Home Instead Senior Care

November 20,
Thanks for allowing us to respond to Ms***’s complaintIt is our goal to resolve all concerns quickly and to everyone’s satisfaction
Ms*** stated that she contacted us several times and requested to be removed from our catalog mailing listMs*** also
communicated that the last representative she spoke with first assured her that she was on the “do not mail” listThe representative then communicated that he/she removed her information altogether
Let me first apologize that Ms*** received the unwanted catalogs from our companyOur catalog lists are pulled months prior to the mailing datesThere is a possibility that customers receive -more catalogs after the initial request to be removed from our mailing list
I processed Ms***’s request again and also contacted our Circulation Department to ensure that her information is permanently suppressed from our mailing listsWe apologize for any inconvenience and hope this resolution is satisfactory

January 14,
We appreciate the opportunity to respond to Ms***’s concerns
Ms*** stated that she returned several items to us and has not yet been refunded for the merchandise she returnedMs*** indicated that the items she returned are from orders *** and ***
While
reviewing the order history, we found that both orders were delivered to Ms***’s shipping address on December 30, The time frame for us to receive a return can take up to two weeksWe are not sure when Ms*** mailed the items back to us, but the holiday on January 1st could have slowed the shipping progress
We received item *** from order# *** on January 13, The purchase price for the item was $Ms*** used our pre-paid return label for which we deducted $and issued a refund of $back to her *** CardThis order also included item *** (leggings)Our records do not show that the leggings were returned in that package
Order# *** had one item, which was *** for $Although we have not yet received the item, we issued a full refund for the item today
Additionally, we refunded the initial shipping/handling charges for shipping the orders to Ms*** although shipping/handling charges are not normally refundableWe also refunded the return label fee of $deducted from her refund when we received item *** from order# ***
After refunding $to Ms***’s *** Card on 1/13, we issued an additional refund of $today, which consists of $in shipping refunds and $for item ***The total refund for both orders was $
Thanks again for allowing us to respond to Ms***’s concernWe value Ms***’s business and hope this resolution is satisfactory

May 12, We appreciate the opportunity to respond to Ms***’s concernsMs*** communicated that she returned a shirt from order# *** and requested an exchange for the same item in size XLShe stated that she used a gift certificate of $on the order and that we processed the
return, but not the exchangeShe is concerned that our shipping department never reads her notes and that we kept the item and her gift card money and even took money for sending the item backMs*** is requesting a refund as her desired outcomeWe reviewed Ms***’s account and found that an exchange was processed May 7, 2016, but the keyer processed the exchange for the same size, which was size L (large). The item was mailed out on Monday, May 9th via *** *** *** and should arrive within business days from that dateBased on what Ms*** communicated, this appears to be a keying error since the same size was shipped out to her as an exchangeWe mailed a return bag along with a prepaid return label today, which Ms*** can use to return the incorrect exchange itemThe return bag/label should arrive within business days from todayWe also issued a credit slip for $to replace the gift certificates she used on order# ***In addition, we refunded $to her *** ending in *** todayThis is the remaining credit due after waiving the return label feeWe had already refunded $to Ms***’s *** on 5/7/when we processed the exchangeThe refunds now total $36.00, which is what Ms*** paid for the itemWe apologize for the inconvenience and hope this resolves Ms***’s concern

October 10, Thank you for giving us the opportunity to respond to Ms***’s concernIt is our goal to resolve all concerns quickly and to everyone’s satisfactionMs*** communicated that she purchased a sweater from us on November 1st, for $and stated that the
item arrived with sunflower seed shells and also didn’t match the item descriptionMs*** further communicated that she requested a refund, which we initially denied and later processedShe also said that she had a screen shot of the original web ad, which she states we updated after she complainedMs*** is requesting to be removed from our catalog mailing listWe are so sorry about Ms***’s experienceWe researched Ms***’s order history with us and were unable to locate a purchase for a sweaterMs***’s order history shows two purchasesShe placed her first order with us on May 13th, That order was for a swim suit (ruffle tankini)The merchandise total after promotional discounts was $She placed her second order on August 12th, 2015, which included two itemsThe order included a textured flounce dress ($42.00) and a long ruffle back jacket ($59.00)We show that Ms*** returned the dress to us and that we processed a refund for the dress on October 15, Since we weren’t able to locate the sweater purchase or return Ms*** referenced, we are unable to verify the transactionPer Ms***’s request, we removed her name/address from our catalog mailing list and have also contacted our *** *** to permanently suppress her informationOur catalog lists are pulled months prior to the mailing dates, so there is a possibility that she may receive one or two additional catalogs before they cease completelyWe apologize for any inconvenience and hope that this resolves Ms***’s concern to her satisfaction

