Gwynnie Bee Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Since this complaint was made, Complainant *** *** has responded to our garment recovery email with the following email, dated March **, 2016, confirming that she
did indeed have the items contested in her possession: "*** *** * *** * *** *** *** ** ** *** ** *** ** *** *** *** *** *** *** ** *** *** * *** *** *** ** *** *** *** *** *** *** *** ***" This is in response to an email listing the following items: Poppy Red Belted Wrap Dress Bermuda Dress in Teal Berry Kloey Top In Splash Print Bright Botanical Print Blouse Dot Print Cut Out Top Baylie Dress Blouson Knit Dress In Garden Floral Sweater Dress In Sapphire Stripe Sweater Dress In Ultra Violet Print Wrap Dress In Crimson CherryTotal value: $We have not yet received these garments back to our warehouse, but we are on the lookout for the shipment from Complainant We will follow up with Complainant when we do

Respectfully, we must disagree with Complainant.  We have been very cooperative, even extending her a full one month refund, which we were not required to do.  Speaking from personal experience, I know many other businesses would not have - indeed, most subscription services have strict no-refund policies.  As stated in previous responses, and supported fully by all evidence, all charges were authorized and completely within our terms, which Complainant agreed to upon joining, forming a binding contract.  Any charges were a result of Complainant's conscious decision not to cancel, as per her own admission. If there is additional evidence that we have not yet been provided that supports Complainant's position, we ask her to forward it to us for review - we are committed to doing what is right, and would happily extend a refund if there was any indication that the charges were indeed fraudulent.  Repeated independent reviews have shown that that is not the case, however.  We are happy to cooperate to resolve conflicts, but that not does not mean we must capitulate to any and all demands.  Ultimately, the conscious decision Complainant made not to add garments or cancel her account is her responsibility as a party entering into a contract for a subscription service.  As it stands, all charges were authorized and proper. As we have already extended a courtesy refund, we will not be extending an additional refund, barring the provision of evidence that it is proper.

Complainant [redacted]...

[redacted] subscribed to the one-garment-at-a-time service on July **, 2015.  At the time of the complaint, Complainant's account was still active, and there were four garments in her At Home section, indicating they were in her possession. Upon receiving her complaint, we investigated to see whether the garments were returned or lost.  There has been no activity on any of the unused return bags she was provided, and Complainant stated she returned using one of our blue bags. We also have no record in our system of previous cancellation or an attempt at cancellation.  Per our Terms of Service, we do not refund for service used, but as we have been unable to resolve the status of the four garments in Complainant's At-Home session, we are extending her a courtesy refund of $93.63.

Complainant [redacted] states that she cancelled on October **, 2014, but there is no record of a cancellation in our system.  Complainant has not yet returned four (4) of our garments which are in her possession (ABS Squared Neck Dress; Flor Rose Peacock Fit & Flare Dress; Xtwo Laveda...

Top; and Spruce & Sage Vintage Paisley Bohemian Dress.  The total value of these four garments is $639.50.  Per our terms of service, we are permitted to charge for the total value of the garments if they all are not returned within 7 days of cancellation.  This 7 day return window is laid out in the cancellation process as well, so Complainant would have been on notice that she must return the garments if she completed the process as claimed.  Moreover, by keeping the garments at home since October [redacted], Complainant has been utilizing the service for its very purpose: Renting clothing.  Because we would like to solve this matter amicably, we will follow the Revdex.com mediator’s recommendation for resolution.  If found to be necessary, we can issue Complainant a refund of the $83.74 monthly service charge upon receipt of our garments, in similar condition to that which she received them.  If she no longer has our prepaid return bags, we can send her prepaid shipping labels.Additionally, we are developing updates to our cancellation system to add new failsafes to the process in order to address Complainant’s concerns.

