Ideel

I have not been able to get to the customer service in Ideel. Left multiple messages and send multiple email without any responses at all. It is a business running to collect your money but when it comes to the return due to poor quality of products they will not respond although the policy states the products are returnable. I am not sure whoever should I turn to get this resolved? PLEAS HELP

Review: I PURCHASED TWO ORDERS FROM IDEELI INC. A COAT AND A WALLET, I HAVE ASKED BY E-MAIL SEVERAL TIMES FOR A RETURN UPS PRE-PAID LABEL, I HAVE CALLED, NO ANSWER THEY STATE THEY WILL CALL BACK BUT THEY DO NOT. I NEED TO RETURN BOTH ITEMS. I WROTE TO THE [redacted] TO MAKE HIM AWARE OF THIS SITUATION. THE COMPANY E-MAILS YOU BACK BUT DOES NOT GIVE INFORMATION EXCEPT THEY RECEIVED YOUR REQUEST AND WILL CALL BACK WITHIN 48 HRS.Desired Settlement: REFUND MY ORDERS, I WILL NEVER PURCHASE FROM THIS COMPANY AGAIN.

Business

Response:

To Whom it May Concern,We have looked into this complaint, and it seems the confusion stems from the fact that [redacted] has placed 2 orders with us at Ideel.com, and another order with [redacted], who is our parent company - but is also a separate retail entity.The orders placed on our website are as follows:Order [redacted] Cashmere Wide Rib Trim Turtle Neck Dahlia - XL and STEVE MADDEN Mixed Stud BeanieCream/Gold - O/S Order [redacted] Wool Peacoat with Removable Faux Fur CollarBlack/Snow Leopard - XLOn December [redacted] and [redacted], [redacted] contacted us more than 10 times about returns on her account, via live chat, e-mail, and phone. On the [redacted], we have call records where two of our agents spoke to [redacted], and assisted her to the best of their abilities:The first agent helped her make a return on the FORTE CASHMERE item from Order [redacted] - a return label was created, and [redacted] sent that item back.The second agent advised her to contact [redacted] about the return of the other item. As we are a separate company, we have no ability to create a return label, nor update her account with return information for an item she did not purchase from Ideel.com.In addition, she has a chat with one of our agents, which she began with the following information: "Need a [redacted] RETURN LABEL for order [redacted]"An e-mail sent to us on the same day, stated, "i NEED TO RETURN A [redacted] ORDER, THEY DO NOT ANSWER THEIR PHONE, PLEASE ADVISE"When I called [redacted] today, and again explained that the wallet she is requesting to return was purchased on [redacted], and not Ideel, she seemed to be frustrated by the answer, and was unable to speak to the situation except to say it was confusing. When I attempted to confirm the phone calls she had with our agents, she only repeated that no one gets back to her, but said she did speak to one agent. She would not go into detail about what was said. After a few short moments of trying to sort out the confusion for her, she told me to forget about it, and she hung up on me.If [redacted] would like to resolve this issue with the correct company, she can e-mail [redacted] or follow the directions on [redacted]'s help page, which is located here: [redacted]Their customer service support line is: ###-###-####Please let me know if any other information is required.Sincerely,-- [redacted]

Review: I purchased two items on July [redacted] from Ideeli.com. Order #[redacted] The return policy is that items can be returned within 3 weeks. I received the Ideeli return label on 7/** and returned the two items. According to Ideeli Customer Service the items were received on 8/*. Credit should have been given within 3-5 business days. I have not only gotten no acknowlegement from Ideeli that these items are being credited, the custp,er service person said he had no information regarding the credit. On their website they have no information as well, nor do they even notate that they received the item (I got the information from customer service). This was all done over online customer service. When I asked for the name and number for a customer service supervisor they originally told me I had to wait till they got back to me. I finally threatened to call the Revdex.com and they gave me a number (###-###-####). That number just asked me to leave a message. My issue has not been resolved.Desired Settlement: To get my money back per their online policy.

Business

Response:

To Whom It May Concern,

We have passed this complaint along to a customer service supervisor for investigation. Their findings are as follows.

According to our records, the return was received on August [redacted], as the member stated in her summary. We typically take 3 to 5 business days to process returns after they have arrived at our warehouse.

On August [redacted], she contacted our customer service team, and one of our agents confirmed that we had past the 5 business day period. Because our warehouse facilities are in South Carolina, our CS agents must escalate these inquiries, and reach out to the Returns Team on site for an update and resolution. The member then requested a phone call, which we promised her by the end of the day. Because we interact with customers primarily through chat and e-mail, our supervisors must be notified of a phone call request, and then they contact each member in the order those requests are made.

When the supervisor called [redacted] at 5:41 EST on Tuesday, there was no answer and a voicemail was left with the direct contact information for that supervisor. I called and left a voicemail yesterday upon receiving this notification, and gave the member by direct contact information as well.

Per our normal investigation process, this return was processed last night, less than 48 hours from when we were first contacted. The refund amount of $91.03 was processed by our banking partner, and should post to her credit card balance in 3 to 5 business days. The amount of the refund is less the $8.95 return shipping fee we charge when members select the return option for a cash refund, as stated here:

"We offer 2 return options: You may choose to receive either a 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 charge. "

For the delay, she was also issued a $25.00 gift voucher. If she has any further issues, she has our direct contact numbers, and the general customer support line ([redacted]).

At this time we consider the matter closed.

