Ideel

Review: I have sent 3 requests for contact due to shipping label will not print. No one will respond. They do not have a phone number. Chat is never available. I feel they do not want to process my return to avoid returning my money . I need assistance in obtaining my refund of 82.86.Desired Settlement: Refund

Review: I placed an order with Ideel, on their website, for a single pair of shoes. Somehow the zip code that was used was for my old address in Colorado. Everything else was the same. I attempted to contact Ideel twice via email since their "live chat" is only available for ONE MINUTE A DAY. They say that they usually respond to email questions within four hours and absolutely by 24 hours. Its been six days and I have yet to receive an email back. I also called and left a voicemail with their phone service but have not received any call back.

I contacted the Post Office who said that the package will likely be returned as undeliverable and that I should contact the seller to get them to resend the package. This I have been unable to do. I spent almost $100 with this company and I find their lack of customer service abhorrent. They lie on their email response time.Desired Settlement: If the item is indeed lost, then I would like a refund/replacement. I would like Ideel to get in contact with me and I would also like to have a credit with the company for their poor treatment of my issue.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Ideel has been resolved.While the company did eventually refund me the cost of the item purchased, they only contacted me after I sent an email informing them of my complaint with the Revdex.com. My concern is that their business practices will continue and those who do not know about contacting the Revdex.com will be left to pick up the pieces.

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

Sincerely,[redacted]

Review: I placed an order on Thursday, Sept [redacted]. Immediately after, I contacted Ideeli to inform them that they had the incorrect shipping address. I received an email asking for my correct shipping address, so they correct the information on their end. The next day, I noticed that the order was still scheduled to be sent to the incorrect address. I contacted them via their chat feature and explained my situation. I was told that unfortunately, there was nothing that could be done, and my order would be sent to the wrong address. I later received another email informing me that there was nothing that could be done, but once the delivery was unreceived, it would be reshipped to the correct address.Desired Settlement: I would like my order sent to the correct address. When the order is sent to the [redacted] address, it will be left on the door step and considered "received". This needs to be corrected before it is shipped our or the items will be stolen. My order number is [redacted].

Business

Response:

To Whom it May Concern,

On

Thursday, Sept [redacted], [redacted] did send us an e-mail letting us know the

shipping address on her order was incorrect. We replied back asking her

to confirm the order number and the new address. she replied back

promptly with the information we requested.

However,

our CS team did not act on the request until the next business day, at

which time the order was already sent to our fulfillment center in South

Carolina. Once at the packing stage, we are unable to update the

shipping address on the order.

The

package was shipped UPS Surepost, a service that UPS provides where the

package is dropped off at the local United States Post Office location,

and USPS completes the delivery to the shipping address. Because of

the nature of this service, we are not given the ability to make changes

to a package in transit, either.

Because

this was a time-sensitive request, and our CS team did not do their

utmost to ensure the order was corrected as soon as possible, I spoke

with [redacted] today, and offered her a full refund, for the order.

Because

of the nature of this shipping service, it is possible, but not

definite that the package will be returned to us. Therefore, her refund

of $89.96 will be processed today, and should appear on her statement

in the next 3 to 5 business days.

Please let me know if there is any further information required.

Sincerely,--

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 did appreciate Ideeli taking ownership of this situation and their genuine concern in the matter.

Sincerely,

Review: Ordered a pair of black boots from this online retailer. They sent me the wrong pair. I explained to them that I needed the correct pair to be sent ASAP, via Express shipping (which is the same method that I paid for in the original transaction). They refused to send the correct pair out to me. Told me to return the wrong boots and buy the new pair again. I explained that the whole reason I purchased the boots with Express shipping was because I was going on vacation in 2 days time. Instead of being proactive and just sending the correct boots out without any complaints, now I have to return the wrong pair of boots that they sent and go back online and reorder the correct ones? I will never get them on time this way.Desired Settlement: I want them to send out the black boots that I ordered. If they are unable to do that, then they should refund me the total amount, including shipping and let me keep the wrong colored boots.