Complainant's refund has been issued. We apologize for any delay - we were under the impression that we should wait for a final determination from the Revdex.com mediator, as reflected in our original resolution letter.  After discussing with the mediator, we now understand that they do not provide recommendations, and we immediately issued the referenced refund accordingly.  We apologize for any confusion - we were simply attempting to follow procedure to the best of our understanding, and thought a third party determination was pending.  Again, the refund has now been issued, and I will follow up with Complainant via phone to confirm receipt of the funds.

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 and the matter has been resolved.
Sincerely,
[redacted]

Complainant [redacted] [redacted] signed up for a subscription on September **, 2015, and was first billed one month later (October **, 2015) upon the expiration of her free trial, per the monthly billing plan she signed up for. We do not typically offer refunds, but as Complainant...

cancelled on the day of her billing date, and promptly returned all items she had at home within the 7 day return period, we have already refunded her as a courtesy.  The refund was processed on October **, 2015 for the cost of both the subscription price of $83.19 and the paid item upgrade of $23.17, for a total of $106.36.

Complainant [redacted] filed this complaint on June *, 2015.  At that time, we were already in the process of locating the garment, and a manager was able to track it down using the additional information provided by Complainant on June [redacted].  When the garment was found, we promptly...

refunded Complainant for the full amount.  The charge was made due to an error made by one of our warehouse associates, who has been dealt with accordingly.  We sincerely apologize for any inconvenience caused by this mix up.  In addition to the refund, we would like to offer Complainant a discount should she choose to rejoin and allow us to make it up to her.

Complainant [redacted] alleges that she did not receive full service in December and January.  However, we have thoroughly investigated Complainant’s account, and all evidence shows this allegation to be false.  Complainant was on the 3 items out at a time rental plan, and received a...

complimentary one item upgrade, taking her plan total to 4 items.  Per our Terms of Service, which Complainant agreed to when she signed up on October **, 2014, the items are considered “At Home” until they are delivered to us.  In order to speed turnaround times, however, we provide a feature called “Return Notification.” Using this feature, a customer can let us know when they are shipping items back, so we can start preparing a new shipment for them.  This feature requires 2 clicks in the customer’s closet page, and we recommend it so members can get the most out of the service.  Complainant had regularly used the Return Notification feature throughout the month of November, but for some reason ceased to so after November [redacted], 2014.  As we had no notification that the garments were being sent back to us, Complainant’s next shipments were not prepared until we physically received the garments.  All shipments were timely made by 3 days after receipt of the returns, as per our standard shipping goal.  Any delays in shipping made between the time Complainant sent the garments back and our receipt of them were on the part of the [redacted], likely due to the combination of increased holiday traffic and winter storms. These postal delays would have been mitigated had Complainant continued to use the Return Notification feature, but her choice not to did not result in an interruption of service - indeed, all shipments were timely made.  As a courtesy for the perceived delay, a customer service representative offered her a $20 discount on her next month of service.  The representative noted in that correspondence that Complainant was at one point below her shipment minimum, and assumed (incorrectly) that may have been the source of delay.  On our full investigation, however, we have determined that there was no delay in shipping on our end, and at all times we provided service in a timely fashion as laid out in our Terms.  Furthermore, Complainant has improperly retained our garments for more than seven days past her cancellation date.  Per our Terms, and as laid out in the cancellation process, customers must either purchase the garments they have at home or return them using the prepaid shipping bags.  We encourage members to return the garments soon after cancellation so they will be sure to arrive before the close of the seven day window.  Complainant cancelled on January **, 2015, and we received the last of our garments on February [redacted], 2015, 14 days after cancellation.  The other garment she had with her at the time of cancellation was returned on February 5th, 12 days after cancellation.  Per our Terms, which Complainant agreed to, we have a right to charge Complainant for the replacement value of the garment after the seven day courtesy window has passed.  As a courtesy, we did not charge Complainant for the replacement value of the garments while this matter was being resolved. As we provided Complainant full service throughout her membership, and she has received at least 12 extra rental days after cancellation, we will not be able to provide a refund.

