Home Instead Senior Care

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]

January 31, 2017 Thank you for giving us the opportunity to respond to [redacted]’s concerns. 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 placed an order with us on...

December 15th, 2016, but has not yet received the merchandise she ordered. She further communicated that we sent several responses to her via email stating that we are tracking the order, but did not refund the purchase price.  We apologize for the delay in issuing her refund and are looking into the customer service concerns Ms. [redacted] referenced. We issued a full refund of $169.00 to Ms. [redacted]’s credit card ending in [redacted] on January 30th, 2017.  Depending upon the financial institution, refunds normally post within 2 – 3 business days from the date the refund was issued. We also processed an order for a $50.00 complimentary Venus gift card Ms. [redacted] can use towards a future order with us and offer our sincere apology for her experience with our company. We appreciate the feedback she provided to us and are taking appropriate steps to prevent recurrence of this type of situation. Thanks again for allowing us to respond to Ms. [redacted]’s concerns. We value Ms. [redacted]’s business and hope this resolution is satisfactory. ..

March 8, 2017   Thank you for giving us the opportunity to follow up on Ms. [redacted]’s concerns. Ms. [redacted] communicated that she placed an order with her $50.00 gift card, but has not received the order. She has also not received responses to e-mails she sent to us. We apologize for the...

situation. We are so sorry about the concern about shipping delays and also for the customer service concern. Upon reviewing Ms. [redacted]’s account and order history, we were unable to locate the order. The gift card was still unused and not attached to an order. We contacted Ms. [redacted] and inquired which item(s) she selected and placed the order for her yesterday. We sent the in-stock item to her via overnight service. Ms. [redacted] should receive it by end of business day today. One of the items ([redacted]) is currently on backorder. Ms. [redacted] asked us to place it on backorder and ship the item when we receive it. We currently expect to receive the item towards the end of April. Thanks again for allowing us to respond to Ms. [redacted]’s concerns. We value Ms. [redacted]’s business and hope this resolution is satisfactory.

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]

December 13, 2017   We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] communicated that we somehow sent her a duplicate order. She contacted us via phone call and explained that this must have...

been an error and attempted to cancel the duplicate order. Instead of correcting the error, we sent her a duplicate backorder the following week. Ms. [redacted] also stated that one of our [redacted] disconnected her call and did not resolve her concern about expenses associated with the duplicate order. The [redacted] instead offered a $10.00 Venus gift card. We apologize for the problems with Ms. [redacted]’s recent order. We reviewed the orders Ms. [redacted] referenced in her complaint. With the exception of two items the orders are exact duplicates. We verified that two orders came through online about 20 minutes apart. The first one at 3:24pm and the second at 3:43pm. The orders queued up briefly in our system and came through to our order processing system at the same time. The duplicate order should have been cancelled when Ms. [redacted] first contacted us. We are so sorry that this didn’t take place. We processed a refund of $58.59 on 12/8 when we processed the return for order# [redacted]. We also issued an additional refund of $48.00 for the duplicate backorder ([redacted]) on December 8th, 2017. The total refund was $106.59. We are also very sorry about the service problems Ms. [redacted] detailed in her complaint. We have looked into her concern and have taken steps to ensure this won’t recur. We have attempted to reach Ms. [redacted] to personally to apologize and follow up. In addition to refunding the purchase price in full, we have sent her a $50.00 Venus gift card and hopes she accepts this along with our sincere apology. We value Ms. [redacted]’s business and hope this resolution is satisfactory.

