Ideel

Review: This company does not advertise a phone number for customer service and the only way you can communicate with them is to send them an email for assistance or contact them via live chat. Well I have sent several emails about two orders that I have placed over the last week starting on Dec. * about a billing issue and they have not answered any emails which they say they strive to do within 4 business hours or you can reach them via their live chat that has not be online for the past 5 days. They post their online chat hours to be from 8:59am to 9:00am Monday thru Friday and 10:59am to 11am Sat & Sun all EST. This is only a one minute timeframe and it also disagrees with their hours listed in another place on their website. One of the orders I placed said it would take 30% off of an item over $200 but it only took 20% off so the advertisement was not true and I have already been billed for this item and there is no way to correct it now without someone from the company contacting me to give me the additional credit or explain why it wasn't correct. I also found a [redacted] number for this company but it went to voicemail and said someone would call back. Still have not received a call and left a message on Dec. *.Desired Settlement: I would for this business to respond to my inquiries and give me any money back that I am owed. All I want is for the company to be responsive to their customers when they are contacted. If they are having technical difficulties in responding then they should post something on their website to that effect. Also I would be very hesitant to send either order back because I might not get my money back at all and there is no way to talk to a human at this point. Very disappointing.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I ordered a pair of boots from this company on 1/**/15. My order summary said I could expect delivery by 2/*/15. I have not received them, and it is impossible to speak to a live person, just email or live chat. So far, I have had approximately 10 preauthorizations in the amount of $99.94 (the amount of my order) placed on my bank account. Although they continue to preauthorize, the previous authorizations do not automatically disappear. Currently there are 5 preauthorizations for a total of $499.70 on my bank account. I have had numerous live chats with them, and I am always told they will resolve my problem or someone will get back to me. No one has, and I still don't have my boots. Stay away from this company!!!!

Review: There are so many issues with this company first you can never reach an agent, second I believe they are committing fraud since there are complaints they just take people's money and give them used products which they claim is new or sometimes not give the item in general.Desired Settlement: The Revdex.com should look into this company and take some action The company is not being honest on their products I Sent my money buying products that looks used and can't get into any contact with the company to even ask for a refund. Yes there customer service is trouble, I have been trying for days to reach someone but no clue. So yes I would like a refund however something should be done to make people more aware of companies like this.

Consumer

Response:

The company is not being honest on their products I Sent my money buying products that looks used and can't get into any contact with the company to even ask for a refund. Yes there customer service is trouble, I have been trying for days to reach someone but no clue. So yes I would like a refund however something should be done to make people more aware of companies like this.

Review: I've tried 3 times to contact this business. They make a claim on their website to reply within 24 hours maximum and brag that "We’re proud that our typical customer service response time is under 4 business hours, so you can expect to hear from us within the same day." (verbatim from their automated email response) yet I've received no replies to repeated emails and their online chat which claims to be available M-F during business hours, is always offline. They've taken away their toll-free # and any other way to reach a live rep, so there is literally NO WAY to reach someone.

My issue is that they changed their return policy at the beginning of December from 21 days (30?) to 14 days from the date of shipment. This is rather underhanded considering many items are being given as gifts. While most online retailers lengthen their return policy, they did just the opposite and then became unreachable in January. I am asking to return 3 items (unused/unworn/new) and receive credit to my original form of payment. In addition to this, many times it takes almost, if not the full 2 weeks, to receive items.

Within the item description, it merely shows "eligible for return" or "not eligible for return". No mention of the # of eligibility terms.Desired Settlement: Would like to return the 3 items and receive a full refund to my credit card.

Review: I have placed only five orders since my registration as Ideeli member, and now I have to apply to Revdex.com assistance again cause everything has its limit including patience and tolerance.

Now I can say that I faced huge problems with ALL MY FIVE ORDERS! No one from them has been fulfilled by Ideeli properly and I failed to get an adequate assistance from Ideely customer service that prefers to ignore my complaints.

My first order #[redacted] placed 08/**/2013, the item was delivered to me only in a month, on September 7, but IN WRONG COLOR! Very poor customer service, had to contact Revdex.com.

My second order #[redacted] placed 09/**/2013, the item was defective.

My third order #[redacted] from 01/**/2014, Ideeli sent me the wrong item and wasn't able to provide me with any exchange of course. Ignorant, careless customer service.

