GoJane.com

Initial Business Response /* (1000, 5, 2016/03/16) */
Contact Name and Title: [redacted] C. S. Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gojane.com
The coupon Ms. [redacted] is referring to is only initially issued once a year on the birth date provided by the customer. In this case, the...

coupon code was issued to Ms. [redacted]'s [redacted]@gmail.com email address. Ms. [redacted] has already used the coupon code in question twice on 3/11/2016, once through a customer service representative and once online. Unfortunately, the coupon is now voided and we are not able to honor the coupon code a third time. We do have a 20% off code available for regular priced items that has been made available for Ms. [redacted] if she wishes to continue with an order at this time. Currently, we see Ms. [redacted] has already placed a new order on 3/16/2016 with the available 20% off promotion. We consider this matter resolved.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it ridiculous that the company has put my personal email address out publicly for everyone to review. I would like this response stricken due to confidentiality reasons. Also, I have emails that I will gladly include and attach a plethora of emails from several very rude customer service representatives that represent the Go Jane Company. This matter is not resolved by far! The fact of the matter is they send coupons to customers that cannot be used. It does not matter whether its a birthday coupon or not, a 20% off coupon, and/or a free shipping coupon, they do not work! Period!

I am rejecting this response because:The company states that they pride themselves on customer service?Yet they refuse to acknowledge an issue with the product that they provided in which I was not satisfied with and refused to recover shipment charges. It has very little to do with preferences and a lot to do with quality. Your product is not quality. I will not shop at GoJane in the future for denying that your product is not as it is described. The companies personal opinion matters little to my complaint. The shoes were too big around the ankle, simple as that. Theres no argument about that. It's a fact.

After reviewing the complaint regarding the order, our company has determined that there is not a defect in the item. The photos the customer provided show that the item fits loosely on the customer's ankle which is the same fit shown in our posted photos on our website. included in this rebuttal...

are the photos provided by the customer compared to the item as posted on our website, showing that the item fits the customer as intended and as displayed prior to purchase. The fit the customer experienced is not attributed to any manufacturer error or defect, and the complaint has been determined to be based solely on customer preference. As posted on our website, customers are responsible for the return shipping for any sizing issue or if they do not wish to keep the item. Here is our posted policy regarding damaged items: If you find an item to be damaged, defective, or incorrect, please contact a Customer Service representative before returning your item so that we may assist you accordingly. Damaged items will need to be reported within 5 days of delivery. Photos will be required for any report of damage. At this time, the customers report does not fit our standards for a damaged item and the return would fall into our standard return policy: Here at GoJane we pride ourselves on customer service and satisfaction. So if for some reason you are not happy with your order, you can send it back for a refund or exchange as long as it is within 30 days of the ship date (returning package must be postmarked as so) and the merchandise has not been worn, washed, or altered in any way. Original shipping and handling charges are not refundable, and the customer is responsible for return shipping with the carrier of his or her choice. We recommend shipping your item(s) back with both insurance and a tracking number -- that way you are protected from the possibility of loss during shipping and will know whether your package has been received by our warehouse. Returns and exchanges generally take 7 business days to complete once received. Please keep in mind that it may take an additional 7 business days for your refund to be posted to your credit card account. Once a return as been processed, you will receive a confirmation email. Any item returned without its original tag or shoe box may be assessed a $1 restocking fee. Send all return/exchange merchandise to: GoJane Returns 950 N. Barrington Ave. Ontario, CA 91764 USA