This complaint came to our attention on October 31, On November 1, I contacted our Customer Service Department and reviewed the complaint with the Department ManagerWe verified the customers orders and determined the complaint needed to be resolved in the customers favorOn November 2,
a Senior Customer Service Representative contacted our customer and resolved all of the issues of concern cited in the complaintWe consider the matter resolved at this time.
Jim *** R***, Legal and Compliance Officer
Well, that's a very interesting answer the Revdex.com received from Jim v** ***First of all, I was nevercontacted by emailThat's nonsenseOn what date was I supposedly emailed? What I did do howeverwas write letters to Stuart and Chris F*, owners of Fire Mountain, neither of which wereresponded to in any fashionThat's why I contacted the Revdex.com.Jim mentions that the Returns Policy was changed online on 12/Maybe it wasBut there was nonotification given to those viewing the siteWhy would a longtime customer suddenly look at theReturns Policy section? And besides, the Returns Policy is at the very bottom of the home page,included in the section entitled "Customer Service"There's no reason to look all the way down thereunless you are specifically looking for something within that sectionWhat Fire Mountain should havedone was post the change in their top banner, clearly visible when pulling up the site, announcing a newpolicy was now in placeNow that would have been proper notice to their customers.Jim goes on and on in his responseMost of what he writes has absolutely nothing to do with meItmay sound good, but it means nothingJim would have better spent his time on grammar, punctuationand sentence constructionHe presents a poor public face for his companyI've attached somegrammatical corrections to Jim's response to youI did not do any sentence reconstruction as I havealready spent way too much time on this matter
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Fire Mountain Gems and Beads, Increviews its business policies from time-to-time to make sure they continue to reflect the current needs of our customers and of the business itselfFor many years our merchandise return policy has been very generous and exceeded comparable return policies offered
in our industryRecent internal reviews discovered some abuses of our return policy and we found it necessary to update both the policy and our internal controlsOur new Return Policy is still very generous by current industry standards and we have had very few customer complaints about this change
*** is a commercial Platinum Customer and as such receives pricing benefits and other considerations offered by our Platinum ProgramBy accepting entry into our Platinum Program, *** also agreed to be subject to the programs Terms, Conditions and PoliciesIn December we notified our Platinum Customers that our policies were subject to change without future notice*** became aware that our return policy could change and continued to make purchases from usWe regret *** anger over our Policy change and we are reaching out to see how we can resolve these concernsWe value *** loyalty to Fire Mountain and hope to continue to serve future crafting needs
Unfortunately, *** request for bar code labels for individual items purchase in bulk, at a discount price, was not allowed under our old return policy and is not allowed under our new PolicyWe offer significant pricing discounts for bulk purchases and our products are packaged as such, with one bar code labelWhen a bulk order is opened and partially sold or used, the remaining items from that bulk purchase no longer qualify as returnable itemsOur return policy (past and current) has always required that items be returned in their original packaging, with their original labels and must be in sale-able condition
Nonetheless, our Platinum Program representatives should have already reached out to *** by the time this response has been postedI have every confidence that we will be able to resolve any outstanding issues quickly
Fire Mountain Gems and Beads, Increviews it's business policies from time-to-time to make sure they continue to reflect the current needs of our customers and of the business itselfFor many years our merchandise return policy has been very generous and exceeded comparable return policies
offered in our industryRecent internal reviews discovered some abuses of our return policy and we found it necessary to update both the policy and our internal controlsOur new Return Policy is still very generous by current industry standards and we have had very few customer complaints about this change.Mr*** is a commercial Platinum Customer and as such receives pricing benefits and other considerations offered by our Platinum ProgramBy accepting entry into our Platinum Program, Mr*** also agreed to be subject to the programs Terms, Conditions and PoliciesIn December we notified our Platinum Customers that our policies were subject to change without future noticeMr*** became aware that our return policy could change and continued to make purchases from usWe regret Mr***s' anger over our Policy change and we are reaching out to him to see how we can resolve his concernsWe value his loyalty to Fire Mountain and hope to continue to serve his crafting needsOur Platinum Program representatives should have already reached out to Mr*** by the time this response has been postedI have every confidence that this matter will be resolved quickly
Complaint: ***I am rejecting this response because:Sincerely,*** ***
My credit card information had been entered, and at this point I do believe the sale was completeYes, they did offer other items which were not the same item, perhaps I could have accepted another color of said same itemBut what was offered was a completely different item
There staff were not very helpful, they would hang up on meI would have to continue calling back just to finish what I was sayingI asked to speak with the owners, as was sure they would not want their company's represenatives to hang up on customersBut the owners demonstrated they don't care as wellLeaving me with no option but to turn to the Revdex.com for a resolution
I contacted this company seconds after they pulled the items from my cart, and if they could remove them my cart so quicklyI asked for them to pull them from the cart they were placed in, to rectify the mistake immediatelyThey refused to rectify itI have no idea how they will rectify this situation at this pointAnd the fact that they refuse to admit wrongdoing on their part, is now more upsetting
However, I know if they continue these unethical business practices, they will not lastPeople spend a lot of time when shopping on the internetWhen they are finally checking out and offer payment, that is not the time customers want things to be removed from their cart, nor do they appreciate being hung up on by customer relations
Good morning, Fire Mountain Gems and Beads has a clear return policy process that allows both our customers and our company to resolve any product related issues. In this case, Mrs.[redacted] called our customer service department to notify us of a problem with the noted product. Our policy stipulates...