The fourth order #[redacted] from 01/**/2014, I was provided with incorrect shipping information and had been tracking the order four days using wrong tracking number. Only when I contacted Ideeli CS myself I was told that my order was assigned a new tracking number and it was delivered and signed for by a completely different person! And nobody cared enough to inform me about that! I had been tracking it four days to no effect, then I found out that it had been already delivered and had to spend much time and efforts to find it!

And the fifth order, the last one, #[redacted]placed 01/**/2014. As usual, after my numerous contacts to Ideeli CS, it occasionally emerged that they couldn't fulfill my order because the item wasn't available! And I received this automatic message after I contacted CS and was told that "there is already a shipment request number assigned for your order and warehouse should be shipping this already to you"!

I have described all of this and nobody replied, cause ignorance and devil-may-care is Ideeli CS common practice.

It seems that I am the only one who respects my time and my efforts and that Ideeli doesn't care of its customers at all.Desired Settlement: I would like to get $100 store credit as an apology and guarantee that Ideeli will be more attentive in fulfilling its obligations regarding its customers.

I have placed five orders and it is totally unacceptable to have the issues with EACH of them! I have spent enough time, efforts and nerves and want to get a fair compensation.

Business

Response:

To Whom It May Concern,

Review: Order number: [redacted]

There was a $580.98 order placed January [redacted] 2016 without my authorization and I have been trying to communicate with ideel through chat, email and telephone to make sure this matter is canceled and resolved and they have yet to respond; which is very unprofessional because there is no way of communicating or getting customer service from this company making them very untrust worthy. I have tried getting in contact with this company in every which way, I am very displeased with there customer service which is non existent at this point and the way they handle business with customersDesired Settlement: I would like for this order to be cancelled at once and for the money to be returned to my account as soon as possible.

Review: I have been trying to contact them since Friday and nothing , they don't ever answer the phone or return any kind of emails. ...it is ridiculous that no one answers the phone. Also when I tried to chat with them over the weekend they had their chatting schedule as closed sat n sun

And open m-f from 10 am to 6pm , now on Monday they have the schedule as closed m-f and open on sat n Sunday from 10am to 6pm like really they are such liers and have no one working the customer service department and that is insane because customers money is involved!

...please help me ..thank you!Desired Settlement: I need them to call me so the purchase I Made with the credit card on file for be cancel and so it can be taken with a new bank card ( the system never asked for former of Payment so it just took fund from my card on file by itself )

Review: This company failed to disclose in the order invoice that my Debit account would be charge twice. This caused me to receive over-drawn charges on my account from the bank. The company charged my account when the order is made. They then charged my account a second time, when the order is apparently about to ship. So I currently have 2 charges in my account. After the order is shipped, I as told by their customer service representative that they void the first charge. This is deceptive and has caused me to loose money from my bank.Desired Settlement: I want them to disclose with every order process form, that your account will be charged twice but the first charge will be dropped after shipping or I don't want them to do the second charge at all. I would like to be credited $5.00 that the bank charged me due to the over-drawn bank account because Ideeli charged me twice and did not tell me upfront.

Business

Response:

To Whom it May Concern,

Our system is set up to authorize the member's credit card for the full value of the order at checkout, to ensure the card on file is valid and that the funds are available to cover the order.

We hold that authorization for up to 48 hours, in the event the item is available immediately, we can fulfill the order and capture payment on a single transaction. In most other cases, the items we sell are not available for around 2 weeks, and the authorization has plenty of time to drop off the credit card before we place a new hold in preparation to ship the order.

[redacted]'s order was placed on Sept [redacted], and the initial authorization was voided on October [redacted]. Because the order was placed after 10pm, the authorization was not voided until the close of business on October [redacted]. However, the 48 hour window had passed when we generated a shipment request to the warehouse to fulfill her order on the morning of October [redacted]. The system had to issue a new authorization at that time.

While this is a rare circumstance of overlap, the two transactions in question are both authorizations, and not formal charges to the card. As of the end of business on October [redacted], no money had been removed from [redacted]'s account by ideeli, and her bank should not charge any fees based on hold requests. The initial authorization from September [redacted] has already been voided on our end, and the bank should update her account shortly.

Review: I purchased a dress from Ideel. On the website Ideal said that "free returns." I had to return the dress the day after because it did not fit. Ideel issued a refund but deducted $8.95 for return shipping. I emailed Ideal about it and on November **, Issac from Ideel customer services said: "The "Free returns" means you are eligible to return the item once purchased and we will deduct $8.95 as return shipping fee."