Complaint: ***
I am rejecting this response because: What they did not do was to read the paper inside the bag for the item *** which stated that I wanted an exchange doneSo because they did not read the note inside the bag all the sizes were sold out in that shirtNow I see that the size Large is available at this time, and because of the inconvenience that they have caused me I would like to have the size large shirt sent to me. For all the problems I have hadI liked this store and have passed the name to many friends who have bought from them alsoI would like to continue to do business with them, but first we need to fix all the problems that I have been having, and the inconvenience that it has caused meSo because of their neglect to see the note in the bag I would like to have that shirt in a large sent to me before they are all gone again
Regards,
*** ***

Thank you for allowing me the opportunity to respond to Ms***'s concerns regarding her recent experience with Venus ***. We strive to provide all customers with the best experience possible and feedback such as this is essential in understanding where we have opportunities for
improvement.As Ms*** indicated, she inadvertently placed two duplicate orders, received incorrect merchandise and when she realized it she contacted us. We sent the correct merchandise but she has yet to receive credit for the original charge of the duplicate order. After reviewing Ms***'s account it appears that a credit was issued for $on 11/8/17, however for some reason that credit was canceled and should not have been. I apologize for the delay in the credit as well as the multiple contacts that she has had to make to get this issue resolved. I have applied a credit of $back to her card today and have also issued a $gift card that will be mailed in the next few days. Ms*** has been a loyal customer for some time and we appreciate her business and hope that she will utilize the gift card on another purchase. I hope that we have resolved this to her satisfaction and that she will continue shopping with us in the future.If I can be of further assistance I welcome Ms*** to contact me directly at any of the contact points below.Sincerely,*** ** *** ** *** ***Venus ***, Inc*** ** ***

February 21, Thank you for giving us the opportunity to respond to Mr***’s concernsWe strive to resolve customer concerns quickly and to the satisfaction of our customersMr*** communicated that one of our customer service representatives cancelled the backorder for his ***’s
sweater on 1/13/and replaced it with a new order stating backorders are serviced after new ordersBecause the item had since gone on sale, she also issued a $refund checkThe refund check was voided after we mailed it and without notifying Mr***He has since contacted us several times trying to recover the $in bank fees and has also attempted to fax the document showing the $bank feeUnfortunately, the problem was not resolvedPlease accept our sincere apologies for all the problems with Mr***’s recent orderIt appears that Mr*** received some inaccurate information about backordersWe are also very sorry about the other service challenges Mr*** referencedWe reviewed his customer account and verified that we mailed the refund check out in error, but as Mr*** stated, we should not have voided the check without contacting himWe replaced the refund check with a Venus credit slip on 1/The credit slip has since been applied to an orderWe issued a refund check for the $in bank fees today, which Mr*** should receive within business daysWe do understand how disappointing Mr***’s recent experience must have beenIt’s certainly not the standard of service we strive to provideIn addition to refunding the bank fee, we have also issued a $complimentary Venus gift card Mr*** can use towards a future purchase from usThanks again for allowing us to respond to Mr***’s concernsWe value Mr***’s business and hope this resolution is satisfactory

May 25, We appreciate the opportunity to respond to Ms***’s concernsWe strive to resolve customer concerns quickly and to the satisfaction of our customersWe truly appreciate the feedback when we fail to do soMs*** communicated that she received a pair of used boots
from usThe purchase date was 5/10/and she received the boots on 5/23/She has requested a full refund and a voucher or gift card for $We are so sorry about Ms***’s experienceIt’s certainly not the customer experience we strive to provideWe would like to assure Ms*** that we will conduct a thorough investigation to ensure that this type of problem won’t recurWe mailed return packaging and a free merchandise return label to Ms*** and are requesting that she return the boots to us at her earliest convenience after she receives the packing/labelIn the meantime, we have refunded the full purchase amount, including shipping/handling to Ms***’s *** card ending in *** We also issued two complimentary Venus gift cards totaling $100.00, which Ms*** can use towards a future purchase from usWe sincerely apologize for this experience and hope our resolution is satisfactory