that products must be returned to us prior to refunds being given. To date, we have not received any return of the product Mrs. [redacted] claims is faulty. Unless our returns/customer service representatives have cooperation from our customers, these issues cannot be resolved in a timely manner. Mrs. [redacted] apparently decided to contact the Revdex.com, without even attempting to work within our return policy. If there was some reason for this, I invite her to contact me directly at [email protected]. Our bottom line is, we want our customers to be happy with the products they buy from us. Faulty or not, we would have refunded Mrs. [redacted]s purchase price if she was unhappy with our product and had returned it to us. Considering our commitment to customer satisfaction, we have decided to waive the requirement that the (claimed) faulty product be returned, and we have already credited Mrs. [redacted] with a refund of her purchase price.
Complaint: [redacted]I am rejecting this response because: the term “bulk” as stated by FMG is not relative to any of my purchases. “Bulk” purchases by me are usually several items, all of different sizes, shapes and colors and individually wrapped in one larger container with one label. And not always in such package as illustrated by attached picture. Some “bulk” packages do not come with a single label but with labels identifying each item within the larger package as stated by the attached picture. I have never purchased a dozen or more of one particular item to qualify for a discount. The discount I receive is for the spending limit which accounts for purchases over Ten Thousand Dollars. This and only this qualifies me for discounts with FMG.
I ask that FMG clarify the term “bulk” and either verify or deny the items in the picture as “bulk”. I also ask that FMG verify that not all items comes with a label, as illustrated in picture.
Note: The attached picture is from a recent purchase made in January 2017.
Sincerely,[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.
Sincerely,
[redacted]
We believe we now have this matted sorted out and wanted the Revdex.com to know we are reaching out to our customers to make sure any errors we may have made during this transition period are corrected. Here is an example of the email we are sending out to any customer who feels they were not...
allowed to return any item to us according to the return policy in effect at the time they made their purchase:“The December 15, 2016 change to Fire Mountain Gems and Beads, Inc. Return Policy only changed the length of time upon which we would allow a customers to hold a product before deciding to return it for a refund. All of the other provisions of the Pre-December 15, 2016 Return Policy change remain in effect under the new policy.We have always required that returned items be unaltered, in original condition and accompanied by the original invoice, in their original packaging and labels, et.al. We have never included in our policy any option for returns to be made by third parties to the original sale. Only the person making a purchase can claim an interest in our return policy guarantee. We posted our Return Policy change notice on www.firemountaingems.com on December 15, 2016, but regretfully our invoice paperwork changes were not put completely into effect until January 10, 2017. In addition, we were not clear enough with our customer service representatives’ instructions regarding the implementation details of our new policy and some of our customers were denied the opportunity to return items they were entitled to return based upon when they made their purchase. We have now clarified this matter internally.Fire Mountain Gems and Beads honor’s the Return Policy in place at the time a customer made a purchase from our company, subject to the terms and conditions in effect at that time. The customer’s original invoice date will determine which time limit pertains to a customer’s purchase. Purchases made on or before December 14, 2016 are subject to the Return Policy in effect at that time. Those purchases made on or after December 15, 2016 are subject to our new Return Policy. Where necessary, questions regarding purchases made between December 15, 2016 and January 9, 2017, where the customers Invoice contained written notation of the purchase being under the old policy, we will honor any return made subject to that Invoice’s date and language. All refunds are made via the same method as was used to make the purchase. Refunds to credit cards no longer valid, or where the credit card account has been closed, are reflected as a store credit in that customers Fire Mountain Gems and Beads account to be used for future purchases. Purchases made via a store credit may only be returned for a subsequent store credit, subject to our other long term standards and requirements governing returned goods.Fire Mountain Gems and Beads, Inc. has always strived to put our customers first. We deeply regret any confusion, any concerns and certainly any discomfort our Return Policy change may have caused our customers. Please be assured that we will honor the return policy that was in effect at the time you made your purchase, subject to the terms and conditions of the return policy in effect at that that time. If you have any questions regarding this matter, please feel free to contact me directly.”All three of the cited complaints have been closed by the Revdex.com. Please feel free to enter this email in the record to reflects our latest attempt to resolved these matters.Thank you very muck [redacted].Sincerely, JimJim v[redacted], CIPOLegal and Compliance Officer
Complaint: [redacted]
I am rejecting this response because:I have returned a few items under your return policy that is on my receipts. That is a legal and binding contract. I have attached Photo of the top of the receipt. You can see the attachment .. but it says No Time Limit. There is no asterisk or anything stating that you can change your mind or policy at any time. This is all over two orders. Only partial returns on the orders. One was for $8.98 and the other total was $78.41. As I contented to make purchases, your receipts with the contract never changed until a purchase that I made on 1-5-17. Yes you state that you changed it in the middle of December. You did not inform via mail or email that you were going to be making the changes... did not email of send a letter after it was changed.. I expect that you would stand by the contract on the receipt. With that said, I agree and acknowledge the new return policy. It is noted and on the new receipts... I also agree that your return policy was outstanding, and do not blame you for changing it. Its still a great, above standard return policy. At the same time, you need to honor the contract from preciously purchased items.. I had returned my items to you when there was enough to fill a small flat rate box. it is not as though I was trying to hold onto items for great lengths. of time. I have nothing else to return, but I do expect you to stand by your contract that is in print on my receipts for those previous purchases. With all future orders falling under the new policy. I am not agruing you