Complaint: [redacted]
I am rejecting this response because: They charged me $64.00 for the kit. I ordered two separate pieces: the Tankini at $39.00 and the bottoms at $22.00. $39.00 plus $22.00 DOES NOT EQUAL $64.00. maybe they should go back to school and learn basic mathematics. Again sneaky tactics to cheat their customers out of money. SHAME SHAME !!
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]
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 do appreciate the swift response and resolution of this matter. I have been shopping online with Venus swimwear for about 10 years & this was the first experience like this. I was only looking to recover my loss but the extra gift card along with the apology & ability to see how this all transpired encourages me to continue shopping with them. Thanks again!
Regards,
[redacted]
March 15, 2017 Thank 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 her concern and disappointment about recent order cancellations. She states it happened three...
times recently and she is very upset about our inability to fulfil the orders. She further communicated that the customer service representative she spoke with on March 10th was antagonizing. When she requested to speak with a [redacted], we communicated that the [redacted] couldn’t speak with her. We are so sorry about Ms. [redacted]’s recent experience with us. We do understand that it is very disappointing to look forward to receiving items only to receive cancellation notices later. We work with our vendors to ensure we receive all items and that we receive them in a timely manner. We also try to ensure that we order adequate quantities. There are a number of reasons, including quality concerns and inability of a vendor to fulfil an order, that could result in order cancellations. It is very unfortunate that we were unable to fulfil several orders Ms. [redacted] placed with us. We do appreciate Ms. [redacted]’s feedback and have forwarded the detailed information she provided to us to the appropriate department for further review and research. We would also like to apologize for the customer service experience Ms. [redacted] describes when she contacted us on March 10th. We are looking into this and will be addressing her concerns. We hope Ms. [redacted] accepts our sincere apology and the $75.00 complimentary [redacted] card we mailed as our gift to her. We value Ms. [redacted]’s business and hope this resolution is satisfactory.
January 20, 2016
We appreciate the opportunity to reply to Ms. [redacted]’s response to our initial resolution.
Ms. [redacted] stated that she also included the brown leggings in her return package. She also stated that she returned a grey draped surplice top and a lace inset top.
The refund for the grey surplice top was issued as part of our initial response. The item number is [redacted] from order# [redacted]. We issued a full credit of $22.00 for that item, plus the initial shipping/handling fee of $10.95 to Ms. [redacted]’s [redacted] Card ending in [redacted] on 1/14/16.
We received the lace inset top, which is item# [redacted] on January 15th. The item was from order# [redacted]. The purchase price was $29.00. We issued a refund of $22.05 after deducting the cost for our pre-paid return label. Credit was issued back to the original method of payment, which was Ms. [redacted]’s [redacted] ending in [redacted] We will also issue an additional refund of $6.95 for the pre-paid return label as a customer courtesy today.
Additionally, we refunded the full purchase price of $14.00 for the brown leggings ([redacted]) today, which Ms. [redacted] states she returned as well. The additional credits should appear on Ms. [redacted]’s accounts within 2 – 3 business days.
Thanks again for allowing us to respond to Ms. [redacted]’s concern. 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]
Complaint: [redacted]
I am rejecting this response because: I do not want any of their gift certificates or credit vouchers. This mistake was theirs and it is not the first time that I have had problems with their shipping dept. I want the refund put into my bank account. They always have an excuse instead of fixing the shipping dept. It's time that the word gets out about this company. They show clothes on their site and after you try to order something they say that the item is discontinued. Then it disappears off the site. Why do a false advertising???
Regards,
[redacted]
January 18, 2017 Thank you for giving us the opportunity to respond to Ms. [redacted]’s rejection of our initial complaint resolution. Ms. [redacted] communicated that she no longer has the [redacted] Card and is requesting a refund check. We were able to reverse the credit card transaction and have processed a refund check. Ms. [redacted] should receive the refund check within 7 – 10 business days from today. We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern 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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The company mentions that they incorrectly used the term "late fees" when they should have used the term "interest charges". Again, how does the company know anything about late fees OR interest charges regarding my account if they are unable to access my [redacted] account? They then state that they are refunding me basically out of good will or to help assist with the charges? I should have been refunded regardless whether or not I contacted the Revdex.com once I sent the wrong orders back and/or contacted the business and stated the stated there was producted missing from my orders how why and how is following company policy a measure of "good will" or helping to maintain good customer relations?
