First of all, let me sincerely apologize for errors and frustrations caused by us. I am the CEO, so I hope you know when something like this takes place I personally take responsibility. The holiday time is one that we look forward to, and are also terrified of due to fringe issues happening that...
are not always in our control. This is not an excuse for anything that happened to you, but it is an issue that arises of handling thousands of orders.I know that you have been a customer with us for quite sometime, and I would hate for an experience like this to ruin our relationship for good. I want to make sure every single one of our customers choose to purchase from us time and time again, because of the extra effort we take to make you feel special.So, having said all of that, what can I do or Ice.com do to fix this? I want to make sure we "delight" our customers, and today I am asking you what would "delight" you and not only rectify this situation, but also give you the desire to purchase from us in the future?Thank you for your patience and understanding. [redacted], CEO
We are sorry for the difficulty the customer experience with the product and her disappointment with the service. The customer was contacted and issued a label for the return of the bracelet on February 15, 2017. The product was received by our returns department on February 25, 2017, a full refund...
was issued today February 27, 2017.The customer will be notified immediately that the return was received and the refund has been issued. Thank you.
Dear [redacted],I'm sorry to hear that you feel the item information provided on our site was misleading. We do list in our product description that the complimentary chain is in "Sterling Silver Rhodium Finish". I've attached a photo here from the site for reference. In regards to returning your...
item, you filed a chargeback in April and our team provided you with a return label on two different occasions and scheduled a pickup for you. There are screen shots attached of those emails as well. Since we never received the item back, we were unable to process the refund. If the item is still in new condition, and you return it to us, we will be happy to provide you with a full refund. 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]
Hello [redacted]I want to apologize for any negative experience you've had with ICE.com. We have looked into the listing in question and are pulling inventory until we can make sure that all information is displayed accurately. We are happy to credit you in full for your transaction due to the...
inconvenience this has caused and we apologize the gift your recipient received was not as expected.It is our goal to make sure that each customer has an exceptionally positive experience with us.
Hi [redacted], The title for that item has been updated to reflect the sterling silver chain details. I hope that is helpful. The previous label we provided will no longer be usable as USPS labels expire. I've attached a new label here that you can use for your return. Once the item is received and the condition is verified as new, you will receive a full refund. Please let me know if I can further assist you.
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]
First of all, let me sincerely apologize for errors and frustrations caused by us. I am the CEO, so I hope you know when something like this takes place I personally take responsibility. The holiday time is one that we look forward to, and are also terrified of due to fringe issues happening that...
are not always in our control. This is not an excuse for anything that happened to you, but it is an issue that arises of handling thousands of orders.I know that you have been a customer with us for quite sometime, and I would hate for an experience like this to ruin our relationship for good. I want to make sure every single one of our customers choose to purchase from us time and time again, because of the extra effort we take to make you feel special.So, having said all of that, what can I do or Ice.com do to fix this? I want to make sure we "delight" our customers, and today I am asking you what would "delight" you and not only rectify this situation, but also give you the desire to purchase from us in the future?Thank you for your patience and understanding. [redacted], CEO
We are sorry for the difficulty the customer experience with the product and her disappointment with the service. The customer was contacted and issued a label for the return of the bracelet on February 15, 2017. The product was received by our returns department on February 25, 2017, a full refund...
was issued today February 27, 2017.The customer will be notified immediately that the return was received and the refund has been issued. Thank you.
Dear [redacted],I'm sorry to hear that you feel the item information provided on our site was misleading. We do list in our product description that the complimentary chain is in "Sterling Silver Rhodium Finish". I've attached a photo here from the site for reference. In regards to returning your...
item, you filed a chargeback in April and our team provided you with a return label on two different occasions and scheduled a pickup for you. There are screen shots attached of those emails as well. Since we never received the item back, we were unable to process the refund. If the item is still in new condition, and you return it to us, we will be happy to provide you with a full refund. 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]
Hello [redacted]I want to apologize for any negative experience you've had with ICE.com. We have looked into the listing in question and are pulling inventory until we can make sure that all information is displayed accurately. We are happy to credit you in full for your transaction due to the...
inconvenience this has caused and we apologize the gift your recipient received was not as expected.It is our goal to make sure that each customer has an exceptionally positive experience with us.
Hi [redacted], The title for that item has been updated to reflect the sterling silver chain details. I hope that is helpful. The previous label we provided will no longer be usable as USPS labels expire. I've attached a new label here that you can use for your return. Once the item is received and the condition is verified as new, you will receive a full refund. Please let me know if I can further assist you.
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]