Japan Crate,LLC

Complaint: [redacted]I am rejecting this response because: This is not true and...

I have the emails to prove it. I did not "unskip". After I saw they took the $30 dollars from me I unsubcribed completely from the service. I also know that it takes a couple days but I haven't recieved any refund neither is it pending. but I have proof if needed.Sincerely,[redacted]

I have already attached the account details showing that [redacted] unskipped her renewal and that a refund was processed. I can make no further actions to her account as all of her requests have been fulfilled already.

Complaint: [redacted]I am rejecting this response because: I understand that on your website it is listed as a category of items, however as I mentioned many times with you before, I am NOT referring to your website but the specific promotional emails you sent me (which I have attached) stating that I would receive "cosmetics I would want to use everyday". Everything else you mentioned in the email was in singular form like "peach-scented scrub" or "fun healing/moisturizing mask", so yes I expected more than one cosmetic item since you misleadingly stated it that way.  
In addition to that, you claim that the box is worth at least $50 worth of product, however, you even wrote in the customs form included on the box that the contents were only worth 2,500 Yen, which is equivalent $21.91 as of today. There are also prices left on some of the products inside and even going to specific retail stores that carry these items, these products are around $20 and definitely not worth $50 like you claim on your website. So again, another instance of false advertisement and misleading the customer.
You also stated that you could not accept returns for boxes that have been opened, but I never opened my box nor received it when I emailed you personally. The email was sent days before I received my box (you can check the tracking and the email time stamp to verify). 
Sincerely,[redacted]

We have shipped out the bonus item to [redacted] twice now. If she has not received the item we are willing to offer a $30 refund in lieu of another reshipment.

Once again, we must abide by our company policy.

Initial Business Response /* (1000, 7, 2015/07/20) */
Hello,
While in the process of moving all of our existing customer data from our old system to our new system, the engineering team heading the migration made an error which caused all customers between specific dates to be reactivated....


We immediately began refunding those accounts, which happened to include yours. We are extremely sorry that you were charged, and issued a refund the moment you contact our support team. We have multiple documentations showing this, please see the attached image which shows the accidental renewal and subsequent refund issued within a few hours.
If you would like to discuss this further please do not hesitate to get in touch with us. We would be happy to speak with you.
Once again, I'm sincerely sorry that you were wrongfully charged. This was a one-time error due to completely revamping and moving our databases and will not occur again.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They clearly have my information in their records, which I do not approve of. They misused my information stored in their system with their system migration, and having my information in their system does not make me feel safe at all. I want all of my records purged from their system. I do not want my name, likeness, credit card, mailing address, billing address, or anything of the sort in their database period. They have the ability to charge my account without my will at any time, and I cannot do anything to stop it. I demand that it all is erased from their database in its entirety. This has not been addressed, and in fact has been completely ignored.

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. Sincerely, [redacted]

Michelle,
 
A refund was issued for your missing crate on April 5, 2017.
 
[redacted]
Customer Support Manager
[redacted]

I am obliged to follow company policy. We have the recurring payments posted all over our website and customers must also click a checkbox acknowledging the fact that the subscription is recurring. Furthermore the customer has already filed a payment dispute with their card company leaving me unable...

to issue a refund.

Complaint: [redacted]I am rejecting this response because:
I agree that I missed "checkout" statement. My concern is that I emailed Japan Crate as soon as I saw the renewal charge of $170 show up on my bank account. I cancelled the subscription and received an email saying they would cancel the subsequent renewals. As I wanted to make sure that they would credit my account, I emailed for a clarification. I didn't receive an email back so I sent two more emails requesting they credit my account. They finally responded saying the renewal had been finalized and it is their policy that once the renewal had been finalized they cannot issue refunds. But I emailed them on May 26 when the charge was still "pending" on my account and they waited until June 14 to tell me that the renewal had been finalized.
So, they waited nearly three (3) weeks to tell me the renewal was finalized. Of course, it was by then. Giving Japan Crate the benefit of the doubt, let's say they couldn't stop the first "crate" of this renewal. Ok, I would have been satisfied to pay for that shipment, and have the remaining five (5) months credited back to my account.
These practices and policies are fraudulent and I'm still expecting my refund of $170.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/30) */
All US domestic orders receive free 2-day USPS shipping and looking at the customer's account, we saw that she was charge $15 for shipping on top of the price of the crate ($25). As I know our system is designed to only charge international...

customers for shipping, I checked the customer's shipping address and saw that it had been changed after she placed the order. I contacted the server's Support team to pull up the original address that she had on her account at the time of the order and verified that she had typo'd her country and put UM instead of US, which is why the server thought she was an international customer, thus charging her $15 for shipping. The server does not detect errors in address or discrepancies in the postal code and the country code at the time of sign up, it will only detect the issue when the order is being shipped. I informed the customer of the typo in country and her order was refunded.