Complaint: [redacted]
I am rejecting this response because: I do not want any of their gift certificates or credit vouchers. This mistake was theirs and it is not the first time that I have had problems with their shipping dept. I want the refund put into my bank account. They always have an excuse instead of fixing the shipping dept. It's time that the word gets out about this company. They show clothes on their site and after you try to order something they say that the item is discontinued. Then it disappears off the site. Why do a false advertising???
Regards,
[redacted]

August 11, 2016   Thanks for allowing us to respond to Ms. [redacted]’s concerns. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] stated she ordered a dress for her [redacted]’s graduation in July, which was on backorder at the time the order...

was placed. She said she received several shipping notifications from us. When she did not receive the dress by July 15th, she called us on July 22nd  to inquire about the status of the order. Ms. [redacted] communicated that we asked her to contact the credit offices, which she did. The Venus Credit Card is issued and serviced by [redacted]. The representative from the bank advised her that there was nothing wrong with her credit card and transferred her back to a customer service representative at Venus. She then communicated that the representative disconnected the call after she asked to speak with someone else after 10 minutes of his nastiness. We are so sorry about Ms. [redacted]’s experience with our company. Upon reviewing our records, we found that Ms. [redacted] has an order history under her customer account with us. There is also another customer account under [redacted] at the same address. The order for the dress was under [redacted]’s order history. The order went into a “voice authorization” status, which means that [redacted] required additional verification via phone call. Based on the information in our files, we left a message on 7/21 at 1:08pm asking the card holder to contact [redacted]. Since the order was under [redacted]’s account, the message would have been left at the number we have on file for her. We do not have access to Ms. [redacted]’s credit card account, which is why we don’t know why the transaction didn’t approve when we attempted to authorize the card. Ms. [redacted] would have received confirmation e-mails each time we attempted to authorize the credit card. We also apologize that the representative from the bank didn’t recognize that the charge needed to be approved and have forwarded the information to the bank. We sincerely apologize for all the confusion and most importantly for the poor experience Ms. [redacted] had when she spoke with our customer service representative. We appreciate her bringing this to our attention and are addressing the employee issue. We want to assure Ms. [redacted] that we don’t tolerate that type of behavior and appreciate all of the feedback she gave us. We shipped the dress to Ms. [redacted] at no charge via next-day air service on Wednesday, 8/10/16. We also issued a complimentary $50.00 Venus gift card Ms. [redacted] can use towards a future purchase. The gift card should arrive within 7 business days from today. We value Ms.[redacted]’s business, appreciate the feedback, and hope this resolution is satisfactory.

Complaint: [redacted]
I am rejecting this response because: They charged me $64.00 for the kit. I ordered two separate pieces: the Tankini at $39.00 and the bottoms at $22.00. $39.00 plus $22.00 DOES NOT EQUAL $64.00. maybe they should go back to school and learn basic mathematics. Again sneaky tactics to cheat their customers out of money. SHAME SHAME !!
Regards,
[redacted]

January 20, 2016
Thanks for allowing us to respond to Ms. [redacted]’s concern.
Ms. [redacted] stated that she returned a shirt and placed a note in the bag requesting an exchange for another size. She is requesting a different sweater free of charge with free overnight shipping. The purchase price for the original item was $22.00.
The $22.00 purchase price references back to the grey surplice top we issued a full refund for based on the concerns Ms. [redacted] expressed in her complaint id# [redacted]. We have not yet received the package with the item, but issued a full refund in good faith after receiving the complaint id shown above.
We have issued a full refund for all items in question and have also refunded initial shipping/handling as well as return label fees, which are normally not refundable. Unfortunately, we won’t be able to also send out a free sweater. We would be happy to take a new order for the same or a different item, if Ms. [redacted] would like to place a new order.
Thanks again for allowing us to respond to Ms. [redacted]’s concern. We value Ms. [redacted]’s business and hope this resolution is satisfactory.