new policy and how amazing both of the policies are. Now, you have stated that someone should have already reached out to me to cleat this all up. no one has reached out to me - and in fact .. you have all of the items.. and I do not want them back, I expect you to stand by the binding contract on those returns.. and I need to follow the new policy from this point forward.. you are an amazing and generous company.. but that still does not justify you not accepting those returns. I have sent many many emails to be forwarded and looked at, I have filed a hold on the charges on my CC, on those ordered, but only for the value of the items that I returned and that you have in your posession.. and I do not expct them to be sent back, I expect you to stand by your own words and contract. Then to move forward under the new policy. Once again, its just those items, and I can certainly understand the change in policy, as I can see people taking advantage of it.. that is not me taking advantage of it, only expecting you to stand by it on my previous orders which will all be cleared up after these returns.. and you can use this against me, that I have no further returns after this based on the new policy or the old one.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I returned the order in the box it was sent in. They did not call me and we did not have this conversation. I only threatened to sue due to them sending an order I did not order and them being nasty about letting me return it. It was a shock to see the third charge on my card as well as all of the merchandise that was received. I did not get credit for items returned- they claim I kept- which I did not. There was only one packing list so it appeared that it was one big order not two separate orders. I was very careful about listing out for them everything I returned to them. I have documents I can submit that show what I returned but it will take longer than 30 minutes to upload them, they did not refund all I was due. I told them I did not order that large order but they were just very hateful to me about the whole thing. Give me the chance and I can submit the documents.Sincerely,[redacted]
[redacted] placed three orders with us in October, 2016. The first order was placed on October 29th, with two more placed on October 30th. On November 5th, [redacted] called our Customer Service Center to inform us that the Oct. 29th order contained items she thought she had deleted from the order before...
placing it. We suggested it was a good idea to check her order cart before she actually placed an order. We sent her a return label to facilitate the return of any unwanted items. On November 7th, [redacted] called our Customer Service Center again, this time claiming she had placed only one order on Oct. 30th, not two orders. Our records clearly show she placed two separate orders on that date. Nonetheless, we reminded [redacted] that we had sent her a return label and that once we received the merchandise she did not want, we would refund the full purchase price of those returned items. This did not seem to satisfy Betty, who threatened to sue us and said she would be complaining to the Revdex.com. We received the returned merchandise on November 15th. The return box was not the same box we had shipped the orders in. The returned merchandise in the box was a mess. Many products were not in their original packaging, others had been opened and contained incomplete quantities. Some products had missing labels. We contacted [redacted] that same day, [redacted] became angry when we asked her questions about the returned products, claiming she had received the order that way, saying she never went through any of it. The returned merchandise box contained only one order invoice, instead of the three sent (one with each order). [redacted] said she never received the other invoices, which are included with each order we send to every customer. Our Customer Service team spent several hours, over two days trying to organize the returned items so we could determine the refund amount due. Our refund policy is very liberal and allows for customers to returned products to us at any time if they decide they do not need them. All we ask is that the products be returned in their original, unopened packages, with the original receipt/invoice and, when possible, in the original box. [redacted] did not comply with these simple requirements, but nonetheless we refunded her the full amount for the product she returned to us. We are sorry [redacted] did not have a good experience with our company. We wish her well.
We initiated an investigation into the Revdex.com complaint (#[redacted]) by [redacted]. We reviewed her initial order and all of the subsequent online chats that followed.
Here is what appears to have...
happened.
On November 27, 2015 [redacted] began a shopping session during our Black Friday sale wherein she added certain product numbers to her online shopping cart. One of those items apparently was a Swarovski link, item number 1159fx, which was advertised as having a limited quantity available.
Limited quantity and close-out sales, by their very nature, offer great discounts on discontinued items. There is real competition for these products when we offer them in these sales. Unfortunately, due to the nature of online marketing, placing a product item into your cart does not mean the item is yours or even reserved to you. Every online marketer will attest to the fact that many customers place items into their carts and then never complete a sale at check-out. A sale only occurs when the customer has input the required information and clicked on the send or submit button and receives a conformation that the sale has been completed as submitted.
The online shopping cart is a convenient way for customers to aggregate their desired purchases into one check-out session. Normally, that is not an issue. However, when the selected product has been advertised as having a limited quantity available, waiting too long to check-out can become a risk. Swarovski products in particular are very popular and when we offer them at a reduced price, they normally do not last long.
Fire Mountain Gems and Beads did not remove any item from [redacted] cart. What happened was that when [redacted] proceeded to check-out, our system sought to verify availability of all of the items in [redacted] cart and found the item in question to be sold out and no longer available.
[redacted] spoke at length with our online chat customer service representatives, who did their best to explain what happened. We have the transcriptsof those chats and I have read through them. In an attempt to make things right with [redacted], we offered her replacement products that were as near as possible to the product she wanted. She refused to accept that resolution.
[redacted] has made it very clear that she wants item 1159fx and only that item. Unfortunately, the manufacturer has discontinued that product and we sold out our remaining inventory prior to [redacted] going through our checkout process. We cannot provide her with the resolution she desires.
Fire Mountain Gems and Beads wishes [redacted] well as she fights for her health.
