Junktiques Collective

Revdex.com:Just received a shipping conformation for my order about one hour after filing this complaint I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

We apologize for the prolonged processing time for this orderWe were aware of the delay occurred in this customer's case and and we did everything possible to speed up the processing cycleThis order has been shipped today, and we sent the tracking number to the customer

The customer placed the order on May **, but the payment was settled on May **. Our policy for processing and shipping is clearly stated on the website and in the confirmation e-mail we always send to clients - up to 5 business days for processing and up to 4 business days for shipping that adds to... the processing time. The customer’s claim that she saw a message saying that the package would be delivered by Jun [redacted] is unsubstantiated, as we don’t send such a messages. The client may have misread or misinterpreted the information sent to her. We can attach a screen shot of a client account and the message visible upon completion of the order if necessary. At the time the customer filed this complaint, we were well within the normal 5 business days processing frame for this customer’s particular order. Prior to this, the customer had exchanged dozens of messages with one of our customer support agents and all of her messages were replied to within the 24 hours time frame, and in accordance to our policy – giving our customers polite replies and correct information to the best of our ability and knowledge. The social media messages the customer left were very aggressive and rude and not representative for our ce and quality of products. They reflected only her own case (which again was not substantiated, the order was not late or in any way not in accordance to our site policy) but were written as if the customer had a general experience to share, and were filled with damaging calls to action, words and phrases meant to discredit the brand (like: "scam" “worthless customer care agents” “you have stolen from all of the innocent customers” “they will take your money and not send you your extensions” “their morals are non-existent” to quote just a few). The customer left the same lengthy and aggressive messages tens of times on every social media channel we have, even after her e-mails were answered. The hints about us taking advantage of other customers are completely biased. We always treat all of our customers with courtesy and respect, reply to their messages and solve their claims as well as possible depending on each individual case. In the rare instances a package is sent to the wrong address, we immediately refund the customer or send them a new package. This does not occur very often, because there is an automated system in place - all packages are shipped to the address filled in by the customer upon placing the order. There is no way for an order to be shipped to another address unless the carrier makes a mistake. Sometimes customers ask for a change of address and we happily oblige as long as the order was not already shipped and it’s too late for that. This customer’s order was already shipped in the time frame we’re advertising on the site. The order was placed on May **, but the payment was settled on May **, which is when the order began being processed. We cannot begin processing before the payment is settled. May **, May **, June *, June *, and June [redacted] - these are the 5 business days. The order was shipped June *, immediately after the end of the processing period. We also upgraded one of the sets to our premium line Royal Remy, but the aggressive emails continued since the customer is not happy about the fact that both sets weren’t upgraded.

It's standard procedure to charge a customer when the order is placed with the shipping taking place subsequently. In this case, as the order was delayed due to issues outside of our control, the customer has been refunded promptly, within 24 hours from requesting the cancellation of the... order. We sincerely regret the delay in finalizing the order and the inconvenience caused by this. We value all our customers and will make every effort in the future to avoid similar delays.

We are very sorry about this unpleasant experienceWe've had some technical issues at our warehouse during this time, and because of these, we have resent the same order by mistakeWe have taken responsibility for this matter in our communications with the customer and a full refund was issued

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 and the matter has been resolved.Sincerely, [redacted] ***

We have indeed exchanged several messages with this customer and reviewed her particular case internallyEven though the hair extensions had clearly been used, since we always stand by what we advertise with regards to the quality of our products, we decided we would exchange her set for a new one The last communication we have with this customer dates back on September **, when she said she would return the set to usThere is no other message from her in our Inbox, or on our chat pageWe simply did not know exactly when she sent it back or that she used a fast delivery optionHad we known that, we would have asked the customer for the tracking number on the returned packageWe are not sure why there is no message from September [redacted] or September **, as the customer claims, especially since we had previously exchanged more than a dozen messages with herMoreover, we have not received her returned package at our offices, although we continue to receive mail every dayAt this point, we were simply waiting for the customer's package, in order to send her a new setWe are sorry if the customer was left with the impression that we were ignoring her messages - that has never been our intentionWe are willing to issue this customer a full refund, but we would like to ask that she send us a new message at [redacted] , with information regarding her returned package, so that we may find its whereabouts

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 and the matter has been resolved Sincerely, [redacted]

After agreeing with the customer a substitute product, the change has been processed within business day followed by the shipping of the order from our warehouse on 10/*/Due to an unforeseen shipping error, the tracking information did not update on the carrier's website and the package has been returned to us a few days laterWe have offered the customer the option to resend the agreed order but a refund was preferredThe refund has been issued in full and successfully Our intentions have always been to deliver the order successfully and we apologize for the situation

We take full responsibility for an uncharacteristically slow communication with this customerThe delays were caused by technical and logistical difficulties that coincided with the period this order was placed and processedThe package was delivered and has reached the client eventually, and, quite understandably, the customer wants to return it to get a full refundThe customer emailed us requesting the details on how one’s order can be returned and we emailed back with all the steps to return this package free of chargeOnce it gets back to us, we will be pleased to make the refund We are sorry for the entire situation and we trust the matter will be fully settled very soon

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , I received an e-mail from the company the day after I made the complaint, of course The product was received in the mail today Not too much to my satisfactory, but I did receive I am ready to close the complaint Sincerely, [redacted]

We have exchanged numerous emails with the customer offering updates during the processWe have run out of stock unexpectedly but the item was produced as quickly as possible at the factory and was shipped promptly to avoid making the customer wait longer than necessarySince then the order has been delivered and the customer has confirmed receiptThe delivery was slightly delayed as the customer was not present to sign for the package but otherwise we would have been able to meet the 8-business day timeframe that we mention on our website (including processing and shipping time for domestic orders)

We're very sorry about the delayed communication with this customerWe have only received one message from this customer, on Jan **, but it was unfortunately delivered to our spam folderOnce a returned package is delivered to us, it normally takes 10-business days for it to be
processed and resolvedAt this point, we have concluded that the product was returned in accordance with our policy and we have issued a full refund for the customer

We have done our best to keep the customer informed and we have explained that the order was late by a few days due to a shortage of stockThis has been resolved and the order has been shipped and it has been delivered as well, as confirmed by the customerUnfortunately, sometimes it's difficult
to give an exact shipping date but we work with the factory to speed up the process and minimize the waiting time as much as possible

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 and the matter has been resolved
Sincerely,
*** ***

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 and the matter has been resolved
Sincerely,
*** ***

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 and the matter has been resolved
Sincerely,
*** ***

We reiterate the fact that, even though, as per our factory records, we have shipped both items, since the customer says she only received one, we have issued a refund for the unshipped itemThe refund has been made to the customer's credit card on January **We will refund the customer for the second item as well (and thus fully refund the order) as soon as she returns it to us, by using the free shipping label provided

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 and the matter has been resolved
Sincerely,
*** ***

We understand the concerns voiced by the customer and after seeing this complaint we have contacted her and investigated the situation in detailThe emails sent were not found in our system as we always respond to all emails received as promptly as possible but we have discussed with the customer
and we are keeping in contact with her regarding her orderThe product will be shipped soon!