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 and the matter has been resolved.
Sincerely,
[redacted]...

The attached list of tracking numbers is a complete list of prepaid return labels sent to Complainant Ms. [redacted].  Per the [redacted], all bags she has mailed have been delivered to us, and there is no activity (after the creation of the label on our end) on any of the other bags we provided.  Our internal garment identification numbers for the four garments outstanding are as follows: 5430-MUL-1X; 5278-YEL-18; 4241-MUL-16W; and 4222-MUL-1X.  None of these garments were in the bags delivered to us.  As there is no indication that the remaining bags were ever utilized to return these four garments, we ask Complainant to compare the numbers on the bags in her possession to those on the attached list to help us sort out this matter.

Complainant [redacted] cancelled her account on December [redacted], 2014.  Per our Terms of Service, and as detailed in the cancellation process, canceling members with garments at home can either purchase the garments for a discounted price, or must return them to us within seven days of...

cancellation.  We recommend that customers mail garments back with our prepaid shipping labels as soon as possible after cancellation to make sure they get back to us within the seven day window.  At the time of cancellation, three garments were shown with Complainant.  We received one garment (the Three Dots Brushed Sweater Crewneck Dress) 12 days after her cancellation.  Per our terms, we would have been able to charge her for the replacement value of this garment after 7 days, but we did not as a courtesy to her.  At all times we have handled Complainant's account in good faith.  As for the missing garments at issue, we have investigated the other two garments through [redacted] and our internal system.  We can find no indication that the garments were shipped, but at this point, we are willing to close the matter and stop all future charges for these garments to Complainant.  We simply ask that Complainant send us a sworn statement of the details of her shipment for our file, as we will attempt to pursue this further with [redacted] claims.

Complainant [redacted] cancelled her account on January [redacted], and return notified for all three garments she had at home the same day.  Per our Terms of Service, which Complainant agreed to upon joining, all garments must be returned within seven (7) days of cancellation or a customer will...

be charged for the outstanding garments. As we did not receive the garments within the 7 day grace period, we sent Complainant our standard garment recovery emails on February [redacted] and [redacted], letting her know of the upcoming charges. After notifying her of such and receiving no response, we charged her the $246 value of the three garments outstanding.  She contacted us after being charged, and we conducted a thorough internal investigation of the matter, checking for activity on the prepaid return bags sent to Complainant, and re-searching our warehouse for the garments in question.  As of March **, 2015, when a customer service followed up with Complainant, there was no evidence that the garments were shipped back to us.  As of today, at the completion of another investigation, there is still no evidence that the garments were shipped.  All charges were fully authorized, and were done well after the expiration of the grace period - in fact, Complainant was not charged until 42 days after her cancellation.  However, we are willing to give Complainant a courtesy refund upon receipt of a sworn affidavit of the details of when and where she shipped the missing garments.  We can then pursue this matter with the [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They are not addressing the fact that I had notified them about the two dresses that I had already returned and were still showing on my account back in October of 2014.  I sent them the information about when and where I dropped them off for return (using the labeled blue bag they provided) at least three times.  They failed to follow up and resolve the matter.  The last dress I sent back was sent back within the seven day window, their statement of me taking 12 days to return it is false.  I understand if they did record the dress as returned until 12 days later if they are including weekends and holidays as "days" after I dropped it for return.  The business is not acknowledging their responsibility in the matter of the returned dresses.  Their response has been to harass me and threaten to charge me for their mistake.  This has caused me stress and time.  Their response adds insult to injury.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complainant [redacted] signed up for a three item plan on November *, 2014.  Upon signing up, Complainant agreed to our Terms of Service, which noted that she would be billed monthly unless she cancelled.  Complainant did not cancel, so she was billed monthly as...