We believe we now have this matted sorted out and wanted the Revdex.com to know we are reaching out to our customers to make sure any errors we may have made during this transition period are corrected. Here is an example of the email we are sending out to any customer who feels they were not allowed to return any item to us according to the return policy in effect at the time they made their purchase:“The December 15, 2016 change to Fire Mountain Gems and Beads, Inc. Return Policy only changed the length of time upon which we would allow a customers to hold a product before deciding to return it for a refund. All of the other provisions of the Pre-December 15, 2016 Return Policy change remain in effect under the new policy.We have always required that returned items be unaltered, in original condition and accompanied by the original invoice, in their original packaging and labels, et.al. We have never included in our policy any option for returns to be made by third parties to the original sale. Only the person making a purchase can claim an interest in our return policy guarantee. We posted our Return Policy change notice on www.firemountaingems.com on December 15, 2016, but regretfully our invoice paperwork changes were not put completely into effect until January 10, 2017. In addition, we were not clear enough with our customer service representatives’ instructions regarding the implementation details of our new policy and some of our customers were denied the opportunity to return items they were entitled to return based upon when they made their purchase. We have now clarified this matter internally.Fire Mountain Gems and Beads honor’s the Return Policy in place at the time a customer made a purchase from our company, subject to the terms and conditions in effect at that time. The customer’s original invoice date will determine which time limit pertains to a customer’s purchase. Purchases made on or before December 14, 2016 are subject to the Return Policy in effect at that time. Those purchases made on or after December 15, 2016 are subject to our new Return Policy. Where necessary, questions regarding purchases made between December 15, 2016 and January 9, 2017, where the customers Invoice contained written notation of the purchase being under the old policy, we will honor any return made subject to that Invoice’s date and language. All refunds are made via the same method as was used to make the purchase. Refunds to credit cards no longer valid, or where the credit card account has been closed, are reflected as a store credit in that customers Fire Mountain Gems and Beads account to be used for future purchases. Purchases made via a store credit may only be returned for a subsequent store credit, subject to our other long term standards and requirements governing returned goods.Fire Mountain Gems and Beads, Inc. has always strived to put our customers first. We deeply regret any confusion, any concerns and certainly any discomfort our Return Policy change may have caused our customers. Please be assured that we will honor the return policy that was in effect at the time you made your purchase, subject to the terms and conditions of the return policy in effect at that that time. If you have any questions regarding this matter, please feel free to contact me directly.”All three of the cited complaints have been closed by the Revdex.com. Please feel free to enter this email in the record to reflects our latest attempt to resolved these matters.Thank you very muck [redacted].Sincerely, JimJim [redacted], CIPOLegal and Compliance Officer
We believe we now have this matted sorted out and wanted the Revdex.com to know we are reaching out to our customers to make sure any errors we may have made during this transition period are corrected. Here is an example of the email we are sending out to any customer who feels they were not allowed to return any item to us according to the return policy in effect at the time they made their purchase:“The December 15, 2016 change to Fire Mountain Gems and Beads, Inc. Return Policy only changed the length of time upon which we would allow a customers to hold a product before deciding to return it for a refund. All of the other provisions of the Pre-December 15, 2016 Return Policy change remain in effect under the new policy.We have always required that returned items be unaltered, in original condition and accompanied by the original invoice, in their original packaging and labels, et.al. We have never included in our policy any option for returns to be made by third parties to the original sale. Only the person making a purchase can claim an interest in our return policy guarantee. We posted our Return Policy change notice on www.firemountaingems.com on December 15, 2016, but regretfully our invoice paperwork changes were not put completely into effect until January 10, 2017. In addition, we were not clear enough with our customer service representatives’ instructions regarding the implementation details of our new policy and some of our customers were denied the opportunity to return items they were entitled to return based upon when they made their purchase. We have now clarified this matter internally.Fire Mountain Gems and Beads honor’s the Return Policy in place at the time a customer made a purchase from our company, subject to the terms and conditions in effect at that time. The customer’s original invoice date will determine which time limit pertains to a customer’s purchase. Purchases made on or before December 14, 2016 are subject to the Return Policy in effect at that time. Those purchases made on or after December 15, 2016 are subject to our new Return Policy. Where necessary, questions regarding purchases made between December 15, 2016 and January 9, 2017, where the customers Invoice contained written notation of the purchase being under the old policy, we will honor any return made subject to that Invoice’s date and language. All refunds are made via the same method as was used to make the purchase. Refunds to credit cards no longer valid, or where the credit card account has been closed, are reflected as a store credit in that customers Fire Mountain Gems and Beads account to be used for future purchases. Purchases made via a store credit may only be returned for a subsequent store credit, subject to our other long term standards and requirements governing returned goods.Fire Mountain Gems and Beads, Inc. has always strived to put our customers first. We deeply regret any confusion, any concerns and certainly any discomfort our Return Policy change may have caused our customers. Please be assured that we will honor the return policy that was in effect at the time you made your purchase, subject to the terms and conditions of the return policy in effect at that that time. If you have any questions regarding this matter, please feel free to contact me directly.”All three of the cited complaints have been closed by the Revdex.com. Please feel free to enter this email in the record to reflects our latest attempt to resolved these matters.Thank you very muck [redacted].Sincerely, JimJim v[redacted], CIPOLegal and Compliance Officer
This complaint came to our attention on October 31, On November 1, I contacted our Customer Service Department and reviewed the complaint with the Department ManagerWe verified the customers orders and determined the complaint needed to be resolved in the customers favorOn November 2,
a Senior Customer Service Representative contacted our customer and resolved all of the issues of concern cited in the complaintWe consider the matter resolved at this time.
