Gwynnie Bee Inc.

Revdex.com:After much time and back and forth I agreed to a settlement.  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] signed up for a 30 day free trial on September **, 2014.  During her free month, Complainant was given a complimentary seven day extension of her trial period, moving her automatic billing date to October [redacted].  Her card was declined on October [redacted].  On November...

[redacted], we sent Complainant the following email:“Hey there [redacted],We hope you have enjoyed your Gwynnie Bee experience so far. Unfortunately, when we tried to charge the credit card we have on file for your service, the charge did not go through. In order for us to continue to deliver the Gwynnie Bee service you have come to love, we need you to update your credit card information on your account page. Cheers,The Gwynnie Bee TeamP.S. As always, let us know if you have any questions, comments or feedback. We’re happy to help the best we can.”A second attempt to charge her card for the monthly fee was made on November [redacted], and the card was again declined.  On November [redacted], we sent another reminder email:“Hey there [redacted],It looks like you are still enjoying your Gwynnie Bee subscription, which we love to see!But…we’ve tried to charge your card twice with no luck. Please update your credit card information as soon as possible so we can keep serving you. When you do, we’d love it if you could give us a shout to let us know. Until your card is updated, we will not be shipping any garments to you.Cheers!The Gwynnie Bee TeamP.S. As always, let us know if you have any questions, comments or feedback. We’re happy to help the best we can.”On November [redacted], the charge went through, and we resumed shipment to Complainant accordingly.  There is no record of Complainant contacting Customer Service at any point: She never replied to the credit card update emails, and there is no record of Complainant canceling through our system.  Indeed, Complainant was on notice that her card was going to be charged for her second month of service, as we sent her two emails about the charge.  As of today, Complainant’s account is still active.  Moreover, Complainant still has three garments at home: Nic + Zoe Tonal Waves Top; Three Dots Eva Slub Sweatshirt; and New Look Floral Printed Peplum Top.  The total value for these three garments is $293.75.  During the cancellation process, a canceling customer is informed that they must either purchase the items at a discounted price or return all items to us within seven days of cancellation in order to avoid being charged the replacement value of the items.  If Complainant completed the cancellation process, she would have been on notice that these items were due back to us long ago.  Furthermore, by retaining the items for almost a month now, Complainant has been utilizing our service for its very purpose: To rent 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 $83.35 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.

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.I have returned the garments unworn and unopened. As I stated when I initially canceled my account, I am working about 90 hours a week and found it difficult to get to the post office in a timely manner so as to take full advantage of this service. But the garments have been returned and a refund of the fee that was assessed is an entirely acceptable solution that may even entice me to purchase from this business in the future. I am glad to hear that [redacted] is making improvements to their cancellation process!Thank you,[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:

The partial refund of $85.91 was posted to my account the day following this report. Gwynnie Bee's attempt to act in "good faith" was a failure at best. I am still out $96.78, not to mention $120.00 of lost wages for having to deal with this unprovoked matter.
Who does GB think they are, billing people for goods that are never sent? 
Why does GB bill for incomplete shipping boxes? This practice is shady at best, and worthy of proper attention from consumer agencies, lawmakers, and the media. A comprehensive audit on this company would be ideal, to reveal just how much they bilk people for incomplete boxes. 
GB has ten calendar days from the date of this response to make good on refunding the amount, otherwise I will continue pursuing this matter, including the Federal Trade Commission and the local District Attorney. The Revdex.com has a *recent* and solidly established history of receiving complaints about GB's billing practices alone. Own up to your fraudulent practices, Gwynnie Bee! Enough is enough.
 
Sincerely,
[redacted]

We investigated [redacted]'s missing garments, working with her to retrace the steps of where they went missing to file with the [redacted].  With the new information, we have filed a claim with the [redacted] and removed the outstanding garments from her "At-Home" section so they cannot affect her...

service, which has been restored.

