Lady Golf Sportswear - The Fashion House

Initial Business Response /* (1000, 9, 2015/10/06) */
Dear resolution specialist, thank you for contacting us regarding the referenced complaint on your Revdex.com letterhead dated September 29, 2015 which was delivered to us by U.S. Post on Tuesday October 6, 2015. According to your...

letter of the 29th you state you previously provided our company with a letter of complaint, however, today's letter is the first communication we have received from the Revdex.com regarding this complaint. Please provide a tracking number or delivery confirmation since as of today's date no prior communication by post, courier, phone, email or other media form has ever been received by our company from the Revdex.com which should be a concern to all business.
To address the complaint, we received an order from the customer on Wednesday afternoon September 2, for one pant and 1 pair of socks and processed the order as requested. The delivery method chosen by the customer when the order was placed was for standard ground processing. As per our sales policies confirm, these orders will process and ship in 7 to 10 business days after the order has been received when ordered merchandise is in stock. Our policies further advise if a requested product, size, color, etc. will be backordered we will contact the client by phone or email advising so. As a part of our websites terms of use policies and procedures regarding sales, returns and cancellations, customers must take positive action to check off a radial box confirming they have read, understand and agree to the sites terms of use policies and fully agree to continue. This positive action is recorded as a digital signature confirming the customer agree's to all policies and an image of such is created. If the customer does not agree, they have the right to not place an order. Information regarding our policies can be found on our policies page here. http://www.ladygolf.com/Customer-Service.aspx - In addition, our site policies advise that any orders placed requiring delivery within a specific time, that the buyer contact us prior to placing any online order so we may advise in advance of the anticipated delivery date. If a specific delivery date is required, we are able to easily expedite order processing and delivery.
Our website provides many options for contact including a toll free number which rolls over into 4 different phone numbers, direct number, fax, email, social media messaging through facebook, twitter as well as other options which are constantly manned during regular business hours. We have also confirmed the customer has access to all these mediums of communication.
On Thursday, September 10th our sales ladies contacted the customer with a courtesy call and left a voicemail advising we had received our stock replenishment order from our manufacture which included the extended sized pant and it would be shipping as soon as our warehouse had unpacked the goods and processed the goods for shipping. Shortly after, the customer called the young lady who had left the voicemail advising of the status and was extremely verbally abusive to the point our sales girl was in tears. The customer advised the sales girl to cancel the order because she needed it for an event and it was now too late and had now been 2 weeks since the order was placed. The sales girl advised our standard policy was to send an email of cancellation so the request could be documented by time stamp and there will be no confusion however the customer stated sales policies did not apply to her and demanded cancellation and refund immediately on that day.
On September 13th, 11 calendar days, and 7 business days after the order was placed our shop received an email which we have in our possession from the customer and as of that date, to cancel the order which was honored at the customer's request. On September 14th the customer called and spoke to another sales lady demanding to know when her order will be delivered even though the order had already been cancelled at this time by the customer's request via email earlier in the week. Again the abusive behavior started towards the sales lady and the customer advised policies do not apply to her and demanded immediate refund. The customer was clearly upset, yelling at the clerk and advising she was well connected in government and or politics and would ruin the business and that the sales girl had no idea who she was and what she could do to a business. This call included many threats to harm the shop and the sales girls by the customers actions she vowed to take. On this day our sales lady offered to process a refund while the customer was on the phone but the customer refused to provide a card to complete the transaction yelling that everyone here at the shop was a fraud and just wait to see what happens as she vowed to put the shop out of business and leave the staff without jobs. The customer hung up the phone and our sales girl submitted the order information to make sure the order was processed for cancellation as per our policies and made a report of the incident. The next event in this process was our shop receiving the complaint letter from Revdex.com asking for information. At this time, a refund has been completed and we consider this matter closed.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a refund. This entire response is a joke! I have no idea what conversation they are relating but I never had this one. I would like to know when the refund was applied to my account and what amount. Thanks!
Final Consumer Response /* (2000, 14, 2015/10/22) */
They processed my refund last week - well after the timeframe given in the company's reply to the Revdex.com