Jim *** R***, Legal and Compliance Officer
Well, that's a very interesting answer the Revdex.com received from Jim v** ***First of all, I was nevercontacted by emailThat's nonsenseOn what date was I supposedly emailed? What I did do howeverwas write letters to Stuart and Chris F
*, owners of Fire Mountain, neither of which wereresponded to in any fashionThat's why I contacted the Revdex.com.Jim mentions that the Returns Policy was changed online on 12/Maybe it wasBut there was nonotification given to those viewing the siteWhy would a longtime customer suddenly look at theReturns Policy section? And besides, the Returns Policy is at the very bottom of the home page,included in the section entitled "Customer Service"There's no reason to look all the way down thereunless you are specifically looking for something within that sectionWhat Fire Mountain should havedone was post the change in their top banner, clearly visible when pulling up the site, announcing a newpolicy was now in placeNow that would have been proper notice to their customers.Jim goes on and on in his responseMost of what he writes has absolutely nothing to do with meItmay sound good, but it means nothingJim would have better spent his time on grammar, punctuationand sentence constructionHe presents a poor public face for his companyI've attached somegrammatical corrections to Jim's response to youI did not do any sentence reconstruction as I havealready spent way too much time on this matter
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Fire Mountain Gems and Beads, Increviews its business policies from time-to-time to make sure they continue to reflect the current needs of our customers and of the business itselfFor many years our merchandise return policy has been very generous and exceeded comparable return policies offered
in our industryRecent internal reviews discovered some abuses of our return policy and we found it necessary to update both the policy and our internal controlsOur new Return Policy is still very generous by current industry standards and we have had very few customer complaints about this change
*** is a commercial Platinum Customer and as such receives pricing benefits and other considerations offered by our Platinum ProgramBy accepting entry into our Platinum Program, *** also agreed to be subject to the programs Terms, Conditions and PoliciesIn December we notified our Platinum Customers that our policies were subject to change without future notice*** became aware that our return policy could change and continued to make purchases from usWe regret *** anger over our Policy change and we are reaching out to see how we can resolve these concernsWe value *** loyalty to Fire Mountain and hope to continue to serve future crafting needs
Unfortunately, *** request for bar code labels for individual items purchase in bulk, at a discount price, was not allowed under our old return policy and is not allowed under our new PolicyWe offer significant pricing discounts for bulk purchases and our products are packaged as such, with one bar code labelWhen a bulk order is opened and partially sold or used, the remaining items from that bulk purchase no longer qualify as returnable itemsOur return policy (past and current) has always required that items be returned in their original packaging, with their original labels and must be in sale-able condition
Nonetheless, our Platinum Program representatives should have already reached out to *** by the time this response has been postedI have every confidence that we will be able to resolve any outstanding issues quickly
Fire Mountain Gems and Beads, Increviews it's business policies from time-to-time to make sure they continue to reflect the current needs of our customers and of the business itselfFor many years our merchandise return policy has been very generous and exceeded comparable return policies
offered in our industryRecent internal reviews discovered some abuses of our return policy and we found it necessary to update both the policy and our internal controlsOur new Return Policy is still very generous by current industry standards and we have had very few customer complaints about this change.Mr*** is a commercial Platinum Customer and as such receives pricing benefits and other considerations offered by our Platinum ProgramBy accepting entry into our Platinum Program, Mr*** also agreed to be subject to the programs Terms, Conditions and PoliciesIn December we notified our Platinum Customers that our policies were subject to change without future noticeMr*** became aware that our return policy could change and continued to make purchases from usWe regret Mr***s' anger over our Policy change and we are reaching out to him to see how we can resolve his concernsWe value his loyalty to Fire Mountain and hope to continue to serve his crafting needsOur Platinum Program representatives should have already reached out to Mr*** by the time this response has been postedI have every confidence that this matter will be resolved quickly
Complaint: ***I am rejecting this response because:Sincerely,*** ***
My credit card information had been entered, and at this point I do believe the sale was completeYes, they did offer other items which were not the same item, perhaps I could have accepted another color of said same itemBut what was offered was a completely different item
There staff were not very helpful, they would hang up on meI would have to continue calling back just to finish what I was sayingI asked to speak with the owners, as was sure they would not want their company's represenatives to hang up on customersBut the owners demonstrated they don't care as wellLeaving me with no option but to turn to the Revdex.com for a resolution
I contacted this company seconds after they pulled the items from my cart, and if they could remove them my cart so quicklyI asked for them to pull them from the cart they were placed in, to rectify the mistake immediatelyThey refused to rectify itI have no idea how they will rectify this situation at this pointAnd the fact that they refuse to admit wrongdoing on their part, is now more upsetting
However, I know if they continue these unethical business practices, they will not lastPeople spend a lot of time when shopping on the internetWhen they are finally checking out and offer payment, that is not the time customers want things to be removed from their cart, nor do they appreciate being hung up on by customer relations
Good morning, Fire Mountain Gems and Beads has a clear return policy process that allows both our customers and our company to resolve any product related issues. In this case, Mrs.[redacted] called our customer service department to notify us of a problem with the noted product. Our policy stipulates...
