Love Stone Reviews (%countItem)
Love Stone Rating
Address: PO Box 454, Nederland, Colorado, United States, 80466-0454
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I ordered an undrilled jade egg. They sent me a link to an informational video with instructions as to how to use the egg. During the video, they stated that if you are a beginner, you must use the drilled egg first. I contacted the company via email and asked to change my order to a drilled egg. They told me that the original order had already been shipped. They told me I could return it and receive a refund as long as the sticker on the box had not been ripped, indicating that the box had not been opened. I received the item, did not open it, and shipped it back to their P.O. Box. After waiting several days, I contacted them via email and asked when I could expect a refund. They responded back to me, stating that I could not receive a refund because the sticker had been tampered with and the box had been opened. I replied, stating that I had not opened the box, and that if it truly had been tampered with, that it must have occurred during shipment. I also stated that if I did not receive a refund, I would file a complaint with the Revdex.com and leave bad reviews on their website. I received a reply stating that she (customer service) would be contacting the owner about the situation. While waiting to hear back from them, I tracked the package on the United States Postal Service website, which showed that the package had been delivered to their P.O. Box and was available for pick up. I then emailed customer service again, suggesting that she also inform the owner that the item was still sitting in their P.O. Box waiting to be picked up. Today I received an email from the owner, apologizing for my “negative experience during the return process”. She explained the reason why they can’t give refunds for opened boxes, which I found interesting, given the fact that they never actually picked up the item from the post office. She then proceeded to try to sell me another egg, telling me that they are currently on sale. I told her I just want my money refunded.
After reading the complaint it appears that there was a misunderstanding between our customer support representative and Ms. ***.
1. Initially this customer messaged us stating they wanted to cancel their order and place a new order for a different product. At this time the product had already been shipped.
2. We have a no returns or exchanges policy due to the nature of the product. This is a standard policy for these types of products and is stated in our terms and conditions on the website which every customer must sign before placing an order.
In this case, however, we offered the customer to exchange the shipped product for the different desired one under the condition that it was shipped back to our company in the original unopened box, since we cannot restock the product if the box has been opened.
The boxes are sealed with the tamper proof seals. When we received the box the security seal on the box was broken. Therefore we informed the customer we are unable to issue a refund and can send the original product back to them.
3. The customer was not satisfied with our reply when we offered to send the product back to them.
I wanted to be nice and since we could not restock the product in the opened box, I offered to send her the product she wanted (drilled jade egg) AND the returned product (undrilled jade egg) at no additional charge. I was trying to be accommodating and offered to send her both products at no charge to her (above what she originally paid) AND to also refund her part of the payment she already made to match our current sale prices.
I gave the customer an option to get a full refund as well.
In a nutshell, the options I gave the customer were 1) To refund part of their payment AND send them 2 products - the one they returned and the one they wanted in exchange. 2. To issue a full refund.
This email exchange with the customer was happening during the Thanksgiving holiday weekend and the customer was insisting this to be settled by Monday, which was creating an additional challenge.
I believe that the customer misunderstood my message because on Monday we received another email from the customer sounding agitated and in all capital letters asking for a refund. We issued a full refund to the customer on Monday - prior to receiving notice from Revdex.com on Tuesday about the filed complaint.
4. From the review it appears that the customer was under the impression that we never actually picked up the returned package from the PO box. I am assuming it is because the last update for the package on USPS website says "available for pick up at the PO box." USPS, however, does not track beyond delivery to the PO box. We did indeed pick up this package from the company PO box, but the customer may have assumed that we did not as there was no update to the tracking.
We truly believe in our products and their ability to create a tremendous positive change in women's lives. We value our customers and strive to resolve every issue that arises. We sincerely tried to work this out and accommodate the customer, but unfortunately there was some misunderstanding that prevented a peaceful resolution.
Please see the record of email communication and the proof of refund attached.
Sincerely, Anna