Regards,
[redacted]
December 19, 2017 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] expressed a number of concerns regarding her recent orders, including fulfillment errors, availability of...
items, and the color of an item not appearing as pictured. She is requesting refunds for the items and interest charges. We are so sorry that we have not met Ms. [redacted]’s expectations. We can certainly understand why she is upset and disappointed with her recent shopping experience with us. We reviewed Ms. [redacted]’s order history with us. We verified that we processed a full refund for the back-detail snake print top on 10/27 after she contacted us to communicate that the item was not in her package. We are so sorry that we weren’t able to fulfil the backordered item Ms. [redacted] is referring to. We understand how disappointing it must have been to wait for the item only to receive a cancellation notice later. We would like to assure Ms. [redacted] that we do not charge for backordered items until they ship. Since we were unable to fulfil this order, we did not charge her [redacted]. We issued a refund of $17.99 for the blue dress Ms. [redacted] is referring to. The total charge for the dress was $32.99. Ms. [redacted] used a $15.00 Venus gift certificate, which we refunded in form of a Venus e-certificate for a combined refund of $32.99. We also refunded $26.99 for item [redacted] Ms. [redacted] stated she didn’t receive, but instead received an item in size small. In addition to the merchandise refunds, we refunded a total of $43.75 for shipping/handling for recent orders. We will also email a merchandise return label to Ms. [redacted], so she can return items [redacted] and the incorrect top she received. There will be no credit due when we receive the items since credit has already been issued. The Venus [redacted] is issued and serviced by [redacted]. We do not have access to view or adjust [redacted] accounts. Any inquiries regarding interest fees should be directed to [redacted]. We do hope that refunding the shipping/handling fees in addition to items resolves Ms. [redacted]’s concerns. Thanks again for allowing us to work on resolving Ms. [redacted]’s concerns. We value her business and hope she gives us another chance to earn her trust.
February 6, 2017 Thanks for sending us Ms. [redacted]’s complaint and allowing us to respond. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted]s communicated that we advertise a full refund for items returned within 90 days. She feels that...
the $6.95 charge for using our pre-paid return label contradicts the full refund policy that we advertise on our website. We apologize for the confusion. We do issue a full refund of the merchandise price for items returned within 90 days as long as the items are in new and unused condition. While we do not offer free returns, we have a pre-paid return label customers can use to return merchandise to us. We do not require the use of the label, but instead offer it as a convenience to our customers. I copied the verbiage shown below from our website as reference. Each order also includes an easy to use return label for your convenience. There is a charge of $6.95 for the use of this label, which will be deducted from any credit due on your return or, in the event of an exchange, we will charge your credit card $6.95 for the label. The instructions for the use of this label are found on the back of the label. You may return the package via [redacted] or [redacted]; there is no need to go to the post office or [redacted] store. You may give the package to your postman or [redacted] driver or you may drop it in a [redacted] drop box or [redacted] mailbox. Peel off and place the pre-paid return label on the package. If you are using the original shipping bag or box, be sure to place the return label over your name and address on the package and to obliterate any other addresses and barcodes on the outside of the package. We have not yet received Ms. [redacted]’s return. Ms. [redacted]s purchased item [redacted] for $36.00. The purchase price of $43.95 Ms. [redacted]s referenced includes the applicable shipping/handling of $7.95, which is not refundable. We understand that Ms. [redacted]s expected a free shipping on her return and are sending a free merchandise return label along with a shipping bag to Ms. [redacted]s as a customer courtesy. She should receive both within 7 business days from today. We have also processed a refund of $36.00 to Ms. [redacted]’s [redacted] Card ending in [redacted] today. Depending upon the financial institution, refunds normally post within 3 – 5 business dates from the date they are processed. 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]
August 11, 2016 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] stated she ordered a dress for her [redacted]’s graduation in July, which was on backorder at the time the order...