that products must be returned to us prior to refunds being given. To date, we have not received any return of the product Mrs. [redacted] claims is faulty. Unless our returns/customer service representatives have cooperation from our customers, these issues cannot be resolved in a timely manner. Mrs. [redacted] apparently decided to contact the Revdex.com, without even attempting to work within our return policy. If there was some reason for this, I invite her to contact me directly at [email protected]. Our bottom line is, we want our customers to be happy with the products they buy from us. Faulty or not, we would have refunded Mrs. [redacted]s purchase price if she was unhappy with our product and had returned it to us. Considering our commitment to customer satisfaction, we have decided to waive the requirement that the (claimed) faulty product be returned, and we have already credited Mrs. [redacted] with a refund of her purchase price.
Complaint: [redacted]I am rejecting this response because: the term “bulk” as stated by FMG is not relative to any of my purchases. “Bulk” purchases by me are usually several items, all of different sizes, shapes and colors and individually wrapped in one larger container with one label. And not always in such package as illustrated by attached picture. Some “bulk” packages do not come with a single label but with labels identifying each item within the larger package as stated by the attached picture. I have never purchased a dozen or more of one particular item to qualify for a discount. The discount I receive is for the spending limit which accounts for purchases over Ten Thousand Dollars. This and only this qualifies me for discounts with FMG.
I ask that FMG clarify the term “bulk” and either verify or deny the items in the picture as “bulk”. I also ask that FMG verify that not all items comes with a label, as illustrated in picture.
Note: The attached picture is from a recent purchase made in January 2017.
Sincerely,[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.
Sincerely,
[redacted]
We believe we now have this matted sorted out and wanted the Revdex.com to know we are reaching out to our customers to make sure any errors we may have made during this transition period are corrected. Here is an example of the email we are sending out to any customer who feels they were not...
allowed to return any item to us according to the return policy in effect at the time they made their purchase:“The December 15, 2016 change to Fire Mountain Gems and Beads, Inc. Return Policy only changed the length of time upon which we would allow a customers to hold a product before deciding to return it for a refund. All of the other provisions of the Pre-December 15, 2016 Return Policy change remain in effect under the new policy.We have always required that returned items be unaltered, in original condition and accompanied by the original invoice, in their original packaging and labels, et.al. We have never included in our policy any option for returns to be made by third parties to the original sale. Only the person making a purchase can claim an interest in our return policy guarantee. We posted our Return Policy change notice on www.firemountaingems.com on December 15, 2016, but regretfully our invoice paperwork changes were not put completely into effect until January 10, 2017. In addition, we were not clear enough with our customer service representatives’ instructions regarding the implementation details of our new policy and some of our customers were denied the opportunity to return items they were entitled to return based upon when they made their purchase. We have now clarified this matter internally.Fire Mountain Gems and Beads honor’s the Return Policy in place at the time a customer made a purchase from our company, subject to the terms and conditions in effect at that time. The customer’s original invoice date will determine which time limit pertains to a customer’s purchase. Purchases made on or before December 14, 2016 are subject to the Return Policy in effect at that time. Those purchases made on or after December 15, 2016 are subject to our new Return Policy. Where necessary, questions regarding purchases made between December 15, 2016 and January 9, 2017, where the customers Invoice contained written notation of the purchase being under the old policy, we will honor any return made subject to that Invoice’s date and language. All refunds are made via the same method as was used to make the purchase. Refunds to credit cards no longer valid, or where the credit card account has been closed, are reflected as a store credit in that customers Fire Mountain Gems and Beads account to be used for future purchases. Purchases made via a store credit may only be returned for a subsequent store credit, subject to our other long term standards and requirements governing returned goods.Fire Mountain Gems and Beads, Inc. has always strived to put our customers first. We deeply regret any confusion, any concerns and certainly any discomfort our Return Policy change may have caused our customers. Please be assured that we will honor the return policy that was in effect at the time you made your purchase, subject to the terms and conditions of the return policy in effect at that that time. If you have any questions regarding this matter, please feel free to contact me directly.”All three of the cited complaints have been closed by the Revdex.com. Please feel free to enter this email in the record to reflects our latest attempt to resolved these matters.Thank you very muck [redacted].Sincerely, JimJim v[redacted], CIPOLegal and Compliance Officer
Complaint: [redacted]
I am rejecting this response because:I have returned a few items under your return policy that is on my receipts. That is a legal and binding contract. I have attached Photo of the top of the receipt. You can see the attachment .. but it says No Time Limit. There is no asterisk or anything stating that you can change your mind or policy at any time. This is all over two orders. Only partial returns on the orders. One was for $8.98 and the other total was $78.41. As I contented to make purchases, your receipts with the contract never changed until a purchase that I made on 1-5-17. Yes you state that you changed it in the middle of December. You did not inform via mail or email that you were going to be making the changes... did not email of send a letter after it was changed.. I expect that you would stand by the contract on the receipt. With that said, I agree and acknowledge the new return policy. It is noted and on the new receipts... I also agree that your return policy was outstanding, and do not blame you for changing it. Its still a great, above standard return policy. At the same time, you need to honor the contract from preciously purchased items.. I had returned my items to you when there was enough to fill a small flat rate box. it is not as though I was trying to hold onto items for great lengths. of time. I have nothing else to return, but I do expect you to stand by your contract that is in print on my receipts for those previous purchases. With all future orders falling under the new policy. I am not agruing you