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. I just hate that it had to come to contacting the Revdex.com to get my money back
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[The business did not offer any resolutionsIn fact, It is just more of the accusationsThe letter I sent was an estimate from a ? company to repair the faulty work done by JWordenJWorden wasting time so the warranty would run outThe driveway is getting worseNow it has more cracks and with all the rain we been having is not helping eitherSoon the weather will get colder and would not be the ideal time to repair the drivewayI hope that the Revdex.com can see thru JWorden's tricks and to escalate this case for a fair resolution]
Regards,
*** ***

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

[A default letter is provided here which indicates your acceptance of the business's offer.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

Thank you for allowing us the opportunity to respond to Ms. [redacted]'s concerns and try our best to arrive at a mutually acceptable resolution for everyone.  It appears that as Ms. [redacted] indicated, there were two orders placed on 5/23/2017 via our website.  The credit card approval was denied...

on the first order and when that happens it places the order in a pending status within our system until we re-authorize the credit card.  Ms. [redacted] placed another order, therefore this is why there were two orders appearing in her order history.  Both orders were canceled and do not appear to have been charged to her credit card.  I checked with our credit card processor and they do not show a charge for $57.93.  I am not certain where [redacted] is showing a charge for that amount, however I have refunded $57.93 back to the credit card.  We apologize for the trouble with the order prior to the one in question where she did not receive one of the items in her order.  Mistakes do happen and although we attempted to make the situation right by shipping out the missing piece, it should have been expedited to her. Again, we apologize for the inconvenience, however I can sincerely assure her that it would never be our intent to not ship items that she has paid for.  I hope that we can continue to be a source for her fashion needs in the future. Sincerely,[redacted] [redacted] Venus [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. I do appreciate the swift response and resolution of this matter. I have been shopping online with Venus swimwear for about 10 years & this was the first experience like this. I was only looking to recover my loss but the extra gift card along with the apology & ability to see how this all transpired encourages me to continue shopping with them. Thanks again!
Regards,
[redacted]

Thank your for the opportunity to respond to Ms. [redacted]'s concern regarding her recent experience with Venus.  It is our goal to provide the best experience possible to all of our customers and feedback such as this is extremely important to us.As Ms. [redacted] indicated she contacted us on...

11/19/17 to cancel the order she had placed the prior day.  While the order would not have physically left our distribution center until Monday, the shipping confirmation was sent when the order was processed through our facility and ready for the carrier to pick up.  At that point the packages are loaded onto the carrier vehicle awaiting departure on the next business day, therefore it is not possible to pull the package.  Unfortunately Ms. [redacted] was not offered another solution and for that I apologize.  Although we couldn't retrieve the package at that point we could have offered to issue the refund for $54.00 immediately and once she received the package she could have either refused it or used the return label to drop the package back in the mail to us at no charge to her.I have tracked the package and see that Ms. [redacted] was able to refuse the package yesterday.  I have refunded the $54.00 back to her credit card today and have also issued a $25.00 Venus Gift Card in the event that she would like to give Venus another try in the future. Again, I apologize that we failed to provide anything but an outstanding shopping experience and I sincerely hope that she will shop with us again in the future.If I can be of any further assistance I welcome Ms. [redacted] to contact me directly at any of the contact points below. Sincerely,[redacted] [redacted]
Venus [redacted], Inc.[redacted]

