Hourglass Angel, LLC

Initial Business Response / [redacted] (1000, 8, 2014/10/09) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] There was a miss-communication as there was a reshipment of her package as customer claimed that the package was lostPackage was resent, and customer sent back all of the items and we did not understand why, until we found that there had sent her another packageThere was a check mailed to her on 10/of her entire total 131.90; number of check Check ***Customer is aware of our proceeding actionsWe did apologize for the inconvenience and this has been resolved for her

Initial Business Response / [redacted] (1000, 5, 2014/07/31) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Customer placed an order with us, once received she emailed us to get a free label for exchangeLabel was emailed to her and her exchange was shipped, customer then emailed us stating that she received a worn garment; we apologized and emailed her a label to get a replacementThe label unfortunately was the same one used previously by the customer with her 1st exchangeA month later she called stating that she never received her replacement and I kindly asked her to provide me with the tracking numberThe tracking number that she gave me was the for the previous exchange that she had sentOf course we acknowledge that we made a mistake in sending her the same label twiceShe claimed that she dropped it off at the post office and claimed that they handed her a receipt, I asked her to kindly provide me with an image of the receipt as it was the only proof we had that she had attempted to send us back the garmentShe said "no" and then argued that she would call us back after speaking to the USPS in her areaShe called back and spoke to [redacted] and she stated that they told her it was possible for then to use the same shipping label twice [redacted] and myself called USPS on numerous occasions there after to confirm if this was possible and every employee and manager said it was not possibleWe then proceeded to call the customer to inform her of our findings, and she said she would go to her local post office to inquire about the packageShe called us back and we called USPS on a three-way, we were on the phone with a "Technical Specialist" and she claimed that it was not possible to use the label once more.She is aware that it is not possible and there is no proof that she even attempted to send us back the orderWe may ship her a replacement as courtesy or refund

Initial Business Response / [redacted] (1000, 8, 2015/01/26) */ The customer's order was indeed placed on 1/11/at 7:pmWe did receive an email from her at 7:pm on the same day requesting to cancel the order1/was a Sunday and we are closed on the weekendWhen emails are responded to each day, we begin with the oldest email and work toward the most recentHer order was processed Monday morning, 1/12/15, and was shipped before we saw her emailThe customer did email us on 1/at 10:am requesting an updateThe shipping confirmation was also emailed from us on 1/On 1/we responded via email with our return policy, and the customer requested a return labelThe customer responded on 1/that she did want a return label for her packageA different customer service agent wrote the customer an email on 1/to confirm she wanted to do a return and agreed to the $postage feeThe customer also responded via email yesterday that she was frustrated by the shipping fee since she had originally tried to cancel her order immediately after she placed itThe Customer Service Lead has now emailed the customer and apologized for her frustration and the inconvenience, and sent her a free shipping label to return her order free of chargeShe also offered her a discount for a future order In regards to the phone call, I am unsure as to when the customer attempted to callWe are open Monday through Friday from 9:am to 5:pm CSTIf she was indeed on hold for over minutes, then that was possibly an error with our phone system and was unintentional We strive to improve our service daily, and hope we have rectified the customer's concernIf we have not addressed the issue to the customer's satisfaction, we would love to hear how we may make this rightShe may call us at XXX-XXX-XXXX ext[redacted] and speak to ***, Customer Service Lead, directlyThank you!

Initial Business Response / [redacted] (1000, 8, 2014/10/09) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] There was a miss-communication as there was a reshipment of her package as customer claimed that the package was lost Package was resent, and customer sent back all of the items and we did not understand why, until we found that there had sent her another packageThere was a check mailed to her on 10/of her entire total 131.90; number of check Check ***Customer is aware of our proceeding actionsWe did apologize for the inconvenience and this has been resolved for her

I do not recommend ordering from this business for lack of customer service from the managementI ordered a garment and it was shipped *** The tracking indicated that I had received my package when indeed it was never delivered I called Hourglass to see what could be done to find my package and I was unpleasently greeted by Daisy *** who I later found out was the customer service manager and no one above her was available to speak to me regarding this issue She offered no assistance in helping me locate the item or trying to re-ship a replacement her solution was the *** lost it and I needed to deal with them As expected I call *** and get less than great assistance and to this day have started a claim with them trying to give the best information I could regarding the shipping that was done by Hourglass AngelAll in all I am out of my package and about $Not have with the response from this so called "business"