was placed. She said she received several shipping notifications from us. When she did not receive the dress by July 15th, she called us on July 22nd to inquire about the status of the order. Ms. [redacted] communicated that we asked her to contact the credit offices, which she did. The Venus Credit Card is issued and serviced by [redacted]. The representative from the bank advised her that there was nothing wrong with her credit card and transferred her back to a customer service representative at Venus. She then communicated that the representative disconnected the call after she asked to speak with someone else after 10 minutes of his nastiness. We are so sorry about Ms. [redacted]’s experience with our company. Upon reviewing our records, we found that Ms. [redacted] has an order history under her customer account with us. There is also another customer account under [redacted] at the same address. The order for the dress was under [redacted]’s order history. The order went into a “voice authorization” status, which means that [redacted] required additional verification via phone call. Based on the information in our files, we left a message on 7/21 at 1:08pm asking the card holder to contact [redacted]. Since the order was under [redacted]’s account, the message would have been left at the number we have on file for her. We do not have access to Ms. [redacted]’s credit card account, which is why we don’t know why the transaction didn’t approve when we attempted to authorize the card. Ms. [redacted] would have received confirmation e-mails each time we attempted to authorize the credit card. We also apologize that the representative from the bank didn’t recognize that the charge needed to be approved and have forwarded the information to the bank. We sincerely apologize for all the confusion and most importantly for the poor experience Ms. [redacted] had when she spoke with our customer service representative. We appreciate her bringing this to our attention and are addressing the employee issue. 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 shipped the dress to Ms. [redacted] at no charge via next-day air service on Wednesday, 8/10/16. We also issued a complimentary $50.00 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, appreciate the feedback, and hope this resolution is satisfactory.
Thank you for allowing me the opportunity to respond to Ms. [redacted]'s concerns regarding her recent experience with Venus [redacted]. We strive to provide all customers with the best experience possible and feedback such as this is essential in understanding where we have opportunities for...
improvement.As Ms. [redacted] indicated, she inadvertently placed two duplicate orders, received incorrect merchandise and when she realized it she contacted us. We sent the correct merchandise but she has yet to receive credit for the original charge of the duplicate order. After reviewing Ms. [redacted]'s account it appears that a credit was issued for $21.10 on 11/8/17, however for some reason that credit was canceled and should not have been. I apologize for the delay in the credit as well as the multiple contacts that she has had to make to get this issue resolved. I have applied a credit of $21.10 back to her card today and have also issued a $25.00 gift card that will be mailed in the next few days. Ms. [redacted] has been a loyal customer for some time and we appreciate her business and hope that she will utilize the gift card on another purchase. I hope that we have resolved this to her satisfaction and that she will continue shopping with us in the future.If I can be of further assistance I welcome Ms. [redacted] to contact me directly at any of the contact points below.Sincerely,[redacted]Venus [redacted], Inc[redacted]
June 8, 2015
Thanks for giving us the opportunity to respond to Ms. [redacted]’s rejection of our initial response.
Ms. [redacted] rejected the response stating that she feels the shipping/handling fees are deceptive and that she isn’t willing to pay the original shipping fees. She also stated that she is doesn’t agree with the $6.95 return label fees for each return.
The shipping/handling fees are disclosed in the center of our catalogs and also on our website. The $6.95 return label fee is disclosed on the back of the label just above the return instructions. We are very sorry that Ms. [redacted] is so dissatisfied with her experience and we have refunded all shipping fees.
We also contacted [redacted] and asked them if they could remove the finance charge of $2.00, which they did. The finance charge of $2.00 was removed from Ms. [redacted]’s [redacted] account on June 3rd. We keyed the shipping credits of $14.90 per order ($7.95 + $6.95) on June 3rd as well. It usually takes 2 -3 business days before credits post back to [redacted] or bank accounts. We verified that [redacted] received the credits and posted them back to Ms. [redacted]’s [redacted] account on June 5th.
Ms. [redacted] has since closed her Venus [redacted] account and her balance is zero.
August 11, 2016 Thanks for submitting Ms. [redacted]’s rejection to us for review. Ms. [redacted] states that she is rejecting the response because we charged her $64.00 for the kit. She states she ordered two separate pieces. She communicated that she ordered a tankini for $39.00 and the bottom for $22.00, which does not equal $64.00. We attached both prior responses for review. We refunded $61.00 on 7/25/16. That refund was for item [redacted] (bandeau top) she purchased for $39.00 and item [redacted] (black swim bottom) she purchased for $22.00. We processed an additional refund of $64.00 on August 8th, 2016. This is for the “kit” Ms. [redacted] is referencing. We reserved item [redacted] ($22.00) until the matching [redacted] (flowing tankini top for $42.00) became available. We charged a total of $64.00 when we shipped the complete suit to Ms. [redacted] on July 25th, 2016. As previously communicated, we processed the refund on August 8th based on what Ms. [redacted] communicated in her first rejection. We have since received item [redacted] from order# [redacted] shipped to Ms. [redacted] on July 7th, 2016. We processed a refund of $21.00 today. Thanks again for allowing us to follow up on Ms. [redacted]’s concerns.
