Hermes-OTTO International USA

[redacted] Company purchases products from oversea vendors which are then sold on our web shop These products are packaged overseas and remain in the original shipment packages when they are sent to our warehouseProducts are not opened before they are shipped to customers as customers would assume that products were opened before shipped Each product is shipped in a new condition However, there are instances where products are received damaged and we are not aware until the package is opened by a purchasing customerAs part of our return’s policy ( [redacted] ), we require all customers to submit pictures of the damaged product so that we can contact the vendor directly to show them in the imperfections in items we purchase from them This is also kept on file with [redacted] Company so that we can create a better QA process with our vendors in shipping products to us as well as track the product’s success rate on our web shop Our company does not reship items if they are received damaged We ask that customers return these products to us using a free shipment return label that we provide free of charge Once received, customers are refunded for the products purchase price as well as the shipping charges for the item If a customer requests to receive another item, the customer would be required to purchase another as our system cannot recharge a customer’s payment method without creating a new purchase order.In regards to this order ( [redacted] ), the customer did not advise that the shipment was damaged until we received contact from her on In this request, the customer advised that a return label would be required and one was provided on After reviewing our records, we did not receive any contact from the customer until the customer requested the return shipment label from our customer service team at Global Response The customer purchased this on July **, which was also during a bedroom sale promotion on our website The terms of the sale were as follows:“BEDROOM SALE EVENTOffer valid online only at [redacted] on July **, to August *, Prices as markedOffer valid for sales of merchandise through the [redacted] Company website only and not valid at [redacted] Company retail partner storesOffer does not apply to sale or clearance merchandiseOffer does not apply to previous purchasesPrice adjustments for previous purchases are prohibitedOffer good while quantities lastDetails of offer are subject to change [redacted] reserves the right to cancel or withdraw this offer at any timeOffer void where prohibited.”The customer used a promotional code which reduced her cart’s entire total by $(Code [redacted] ) The customer also purchased two other items in this order as well ( [redacted] Taupe Luster Bell Shaped Hurricane x2) The discount was not just for the one item mentioned in the complaint I have included a screen shot of the customer’s cart from our web shop system Our customer service team has reached out to the customer after receiving this notice advising that we can allow the customer to purchase this product again with a 40% (forty percent) discount as well as waiving shipping costs for this one item The customer has yet to respond to our offer at this time We are willing to provide this offer to the customer She would need to contact our customer service team and place the order with them directly as they have to use an in-house promotional code that cannot be provided to the public

*** *** Company performs "bate and switch" tacticsUpon entering their Website "the bait" of an offer for $off my first purchase opened before I could view the pageI gave them my personal information to get the coupon and when I went to redeem it, the message "This coupon has already been redeemed." displayedI called the company twice over two days and the salespeople could not explain or remedy the problemThe next day I received an email from their customer care explaining "The code for ***, is only valid on a purchase of $or more." Had I been told this at the onset, I would have not signed up for their daily emailsThere was NO MENTION of this before giving my personal informationIf their coupon code message was accurate, saying I needed to spend $100, I would have not wasted my time contacting the company over the last two daysMy third and final call on 2/**/was a complaintIt was met with both politeness and qualifications on why the company intentionally engages in these bad business practices

The customer returned two products, however our system only reflected on return at the time. We were able to address the matter and provide the customer with a refund for the entire amount of $within two separate refund transactions (5/**/for $and 6/**/for $128.95).
The refunds are sent from a bank overseas which creates a delay in terms of processing. We provided the customer with all the proper information to check with her bank, however they advised that they do not see the credits. I have provided a screen shot from the *** our company uses which shows that the transactions were created and completed from our Finance team on the dates mentioned in this response

Revdex.com:At this time, I have not been contacted by Hermes-OTTO International USA LLC regarding complaint ID [redacted].Sincerely,[redacted]

[redacted] Company purchases products from oversea vendors which are then sold on our web shop.  These products are packaged overseas and remain in the original shipment packages when they are sent to our warehouse. Products are not opened before they are shipped to customers as customers would...

