. [redacted] communicated that he did not receive a bill for the purchase he made from us with his [redacted] Card. He further...
communicated that he has since made a payment, but his credit score dropped because his credit report now shows a late payment. He is requesting for the bank to remove the late payment from his credit report. Mr. [redacted] also expressed his dissatisfaction with the items he received. We are very sorry about the recent experience Mr. [redacted] described. We reviewed his order history with us and found that he contacted us about one item that did not meet his expectations. We refunded the item price of $32.99 via an e-certificate valid towards a future purchase from us. The e-certificate was issued on 12/18/17. We have since cancelled the e-certificate and issued the refund back to the [redacted] Card ending in [redacted]. The refund should appear on his credit card account with [redacted] within 2 – 3 business days from today. Our private label [redacted] Card is issued and serviced by [redacted]. We do not have access to Mr. [redacted]’s credit card account, but have forwarded his concern to [redacted] for review and resolution. Thanks again for allowing us to respond to Mr. [redacted]’s concerns.
Thanks for allowing us to respond to Ms. [redacted]'s additional concerns.
We will look into her concern about what happened with duties/taxes when she returned items to us. We are not sure if there was a miscommunication between the carrier and us or if there are other factors that lead to the problems she experienced. We are deeply sorry about this.
We attempted to attach the document Ms. [redacted] requested for both, the original shipment and for the exchanged items, in our original response. Since the one for the original shipment somehow did not come through, we are resending the document. See attached. We shipped the merchandise on 2/16 and the release date on the Customs document is 2/23.
Thanks again for allowing us to respond to Ms. [redacted]'s concerns. We hope this resolution is satisfactory.
April 4, 2016
Thanks for giving us the opportunity to respond to Ms. [redacted]’s concerns.
Ms. [redacted] stated that she returned several items and that we only gave her a $2.00 refund for a $27.00 return. She further expressed her concern that we cancelled a refund of $19.05 she was supposed to receive...
and that we instead sent her a pair of leggings she did not order. She also stated that we, at one time, sent her a shirt that belonged to a lady in [redacted] and that she was supposed to get a sweater.
Upon reviewing Ms. [redacted]’s recent orders and returns, we found that Ms. [redacted] is referencing returns from two different orders.
Ms. [redacted] ordered a Jeweled Tie Dye Top from us on March 6th, 2016. The total price was $27.00. Ms. [redacted] used a $25.00 complimentary gift card we issued towards payment for the item, which left a $2.00 balance for the item. Ms. [redacted] used her [redacted] ending in [redacted] to pay the $2.00 balance and the shipping/handling fee of $7.95. We initially issued the $2.00 in form of a credit slip, but have since refunded that amount to Ms. [redacted]’s [redacted]. Since she used the $25.00 complimentary gift card we issued for the remaining balance, we are unable to process a refund to Ms. [redacted]’s credit card. Complimentary gift cards are a gift from us. We do not collect payment from customers and can therefore not issue a monetary refund. We issued a credit slip for $25.00, which Ms. [redacted] can use as a method of payment on a future order.
The second order Ms. [redacted] is referencing is an order she placed on March 6th, 2016. The item was a Zipper Detail Sweatshirt for $26.00. Ms. [redacted] did not provide instructions on the return form, but we show that she contacted us requesting an exchange for a pair of leggings. Our Returns Department processed the exchange based on the account notes. We apologize for the inconvenience this has caused. We issued a refund of $5.05 to Ms. [redacted]s’s [redacted] ending in [redacted] on 3/25/16 when we processed the exchange. We issued the remaining balance of $14.00 back to the same [redacted] today for a total refund of $19.05.
Ms. [redacted] can use our pre-paid return label to return the leggings she did not order. Since we issued the remaining refund amount of $14.00 today, there won’t be additional credit due when we receive the item. We will also note her account to waive the $6.95 return label fee when she returns the leggings to us.
We encourage Ms. [redacted] to contact our [redacted] via phone at [redacted] or via chat or e-mail on [redacted] if we have not yet resolved the problem with her receiving another customer’s item.
Thanks again for allowing us to respond to Ms. [redacted]’s concern.
August 5, 2016We 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] expressed a concern about us changing prices and feels that we don’t refund the full purchase price for items she returned....
