2014 1:49 PMTo: drteamSubject: Dispute ID #[redacted] Response
To Whom It May Concern,
I have received the copy of the concern filed about our company and would
like to respond to the complaint filed by Ms. [redacted] (ID #[redacted]).
Ms. [redacted] phoned our store on Tuesday, April 1st, to inquire if she would be
able to return an outfit purchased from us because after her daughter had put
on the outfit she noticed what she considered a defect in the outfit. I did ask
if she had removed the tags and she told me she had. I explained to her that
our return policy, as clearly printed on the bottom of her receipt and as
posted in a frame at our registers (please see attachments #1 #2 & #3),
clearly states that we will gladly refund boutique items in the original
packaging WITH TAG ATTACHED. After listening to her concerns that this was not
a result of wear but that she felt it was defect, I asked her to bring the item
to the store for our review. I told her that if it was clearly a defect, I would,
in fact, refund her money. When she arrived at the store, I was indisposed,
however our Store Manager and Salon Manager not only viewed the garment, but
also held and examined it. Our Store Manager determined that this was not a
manufacturer defect but a snag most likely due to wear. In addition to this,
Ms. [redacted] even admitted that the snag was probably made worse when she washed
the garment. Clearly, this item was not in original form if her daughter had
worn it and she had washed it. At Sweet & Sassy we strive to ensure that
our customers can shop with confidence knowing that we provide quality products
and services at value prices. Instances have arisen in the past in which we
have made a return for customers if we feel there was a problem with the quality
of the item(s) purchased. This was not one of those instances. Our return
policy is clearly stated and, in cases such as this, we feel the need to stand
by it.
Thank you for the opportunity to respond to this complaint. If there is any
further information needed please feel free to respond to this email. In
addition, if there are other methods for communicating our return policy to our
customers that we are not utilizing, we would be open to suggestion.
Thank you and regards,
[redacted]
Owner, Sweet & Sassy - Cypress
From: [redacted] Sent: Wednesday, April 09,...
2014 1:49 PMTo: drteamSubject: Dispute ID #[redacted] Response
To Whom It May Concern,
I have received the copy of the concern filed about our company and would
like to respond to the complaint filed by Ms. [redacted] (ID #[redacted]).
Ms. [redacted] phoned our store on Tuesday, April 1st, to inquire if she would be
able to return an outfit purchased from us because after her daughter had put
on the outfit she noticed what she considered a defect in the outfit. I did ask
if she had removed the tags and she told me she had. I explained to her that
our return policy, as clearly printed on the bottom of her receipt and as
posted in a frame at our registers (please see attachments #1 #2 & #3),
clearly states that we will gladly refund boutique items in the original
packaging WITH TAG ATTACHED. After listening to her concerns that this was not
a result of wear but that she felt it was defect, I asked her to bring the item
to the store for our review. I told her that if it was clearly a defect, I would,
in fact, refund her money. When she arrived at the store, I was indisposed,
however our Store Manager and Salon Manager not only viewed the garment, but
also held and examined it. Our Store Manager determined that this was not a
manufacturer defect but a snag most likely due to wear. In addition to this,
Ms. [redacted] even admitted that the snag was probably made worse when she washed
the garment. Clearly, this item was not in original form if her daughter had
worn it and she had washed it. At Sweet & Sassy we strive to ensure that
our customers can shop with confidence knowing that we provide quality products
and services at value prices. Instances have arisen in the past in which we
have made a return for customers if we feel there was a problem with the quality
of the item(s) purchased. This was not one of those instances. Our return
policy is clearly stated and, in cases such as this, we feel the need to stand
by it.
Thank you for the opportunity to respond to this complaint. If there is any
further information needed please feel free to respond to this email. In
addition, if there are other methods for communicating our return policy to our
customers that we are not utilizing, we would be open to suggestion.
Thank you and regards,
[redacted]
Owner, Sweet & Sassy - Cypress