August 9, 2016 Thanks for submitting Ms. [redacted]’s rejection of our response. We appreciate the opportunity to follow up on her concern. Based on Ms. [redacted]’s rejection statement and the $64.00 she indicated as the disputed amount in her first e-mail to the Revdex.com, it appears that Ms. [redacted] returned the tankini that was on backorder until July 25th. Placing items in a “kit” is internal terminology for holding an item until the other item needed to complete a bathing suit becomes available. This processing guideline does not result in an additional charge. Neither item is charged until the complete suit becomes available. For order# [redacted] shown below, the total amount due for both items is $64.00, which is the total of [redacted] purchased for $22.00 and [redacted] purchased for $42.00. The “[redacted]” denotes that 2 items were shipped together. We understand that it is sometimes confusing, but the “kit” is not an item. We shipped two items on 7/25 for a total amount due of $64.00. Order# [redacted] (backorder) placed on 6/2/16 and shipped on 7/25/16 [redacted]          none           TWO PART KIT                                        64.000         [redacted]   none           HIGH WAIST FULL C                        22.000 K       [redacted]    none           FLOWING TANKINI T                       42.000 K       We processed a refund for the $64.00 today. The refund should post to Ms. [redacted]’s [redacted] Credit Card account within 2 – 3 business days. We understand that Ms. [redacted] closed her account with [redacted], but refunds are issued to the original method of payment, which was her [redacted] Credit Card issued and serviced by [redacted]. We do not have access to Ms. [redacted]’s credit card account. If the refund of $64.00 exceeds any balance due on that account, [redacted] will issue a refund check for the difference or for the full amount, whichever is applicable. The toll free number for Customer Care at [redacted] is [redacted], if Ms. [redacted] has any additional questions about the refund. Thanks again for allowing us to follow up on Ms. [redacted]’s concerns.

Complaint: [redacted]
I am rejecting this response because: The company mentions that they incorrectly used the term "late fees" when they should have used the term "interest charges". Again, how does the company know anything about late fees OR interest charges regarding my account if they are unable to access my [redacted] account? They then state that they are refunding me basically out of good will or to help assist with the charges? I should have been refunded regardless whether or not I contacted the Revdex.com once I sent the wrong orders back and/or contacted the business and stated the stated there was producted missing from my orders how why and how is following company policy a measure of "good will" or helping to maintain good customer relations?
Regards,
[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. 
Regards,
[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. 
Regards,
[redacted]

January 20, 2016
Thanks for allowing us to respond to Ms. [redacted]s concern.
Ms. [redacted] stated that she returned a shirt and placed a note in the bag requesting an exchange for another size. She is requesting a different sweater free of charge with free overnight shipping. The purchase price for the...

original item was $22.00.
The $22.00 purchase price references back to the grey surplice top we issued a full refund for based on the concerns Ms. [redacted] expressed in her complaint id# [redacted]. We have not yet received the package with the item, but issued a full refund in good faith after receiving the complaint id shown above.
We have issued a full refund for all items in question and have also refunded initial shipping/handling as well as return label fees, which are normally not refundable. Unfortunately, we won’t be able to also send out a free sweater. We would be happy to take a new order for the same or a different item, if Ms. [redacted] would like to place a new order.
Thanks again for allowing us to respond to Ms. [redacted]s concern. We value Ms. [redacted]s business and hope this resolution is satisfactory.

Thanks for allowing us to respond to Ms. [redacted]'s additional concerns.
We will look into her concern about what happened with duties/taxes when she returned items to us. We are not sure if there was a miscommunication between the carrier and us or if there are other factors that lead to the problems she experienced. We are deeply sorry about this.
We attempted to attach the document Ms. [redacted] requested for both, the original shipment and for the exchanged items, in our original response. Since the one for the original shipment somehow did not come through, we are resending the document. See attached. We shipped the merchandise on 2/16 and the release date on the Customs document is 2/23.
Thanks again for allowing us to respond to Ms. [redacted]'s concerns. We hope this resolution is satisfactory.

February 14, 2017   Thank you for giving us the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. We are so sorry that Ms. [redacted] continued to receive catalogs after she requested to be removed from our mailing...

list. Upon reviewing Ms. [redacted]’s customer account, we found that Ms. [redacted]’s mailing list status had not yet been changed to reflect her request to be removed from our catalog mailing list. We changed Ms. [redacted]’s mailing list status today and apologize for the delay. We have also forwarded the information to our [redacted] Department to ensure that Ms. [redacted]’s information is permanently suppressed from our mailing lists. Because our catalog mailing lists are pulled months prior to the mailing dates, there is a possibility that customers receive 2 -3 more catalogs after we process requests to be removed from our mailing list. We appreciate Ms. [redacted]’s feedback and want to assure her that we have followed through on her request. We offer our sincere apologies for the delay and hope this resolution is satisfactory.

