Hanna Andersson Corporation

I did receive the refund as stated by the company and am satisfied by thatI was not happy I had to reach out to Revdex.com to get a response in the first place after all of the customer service options I tried failedTheh stated their excuse was the holidays, but as my item was purchased in August and returned in September, I dont feel the holidays should have effected anythingThank you for helping to resolve this matter 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 Sincerely, [redacted]

Yes, there were multiple issues with the order and an error in the warehouse caused the order to be refunded instead of exchangedWe placed a replacement order and needed her payment informationShe called, it was taken, but the order was then not submitted due to either technical or representative errorWhen this was discovered, the order was released

Complaint: ***
I am rejecting this response because:
Againhorrible customer serviceI had to remind you to credit the shipping after it was not done as I was toldand the only reason you actually shipped my products was because Ichecked my own order status and then complained AGAINAs for the priceshonoring what I originally paid is a right, not a priveledge in a straight exchange; crediting me shipping the first time was because you screwed up twiceCrediting me shipping the second time was because you screwed up againYou currently have s free shipping promotion going on as we speakNo hair off your backPeople should know that your customer service is awful
Sincerely,
*** ***

This order was returned, and refunded on 10/5/in the amount of $This is $less than the customer should have been expecting because of a tax difference; however, the has just been credited back to the customerCredits typically take 3-business days to reflect on a bank/credit
card statement. We apologize for the delay and frustration with the returnOur returns department was a bit behind our 2-week turn around, and our customer service contacts have long hold timesThis isn't the customer experience we want for our customers, and we are working hard to get things back to our standard of service

Complaint: ***
I am rejecting this response because:- after all the issues and hassle "I" had to endure to right the orderon numerous times", very little effort to compensate in regards to customer service has been madeHow many errors were made on their behalf- on one simple orderHow much time and effort have I wasted trying to get what I paid for? Very upsetting
Sincerely,
*** ***

After the error was brought to our attention about the payment being applied but the order not being released (the order was created on 4/17, and released 4/26) we expedited shipping to the customer, so she would not have to wait the typical standard shipping time for her order, after having to wait so long due to our errorWe shipped it on 4/28, and it was delivered to her on 5/at 3:38pm according to the FedEx website. While we recognize that we made an error, the efforts we made to attempt to make up for the situation were: matched prices to what she ordered at, not what they currently were on the website after she was refunded instead of exchanged; offered free shipping, which is done for customer service recovery situations - we do not typically waive shipping for orders, credited back her shipping charge of $on her original order, and expedited the order deliveryIn this case, we have tried to serve the customer as best we could, under less than ideal circumstances given our current order processing problems, and given accomodations that are 'above and beyond' what a order would receive Between the shipping credit and the expedited shipping on the replacement order, we have given over $in concessions on a $order. We appreciate Ms***'s business, and are sorry for the errors with this orderHowever, at this point, we feel we have done what is appropriate in this situation

Hello, We have been in contact with this customer via email to try and resolve their complaint on the following dates: 1/292/62/82/122/14Her order was sent to one of our retail locations, but since it was never picked up, the store sent the package to the address used for billing on the
orderAccording to the customer the order was never received because there is no one currently residing at that addressThere were two different people involved in this order, further complicating the delivery and receipt of the order, and crediting of funds. We have been in contact by phone with the customer attempting to collect a credit card number to provide a refund (even though we do not have the shipped items returned to us) to but have been unable to reach her directly, only via voice mailTo date we have not received the credit card number, but our shipping specialist will continue to reach out to the customer so a refund can be provided. -KKing

Good morning,
 
We received the complaint you filed against Hanna Andersson. We are sorry that you did not understand that we are an American Company. Hanna Andersson was founded by a Swedish woman and her American husband over 30 years ago. They no longer own the company but please know that...

we take the same care in the design and sourcing of our products  that we always have. The items that you selected are made from organic cotton and are Oeko-Tex certified and come with an unconditional guarantee.
 
I've left you a phone message but I wanted to follow up with an email. I have cancelled the back ordered socks and have refunded your VISA card $109.20, $79.20 in merchandise and $30.00 for the shipping charge. There is no need to ask your friend to return the items.
 
Please accept this as Hanna Andersson written response and resolution to complaint [redacted].
 
Warm regards,
 
[redacted]
Hanna Andersson
Customer Service
[redacted]

Yes, there were multiple issues with the order and an error in the warehouse caused the order to be refunded instead of exchanged. We placed a replacement order and needed her payment information. She called, it was taken, but the order was then not submitted due to either technical or...

representative error. When this was discovered, the order was released.

I did receive the refund as stated by the company and am satisfied by that. I was not happy I had to reach out to Revdex.com to get a response in the first place after all 3 of the customer service options I tried failed. Theh stated their excuse was the holidays, but as my item was purchased in August and returned in September, I dont feel the holidays should have effected anything. Thank you for helping to resolve this matter
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.
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. Sincerely, [redacted]