Regards,

Director, Customer Service

ideeli.com

Review: I purchased several items to try and find something to wear to my son's upcoming wedding. I returned the ones that I didn't want. I specifically requested that the purchase price be refunded into my paypal account, received no acknowledgement of this request and only some of the returned items (the cheapest items) were refunded to my paypal account. The most expensive item was refunded as a credit to my ideeli account, so they flat-out totally ignored my request and put $189 back into my ideeli account. Finally, the clothing worth the largest amount (over $250) was returned to them by me and my daughter in a separate box, but the returned items were never acknowledged, the refund for those items has not occurred anywhere - not to paypal, not to my ideeli account. It's as if the return didnt happen. I have tried online chat, and was treated very rudely by the person who I attempted to reach out to for help. I have emailed these concerns to Ideeli with no acceptable response from them. I have called and called and called - at least 5-6 times last week and twice today); the answering machine ALWAYS says they are busy with other customers and to leave my message and they will call me back by the end of the business day. They have never returned my calls. I dont know if my next step should be small claims court, filing a complaint with the Attorney General's office or both. I really need that money too. I need help!!!Desired Settlement: All I want is to get my money back. I want the $189 that they took and applied as a credit to my Ideeli account to instead be credited to my paypal account as I had originally requested. I want Ideeli's acknowledgement of receipt of the other box of clothing I returned to them, and then I want that money (>$250) to be credited to my paypal acct.

Finally, I want my account with Ideeli to be permanently closed. And if there were true justice in this world, Ideeli would be put out of business due to their nefarious business practices.

Business

Response:

To Whom it May Concern,

We

have reviewed [redacted]'s account to see how we could resolve the issues

with her returns and immediately found that she currently maintains two

accounts with us. Some of the returns she refers to were from one

account, and some from the other. Per our Terms and Conditions, which

every member agrees to when they create an account, "You agree not to

(i) register for, activate or use more than one Account;" [redacted]

One of the

reasons we have this condition is if a member returns an item from one

account in the package with items returned from a second account, it is

impossible for our Returns Team to successfully receive and process

those items in order to credit the member properly. Because not all of

the items we sell are eligible for return, our members have to request

the return on their account page (and in exceptional circumstances, we

can also create returns for them). Once a return order is created, we

issue a return shipping label so the member can send back only the items

associated with that return.

According

to our e-mail history with [redacted], she spoke to one of our agents on 3/**

and was told to combine all of her returns into one package. This, of

course, was incorrect and we understand that this miscommunication is

what has caused the delays in processing [redacted]'s returns.

[redacted] Rhinestone Twisted Hoop Earrings Gun Metal O/S

[redacted] Crystal Multi Fringe Drop Earrings Silver-Tone O/S

EMMA & MICHELE Sleeveless Dress with Flower Detail at Neck Black 6

Status - Refunded to PayPal

[redacted] DRESS Knot Front Draped Jersey Dress Black 6

WOW COUTURE Colorblock Tank Dress Black/Nude M

[redacted] Mixed Media Faux Leather Detail Dress Black 8

[redacted] Strapless Ruched Bodice Gown Dark Orchid 16

[redacted] Sleeveless Lace Side Shirred Sheath Dress Black/Silver 6

[redacted] Full Skirt Floral Tank Dress Pink 6

Status - Processing

[redacted] Allover Sequin Cutout Gown Coral 6

Status - Processing

Please note that the returns were shipped back to us using the UPS label for [redacted]

- and these are the three items we processed and refunded to [redacted]'s

PayPal account in the normal processing time. The items that were

combined in that package will require much longer to process as they are

done manually on an "exceptions" basis - typically, this can take up to

10 business days, after which the refund would be processed manually by

our billing department. As these exceptions are done in batches, it is

likely that [redacted]'s outstanding returns would be refunded to her by

week's end.

However, as

this situation was caused by a miscommunication on our end, in addition

to the multiple accounts [redacted] currently has, we have confirmed the

items were received and issued those refunds to her PayPal account. She

should see those refunds post in the next few business days.

She also has my direct line if she has any further questions or concerns.

--

Review: February **, 2014. I received an email promotion inviting me to open a new account and then receive a discount and free shipping for my first on-line order. I selected a dress and continued to 'check out'. When I couldn't find a space to enter the Promotion Code ([redacted]), I connected with their Online Live Chat agent, and was instructed by "[redacted]" that I have to enter my credit card first, and then I would be asked for the promotional code and the price would readjust. I followed her instructions but the price did not adjust it simply confirmed and concluded my order. I reconnected with another Online Live Chat agent immediately, and was THEN advised that I was not eligible for the promotion, but that she could cancel my order if I wished. I responded 'yes, please cancel the order'. She responded 'it's too late'. The product has since arrived, and my Visa was overcharged.

I have a copy of the email inquiry between myself and the Online Live Chat agents.Desired Settlement: I want a credit equal to the original promotion, and that this company train their Online Live Chat agents properly, as I was incredibly mislead by their agent "[redacted]". Their email promotions also need to clearly state if a Canadian customer is not eligible for the promotion. This did not state the fact, nor did "[redacted]" inquire. What transpired is akin to fraud.

Business

Response:

To Whom it May Concern,

is located in Victoria,* British Columbia, and as such she is required

to place orders on our International Website. The Promotional Code in

question was offered to a select list of Groupon customers, with the

following information:

"Offer valid from 2/**/2014

11 AM EST through 2/**/2014 11:59 PM EST. To redeem, enter code in the promotional

code box in cart or at checkout. Limit one promo code per customer per order. Code

not valid in iPhone or Android apps. Offer valid in the U.S only."

Our

site only accepts orders from U.S. Residents, providing U.S. Billing

information, and shipping to addresses within the United States,

including Puerto Rico. For all International orders, i-parcel is

ideeli’s international logistics partner specializing in air express

deliveries to fulfill international shipments. The restrictions of

shopping with ideeli through our International site are clearly listed

here:

"Members who access the ideeli website from an international location are not permitted to earn ideeli credit."