Initial Business Response /* (1000, 5, 2015/07/01) */
Thank you for contacting Hourglass AngelWe apologize for the confusion regarding the emails being sentWhen you originally contacted us with regards to removing your email from our database, we did unsubscribe your email address from
receiving sales emailsThe following emails you received were transactional emails because you have an open account with usWe have since suppressed your email address within our system and you should no longer receive any emails from us going forward
If there is anything else I can be of assistance with, please let me know
***
Customer Experience
***@hourglassangel.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/02/26) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
*** contacted us twice via email on 2/5/requesting for a manager to call herThe Customer Service lead
attempted to contact *** by phone on 2/10/and was unable to reach herThe Customer Service lead then sent *** an email asking for her to contact the Customer Service lead directly by calling her extension*** emailed us on 2/17/stating she tried to call, but the line was busyA different Customer Service Agent spole to *** on 2/18/and *** informed us of her defective garmentThe Customer Service Agent emailed *** on 2/18/and attached a return shipping label for her to send the garment back to us and also attached our return and exchange policyThe tracking information shows that the returned package was received at our facility on 2/23/We will process her request for a replacement, and it will be shipped tomorrow, 2/27/with *** Priority shippingThank you

Initial Business Response /* (1000, 8, 2015/02/26) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
*** contacted us twice via email on 2/5/requesting for a manager to call herThe Customer Service lead attempted
to contact *** by phone on 2/10/and was unable to reach herThe Customer Service lead then sent *** an email asking for her to contact the Customer Service lead directly by calling her extension*** emailed us on 2/17/stating she tried to call, but the line was busyA different Customer Service Agent spole to *** on 2/18/and *** informed us of her defective garmentThe Customer Service Agent emailed *** on 2/18/and attached a return shipping label for her to send the garment back to us and also attached our return and exchange policyThe tracking information shows that the returned package was received at our facility on 2/23/We will process her request for a replacement, and it will be shipped tomorrow, 2/27/with *** Priority shippingThank you

Initial Business Response /* (1000, 8, 2015/01/26) */
The customer's order was indeed placed on 1/11/15 at 7:19 pm. We did receive an email from her at 7:23 pm on the same day requesting to cancel the order. 1/11 was a Sunday and we are closed on the weekend. When emails are responded to...

each day, we begin with the oldest email and work toward the most recent. Her order was processed Monday morning, 1/12/15, and was shipped before we saw her email. The customer did email us on 1/13 at 10:04 am requesting an update. The shipping confirmation was also emailed from us on 1/13. On 1/15 we responded via email with our return policy, and the customer requested a return label. The customer responded on 1/22 that she did want a return label for her package. A different customer service agent wrote the customer an email on 1/25 to confirm she wanted to do a return and agreed to the $5 postage fee. The customer also responded via email yesterday that she was frustrated by the shipping fee since she had originally tried to cancel her order immediately after she placed it. The Customer Service Lead has now emailed the customer and apologized for her frustration and the inconvenience, and sent her a free shipping label to return her order free of charge. She also offered her a discount for a future order.
In regards to the phone call, I am unsure as to when the customer attempted to call. We are open Monday through Friday from 9:00 am to 5:30 pm CST. If she was indeed on hold for over 30 minutes, then that was possibly an error with our phone system and was unintentional.
We strive to improve our service daily, and hope we have rectified the customer's concern. If we have not addressed the issue to the customer's satisfaction, we would love to hear how we may make this right. She may call us at XXX-XXX-XXXX ext.[redacted] and speak to [redacted], Customer Service Lead, directly. Thank you!

