Hotel and Hospitality Concepts

We have reviewed the customer complaint, and understand why the customer may feel the shipping methods listed on our site are misleading Duties and Taxes are assessed by local customs authorities, andeastdane.com does not have control over the fees that may be assessed to our customers who accept delivery When shipping internationally, all orders are subject to Duties and Taxes upon arrival into their country, and when agreeing to the International Shipping Terms and Conditions, customers accept responsibility for these fees should they incur anyWe offer several methods of shipmentThe method Kian Chen selected (postal) does not apply the DAT at checkout It is a slower method, and it allows each customer to work directly with their local Customs office once their package arrives at Customs The term ‘n/a’ used in this method, does not indicate customers are not subject to paying their DAT, but rather –they do not need to pay the DAT deposit to eastdane.com at the time of checkoutWe are sympathetic to this misunderstanding and inconvenience, which is why we suggested to refuse the package due to the high DAT Since Kian Chen accepted delivery and has already paid DAT to their local Customs office, we are happy to work with them on reimbursement of DAT We will continue to work directly with the customer to resolve this issue once we’ve been provided the Customs paid receiptsAlso, I don’t know if you saw our second email yesterday (attached) regarding the fact we can’t find Shopbop on the Revdex.com website in the search functionFurther, when I saw our name on our profile when I signed in, it had some Amazon names on thereMay I ask when these changes were implemented, and why? Thanks!***

There are no changes since our last postThe Customer was refunded in full for merchandise not receivedBecause the transaction was successful, we have no reason to request financial institution information nor is it our policy

Our Customer purchased a Marchesa Notte wedding dress on 11/22/for $with an estimated delivery date of 11/The package left the Shopbop warehouse on 11/was held up one day in Singapore customs and ultimately delivered on 11/ With the potential uncertainty of customs clearance Shopbop does not offer promise dates to for international shipping addressesWe communicated with the Customer by email on 11/when she inquired about the delivery date of her packageWe clarified that the estimated timeline of 11/was not a guaranteed dateShe contacted us again on 11/expressing the concerns regarding a scheduled photo shoot and dislike of the dresses color (as outlined in the complaint.) We apologized agreed to waive the $international return charges and the $duties and taxes (DAT) assessed on the shipmentThe DAT fees were refunded to original form of payment on 12/1/and we confirmed the reimbursement by email on 12/Shopbop refunded the wedding dress in full, to the original form of payment, on 12/6/

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11908098, and have determined the given solution is not sufficient for solving the issueBesides shipping cost, I have already paid NT$for this shipment, so this amount of money needs to be reimbursed to me as wellMoreover, Shopbop didn't admit the mistake during the communication between the company and myself until I reported this case to Revdex.comTheir mistake and the service provide has been wasting me too much time emailing back and forth for weeksI request Shopbop to formally apologize to me and compensate both shipping and custom in addition to making refund to my credit card that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

Shopbop received the customer's package beyond our day return policy and was automatically issued a refund in the form of a store credit as noted in the original complaintUnfortunately shopbop customer service was unable to rectify the error immediately as the cardholder worked with his bank to recoup the fundsAs of now, the customer has been refunded in full to the original form of payment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]i contacted shopbop several times between 4/1/and continued to do so until filing this complaintI shipped both sets of earrings back in apprx 4/12/I was told by shopbop that they "misplaced" the package, it was even ensured by UPS to cover the cost of both pair of earringsEach time I spoke with their customer service until this complain was filed they told me they refused to issue a refund or offer a man exchangeOnce I threatened to file I was told a refund had Ben processed "sometime in June"I called, but a refined was never receivedEach time I spoke with them after this they asked me to double check with my bank and "if there isn't a history of the refund then well give you a store credit"I would call my bank and then call them confirming there was never a refund issued as that card had been closed ling agoShopbop would then insist I call them againThey did tis five or six times telling me to "double check just one more time and if it's not there, well rectify the situation" and then they refuse to fix it when provided with proofI even called and had the bank in the other line.
Regards,
*** ***

We have resolved you original complaint. You have been refunded in full for duties and taxes that you were unaware would be assessed by customs within your countryWe understand if you choose not to shop with us in the future due to duties and taxes you may incur by shipping orders internationallyAt this time we have no further outstanding issues to address and consider this issue resolved