In regards to order cancellations, we state:

"After placing an international order, ideeli Members are not permitted

to modify their orders. Members may cancel their order up to two hours

after the order has been placed with ideeli. All internationally shipped

products are final sale."

Finally, as ideeli is not the

Merchant of Record, we have no access to her billing information or the

charges that were placed on her card. For this reason, it is not

possible to issue any refund or discount the price of the order. Per

the link above, all issues should be addressed to [redacted]

We have

reached out to [redacted] by e-mail, and she can follow-up with i-parcel

through the e-mail address above to receive assistance from their

customer care team.

Regards,

--

Review: I bought a handbag which was claimed as 100% authentic Valentino handbag. When it arrived the tag was saying Mario Valentino, which has nothing to do with Valentino Garavani, the famous designed.Desired Settlement: I need to get the money back since the handbag was not 100% Authentic Valentino Handbag

Business

Response:

To Whom it May Concern,

Review: I bought groupon vouchers for ideeli in May and made orders. Some items never ships out and I returned some items to the company. I asked for refound as store credit, but ideeli deleted all my store credits from my account. When I bought the vouchers, I did not read clearly that per order, only one groupon can be used. But the ideeli system allowed me to use multiple groupon vouchers. And there is no policy in ideeli website to say that multiple groupon vouchers were not allowed. Even I broke the policy in groupon (not my intention), ideeli has no right to remove all my store credits. At least, I have the right to ask ideeli to give me the groupon vouchers back. Groupon and ideeli are two seperate companies. I bought groupon vouchers and ideeli provided 0 store credit or refund.

In addition, I had $25 store credit as referral credit in my account. It got removed as well.Desired Settlement: refund my groupon vouchers as store credit, refund my $25 referral store credit.

Business

Response:

To Whom It May Concern,

We have already been in contact with [redacted] regarding this issue.

Groupon

recently ran a deal whereby one of their members can purchase a

discount code for either $20 or $50. The code could then be redeemed at ideeli.com,

where we issue a store credit (which never expires) for the Purchase

Price, and a discount voucher (which has an expiration date of Dec **, 2014) for the Promotional Value to the account. The member

The fine print of the Groupon

offer reads as follows:

“Expires Dec [redacted], 2014. Limit 1 per person, may buy 1 additional as a

gift. Limit 1 per order. Online only. US Customers only. Shipping not included,

but may use Groupon value toward shipping. Must use promotional value in 1

visit. Cannot be combined with other promotions. Merchant is solely responsible

to purchasers for the care and quality of the advertised goods and services. See

the rules that apply to all deals.”

The account in question was

reviewed by our Loss Prevention department

because the member exceeded the limit of the Groupon Codes that can be

applied to an account. Because we only allow one account per

member, and Groupon limits people to purchasing one voucher for their

own use, applying multiple vouchers to any account is not allowed, and

we cannot honor the promotional credit in

excess of 1 redeemed code.

[redacted] has redeemed six (6) Groupon

codes against her account. This means the member got around Groupon's

limits, and was able to apply $150 in promotional vouchers to her orders

before the account was reviewed, and the remaining vouchers expired.

According

to the rules of the offer, [redacted] was entitled to $270 in store

credit, as that was the purchase price of the 6 codes. She was also

entitled to one $50 discount voucher, for a total of $320 in credit to

be used on ideeli.

In

the three orders she placed with us, she has received $321.93 in

merchandise. For this reason, the remaining store credit on her account

was removed, and as the entire situation is a violation of our Terms and

Conditions ([redacted])

"Your continued adherence to these Terms and Conditions and any future

modifications thereto. Failure to follow these Terms and Conditions

constitute grounds for immediate termination of your Membership without

further notice at ideeli's sole discretion. Termination of your

Membership will result in termination of all rights of access and use

granted to Members including, but not limited to, any credits applied to

your Account."

Finally,

[redacted] did make a return for one of the items she purchased. The

return package was received at our warehouse on June [redacted], according to

UPS tracking # [redacted].

We

require 3 to 5 business days to process all returns before store credit

is issued to the account. Now that we have balanced all of the credit

issues with regards to the Groupon Codes redeemed on the account, any

new store credit will be available for [redacted] to apply to new orders.

Please let me know if you require any additional information.

--

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:

I got groupon vouchers from my friends as gifts. Groupon policy said "limit one per order". It did not say that I could not use the ones I got from my friends. I agreed that you have the right to cancel my order (#[redacted]). But I did not agree that you make my groupon vouchers expired. That's my property. You have no right to remove my properties.

In addition, you also make my referral credit expired. Please explain why you remove my referral credits without any notification!

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.

As

we have stated in our first two replies, the account in question was

overextended in the amount of promotional credit used to place three

orders on our site.

Groupon

limits the number of vouchers purchased to "1 per person". [redacted] has

violated Groupon's Terms of Use by opening multiple accounts to purchase

more than her limit of vouchers from Groupon.

?

Additionally, by redeeming more groupon codes on ideeli, she violated

the rules of the deal, "limit one per person" and admits to accepting

Groupon codes as a gift from another person. Groupon has confirmed that

all the codes redeemed on [redacted]'s account were purchased by only 2

people.

For this reason, specifically addressing [redacted]'s statement "?

?Third, from what you explained, you use my first order to conpensate what your lost in other orders."