June 4, 2015
Thanks for giving us the opportunity to respond to Ms. [redacted]’s concerns.
Ms. [redacted] expressed a concern about the original shipping/handling fee along with the fees for our pre-paid return label. She stated that she spoke with us on June 2nd and that she wants the balance of...
$31.80 removed from her Venus [redacted] account. She also stated that she closed her account.
The orders and credits Ms. [redacted] is referring to are shown below.
[redacted]/15 0.00 -14.90 0.00 0.00 -14.90 -14.90 VC (Credit for $7.95 + $6.95 / [redacted])
[redacted] 06/03/15 0.00 -14.90 0.00 0.00 -14.90 -14.90 VC (Credit for 7.95+ $6.95 / [redacted])
[redacted] 05/01/15 -26.00 0.00 0.00 6.95 -19.05 -19.05 VC (Return from order [redacted])
[redacted] 04/23/15 -42.00 0.00 0.00 6.95 -35.05 -35.05 VC (Return from order [redacted])
[redacted] 04/12/15 26.00 7.95 0.00 0.00 33.95 33.95 VC (Order for [redacted])
[redacted] 03/29/15 42.00 7.95 0.00 0.00 49.95 49.95 VC (Order for [redacted])
The shipping & handling charge for order totals between $25.00 - $49.99 is $7.95, which is why the shipping/handling of $7.95 was part of each order. Ms. [redacted] shipped the returns separately using our pre-paid return label. The charge of using our pre-paid return label is $6.95. That’s why $6.95 was deducted from her refund when we processed the returns.
We understand Ms. [redacted] is upset about the shipping charges and about the balance on her Venus [redacted] account. We have since refunded all shipping fees (initial & return) for both orders. Please reference the top two lines above ([redacted] and [redacted])
It appears that there is a misunderstanding about which company Ms. [redacted] contacted. All Venus [redacted]s are issued and serviced by [redacted]. We do not have access to the financial transactions including finance charges, payments posted, and other items associated with [redacted] accounts. We sent an inquiry to [redacted] asking for clarification. We have received a response that they credited $2.00 in finance charges to zero out the account after the two refunds of $14.90 x 2 for a total of $29.80 are posted.
Any additional questions about the [redacted] account should be directed to [redacted]. The Customer Cr for [redacted] is [redacted].
We value Ms. [redacted]’s business and hope this resolution is satisfactory.
Thank you for allowing me the opportunity to respond to the concerns of Ms. [redacted]. We appreciate any and all feedback and strive to resolve any issues to our customers satisfaction.After reviewing Ms. [redacted]'s account, our records indicate that the $4.95 she is referring to was for...
shipping and handling on the order, not sales tax. I have attached a screen shot of her order in our order processing system. Currently we only charge sales tax on orders that ship to addresses in the state of [redacted] which is the only state in which Venus Fashion has a physical presence. Since her order was shipped to an address in [redacted] we are currently not required to collect sales tax, therefore she was not charged. I apologize for any confusion and I have refunded both the initial shipping charge of $4.95 and the return label fee of $6.95 for a total credit to her card of $11.90.If I can be of further assistance, please do not hesitate to contact me directly via phone or email.[redacted]Venus Fashion, Inc.[redacted]
Complaint: [redacted]
I am rejecting this response because: What they did not do was to read the paper inside the bag for the item [redacted] which stated that I wanted an exchange done. So because they did not read the note inside the bag all the sizes were sold out in that shirt. Now I see that the size Large is available at this time, and because of the inconvenience that they have caused me I would like to have the size large shirt sent to me. For all the problems I have had. I liked this store and have passed the name to many friends who have bought from them also. I would like to continue to do business with them, but first we need to fix all the problems that I have been having, and the inconvenience that it has caused me. So because of their neglect to see the note in the bag I would like to have that shirt in a large sent to me before they are all gone again.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: They charged me $64.00 for the kit. I ordered two separate pieces: the Tankini at $39.00 and the bottoms at $22.00. $39.00 plus $22.00 DOES NOT EQUAL $64.00. maybe they should go back to school and learn basic mathematics. Again sneaky tactics to cheat their customers out of money. SHAME SHAME !!