Business

Response:

To Whom It may Concern,Our orders are fulfilled by human beings, and as such they do occasionally make mistakes. Our policy when a member receives the wrong item is to take the item back for a full refund. We do not offer exchanges or replacements, as many traditional retailers do, as the nature of our site does not permit such exceptions.Our Customer Service team cannot issue a refund for an item unless it is sent back to us and processed as a return. The incorrect boots must be returned for a refund to be issued.In addition, we are unable to ship out the correct item without an order being placed on the member's account. This is a calculated limitation of our fulfillment system, as we typically have limited quantity of any item, and to have item shipped without an order would be tantamount to gaming the system, which we prohibit.If the item is still in stock, the member will need to reorder on their account. if this does not work for the member's time constraints, then the incorrect item will be accepted for a full refund, per our wrong item policy:[redacted]"If your order is incorrect, defective, or was damaged in transit, please contact us at [redacted] within 48 hours. Please

be sure to include your order number, the name of the product, the date

of purchase, and a detailed description of the issue. All defective and

damaged items are eligible for return. If the return is a result of our error or defective product, you will receive a refund of the full cost of the item." Please let me know if any further information is required. Sincerely, 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:

It is not my responsibility to send the wrong items back to them and then have to reorder a new pair. I correctly ordered the pair of shoes, in the color and size I wanted. Putting the burden on their loyal customers to fix their mistakes, is a poor business practice.[redacted]

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

Sincerely,

Review: I'm surprised that I have to report Ideeli for their poor service and lack of commitment to customer service, I have been a great customer for several years. Myself and my family have been long time customers and that is not appreciated at all with this organization. Initially, my intent was simply to get $30 and move on, I didn't not want to sever ties with ideeli, but they do not appreciate my business and the way they are treating a long standing customer is ridiculous. ha Several issues... I ordered an item in one color but I received it in another, the item was non returnable but Ideeli sent me a return label and RA # to return it ([redacted]) I returned the item but ideeli is refusing to give me a credit or refund. I also returned a pair of pants using the same label and I was given credit for that but not the bikini top. My request for assistance from ideeli was ignored, I reached out to them 3 times about this situation. Next Issue... I ordered a tank top but was sent a Ball gown, the gown was very expensive and I contact ideal to notify them of their error, the rep advised me that once I returned the gown, Id get a refund for the original item I purchased and a courtesy credit for the inconvenience. I didn't get the courtesy credit which was poor customer service since I was promised something and they failed to honor it. Ive spent tens of thousands with ideal and they are refusing to give me approximately $30 in credits?!?!? for the two situations I just mentioned, talk about bad business. Third issue... I requested to have my account closed due to the horrible service Ive been receiving as of late. They closed my account but I had approximately $100 in account credits from previously returned merchandise. They did not advise me that I'd lose the credits, since its money I spent and not courtesy credits, I expected that money to go to my bank account but it hasn't, so now Ideeli has stolen my money. I was not advised prior to closing the account that they would KEEP my account credits nor did they give me the option to use them so I wouldn't lose them. Now that they have closed the account, I cannot access any of their written policies or my account history to verify that they are not keeping even more of my money. Fourth issue, I had several outstanding orders with ideeli at the time I requested my account to be closed, I asked that all orders be cancelled, but I'm still receiving items. Fifth issue, I advised them that I want to return the items that Ive received since requesting my account be closed, They advised me that I cant return the items now that Ive closed my account. That is retaliatory behavior and should not be allowed. However we're talking about almost $1000 worth of RETURNABLE merchandise. I have my invoices that show these items are returnable. I also have copies of all emails and chats to show what I was promised versus what they delivered. Furthermore, they continue to charge my account and send out old orders but they refuse to accept returns??? How is that allowed? I closed this account 9/* as of 9/* they are still charging my account and sending me stuff.Desired Settlement: I want my account credits paid out to me since I cant use them on the site. I want the refund for the bikini top I paid for and I want to return all the stuff I have that my invoices indicate I can return. Lastly since I cannot access the account I have no way of knowing if they receive items I sent back last week however I want to know what happened to the money from the items I mailed back. So I need an account audit showing where the money is for the following orders that have been returned. Also, I need the retaliatory practices addressed, consumers have the right to decide not to do business with a merchant, that merchant doesn't have the right to change the rules once the relationship is soured. depending on the time frame to address this issue, the items I currently need to return may be out of the return time frame. However as of the date of this complaint I have an email from ideeli indicating I cant return the stuff due to the account being closed; not that the items aren't returnable. I do have the invoices that indicate the items are returnable. here are the tracking numbers for everything I have returned prior to the account being closed, I have no record of receiving the credit or refund for any of these orders. [redacted]

Business

Response:

To Whom it May Concern,

Review: I have requested repeatedly to have my email address removed from their advertising emails. I have requested to UNSUBSCRIBE my email address from their list. I continue to receive email advertisements.Desired Settlement: To have my email address removed from the email advertisement list used by ideeli.

