May 17, 2016 Thanks for giving us another opportunity to respond to Ms. [redacted]’s concerns. Ms. [redacted] stated in her rejection to our first response that she does not want any of our gift certificates or credit vouchers. She further communicated that we always have an excuse instead of fixing our shipping department. She also added a concern that was not part of the initial complaint about us showing clothes on our website that are discontinued when she tries to order. The items then disappear from our website, which she feels is false advertising. We are truly sorry that Ms. [redacted] feels so badly about her experiences with our company. We do our best to provide all customers with a pleasant shopping experience and resolve any problems quickly and to everyone’s satisfaction. Although we believe we responded to Ms. [redacted]’s concern and followed through on the desired outcome as stated in her initial complaint, we have since voided the credit slip we issued on May 13th. Further review of transactions on Ms. [redacted]’s order history revealed that only $25.00 was due in form of a credit slip because the remaining $2.00 had already been refunded to her [redacted] ending in [redacted]. We processed the $2.00 refund on April 1st after responding to a prior Revdex.com complaint from her. We have decided to issue the $25.00 back to Ms. [redacted]’s [redacted] even though it was a complimentary gift card and a monetary refund is not due since Ms. [redacted] did not purchase the gift card. We are doing this as a courtesy to resolve Ms. [redacted]’s concern, but won’t be able to issue financial refunds for complimentary cards or credit slips for future transactions. In response to Ms. [redacted]’s concern about discontinued items we would like to assure Ms. [redacted] that we make all attempts to order quantities based on projected consumer demand. The images are removed from our website as quickly as possible once available inventory is depleted, if the product doesn’t meet our specifications, or if we are unable to obtain the product from a vendor. While these situations are infrequent, they do sometimes happen. Thanks again for giving us the opportunity to respond to Ms. [redacted]’s concern. Our Customer Care Specialists are available 24/7 to assist Ms. [redacted] if she has any further concerns.
February 14, 2017 Thank you for giving us the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. We are so sorry that Ms. [redacted] continued to receive catalogs after she requested to be removed from our mailing...
list. Upon reviewing Ms. [redacted]’s customer account, we found that Ms. [redacted]’s mailing list status had not yet been changed to reflect her request to be removed from our catalog mailing list. We changed Ms. [redacted]’s mailing list status today and apologize for the delay. We have also forwarded the information to our [redacted] Department to ensure that Ms. [redacted]’s information is permanently suppressed from our mailing lists. Because our catalog mailing lists are pulled months prior to the mailing dates, there is a possibility that customers receive 2 -3 more catalogs after we process requests to be removed from our mailing list. We appreciate Ms. [redacted]’s feedback and want to assure her that we have followed through on her request. We offer our sincere apologies for the delay and hope this resolution is satisfactory.
October 18, 2017 Thanks for allowing us to respond to Ms. [redacted]’s concerns. We appreciate the feedback and the opportunity to work on a satisfactory resolution. Ms. [redacted] communicated that the $15.00 off birthday reward she received did not work when she attempted to use it online. When...
she contacted us, one of our customer service agents communicated that she would need to place a $50.00 order before she can use the $15.00 off coupon. We are very sorry about the incorrect information we provided when Ms. [redacted] contacted us. The birthday reward is valid during the birthday month and there is no $ requirement for orders the reward can be applied to. It appears that there was a delay in loading the reward codes in our system, which caused the problem. We are very sorry about the delay and also that our customer service representative provided incorrect information when Ms. [redacted] first contacted us. Ms. [redacted] called back on 10/7 at which time we placed the order and applied the $15.00 discount. We contacted Ms. [redacted] yesterday to ensure she is satisfied and that there aren’t any unresolved concerns. We value Ms. [redacted]’s 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]
April 27, 2015
Thanks for allowing us to respond to Ms. [redacted]’s concerns. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction.
Ms. [redacted] voiced her concern about our free shipping promotions and about our failure to respond to her when she contacted us...
about the $12.95 that was deducted from her refund after she returned part of her order.
