little lords and ladies

May 1, Thank you for reaching out to us in writingwe receive literally dozens of emails allegedly from the Revdex.com and to date they have all been spam or phishing attacksAt first, I thought the letter was another sophisticated "advertisement" or such, but after contacting you directly for its validity I am very appreciative of the opportunity to respond.We have researched the incident and partially agree with the customer's assessment: mouse droppings were indeed found in the bassinet, but the source of the contamination was not from our storeAs we are a Consignment Store dealing with primarily gently used kids clothing, we have a strict policy of laundering and cleanliness not found in most thrift-type stores as we are along-standing member of ***.org with higher standardsClearly for this customer our inspection process was not adequate to locate the contaminant, and we should have prevented the incoming bassinet from being dropped off (which is followed by a pricing and stocking process on the floor)This week on April 28th, 2014, we have completed an extensive search of the store and have found no evidence of mouse droppings, or mouse damage, of any sortIt is unfortunate that the customer purchased (and subsequently returned) the bassinet on June 19, but waited until April to report this to the Revdex.com as we could have further addressed the concern thenWe do, however, have occasional ants and seasonal stink bugs that we take steps to exterminateBeing in the middle suit of a tenant building, we also asked if any neighbors had mouse or other vermin issues and none reported soTo put this in context, we have sold over bassinet, pack-n-plays, or equivalent just since this customer last shopped in our store, and over 16,moms have purchased items during that time as wellNone have reported any incidents of mouse contaminants or other vermin- related issuesAnd we have sold well over of said items in our year history in business, with this complaint being the first issueFrom our perspective, this is merely an isolated failure of our incoming inspection team not peering into enough "corners" and checking all possible nooks/crannies with gently used equipmentIn reality, it is physically impossible to do 100% inspections on all of the 60,000+ items we process annually, but agree with the customer whole-heartedly that this escape should not have occurredWe will address the issue in 5-fold:The customer already returned the item the day she purchased it on 6/19/(see attached sales slip) per our 7-day return policyShe also spoke with our staff and informed them of the bassinet contaminationI was not able to confirm whether the store's mouse dropping issue was mentioned (the staff member just doesn't remember the conversation in detail from months ago), but we will decline from a vermin extermination maintenance contract at this time with no evidence of infestationWe are also growing/moving to a larger location in Chantilly this summer, but we will look for evidence of issues of all kinds prior to moving inWe have completed a thorough inspection of our current store and found numerous dust bunnies, but little elseWe will send the customer a $gift card she can use or donate for her inconvenienceWe have updated our training regimen to emphasize critical/mandatory inspection points for larger equipment, although as evidenced by our incredibly positive online reviews at ***.com, [redacted] +, and other web sites I am confident we catch 99.9% of issues at the Drop Off phase long before purchasers ever see themAnd we have our 7-day return policy for the remaining 0.1%Being a consignment store of gently used items, we do have to rely somewhat on the integrity and honesty of the clients who are bartering their wares through our store and work earnestly to prevent catch abusersAlthough the customer did not request this, we have changed our incoming inspection policy to"customer must build it" before we sell it due to another issue where a customer dropped off a "new' pack-n-play still in its box only to find out that the equipment was indeed used and uncleanWe returned the contaminated bassinet back to the original owner in June, and politely notified them that they possibly have a rodent issueThanks again for the opportunity to respond to the issueWe hope the customer comes to visit us again in our new location (see our website LittleLordsAndLadies.com for details) and hold us accountable to the things I have stated aboveWe are but a small "Ma and Pa" store, so our business is highly dependent upon loyal (and satisfied) customers!Regards,

May 1, 2014
Thank you for reaching out to us in writing... we receive literally dozens of emails allegedly from the Revdex.com and to date they have all been spam or phishing attacks. At first, I thought the letter was another sophisticated "advertisement" or such, but after contacting you...

directly for its validity I am very appreciative of the opportunity to respond.We have researched the incident and partially agree with the customer's assessment: mouse droppings were indeed found in the bassinet, but the source of the contamination was not from our store. As we are a Consignment Store dealing with primarily gently used kids clothing, we have a strict policy of laundering and cleanliness not found in most thrift-type stores as we are along-standing member of [redacted].org with higher standards. Clearly for this customer our inspection process was not adequate to locate the contaminant, and we should have prevented the incoming bassinet from being dropped off (which is followed by a pricing and stocking process on the floor).
This week on April 28th, 2014, we have completed an extensive search of the store and have found no evidence of mouse droppings, or mouse damage, of any sort. It is unfortunate that the customer purchased (and subsequently returned) the bassinet on June 19, 2013 but waited until April 2014 to report this to the Revdex.com as we could have further addressed the concern then. We do, however, have occasional ants and seasonal stink bugs that we take steps to exterminate. Being in the middle suit of a 6 tenant building, we also asked if any neighbors had mouse or other vermin issues and none reported so.
To put this in context, we have sold over 60 bassinet, pack-n-plays, or equivalent just since this customer last shopped in our store, and over 16,000 moms have purchased items during that time as well. None have reported any incidents of mouse contaminants or other vermin- related issues. And we have sold well over 400 of said items in our 6 year history in business, with this complaint being the first issue.
From our perspective, this is merely an isolated failure of our incoming inspection team not peering into enough "corners" and checking all possible nooks/crannies with gently used equipment. In reality, it is physically impossible to do 100% inspections on all of the 60,000+ items we process annually, but agree with the customer whole-heartedly that this escape should not have occurred.
We will address the issue in 5-fold:1. The customer already returned the item the day she purchased it on 6/19/2103 (see attached sales slip) per our 7-day return policy. She also spoke with our staff and informed them of the bassinet contamination. I was not able to confirm whether the store's mouse dropping issue was mentioned (the staff member just doesn't remember the conversation in detail from 10 months ago), but we will decline from a vermin extermination maintenance contract at this time with no evidence of infestation. We are also growing/moving to a larger location in Chantilly this summer, but we will look for evidence of issues of all kinds prior to moving in. We have completed a thorough inspection of our current store and found numerous dust bunnies, but little else.
2. We will send the customer a $25 gift card she can use or donate for her inconvenience.
3. We have updated our training regimen to emphasize critical/mandatory inspection points for larger equipment, although as evidenced by our incredibly positive online reviews at [redacted].com, [redacted]+, and other web sites I am confident we catch 99.9% of issues at the Drop Off phase long before purchasers ever see them. And we have our 7-day return policy for the remaining 0.1%. Being a consignment store of gently used items, we do have to rely somewhat on the integrity and honesty of the clients who are bartering their wares through our store and work earnestly to prevent catch abusers.
4. Although the customer did not request this, we have changed our incoming inspection policy to"customer must build it" before we sell it due to another issue where a customer dropped off a "new' pack-n-play still in its box only to find out that the equipment was indeed used and unclean.
5. We returned the contaminated bassinet back to the original owner in June, 2013 and politely notified them that they possibly have a rodent issue.
Thanks again for the opportunity to respond to the issue. We hope the customer comes to visit us again in our new location (see our website LittleLordsAndLadies.com for details) and hold us accountable to the things I have stated above. We are but a small "Ma and Pa" store, so our business is highly dependent upon loyal (and satisfied) customers!Regards,

