Grace Eleyae, Inc.

Initial Business Response /* (1000, 13, 2016/01/29) */
***Document Attached***
To whom it may concern,
Regarding Case # XXXXXXXX
We would like to respond to this complaint and be able to explain on our end what had happened
We sent our customer three different orders
12/01/15- the
package was returned to us because of an insufficient address
12/12/15- the package was returned again to again
12/21/15- the package was returned to us
On our customer service end, we would like to resolve this and have her receive her package or we would be happy to refund her
Currently she has issued a charge back to Paypal, which disables our company from refunding her.We would also like to update her address so that the package will successfully make it to her
We apologize for the inconvenience and frustration this has caused her and would appreciate the opportunity to redeem the situation in one way or another
We pride ourselves in being a company of integrity, who puts the concerns of our customers above everything
We will also be contacting her to explain the issue
Thank you for your consideration,
***
Customer Service
Satin lined Caps by Grace Eleyae

After seeing their ads on Instagram, I placed an order on Dec 1,to take advantage of a BOGO promotion this store hadOn the website they had a large banner stating “BOGO free on all collections” and in smaller print it stated add products of the same collection and the price of one of them will be taken off in your cartsThere was also a list of all the collections next to the big BOGO adI added of their satin lined slaps and warm slapsHowever, there were some issues at checkout updating the pricesSatin line slaps were taken off but I was still charged for both of the warm slapsI went ahead with the transaction so I wouldn’t miss out on the promo, thinking that they would make the adjustment later as I saw in their help area that they can assist if a customer has issues having a discount appliedI messaged their support team with screenshots of their ad and of what I was charged to request a refund on one of the warm slaps only to be told that The new winter items (foldover warm slaps, fedoras, slouchy warm slaps, warm turbans, berets and warm headbands) were not a part of this BOGO special Mind you there wasn’t any exception listed on the website at the time of purchaseFurthermore, I saw a comment for Grace Eleyae to a IG follower stating that in order for the discount to apply, the items have to be from the same collection and warm slaps was listed as an example (I have a screenshot of it as well)This company doesn’t care about fixing their mistakeThe error is on their endThey should have been clear that the promotion was on select productsThey should issue me a refund for the warm slap because I followed the instructions they published on their siteI will not do business with them ever again as they lie with their ads and are full of excuses even when the evidence shows they are in the wrongThey even deleted my post on IG calling out their scamYou really don’t want to deal with themOnce they have your money they don’t care to fix their wrongs

To begin, this site had a deal for Black Friday where they advertised that everything on their site was half offThis wasn't trueOnly certain items were, which you didn't find out until you were in the booking processSecondly, the product that I received looked NOTHING like what was advertisedI was expecting a nice scully-type hat, and what I received was essentially a stocking capIt was tight, and showed every bump in my headThis hat was advertised to women of color whom have different types and textured hair, however this hat was more like Underarmour for your headIt was not like what was pictured whatsoeverThird, when trying to return the item, I had to contact the company to follow up about my refundIt's like they just wanted me to forget about the whole thingAdditionally, I was not given the accurate pricing that was stated would be returned to meI feel completely robbedThis business is a complete crock from start to finishI would never recommend purchasing through this company

I received a forwarded notice of complaint from on January 26th It took some time for me to investigate what happenedWhen I went back in to respond, the notice said their was nothing further for us to do about the complaint, yet the notice had given us days to respond. We had a
50% off site-wide sale from January 1st to 15thA few days before the sale was over, we ran out of some items and had to move to 50% off selected itemsUnfortunately, due to the loss of our operations manager, updates on Facebook did not happen immediatelyWe rectified the situation as soon as we found out, and sincerely apologize for any misunderstandingThe oversight was not intentional, nor falseWe certainly would have honored the 50% off any available item, but this customer did not buy from us

This company has an ad running on Facebook stating 50% off sitewide When the website is accessed for shopping, some of the items are not on sale at allWhen I contacted them to ask about it, I first got no response by email Later I did a live chat with a representative who said they were not honoring the ad I have a screen shot of the ad and the refusal to honor it
Additionally, the company is charging $to ship an item that only weighs a few ounces They are decptive