*** *** contacted us on 4/1/stating that she received a pair of defective earringsWe sent a replacement pair of earrings at no chargeThe replacement order was delivered to her on 4/6/Additionally, she was emailed a free prepaid shipping label to return the defective pair
to shopbopOn 4/13/*** *** contacted us indicating that she required an additional return label as the one sent on 4/had not reached her emailWe emailed her a second labelOn 4/she contacted us to let us know she had used the label to return the original defective earrings and the free replacement pairOn 5/12/she contacted us for an update on her refundThe free return label tracking information indicated that it had not reached shopbopIn good faith, we issued a refund of $to her original forms of payment for the replacement pair of earrings$to the original gift certificate and $to the credit card used in the orderShe contacted shopbop again on7/16/to inquire about her refundWe confirmed with our credit card payment processor that the refund of $was successfully processed on 5/12/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** **No matter what Shopbop sent me such defective items! Strongly need to return !!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
EAST DANE is too late to give the response, and I already returned the productsIt's too bad to have this experience, but anyway, I want them not to show "n/a" on their website, not only me but all customers will have my problemthey need to show more statements such as "Local custom may request the taxes or duty charge when the package arrived", so that other customer can make the crrect decision when they select the shipping method.I really really so disappointed for this website and their customer service!!!!!!!! so bad!!!!! Amazon always stay at consumer side, but this website doesn't!!!!!!!!!
Regards,
*** ***

As outlined in the complaint, the Customer placed an order on 10/13/that was delivered to her address in T*** *** on 10/31/When she returned the items we refunded her to a gift certificate on 11/and confirmed the account credit within her return confirmation emailThe return
timeline was incorrectly calculated on our end and she was refunded to a store credit in the form of a gift certificateUnfortunately as she noted, she was unaware the $gift certificate on her account was from the returned order and she applied it to a new order she placed on 12/Because this credit was used on a new order, we are unable to refund it to her original form of payment. In our email communication with her we verified that should she return any merchandise from the recent order, we will refund her credit card rather than the gift certificate used on the orderWe will also absorb any DAT charges paid on the original order and accommodate any return costs if she chooses to return her recent order

The customer purchased three items from Shopbop on 10/15/with estimated delivery dates of 11/ 13/One of the three items was not delivered due to unforeseen customs issues and this item was refunded on 11/18/17. The other two items were delivered on 10/27/and 10/29/On 12/12/the
Customer contacted us indicating the two items received were defectiveUnfortunately based on account history across multiple accounts we are unable to refund the customer for these items

***>Sep (days ago)tomeGood afternoon,This complain can be closedThe issue with ShopBop has been resolved.Thanks

I'm sorry that the customer did not receive the email we sent to to her via the email address within her shopbop accountI resent our apology to the email address within this complaint and again presented a solution to resolve this situation and await her reply

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that even this resolution is not satisfactory to me, but I have to accept as they said they cannot do any futher action! disappointed!!
Regards,
*** ***

Ms. [redacted] placed an order for a leather handbag with Shopbop on 7/15/16. She contacted us on 7/21/16 indicating that she did not receive her package which as delivered earlier that day. Shopbop opened an investigation with UPS.com into the matter, and UPS resolved the investigation indicating that...

the parcel was successfully delivered. UPS contacted the customer to look into the investigation further and the customer did not wish to work with UPS further on the matter. We would be glad to discuss Ms. [redacted] account history with her directly but at this time we are unable to refund her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.That is the exact same response you sent last time, and as I stated last time, no refund was ever issued. Shopbop asked me multiple times to "double check" with my bank about the refund, after I did that, if their was no history of the refund they would issue me the store credit owed. I would grant their request, contact both the bank and shopbop, confirm there was never a refund only to have shopbop tell me I would have to "double check" with my bank "one more time". They did this about a dozen times, even though they were on the line while my bank confirmed there was never a refund issued by shopbop. Shopbop even admitted they have made a mistake, to please contact them, once I did, they tried to get personal banking information from me. 
Regards,
[redacted]

Shopbop emailed the customer on November 16, 2016 indicating her account was closed due to an unacceptably high rate of returned merchandise. As stated in our Conditions of Use, BOP reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole...

discretion. https://www.shopbop.com/ci/aboutShopBop/conditions.html#cs=ov=73252850624,os=46,...⇄

There are no changes since our last post. The Customer was refunded in full for merchandise not received. Because the transaction was successful, we have no reason to request financial institution information nor is it our policy.

Our Customer purchased a Marchesa Notte wedding dress on 11/22/16 for $621.60 with an estimated delivery date of 11/28. The package left the Shopbop warehouse on 11/22 was held up one day in Singapore customs and ultimately delivered on 11/29.  With the potential uncertainty of customs...

clearance Shopbop does not offer promise dates to for international shipping addresses. We communicated with the Customer by email on 11/25 when she inquired about the delivery date of her package. We clarified that the estimated timeline of 11/28 was not a guaranteed date. She contacted us again on 11/29 expressing the concerns regarding a scheduled photo shoot and dislike of the dresses color (as outlined in the complaint.) We apologized agreed to waive the $35 international return charges and the $58.86 duties and taxes (DAT) assessed on the shipment. The DAT fees were refunded to original form of payment on 12/1/16 and we confirmed the reimbursement by email on 12/1. Shopbop refunded the wedding dress in full, to the original form of payment, on 12/6/16.