Julia Bella

Dear [redacted]We received your letter dated July 31, 2014 about a customer complain. Our company was in business since 2006 and have thousands of very happy repeat customers. Unfortunately, once in a while we encounter a customer that pushed the limits of being reasonable but it is...

common in any industry.Our return and exchange policy is clearly published on our website. It states that customers can return unworn shoes for full refund less the cost of shipping within 30 days from the date of purchase. In order to place an order all customers must accept our return and exchange policy. [redacted] decided to return purchased pair within 30 days, the pair was unworn, therefore we processed full refund less the cost of shipping. I examined the pair and found no defects. Two days later another customer purchased this pair and we received no subsequent complains about “defects".
I exchanged several emails with [redacted] and have all correspondence on file.We focus our business on serving our happy customers and understand that we can not be fantastic or everyone. Please feel free to contact me via email at [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:- Julia Bella states only about their rights which are protected Terms & Conditions, nothing about their failures. Their logic is totally out of point for this case.Terms &  Condition is valid for decent and proper products WITHOUT any defects.What I received was just like a pair of second-hand shoes. Seeing is believing. Please take a look at the photos.There is NO mention in Terms & Conditions by the shop that "buyers must accept any state of products  including defects if they are on sale", and no description for the product page. They only put a beautiful photo to sell the defective away.- This shoes brand that I purchased is an upscale brand, known as a [redacted] of Dance Shoes. All online stores except this shop Julia Bella, they clearly state any small defects even tiny scratches on the soles because of the rarity value of the shoes.However, this seller mentioned that "you must have expected it all when it is discounted." Please refer to the correspondence that I already submitted to you. From the beautiful photograph that they posted online, nobody can expect that the new shoes that they ordered will come with lots of dirt and scratches, leather and paint of heels are torn and come off.The state of products were off the limits to sell as a new pair.  This was neither eBay used shoes nor a supermarket.- This shop only repeats that they are protected by Terms & Conditions and have continued to show I-do-not-care / ok to sell-defectives-without-advanced-description attitudes, but what about the rights to know about products for consumers? This shop just takes advantages of internet merchandising. They NEVER post the defects online, just show beautiful photos. If I knew it, I did never purchase the pair.There is an obligation for shops to describe proper states of products that they sell online.How could consumers tell that the shoes will be defective from the beautiful photos?- So they did not refund the courier fees, to and from the shop. So I had to pay my bills JUST FOR THE PURPOSE TO KNOW that the pair was defective and to return it after one second. Is it fair?Proper shops have refunded all money including courier fees to and from, throughout my life. IT IS THE RIGHT THING TO DO FOR A PROPER SHOP.I also learned by mouth from other dancers that this shop has been notorious that they sell worn-out dirty shoes after several year's being fitted as new ones.Therefore, I need ALL MY MONEY BACK, INCLUDING THE REST THAT I PAID FOR THE COURIER FEES. It is not money, but I would also like you to exterminate this sort of bad shops to protect healthy e-commerce environment.Your strong action to protect a decent customer is greatly appreciated.
Regards,
[redacted]