October 24, 2016   We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Ms. [redacted] expressed her dissatisfaction with the draped surplice top she ordered from our company. She stated that two...

of the seams were left unfinished/unsown. She further communicated that she requested a full refund for the item, including all shipping charges, because the item was defective. Upon receipt of her return, we processed a refund for the item, but did not refund the shipping charges. We are so sorry about Ms. [redacted]’s experience. We do our best to ensure all items meet high quality standards. We appreciate Ms. [redacted]’s feedback and concerns about her purchase from us and will look into the quality concerns she expressed. Ms. [redacted] is certainly justified in requesting a refund of shipping/handling charges because the item was defective. Our [redacted] would normally facilitate a full refund for this type of situation. We are not sure if Ms. [redacted] contacted us before returning the item, but want to assure her that it has been taken care of. We refunded the original shipping/handling charge of $7.95 and the return label fee of $6.95 for a total refund of $14.90. The refund should post to Ms. [redacted]’s [redacted] ending in [redacted] within 3-4 business days from today. We apologize for the quality problem with the item and for the inconvenience. We issued a $25.00 complimentary Venus gift card Ms. [redacted] can use towards a future purchase. We truly value Ms. [redacted]’s feedback and hope she will give us another opportunity. We apologize for any inconvenience and hope this resolution is satisfactory.

I am rejecting this response because: I know that I also sent back the brown leggings, and they should of gotten them too. There was also a grey draped surplice top that I sentback and again they should of gotten it too. I called about a lace inset top that I got which was damaged. I told the guy on the phone that I wanted another sweater in it's placeand he said that I can not do that. I returned that shirt too. I think that someone in shipping dropped the ball on my returns and either never added them into the system orjust misplaced them. I have been working with this company for a long time, and I have never waited this long on returns.
Regards,
[redacted]

November 3, 2016Thanks for allowing us to respond to Ms. [redacted]’s concerns. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted] communicated that she received an error message when she placed her order on 9/4/16. She stated that the message...

showed that the order could not be processed at this time. She then had to look for the items again and submitted her order again minus an item that was no longer available. She received an order confirmation at that time. Based on the transactional messages, Ms. [redacted] believed that only the 2nd transaction was successful and one order was placed. She was surprised when she received both orders about a week later. She contacted us and was given a RA (return authorization number) to ensure that she could return the duplicate order without incurring return shipping fees. Unfortunately, the $6.95 return label fee was subtracted from her refund even though she noted the RA number on the label. Ms. [redacted] then contacted our [redacted] twice, but our employees failed to process a refund for the $6.95 deducted in error. Ms. [redacted] also communicated that each call was disconnected after a lengthy hold time. We are so sorry about Ms. [redacted]’s experience with our company and appreciate her taking the time to provide us with the detailed feedback. Please allow me to first apologize for the initial problem with the website. We are not sure what caused the error message, but want to assure Ms. [redacted] that we are looking into this. Based on the e-mail confirmations, it is certainly a reasonable assumption that only the 2nd transaction went through successfully. When Ms. [redacted] returned the duplicate order, our returns keyer should have recognized the RA number and should have waived the return label fee. We apologize that this didn’t happen and also for the poor experience Ms. [redacted] described when she contacted our [redacted]. We truly appreciate the time Ms. [redacted] took to provide us with the details of all her contacts with our company and want to assure her that we will investigate and address all concerns.We sincerely apologize for all the problems and most importantly for the poor experience Ms. [redacted] had when she spoke with our customer service representatives. We want to assure Ms. [redacted] that we don’t tolerate that type of behavior and appreciate all of the feedback she gave us.We processed a refund for the $6.95 label fee back to the original method of payment, which was Ms. [redacted]’s [redacted] ending in [redacted]. The refund should appear on the account within 2-3 business days from today. We also issued a complimentary $25.00 Venus gift card Ms. [redacted] can use towards a future purchase. The gift card should arrive within 7 business days from today. We value Ms. [redacted]’s business, sincerely thank her for the feedback, and hope this resolution is satisfactory.

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]