Business

Response:

To whom it may concern,

We have reviewed this complaint and have identified the concern. It appears that this member reached out to us once and the fielding agent did not process the request correctly causing the user to continue to receive daily marketing e-mail.

We have reviewed this with the agent and removed this user from our records. We deeply apologize for any difficulty they may have experienced from receiving our daily marketing e-mail. Please note that we are compliant with canned spam laws and a link to unsubscribe is located in the footer of all of our marketing correspondence.

Once again we deeply apologize for the inconvenience.

Regards,

Director, Customer Service

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 continue to receive advertising emails from Ideeli.

I want to be removed from their list.

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,

We have reached out to this member and confirmed that there was an alternate email address that was needed to be removed.

At this time we consider this matter closed.

Best,

Director, Customer Service

Review: I placed an order with Ideel.com on 12/**/15. The item arrived on 1/**/16, and it is defective. The hemline on the dress that I ordered is uneven, and is very visible in the back of the dress. I have been trying to get in touch with costumer service for the past three days and can't get anyone. I have left messages on their phone, and no response, I have sent 2 emails, and no response. The live chat, after waiting for 20 minutes more than 1 time, says that no agents are available, to try again later. A different order that I placed on 12/**/15, I also have an issue with. The product that I purchased went on sale few days after I purchased it. I tried to get costumer service to do a price adjustment, which they have done in the past, but again can not get anyone for almost 2 weeks now. I have left messages, sent emails, and live chat feature tells me no agents are available. At this point I am extremely frustrated and have had it.Desired Settlement: I would like a refund on my first order, and a price adjustment on the second order.

Consumer

Response:

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

Sincerely,[redacted]

Review: I recently returned a purchase that I had made from Ideeli and chose to have the purchase price refunded to me, understanding that a shipping charge would be deducted from my "original form of payment." However, I had two original forms of payment: store credit and credit card. Previously, as far as I was aware, my return shipping cost had been deducted from my store credit. When I contacted Ideeli (via email) about this issue, the first representative, [redacted], seemed to either completely not understand what my issue was or was deliberately misunderstanding the issue; I'm not sure which of those would be worse. Either way, I asked to be escalated to a more senior representative in the hopes that my matter could be resolved directly with the company. [redacted] informed me that the matter would have to be handled by phone. As it is difficult for me to take phone calls during the day, I asked why that was necessary.

After 24 hours of nonresponsiveness (she had responded to all of my previous emails within hours during business hours), I contacted Ideeli's live chat team who informed me that [redacted] was still the person in charge of the case and that she would surely get back to me and also that Ideeli's phone centers close at 6pm EST. [redacted] got back to me near the end of that business day to assure me that the live chat representative was mistaken and that the call center was open until 1am EST on weekdays. As I was more interested in getting my matter resolved than holding on to my aversion to having undocumented discussions about these matters, I agreed and gave her my phone number. This was around 4:45pm CST. Less than 30 minutes later, I received a call from an unknown number which turned out to be Ideeli. Despite my clear and unequivocal instructions that I wouldn't be taking calls until after 8pm CST, [redacted], an Ideeli [redacted], had decided to call me almost three hours early. Even assuming that she thought I meant 8pm EST, she was still almost two hours early. She flippantly dismissed this issue in the voice message she left saying "I know I'm calling a little early..." Although I was incredibly irate that she had completely disregarded my instructions to call later, I was, again, more interested in having the matter resolved than I was in holding grudges so I returned her call around 9:45pm CST - more than two hours before the call center's closing time of 1am EST. It went to voicemail so I left a message. My message has not yet been returned.