We are so sorry that Ms. [redacted] feels that we are not refunding full purchase amounts and are inflating prices by grouping items together as a kit. Upon reviewing Ms. [redacted]’s purchase history for 2016, we found a total of two orders. One swimsuit shipped separately because the tankini top was on backorder at the time. Below is the itemized order history. Order# [redacted] placed on 6/2/16 and shipped on 6/3/16[redacted] none HIGH WAIST FULL C 22.000 [redacted] none TIED UP BANDEAU 39.000 [redacted] none OMBRE MODERATE BO 26.000 [redacted] none OMBRE BANDEAU TOP 42.000 Order# [redacted] (backorder) placed on 6/2/16 and shipped on 7/25/16[redacted] none TWO PART KIT 64.000 [redacted] none HIGH WAIST FULL C 22.000 K [redacted] none FLOWING TANKINI T 42.000 K Order# [redacted] placed on 7/7/16 and shipped on 7/7/16[redacted] none LOW RISE MODERATE 21.000 We received a return from Ms. [redacted] on 7/15/16 asking for a merchandise exchange. She returned items [redacted] and [redacted] for a total of $61.00. We were unable to process the exchange and attempted to reach her via phone, but did not hear back from Ms. [redacted]. Since we couldn’t reach Ms. [redacted] to resolve the questions we had in regards to the exchange request, we issued a full refund for both items, which came up to $61.00 on 7/25/16. The backorder Ms. [redacted] is referring to in her complaint came in and shipped on 7/25/16 at which time $64.00 were charged to her [redacted] credit card. We are not sure if Ms. [redacted] has returned the two items from the backorder. We’ll be happy to issue a full refund if she no longer wants the items. We reached out to Ms. [redacted] and left a couple of messages, but have not yet spoken with her. We would also like to assure Ms. [redacted] that we do not use “kits” to inflate prices. As shown above the total for the “two part kit” is $64.00, which includes the bathing suit bottom ($22.00) and the tankini top ($42.00). The reason for using kits when one or both items of 2 piece bathing suit are on backorder is to ensure that our customers don’t receive incomplete suits. We will certainly process the $64.00 refund if Ms. [redacted] no longer wants to keep the items we shipped to her on July 25th. We apologize for any inconvenience and hope that answers Ms. [redacted]’s questions and resolves her concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me due to the collections agency is still sending me a bill, and my credit score has not been changed
Regards,
[redacted]
August 4, 2016 Thank you for giving us the opportunity to respond to Ms. [redacted]’s concerns. We strive to resolve customer concerns quickly and to the satisfaction of our customers. We are so sorry about all the challenges Ms. [redacted] experienced. We value her feedback and are continuously working on...
elevating our overall performance. Ms. [redacted] expressed concerns about product quality along with a $21.00 shipping deduction from a recent return. Another concern was that she was unable to use the $15.00 credit slip she received from us for an order she placed online on August 1st and that our customer service representatives didn’t resolve the problems when she contacted us via chat and then the next morning via phone call. She also needed to remove an item from that order (order# [redacted]) she doesn’t recall ordering. Our customer service representatives were unable to remove the item because the order had already shipped at the time. She was also advised that we could no longer apply the $15.00 credit slip and the $5.00 coupon to that order because it had already shipped. The total disputed amount is $52.00. We are so sorry about Ms. [redacted]’s experience. We contacted Ms. [redacted] directly to apologize and to find out which dress she requested to have removed from her recent order. Upon receiving her reply, we credited $26.00 for item [redacted] and have also mailed a free merchandise return label to her. The $21.95 that appeared to be a shipping deduction from her return consisted of the $6.95 return label fee and a $15.00 credit voucher used on the original order that came in her Venus [redacted] Welcome Kit. We are currently working on programming changes to make this type of transaction more customer friendly and easier to read. Part of the recommended system changes also includes making credit slips redeemable online. The $15.00 credit slip Ms. [redacted] received was a replacement for the $15.00 voucher she received as a welcome gift with her Venus [redacted]. The $5.00 voucher Ms. [redacted] is referring to is a $5.00 reward from [redacted] for earning reward points. In addition to refunding the $26.00 for the dress, we processed a refund for the $15.00 credit slip, the $5.00 Venus [redacted] reward voucher, and for the $6.95 return label fee Ms. [redacted] referenced in her letter. The total of $52.95 was refunded to the original method of payment, which was Ms. [redacted]’s Venus [redacted]. Thanks again for allowing us to respond to Ms. [redacted]’s concerns. 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, 2016
Thanks for allowing us to respond to Ms. [redacted]s concern.
Ms. [redacted] stated that she returned a shirt and placed a note in the bag requesting an exchange for another size. She is requesting a different sweater free of charge with free overnight shipping. The purchase price for the...
original item was $22.00.
The $22.00 purchase price references back to the grey surplice top we issued a full refund for based on the concerns Ms. [redacted] expressed in her complaint id# [redacted]. We have not yet received the package with the item, but issued a full refund in good faith after receiving the complaint id shown above.
We have issued a full refund for all items in question and have also refunded initial shipping/handling as well as return label fees, which are normally not refundable. Unfortunately, we won’t be able to also send out a free sweater. We would be happy to take a new order for the same or a different item, if Ms. [redacted] would like to place a new order.
Thanks again for allowing us to respond to Ms. [redacted]s concern. We value Ms. [redacted]s business and hope this resolution is satisfactory.
January 31, 2017 Thank you for giving us the opportunity to respond to [redacted]’s concerns. 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 placed an order with us on...
December 15th, 2016, but has not yet received the merchandise she ordered. She further communicated that we sent several responses to her via email stating that we are tracking the order, but did not refund the purchase price. We apologize for the delay in issuing her refund and are looking into the customer service concerns Ms. [redacted] referenced. We issued a full refund of $169.00 to Ms. [redacted]’s credit card ending in [redacted] on January 30th, 2017. Depending upon the financial institution, refunds normally post within 2 – 3 business days from the date the refund was issued. We also processed an order for a $50.00 complimentary Venus gift card Ms. [redacted] can use towards a future order with us and offer our sincere apology for her experience with our company. We appreciate the feedback she provided to us and are taking appropriate steps to prevent recurrence of this type of situation. Thanks again for allowing us to respond to Ms. [redacted]’s concerns. We value Ms. [redacted]’s business and hope this resolution is satisfactory. ..