new policy and how amazing both of the policies are. Now, you have stated that someone should have already reached out to me to cleat this all up. no one has reached out to me - and in fact .. you have all of the items.. and I do not want them back, I expect you to stand by the binding contract on those returns.. and I need to follow the new policy from this point forward.. you are an amazing and generous company.. but that still does not justify you not accepting those returns. I have sent many many emails to be forwarded and looked at, I have filed a hold on the charges on my CC, on those ordered, but only for the value of the items that I returned and that you have in your posession.. and I do not expct them to be sent back, I expect you to stand by your own words and contract. Then to move forward under the new policy. Once again, its just those items, and I can certainly understand the change in policy, as I can see people taking advantage of it.. that is not me taking advantage of it, only expecting you to stand by it on my previous orders which will all be cleared up after these returns.. and you can use this against me, that I have no further returns after this based on the new policy or the old one.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I returned the order in the box it was sent in. They did not call me and we did not have this conversation. I only threatened to sue due to them sending an order I did not order and them being nasty about letting me return it. It was a shock to see the third charge on my card as well as all of the merchandise that was received. I did not get credit for items returned- they claim I kept- which I did not. There was only one packing list so it appeared that it was one big order not two separate orders. I was very careful about listing out for them everything I returned to them. I have documents I can submit that show what I returned but it will take longer than 30 minutes to upload them, they did not refund all I was due. I told them I did not order that large order but they were just very hateful to me about the whole thing. Give me the chance and I can submit the documents.Sincerely,[redacted]
[redacted] placed three orders with us in October, 2016. The first order was placed on October 29th, with two more placed on October 30th. On November 5th, [redacted] called our Customer Service Center to inform us that the Oct. 29th order contained items she thought she had deleted from the order before...
placing it. We suggested it was a good idea to check her order cart before she actually placed an order. We sent her a return label to facilitate the return of any unwanted items. On November 7th, [redacted] called our Customer Service Center again, this time claiming she had placed only one order on Oct. 30th, not two orders. Our records clearly show she placed two separate orders on that date. Nonetheless, we reminded [redacted] that we had sent her a return label and that once we received the merchandise she did not want, we would refund the full purchase price of those returned items. This did not seem to satisfy Betty, who threatened to sue us and said she would be complaining to the Revdex.com. We received the returned merchandise on November 15th. The return box was not the same box we had shipped the orders in. The returned merchandise in the box was a mess. Many products were not in their original packaging, others had been opened and contained incomplete quantities. Some products had missing labels. We contacted [redacted] that same day, [redacted] became angry when we asked her questions about the returned products, claiming she had received the order that way, saying she never went through any of it. The returned merchandise box contained only one order invoice, instead of the three sent (one with each order). [redacted] said she never received the other invoices, which are included with each order we send to every customer. Our Customer Service team spent several hours, over two days trying to organize the returned items so we could determine the refund amount due. Our refund policy is very liberal and allows for customers to returned products to us at any time if they decide they do not need them. All we ask is that the products be returned in their original, unopened packages, with the original receipt/invoice and, when possible, in the original box. [redacted] did not comply with these simple requirements, but nonetheless we refunded her the full amount for the product she returned to us. We are sorry [redacted] did not have a good experience with our company. We wish her well.
We initiated an investigation into the Revdex.com complaint (#[redacted]) by [redacted]. We reviewed her initial order and all of the subsequent online chats that followed.
Here is what appears to have...
happened.
On November 27, 2015 [redacted] began a shopping session during our Black Friday sale wherein she added certain product numbers to her online shopping cart. One of those items apparently was a Swarovski link, item number 1159fx, which was advertised as having a limited quantity available.
Limited quantity and close-out sales, by their very nature, offer great discounts on discontinued items. There is real competition for these products when we offer them in these sales. Unfortunately, due to the nature of online marketing, placing a product item into your cart does not mean the item is yours or even reserved to you. Every online marketer will attest to the fact that many customers place items into their carts and then never complete a sale at check-out. A sale only occurs when the customer has input the required information and clicked on the send or submit button and receives a conformation that the sale has been completed as submitted.
The online shopping cart is a convenient way for customers to aggregate their desired purchases into one check-out session. Normally, that is not an issue. However, when the selected product has been advertised as having a limited quantity available, waiting too long to check-out can become a risk. Swarovski products in particular are very popular and when we offer them at a reduced price, they normally do not last long.
Fire Mountain Gems and Beads did not remove any item from [redacted] cart. What happened was that when [redacted] proceeded to check-out, our system sought to verify availability of all of the items in [redacted] cart and found the item in question to be sold out and no longer available.
[redacted] spoke at length with our online chat customer service representatives, who did their best to explain what happened. We have the transcriptsof those chats and I have read through them. In an attempt to make things right with [redacted], we offered her replacement products that were as near as possible to the product she wanted. She refused to accept that resolution.
[redacted] has made it very clear that she wants item 1159fx and only that item. Unfortunately, the manufacturer has discontinued that product and we sold out our remaining inventory prior to [redacted] going through our checkout process. We cannot provide her with the resolution she desires.
Fire Mountain Gems and Beads wishes [redacted] well as she fights for her health.
