Glassybaby LLC

to whom it may concern- glassybaby is responding to reference [redacted] sent from [redacted] on On [redacted] placed an order online for $(glassybaby and box of beeswax tealights)She returned her order using an online return shipping label provided from our fulfillment centerHer reason for returning the votives is that she felt the colors did not look like they appeared on our website Unfortunately, we did not hear back from [redacted] until March via our [redacted] In her message [redacted] checked on the status of her return and asked if she would be receiving a store credit or a refund? We needed to make sure the package had physically arrived so with the help of [redacted] we were able to do so On march 18th, [redacted] called customer service and was wondering why her account had not be creditedCustomer Service shared with her that we do not do returns, we only do exchangesHer response back was that she did not want to shop with our company and wants her $back on her credit card and not on a glassybaby gift card.(Remember this was months later after her purchase) [redacted] then asked to speak to someone else I spoke to [redacted] over the phone and listened to her story about how she was unhappy with the colorsI acknowledged her unhappiness but explained to her that we do not do returnsOur company has never done returnsWe give 10% back to charities that help with hope and healingIf we did do returns we would be taking money back from the charitiesI also shared with her that we would be happy to have our web manager who has been with us for years hand pick glassybaby to her liking and send them to her to look at and hopefully find her matching colorsif she did not want to do that glassybaby would issue her a gift card for $She was not open to either of those ideas below is a copy of our exchange policy that is printed on each customers invoice that is sent to them Exchange Policy We would be more than happy to exchange your glassybabyplease contact our customer service by e-mailing us at [redacted] , by calling [redacted] (U.Stoll free) or [redacted] (international) Your total satisfaction is our top priority we did ship her a "sorry" glassybaby along with her gift card of $ [redacted] -- [redacted] glassybaby | senior vice president of retail | [redacted] glassybaby.com • facebook • instagram • twitter • pinterest

Complaint: ***I am rejecting this response because: I was in touch with the company prior to March - many times I sent emails that were unreturned and left voice messages that were also unreturned There was never any indication on their website when choosing products or anywhere during the checkout process that I wouldn't be able to return the items and receive a monetary refund It's incredibly misleading, especially when the items they sell do not even closely resemble what is shown on their website I've done a lot of online shopping in the past and I've never experienced anything like this - I'm incredibly disappointed in the unfortunate way that they've handled this entire situation I will never shop with this company again After everything I don't feel comfortable doing any type of business with them If they were truly "sorry" they would simply refund my money - not send me a free candle holder titled 'sorry.'Sincerely,*** ***

to whom it may concern-
glassybaby is responding to reference [redacted] sent from [redacted] on 6.1.15 
 
On 12.13.14 [redacted] placed an order online for $322.00 (7 glassybaby and 1 box of beeswax tealights). She returned her order using an online return shipping label provided from our...

fulfillment center. Her reason for returning the votives is that she felt the colors did not look like they appeared on our website. 
 
Unfortunately, we did not hear back from [redacted] until March via our [redacted]. In her message [redacted] checked on the status of her return and asked if she would be receiving a store credit or a refund? We needed to make sure the package had physically arrived so with the help of [redacted] we were able to do so. 
 
On march 18th, [redacted] called customer service and was wondering why her account had not be credited. Customer Service shared with her that we do not do returns, we only do exchanges. Her response back was that she did not want to shop with our company and wants her $322 back on her credit card and not on a glassybaby gift card.(Remember this was 3 months later after her purchase) [redacted] then asked to speak to someone else. 
 
I spoke to [redacted] over the phone and listened to her story about how she was unhappy with the colors. I acknowledged her unhappiness but explained to her that we do not do returns. Our company has never done returns. We give 10% back to charities that help with hope and healing. If we did do returns we would be taking money back from the charities. I also shared with her that we would be happy to have our web manager who has been with us for 6 years hand pick glassybaby to her liking and send them to her to look at and hopefully find her matching colors. if she did not want to do that glassybaby would issue her a gift card for $322.00. She was not open to either of those ideas. 
 
below is a copy of our exchange policy that is printed on each customers invoice that is sent to them. 
Exchange Policy
We would be more than happy to exchange your glassybaby. please contact our customer service by e-mailing us at [redacted], by calling [redacted] (U.S. toll free) or [redacted] (international).
Your total satisfaction is our top priority.
we did ship her a "sorry" glassybaby along with her gift card of $322. 
[redacted]
--
[redacted]glassybaby | senior vice president of retail | [redacted]
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