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]
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 do appreciate the swift response and resolution of this matter. I have been shopping online with Venus swimwear for about 10 years & this was the first experience like this. I was only looking to recover my loss but the extra gift card along with the apology & ability to see how this all transpired encourages me to continue shopping with them. Thanks again!
Regards,
[redacted]
March 15, 2017 Thank 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 her concern and disappointment about recent order cancellations. She states it happened three...
times recently and she is very upset about our inability to fulfil the orders. She further communicated that the customer service representative she spoke with on March 10th was antagonizing. When she requested to speak with a [redacted], we communicated that the [redacted] couldn’t speak with her. We are so sorry about Ms. [redacted]’s recent experience with us. We do understand that it is very disappointing to look forward to receiving items only to receive cancellation notices later. We work with our vendors to ensure we receive all items and that we receive them in a timely manner. We also try to ensure that we order adequate quantities. There are a number of reasons, including quality concerns and inability of a vendor to fulfil an order, that could result in order cancellations. It is very unfortunate that we were unable to fulfil several orders Ms. [redacted] placed with us. We do appreciate Ms. [redacted]’s feedback and have forwarded the detailed information she provided to us to the appropriate department for further review and research. We would also like to apologize for the customer service experience Ms. [redacted] describes when she contacted us on March 10th. We are looking into this and will be addressing her concerns. We hope Ms. [redacted] accepts our sincere apology and the $75.00 complimentary [redacted] card we mailed as our gift to her. We value Ms. [redacted]’s business and hope this resolution is satisfactory.
January 20, 2016
We appreciate the opportunity to reply to Ms. [redacted]’s response to our initial resolution.
Ms. [redacted] stated that she also included the brown leggings in her return package. She also stated that she returned a grey draped surplice top and a lace inset top.
The refund for the grey surplice top was issued as part of our initial response. The item number is [redacted] from order# [redacted]. We issued a full credit of $22.00 for that item, plus the initial shipping/handling fee of $10.95 to Ms. [redacted]’s [redacted] Card ending in [redacted] on 1/14/16.
We received the lace inset top, which is item# [redacted] on January 15th. The item was from order# [redacted]. The purchase price was $29.00. We issued a refund of $22.05 after deducting the cost for our pre-paid return label. Credit was issued back to the original method of payment, which was Ms. [redacted]’s [redacted] ending in [redacted] We will also issue an additional refund of $6.95 for the pre-paid return label as a customer courtesy today.
Additionally, we refunded the full purchase price of $14.00 for the brown leggings ([redacted]) today, which Ms. [redacted] states she returned as well. The additional credits should appear on Ms. [redacted]’s accounts within 2 – 3 business days.
Thanks again for allowing us to respond to Ms. [redacted]’s concern. 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]
Complaint: [redacted]
I am rejecting this response because: I do not want any of their gift certificates or credit vouchers. This mistake was theirs and it is not the first time that I have had problems with their shipping dept. I want the refund put into my bank account. They always have an excuse instead of fixing the shipping dept. It's time that the word gets out about this company. They show clothes on their site and after you try to order something they say that the item is discontinued. Then it disappears off the site. Why do a false advertising???
Regards,
[redacted]
January 18, 2017 Thank you for giving us the opportunity to respond to Ms. [redacted]’s rejection of our initial complaint resolution. Ms. [redacted] communicated that she no longer has the [redacted] Card and is requesting a refund check. We were able to reverse the credit card transaction and have processed a refund check. Ms. [redacted] should receive the refund check within 7 – 10 business days from today. We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern 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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The company mentions that they incorrectly used the term "late fees" when they should have used the term "interest charges". Again, how does the company know anything about late fees OR interest charges regarding my account if they are unable to access my [redacted] account? They then state that they are refunding me basically out of good will or to help assist with the charges? I should have been refunded regardless whether or not I contacted the Revdex.com once I sent the wrong orders back and/or contacted the business and stated the stated there was producted missing from my orders how why and how is following company policy a measure of "good will" or helping to maintain good customer relations?