assume that products were opened before shipped.  Each product is shipped in a new condition.  However, there are instances where products are received damaged and we are not aware until the package is opened by a purchasing customer. As part of our return’s policy ([redacted]), we require all customers to submit pictures of the damaged product so that we can contact the vendor directly to show them in the imperfections in items we purchase from them.  This is also kept on file with [redacted] Company so that we can create a better QA process with our vendors in shipping products to us as well as track the product’s success rate on our web shop.  Our company does not reship items if they are received damaged.  We ask that customers return these products to us using a free shipment return label that we provide free of charge.  Once received, customers are refunded for the products purchase price as well as the shipping charges for the item.  If a customer requests to receive another item, the customer would be required to purchase another as our system cannot recharge a customer’s payment method without creating a new purchase order.In regards to this order ([redacted]), the customer did not advise that the shipment was damaged until we received contact from her on 8/**/15.  In this request, the customer advised that a return label would be required and one was provided on 8/**/15.  After reviewing our records, we did not receive any contact from the customer until the customer requested the return shipment label from our customer service team at Global Response.  The customer purchased this on July **, 2015 which was also during a bedroom sale promotion on our website.  The terms of the sale were as follows:“BEDROOM SALE EVENTOffer valid online only at [redacted] on July **, 2015 to August *, 2015. Prices as marked. Offer valid for sales of merchandise through the [redacted] Company website only and not valid at [redacted] Company retail partner stores. Offer does not apply to sale or clearance merchandise. Offer does not apply to previous purchases. Price adjustments for previous purchases are prohibited. Offer good while quantities last. Details of offer are subject to change. [redacted] reserves the right to cancel or withdraw this offer at any time. Offer void where prohibited.”The customer used a promotional code which reduced her cart’s entire total by $25.00 (Code [redacted]).  The customer also purchased two other items in this order as well ([redacted] Taupe Luster Bell Shaped Hurricane x2).  The discount was not just for the one item mentioned in the complaint.  I have included a screen shot of the customer’s cart from our web shop system.  Our customer service team has reached out to the customer after receiving this notice advising that we can allow the customer to purchase this product again with a 40% (forty percent) discount as well as waiving shipping costs for this one item.  The customer has yet to respond to our offer at this time.  We are willing to provide this offer to the customer.  She would need to contact our customer service team and place the order with them directly as they have to use an in-house promotional code that cannot be provided to the public.

Review: An item I ordered was received damaged. Someone else's damaged return that was then shipped out to me. [redacted] said I could return it after sending in pictures of the damage but would need to repurchase it on the website. I originally purchased the item for $69.99 with a $25 off coupon. The site now sells the item for $129.99. They were willing to issue me a 30% discount on the repurchase but refused to exchange the item for a new unsed item. Even with their 30% discount they want me to repuchase it paying double what I initially paid. Sounds like a scam to me.Desired Settlement: I want a NEW UNUSED UNDAMAGED item. That is what I purchased in good faith but that is not what they delivered to me.

Business

Response:

[redacted] Company purchases products from oversea vendors which are then sold on our web shop. These products are packaged overseas and remain in the original shipment packages when they are sent to our warehouse. Products are not opened before they are shipped to customers as customers would assume that products were opened before shipped. Each product is shipped in a new condition. However, there are instances where products are received damaged and we are not aware until the package is opened by a purchasing customer. As part of our return’s policy ([redacted]), we require all customers to submit pictures of the damaged product so that we can contact the vendor directly to show them in the imperfections in items we purchase from them. This is also kept on file with [redacted] Company so that we can create a better QA process with our vendors in shipping products to us as well as track the product’s success rate on our web shop. Our company does not reship items if they are received damaged. We ask that customers return these products to us using a free shipment return label that we provide free of charge. Once received, customers are refunded for the products purchase price as well as the shipping charges for the item. If a customer requests to receive another item, the customer would be required to purchase another as our system cannot recharge a customer’s payment method without creating a new purchase order.In regards to this order ([redacted]), the customer did not advise that the shipment was damaged until we received contact from her on 8/**/15. In this request, the customer advised that a return label would be required and one was provided on 8/**/15. After reviewing our records, we did not receive any contact from the customer until the customer requested the return shipment label from our customer service team at Global Response. The customer purchased this on July **, 2015 which was also during a bedroom sale promotion on our website. The terms of the sale were as follows:“BEDROOM SALE EVENTOffer valid online only at [redacted] on July **, 2015 to August *, 2015. Prices as marked. Offer valid for sales of merchandise through the [redacted] Company website only and not valid at [redacted] Company retail partner stores. Offer does not apply to sale or clearance merchandise. Offer does not apply to previous purchases. Price adjustments for previous purchases are prohibited. Offer good while quantities last. Details of offer are subject to change. [redacted] reserves the right to cancel or withdraw this offer at any time. Offer void where prohibited.”The customer used a promotional code which reduced her cart’s entire total by $25.00 (Code [redacted]). The customer also purchased two other items in this order as well ([redacted] Taupe Luster Bell Shaped Hurricane x2). The discount was not just for the one item mentioned in the complaint. I have included a screen shot of the customer’s cart from our web shop system. Our customer service team has reached out to the customer after receiving this notice advising that we can allow the customer to purchase this product again with a 40% (forty percent) discount as well as waiving shipping costs for this one item. The customer has yet to respond to our offer at this time. We are willing to provide this offer to the customer. She would need to contact our customer service team and place the order with them directly as they have to use an in-house promotional code that cannot be provided to the public.

