Kiyonna.com

Dear MsConstran,By way of brief introduction, my name is [redacted] and I am one of the owners of Kiyonna Clothing, IncI thought it would be best to start with some background of the complaint at handMy Customer Service Manager, [redacted] , has been working with the individual who filed the complaint (the “Individual”) since early July of (I have enclosed all copies of correspondence we have to this letter.) The Individual contacted our Customer Service Department via online “live chat” regarding a garment that she purported to purchase from a bridal store in New York called “ [redacted] .” The INdividual stated that she purchased a Kiyonna Scrcc.n Sirch Lacc Gown (Black/Tan) from [redacted] on 6/for $450.00, and that one side of the garment was unstitched on one side (in the hem)The Individual then asked if we would exchange said item for herWhen [redacted] asked why the Individual could not just take the item back to [redacted] , she was met with varying responses that sounded less than factual, that the Individual was no longer in New York, the Individual was in a rush and needed the dress by “this weekend” for a wedding, on and on [redacted] offered to have our Production Department take a look at the dress for her and fix it— free of charge, provided that the Individual mailed the garment to us to look atThis is where the Individual balked and said that we should have borne the cost of shipping the item to usThis is where [redacted] kindly explained that: a) we had no relationship whatsoever with [redacted] ; b) that we could not find a [redacted] anywhere in the United States (and the Individual refused to provide us with an address, phone number, or any sort of contact information for said company); c) we had found an “RK Bridal” in Ncw York City, contacted them and were told that they had never carried the Kiyonna brand; and d) we had already gone above and beyond by offering to take a look at the dress and fix it (if it were possible) for freeThe Individual then started making threats filing a Revdex.com claim and “hitting the blog” about how bad our company was, and so on.This is where [redacted] asked me to get involvedI sent the Individual a politely worded email on July 13, (attached), re-explaining everything [redacted] had explained to the Individual previously, and restating our offer of taking a look at the dress to see if it was fixableI never heard back from the Individual until I received your letterI stand by [redacted] decisionWe did not sell the Individual the dress, and the Individual did not give any sort of reasonable explanation as to why the dress could not be returned to the entity she purchased it fromGiven that we could not find any evidence of an “ [redacted] ” existing anywhere in the United States, my hunch is that the Individual purchased the dress from a site such as eBay, and such dress was not “new with tags” but, rather, a used garmentI further believe the receipt she provided (attached) is completely fabricated: a) the Individual stated that she paid $450.00, but the receipt shows $445.00; and b) the Screen Siren Lace Gown is one of Kiyonna's staple dresses and this dress has never sold for more than the current retail price of $So for the Individual to claim she paid $(or was it $445.00?) seems preposterous at best and deceitful at worstFurther, after several rounds with the Individual, the Individual changed her request from trying to fix ahem (a claim she now has changed, stating it is the side of the garment that has come unstitched) to having us replace the garmentAs a matter of policy, we do not offer returns or exchanges for items not purchased directly through us (through either our website, Kiyonna.com, or via a phone order)We sell our garments to many specialty boutiques around the words, through [redacted] , and through [redacted] If we were to accept returns from all of these avenues, we would go out of businessWhenever we are contacted by individualswho have purchased our items from sites other than our own, we always direct them back to the place the transaction originated fromThis-case is no differentThe Individual should have gone back to the mythical (in my opinion) [redacted] , and asked for the garment to fixed or replaced.Our original offer still stands: if the Individual would like to send the dress back to us (ather expense) to look at, we will take a look at the dress and fix it and send it back to her (at our expense)If we cannot fix the dress, we will gladly ship the dress back to her at our expenseWe will not, however, exchange the dress for the Individual as it is against our previously stated return policiesIf the Individual continues to refusc to send the dress back to us, we will consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I want my refund the company mailed me the wrong item
Regards,
*** ***

By way of brief introduction, my name is [redacted] and I am one of the owners of Kiyonna Clothing, Inc. I thought it would be best to start with some background of the complaint at hand. My Customer Service team has been working with the individual who filed the complaint (the “Individual')...

since early November 15, 2016. We contacted the Individual on said date to let her know that the item that she had returned from her order was not a garment produced by Kiyonna Clothing. The garment that the Individual ordered is called the “Delicate Dream Top" and the color she ordered is called “Mint Parfait”. The item can be found on our website, www.kiyonna.com, by searching item #21 160302. My Customer Service team took the time to explain to the Individual that the item was made from a woven fabric not typically used by Kiyonna; had the label cut out of it; and was not in the color of the item the Individual purchased on November 5, 2016. I have attached as Exhibit “A” pictures of the above. #1 in Exhibit “A” shows the item the Individual ordered; #2 and #3 show the item the Individual returned, including a close-up of the label being cut out; and #9 shows an example of how all Kiyonna labels are sewn into every garment produced by Kiyonna. As you will see from the attached correspondence, the Individual refused to back down from her claims that the item that she received was from Kiyonna Clothing. We summarily informed the Individual that we had sent back her item (at our expense) and provided her with a tracking number, at which time the Individual threatened us with a Revdex.com claim (which she had thusly filed).Unfortunately, there is nothing else we can do here unless the Individual returns the Kiyonna garment that was originally sent to her. We have sent the erroneous garment back to the Individual and, unless said individual decides to return the actual Kiyonna garment, we will consider this matter closed.