Review: I purchased a luxury tango shoes pair from this store, Julia Bella. The brand name is [redacted], and it is considered to be upscale brand like [redacted] out of Tango Shoes brands. If you search the brand "[redacted] tango shoes", you will find the exclusive beauty and the exclusive value that they only produce each design in very limited quantity.I ordered my pair through online and it was on sale. Their webpage had a beautiful photo of the shoes and I could never imagined that I would receive a pair with obvious defects.After opening up the parcel that I received, I was surprised. The pair that I received looked like a second hand product. The color paint of the heels were came off and the metal was revealed in ugly way. The sole had numerous scratch, and the part of leather was torn - it was obviously roughly used for fitting without care. I contacted this seller, however, they replied that "the pair was on sale and the discount already incorporated this imperfections", with a total rude attitudes. They stated that they can make the refund without shipping fee and I must bear the return shipping fee on my end. They stated that "they do not refund the shipping fee," however, they sold the defective and WHY DO I HAVE TO BEAR THE SHIPPING FEES JUST TO RECEIVE THE DEFECTIVE? They also insulted me and returned an unreasonable logic that "if you return the pair, that means you accepted that the pair you received was not defective, and that you would never claim the shipping fee".I clearly stated by email with self-evident photos of defect parts, but they never accepted that the pair was an obvious defective.Simply put, they tried to sell out defectives without any description, with beautiful photos that was taken long time ago. The photo is a total deceiving and scam, because it never tells the color-peeled off heels and worn out sole, and torn leather. How would consumer can tell all those facts from one well-taken photos without clear mention that the pair has defects?Desired Settlement: I need FULL refund WITH SHIPPING FEES. I would never understand why I must bear the shipping fees JUST TO KNOW the pair was defective. They never accept that they were neglect to describe that the marked-down product have OBVIOUS DEFECTS. All the same kind of shops put the remarks - it is a universal manner.All evidences are available - photos, correspondences, screenshot of the product page on their website.Please exterminate this sort of scam online shops, not to create any more victims.

Business

Response:

Dear [redacted]We received your letter dated July 31, 2014 about a customer complain. Our company was in business since 2006 and have thousands of very happy repeat customers. Unfortunately, once in a while we encounter a customer that pushed the limits of being reasonable but it is common in any industry.Our return and exchange policy is clearly published on our website. It states that customers can return unworn shoes for full refund less the cost of shipping within 30 days from the date of purchase. In order to place an order all customers must accept our return and exchange policy. [redacted] decided to return purchased pair within 30 days, the pair was unworn, therefore we processed full refund less the cost of shipping. I examined the pair and found no defects. Two days later another customer purchased this pair and we received no subsequent complains about “defects".I exchanged several emails with [redacted] and have all correspondence on file.We focus our business on serving our happy customers and understand that we can not be fantastic or everyone. Please feel free to contact me via email at [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

- Julia Bella states only about their rights which are protected Terms & Conditions, nothing about their failures. Their logic is totally out of point for this case.Terms & Condition is valid for decent and proper products WITHOUT any defects.What I received was just like a pair of second-hand shoes. Seeing is believing. Please take a look at the photos.There is NO mention in Terms & Conditions by the shop that "buyers must accept any state of products including defects if they are on sale", and no description for the product page. They only put a beautiful photo to sell the defective away.- This shoes brand that I purchased is an upscale brand, known as a [redacted] of Dance Shoes. All online stores except this shop Julia Bella, they clearly state any small defects even tiny scratches on the soles because of the rarity value of the shoes.However, this seller mentioned that "you must have expected it all when it is discounted." Please refer to the correspondence that I already submitted to you. From the beautiful photograph that they posted online, nobody can expect that the new shoes that they ordered will come with lots of dirt and scratches, leather and paint of heels are torn and come off.The state of products were off the limits to sell as a new pair. This was neither eBay used shoes nor a supermarket.- This shop only repeats that they are protected by Terms & Conditions and have continued to show I-do-not-care / ok to sell-defectives-without-advanced-description attitudes, but what about the rights to know about products for consumers? This shop just takes advantages of internet merchandising. They NEVER post the defects online, just show beautiful photos. If I knew it, I did never purchase the pair.There is an obligation for shops to describe proper states of products that they sell online.How could consumers tell that the shoes will be defective from the beautiful photos?- So they did not refund the courier fees, to and from the shop. So I had to pay my bills JUST FOR THE PURPOSE TO KNOW that the pair was defective and to return it after one second. Is it fair?Proper shops have refunded all money including courier fees to and from, throughout my life. IT IS THE RIGHT THING TO DO FOR A PROPER SHOP.I also learned by mouth from other dancers that this shop has been notorious that they sell worn-out dirty shoes after several year's being fitted as new ones.Therefore, I need ALL MY MONEY BACK, INCLUDING THE REST THAT I PAID FOR THE COURIER FEES. It is not money, but I would also like you to exterminate this sort of bad shops to protect healthy e-commerce environment.Your strong action to protect a decent customer is greatly appreciated.

Regards,