This is very misleading. Free returns are free returns, not the ones you have to pay for. Ideel continuously refused to refund the charge.Desired Settlement: I want $8.95 back.

Business

Response:

To Whom It May Concern,Our Free Return policy is for store credit. Any eligible item can be returned for store credit at no extra charge. We provide the return label and we credit the customer when the item is received and processed. Cash Refunds, processed to the credit card on file, are not free. This is an option that the member has, and for an $8.95 return shipping fee which they must agree to when they request a return, we will return any amount charged to their credit card as a refund. Any credits or coupons used on the order can only be returned as credits, even if the $8.95 fee is selected.However, our agents are trained to provide each member with a one-time courtesy, if this return policy is too confusing. As this was Victoria's first return with us, I am processing the $8.95 fee that was charged as an addiitonal refund to her card, and she should see that amount post to her card in the next 3 to 5 business days.Please let me know if any additional information is required. Sincerely [redacted]Ideel Customer Service Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The company failed to refund the entire amount charged to my account minus the shipping charges.

I was charged 45.29 for a dress they sent me in the wrong size and they only refunded me 25.47.Desired Settlement: They need to refund all but the 8.95 shipping charge. It is really poor policy to charge me for shipping when they sent me the wrong item. I ordered a size 12 and they sent me a size 6.

Business

Response:

To Whom It May Concern,According to our records, Order # [redacted] was placed on October [redacted] for the following item:TAHARI ARTHUR S. LEVINE Petite Sleeveless Scoop Neck Diamond Pleated Dress Cobalt 6P- A copy of the order confirmation e-mail is attached to this e-mail.This order was billed as follows:$34.99 - subtotal for item- $3.49 discount (10% off)$9.95 shipping fee$3.84 - tax on item and shippingTotal charged for shipping - $10.87Total for item (with tax) - $34.42Total billed for order - $45.29The item we delivered was correctly sized based on this order - and the return was created by [redacted], and marked as "size is too small.We offer 2 return options: Store credit for the purchase price of the item and free return shipping, or a refund in your original form of payment minus a $8.95 return shipping fee. [redacted] opted to receive a refund to her credit card, less the $8.95 fee.Returns are not refunded for the initial shipping fee, so [redacted]'s return was processed for $34.42, less the $8.95 return shipping fee. Her refund totaled $25.47.Today we spoke to [redacted], and the descrepancy seems to be with the tax charge on the initial shipping fee. She felt our refund was $.092 short, due to this tax, and we are refunding her that value immediately to apologize for the confusion.She also informed us that prior to receiving her order, she spoke to an agent via phone about the fact that she intended to order a size 12, but her order confirmation showed a size 6(p). This phone call does not appear in our records, and we have asked [redacted] to provide the name of the agent she spoke to, and the date she called, plus the number she called from. Once we can confirm this conversation took place, and the nature of the call, we would be happy to refund the $8.95 shipping fee for this order.Please let me know if there is any other information you require.-- [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