We apologize for the confusion and also for not responding to Ms. [redacted] with the details for the free standard shipping promotion. I am looking into how we failed to provide the information to Ms. [redacted] and why we didn’t provide a refund when she contacted us because she was unaware of the promotional details.
The promotional guidelines are currently disclosed on the order form located in the center of each catalog and also on our website under free shipping details. The verbiage states that “if you return items that reduce the sale total to below $100, you will be charged for ground shipping.” The charge is assessed on the order total customers keep or the minimum shipping fee if all items are returned.
We apologize for the confusion and for not resolving this when Ms. [redacted] contacted us. I have refunded the $12.95 to Ms. [redacted]’s [redacted] Card ending in [redacted] today. The refund should appear on her account within 2 – 3 business days.
We value Ms. [redacted]’s business, appreciate the feedback, and hope this resolution is satisfactory.
Complaint: [redacted] I am rejecting this explanationBecause it is deceptive to begin with.I am not willing to pay the 7.95Original shipping and not the 6.95 (twice) for what they Call a PREPAID label. Consumers see this as meaning just that; it isPrepaid..we dont have to pay for THEIR LABEL. [redacted] has nothingTo do with this and they referred me to directly discuss with Venus.I would like the Company to remove the charges. They expect customers to pay for returning substandard product. I wont pay for this.
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]
March 8, 2017 Thank you for giving us the opportunity to respond to Mr./Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. The customer expressed concerns that an order was cancelled less than 24 hours after it was placed, but that we never...
sent anything to the credit card company asking them to refund the money. Upon reviewing the account, we found that the order was placed on February 12th, 2017. The total order amount, including shipping/handling, was $73.95 [redacted]. We cancelled the order after we received a cancellation request via e-mail. Banks and credit card companies place a hold on funds at the time of the transaction. The funds are placed on hold until the order ships at which time the authorization is finalized and the charge is put through. In the event a transaction is cancelled the hold for the authorized amount is normally released within a few days after the order/transaction has been cancelled. Because the order was cancelled, we didn’t receive payment and there is no refund due. The temporary hold of the funds is normally released within just a few days after the cancellation date since an actual charge is not processed, but the time frame depends on the bank or credit card company. We contacted our Credit Card Services Department to help expedite the process and determine why the authorization has not yet dropped off, so Mr./Ms. [redacted] has access to the money. The credit card company communicated to us that they need to speak to their customer. They did share that it sometimes takes up to 30 days before an authorization falls off. We are so sorry that the authorization hold has not yet dropped off. Based on what the credit card company communicated to us, the temporary hold should fall off soon, if it hasn’t already. We value Mr./Ms. [redacted]’s business and hope this resolution is satisfactory.
Revdex.com:
From: [redacted]>Date: Mon, Feb 6, 2017 at 4:15 PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint #[redacted].To: Revdex.com <[redacted]I am satisfied with the response. Thank you.[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]
October 24, 2016 We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Ms. [redacted] expressed her dissatisfaction with the draped surplice top she ordered from our company. She stated that two...
of the seams were left unfinished/unsown. She further communicated that she requested a full refund for the item, including all shipping charges, because the item was defective. Upon receipt of her return, we processed a refund for the item, but did not refund the shipping charges. We are so sorry about Ms. [redacted]’s experience. We do our best to ensure all items meet high quality standards. We appreciate Ms. [redacted]’s feedback and concerns about her purchase from us and will look into the quality concerns she expressed. Ms. [redacted] is certainly justified in requesting a refund of shipping/handling charges because the item was defective. Our [redacted] would normally facilitate a full refund for this type of situation. We are not sure if Ms. [redacted] contacted us before returning the item, but want to assure her that it has been taken care of. We refunded the original shipping/handling charge of $7.95 and the return label fee of $6.95 for a total refund of $14.90. The refund should post to Ms. [redacted]’s [redacted] ending in [redacted] within 3-4 business days from today. We apologize for the quality problem with the item and for the inconvenience. We issued a $25.00 complimentary Venus gift card Ms. [redacted] can use towards a future purchase. We truly value Ms. [redacted]’s feedback and hope she will give us another opportunity. We apologize for any inconvenience and hope this resolution is satisfactory.
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.