Regards,
[redacted]
December 19, 2017 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] expressed a number of concerns regarding her recent orders, including fulfillment errors, availability of...
items, and the color of an item not appearing as pictured. She is requesting refunds for the items and interest charges. We are so sorry that we have not met Ms. [redacted]’s expectations. We can certainly understand why she is upset and disappointed with her recent shopping experience with us. We reviewed Ms. [redacted]’s order history with us. We verified that we processed a full refund for the back-detail snake print top on 10/27 after she contacted us to communicate that the item was not in her package. We are so sorry that we weren’t able to fulfil the backordered item Ms. [redacted] is referring to. We understand how disappointing it must have been to wait for the item only to receive a cancellation notice later. We would like to assure Ms. [redacted] that we do not charge for backordered items until they ship. Since we were unable to fulfil this order, we did not charge her [redacted]. We issued a refund of $17.99 for the blue dress Ms. [redacted] is referring to. The total charge for the dress was $32.99. Ms. [redacted] used a $15.00 Venus gift certificate, which we refunded in form of a Venus e-certificate for a combined refund of $32.99. We also refunded $26.99 for item [redacted] Ms. [redacted] stated she didn’t receive, but instead received an item in size small. In addition to the merchandise refunds, we refunded a total of $43.75 for shipping/handling for recent orders. We will also email a merchandise return label to Ms. [redacted], so she can return items [redacted] and the incorrect top she received. There will be no credit due when we receive the items since credit has already been issued. The Venus [redacted] is issued and serviced by [redacted]. We do not have access to view or adjust [redacted] accounts. Any inquiries regarding interest fees should be directed to [redacted]. We do hope that refunding the shipping/handling fees in addition to items resolves Ms. [redacted]’s concerns. Thanks again for allowing us to work on resolving Ms. [redacted]’s concerns. We value her business and hope she gives us another chance to earn her trust.
February 6, 2017 Thanks for sending us Ms. [redacted]’s complaint and allowing us to respond. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted]s communicated that we advertise a full refund for items returned within 90 days. She feels that...
the $6.95 charge for using our pre-paid return label contradicts the full refund policy that we advertise on our website. We apologize for the confusion. We do issue a full refund of the merchandise price for items returned within 90 days as long as the items are in new and unused condition. While we do not offer free returns, we have a pre-paid return label customers can use to return merchandise to us. We do not require the use of the label, but instead offer it as a convenience to our customers. I copied the verbiage shown below from our website as reference. Each order also includes an easy to use return label for your convenience. There is a charge of $6.95 for the use of this label, which will be deducted from any credit due on your return or, in the event of an exchange, we will charge your credit card $6.95 for the label. The instructions for the use of this label are found on the back of the label. You may return the package via [redacted] or [redacted]; there is no need to go to the post office or [redacted] store. You may give the package to your postman or [redacted] driver or you may drop it in a [redacted] drop box or [redacted] mailbox. Peel off and place the pre-paid return label on the package. If you are using the original shipping bag or box, be sure to place the return label over your name and address on the package and to obliterate any other addresses and barcodes on the outside of the package. We have not yet received Ms. [redacted]’s return. Ms. [redacted]s purchased item [redacted] for $36.00. The purchase price of $43.95 Ms. [redacted]s referenced includes the applicable shipping/handling of $7.95, which is not refundable. We understand that Ms. [redacted]s expected a free shipping on her return and are sending a free merchandise return label along with a shipping bag to Ms. [redacted]s as a customer courtesy. She should receive both within 7 business days from today. We have also processed a refund of $36.00 to Ms. [redacted]’s [redacted] Card ending in [redacted] today. Depending upon the financial institution, refunds normally post within 3 – 5 business dates from the date they are processed. 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]
August 11, 2016 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] stated she ordered a dress for her [redacted]’s graduation in July, which was on backorder at the time the order...