Complainant C[redacted] first signed up for the service on 10/**/14, and cancelled days later on 10/**/14.  She rejoined on 2/**/15, and has been billed automatically monthly since.  When Complainant called our customer service line on 6/*/15, she did not mention...

anything about her health or personal situation except that she had been moving around a lot so she cannot receive packages easily.  The customer service representative explained how she could cancel her account online.  Complainant responded that she did not have internet access just then, but that she might cancel sometime "in the next few days."  At no point did our customer service representative tell her that the account was cancelled or that it would be cancelled on our end.     Further investigation into this matter shows that although she had previously been a member and understood how to cancel, she fundamentally misunderstood how our service works.  On July [redacted], she wrote to customer service the following: [redacted]" Another email Complainant sent the same day said the following:   [redacted].   [redacted]   Gwynnie Bee is a subscription based service, not one where a member prepays to purchase items.  Her monthly charge is for membership to a service that allows members to borrow up three items at a time.  The normal procedure after joining is filling up one's virtual "closet" with items they would like to receive as part of their subscription.  As we ship based on availability and there are no deadlines for members to return the garments, we require a minimum of 8 items in a member's virtual closet to trigger shipment.  Complainant has only ever added one garment, despite repeated emails reminding her to add more so she could be shipped.   This misunderstanding is a unique one we have not encountered before, so we would like to offer a customized solution to Complainant.  Though this is not policy, in consideration of her health issues and as a gesture, we will give her a credit for the months already paid, and stop further charges until that credit is exhausted. We ask that Complainant immediately call in to our customer service line so that one of our representatives can walk her through our process, and help her fill her virtual closet so she can get shipped as soon as possible.             -- Sarah R. B[redacted] Gwynnie Bee, Inc.

Revdex.com:
Gwynnie Bee was extremely helpful and resolved the situation very well after I made this complaint. I will be continuing with their service at this time.
Sincerely,
[redacted]

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]
/>

Revdex.com:At this time, I have not been contacted by Gwynnie Bee Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Complainant [redacted] claims she called in to cancel sometime in April or May, however, there is no record of any calls from [redacted] at that time.  Furthermore, in her response to the 9/** past due email, she did not indicate that she had cancelled; just that she had not actively used the...

account for a while (she did still have garments at home, however).  However, as a gesture of good faith in this situation, we waived the past due amount once she paid for the garments still in her possession.

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:

[I've confirmed on multiple occasions, that I requested pick-up from [redacted] on the days that I marked the items as being returned to Gwynnie Bee within their system. I have requested [redacted] to research this multiple times--both through the [redacted] number and the local branch and both times the case has been closed. I've suggested that Gwynnie Bee contact [redacted] directly with the tracking numbers associated with my account, but they have not done so. Furthermore, the last communication simply stated "[redacted]," but provided no solution or resolution to our current problem. I do not have the garments--I have returned all garments to Gwynnie Bee and have requested that they provide me with proof of the exact shipping labels and tracking labels that were sent to me and how these correlate to the items I received so I could further investigate, but they refuse to provide this information. They state it is located within my online account, and I have made them aware that once I cancelled my account, this is no longer the case.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

The refunds have been processed to my satisfaction in interactions between myself and [redacted] customer service. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

I disagree with Gwynnie Bee's response to my complaint for two reasons. First if the discount was already taken off the "At home item", and therefore could not be reduced again, then why were we given a coupon for "All At Home Items"? Second, I was not offered any discount as Gwynnie Bee has claimed, I have attached my final email with the company which states the promotion has expired and we are unable to extend the offer. 
Furthermore, I am even more disappointed with the company because after I filed this complaint they raised the price of the item from $91.50 to $112 (which is a difference of 19% not the 35% they claimed the item was already discounted). Again all I am asking for is the item for $59.50 which is what it was advertised for minus the 35% off coupon.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complainant [redacted] subscribed to the service on the 5 item plan on January **, 2014, and continued active use (receiving and returning garments) until September *, 2014.  Complainant's card was declined for the monthly subscription price on September *, 2014, so she received no further...