Initial Business Response /* (1000, 8, 2015/01/26) */
The customer's order was indeed placed on 1/11/15 at 7:19 pm. We did receive an email from her at 7:23 pm on the same day requesting to cancel the order. 1/11 was a Sunday and we are closed on the weekend. When emails are responded to each day,...

we begin with the oldest email and work toward the most recent. Her order was processed Monday morning, 1/12/15, and was shipped before we saw her email. The customer did email us on 1/13 at 10:04 am requesting an update. The shipping confirmation was also emailed from us on 1/13. On 1/15 we responded via email with our return policy, and the customer requested a return label. The customer responded on 1/22 that she did want a return label for her package. A different customer service agent wrote the customer an email on 1/25 to confirm she wanted to do a return and agreed to the $5 postage fee. The customer also responded via email yesterday that she was frustrated by the shipping fee since she had originally tried to cancel her order immediately after she placed it. The Customer Service Lead has now emailed the customer and apologized for her frustration and the inconvenience, and sent her a free shipping label to return her order free of charge. She also offered her a discount for a future order.
In regards to the phone call, I am unsure as to when the customer attempted to call. We are open Monday through Friday from 9:00 am to 5:30 pm CST. If she was indeed on hold for over 30 minutes, then that was possibly an error with our phone system and was unintentional.
We strive to improve our service daily, and hope we have rectified the customer's concern. If we have not addressed the issue to the customer's satisfaction, we would love to hear how we may make this right. She may call us at XXX-XXX-XXXX ext.[redacted] and speak to [redacted], Customer Service Lead, directly. Thank you!

Initial Business Response /* (1000, 8, 2014/10/09) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
There was a miss-communication as there was a reshipment of her package as customer claimed that the package was lost....

Package was resent, and customer sent back all of the items and we did not understand why, until we found that there had sent her another package. There was a check mailed to her on 10/02 of her entire total 131.90; number of check Check [redacted]. Customer is aware of our proceeding actions. We did apologize for the inconvenience and this has been resolved for her.

Initial Business Response /* (1000, 8, 2014/10/09) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
There was a miss-communication as there was a reshipment of her package as customer claimed that the package was lost. Package...

was resent, and customer sent back all of the items and we did not understand why, until we found that there had sent her another package. There was a check mailed to her on 10/02 of her entire total 131.90; number of check Check [redacted]. Customer is aware of our proceeding actions. We did apologize for the inconvenience and this has been resolved for her.

Initial Business Response /* (1000, 5, 2014/07/31) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email:[redacted]
Customer placed an order with us, once received she emailed us to get a free label for exchange. Label was emailed to...

her and her exchange was shipped, customer then emailed us stating that she received a worn garment; we apologized and emailed her a label to get a replacement. The label unfortunately was the same one used previously by the customer with her 1st exchange. A month later she called stating that she never received her replacement and I kindly asked her to provide me with the tracking number. The tracking number that she gave me was the for the previous exchange that she had sent. Of course we acknowledge that we made a mistake in sending her the same label twice. She claimed that she dropped it off at the post office and claimed that they handed her a receipt, I asked her to kindly provide me with an image of the receipt as it was the only proof we had that she had attempted to send us back the garment. She said "no" and then argued that she would call us back after speaking to the USPS in her area. She called back and spoke to [redacted] and she stated that they told her it was possible for then to use the same shipping label twice. [redacted] and myself called USPS on numerous occasions there after to confirm if this was possible and every employee and manager said it was not possible. We then proceeded to call the customer to inform her of our findings, and she said she would go to her local post office to inquire about the package. She called us back and we called USPS on a three-way, we were on the phone with a "Technical Specialist" and she claimed that it was not possible to use the label once more.She is aware that it is not possible and there is no proof that she even attempted to send us back the order. We may ship her a replacement as courtesy or refund.

[redacted]Initial Business Response[redacted]
Customer was advised that there would be a claim initiated for the lost package. Customer was advised that it could take...

up to ten business days to complete investigation.[redacted] was contacted on 1/25/2014, and they were unable to file claim as order was still in transit, customer was contacted via telephone and via email on 1/31/2014. We were unable to reach her, and left a voicemail. Spoke to customer on 2/11/2014 and she agreed we can reship her package. Package was reshipped via [redacted] Ground free of charge on 2/11/2014 with signature confirmation; tracking number [redacted]