was placed. She said she received several shipping notifications from us. When she did not receive the dress by July 15th, she called us on July 22nd to inquire about the status of the order. Ms. [redacted] communicated that we asked her to contact the credit offices, which she did. The Venus Credit Card is issued and serviced by [redacted]. The representative from the bank advised her that there was nothing wrong with her credit card and transferred her back to a customer service representative at Venus. She then communicated that the representative disconnected the call after she asked to speak with someone else after 10 minutes of his nastiness. We are so sorry about Ms. [redacted]’s experience with our company. Upon reviewing our records, we found that Ms. [redacted] has an order history under her customer account with us. There is also another customer account under [redacted] at the same address. The order for the dress was under [redacted]’s order history. The order went into a “voice authorization” status, which means that [redacted] required additional verification via phone call. Based on the information in our files, we left a message on 7/21 at 1:08pm asking the card holder to contact [redacted]. Since the order was under [redacted]’s account, the message would have been left at the number we have on file for her. We do not have access to Ms. [redacted]’s credit card account, which is why we don’t know why the transaction didn’t approve when we attempted to authorize the card. Ms. [redacted] would have received confirmation e-mails each time we attempted to authorize the credit card. We also apologize that the representative from the bank didn’t recognize that the charge needed to be approved and have forwarded the information to the bank. We sincerely apologize for all the confusion and most importantly for the poor experience Ms. [redacted] had when she spoke with our customer service representative. We appreciate her bringing this to our attention and are addressing the employee issue. 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 shipped the dress to Ms. [redacted] at no charge via next-day air service on Wednesday, 8/10/16. We also issued a complimentary $50.00 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, appreciate the feedback, and hope this resolution is satisfactory.
Thank you for allowing me the opportunity to respond to Ms. [redacted]'s concerns regarding her recent experience with Venus [redacted]. We strive to provide all customers with the best experience possible and feedback such as this is essential in understanding where we have opportunities for...
improvement.As Ms. [redacted] indicated, she inadvertently placed two duplicate orders, received incorrect merchandise and when she realized it she contacted us. We sent the correct merchandise but she has yet to receive credit for the original charge of the duplicate order. After reviewing Ms. [redacted]'s account it appears that a credit was issued for $21.10 on 11/8/17, however for some reason that credit was canceled and should not have been. I apologize for the delay in the credit as well as the multiple contacts that she has had to make to get this issue resolved. I have applied a credit of $21.10 back to her card today and have also issued a $25.00 gift card that will be mailed in the next few days. Ms. [redacted] has been a loyal customer for some time and we appreciate her business and hope that she will utilize the gift card on another purchase. I hope that we have resolved this to her satisfaction and that she will continue shopping with us in the future.If I can be of further assistance I welcome Ms. [redacted] to contact me directly at any of the contact points below.Sincerely,[redacted]Venus [redacted], Inc[redacted]
June 8, 2015
Thanks for giving us the opportunity to respond to Ms. [redacted]’s rejection of our initial response.
Ms. [redacted] rejected the response stating that she feels the shipping/handling fees are deceptive and that she isn’t willing to pay the original shipping fees. She also stated that she is doesn’t agree with the $6.95 return label fees for each return.
The shipping/handling fees are disclosed in the center of our catalogs and also on our website. The $6.95 return label fee is disclosed on the back of the label just above the return instructions. We are very sorry that Ms. [redacted] is so dissatisfied with her experience and we have refunded all shipping fees.
We also contacted [redacted] and asked them if they could remove the finance charge of $2.00, which they did. The finance charge of $2.00 was removed from Ms. [redacted]’s [redacted] account on June 3rd. We keyed the shipping credits of $14.90 per order ($7.95 + $6.95) on June 3rd as well. It usually takes 2 -3 business days before credits post back to [redacted] or bank accounts. We verified that [redacted] received the credits and posted them back to Ms. [redacted]’s [redacted] account on June 5th.
Ms. [redacted] has since closed her Venus [redacted] account and her balance is zero.
August 11, 2016 Thanks for submitting Ms. [redacted]’s rejection to us for review. Ms. [redacted] states that she is rejecting the response because we charged her $64.00 for the kit. She states she ordered two separate pieces. She communicated that she ordered a tankini for $39.00 and the bottom for $22.00, which does not equal $64.00. We attached both prior responses for review. We refunded $61.00 on 7/25/16. That refund was for item [redacted] (bandeau top) she purchased for $39.00 and item [redacted] (black swim bottom) she purchased for $22.00. We processed an additional refund of $64.00 on August 8th, 2016. This is for the “kit” Ms. [redacted] is referencing. We reserved item [redacted] ($22.00) until the matching [redacted] (flowing tankini top for $42.00) became available. We charged a total of $64.00 when we shipped the complete suit to Ms. [redacted] on July 25th, 2016. As previously communicated, we processed the refund on August 8th based on what Ms. [redacted] communicated in her first rejection. We have since received item [redacted] from order# [redacted] shipped to Ms. [redacted] on July 7th, 2016. We processed a refund of $21.00 today. Thanks again for allowing us to follow up on Ms. [redacted]’s concerns.