May 17, 2016 Thanks for giving us another opportunity to respond to Ms. [redacted]’s concerns. Ms. [redacted] stated in her rejection to our first response that she does not want any of our gift certificates or credit vouchers.  She further communicated that we always have an excuse instead of fixing our shipping department. She also added a concern that was not part of the initial complaint about us showing clothes on our website that are discontinued when she tries to order. The items then disappear from our website, which she feels is false advertising. We are truly sorry that Ms. [redacted] feels so badly about her experiences with our company.  We do our best to provide all customers with a pleasant shopping experience and resolve any problems quickly and to everyone’s satisfaction. Although we believe we responded to Ms. [redacted]’s concern and followed through on the desired outcome as stated in her initial complaint, we have since voided the credit slip we issued on May 13th. Further review of transactions on Ms. [redacted]’s order history revealed that only $25.00 was due in form of a credit slip because the remaining $2.00 had already been refunded to her [redacted] ending in [redacted]. We processed the $2.00 refund on April 1st after responding to a prior Revdex.com complaint from her.  We have decided to issue the $25.00 back to Ms. [redacted]’s [redacted] even though it was a complimentary gift card and a monetary refund is not due since Ms. [redacted] did not purchase the gift card. We are doing this as a courtesy to resolve Ms. [redacted]’s concern, but won’t be able to issue financial refunds for complimentary cards or credit slips for future transactions. In response to Ms. [redacted]’s concern about discontinued items we would like to assure Ms. [redacted] that we make all attempts to order quantities based on projected consumer demand. The images are removed from our website as quickly as possible once available inventory is depleted, if the product doesn’t meet our specifications, or if we are unable to obtain the product from a vendor. While these situations are infrequent, they do sometimes happen. Thanks again for giving us the opportunity to respond to Ms. [redacted]’s concern.  Our Customer Care Specialists are available 24/7 to assist Ms. [redacted] if she has any further concerns.

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. 
Regards,
[redacted]

March 8, 2017   Thank you for giving us the opportunity to respond to Mr./Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. The customer expressed concerns that an order was cancelled less than 24 hours after it was placed, but that we never...

sent anything to the credit card company asking them to refund the money. Upon reviewing the account, we found that the order was placed on February 12th, 2017. The total order amount, including shipping/handling, was $73.95 [redacted]. We cancelled the order after we received a cancellation request via e-mail. Banks and credit card companies place a hold on funds at the time of the transaction. The funds are placed on hold until the order ships at which time the authorization is finalized and the charge is put through. In the event a transaction is cancelled the hold for the authorized amount is normally released within a few days after the order/transaction has been cancelled. Because the order was cancelled, we didn’t receive payment and there is no refund due. The temporary hold of the funds is normally released within just a few days after the cancellation date since an actual charge is not processed, but the time frame depends on the bank or credit card company. We contacted our Credit Card Services Department to help expedite the process and determine why the authorization has not yet dropped off, so Mr./Ms. [redacted] has access to the money. The credit card company communicated to us that they need to speak to their customer. They did share that it sometimes takes up to 30 days before an authorization falls off. We are so sorry that the authorization hold has not yet dropped off. Based on what the credit card company communicated to us, the temporary hold should fall off soon, if it hasn’t already. We value Mr./Ms. [redacted]’s business and hope this resolution is satisfactory.

March 8, 2016
Thank you for giving us the opportunity to respond to Ms. [redacted]’ concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. We truly appreciate the feedback when we fail to do so.
Ms. [redacted] communicated that she received only...

1 of the 10 pants she ordered from us. She also shared that our representatives were very rude when she contacted us to request a refund for the other 9 pants. Ms. [redacted] further communicated that no one from our company ever checks the packages before we send them out and that we only verify the weight of packages.
We are so sorry that Ms. [redacted] did not receive all items she ordered. Our order fulfillment process includes several quality control check points, including verification by an employee before packages are sealed, weighed, and shipped out. According to our shipping records, the package weighed 12 pounds when it left our warehouse. The accuracy of the size of the order by weight has also been verified by the carrier, which was [redacted].
We certainly understand Ms. [redacted]’ dissatisfaction with the initial contact and for not receiving an immediate refund for the items she did not receive. We are unsure what happened between date/time the order left our warehouse and when it was delivered to her on March 1st.
We issued a full refund for the 9 pants Ms. [redacted] didn’t receive to the original method of payment, which was her [redacted] ending in [redacted]. Ms. [redacted] should be able to see the refund on her [redacted] account within 2 – 3 business days from today.
We apologize for the inconvenience and hope that this resolves Ms. [redacted]’ concern to her satisfaction.

January 18, 2017 Thank you for giving us the opportunity to respond to Ms. [redacted]’s rejection of our initial complaint resolution. Ms. [redacted] communicated that she no longer has the [redacted] Card and is requesting a refund check. We were able to reverse the credit card transaction and have processed a refund check. Ms. [redacted] should receive the refund check within 7 – 10 business days from today. We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.