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]
Complaint: [redacted] I am rejecting this response because: I returned the order in the box it was sent inThey did not call me and we did not have this conversationI only threatened to sue due to them sending an order I did not order and them being nasty about letting me return itIt was a shock to see the third charge on my card as well as all of the merchandise that was receivedI did not get credit for items returned- they claim I kept- which I did notThere was only one packing list so it appeared that it was one big order not two separate ordersI was very careful about listing out for them everything I returned to themI have documents I can submit that show what I returned but it will take longer than minutes to upload them, they did not refund all I was dueI told them I did not order that large order but they were just very hateful to me about the whole thingGive me the chance and I can submit the documents.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I have returned a few items under your return policy that is on my receiptsThat is a legal and binding contractI have attached Photo of the top of the receiptYou can see the attachment but it says No Time LimitThere is no asterisk or anything stating that you can change your mind or policy at any time This is all over two ordersOnly partial returns on the ordersOne was for $and the other total was $ As I contented to make purchases, your receipts with the contract never changed until a purchase that I made on 1-5-Yes you state that you changed it in the middle of DecemberYou did not inform via mail or email that you were going to be making the changesdid not email of send a letter after it was changedI expect that you would stand by the contract on the receiptWith that said, I agree and acknowledge the new return policyIt is noted and on the new receiptsI also agree that your return policy was outstanding, and do not blame you for changing itIts still a great, above standard return policy At the same time, you need to honor the contract from preciously purchased itemsI had returned my items to you when there was enough to fill a small flat rate boxit is not as though I was trying to hold onto items for great lengthsof 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 purchasesWith all future orders falling under the new policyI am not agruing you new policy and how amazing both of the policies areNow, you have stated that someone should have already reached out to me to cleat this all upno one has reached out to me - and in fact you have all of the itemsand I do not want them back, I expect you to stand by the binding contract on those returnsand I need to follow the new policy from this point forwardyou are an amazing and generous companybut 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 posessionand I do not expct them to be sent back, I expect you to stand by your own words and contractThen to move forward under the new policyOnce again, its just those items, and I can certainly understand the change in policy, as I can see people taking advantage of itthat 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 returnsand 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]
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 correctedHere 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, change to Fire Mountain Gems and Beads, IncReturn 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 refundAll of the other provisions of the Pre-December 15, 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.alWe have never included in our policy any option for returns to be made by third parties to the original saleOnly the person making a purchase can claim an interest in our return policy guaranteeWe 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, 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 purchaseWe 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 timeThe customer’s original invoice date will determine which time limit pertains to a customer’s purchasePurchases made on or before December 14, are subject to the Return Policy in effect at that timeThose purchases made on or after December 15, are subject to our new Return PolicyWhere necessary, questions regarding purchases made between December 15, 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 languageAll refunds are made via the same method as was used to make the purchaseRefunds 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 purchasesPurchases 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, Inchas always strived to put our customers firstWe 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 timeIf 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.comPlease 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
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 correctedHere 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, change to Fire Mountain Gems and Beads, IncReturn 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 refundAll of the other provisions of the Pre-December 15, 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.alWe have never included in our policy any option for returns to be made by third parties to the original saleOnly the person making a purchase can claim an interest in our return policy guaranteeWe 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, 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 purchaseWe 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 timeThe customer’s original invoice date will determine which time limit pertains to a customer’s purchasePurchases made on or before December 14, are subject to the Return Policy in effect at that timeThose purchases made on or after December 15, are subject to our new Return PolicyWhere necessary, questions regarding purchases made between December 15, 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 languageAll refunds are made via the same method as was used to make the purchaseRefunds 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 purchasesPurchases 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, Inchas always strived to put our customers firstWe 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 timeIf 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.comPlease 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
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]
Complaint: [redacted] I am rejecting this response because: I returned the order in the box it was sent inThey did not call me and we did not have this conversationI only threatened to sue due to them sending an order I did not order and them being nasty about letting me return itIt was a shock to see the third charge on my card as well as all of the merchandise that was receivedI did not get credit for items returned- they claim I kept- which I did notThere was only one packing list so it appeared that it was one big order not two separate ordersI was very careful about listing out for them everything I returned to themI have documents I can submit that show what I returned but it will take longer than minutes to upload them, they did not refund all I was dueI told them I did not order that large order but they were just very hateful to me about the whole thingGive me the chance and I can submit the documents.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I have returned a few items under your return policy that is on my receiptsThat is a legal and binding contractI have attached Photo of the top of the receiptYou can see the attachment but it says No Time LimitThere is no asterisk or anything stating that you can change your mind or policy at any time This is all over two ordersOnly partial returns on the ordersOne was for $and the other total was $ As I contented to make purchases, your receipts with the contract never changed until a purchase that I made on 1-5-Yes you state that you changed it in the middle of DecemberYou did not inform via mail or email that you were going to be making the changesdid not email of send a letter after it was changedI expect that you would stand by the contract on the receiptWith that said, I agree and acknowledge the new return policyIt is noted and on the new receiptsI also agree that your return policy was outstanding, and do not blame you for changing itIts still a great, above standard return policy At the same time, you need to honor the contract from preciously purchased itemsI had returned my items to you when there was enough to fill a small flat rate boxit is not as though I was trying to hold onto items for great lengthsof 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 purchasesWith all future orders falling under the new policyI am not agruing you new policy and how amazing both of the policies areNow, you have stated that someone should have already reached out to me to cleat this all upno one has reached out to me - and in fact you have all of the itemsand I do not want them back, I expect you to stand by the binding contract on those returnsand I need to follow the new policy from this point forwardyou are an amazing and generous companybut 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 posessionand I do not expct them to be sent back, I expect you to stand by your own words and contractThen to move forward under the new policyOnce again, its just those items, and I can certainly understand the change in policy, as I can see people taking advantage of itthat 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 returnsand 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]
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 correctedHere 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, change to Fire Mountain Gems and Beads, IncReturn 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 refundAll of the other provisions of the Pre-December 15, 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.alWe have never included in our policy any option for returns to be made by third parties to the original saleOnly the person making a purchase can claim an interest in our return policy guaranteeWe 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, 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 purchaseWe 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 timeThe customer’s original invoice date will determine which time limit pertains to a customer’s purchasePurchases made on or before December 14, are subject to the Return Policy in effect at that timeThose purchases made on or after December 15, are subject to our new Return PolicyWhere necessary, questions regarding purchases made between December 15, 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 languageAll refunds are made via the same method as was used to make the purchaseRefunds 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 purchasesPurchases 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, Inchas always strived to put our customers firstWe 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 timeIf 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.comPlease 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
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 correctedHere 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, change to Fire Mountain Gems and Beads, IncReturn 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 refundAll of the other provisions of the Pre-December 15, 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.alWe have never included in our policy any option for returns to be made by third parties to the original saleOnly the person making a purchase can claim an interest in our return policy guaranteeWe 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, 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 purchaseWe 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 timeThe customer’s original invoice date will determine which time limit pertains to a customer’s purchasePurchases made on or before December 14, are subject to the Return Policy in effect at that timeThose purchases made on or after December 15, are subject to our new Return PolicyWhere necessary, questions regarding purchases made between December 15, 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 languageAll refunds are made via the same method as was used to make the purchaseRefunds 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 purchasesPurchases 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, Inchas always strived to put our customers firstWe 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 timeIf 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.comPlease 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