June 4, 2015
r for [redacted] is [redacted].
Thanks for giving us the opportunity to respond to Ms. [redacted]’s concerns.
Ms. [redacted] expressed a concern about the original shipping/handling fee along with the fees for our pre-paid return label. She stated that she spoke with us on June 2nd and that she wants the balance of...
$31.80 removed from her Venus [redacted] account. She also stated that she closed her account.
The orders and credits Ms. [redacted] is referring to are shown below.
[redacted]/15 0.00 -14.90 0.00 0.00 -14.90 -14.90 VC (Credit for $7.95 + $6.95 / [redacted])
[redacted] 06/03/15 0.00 -14.90 0.00 0.00 -14.90 -14.90 VC (Credit for 7.95+ $6.95 / [redacted])
[redacted] 05/01/15 -26.00 0.00 0.00 6.95 -19.05 -19.05 VC (Return from order [redacted])
[redacted] 04/23/15 -42.00 0.00 0.00 6.95 -35.05 -35.05 VC (Return from order [redacted])
[redacted] 04/12/15 26.00 7.95 0.00 0.00 33.95 33.95 VC (Order for [redacted])
[redacted] 03/29/15 42.00 7.95 0.00 0.00 49.95 49.95 VC (Order for [redacted])
The shipping & handling charge for order totals between $25.00 - $49.99 is $7.95, which is why the shipping/handling of $7.95 was part of each order. Ms. [redacted] shipped the returns separately using our pre-paid return label. The charge of using our pre-paid return label is $6.95. That’s why $6.95 was deducted from her refund when we processed the returns.
We understand Ms. [redacted] is upset about the shipping charges and about the balance on her Venus [redacted] account. We have since refunded all shipping fees (initial & return) for both orders. Please reference the top two lines above ([redacted] and [redacted])
It appears that there is a misunderstanding about which company Ms. [redacted] contacted. All Venus [redacted]s are issued and serviced by [redacted]. We do not have access to the financial transactions including finance charges, payments posted, and other items associated with [redacted] accounts. We sent an inquiry to [redacted] asking for clarification. We have received a response that they credited $2.00 in finance charges to zero out the account after the two refunds of $14.90 x 2 for a total of $29.80 are posted.
Any additional questions about the [redacted] account should be directed to [redacted]. The Customer C
We value Ms. [redacted]’s business and hope this resolution is satisfactory.
Thank you for allowing me the opportunity to respond to the concerns of Ms. [redacted]. We appreciate any and all feedback and strive to resolve any issues to our customers satisfaction.After reviewing Ms. [redacted]'s account, our records indicate that the $4.95 she is referring to was for...
shipping and handling on the order, not sales tax. I have attached a screen shot of her order in our order processing system. Currently we only charge sales tax on orders that ship to addresses in the state of [redacted] which is the only state in which Venus Fashion has a physical presence. Since her order was shipped to an address in [redacted] we are currently not required to collect sales tax, therefore she was not charged. I apologize for any confusion and I have refunded both the initial shipping charge of $4.95 and the return label fee of $6.95 for a total credit to her card of $11.90.If I can be of further assistance, please do not hesitate to contact me directly via phone or email.[redacted]Venus Fashion, Inc.[redacted]
Complaint: [redacted]
I am rejecting this response because: What they did not do was to read the paper inside the bag for the item [redacted] which stated that I wanted an exchange done. So because they did not read the note inside the bag all the sizes were sold out in that shirt. Now I see that the size Large is available at this time, and because of the inconvenience that they have caused me I would like to have the size large shirt sent to me. For all the problems I have had. I liked this store and have passed the name to many friends who have bought from them also. I would like to continue to do business with them, but first we need to fix all the problems that I have been having, and the inconvenience that it has caused me. So because of their neglect to see the note in the bag I would like to have that shirt in a large sent to me before they are all gone again.
Regards,
[redacted]