shipments after that date.  Complainant still had four garments at home, however, with a total retail value of $557.  Once her card was declined, Complainant received numerous emails asking her to update her billing information so she could be shipped again.  She was thus on notice that her account was not cancelled.  When she logged in and updated her card information on July **, 2015, she was automatically charged for the back due amount for the service.  She contacted customer service and our manager worked with her to come to a compromise: Though she was subscribed to the five item plan and had four items at home for the entirety of the time she was past due (using the service for its very purpose - garment rental), we instead billed her for a two item plan, and refunded the difference of $469.04.  Complainant accepted the refund with the below message and feedback on the customer service ticket:Message: "Thank you, I appreciate your effort on all of this."Feedback: "While everyone was super friendly the resolution is beyond unsatisfactory. I'm sure I'm viewed as a "bad customer" but an unauthorized charge for almost 1200 is completely unacceptable, and caused a financial hardship that I will be dealing with for months if not years to come. This is not in response to the items listed below but a larger issue!"We certainly do not want to cause financial hardship for our customers, but the charge for the past due membership charges was completely authorized.  When customers join, they agree to terms of service that state they will be billed monthly unless they cancel, and that they must return all property to us promptly after cancellation or they will be charged for its value.  We worked with Complainant in good faith to reduce the total charge significantly, despite having garments out the entire time she as past due.  Indeed, had Complainant completed the cancellation process, she would have been on notice that she had a seven (7) day grace period to return the four items she still had at home.  Had she cancelled and retained the garments, she would have been charged $557.  After the courtesy refund of $469.04 (which has already been made), the amount Complainant is disputing is $625.60.  If Complainant did not cancel, she would be properly liable for the full amount for back charges.  As a gesture, if Complainant chooses, we can honor the purported date of cancellation and offer an additional refund of $68.60, which would bring Complainant to the same position she would have been if she cancelled as she had claimed (a total charge of $557 for the outstanding garments).

Complainant [redacted] contacted us with what she claims to be fraudulent charges on her card.  When we asked for her address to verify her identity, she would not provide, so we asked her to contact her bank and have them provide us with a confirmation of a fraud report.  We...

additionally need to ascertain her address as someone has received (and never sent back) garments from this account.  We cannot give out further information without some sort of verification, as we take customer privacy seriously, but we are ready to work with her to resolve this matter when we receive a letter from her bank or another form of verification.

Complainant [redacted] asserts that she first tried to cancel on November **, 2014.  There is no record of a cancellation in our system on that date.  Moreover, per our terms of service, we are permitted to charge for the recovery value of any garments at home with the member if they 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 of this if she completed the process as claimed. Complainant, however, did not return our garments within 7 days of the reported cancellation date: We received four garments from Complainant on December [redacted], and two more on December [redacted].  Arguably, Complainant was utilizing our service for its very purpose in that 19 day period - renting clothing.  Despite using the service well past her reported cancellation date and the 7 day grace period, we offered Complainant a full month credit for service.  She did not find this compromise satisfactory, and filed this complaint before we had a chance to reach out to her again.  We were at all times within our terms, but as it seems there was some confusion during the cancellation discussions, we were prepared to offer her a refund once our garments were returned. Once the complaint was filed, I was advised by the Revdex.com to proceed through the Revdex.com's official channels.  As a gesture of good faith, now that all of our property has been returned, we will extend that offer of a refund to Complainant, in the amount of $83.74 (the monthly rental fee).

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:

[Your Answer Here]
 
 
This response is totally fabricated to be a justifiable reason of their actions. I was never told of a 7 day grace period by any member of this place, and the initial person I spoke to by the name of [redacted] was very rude and condescending as though she did not want to assist me. When you are trying to resolve a customer issue you do not belittle the customer. I was issued a refund weeks later after being informed by someone way nicer of the reasons why they did what they did. Sometimes instead of policy being thrown in your fave, a simple explanation as to why MY money is being held would be nice. I will no longer give this place any of my business.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We would first like to apologize for the delay on our response to this matter, but the basis of this complaint is unclear from our end. ...

It is not clear that the Complainant was the intended recipient of this gift, as the email address Giftor used for the gift card is not the email address associated with Complainant's account. The gift card was addressed in Complainant's name, but the email address used for delivery is not associated with Complainant's name; instead, the email address is associated with another user's account, who appears to be the intended Giftee.  
Furthermore, our records show that the gift has been redeemed and is currently being used by that Giftee. Furthermore, the Giftor placed Giftor's own credit card information on the Giftee's gift account. As this gift was emailed to Giftee's email that was provided by Giftor, we are unclear how Complainant had access to this gift code. From these facts, it appears that Complainant does not have a basis for this complaint.  As Complainant has demanded not to be further contacted by Gwynnie Bee and we have been unable to get ahold of the Giftor, we have not been firmly able to resolve this matter. 
 