- we did remove the available store credit from her account, as our way

of balancing the promotional credit she already used. This is our

right as agreed to by [redacted] when she joined our site, and agreed to

the Terms and Conditions ([redacted]) of our site, which state:

"ideeli may, in its sole discretion, terminate or suspend any Member's

Membership in and/or access to all or part of the ideeli Service and the

Site for breach of these Terms and Conditions, or taking actions that

are inconsistent with their intent. ideeli shall be the sole determiner

in cases of suspected abuse, fraud, or breach of these Terms and

Conditions or intent of these Terms and Conditions. Any decision ideeli

makes relating to termination or suspension of any Member's account

shall be final and binding.

?" (Section 2)

Rather

than terminating her membership in total, we suspended her store credit

in the amount owed to us for violation of Groupon's code limit. We did

not penalize her more than the amount of credit she had already

overextended.

She has receive full value for the paid portion of the Groupon offer, plus $50 (the valid promotional value).

[redacted]'s assertion, "you still did not explain why you remove my referral credits."

is incorrect. We did speak directly to this in our last reply. The

referral credit of $25 was removed from the account due to the

violations of our Terms and Conditions. This was credit that had nothing

to do with the Groupon deal, or the use of too many codes on her

previous orders. The referral credit was removed solely because the

rules of our site have been violated and we will not award credit to a

member who does not follow the rules.

Again, our Terms and Conditions state clearly, "We reserve the right to disqualify you at any time from participation in

a Referral Program if you do not comply with any of these guidelines." (Section 6)

Finally, [redacted]'s first statement, "You have no right to judge the situation by only the phone number."

- as we are a private website, and allow membership only to those

people who have agreed to follow our Terms and Conditions, we are

completely within our rights to use the personal information provided to

us by our members to confirm the veracity of their orders, and the

verify key information whenever we feel an order warrants review.

"ideeli reserves the right to periodically monitor your use of the ideeli

Services and the Site and may request at any time that a Member provide

proof in order to verify the accuracy of information provided by the

Member at the time of registration or anytime thereafter.

" (Section 2)

According to our records,however, no one

from our Loss Prevntion team called [redacted] at any point when her

orders were placed. The only phonecall made was after the RevDex.com provided that contact information to us, in an attempt

to resolve this situation to [redacted]'s satisfaction.

?

Having addressed all 3 of [redacted]'s assertions in this e-mail, we have

concluded that our site is not the right fit for her shopping needs. As

she has gotten full value from the purchase price of the Groupon codes

she purchased, plus the $50 promotional value for the one valid

purchase, we have chosen to close her account. Her continued responses

to this Revdex.com complaint make it clear we are not the

right shopping experience for her. As she has no further credit to use

with our site, her account has been closed.

Please let me know if you require any further information??.?

--

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

Although I do not satisfied with their answer, I would not waste my time and effort to fight back and forth with ideeli.

The issue is very simple. I admitted that I made the mistake not intentially, but I am not fully responsible for the mistake. I proactivly cancelled my order and only requested for the partial refund. But Ideeli did not admit their responsibility as their system made the transfer went throught. They did not want to take the responsibility and they did what they want to my property."

Further, they accused my phone number was not valid. I asked them to call the same number again. Nobody did and in the reply, consistently made wrong judgement.

For this kind of service, I have nothing to say. I would not spend my time and money on this company again.

I would not recommend this company to any people.

Review: I placed an order with Ideeli on Nov *, with a delivery date of Nov **. After tracking the order via UPS, it seemed to drop off the map on Nov **, stating it was delivered to the Postal Service via Shipper. I checked my order on line and there is no delivery, but now the items I ordered state "No longer eligible for return". I've contacted the customer service number several times and have yet to receive a phone call. I've contacted customer service via their Chat service and initially received an emal saying they would look into the matter along with a request for my order number, which I provided. I received a response that "someone would look into the matter and respond within 24 hours. I sent another email, and now their response is they will look into the matter and get back to may by November **. My credit card was processed the day after the order was made and I have yet to receive a satisfactory response. , or the merchandise.Desired Settlement: If this is the typical customer service provided to customers, I no longer want the ordered items. I would like a full credit card refund and my membership cancelled with Ideeli.

Business

Response:

To Whom it May Concern,

Review: I'm very disappointed with ideeli customer service. As their newly registered customer, I didn't expect that my membership would be associated with such awfull shopping experience.

On August * I placed my first ideeli order #[redacted]. It was successfully confirmed and the shipping data was indicated as August **-**. On August ** I contacted ideeli customer service with a rightful question about the shipment pending. I was told that "the order is now send to the warehouse and preparing for shipment. The order will be ship shortly".

Next day I had to contacted ideeli customer support again with the same question about the reason of the shipping delay and got the answer that "the item is in our warehouse but is in pending fulfillment" because "we have recently changed our warehouse and due to that some items will be shipped delay".

When I contacted ideeli support later again I was told that "the order is preparing for shipment". I haven't received any email notification about this delay and any reasons of that and was very upset that a birthday gift that I purchased for my Mother would come too late.

I thought that the words "the order is preparing for shipment" did really mean that I was going to get it, that the item was REALLY going to be shipped. How could I know that ideeli representatives lie to their customers???

Nothing changed next two days and on August ** I had to write them again. Ideeli representative called [redacted] responded only that "we are unable to guarantee exact date of shipping" and "this kind of thing unfortunately happens from time to time", that was her explanation in turn to my question about the reason of the delay! I had to ask her twice before she checked the information and said finally that "the initial shipment did not past quality control so we are trying to get another from the manufacturer who is experiencing a delay". Moreover, she added that "at this moment, we do not have an updated ship date" and that "if the manufacturer informs us that they can no longer send us the item, the order will be cancelled"!!! Surprise!!!!