per our terms, first for the $10 trial on November *, and then again in December and January at the regular monthly price for the 3 item plan, as per our terms.  As Complainant did not reach the minimum virtual closet number of eight items (a requirement laid out clearly upon joining), she was not shipped any garments.  We repeatedly reached out to Complainant requesting that she add clothing to her closet to meet this minimum for shipping, but she did not do so.When she reached out to us on January [redacted] regarding the charges on her account, a customer service representative explained our terms of service to her, and that we would not be able to give a refund for all months requested.  Despite all charges made being within our terms, we extended a refund for a full month’s service charge ($85.91) to Complainant as a gesture of good faith.  Complainant failed to mention this refund in her complaint to the Revdex.com, which she made a day after the refund was issued. Indeed, she demanded this same amount again.  Furthermore, Complainant’s accusations of us finding her new card number and making unauthorized charges are false.  As evidenced by the Braintree records attached, the card Complainant signed up with remained the same throughout the duration of her membership.  If any changes to the card were made, they must have been made by her bank.  As for authorization, all charges were unequivocally authorized under our Terms of Service, which Complainant agreed to upon signing up for service.  There was no fraudulent intent or action on our part, and any time Complainant spent at her bank was a result of either her admitted intentional inaction (deciding not to cancel because she assumed she was “in the clear”); her bank reactivating the card (if applicable); or a combination of both.

Complainant [redacted] first emailed on December [redacted], 2014, asking to cancel her account.  We do not process cancellations via email, so a customer service representative responded with the following the same day: “We hate to see you go and would love to have you back when you...

are ready in future! If you are sure you would like to cancel at this time just follow these easy steps:  1. Sign in to your account and then click on your name at the top of the page  2. Go down to the section titled Membership Details3. Click on "cancel membership" and complete your cancellation  Please let me know if you have any questions, or if there's anything I can do to help!”Complainant responded that she could not find her name, so another customer service representative replied, explaining Complainant could access the cancellation process through the “Your Account” page, walked her through the steps, and asked her to email back if she had any more questions.  We received no further response from Complainant until January [redacted], when she again emailed asking to be cancelled.  We ended up manually canceling Complainant’s account on her express request, and told her we were looking into a refund on the evening of January [redacted].  She filed this complaint the same day before we could back to her.  We were prepared to offer her the requested refund at that time, but upon receipt of the Revdex.com complaint, we launched a full investigation.  It it our finding that Complainant was likely logged in to her guest account under a different email address, which is why she could not find her account information.  However, we have extended a courtesy refund to her. This refund was processed on January [redacted] (please see attached, for internal use only).

Revdex.com:
At this time, my complaint, ID [redacted] regarding Gwynnie Bee Inc. has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,
[redacted]

Complainant [redacted] received two separate promotions for 35% off her "at home" items through our "Try Then Buy" program.  The promotion already was applied to her account when she received the garment initially, so the first price she saw was not the base price, but the discounted...

price.  Thus, when she saw the email about the second 35% off promotion, there was some confusion about the discount.  We've reached out to Complainant to explain the pricing and offer an additional discount as a gesture.  Complainant can call to redeem.

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 and the matter has been resolved.  Although I do NOT  appreciate the business sullying my character by the way it stated that I wanted a refund because I lost my job.  This does not make the company look good to consumers.  As I have stated before.  Every effort was made to contact the company by phone but all I got was a recording and music that never ended.  After holding for more than 5 minutes.  I hung up and I did not try to contact them the Labor Day weekend.   I am very used to companies who excel in customer service including those who would have refunded me the full $64.00  as a courtesy instead of prorating it down to $38.00 and change  which I will accept.  Perhaps they can take a message from [redacted]:  [redacted], founder of [redacted] Inc., abillion-dollar cosmetics company, makes a similar point, saying, “People aredefinitely a company’s greatest asset. It doesn’t make any difference whetherthe product is cars or cosmetics. A company is only as good as the people itkeeps.”Retrieved June *, 2008, from [redacted]
Sincerely,
[redacted]