In her message, [redacted] said that a previous return shipping charge was charged to my credit card rather than deducted from my store credit and that it has always been Ideeli's policy to do such. While I do acknowledge that it is possible Ideeli had previously done such a thing and that it escaped my notice because I was too preoccupied at the time to double check, I do not believe that two wrongs make a right. Ideeli's return policy vaguely states that the shipping fee will be deducted form "original from of payment," not specifying what happens if there are two original forms of payment. Although it is obviously not illegal to construe that statement to their advantage (and the customer's disadvantage), I believe it to be an underhanded business practice, and barring an explicit written policy to the contrary, Ideeli should be willing to change the method of payment for the return shipping fee if requested by the customer. After all, the store credit is money that I have already paid out to Ideeli and should be just as viable as a new credit card charge.

I am incredibly perturbed by what I can only conclude to be Ideeli's willful lack of customer service. While I can understand that perhaps not every entry level customer service representative will always understand what a customer wants, [redacted]'s lack of understanding - deliberate or otherwise - is disappointing to say the least. [redacted]'s deliberate decision to call me well before my stated call time - when she should have known I would be unavailable to answer the phone - is completely unacceptable, especially when I was more or less forced to accept a phone call over my preferred method of electronic communication. It is even more unacceptable for her to fail to return my call after informing me in her message that she would be available until 1am. Prior to this experience, I had only had good experiences with Ideeli's customer service, and it is indeed a disappointment to see how far their level of service has fallen.Desired Settlement: Ideally, I would like to have the $8.95 shipping charge refunded to my credit card AND all of my store credit returned to me (via check or refunded to the credit card that was originally charged) as I am no longer sure I want to do any more business with Ideeli. The return of my store credit would be restitution, so to speak, for their customer service's shabby treatment. However, I am not unreaonsable and am willing to accept a simple refund of the $8.95 shipping charge as originally requested when I contacted Ideeli.

Business

Response:

To whom it may concern,

This complaint has been handled by our evening [redacted] due to the time zone needs of the customer.

Her report is as follows...

"**wrote into us via email on 4/**on incident [redacted]

requesting for her return shipping fee to be decided from her store

credit and not from her credit card, as is our policy. She was sent a

reply on the same day about this explaining our return policy and that

the return shipping fee is always deducted from a credit card since

return shipping is only removed for refunds that go back to a credit

card since store credit returns have that fee waived. She wrote back on

4/**that since she paid with both store credit and a credit card she'd

like it to come out of her store credit. The agent then wrote back on

4/**giving her a breakdown of her order and explaining why her refund

was refunded in the way that it was and that her previous returns never

had a return shipping fee deducted from her store credit, as she had

claimed in the prior email. ** wrote back again later on 4/**, in

response to the agent's breakdown of her order, and requested to be

escalated to a senior member of the team. Since she requested an

escalation, the agent requested a phone number on 4/**so that she could

escalate this situation to a [redacted] and **said she would prefer to

correspond via email. She said that she felt she didn't need a phone

call in the response but the agent said it seemed as though this issue

would be better resolved over the phone since there seemed to be a

miscommunication and that we could escalate the issue to call at an

appropriate time. **then responded on 4/**with her phone number and

stated that she could only be reached after 8 PM

Central time. The [redacted] who called did call and leave her a

voicemail on 4/**with her direct phone number for *to reach her at a

more convenient time for her. They were unable to connect.

She called me back in the middle of the night last night, so I reached

out to her this morning and was able to touch base. She now understands

our return shipping fee and how it's applied. I advised her refund of

the $10.77 store credit and $8.95 return shipping will post by Friday

on her end. I apologized that the rep did not immediately give her a

one time courtesy refund and explain it prior. She does want to continue

with us and wanted to pass on that this was her only

negative/frustrating experience with ideeli. I've put a note with all of these details on her account."

At this time we feel this incident is closed.

Consumer

Response:

[redacted]:

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 placed an order and mistakenly put my former address as the delivery address. Upon receiving a notice from UPS, I immediately contacted UPS to change the delivery address. I also contacted Customer Service at Ideeli to inform them of this problem. Ideeli told me on several occasions that if the item was returned to them they would reship it to me at no cost. Although, UPS changed the delivery address, someone from Ideeli cancelled my request and rerouted my package to the returns facility via USPS which was not my instruction. After noticing that my package was still at a USPS center in another state for over 2 weeks, I called both Ideeli and USPS. Ideeli Customer Service again told me my package would be reshipped to me once the returns center received it. The USPS location where my package is/was informed me that Ideeli did not have any money in its postage account. Accordingly, USPS was holding many Ideeli packages at that location. I then called Ideeli to inform them of this and to request that they put money into the account so that I could receive my package. One representative told me that my package would be reshipped to me. Another representative told me that there was no financial issue with USPS, but that there was some other error and I would no longer be able to receive my package but that they have refunded me. USPS tracking still says my package is at its Gaffney, SC location. Ideeli has not issued me any refund or store credit for this order.Desired Settlement: I would like my order delivered as soon as possible. If it is not possible I would like a full refund (not Ideeli credit).