Review: I returned merchandise via [redacted] records show Bombay Co received both packages on 4/**/15. I should have been credited $227.90 for the return.

Order #[redacted]

I only received $98.95 of the $227.90. They acknowledge I should have received $227.90 and say they credited my debit card however my bank has no record of this credit.Desired Settlement: I would like my money. Also I feel that's this is general practice for Bombay company and they may be taking advantage of their customers.

Business

Response:

The customer returned two products, however our system only reflected on return at the time. We were able to address the matter and provide the customer with a refund for the entire amount of $227.90 within two separate refund transactions (5/**/15 for $98.95 and 6/**/15 for $128.95). The refunds are sent from a bank overseas which creates a delay in terms of processing. We provided the customer with all the proper information to check with her bank, however they advised that they do not see the credits. I have provided a screen shot from the [redacted] our company uses which shows that the transactions were created and completed from our Finance team on the dates mentioned in this response.

[redacted] Company performs "bate and switch" tactics. Upon entering their Website "the bait" of an offer for $25 off my first purchase opened before I could view the page. I gave them my personal information to get the coupon and when I went to redeem it, the message "This coupon has already been redeemed." displayed. I called the company twice over two days and the salespeople could not explain or remedy the problem. The next day I received an email from their customer care explaining "The code for [redacted], is only valid on a purchase of $100.00 or more." Had I been told this at the onset, I would have not signed up for their daily emails. There was NO MENTION of this before giving my personal information. If their coupon code message was accurate, saying I needed to spend $100, I would have not wasted my time contacting the company over the last two days. My third and final call on 2/**/16 was a complaint. It was met with both politeness and qualifications on why the company intentionally engages in these bad business practices.

Review: I ordered a wine cabinet and 2 foyer tables on 11/**/15 during their site-wide 50% off sale. I received shipping confirmation on 12/*, which was later than the up to 8 days they published my order would be processed. I used a one-time use coupon of $25 off my entire purchase. I received my items on Monday, 12/**. The tables were packaged very well and arrived undamaged. The wine cabinet arrived with obvious damage to the outer box and packaging, which I took pictures of. I opened the box to find that there was damage to the wine cabinet itself, which I also took pictures of. Because there wasn't sufficient packaging in hollow spaces of the cabinet, the wine racks were damaged and broken. I contacted [redacted], sent them the pictures, and they sent me a [redacted] label to repackage the cabinet and send it back. I did so on 12/**, and the damaged cabinet arrived at Bombay Company on 12/**. I expressed my desire in several emails to Bombay company that I do not wish to receive a refund-I wished to receive a replacement cabinet at no further cost to me. I had already paid for the cabinet and paid for shipping. None of the shipping was to be refunded as I had also ordered 2 other items. I was told that I would only receive a refund, and I would have to order the cabinet again if I still wanted it. That means I'd have to pay a higher price (it was no longer 50% off), less the coupon I used, and I'd have to pay shipping a 2nd time. I was given a 30% off coupon to use, however I can only use that coupon on full price items, meaning I'd still have to pay more for the cabinet than I originally paid, plus shipping. I expressed to Bombay company multiple times via email that this was unacceptable, and I am not asking for anything more than a replacement wine cabinet, but they were unwilling to make that happen. On 12/** I requested that my issue be escalated, and they emailed me back on 12/** that they had escalated my issue to the corporate office, and I'd be hearing from them in 3-5 business days. I never heard from them. I received my refund of $211.70 on 1/**, which was not the original purchase price. The original purchase price was $224.94. They subtracted 1/2 of the $25 coupon I used when I originally purchased all 3 items. I emailed them again after I received my refund (less the coupon I used) telling them that I expected a full refund for the purchase price of the item, not less the coupon I used which should have been applied to the 2 other items I purchased and kept. I informed them that after a month and a half of back and forth via email and no resolution, I would be contacting the Revdex.com and filing a complaint. I never heard back from their corporate office about my "escalation".Desired Settlement: I really just want the cabinet for the original price I paid, with no shipping charges, since I already paid for shipping on the original purchase date. However, they have now refunded me the purchase price less 1/2 of the $25 coupon, which I find unacceptable since that coupon should have been applied to my other purchases in the same order. I am now out both a wine cabinet plus the partial coupon. The item arrived damaged because of their inadequate packaging. I see no reason why they couldn't send a replacement wine cabinet with no further financial impact to me once they received the damaged cabinet back.

Consumer

Response:

At this time, I have not been contacted by Hermes-OTTO International USA LLC regarding complaint ID [redacted].Sincerely,[redacted]