The company states that they have no record of my call stating their website defaulted to a size 6 when I chose a size 12. They also state that I initiated my own return without their knowledge however they have to know about the return because they emailed me a [redacted] label which they deducted 8.95 from my return for. They advised that had I notified them of the return I wouldn't have been charged the return shipping charge. I don't understand how they can say they didn't know when they emailed me the label and I had to verify that the item was actually eligible for return because based on their return policy some items are not eligible for return. Even though I didn't agree to their resolution the did provide me with a "one time refund of $0.92" for the additional tax they charge on shipping.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom It May Concern,The issue that we are currently investigating, that being the phone conversation between [redacted] and a representative of our Customer Service Team, is the main reason for this entire situation. We are systemically incapable of substituting one size for another once an order has been placed. This is due to the nature of our flash-sale business, and the limited inventory that we make available to our members in any given sales event. Each size/color of any article of clothing is treated as it's own unique SKU, meaning our CS team is trained from day one to resolve a case such as [redacted]'s by cancelling the order with the wrong-sized item, and helping the member create a new order with the correct size.The fact that this was not done on October[redacted], when the phone call is reported to have taken place, means we need to speak with that agent, using the phone call to retrain their behavior. This was the reason for asking [redacted] for the name of the agent, the phone number she called from, and the date she called - so that we could confirm that call and take the appropriate actions, including refunding her shipping fees since the order should have been cancelled.Because we have no record that this call occurred, no name of the agent she spoke to, and no other proof that our Cs team was notified of the sizing error on the date the order was placed, we had to treat this as a return through our normal policy.The return was processed by [redacted] on November[redacted], from her account, with no Customer Service assistance. The returns process is automated, and we receive thousands of returns every week from members so we cannot keep track of every systemic return requested by a customer. Members must select the reason for their return. On the top of the page where returns are requested, we message the fact that damaged, defective and incorrect/wrong items must be reported to CS (I've attached a screen shot of this page as viewed by all members of the site). If the member selects any of those reasons from the drop-down menu, the system automatically forwards them to the FAQ page (link below) that informs in detail what to do in the event of receiving a wrong. damaged or defective item. https://support.ideel.com/app/answers/detail/a_id/182/session/L3RpbWUvMTQxNjUxOD...⇄ [redacted] marked her return as "Size is too small", and the size she received corresponds to the size she ordered, and she made no attempt to contact us on November [redacted] despite the messaging on the returns page means that no CS agent assisted with this return at any step of the process. Thus, the return was processed by our fulfillment center using the information she provided on November[redacted], only.Having addressed both of [redacted]'s concerns in this reply, we have gone ahead and refunded the $8.95 return shipping fee on this order, and she will receive that refund within 5 business days. This is in addition to the $0.92 cent refund issued yesterday.Please let me know if there is any more information required.-- [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I have ordered from this company for some time but I will never order from them again.

I don't think their customer service department even exists. No one answers the phone and no one responds to email. I even received an email kick back saying their email system was over quota so I could not send them another email. They do not respond to questions or concerns and that is extremely frustrating.

Their merchandise as of late is less than the quality you would expect as well.

Review: Since I joined ideeli, I have purchased well over $1000 worth of merchandise I have been their valued customer for a long time and in general have not been disappointed with the service though often they sell poor quality products their sizing chart provides misleading information and more than few times ideeli has sent the wrong product.

I have purchased two items on **/**/14 order numbers [redacted] and [redacted].

At the time items were delivered I was out of town and was able to get it shortly after July [redacted].

These items did not feet and were very poor of quality so I have decided to return it.

I have sent email request to issue a return label.

Ideeli has replied that this order has been shipped on **/**/14 and it long time past due it’s returned date. When I replied that it is a mistake and I have placed that order on **/**/14 I have got no respond.

After that I was trying to talk to a customer service on a life chat, I have got a respond that my order is 3 days past due the return date and they will not make any exceptions for me even though I have a valid excuse of being out of town.

When I have requested to talk to the manager on a phone they told me someone will contact me. However after 4 days past no one has contacted me.

I was dissatisfied by treating their valued customer to the point to open a complaint.

The customer service on a chat and email was not helpful at all and they left me frustrated.

I truly hope this complain will resolve that issue.

Thank you, [redacted].Desired Settlement: I hope resolving this issue will help ideeli to keep me as a customer. Otherwise I will be closing my account at their store.

Business

Response:

To Whom it May Concern,

The request we received from [redacted] on

7/**/2014 is the 4th such request in the past year, despite being told

at every previous request that no further courtesies would be extended.

Our Return Policy is as follows:

"You may return any items

that are eligible for return up to 21 days from the day the item is

shipped from ideeli unless otherwise noted on a product page or in your

order information online."

"The

original ship date can be found on your shipping box label or in your

shipment confirmation email. (That's the one with your tracking number.)

We must receive your return within 45 days of the original ship date."

The

orders in question, [redacted] and [redacted], shipped out together on

6/**/14. This means any returns needed to be requested on our website,

by [redacted], on or before 7.*.14. Once that date had passed, our return

policy no longer applied to those items.

We have extended courtesy returns in similar situations in the past. On May [redacted], we allowed the return of an ineligible item, as a one-time exception to our policy. Less than a week later, on May [redacted], we provided another exception, notifying her that this would be her final courtesy. On December [redacted],

we allowed another courtesy return, while reminding [redacted] that we had

already provided 2 returns exceptions in the past. We stated in the

e-mail reply, "We'ver[sic] were very happy to extend a final return

exception on the other non-returnable items for you."

?

We spoke with [redacted] today about this issue, and we have offered her our

very last courtesy return, and will accept the? two items back for a

full refund of her $29.98 purchase price. Because our return policy does

not meet the needs of her specific shopping habits, we have agreed to

this exception at the closure of her account.