Anyway, I was told to wait and contact them in a week if the item is not shipped earlier. On August ** I wrote them again because nothing changed. Representatives called [redacted] and [redacted] didn't help. I tried to reach any supervisor, I asked the agents to make a note through the live chat, I called them more than 20 times!!! But they NEVER answered the phone!!! Finally I reached their supervisor [redacted] and she said that "there are some delays because of the switching to the new warehouse...". When I asked her about the quality issue she answered that everything was fine with the item. She also proposed to contact them in 3-4 days if they would not ship the item earlier, that was all her help.

Today is August ** and since my order still hasn't been shipped, I contacted [redacted] through the live chat and got the previous version about the manufacturer again!!!! It is absolutely ridiculous!!! I have contacted ideeli customer service for more than 14 times (!!!) and all representatives are not able to answer two simple questions: what is the real reason of this delay and when exactly I will receive my order? Ideeli agents keep on telling me that the item IS in their warehouse, that my order has been processed and is ready to be shipped, so I really don't understand what is the problem with the shipping?

I'm convinced that some of they (particularly [redacted]) are simply lying to me and just don't want to do they job properly because I really don't understand how it could be that the order is ready to be shipped but for some reason they cannot ship it. What is the reason of that??? At first I was told that they were experiencing some problems with switching to their new warehouse, later I was told that SURPRISE! the item was defective and they had to order another one from the manufacturer, on August ** there was the previous version again - the item is ready for shipping. Today, on August **, I was told about it is the manufacturer fault again. So what should I think? Once again, I think that they lie. And I want to know why, why I cannot get my order finally and why I have to experience such devil-may-care attitude, carelessness, ignorance and unprofessionalism from this company? Why do they think that they may lie to their customers??? Why are they so unprofessional that they can't ship my order??? That's all that I want!!! If my order is ready to be shipped, why can't they ship it to me??? If there's a problem with the quality, why can't they reorder it from the manufacturer and ship it to me???

I'm their new customer, I registered 20 days ago hoping that I could get a nice gift for my mother's birthday! And what do I have now? Nothing! Neither my order, nor any proper assistance from them. I want to be sure that my order won't be canceled, but now I'm not sure! I want to get my item but they even cannot say if I receive it or not! I want to know the reason of this huge delay and they are not able to tell me the truth keeping misinforming me!!! How can I trust ideeli and be their loyal customer, making another purchases if I can't be sure that the situation won't happened again?

I'm a journalist and a reputable member of russian online shopping community and I will definitely make a post with a detailed description of this ridiculous situation, so that everybody will be warned not for any reason having a deal with ideeli.

All that I want are: 1. my order #[redacted] shipped to me, 2. attentive, professional attitude and 3. truth.Desired Settlement: I want to receive my order #[redacted] within 7 business days

Business

Response:

To Whom It May Concern,

I put in an order with this site on a sunday and received a confirmation email that my order was being processed. 2 days later, (Tues) I received an email that stating that authorization on my funding source ([redacted]) had failed and was provided a link I could use to "update my funding source". But the link took me straight to the [redacted] site, and because they had a hold on the card, I was unable to update it, and was offered no other options.

Authorization with [redacted] was failing because the card I have on that account had to be canceled due to the Target hack, and I'd forgotten to change it. [redacted] was unable to remove/update the card because of the hold Ideel had on it.

I've called the customer service number and only got voicemail. I left a voicemail and never got a return call. I tried several times to get help updating my funding source through chats on the site. Althought the chat feature would indicate that I was 1st in the queue with an average customer wait time of 1 minute, I would wait for about 20 minutes before being disconnected. And, when I finally got through to a rep, I was told it had to be escalated to a senior rep. So I allowed them to escalate it, and even sent emails with the issue myself.

No senior rep ever came in contact to help me. But I finally got an email on saturday morning that my order had been cancelled because they had tried authorization several times unsuccessfully. When I replied to the email, expressing my frustration, the response was an insincere thanks for letting them know how I felt, and letting me know how valuable my feedback was to them. No indication that my response was read at all.

This place has the absolute worst customer service I've ever experienced. If there is any issue with an order, good luck trying to connect with a rep and/or getting it sorted out. I strongly advise any potential customers to take their business elsewhere.

This is the email that I sent to their "support" team, basically this place it too good to be true and find every extra way to squeeze money out of you through shipping and returns with terrible customer service to boot:
For a company based completely online this has to be the WORST experience I have ever had with shipping and returns. I placed an order on April *, a month ago, and I only just received the last item that I purchased TODAY. When I made the purchase there was no idication that this was a back ordered item, I'm glad it wasn't supposed to be a birthday gift for a friend or another time sensitive occasion.
Since you're return policy penalizes the customer for your latent shipping, I would be spending over $40 in returns if I needed to send back items from each order. Items bought online do not always fit right or look like the picture online, and a well run company would make returns and shipping a place to stand out and shine, instead of being a sleazy way to charge extra money. I did use the Live Chat to speak with a very curt and unfriendly rep who gave me a free return because my single order came in three parts with deliveries full weeks from each other. But that is not an experience I would ever want to repeat just so that I can get decent service.
On top of all of that, both of the necklaces that I purchased were broken right out of the box! Unacceptable. Everything on the site is cute, and the prices are great but it's just a trap for bad policies and hidden extra charges. I wish I could just send everything back and let it be a lesson that things are too good to be true. I will not be recommending your site to anyone in the future unless, by some miracle, you could make any of this right. In the meantime you should research online stores such as [redacted], who do it right and with style.