Dear Ms. Constran,By way of brief introduction, my name is [redacted] and I am one of the owners of Kiyonna Clothing, Inc. I thought it would be best to start with some background of the complaint at hand. My Customer Service Manager, [redacted], has been working with the individual who...

filed the complaint (the “Individual”) since early July of 2016. (I have enclosed all copies of correspondence we have to this letter.) The Individual contacted our Customer Service Department via online “live chat” regarding a garment that she purported to purchase from a bridal store in New York called “[redacted].” The INdividual stated that she purchased a Kiyonna Scrcc.n Sirch Lacc Gown (Black/Tan) from [redacted] on 6/30 for $450.00, and that one side of the garment was unstitched on one side (in the hem). The Individual then asked if we would exchange said item for her. When [redacted] asked why the Individual could not just take the item back to [redacted], she was met with varying responses that sounded less than factual, that the Individual was no longer in New York, the Individual was in a rush and needed the dress by “this weekend” for a wedding, on and on. [redacted] offered to have our Production Department take a look at the dress for her and fix it— free of charge, provided that the Individual mailed the garment to us to look at. This is where the Individual balked and said that we should have borne the cost of shipping the item to us. This is where [redacted] kindly explained that: a) we had no relationship whatsoever with [redacted]; b) that we could not find a [redacted] anywhere in the United States (and the Individual refused to provide us with an address, phone number, or any sort of contact information for said company); c) we had found an “RK Bridal” in Ncw York City, contacted them and were told that they had never carried the Kiyonna brand; and d) we had already gone above and beyond by offering to take a look at the dress and fix it (if it were possible) for free. The Individual then started making threats filing a Revdex.com claim and “hitting the blog” about how bad our company was, and so on.This is where [redacted] asked me to get involved. I sent the Individual a politely worded email on July 13, 2016 (attached), re-explaining everything [redacted] had explained to the Individual previously, and restating our offer of taking a look at the dress to see if it was fixable. I never heard back from the Individual until I received your letter. I stand by [redacted] decision. We did not sell the Individual the dress, and the Individual did not give any sort of reasonable explanation as to why the dress could not be returned to the entity she purchased it from. Given that we could not find any evidence of an “[redacted]” existing anywhere in the United States, my hunch is that the Individual purchased the dress from a site such as eBay, and such dress was not “new with tags” but, rather, a used garment. I further believe the receipt she provided (attached) is completely fabricated: a) the Individual stated that she paid $450.00, but the receipt shows $445.00; and b) the Screen Siren Lace Gown is one of Kiyonna's staple dresses and this dress has never sold for more than the current retail price of $228.00. So for the Individual to claim she paid $450.00 (or was it $445.00?) seems preposterous at best and deceitful at worst. Further, after several rounds with the Individual, the Individual changed her request from trying to fix ahem (a claim she now has changed, stating it is the side of the garment that has come unstitched) to having us replace the garment. As a matter of policy, we do not offer returns or exchanges for items not purchased directly through us (through either our website, Kiyonna.com, or via a phone order). We sell our garments to many specialty boutiques around the words, through [redacted], and through [redacted]. If we were to accept returns from all of these avenues, we would go out of business. Whenever we are contacted by individualswho have purchased our items from sites other than our own, we always direct them back to the place the transaction originated from. This-case is no different. The Individual should have gone back to the mythical (in my opinion) [redacted], and asked for the garment to fixed or replaced.Our original offer still stands: if the Individual would like to send the dress back to us (ather expense) to look at, we will take a look at the dress and fix it and send it back to her (at our expense). If we cannot fix the dress, we will gladly ship the dress back to her at our expense. We will not, however, exchange the dress for the Individual as it is against our previously stated return policies. If the Individual continues to refusc to send the dress back to us, we will consider this matter closed.

Dear [redacted], I have received the rebuttal letter dated December 6, 2016.  Unfortunately, my company’s position has not changed.  We did not send the customer the item she is claiming to have been sent by us. (Once again, the item is from a different manufacturer, and is not in the color or style of the item said customer ordered.) We decline to provide any further remedy to this customer. Sincerely,[redacted]