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 ordered a pair of boots from ideeli.com on October **, 2013. It stated my boots would be shipped between October **, 2013 - October **, 2013. When I checked my order status on October **, 2013, it stated that the shipment was pending. My boots had not been shipped out on the dates ideeli indicated. Ideeli had initially charged my debit card, but when I checked my account on October **, 2013, they had removed the debit charge from my account. Thereafter, I read the company policies and it stated that they charge the account once the product was shipped. I was uncomfortable with not knowing when my account would be charged, as they had not mailed the product on the date indicated and nobody from ideeli contacted me to inform me of a new shipping date, so I requested to have my order cancelled. [redacted], the customer Service Representative for ideeli.com called me that afternoon (Oct. [redacted]) and informed me that they would not cancel my order. Although my order had not been shipped out I was told that I have to wait for them to ship the order and I receive it first. Then I can return the item and request a refund. This makes no sense to me why ideeli would not just cancel the order that they can catch before shipping it out. When I asked to have the address of their regional office I was told by [redacted] that company policy does not allow her to give me that information.Desired Settlement: I do not want my debit account charged for a service that I requested to have cancelled after the company did not send out the product on the date that they gave me. I would like to have this order cancelled.

Consumer

Response:

I received a voicemail message on October **, 2013 from [redacted] at ideeli who informed me that they were going to cancel my order and not charge my debit card. To this end I am satisfied with the end result.

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 have ordered many products from Ideeli without issues, but the last 3 orders were not received and I was billed for the products anyway. I contacted ideeli and spoke to [redacted]. She was not helpful and ended up hanging up on me.Desired Settlement: The first outcome is to have them ship me the product that I have paid for. If this is not possible, I want my credit card credited for the amount I paid.

Business

Response:

To Whom It May Concern,

I have reviewed the orders in question, and made the following notes. It seems in 3 of the four cases [redacted] has brought to our attention, the Post Office was unable to deliver the package to the address requested:

1) Order [redacted]

[redacted] States - 09/**/2014 4:34 P.M. The post office was unable to deliver the [redacted] SurePost package and returned it to the sender.

[redacted] spoke with a customer service agent via chat about this order yesterday. The package was not able to be delivered by the Post Office (after they received it from [redacted]) and the package was sent back to us.

When we receive packages back at our warehouse, we e-mail the member and give them 5 days to choose one of two options:

a) we can reship the package via [redacted], directly back to them, at our expense.

b) we can receive the package as a return, and issue store credit or a refund to your card.

When we do not receive a reply to our e-mail within 5 days, the package is automatically returned for store credit. As soon as [redacted] made us aware of this, we removed the store credit and issued a refund.

2) Order [redacted]

[redacted] States - ** Oct 2014 16:36 Package delivered by local post office

This package has been marked as delivered by the Post Office (after they received it from [redacted]).

3) Order [redacted]

[redacted] States - 10/**/2014 7:02 P.M. The post office was unable to deliver the [redacted] SurePost package and returned it to the sender.

4) Order [redacted]

[redacted] States - ** Oct 2014 19:02 Undeliverable pkg. Returned. Call sender

Both of these packages are currently on their way back to us. As this is a local [redacted] issue, [redacted] will need to speak with them to find out why his packages are not being delivered.

As noted above, once these packages arrive back to our warehouse, we can do one of two things with them:

a) we can reship the package via [redacted], directly back to them, at our expense.

b) we can receive the package as a return, and issue store credit or a refund to the credit card on file.

I left a voicemail at the phone number provided here, and reached out to [redacted] by e-mail with the information above. Regarding the second order, I have requested that [redacted] confirm this item was not received (since [redacted] shows it was delivered successfully). Once he does so, we will begin an investigation which can take up to 8 business days to resolve.

Please let me know if you require an 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 am cautiously optimistic. I have been promised a refund to my credit card, but have not yet received it. One of the packages is still being investigated with no resolution. The response from Ideel was fast, and I do appreciate that, but the initial customer service representative was rude and terminated the communication without any resolution.