Review: PLACED AN ORDER ONLINE FOR 5 ITEMS ON 8/* RECVD ORDER CONFIRMATION VIA EMAIL REALIZED THE INCORRECT SIZE WAS ADDED ON A DRESS, HAD ONLINE CHAT AND AWAS ADV REP COULD NOT CHANGE SIZE ONLY COULD DELETE ITEM OR ENTIRE ORDER, DELETED ITEM PLACED SEPARATE ORDER FOR DRESS IN CORRECT SIZE RECVD TRACKING # ITEM SCHEDULED TO BE DEL 8/** THE REMAINDER OF DRESSES FROM THE ORIGINAL ORDER # [redacted]- Order Status-received vm from asset protection on friday at 11 pm have been trying to contact them since friday to no avail called [redacted] they advised only the shipping label received not order, s/w NUMEROUS REPS SINCE THEN yesterday at ideel he advised the order is under investigation because package was lost-req supv call back TWICE have not recvd one. My cc was charged and no order is shipped. This has been the 2nd time I have had an issue with this company this year.Desired Settlement: COMPLIMENTARY NEXT DAY SHIPPING OF CURRENT ORDER #[redacted] WITH ADDITIONAL DISCOUNTS AND CREDITS TOWARDS FUTURE PURCHASES.

Business

Response:

To Whom It May Concern,The order in question, [redacted], was shipped on Friday,August 7**, at approximately 3:30 pm with [redacted] tracking # [redacted]. We sent [redacted] an e-mail at that timetelling her the items were on their way, and that we had billed her card forthe order.The following was included at the very start of that e-mail:“Please note: It may take up to24 hours after you receive this email for [redacted] to post this tracking number totheir website.”When dealing with [redacted], who does not conduct business onweekends, their 24 hour window may extend through Monday. In fact, depending onthe volume of orders being shipped that day, and package that is ready to leavethe warehouse on Friday afternoon may not fit on the evening [redacted] pick-up truck,and may wait until Monday morning to begin its journey. When [redacted] contacted us early on Saturday morning, viachat, the agent she spoke to did not take this into account, and saw a trackingnumber with no information. He incorrectlystarted an investigation with [redacted] for a package that was not yet in theirpossession. This caused [redacted] tofear the worst, and requested updates and confirmation all through the weekend. When I received this complaint on Monday morning, I called [redacted]immediately to allay her fears and explain the weekend holdover describedabove. While I was not able to speakwith [redacted] directly, I did relay the information above, and gave her mydirect number if she had any further questions.As of 7:10 pm on Monday, [redacted] did update the tracking # withmovement, and the package is still scheduled for delivery on August [redacted].Regards,Ed B[redacted]Ideel Customer Service Supervisor

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:

I have the [redacted] tracking information and I contacted [redacted] Saturday August [redacted] spoke with a rep who advised she only received the shipping label no package which was why I was contacted on Friday August [redacted] with a vm from asset protection. I contacted ideel online chat customer service numerous times from Friday 8/* to Sunday 8/* and called asset protection and left numerous vm and no calls were returned until Sunday evening after I filed this complaint with the Revdex.com. The rep advised to check the [redacted] website on Monday for updated shipping info as the package was not being shipped until Monday. I checked the [redacted] site and sure enough the package was picked up on 8/**/15 in the afternoon. I placed the order on 8/* and it did not get to the po box until 8/** this will probably be my last order this is the 2nd time there was an issue with an order and this latest incident where I was not contacted until after I filed a complaint with the Revdex.com is the worse by far. No one has called to offer a discount or credit towards future purchases either.

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,There are no questions to respond to in this reply, and the customer's complaint appears to be based on misinformation.[redacted] order was placed on August [redacted], with an expectation to deliver between August [redacted] and the [redacted]. These dates, as shown in the order confirmation e-mail attached, are estimates only. We do not guarantee any order will be delivered in that date range provided.Our Loss Prevention team did need to confirm the order with [redacted] before it could move on to fulfillment, but that action, which is part of our best practices as a business, has absolutely no correlation with the shipping and tracking issue that was her original complaint.The confusion arose from [redacted]'s inquiries and contacts over the weekend, which are days that our Loss Prevention team is not on duty. [redacted] also does not work weekends, which is why the tracking took 3 days to update - Had the package been prepared on a week night, and shipped the next morning, the 24 hour window we note in the shipping confirmation would have been accurate.No credit or refund has been offered because there was no issue with the order, and the items were delivered one day later than our expected to ship window.Please let me know if there are any further questions.

Review: I ordered boots from Ideel. They were too small so I requested a return label from them Early last week. I got no reply. I then emailed their support address. I got an automatic response that I would have an answer within 24 hour but probably 4 hours. NOTHING. I emailed again. Same thing. I tried to call customer service numerous times but always got a message they were not available and to leave a message and they would get back to me by end of day. AGAIN NOTHING. I tried their live chat (which has ridiculously short hours) and received a message that I was second in line to be answered. After 15 minutes of this, I was cut off. BTW, per their live chat, it is open from 8:59am-9:00am on Thursdays and Fridays. REALLY??? How generous.Desired Settlement: I want to get these boots returned and receive my credit quickly. Thank you!

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Ideel has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I returned five items which were received by Ideeli on July **, for which I was to receive a $200 refund to my credit card. I have contacted their customer chat three times (including today) and was told first that not all the items were received, then after they were all shown as received but still in process (after a week and a half) that there was a problem with the fact that they were from two different original orders. When I called the customer service number on July **, I was told that the delay was because they were moving their warehouse to North Carolina and that I should receive the refund no later than Tues., July **. I still have not received a refund, so I contacted chat again today and was told they couldn't do anything without the tracking number. All the items appear on my account as having been received, so I don't understand why a tracking number is necessary since no one mentioned it during the previous three chats/call. I then found the tracking number in an email they sent to me (so obviously they have it), so I contacted chat again and was told they would 'make a follow-up.' They keep giving me the runaround with different stories.Desired Settlement: I want my credit card credited with the $200 they owe me.

