Improvements Catalog

[redacted] placed an order online on 3.12.16.  Near the bottom of the webpage there is a Customer Service section. Under Customer Service is a link "Return Policy". See below.  On the packing slip we include a prepaid return...

label. The cost to use the label is $8.95 which is outlined on the packing slip. 
I reached out to [redacted] 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 high. While the policy was explained accurately,  I understand why this was upsetting. As an appeasement,  we fully refunded the original form of payment in the amount of $12.95.  
Thanks,
[redacted]Brand
Services ManagerCornerstone Brands, Inc. (A
Division of HSNi)5568 West Chester Road
West Chester, Ohio 45069[redacted]
Returns and Exchanges
Shipping outside the U.S.? Visit our International Returns page.
At Improvements, we're committed to providing products that perform as promised. If you're not happy with your purchase for any reason, let us know and we'll make it right. Simply return it within 90 days and we'll gladly replace it (providing the product is in stock) or refund your money (excluding S&H). The choice is yours. In 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 30 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 Item
To return an item, simply fill out the Exchange/Return form printed on the back of the packing slip enclosed with your package. Then 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 choice. If you no longer have your packing slip, please contact Customer Service at 1-800-634-9484.
EASY RETURNS
If your purchase qualifies for an easy return, a return label has been provided with your shipment. Simply 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 shipment. Retain 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 refund. If you are returning an item because it is damaged or defective, there will be NO CHARGE for using the label. If 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.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They are presenting themselves as a dishonest business. It does say that the item is excluded from the discount that's true. It does NOT say it in the promotional ads ALL over the internet, or even on the link under the promo on their homepage. Further, it uses that exact item as "click bait" to draw you to their website and then exclude that item from the promotion. Bait & switch 101. They did not accept responsibility for this mistake and also did not offer any apology or incentive for me to shop there again. From their response, it seems fine to them that they are losing my business. The excuse that they can do nothing is ridiculous, they didn't event try. So no, I do not accept their response, but given the interactions I've had with their customer support and management, I am not surprised by it.
Regards,
[redacted]

Hello,
 
I spoke to Mr. [redacted] this morning. We placed the order for the item cost of $99.95. Mr. [redacted] is happy with the resolution. 
 
Thanks,
[redacted]

Hello, The order information and product mentioned in the complaint is not sold by Improvements Catalog. The item and order in question was placed through HSN. I do not have access to HSN ordering system and not able to resolve the concern.  Can this complaint be moved over to...

HSN?Thanks,[redacted]Brand Service Manager[redacted]

We have removed [redacted] from all email & catalog marketing lists. While all attempts have been made to prevent the catalog mailing it is possible for Ms. [redacted] to receive 1 or 2 more. The catalogs are prepared for mailings in advance.  Thank you, Melissa M[redacted]Brand...

Services Manager5568 West Chester RoadWest Chester, Ohio 45069Desk Phone: ###-###-####  [redacted] C [redacted]

[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 [redacted], and find that this resolution is satisfactory to me.  I have received credit to my account and was told that they would send me a gift card. Thank you to the Revdex.com for their help in resolving this matter with Improvements Catalog.
Regards,
[redacted]

We have removed [redacted] [redacted] from all email & catalog marketing lists. While all attempts have been made to prevent the catalog mailing it is possible for Ms. [redacted] to receive 1 or 2 more. The catalogs are prepared for mailings in advance. 
 
Thank...

you, 
Melissa M[redacted]
Brand Services Manager
5568 West Chester Road
West Chester, Ohio 45069
Desk Phone: ###-###-####
 
 
[redacted] C [redacted]

Hi,
Let me start by apologizing. On 08.31.16 we confirmed the email address was unsubscribed for all email databases. After seeing the response that emails are continuing we noticed on 9.13.16 that the email address was opted back in. On 09.16.16 another request to unsubscribe the email address was completed. We are working to understand if there is a systematic issue. In the meantime, we have taken every step to ensure no further emails will be delivered. 
Thank you,
 
Melissa M[redacted]

Hello,
 Improvements were offering a 25% off site wide sale. There was an exclusion on the promotional banner on the website that said "selected products excluded from discounts". Online under the product it states "item is excluded from any discounts".  The customer...

purchased the product from Frontgate and not Improvements catalog. Since the item was not purchased through the Improvements Catalog a discount cannot be applied to the order. 
I called the customer at number ###-###-#### and left a message with her husband on Monday, Dec. 14th. I requested a call back at ###-###-####. On Thursday, Dec. 18th, I called and left a voicemail on the same line with my call back number. I had not received a call back and on Friday, Dec. 18th left a voicemail with no call back. 
In summary the promotion stated that selected items were excluded. On the product it states that item is excluded from any discount. While we do meet he requirements in the disclaimer we will use this as an opportunity to review our disclaimers and improve upon them. 
Melissa M[redacted]
Brand Services Manager
Cornerstone Brands, Inc. (A Division of HSNi)
5568 West Chester Road
West Chester, Ohio 45069
Desk Phone: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
IT IS UNDER A YEAR they never sent me anything for free within 2 days a paid for hose went bad and they where contacted   I think it was May 11 2015 it came then THIS COMPANY DID SEND ME A DEFECTIVE 150FT XHOSE WITH WATER PIN HOLES ON 3/31/16 AS DOCUMENTS THAT WERE SENT  THEY REPLACED A DEFECTIVE HOSE WITH ANOTHER NEVER USES DEFECTIVE HOSE IT WAS REPORTED TO THEM WITH IN AN HOUR THEY GOT PAID FOR THE ORIGINAL HOSE BOUGHT AS A GIFT  $100.00 THEY WOULD NEVER SEND OUT ANYTHING FOR FREE THEY SEND ME A DEFECTIVE HOSE AND WITH IN AN HOUR THEY TOLD ME TO BAD I AM STUCK WITH THE DEFECTIVE HOSE    READ ALL THE REVIEWS ON THIS HOSE ON THEIR WEBSITE ALL NEG REVIEWS

