Improvements Catalog

Ms***,
Thank you for contacting us regarding your recent Improvements order. We appreciate the time you spent and the
feedback you provided
We apologize for the inconvenience of the delay of the *** Curtain Rod. Because of this, we would like to offer a refund of your shipping charges of $This refund will be processed immediately. Additionally, this item will be available for shipment within hours, so you should receive it within 7-business days. We hope this is an acceptable solution for you.
We strive to offer the best quality products, accompanied by world-class customer service. If you feel you did not receive this, please do not hesitate to make us aware of where we can improveWe apologize for any inconvenience this may have caused and appreciate your business with Improvements
If you need any additional assistance, please contact via email at ***, or via telephone ###-###-#### 7am to 2am EST
Best regards,
Improvements Customer Service

Hello,
On a credit was issued in the amount of $I left the customer a voicemail *** *** advising the refund was issued and to please dispose or donate the cabinet
Thank you,
sans-serif;">Melissa M***
Brand Services Manager
Cornerstone Brands, Inc(A Division of HSNi)
West Chester Road West Chester, Ohio Phone: ###-###-####

Below are the actions taken to resolve the issue*** *** (Supervisor) contacted Mr*** on August Arial;">th with my contact info and left a
voicemail. She submitted refund request for $66.93, which was full
cost of item & shipping. Mr*** called me back on August 28th,
and was very pleased with our response and commitment to stand behind our
products. I also sent him a $gift certificate and let him know
we value his business and hope he will give us another chance. He
indicated he will continue to shop with Improvements
Order *** placed April 27thonline. After delay option on May 2ndand May 6th, order shipped May 15th. Exchange processed May 08, Order *** 1st replacement entered May 8th, shipped May 11th. Exchanged on June 5th, Order *** 2nd replacement entered June 4th, shipped June 5th Customer returned July 21, 2015, and Returns Dept processed a GC for $(deducted $return fee). The item was out of warranty at this point. Returns followed procedure of issuing a GCOur
return policy states: Any Item can be returned for a refund to
the customer’s credit card within daysAfter days, a gift certificate
will be issued. Shipping will not be refunded unless the item was defective
or an error on our partAll Improvements items have a one
year guarantee. Mr***’s order was year and days outside of
warranty. However, we honored the warranty and sent a Gift Certificate
even though it fell outside the guidelines. We voided the Gift
Certificate and issued a full refund back to his credit cardThanks,
*** ***
Brand
Services Manager
Cornerstone Brands, Inc(A
Division of HSNi)
West Chester Road
West Chester, Ohio Desk Phone: ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We appreciate *** *** sharing her experience with usAfter review of the order we do show pet gate was purchased with an accessory itemI understand the concern with paying return shipping costs for productI will share this feedback with our corporate officeWe will review our
policies for any opportunity to make changesWe do publish return label on our packing slips & through customer serviceWe also have a very generous return policy posted online(see below) At Improvements, we're committed to providing products that perform as promisedIf you're not happy with your purchase for any reason, let us know and we'll make it rightSimply return it within days and we'll gladly replace it (providing the product is in stock) or refund your money (excluding S&H)The choice is yoursIn addition, for up to a year from the date of purchase, you can exchange any item for the same product (providing it is in stock) or for a merchandise credit in the form of a gift certificate We want *** to give us a try in the futureA full refund for the amount of $has been is***d to the credit card ending in The refund will post in approximately business days. Thank you for business and let me know if there is anything else I can assist with.Melissa M***Brand Services ManagerCornerstone Brands, Inc. (A Division of HSNi)West Chester RoadWest Chester, Ohio

Hello, We received the complaint filed by Lisa ***It is with our sincere apologies that the refund did not post as promisedToday, a credit for the amount of $was refunded and should post to the payment method on file within to business days.An Operational Specialist spoke
with Lisa and she was satisfied with receiving the credit. Thank you, *** *** Brand Services ManagerCornerstone Brands, Inc(A Division of HSNi)*** *** *** ***
*** *** *** ***
*** *** ***