Review: When purchasing a bassinet a couple of weeks ago, I started to clean it out when discovering mice dropping all over the bassinet. I went back to Little Lords and Ladies to let then know these products are for babies and they need to be fully inspected before selling. I then walked around the store and found mice droppings around the corners of the store.Desired Settlement: Rodent extermination and deep cleaning.

Business

Response:

May 1, 2014Thank you for reaching out to us in writing... we receive literally dozens of emails allegedly from the Revdex.com and to date they have all been spam or phishing attacks. At first, I thought the letter was another sophisticated "advertisement" or such, but after contacting you directly for its validity I am very appreciative of the opportunity to respond.We have researched the incident and partially agree with the customer's assessment: mouse droppings were indeed found in the bassinet, but the source of the contamination was not from our store. As we are a Consignment Store dealing with primarily gently used kids clothing, we have a strict policy of laundering and cleanliness not found in most thrift-type stores as we are along-standing member of [redacted].org with higher standards. Clearly for this customer our inspection process was not adequate to locate the contaminant, and we should have prevented the incoming bassinet from being dropped off (which is followed by a pricing and stocking process on the floor).This week on April 28th, 2014, we have completed an extensive search of the store and have found no evidence of mouse droppings, or mouse damage, of any sort. It is unfortunate that the customer purchased (and subsequently returned) the bassinet on June 19, 2013 but waited until April 2014 to report this to the Revdex.com as we could have further addressed the concern then. We do, however, have occasional ants and seasonal stink bugs that we take steps to exterminate. Being in the middle suit of a 6 tenant building, we also asked if any neighbors had mouse or other vermin issues and none reported so.To put this in context, we have sold over 60 bassinet, pack-n-plays, or equivalent just since this customer last shopped in our store, and over 16,000 moms have purchased items during that time as well. None have reported any incidents of mouse contaminants or other vermin- related issues. And we have sold well over 400 of said items in our 6 year history in business, with this complaint being the first issue.From our perspective, this is merely an isolated failure of our incoming inspection team not peering into enough "corners" and checking all possible nooks/crannies with gently used equipment. In reality, it is physically impossible to do 100% inspections on all of the 60,000+ items we process annually, but agree with the customer whole-heartedly that this escape should not have occurred.We will address the issue in 5-fold:1. The customer already returned the item the day she purchased it on 6/19/2103 (see attached sales slip) per our 7-day return policy. She also spoke with our staff and informed them of the bassinet contamination. I was not able to confirm whether the store's mouse dropping issue was mentioned (the staff member just doesn't remember the conversation in detail from 10 months ago), but we will decline from a vermin extermination maintenance contract at this time with no evidence of infestation. We are also growing/moving to a larger location in Chantilly this summer, but we will look for evidence of issues of all kinds prior to moving in. We have completed a thorough inspection of our current store and found numerous dust bunnies, but little else.2. We will send the customer a $25 gift card she can use or donate for her inconvenience.3. We have updated our training regimen to emphasize critical/mandatory inspection points for larger equipment, although as evidenced by our incredibly positive online reviews at [redacted].com, [redacted]+, and other web sites I am confident we catch 99.9% of issues at the Drop Off phase long before purchasers ever see them. And we have our 7-day return policy for the remaining 0.1%. Being a consignment store of gently used items, we do have to rely somewhat on the integrity and honesty of the clients who are bartering their wares through our store and work earnestly to prevent catch abusers.4. Although the customer did not request this, we have changed our incoming inspection policy to"customer must build it" before we sell it due to another issue where a customer dropped off a "new' pack-n-play still in its box only to find out that the equipment was indeed used and unclean.5. We returned the contaminated bassinet back to the original owner in June, 2013 and politely notified them that they possibly have a rodent issue.Thanks again for the opportunity to respond to the issue. We hope the customer comes to visit us again in our new location (see our website LittleLordsAndLadies.com for details) and hold us accountable to the things I have stated above. We are but a small "Ma and Pa" store, so our business is highly dependent upon loyal (and satisfied) customers!Regards,