Hello,I left several messages with the customer to try and resolve without a return phone call. If the customer would like to reach out to me then I am happy to help. As of today, I will be out of the office until 12/28. /16.Thank you,Melissa

Hello,
 
We received the complaint filed by Lisa [redacted]. It is with our sincere apologies that the refund did not post as promised. Today,  a credit for the amount of $21.91 was refunded and should post to the payment method on file within 1 to 3 business days.
An...

Operational Specialist spoke with Lisa and she was satisfied with receiving the credit. Thank you,
 
[redacted]
Brand Services Manager
Cornerstone Brands, Inc. (A Division of HSNi)
[redacted]
[redacted]
[redacted]

I placed an order for an outdoor pool item and after two weeks of no delivery (or communication) from Improvements, I was told them item was back ordered for another two weeks. I requested a discount for the inconvenience as by the time the item arrives summer will be over. I was offered a lousy 10% and received a notification the item has been further delayed.
Very disappointed in the lack of communication and customer service and will never order from here again.

I received a call this morning from the company at 738 am explaining that I have received credit. I checked with [redacted] and that is correct. I wish to close my complaint. I asked the company to remove any future advertisements or mailings in the future from my email. Extremely poor customer service. They emailed me on two different occasions that I was to receive credit didn't happened. In the last correspondence with the company they tried to tell me that couldn't check that item returned was returned on December 19th. I have a document from [redacted] showing me that the item was returned. "yes, they refunded my claim, but under such standard should they get a good rating. I am not the only customer that this company had such bad dealings. Customer service doesn't exist with this company?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I called the customer and left a voicemail. We will either replace the order and ship to the desired shipping address or refund his money immediately. Once I hear back from the customer and update will be provided.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
They had the paid invoice for the original when they shipped out the original DEFECTIVE HOSE WHICH WAS MAY 2015  THIS COMPANY SENT ME A DEFECTIVE 150 XHOSE ON 3/31/16  THEY REFUSE TO DO ANYTHING BUT TELL ME TO KEEP THEIR DEFECTIVE HOSE   WHEN THEY SET THE ORIGINAL DEFECTIVE HOSE THAT WAS PAID FOR AS A GIFT  AFTER GETTING IT  THEY ASK FOR PAID BILL AND DID SEND A REPLACEMENT HOSE OUT IN MAY 2015 BUT AT THAT TIME THEY DID HAVE THE PAID INVOICE /BILL THAT IT WAS PAID FOR  UNDER A YEAR OLD THEY REPLACED A DEFECTIVE HOSE WITH ANOTHER DEFECTIVE HOSE AND TOLD ME TO BAD KEEP THE DEFECTIVE HOSE   THIS COMPANY HAS OTHER NAMES THEY GO BY TOO  SO I SHOULD BE STUCK WITH A HOSE WITH HOLES IN IT BECAUSE THEY SENT ME A DEFECTIVE HOSE THIS COMPANY NEVER TRIED TO RESOLVE THIS DEFECTIVE HOSE ISSUE

Hello,
 Mr. [redacted] placed an order through [redacted] on 07/18/2013 for item [redacted] and paid $249.99. On 07/28/2013, Mr. [redacted] called and reported a part broke and...

requested a replacement part. On 08/07/13 the replacement part was shipped out to the customer. 
 Improvement'warranty is for 1 year from the date of purchase. However, after speaking with Mr. [redacted] and because the item is currently in stock we agreed to send a replacement piece out at no charge. Mr. [redacted] accepted this as a resolution. 
 We thank Mr. [redacted] 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 Guarantee
Shipping outside the U.S.? Visit our International Returns page.
At Improvements, we're committed to providing products that perform as promised. If you're not happy with your purchase for any reason, let us know and we'll make it right.
Simply return it within 90 days and we'll gladly replace it (providing the product is in stock) or refund your money (excluding Shipping & Handling). The choice is yours.
In 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.
Please note: Holiday merchandise returns will not be accepted after 30 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
Thank you,
Melissa M[redacted]
Brand Services Manager
Cornerstone Brands, Inc. (A Division of HSNi)
5568 West Chester Road
West Chester, Ohio 45069
Desk Phone: (513)603-1114

We are so sorry Mr. [redacted] is not seeing the posted credit. According to our ** account a credit for $64.96 is reflecting back to the his account. We certainly want to ensure the credit posts and Mr. [redacted] is refunded appropriately. I have requested a 3 way call with PP to discuss where the possible issue is. 
Thank you,
 
[redacted]