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,

Yesterday, our CS team responded to a follow-up email from [redacted], who confirmed that he did not receive the second of the 4 packages listed in my initial response. He thanked us for reaching out immediately upon receiving his complaint, and expressed his desire to continue shopping with us.

With the understanding that this situation was due to shipping issues outside of our control, we sought to resolve this situation to [redacted]'s satisfaction, and requested a full refund for the 3 orders that were still not received by him. Those refunds were processed by our Billing team today, and we have included a copy of our receipt for each with our bank.

In all cases, refunds take between 3 and 5 business days to post on the card after they have been processed through our bank.

1) Order [redacted]

2) Order [redacted]

3) Order [redacted]

4) Order [redacted]

We are a private site, and based on the comments made by [redacted] in his comments, it seems that our site is not the best fit for is shopping needs. To that end, we have closed his account, and no further orders will be accepted. These refunds represent the last of his orders with our site.

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

Sincerely.

Review: I had $200 in ideel.com store credit. I went to login to use my credit and ideel.com's website redirected me to their new groupon site. Since they merged to groupon I was never given my credits. I contacted their ideel customer service at groupon about this issue. They responded stating that they can't find my account. When I emailed them back with proof that I did indeed have an account, the customer service rep responded saying they all of sudden found my account but there were no credits. I have done some research about my problem online and it seems I am not the only person who was robbed of their credits. It seems that anyone who had an ideel.com account with credits were robbed of their credits when ideel integrated their website with groupon.Desired Settlement: I would like my $200 in credits or the money given to me. Either or I will be satisfied.

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. Ideel.com, which has merged with groupon has credited me the full $200 that they owed me. Thank you for your help! it was greatly appreciated.

Sincerely,

Review: I had had an account with [redacted] under the name [redacted], with login ID = [redacted]. My billing address used for the account is on file with Revdex.com. This company used to be [redacted]. On 12/**/14, I found that I couldn't log in to their website using the stated login ID. After numerous attempts to call, chat and exchange emails with customer service to get to the bottom of this, I learned that they had decided to close my account without any notification because there are about 9 other members under different login IDs having the same first name and last name as mine! Basically, I'm penalized by the company for having the same first name and last name as other members under a different login ID.

What's worse is that they closed my account right after having issued a return authorization including return shipping label ([redacted] tracking [redacted]) to allow me to send back two women's tops for $53.11 credit to my account. I went through the trouble of returning the merchandise and then found out that my account had been closed due to the reason stated above and all my credits have been forfeited due to account closing. All I am asking is for them to refund me the amount of $53.11 for the merchandise that I had returned to them. The [redacted] tracking [redacted] shows that the item had been delivered to their receiving department on 1/*/15, at 1:30pm, and signed for by a person name [redacted]Desired Settlement: All I am asking is for them to refund me the amount of $53.11 for the merchandise that I returned to them. This is pertaining to order number [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I also had been contacted by customer service of Ideel.com and the matter has been resolved.

Sincerely,

Review: Hello, I recently ordered a pair of black boots for a specific event (ideeli order # [redacted]), and opened the package to see that they were entirely the wrong color. The email confirmation I have says 'black', the packing slip inside the box says 'black', but the boots are a light two-tone brown. The policy on the invoice says to email [redacted] within 48 hours of the reciept of a wrong order, and I responded within 24 hours (on 9/**). They responded with the following: "Response Via Email ([redacted]) 09/**/2013 01:09 PM Dear chelsedwards, Thanks for being in touch and for shopping with ideeli. We appreciate your patience while our Customer Service Team looks into this matter. We promise to get back to you by 5pm [EST] on 9/** with more information Thanks again for your patience. Best regards, The ideeli Customer Service Team " I followed up on the the [redacted] and October [redacted], and haven't heard anything from them. After reading some reviews online, it appears that this is a common practice for them - shipping the wrong order and then never addressing it or offering a solution. There is also no phone number to be found anywhere, so customers are entirely at the mercy of their email service.Desired Settlement: I would like a clear idea of what I am supposed to do with this unwanted merchandise, an explaination of my options, and an apology for their terrible customer service and avoidance.