Business

Response:

To Whom it May Concern,

Per my review of the situation, this return was definitely delayed by the move of our warehouse facilities from Edison New Jersey to Gaffney, South Carolina.

When this return was initially created, on July [redacted], the items were set for store credit and a pre-paid UPS label was generated. [redacted] then contacted customer service, and a new RA was created to add more items to the single return. Despite changing the RA, we did not create a new UPS label for the updated items.

On July [redacted], the second RA was cancelled, and one of our agents recreated it to adjust the funding from store credit to a cash refund. At this point, the original UPS label was already used, and the package was delivered to our South Carolina facilities. One of the issues we're coming across with the new warehouse is that items are being received against the Return Order # on the UPS label. Previously, we used the original shipping reference. What this means is that if the RA associated with [redacted]'s label was cancelled (which it was), the items would have been entered on an exceptions sheet to be processed manually.

In my research, I was able to conclude that the manual returns exceptions were delayed significantly during the week and a half when we officially moved our warehouse. However, I was able to quickly confirm that her items were all received, and update our inventory so her refunds would processed.

As of yesterday, we issued refunds in the amounts of $130.02 and $69.98 to the credit card on file, and they should post to her card in the next 3 to 5 business days.

Please let me know if there is any other information I can provide.

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. I am sorry for the delay in responding, but I wanted to verify that the amounts were indeed refunded to my credit card, which occurred this morning. Thank you very much for your assistance.

Sincerely,

Review: I placed an order with ideel.com on 12/**/2015, the estimated delivery date was stated as Dec **-Jan *. As of today, Jan ** 2016, I still have not received my order, nor have I received any kind of updated order, shipping, or tracking information. I checked back on the website several times for the order status, and saw nothing besides the same, unchanged "Order Processing" status info. I thought perhaps the order was delayed because I placed my order during the holidays, but on Jan ** when I checked the site again, I was unpleasantly surprised to see that ideel had transferred entirely over to a [redacted] store - with zero prior notification to their customers. Their [redacted] site does not have synced past account/order info, and does not provide any way of contacting them besides the email address [redacted]. I have emailed them twice at that address regarding my order status - once on Jan **, and again on Jan ** - and have not received any response. It is now almost 4 weeks after I placed the order, and I still have heard absolutely nothing regarding the status of my order. I paid $284.08 for order#[redacted]. I am severely unhappy with ideel's nonexistent customer service and of course the fact that I paid almost $300 nearly 1 month ago for an order that has not been sent or even updated - and now their original website and subsequently all previous order information is gone, leaving their customers with little means to contact them. I attempted to call the number listed on their Revdex.com info page - it is disconnected with a prompt to email [redacted] for any questions. I am very unhappy, and very concerned that I have no way of contacting them and receiving either my goods or my refund. At this point, I do not even want the goods anymore as I have lost all confidence in this company.Desired Settlement: A full refund back to my original credit card payment of $284.08 for order#[redacted] that I placed and paid for on 12/**/2015, which has apparently never been shipped or even processed as of 1/**/2016.

Review: Terrible company. No customer service whatsoever. A credit disappeared from my account for a returned item... And i've sent no less than 8 emails explaining the issue (and the item returned was the wrong size from what was ordered so they were to blame). There is no way to call this company, and no chat available. Emails sent get a rote "you will get a response in 24 hrs" return email, but nothing ever happens after that. Horrible company!!!!

I also inquired about returning an item that had a hole in the hem when I received it and have not gotten any response whatsoever (have sent inquiry twice).Desired Settlement: I would like a refund for the item I returned that was credited to my account, only for that credit to magically disappear a week or so afterwards (in the amount of approx $38). I would also like to return the damaged item I inquired about for a full refund (about $35).

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Ideel has been resolved.

Sincerely,[redacted]

Review: A month or so ago, Ideel.com began sending SPAM advertising to my email address. Previous to receiving these SPAM advertisements, I had never heard of nor visited their site, and did not sign up for their SPAM. After receiving several of these unwanted messages, I followed the unsubscribe link provided in their email, and removed myself from their mailing lists. The site showed a confirmation that I had been removed once I submitted the unsubscribe request. Apparently, though, this had absolutely no affect, as the company continued to send me unwanted SPAM advertisements. After some time, I again tried to unsubscribe, and included commentary in my request that I had never signed up and had already unsubscribed once, noting that I would report them to Revdex.com if they did not cease and desist with the SPAM. Upon submittal of the request, the system once again "confirmed" my removal. This attempt also has had no affect, as I continue to receive SPAM from this company. Their unsubscribe link is apparently a fraud which actually does nothing. I am not 100% certain, but I believe they have a legal requirement to abide by a removal request. I consider these continued contacts to be harassment.Desired Settlement: I wish this business to immediately remove me from their distribution list(s) and cease all contact with me. I furthermore request that they cease subscribing people to their mailings without said persons' permission, and that their unsubscribe utility be investigated for its effectiveness and made to actually remove people when they request to be removed.