May 17, 2016 Thanks for giving us another opportunity to respond to Ms. [redacted]’s concerns. Ms. [redacted] stated in her rejection to our first response that she does not want any of our gift certificates or credit vouchers. She further communicated that we always have an excuse instead of fixing our shipping department. She also added a concern that was not part of the initial complaint about us showing clothes on our website that are discontinued when she tries to order. The items then disappear from our website, which she feels is false advertising. We are truly sorry that Ms. [redacted] feels so badly about her experiences with our company. We do our best to provide all customers with a pleasant shopping experience and resolve any problems quickly and to everyone’s satisfaction. Although we believe we responded to Ms. [redacted]’s concern and followed through on the desired outcome as stated in her initial complaint, we have since voided the credit slip we issued on May 13th. Further review of transactions on Ms. [redacted]’s order history revealed that only $25.00 was due in form of a credit slip because the remaining $2.00 had already been refunded to her [redacted] ending in [redacted]. We processed the $2.00 refund on April 1st after responding to a prior Revdex.com complaint from her. We have decided to issue the $25.00 back to Ms. [redacted]’s [redacted] even though it was a complimentary gift card and a monetary refund is not due since Ms. [redacted] did not purchase the gift card. We are doing this as a courtesy to resolve Ms. [redacted]’s concern, but won’t be able to issue financial refunds for complimentary cards or credit slips for future transactions. In response to Ms. [redacted]’s concern about discontinued items we would like to assure Ms. [redacted] that we make all attempts to order quantities based on projected consumer demand. The images are removed from our website as quickly as possible once available inventory is depleted, if the product doesn’t meet our specifications, or if we are unable to obtain the product from a vendor. While these situations are infrequent, they do sometimes happen. Thanks again for giving us the opportunity to respond to Ms. [redacted]’s concern. Our Customer Care Specialists are available 24/7 to assist Ms. [redacted] if she has any further concerns.
February 14, 2017 Thank you for giving us the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. We are so sorry that Ms. [redacted] continued to receive catalogs after she requested to be removed from our mailing...
list. Upon reviewing Ms. [redacted]’s customer account, we found that Ms. [redacted]’s mailing list status had not yet been changed to reflect her request to be removed from our catalog mailing list. We changed Ms. [redacted]’s mailing list status today and apologize for the delay. We have also forwarded the information to our [redacted] Department to ensure that Ms. [redacted]’s information is permanently suppressed from our mailing lists. Because our catalog mailing lists are pulled months prior to the mailing dates, there is a possibility that customers receive 2 -3 more catalogs after we process requests to be removed from our mailing list. We appreciate Ms. [redacted]’s feedback and want to assure her that we have followed through on her request. We offer our sincere apologies for the delay and hope this resolution is satisfactory.
October 18, 2017 Thanks for allowing us to respond to Ms. [redacted]’s concerns. We appreciate the feedback and the opportunity to work on a satisfactory resolution. Ms. [redacted] communicated that the $15.00 off birthday reward she received did not work when she attempted to use it online. When...
she contacted us, one of our customer service agents communicated that she would need to place a $50.00 order before she can use the $15.00 off coupon. We are very sorry about the incorrect information we provided when Ms. [redacted] contacted us. The birthday reward is valid during the birthday month and there is no $ requirement for orders the reward can be applied to. It appears that there was a delay in loading the reward codes in our system, which caused the problem. We are very sorry about the delay and also that our customer service representative provided incorrect information when Ms. [redacted] first contacted us. Ms. [redacted] called back on 10/7 at which time we placed the order and applied the $15.00 discount. We contacted Ms. [redacted] yesterday to ensure she is satisfied and that there aren’t any unresolved concerns. We value Ms. [redacted]’s 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]
April 27, 2015
Thanks for allowing us to respond to Ms. [redacted]’s concerns. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction.
Ms. [redacted] voiced her concern about our free shipping promotions and about our failure to respond to her when she contacted us...
about the $12.95 that was deducted from her refund after she returned part of her order.