Business

Response:

To Whom it May Concern,

Review: I have shopped at this business for years without a problem. However, they recently appear to have completely shut down their customer service and returns functions, but continue to solicit sales via direct email marketing and other means. (The ability to return merchandise is a significant part of the business' marketing campaign.) I have tried four times over two weeks to contact them about a return of goods per their return policy. They have not responded at all. The "chat" function on the website has been closed down. I am also concerned because I have previously returned items in exchange for store credit and it appears my credits may no loner be available. It appears from comments by other users (such as on [redacted]) that other customers are experiencing the same problems.Desired Settlement: I want to (1) be able to return the items I have been trying to return (2) get an accounting of the store credits I am entitled to and (3) get a refund in lieu of my store credits, as I do not want to do business with this company again.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Ideel appears to be resolved.

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

Sincerely,[redacted]

Review: I am writing in regards to a roughly $125 purchase I have made through Ideel.

The product was never shipped, customer service representatives confirmed, but they will not refund what I paid for the product. There has been an ongoing "investigation" since May **, 2015 when I first contacted Ideel through live chat. I spoke with them again on May **, 2015 and today June *, 2015. They are "still gathering information" quite frankly their inner workings are not my problem. I paid for a product, the product had a shipment date of May **-** and I never received anything, therefore I need my money refunded. When I track the shipment all it says is that "[redacted] received shipment information" it doesn't state that the shipment was received at a [redacted] facility nor that it was mailed to an incorrect address. I want my money refunded immediately.Desired Settlement: The money I paid that was deducted from my bank account to be refunded in FULL.

Business

Response:

To Whom It May Concern,According to our records, the order in question shipped on May [redacted], with [redacted] Mail Innovations Tracking #[redacted]When an order is fulfilled and shipped from our warehouse, it is placed on a pallet with dozens of other orders. Those pallets are scanned by [redacted], as opposed to individual boxes or packages, when they are picked up from our facilities in [redacted]. as a result, it is not uncommon for a small package or envelope to miss the initial scan at the [redacted] hub, but still wind up delivered as expected.When [redacted] initially contacted us on 5/**, our representative explained:, "Ok, sometimes thee are delays with the shipping company and it is possible that you won't see any updates for, up to 7 business days. If you do not receive any updates on the tracking by 5/**, please contact us so we can open an investigation for you".[redacted] contacted us again on 5/**, two days before we noted above, because the tracking still had not updated. Because of her frustration with the situation, the agent chatting with her at that time initiated an investigation earlier than our usual timeframe, and gave [redacted] the expectation that [redacted] would require 8 days to try and locate the package. If the package was not found by 6/*, she would be issued a full refund.We received another chat from [redacted] on June [redacted], requesting an update. As this was, again, earlier than the resolution date we provided, our agent could not provide any further information.When I spoke with [redacted] today, she explained that most of her frustrations came from the long wait and drop-off rate of her chat requests. As we are currently experiencing abnormally high volume of customer interaction, I acknowledged this pain point, and apologized to her for the inconvenience.To resolve the issue, as requested, I've issued a full refund to the credit card on file, as we can conclude even without [redacted] that this package will not be located at this time. In addition, I've issued a $25 credit to [redacted]'s account for the trouble.Please let me know if there is any additional infomation you require.-- [redacted]

Review: I have been purchasing from Ideeli for years. Of late the items ordered & received were poorly packaged. The dresses used to come on hangers & were obviously new & had "don't take off tags" to keep customers from wearing & returning & the packaging was very nice. My last 3 shipments were horrible. Dresses arrived wadded in tiny plastic bags. Some were obvious returns because they were not properly buttoned or folded. In my last shipment the dress I ordered had the sleeves turned inside out & the dress was completely unbuttoned & the belt was lose. I returned my last 3 shipments & received credit on account. I'm trying to get my money back from Ideeli. They insist that I must suffer a return shipping fee for two shipments totaling about $16.00. The total on account is around $300 & I have $20 in promotional credit that I don't intend to use and that they will not use to apply against this dispute. I realize that I agreed to suffer the return shipment fee by using their return label but in these cases - for these two shipments, Ideeli is completely at fault for sending me returned items sold as new. I keep asking & I keep getting boiler plate responses that I have two choices - take the deduction or keep the credit on account. I cannot reach them by phone as they are always busy with other customers. I bet....Desired Settlement: I would like the entire credit on account to be applied to my credit card.

