Intimate U

Review: On June 1st 2012 I was "purchased" a bra and panty set. It was considered a special order and I was then told that it would be in, in 1-2 weeks, and they would call me when it arrived. 2 weeks passed and I finally received a call that just the bra had come in and that the panties were back ordered. I asked when they expected it to come in and they ([redacted]) didn't know but said they would call me back. I then received a call from the owner who said that she would contact the supplier and call me back yesterday (the 25th). She didn't call me back. My husband and I at this point are frustrated because we've paid $93+ change and it's almost been a month and we still don't have the entire order nor a date when we will. Today I called and requested a refund, but because it's a special order they've refused. I've been robbed!! It's a terrible policy and the owner was quite rude and completely dismissed the frustration they have caused by not telling us it was back ordered until 2 weeks after I ordered. I should have known up front that it was going to take longer than 2 weeks because we were specifically ordering it for an occasion and now it has more than passed.Desired Settlement: I want a full refund

Business

Response:

Mrs. [redacted] did shop at Intimate U. She chose merchandise and requested that we get the merchandise for her in a different color than what we stocked. We were happy to do so. As with all special orders, payment in full is required at the time of order. Printed on her receipt, it is clearly stated that special order sales are final. Our policy is that special orders are not eligible for return, refund or store credit. As part of our normal conversation that we have with every customer that places a special order, we did notify Mrs. [redacted] that if her requested items were in stock with the manufacturer, it should take approximately one to two weeks to receive the items. 50% of her order was received in that time frame, the other 50% was backordered. We notified Mrs. [redacted] of such and stated to her that as soon as we had an idea of the balance of the order’s arrival, we would contact her. Which, we did. [redacted] LackeyIntimate U[redacted]

Consumer

Response:

It has been over a month and I have not received notice of the FULL 100% purchase being available. It's a set and half of it does me no good (which is why I haven't picked up any of what I purchased yet). I have been robbed! I have paid and NOT received my full purchase. Over a month is UNACCEPTABLE! And I still don't even have an estimate when it "might" come in. Furthermore I was not told BEFORE it stated on the receipt that the purchase was final- I was NOT warned either that the item "could be" back ordered. If I had known it was I wouldn't have purchased it! This is a ridiculous and shady policy that had I known about BEFORE I paid I would never have done business with Intimate U. Regards, [redacted]

Business

Response:

The balance of Mrs. [redacted]'s special order has been received by our store. We have tried to notify her with the cell phone number provided and have not been able to reach her.

Consumer

Response:

It is too late. I ordered it June 1st. It is July 10th. The occasions for the apparel are long past. I expected it in two weeks and didn't even find out it was back ordered till 3 weeks past, This is unacceptable, 'I want my refund. Regards, [redacted]

Business

Response:

As with all special orders, payment in full is required at the time of order. Printed on her receipt, it is clearly stated that special order sales are final. Our policy is that special orders are not eligible for return, refund or store credit. As part of our normal conversation that we have with every customer that places a special order, we did notify Mrs. [redacted] that if her requested items were in stock with the manufacturer, it should take approximately one to two weeks to receive the items. 50% of her order was received within that time frame, the other 50% was backordered. We notified Mrs. [redacted] of such and stated to her that as soon as we had an idea of the balance of the order’s arrival, we would contact her. Which, we did. As of July 9, 2012, we notified Mrs. [redacted] via the email address provided with this complaint, since we could not reach her through the telephone number she provided, that her order in full was now waiting for her. We reminded her of Intimate U's store hours and welcomed her to pick up her order at her convenience. As of today, we are still holding the special order for Mrs.[redacted].

Consumer

Response:

No, I wasn't told the sale was final before I received the receipt. Regards, [redacted]