Hi Revdex.com, Please see attached correspondence showing my request to [redacted] (manufacturer of chair / pillow in question) to replace the pillow for the customer and [redacted] s rejection of this request Additionally, I have repeatedly offered a partial refund/credit to this customer (as [redacted] suggested in the correspondence attached) yet the customer has never acknowledged this It sounds like the customer was able to work with [redacted] directly to get this resolved and that is great to hear The customer's order for a [redacted] Changing Trunck was cancelled and confirmed on 2/10/ Thank you and please let me know if you need additional information Kind regards, [redacted] Lolli Bean's [redacted]
I think the customer misunderstood our offer We are offering a partial credit back to her credit card (refund) , not a store credit As I have not been able to work it out with [redacted] to have a full down pillow made, I thought perhaps the customer could use the credit (refund) to have a pillow tailored to fit her needs Thank you, ***
The customer used a promotional discount code to complete her purchase and saved 15% on her order As illustrated in the text that the customer provided to you (and clearly stated on our website), the free gift card cannot be combined with other promotions Further more, there is text on our website that shows up throughout the checkout process and states "gift card will not be issued if a promo code is applied at checkout"see below copied from our website A FREE $Gift Card has been added to your cart!Gift card will not be issued if a promo code is applied at checkoutCall [redacted] to discuss the best option for your orderThe purpose of the gift card offer is to give our customers a way to save (in the form of a gift card or "rebate") on brands that do not allow us to offer direct discounts on their products I went ahead and issued a refund in the amount of $in effort to compensate this customer for her frustration in not being able to get in touch with someone to help her sort this out in a timely fashion Please let me know if there is anything else I can do Kind regards,***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below On the issue of the replacement pillow, it appears that Lollibeans did not really make an attempt to have the pillow replaced After a month of me emailing them and calling them, their response had been that [redacted] cannot replace the pillow However, I have been working directly with [redacted] last week, and they have been more than happy to replace the pillow Moreover, [redacted] indicated that they had problems reaching out to Lollibeans and wasn't receiving all of the information they needed from LollibeansAlthough I ultimately will be receiving a replacement pillow from [redacted] , I still feel that the business failed to handle this manner in a satisfactory manner because they were unable to resolve the issue, but rather I had to take matters into my own hands and waste hours of my time while taking care of a newborn baby.Furthermore, I still have not heard any update on the [redacted] changing trunk -- was it cancelled per my request that I made weeks ago? As I mentioned before, for the entire month of January, I had been sending emails to Lollibeans to follow up with the cancellationSimilar their approach regarding the [redacted] chair, Lollibeans claimed that it works well with [redacted] -- [redacted] told me that she had weekly calls with *** This was the primary reason why I purchased my items with Lollibeans rather than directly with [redacted] or [redacted] -- I thought that Lollibeans would be able to help me resolve any issues I had with products Although this issue was from awhile ago, I had also purchased a [redacted] crib in the fall -- when I tried to assemble the crib, I noticed that there were some parts that didn't really come together I had emailed [redacted] and she said that she would contact [redacted] -- I never did hear back from her It was actually faster for my father in law to do some creative modifications to make the crib work Regards, [redacted]
Unfortunately, the only type of pillow that [redacted] makes for this chair is the one that was shipped with it (the same pillow pictured on our website and [redacted] 's website that the customer would have seen when placing her order) Again, the "special down fill" in the written description on both Lolli Bean's website and [redacted] 's website is referring to the down lining inside the pillow We stand behind [redacted] products and have not had any other customer complaints about this chair and/or the pillow included As our website states, we have a no returns policy on custom made to order furniture (as does the manufacturer) I will gladly issue a partial refund to the customer as some compensation for her dissatisfaction Please let me know if I should proceed with a partial refund Thank you Kind regards, ***
Hi Revdex.com, Please see attached correspondence showing my request to [redacted] (manufacturer of chair / pillow in question) to replace the pillow for the customer and [redacted] s rejection of this request Additionally, I have repeatedly offered a partial refund/credit to this customer (as [redacted] suggested in the correspondence attached) yet the customer has never acknowledged this It sounds like the customer was able to work with [redacted] directly to get this resolved and that is great to hear The customer's order for a [redacted] Changing Trunck was cancelled and confirmed on 2/10/ Thank you and please let me know if you need additional information Kind regards, [redacted] Lolli Bean's [redacted]
I think the customer misunderstood our offer We are offering a partial credit back to her credit card (refund) , not a store credit As I have not been able to work it out with [redacted] to have a full down pillow made, I thought perhaps the customer could use the credit (refund) to have a pillow tailored to fit her needs Thank you, ***
The customer used a promotional discount code to complete her purchase and saved 15% on her order As illustrated in the text that the customer provided to you (and clearly stated on our website), the free gift card cannot be combined with other promotions Further more, there is text on our website that shows up throughout the checkout process and states "gift card will not be issued if a promo code is applied at checkout"see below copied from our website A FREE $Gift Card has been added to your cart!Gift card will not be issued if a promo code is applied at checkoutCall [redacted] to discuss the best option for your orderThe purpose of the gift card offer is to give our customers a way to save (in the form of a gift card or "rebate") on brands that do not allow us to offer direct discounts on their products I went ahead and issued a refund in the amount of $in effort to compensate this customer for her frustration in not being able to get in touch with someone to help her sort this out in a timely fashion Please let me know if there is anything else I can do Kind regards,***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below On the issue of the replacement pillow, it appears that Lollibeans did not really make an attempt to have the pillow replaced After a month of me emailing them and calling them, their response had been that [redacted] cannot replace the pillow However, I have been working directly with [redacted] last week, and they have been more than happy to replace the pillow Moreover, [redacted] indicated that they had problems reaching out to Lollibeans and wasn't receiving all of the information they needed from LollibeansAlthough I ultimately will be receiving a replacement pillow from [redacted] , I still feel that the business failed to handle this manner in a satisfactory manner because they were unable to resolve the issue, but rather I had to take matters into my own hands and waste hours of my time while taking care of a newborn baby.Furthermore, I still have not heard any update on the [redacted] changing trunk -- was it cancelled per my request that I made weeks ago? As I mentioned before, for the entire month of January, I had been sending emails to Lollibeans to follow up with the cancellationSimilar their approach regarding the [redacted] chair, Lollibeans claimed that it works well with [redacted] -- [redacted] told me that she had weekly calls with *** This was the primary reason why I purchased my items with Lollibeans rather than directly with [redacted] or [redacted] -- I thought that Lollibeans would be able to help me resolve any issues I had with products Although this issue was from awhile ago, I had also purchased a [redacted] crib in the fall -- when I tried to assemble the crib, I noticed that there were some parts that didn't really come together I had emailed [redacted] and she said that she would contact [redacted] -- I never did hear back from her It was actually faster for my father in law to do some creative modifications to make the crib work Regards, [redacted]
Unfortunately, the only type of pillow that [redacted] makes for this chair is the one that was shipped with it (the same pillow pictured on our website and [redacted] 's website that the customer would have seen when placing her order) Again, the "special down fill" in the written description on both Lolli Bean's website and [redacted] 's website is referring to the down lining inside the pillow We stand behind [redacted] products and have not had any other customer complaints about this chair and/or the pillow included As our website states, we have a no returns policy on custom made to order furniture (as does the manufacturer) I will gladly issue a partial refund to the customer as some compensation for her dissatisfaction Please let me know if I should proceed with a partial refund Thank you Kind regards, ***