Hello, On *** a customer by the name of *** *** placed an order on ***We did received an order confirmation form our website confirming the order; however, once we received the order confirmation our payment processor flagged the orderThe order was flagged because
the payment processor could not verify the address information Because of this reason we canceled the order and voided the customer’s credit card transactionWe emailed the customer(*** ***) the reason why we would not accept his orderFor customers protection as well as ours, we have put in place new security rules and regulations for placing orders on ***One of those rules is Address Verification Services (AVS)If our bank cannot verify a customers information, we will no longer accept their ordersWe ask those customers to please place their order again using a credit card that supports address verification *** *** said he did not agree with our bank and would not accept our reason why his order was canceledHe then proceeded to say we rejected his order and was being discriminated against because he was ***I assured him that was not the caseWhen an orders is placed online we have no idea who is placing the order, and in this case, the order was rejected solely because of address verificationThe charge to the credit card has already been cancelled for this order, and there is no further action we need to take at this timeIf they would like to place another order with a different card or supplying different information, we can process the transaction if it meets our credit card processing rules Sincerely, *** *** CUSTOMER CARE Toll Free *** (***)
As stated the customer did place an [redacted] with Laura Mercier Cosmetics. Unfortunately, the [redacted] [redacted] eye color did not ship with her order. The customer did contact us to make us aware of the missing product. We apologized to the customer and told...
her would ship the missing items out to her immediately, but that particular shade of the [redacted] was now out of stock. We notified the customer we could either send a different shade or process a refund. The customer did not want a refund nor a different color. At that point we told the customer we would have to refund her money. The customer was issued a refund for the [redacted] [redacted] eye color on 1/12/17. We made the customer aware we had issued her a refund. The customer saw the [redacted] [redacted] eye color in stock at a retail location and requested that we give her a voucher or have the retailer give her 20 percent off the [redacted] [redacted] eye color. This is a request we are unable to fill because this 20 percent promotion was for in stock products and for [redacted]s only (which was stated in the original email the customer received). Other retailers or not affiliated with our transaction, promotions, returns or exchanges as we are not with theirs therefore, we cannot make a retailer honor one of our promotions. For your reference I have attached a copies of the promotion. Because of the inconvenience we have caused the customer we have shipped the customer an [redacted] [redacted] eye color free of charge. She should receive the order in 4 to 7 business days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. If what she sad was true. The two custom service people gave wrong solutions since they asked me to use the same card & same address and said it would be accepted this time. That's just very weird and suspicious. Anyways, I will def not purchase anything from them and will tell all the people who I know not to because they have very lousy custom services.
Regards,
Hello, On *** a customer by the name of *** *** placed an order on ***We did received an order confirmation form our website confirming the order; however, once we received the order confirmation our payment processor flagged the orderThe order was flagged because
the payment processor could not verify the address information Because of this reason we canceled the order and voided the customer’s credit card transactionWe emailed the customer(*** ***) the reason why we would not accept his orderFor customers protection as well as ours, we have put in place new security rules and regulations for placing orders on ***One of those rules is Address Verification Services (AVS)If our bank cannot verify a customers information, we will no longer accept their ordersWe ask those customers to please place their order again using a credit card that supports address verification *** *** said he did not agree with our bank and would not accept our reason why his order was canceledHe then proceeded to say we rejected his order and was being discriminated against because he was ***I assured him that was not the caseWhen an orders is placed online we have no idea who is placing the order, and in this case, the order was rejected solely because of address verificationThe charge to the credit card has already been cancelled for this order, and there is no further action we need to take at this timeIf they would like to place another order with a different card or supplying different information, we can process the transaction if it meets our credit card processing rules Sincerely, *** *** CUSTOMER CARE Toll Free *** (***)
As stated the customer did place an [redacted] with Laura Mercier Cosmetics. Unfortunately, the [redacted] [redacted] eye color did not ship with her order. The customer did contact us to make us aware of the missing product. We apologized to the customer and told...
her would ship the missing items out to her immediately, but that particular shade of the [redacted] was now out of stock. We notified the customer we could either send a different shade or process a refund. The customer did not want a refund nor a different color. At that point we told the customer we would have to refund her money. The customer was issued a refund for the [redacted] [redacted] eye color on 1/12/17. We made the customer aware we had issued her a refund. The customer saw the [redacted] [redacted] eye color in stock at a retail location and requested that we give her a voucher or have the retailer give her 20 percent off the [redacted] [redacted] eye color. This is a request we are unable to fill because this 20 percent promotion was for in stock products and for [redacted]s only (which was stated in the original email the customer received). Other retailers or not affiliated with our transaction, promotions, returns or exchanges as we are not with theirs therefore, we cannot make a retailer honor one of our promotions. For your reference I have attached a copies of the promotion. Because of the inconvenience we have caused the customer we have shipped the customer an [redacted] [redacted] eye color free of charge. She should receive the order in 4 to 7 business days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. If what she sad was true. The two custom service people gave wrong solutions since they asked me to use the same card & same address and said it would be accepted this time. That's just very weird and suspicious. Anyways, I will def not purchase anything from them and will tell all the people who I know not to because they have very lousy custom services.
Regards,