*** *** placed an order online on Near the bottom of the webpage there is a Customer Service sectionUnder Customer Service is a link "Return Policy"See below On the packing slip we include a prepaid return labelThe cost to use the label is $which is outlined
on the packing slip. I reached out to *** today and understand that her frustration was not so much with the policy, but the item cost was so little that the return shipping felt extraordinarily highWhile the policy was explained accurately, I understand why this was upsettingAs an appeasement, we fully refunded the original form of payment in the amount of $ Thanks,*** *** Brand
Services ManagerCornerstone Brands, Inc(A
Division of HSNi)West Chester Road
West Chester, Ohio 45069*** *** ***Returns and ExchangesShipping outside the U.S.? Visit our International Returns page.At Improvements, we're committed to providing products that perform as promisedIf you're not happy with your purchase for any reason, let us know and we'll make it rightSimply return it within days and we'll gladly replace it (providing the product is in stock) or refund your money (excluding S&H)The choice is yoursIn addition, for up to a year from the date of purchase, you can exchange any item for the same product (providing it is in stock) or for a merchandise credit in the form of a gift certificate.Exceptions:Holiday merchandise returns will not be accepted after days from the date of shipment.Any products that are monogrammed, customized or made-to-order cannot be returned or exchanged unless damaged or defective.How to Return or Exchange an ItemTo return an item, simply fill out the Exchange/Return form printed on the back of the packing slip enclosed with your packageThen return that form to us, along with your item(s), by either using the UPS return label included (fee will be deducted from your refund/exchange), or using the carrier of your choiceIf you no longer have your packing slip, please contact Customer Service at 1-800-634-9484.EASY RETURNSIf your purchase qualifies for an easy return, a return label has been provided with your shipmentSimply follow these easy steps:Complete the exchange/return section on the reverse side of your packing slip, indicate the return reason code, and include the slip with the items you are sending back.Affix the UPS return label (located on the front of the pack slip) over the original shipping label on your package and reseal it for shipmentRetain the UPS/ARS tracking number for your records.Drop the package with a UPS driver or UPS Store.If you are returning merchandise for a refund or exchanging an item, the fee for using this label will be deducted from your total refundIf you are returning an item because it is damaged or defective, there will be NO CHARGE for using the labelIf you prefer, you may use the standard return label on the packing slip and pay for your own shipping via the carrier of your choice

Hello, Mr*** *** placed an order through *** on 07/18/for item *** *** and paid $On 07/28/2013, Mr*** called and reported a part broke and requested a replacement partOn 08/07/the replacement part was shipped out to the
customer. Improvement'warranty is for year from the date of purchaseHowever, after speaking with Mr*** and because the item is currently in stock we agreed to send a replacement piece out at no chargeMr*** accepted this as a resolution. We thank Mr*** for his business. I did include the warranty information below for reference. Improvement's warranty process is stated in the catalog and on the website. Satisfaction GuaranteeShipping outside the U.S.? Visit our International Returns page.At Improvements, we're committed to providing products that perform as promisedIf you're not happy with your purchase for any reason, let us know and we'll make it right.Simply return it within days and we'll gladly replace it (providing the product is in stock) or refund your money (excluding Shipping & Handling)The choice is yoursIn addition, for up to a year from the date of purchase, you can exchange any item for the same product (providing it is in stock) or for a merchandise credit in the form of a gift certificatePlease note: Holiday merchandise returns will not be accepted after days from the date of shipmentAny products that are monogrammed, customized or made-to-order cannot be returned or exchanged unless damaged or defectiveThank you,Melissa M*** Brand Services ManagerCornerstone Brands, Inc(A Division of HSNi)West Chester Road
West Chester, Ohio 45069Desk Phone: (513)603-