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 wish there was zero stars button. I purchased a travel voucher for $2,200 for Turks and Caicos and due to a family emergency was unable to book travel within the travel time. Ideeli would not give me credit to be used towards travel at a later date. I understood I would not receive the promotion rate but I wasn't even requesting that. I LOST $2,200!!!! and all they said they would give me was a $25 credit voucher. That was a slap in the face. I have tried repeatedly for over a year to resolve this issue including leaving dozens of voicemails for Jason F[redacted] who happens to be a Director level over customer service - what a joke! He doesn't return any phone calls or emails. I will never do business with this company - they are a SCAM. If anyone has had a similar situation happen with them, I am interested in talking to you about a class action lawsuit. My email is [redacted].

Review: On May **, 2015 I accidentally made an order with Ideel.com. I immediately cancelled the order thru the link provided in the confirmation Emil sent to me by the company exactly 3 minutes later. I also called the company directly to make sure that the order was cancelled, to my surprise there were no representatives available but I was prompted to leave my name, order number and phone number and someone would return my call. I did so and then relieved an email from Ideel confirming the cancellation and stating that a representative would call me back within 4 hours of my call. I then called [redacted] as a back up to give them a heads up on the transaction explaining to them the situation that occurred and that I did not want the cancelled transaction to be submitted to my financial institution, the representative also noted my account of the request and assured me that they would make this the highest priority. Well, to this day no one has contacted me from Ideel. The package was sent to my home which I refused upon delivery but my neighbor accepted and signed for it on a second try. I called [redacted] to schedule a pick up so it could be returned to sender, which they did. In the interim, Ideel and [redacted] proceeded to have a field day by causing my account to become overdrawn. They went into my account on 8 different occasions, with the bank charging me $30 each time. I contacted [redacted] and opened a dispute against Ideel because I did not have any of their merchandise. [redacted] issued me a letter for my financial institution to reverse the charges, they conducted an investigation and I won. [redacted] tried reaching out to this Ideel company and to no avail. Today is June **, 2015 and Ideel is still trying to go into my account via [redacted] and is still sending me packaged thru [redacted] and the [redacted]. I have put a bank stop on my account and have changed all passwords but this company just won't stop, it's been a month long nightmare. [redacted] has even tried to contact them, and got no response. Please Help!Desired Settlement: I want this company to stop sending me things I did not order and stop submitting payment requests to [redacted] and my financial institution.

Business

Response:

To Whom it May Concern,We did receive an e-mail from [redacted] on 5/** requesting cancellation of her order. Due to an unprecedented volume of customer interaction at that time, we did not reply for 3 days, well outside out typical response times. At that point, however, we were unable to cancel the order in full. As some items had not yet been sent to fulfillment, we did reply on 5/** with the following information:"At this time only certain items from these orders can be cancelled, as the other items are in the process of shipping. Please let us know if you would like us to cancel the following items: KENNETH COLE Underwire BraKENNETH COLE High Waist PantMARC NEW YORK Sleeveless U-Neck Maxi Dress"We received no reply to this request, and the other items shipped out when available.On June [redacted], we received 3 Chargeback claims from [redacted], for Order [redacted] as well as Order [redacted]. As a result of these Chargebacks, we accepted [redacted]'s claim and returned all of [redacted]'s money to her via [redacted]. As she has been refunded in full through this procedure, we have come to the decision that our site is not a good fit for her shopping needs, and have closed it at this time.Please let me know if there is any other information you require.Sincerely,[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,

Review: I have issues to get credit back on my credit card I shipped the items back a month ago and still did not get credit I contacted ideeli three times already I will copy and past the conversation that every time they give me a date that I will get the credit and it doesn't happen and I need to contact them again.This conversation place on 09/**/15 [redacted].

This conversation placed on 09/**/15

[redacted]: [redacted]: [redacted] !

[redacted]: oh ok thank you

[redacted]: hopefully I do not need to contact you after 3 days again

Business

Response:

To Whom It May Concern,We have confirmed that the refunds requested in the above complaint have been processed with our banking partner, [redacted]. The refunds will take up to 5 business days (not including weekends or holidays) to post to [redacted] card.Refund Receipt[redacted]

[redacted]Refund Receipt[redacted]

[redacted]Please let me know if there is any other information required to address this issue.Sincerely,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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,