Please let me know if you need any further information,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I agree with the reviews that this company is a scam. I ordered a [redacted] purse that took 6 weeks to arrive. When I called to cancel the order because it hadn't been shipped after 6 weeks and I no longer needed it because it was for a gift. They told me it was queued for shipment that day. Really? After waiting 6 weeks it was getting shipped right when I inquired? They told me I could email for a return label. I sent it back the same day I received it. It has now been a month and I have not received a credit. I went to the [redacted] outlet to buy a replacement and got a much nicer purse for half the price. Some deal. Someone needs to shut this place down.

Review: Yesterday I received an email for a 35% discount on one purchase, good for 2 days. I am a good customer, so I was pleased an attempted to make a purchase. When the discount did not work, I thought it was a technical glitch. Ideally countered by requesting a copy of the email. As it was valid, Ideeli countered with informing me that I have 2 completely different accounts, one under [redacted], and one under [redacted]. This is untrue. I have 1 account, under [redacted]. Anything sent in error (such as an error in omission of the "dot" between my first and last names would and does come to my correct [redacted] account. I even attempted to enter the site with [redacted][email protected], and it does not work. Of course, it might once Ideeli receives this, as they are known for unscrupulous customer service. I simply want to use the 35% discount, which Ideeli sent to me (and which will, of course expire before this is resolved). I hope consumer law can protect me from such victimization. I have orders and sent/received emails to back up my claims.Desired Settlement: I want the 35% off discount for my ONE account and an acknowledgement that Ideeli is culpable for this error.

Business

Response:

To Whom It May Concern,I have confirmed that [redacted], likely unbeknownst to herself, has created two accounts on our site. One with the period separating her names, and one without said period. because Gmail does not make a distinction between accounts with this minor variance, any e-mail sent to the alternate e-mail address (without the period) would have been received at [redacted]'s inbox without any realization that it was coming from a separate account.The issue is that the 35% discount being offered was valid on accounts that had, for whatever reason, not placed an order with Ideel in over 6 months. Using her Primary account, [redacted] is not eligible for this discount, as she has been an active member right up to the end of September, as shown in the attached account history ([redacted]). This is a detailed account of her recent shopping history, including her last 20 orders, her last 5 cancelled orders, and her last 10 returns. This is our proof that she has been an active member in recent months, and was not part of the intended group given the offer of 35% off:Our terms and Conditions for the deal were as follows:*Offer valid from 10/**/2015 11:00 AM EDT through 10/**/2015 11:59 PM EDT; eligible for one-time use only; one per household. Discount will show in cart at time of purchase; may not be combined with other offers. If you violate any of the Ideel Terms & Conditions, the promotions will be invalid. Not valid on prior purchases, taxes, or purchases of gift cards. Exclusions apply; Max discount $200.The "in-cart" discount was only in effect for the lapsed account, shown in attachment [redacted]. This account has been in existence for at least a year, given that the account was upgraded to 1st Row (our early shopping service) for free in late 2014. because the 1st Row was never used, and no orders have ever been placed on this account, the account was part of the segment selected for the 35% off discount. Only orders placed on this account would have seen the 35% off in cart, as stated in the Terms and Conditions.However, this is also not a possible solution, as we do not permit members to keep more than one account, per the Terms of Use that each member agrees to when the join our site (full terms can eb found here: [redacted]):6. Your Account You may only create and hold one account on the Site for your personal use. You are responsible for updating and correcting information you have submitted to create or maintain your account. As part of your account settings, you have the option to save, edit, or delete your personal information, including, without limitation, payment data. You understand and agree that Ideel shall have no responsibility for any incident arising out of, or related to, your account settings. You must safeguard your password and supervise the use of your account. You are solely responsible for maintaining the security of your account and maintaining settings that reflect your preferences. We will assume that anyone using the Site or transacting through your account is you. You agree that you are solely responsible for any activity that occurs under your account. Your account is non-transferrable. You cannot sell, combine, or otherwise share it with any other person. Any violation of these Terms of Use, including, without limitation, failure to maintain updated and correct information about your account, will cause your account to fall out of good standing and we may cancel your account in our sole discretion.As the lapsed account, [redacted], has now been closed in accordance with our Terms of Use, [redacted] will not receive discount offers to an account other than her own in the future. We have issued her a $25 voucher on her correct account for the inconvenience.Please let me know if there is any other information you require.Sincerely,Ed B[redacted]Ideel Customer Service Supervisor