Dear *** ***,
"">
Thank you for contacting Improvements regarding order # ***
Unfortunately, item #*** is still temporarily unavailableWe expect the item to be available for shipment on 3/17/You can expect to receive the item within 3-business days from the date it shipsThe gift certificate mentioned below shipped via *** on 2/19/We apologize if you have not yet received itIf you decide to use the gift certificate, all you will need to do is reference the certificate number which is ***For the inconvenience of the delay, we are also going to waive the shipping fees for the orderOnce the item ships, you will receive a $credit back to your card for the shipping feesAgain, we apologize for the inconvenience
If you need any additional assistance, please contact via email at ***, or via telephone ###-###-#### 7am to 2am EST
Sincerely,
Improvements Catalog Customer Service
***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I am very thankful for how they handled this situation and will certainly keep them in mind for futures purchases.Regards,
*** ***

Though the customer service reps that I spoke were friendly, courteous, and responsive, the company's online ordering system is horrible if you have a separate billing vsshipping addressMy product would have gone to the wrong address had I not caught their mistakeBasically, their system can accommodate EITHER a billing or a shipping address but not both, simultaneously And this happened twice with themI had to cancel the first order when I caught their problem, then I placed the next order WHILE ON THE PHONE WITH THEIR CUSTOMER SERVICE REP, so I could find out where in their system I could enter two separate addresses (one for billing and a different one for shipping)It appeared at first that rep #helped fix the problem, and the immediate confirmation email even showed separate billing vsshipping addresses HOWEVER, the follemail the next day AGAIN showed the wrong shipping address!! Maybe this would seem like a trivial issue to many people, but the real problem is that the "higher-ups" in the company don't seem to be addressing the problem even though I'm one of several to have the same problem(Since I had the same problem with the company on two separate occasions, I asked the customer service rep if they got similar complaints from other customers and the rep said yesI then asked why it hadn't been corrected and she seemed as frustrated as me, politely indicating that it was out of her hands and the higher ups had been notified)Therefore, I believe the company has bad management over IT issuesNo matter how good the HUMAN (phone) side of customer service is (and theirs was very good), there is also an IT side, which, in this case, is terribleMaybe this bad Revdex.com review will get their attentionI will not be ordering from them again because their failure to address what SHOULD be easy-to-fix IT issues led to me wasting an absurd amount of time

The return has been processed and a refund in the amount of $has been issued to the *** accountThe customer will see this credit within business daysI contacted the customer and he will be on the look out for the refund.
Thanks,
Melissa
M***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I will contact company contact when she returns from vacation
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Please close this complaint. The Seller Satisfactorily Delivered Merchandise Since This Complaint Was Generated.No further action is needed. Customer is content with Sellers Action To Complete Transaction. Thanks For Your Assistance*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Please reopen my complaint As of today, I am still receiving daily emails I am requesting the business remove my email from all their files.Advise status
Regards,
*** *** ***

Hello,Thank you for sharing your feedbackOur posted policy is after days we refund in the form of an Improvements gift certificateI understand the frustration of receiving a product that may have been defectiveWe certainly want to make things right for youI have issued the refund for
$back to the original form of paymentIt can take - business days to postThe gift certificate has been voided and you can dispose of itIf you have any further concerns please reach out to me directly and I will be happy to assistMelissa M***Manager of Brand Services & VOCCornerstone Brands, IncWest Chester Road West Chester, Ohio 45069Desk Phone: ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowPlease reopen my complaint As of today, I am still receiving daily emails I am requesting the business remove my email from all their filesAdvise status
Regards,
*** ***
***

Hello,I spoke with the customer this afternoon and reached an agreementI contacted UPS who was able to changed the address for the Deluxe Memory Foam Mattress TopperDue to the ship method for the White Dry Erase Decal and Edison Light Bulbs, the shipping address was unable to be updatedTo
ensure the customer received these packages in a timely manner, I created a new order ***The order will deliver in to business days from today*** is the new order number. Thanks,
*** ***Brand Services Manager
Cornerstone Brands, Inc(A Division of HSNi)
*** *** *** ***
*** *** *** ***
*** *** ***