We believe we now have this matted sorted out and wanted the Revdex.com to know we are reaching out to our customers to make sure any errors we may have made during this transition period are corrected. Here is an example of the email we are sending out to any customer who feels they were not allowed to return any item to us according to the return policy in effect at the time they made their purchase:“The December 15, 2016 change to Fire Mountain Gems and Beads, Inc. Return Policy only changed the length of time upon which we would allow a customers to hold a product before deciding to return it for a refund. All of the other provisions of the Pre-December 15, 2016 Return Policy change remain in effect under the new policy.We have always required that returned items be unaltered, in original condition and accompanied by the original invoice, in their original packaging and labels, et.al. We have never included in our policy any option for returns to be made by third parties to the original sale. Only the person making a purchase can claim an interest in our return policy guarantee. We posted our Return Policy change notice on www.firemountaingems.com on December 15, 2016, but regretfully our invoice paperwork changes were not put completely into effect until January 10, 2017. In addition, we were not clear enough with our customer service representatives’ instructions regarding the implementation details of our new policy and some of our customers were denied the opportunity to return items they were entitled to return based upon when they made their purchase. We have now clarified this matter internally.Fire Mountain Gems and Beads honor’s the Return Policy in place at the time a customer made a purchase from our company, subject to the terms and conditions in effect at that time. The customer’s original invoice date will determine which time limit pertains to a customer’s purchase. Purchases made on or before December 14, 2016 are subject to the Return Policy in effect at that time. Those purchases made on or after December 15, 2016 are subject to our new Return Policy. Where necessary, questions regarding purchases made between December 15, 2016 and January 9, 2017, where the customers Invoice contained written notation of the purchase being under the old policy, we will honor any return made subject to that Invoice’s date and language. All refunds are made via the same method as was used to make the purchase. Refunds to credit cards no longer valid, or where the credit card account has been closed, are reflected as a store credit in that customers Fire Mountain Gems and Beads account to be used for future purchases. Purchases made via a store credit may only be returned for a subsequent store credit, subject to our other long term standards and requirements governing returned goods.Fire Mountain Gems and Beads, Inc. has always strived to put our customers first. We deeply regret any confusion, any concerns and certainly any discomfort our Return Policy change may have caused our customers. Please be assured that we will honor the return policy that was in effect at the time you made your purchase, subject to the terms and conditions of the return policy in effect at that that time. If you have any questions regarding this matter, please feel free to contact me directly.”All three of the cited complaints have been closed by the Revdex.com. Please feel free to enter this email in the record to reflects our latest attempt to resolved these matters.Thank you very muck [redacted].Sincerely, JimJim [redacted], CIPOLegal and Compliance Officer
We believe we now have this matted sorted out and wanted the Revdex.com to know we are reaching out to our customers to make sure any errors we may have made during this transition period are corrected. Here is an example of the email we are sending out to any customer who feels they were not allowed to return any item to us according to the return policy in effect at the time they made their purchase:“The December 15, 2016 change to Fire Mountain Gems and Beads, Inc. Return Policy only changed the length of time upon which we would allow a customers to hold a product before deciding to return it for a refund. All of the other provisions of the Pre-December 15, 2016 Return Policy change remain in effect under the new policy.We have always required that returned items be unaltered, in original condition and accompanied by the original invoice, in their original packaging and labels, et.al. We have never included in our policy any option for returns to be made by third parties to the original sale. Only the person making a purchase can claim an interest in our return policy guarantee. We posted our Return Policy change notice on www.firemountaingems.com on December 15, 2016, but regretfully our invoice paperwork changes were not put completely into effect until January 10, 2017. In addition, we were not clear enough with our customer service representatives’ instructions regarding the implementation details of our new policy and some of our customers were denied the opportunity to return items they were entitled to return based upon when they made their purchase. We have now clarified this matter internally.Fire Mountain Gems and Beads honor’s the Return Policy in place at the time a customer made a purchase from our company, subject to the terms and conditions in effect at that time. The customer’s original invoice date will determine which time limit pertains to a customer’s purchase. Purchases made on or before December 14, 2016 are subject to the Return Policy in effect at that time. Those purchases made on or after December 15, 2016 are subject to our new Return Policy. Where necessary, questions regarding purchases made between December 15, 2016 and January 9, 2017, where the customers Invoice contained written notation of the purchase being under the old policy, we will honor any return made subject to that Invoice’s date and language. All refunds are made via the same method as was used to make the purchase. Refunds to credit cards no longer valid, or where the credit card account has been closed, are reflected as a store credit in that customers Fire Mountain Gems and Beads account to be used for future purchases. Purchases made via a store credit may only be returned for a subsequent store credit, subject to our other long term standards and requirements governing returned goods.Fire Mountain Gems and Beads, Inc. has always strived to put our customers first. We deeply regret any confusion, any concerns and certainly any discomfort our Return Policy change may have caused our customers. Please be assured that we will honor the return policy that was in effect at the time you made your purchase, subject to the terms and conditions of the return policy in effect at that that time. If you have any questions regarding this matter, please feel free to contact me directly.”All three of the cited complaints have been closed by the Revdex.com. Please feel free to enter this email in the record to reflects our latest attempt to resolved these matters.Thank you very muck [redacted].Sincerely, JimJim v[redacted], CIPOLegal and Compliance Officer