For the record, Complainant's first allegation - that she had to provide her credit card information to browse the website - is not correct.  Anyone may peruse our offerings without logging in or providing a credit card.  We do require a card on file for all active accounts, as we are sending subscribers inventory and must have it on hand in the event they do not return it to us if they cancel.

This company has way too many flaws starting with the management and it’s very sad and unfortunate how the employees are treated and a few good people were let go because of poor management. Which makes a huge impact on their customers. Currently Gwynnie Bee is understaff due to managers doing unfair business. The week of 6/**/2016 management change a few problems with attendance. So all points were erased off of each agent record. 2 weeks prior I put in a request off for 6/**/2016. I wasn’t notified until that Wednesday that my request was denied which is very unprofessional because now the week of 6/** I’m being told that my request was denied. So I’m told that if I take this day off still I will occur more points for that day. On Wednesday management was told that I will not be able to make it in that day due to how late I was told my request was denied and I couldn’t cancel my appointment for my son with his disability. (Well over 24 hours that they were told in advance) When I returned that following Monday I was pulled aside by Mark S and HR and was told that I will be on written final because I took that Friday off (What will be the difference if I didnt put in a time off request and just did a regular call off, this type of action is not stated in the employee hand guide). Which is completely shocking and embarrassing because I quit my job working for the school district because I was told about the dire need for agents and how good it will be to work fulltime. I was thrilled because I love the atmosphere at the time. So I went from 0 points to over 50 because management failed to respond to my time off request in a professional time. Mark S stated that he will be quicker with a response next time but there’s nothing he can do now. Which was TOTAL UNFAIR and he knows. The management is so horrible a lot of the agents are quitting due to the unfair treatment. Mark is a horrible manager and doesn’t put his agents first. In the beginning I expressed that my child has a disability and at a time I needed my schedule change. Which I was told that I can work a longer day because they needed people to work a night and sometimes I would be the only agent working 1 to 2 alone and I never complained about it. Even though working alone and not really knowing much at the time is very scary and if it wasn’t for one agent that stayed next to her cellphone when I called with question to help I don’t think I would’ve made it this long. I would have to actually call another agent from my cellphone because no one was there to help me not even management. As bad as GB need workers they are still hiring for part time now how is this going to help an understaffed company. When customers would like to speak with a supervisor its either mark or crystal that we have to pass the information along to. So instead of going to crystal we would go to mark and pass along the info which he would then say give to crystal because he’s too busy. My last day working for GB I did come in late about 10mins late because I was stuck on the side of the road with car issues. We are told to directly contact management if any problems. Because I knew that I was on a final I decided to contact crystal to let her know what’s going on. I didn’t receive a response from her until 2 hrs later, and majority of the day that I was there mark kept coming into the room asking me questions about my car while I’m on the phone with a customer and he already knew it wasn’t in good shape because prior he was asked in one of the other agents could come help me so I won’t be let to work and in a nasty tone I was no and that I needed to call security. (I don’t have one clue what security was going to do) but out of the kindness of an agents heart she left to come help me because she knew just like mark knew I was on a final but he didn’t care. Mark makes people feel very comfortable as well. He should understand that when you care and treat your agents with respect you also get happy customers.
GB has underpaid, over worked and unappreciated agents. These types of people will cost your company more. There are agents who would work 9 to 9 for weeks straight and all they get is a thanks so much and attitude if their unable to work that schedule again. All because management (Mark) doesn’t want to get on the phones and help out. So now because people are quitting because of unfair treatment towards their employees and feeling unappreciated GB is now having to close their call center early due to being understaff. Which is horrible customer service picture to paint for your customers. This company customer service wise has did a downward spiral since mark joined the team.

We investigated Complainant [redacted]'s complaint, and believe we have determined the cause of confusion.  On the date Complainant first signed up, she created two separate and active accounts, using slightly different email addresses (one of which appears to be missing a couple of...

letters). When Complainant called in to cancel on February *, 2016, the account under the email address you provided on the call (without the missing letters) was cancelled immediately.  As our Terms of Service only allow one account per member, we did not know there was a second account active at that time.  After Complainant reached out about the charge, our investigation discovered the second account (with the missing letters).  We have cancelled the second account and refunded the contested amount in full.