We apologize for the confusion and also for not responding to Ms. [redacted] with the details for the free standard shipping promotion. I am looking into how we failed to provide the information to Ms. [redacted] and why we didn’t provide a refund when she contacted us because she was unaware of the promotional details.
The promotional guidelines are currently disclosed on the order form located in the center of each catalog and also on our website under free shipping details. The verbiage states that “if you return items that reduce the sale total to below $100, you will be charged for ground shipping.” The charge is assessed on the order total customers keep or the minimum shipping fee if all items are returned.
We apologize for the confusion and for not resolving this when Ms. [redacted] contacted us. I have refunded the $12.95 to Ms. [redacted]’s [redacted] Card ending in [redacted] today. The refund should appear on her account within 2 – 3 business days.
We value Ms. [redacted]’s business, appreciate the feedback, and hope this resolution is satisfactory.
Complaint: [redacted] I am rejecting this explanationBecause it is deceptive to begin with.I am not willing to pay the 7.95Original shipping and not the 6.95 (twice) for what they Call a PREPAID label. Consumers see this as meaning just that; it isPrepaid..we dont have to pay for THEIR LABEL. [redacted] has nothingTo do with this and they referred me to directly discuss with Venus.I would like the Company to remove the charges. They expect customers to pay for returning substandard product. I wont pay for this.
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]
March 8, 2017 Thank you for giving us the opportunity to respond to Mr./Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. The customer expressed concerns that an order was cancelled less than 24 hours after it was placed, but that we never...
sent anything to the credit card company asking them to refund the money. Upon reviewing the account, we found that the order was placed on February 12th, 2017. The total order amount, including shipping/handling, was $73.95 [redacted]. We cancelled the order after we received a cancellation request via e-mail. Banks and credit card companies place a hold on funds at the time of the transaction. The funds are placed on hold until the order ships at which time the authorization is finalized and the charge is put through. In the event a transaction is cancelled the hold for the authorized amount is normally released within a few days after the order/transaction has been cancelled. Because the order was cancelled, we didn’t receive payment and there is no refund due. The temporary hold of the funds is normally released within just a few days after the cancellation date since an actual charge is not processed, but the time frame depends on the bank or credit card company. We contacted our Credit Card Services Department to help expedite the process and determine why the authorization has not yet dropped off, so Mr./Ms. [redacted] has access to the money. The credit card company communicated to us that they need to speak to their customer. They did share that it sometimes takes up to 30 days before an authorization falls off. We are so sorry that the authorization hold has not yet dropped off. Based on what the credit card company communicated to us, the temporary hold should fall off soon, if it hasn’t already. We value Mr./Ms. [redacted]’s business and hope this resolution is satisfactory.
Revdex.com:
From: [redacted]>Date: Mon, Feb 6, 2017 at 4:15 PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint #[redacted].To: Revdex.com <[redacted]I am satisfied with the response. Thank you.[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]
October 24, 2016 We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Ms. [redacted] expressed her dissatisfaction with the draped surplice top she ordered from our company. She stated that two...
of the seams were left unfinished/unsown. She further communicated that she requested a full refund for the item, including all shipping charges, because the item was defective. Upon receipt of her return, we processed a refund for the item, but did not refund the shipping charges. We are so sorry about Ms. [redacted]’s experience. We do our best to ensure all items meet high quality standards. We appreciate Ms. [redacted]’s feedback and concerns about her purchase from us and will look into the quality concerns she expressed. Ms. [redacted] is certainly justified in requesting a refund of shipping/handling charges because the item was defective. Our [redacted] would normally facilitate a full refund for this type of situation. We are not sure if Ms. [redacted] contacted us before returning the item, but want to assure her that it has been taken care of. We refunded the original shipping/handling charge of $7.95 and the return label fee of $6.95 for a total refund of $14.90. The refund should post to Ms. [redacted]’s [redacted] ending in [redacted] within 3-4 business days from today. We apologize for the quality problem with the item and for the inconvenience. We issued a $25.00 complimentary Venus gift card Ms. [redacted] can use towards a future purchase. We truly value Ms. [redacted]’s feedback and hope she will give us another opportunity. We apologize for any inconvenience and hope this resolution is satisfactory.
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.