Business

Response:

To Whom It May Concern.Our company is owned by [redacted] and as such they have provided us with the e-mail addresses of their members to add to our daily newsletter list. At any time that we are contacted by a [redacted] customer to have their e-mail address removed from our list, we will do so.We had not received such a request from [redacted] before this complaint. As requested, however, we have removed his e-mail address, [redacted], from our mailing list. We spoke to [redacted] today to confirm that this has resolved his issue.Please let me know if any additional information is needed.Sincerely,[redacted]

Consumer

Response:

Though I still think that the practice of adding people to a mailing list without their permission, regardless of their involvement with a third party, is abhorrent, I accept the company's claim that I have finally been removed from their mailing lists. At least, that is what their representative told me when they called me last night. If this proves to be untrue, I will have to file another complaint. If this company is telling the truth that they never received my multiple requests to be removed, then they should fix their unsubscribe link and/or fire their site programmer, as I did indeed request removal THREE TIMES via the unsubscribe link in their emails. If this happens again, I shall screenshot my removal confirmation(s).That said, 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 purchased a sweater from Ideel online on December [redacted] and they shipped it out on December [redacted]. I received the sweater on Janruary [redacted] in the late afternoon in my community mailbox. I came home from work after tracking the sweater and did not find it at my door. I then called [redacted] to find out that the shipping was changed to [redacted] and it was delivered to my mailbox. I went out the next day to get it. I tried the sweater on to find it was huge on me. I tried to contact Ideel to find out they were bought out by [redacted]. I did online chats with Ideel and they said it was to late to return sweater since their policy is 14 days from ship date. ( take a look at ship date and delivery date and do the math). I did not receive the item for 14 days. I explained all this to Ideel support and they said it was not their problem. They were not returning the item. I then reached out to [redacted] supervisors to see if they would resolve the issue and they cannot do anything except give me [redacted] money to use toward another purchase. I told [redacted] they are the Parent company now and they should return the item. They keep telling me they are working with Ideel support trying to get them to return the item. ( that's a joke ). At this point I contacted my credit card company to dispute the charge.I do not feel that a customer should go to such great lengths and effort to return an item for such a trivial amount. My request was within a reasonable time frame and I am not asking for a anything, but a refund.Desired Settlement: I want to return the item for a full refund.

Consumer

Response:

At this time, I have not been contacted by Ideel regarding complaint ID [redacted].Sincerely,[redacted]

Review: Tried to contact the company for multiple order problems and no response. In absence of any actions taken by the company, I want to return the problematic items but could not do so since I cannot contact anyone. Email went unanswered and the phone number listed on this Revdex.com record is no longer in service.Desired Settlement: Contact me right away for refund resolution.

Consumer

Response:

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

Ideel simply replied and state they will look into this matter but have not offered any resolution or timeline, while they have taken my money as well as the returned merchandise.

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

Sincerely,

Consumer

Response:

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

Business continually send generic email reply with the following message:"Thanks for contacting us regarding your refund. We’re very sorry for any delay you may have experienced. We have received your return and are in the process of crediting your original form of payment."Yet a refund for all of the items returned was not issued.

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

Sincerely,

Review: I made two separate orders for black tall UGG boots. The first order was made for a pair of size 6 boots and the second order for a size 7 boot. What was sent was the first the orde but in a size 5 boot which is too small. I have not received the second ordere. I had a "live chat" with a customer service representative explaining the situation and asked if I could make an exchange for a size 7 for the first order instead. I I was told that they do not make returns or exchanges. With that rigid response I told them to cancel my second order, that I did not want to do business with a company like this. They said that they do not cancel orders after two hours after it is made. I would like the second order cancelled and want my money back on the first, they can have their boots back. I do not want to do business with a company with such poor and rigid customer service.Desired Settlement: I want to return the first order with a full refund and cancel my second order so they do not receive any other money from me please.

Business

Response:

To Whom it May Concern,On April [redacted], [redacted] chatted with one of our agents, asking to exchange her size 5 Uggs for size 7.Her chat began with the following question:"I order black tall UGGS in a size 6 and was sent a size 5. In actuality, I need a size 7. How do I exchange these boots to another pair?"According to our records, she placed two orders on April [redacted] for the same boot, in two separate sizes.Order #1 [redacted]

[redacted]Confirmation e-mail (Attached) From: [redacted]Subject: "Your order from ideel.com (#[redacted])"Time Sent: 04/**/15 at 14:03Order #2 [redacted] April **, 2015 14:03UGG AUSTRALIA Classic Tall Black 5 Confirmation e-mail (Attached) F rom: [redacted]Subject: "Your order from ideel.com ([redacted])"Time Sent: 04/**/15 at 14:04When [redacted] completed checkout for each order, she was immediately e-mailed with a confirmation that is included as an attachment here. The order that shipped out, and that [redacted] received, was Order [redacted], for the size 5. So the correct item was shipped to her.Order [redacted] has not yet shipped, due to an inventory discrepancy that we are currently looking into.These items were listed as Not Eligible for Return, as noted on the order confirmation e-mails. Because we work with very limited inventory, we do not offer traditional exchanges in any case, but we do try to work with our members to reorder an item in the correct size, should it be available. when we attempted to explain this to Janet, she began insisting that she ordered a size 7. because of the miscommunication, the agent tried to move toward resolution, and the following interaction resulted:[redacted]

[redacted]This offer was repeated in an e-mail follow-up, and [redacted] replied to us the same day agreeing to the return. The return was created on her account, and a pre-paid [redacted] return label was sent on Sunday, April [redacted].As of this morning, I have spoken to Janet, and she understands our return policy and acknowledges that the offer to return the size 5 boots was made during the chat, but that she missed that offer.In addition, she has asked to cancel Order [redacted], which was pending shipping as of Sunday when she chatted with us. At the time, it seemed as if the order was pending shipping, but today, two days later, it looks like we will not be able to ship it. The order has been cancelled at this time.Please let me know if there is any other information required on this matter.Sincerely,-- [redacted]