Review: I put in 5 orders to Ideel during 1/*/16-1/*/16. They were estimated to arrive between 1/**/16 and 1/**/16. There was a delay in answering customer service questions about the orders (average of 4/5 days to get back to me with any answer when the company guarantee is 24 hours or less). The items all arrived outside of the delivery guarantee window. The latest shipment which included two orders together arrived today 1/**/16, a whole week after the latest date that was given. Furthermore, two items are missing and one item was delivered in an incorrect color.Desired Settlement: I would like the items that originally purchased from the company to be shipped. I ask that they overnight the items so that I might have them as soon as possible. They have not handled the customer service aspect of things as well as they could have and have lost a long time customer for it. I would like to receive my complete order and just move on from them.

Consumer

Response:

At this time, I have been contacted directly by Ideel regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I was offered a 10 dollar coupon to group on which I declined, stating that I would just like the items I ordered. After some time, it turned out that they had sold out of the item I had selected. They apologized for not having the item and said that they would send me a refund. Which they did a few days later. I don't feel happy about the resolution because the item was more important than the money back. This interaction with the company also caused me a lot of undue stress and took time away from other things because it was such a process to keep calling, following up by email to only get this resolution.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have ordered from Ideal several times in the past, but this time I ordered a dress and received one different from the item pictured. I emailed both addresses provided on my receipt to let them know about the error. I got two replies saying the email boxes were full. I am stuck with a dress I did not order.Desired Settlement: I want the company to return this dress in exchange for the one that was pictured on their website.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I made an order #[redacted] on May **, 2014 for the amount of 194.98 USD.

Transaction for the order was charged on June **, 2014.

3 pre-authorizations dated on 05/**/14, 05/**/14, 05/**/14 were cancelled.

Nevertheless, on June **, 2014 my card account was debited with the transaction for the amount of 194.98 USD again! My bank confirmed that the transaction was CHARGED (not blocked).Desired Settlement: The company should issue a refund for the second unauthorised charge of my card.

I even didn't get any answer from the company on the latest incident.

Consumer

Response:

At this time, I have been contacted directly by Ideeli Inc. regarding complaint ID [redacted] however my complaint has NOT been resolved because:

[Your Answer Here]

My issue is resolved at the moment, the company gave me a refund, but I really do hope that they will make some changes in their customer service and billing politics.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a dress as a present to my sister. Ideeli used to have a return policy of 1 month and suddenly they changed it to 48 hours without sending an information update to all our clients. I am a regular customer of Ideeli, and yet I was not aware of this change. Since the dress was a present, I did not open the package until 2 weeks later when I saw my sister. It turns out that Ideeli sent the wrong product. The product was mislabeled and instead of a dress they sent a very short shirt (clearly a different item). I send them an email requesting a return 1 week ago. They haven't replied yet. Then I have tried calling but nobody ever answers (during or after business hours). Their live chat is completely off, I have tried it during multiple times and it is never on. The most ridiculous thing is that they list that the active hours are from 8:59 AM to 9:00 AM, clearly a scam. I am not sure what happened to ideeli but it has changed completely. All I want is a refund on my product (and the expedited shipping I paid) but they refuse to chat with me. I have the wrong product in perfect condition and ready to return it.Desired Settlement: I want to return this product since they sent the wrong one. I want a refund on the product and the expedited shipping I paid. I would also like a clarification of their return policy and an explanation of why nobody answers emails, chats or phone calls anymore.

Review: I had purchased an item ([redacted] Sunglasses) from this company on March [redacted]. I had chosen 2 day shipping and paid full price for it. I had received an email on April [redacted] stating the item was shipped and it listed the tracking number. The [redacted] website had said the shipping label was created on March [redacted] and more information will be updated when the package arrives at their facility. I checked back later that day and no other information was updated. I checked back the following day and the same thing. I contacted the company via email and did not receive a response for 5 days. While I was waiting for a response I contacted them again, this time via their live chat and the woman that I spoke to told me she couldn't do anything but put in a request to the warehouse team and I never hear anything back from her. Two more days later I still never received a response so I contacted them again via live chat questioning where my item was and requesting a refund for my shipping. The woman, with the same exact job from the first person I spoke to, was able to put in a refund for the shipping amount. So it seems all of these live chat employees are capable of doing a refund, but I guess the first person was just too lazy to do it for me when I requested it. I finally get an update email from my initially first request and they stated "we have closed our shipping investigation with the conclusion that your package was lost in transit". First of all how can it be lost in transit if it never even made it to [redacted] to begin transit. They told me they would refund me the money, but I never said I wanted a refund, I just wanted a new item shipped to me which I stated multiple times. They claimed they opened a claim with [redacted] and would forward me the information, which again I never heard back from. It seems more to me that one of their employees had swiped my package before it even made it to the [redacted] facility. Or it fell on the warehouse floor and there it sits. Getting any sort of answer from this company had been a nightmare and all I want is a new item shipped to me, which seems impossible at this point. This was the first order I ever placed with this company and will never buy anything again from them.

Thank youDesired Settlement: I would like a new item to be delivered to me.

Consumer

Response:

They claimed to have processed it, but I have yet to see a refund made to my [redacted] account.

Business

Response:

[redacted] first reached out to us on 4/**/14 on

incident [redacted] asking why her tracking wasn't updated since she

paid for two day shipping. This was passed onto an agent on 4/**who

looked into this with our fulfillment center and was waiting for a

response since there was no tracking. She wrote back into us on 4/**in

indent [redacted], which was combined with the current incident, and

was responded to on 4/**letting her know we were looking into this

further and investigating with the shipping company. On 4/[redacted]

came onto Live Chat incident[redacted] and spoke with an agent who

refunded the expedited shipping to the member's [redacted] and let her know

that we were going to check again with our fulfillment center and that

she'd get back to her as soon as she had further information. Below is

the receipt for expedited shipping:

Refund Receipt

Credit Card Type[redacted]

Card NumberXXXXXXXXXXXX*

Amount-15.95

Order [redacted]

Refund Date2014-**-**

Refund Transaction Number[redacted]

4/**the fulfillment center said that the tracking was correct and

that, according to their records, [redacted] had picked up the package so a

claim was filed with [redacted]. Below is information stating that a claim was

made directly from the [redacted] website:

Farmingdale,

NY,

United States

04/**/2014

10:41 A.M.

We're attempting to verify the package location. / Lost package investigation

As soon as that information

was received that the proper tracking was used and we filed the [redacted]

claim, the agent issued her a refund back to form of payment since we no

longer have the item in stock to be able to ship out. Below is the

refund receipt:

Refund ReceiptCredit Card TypePaypalCard Number

XXXXXXXXXXXX*Amount-114.35Order [redacted]Date2014-**-**Refund Transaction Number

One of our [redacted], [redacted], reached out to [redacted] to discuss

everything in this report and left her a voicemail with her direct phone

number of ###-###-####.

She hasn't received a return call so she sent an email with the [redacted]

claim information and both refund receipts showing that she was fully

refunded back to her [redacted] account. The full amount that she paid for

this order has been refunded to her [redacted] account and the remaining

amount that was refunded 4/**should be available within 3 to 5 business

days.

--

Review: For Ideeli's reference this is the chain of items opened on this issue: Question Reference #[redacted] [Incident: [redacted]] [Incident:[redacted]] I ordered a Green Quilted Fall jacket for someone's Fall birthday - thinking it would be perfect as it was getting chilly. I ordered this in a Size Small on Sept **, 2013. Received order confirmation email with order number #[redacted] the same day. Was notified by Ideeli that my order shipped out on Sept **, 2013. When I received the order, the jacket was delivered in a Medium not a Small. After initial contact with customer service on 9/** was promised a response by end of the next day 9/**. On 9/**, received no response. I had also emailed on the same issue and contacted them via FB Ideeli Page. Today, was again promised a response via FB, but did not get a response until I contacted them via chat. Their response was oh, well, please order this item again through this admin link (without checking if it was in stock). I click on the link, find out the size small I had ordered was waitlisted. I ask if I can be placed on the top of the waitlist since this wasn't a normal situation and their warehouse had messed up. Was told this is not possible and that a 10 dollar credit will be issued. I asked for how long was I to watch this "waitlist" and was told to do it indefinitely...well, who has all day to keep watching a waitlist? No apologies for taking 3 days to respond. They are not even trying to make things right - they should at least place me in a position to be the first to receive a size small jacket should they became available. I am a first row (premium) member of the site and have been a long time customer - very very disappointed in the service.Desired Settlement: Send me the product I had ordered and honor your agreement with the customer. Make things right.

Business

Response:

To Whom it May Concern,