Review: [redacted] is my order number, and I ordered over $600 worth of clothing for my daughter from [redacted] when the box arrived it was wet and had black mud/grease/ink smeared all over it, I had to clean the box and even noticed some of it had stained the clothes, I contacted lulus and told them about it and they replied "not to worry they will process my return"so I sent the entire order back to lulus for a refund, well a couple days later I get rude emails saying that they cant accept my return becuase there were stains on the clothes, I told them yes I know and that is why I originally emailed them...and even reminded them that in the email to me they said not to worry about it and they will process my return...this company is trying to scam me and I am not happy about it. they treat there customers horrible and lie...they owe me a FULL REFUNDDesired Settlement: and full refund
Business
Response:
The customer initated the return of her items. After her items were received back to our warehouse in the original box with a new label on top of our original label, she emailed in saying she received her items covered in grease and the box covered in grease. She also stated she had items missing from her order. We were not notified of her items being damaged or missing until she had already processed her return and was notified she would not be receiving a refund and her items would be returned to her. Upon inspection, the box was clean showing no signs of grease; however, the items inside the box showed staining completely inconsistent with what she reported. Clothing was received back with stains consistent with wear including makeup, food stains, and bodily fluid stains. Our returns team photographed all her returns including the box. We then informed her because of the stains we did receive that it appeared the items had been worn and not damaged in transit as she originally had claimed. Once we informed her that we had taken photographs of the return, she claimed she had cleaned the grease off of the cardboard box prior to returning it to us. Since she did not inform us in advance of the damage or missing items, we were unable to file a claim with UPS to substantiate her claims. We did refund a few of the less damaged items received and attempted to satisfy her. We repeatedly asked her to call in so we could verify her information, but she refused and began bombarding our customer service agents with emails demanding a refund for items she did not return to us. We did refund her for an item from a separate order that she also claimed was missing. After several weeks of back and forth, she filed a chargeback against us for items that she returned to us worn without notifying us of the state of her return. Due to the fact that she did not follow the proper return procedure and sent us back dirty, worn clothing inconsistent with her report of damaged in transit, we did refund for everything we could and returned all her other items back to her, we would like her claim to be removed. We also can provide photos of her return for reference if needed.
Consumer
Response:
I am rejecting this response because: I am deaf and hearing impaired that is why I "bombarded" themwith emails! lulus sent me dirty clothes! they had stains! I notified themof this the day I got the package and they said "no problemwe will refund you" now they are fighting me and they even BLOCKED my email from emailing them! they are nasty rude people
Review: I bought a dress from Lulus.com and was not happy with my purchase, so I decided to promptly return the item. The website advertises free shipping and returns, which encouraged me to make this online purchase as I normally would not. When I returned my purchase with the [redacted] label provided by the company, I was only refunded for a portion of my purchase. To be exact, Lulu's kept $12 from my purchase price. My purchase met the requirements in that it was $50 or more. The website states "free ground shipping on all domestic orders of $50 or more." However, when I called to inquire about my refund amount, the customer service representative told me that they kept the cost of the [redacted] label for my return ($7) and $5 for the initial shipping. After reading the return policy on the website to her, she put me on hold to speak with her manager. Thereafter, she told me she could refund me the $7, but not the $5 for shipping the dress to me. After waiting on hold at this point for 20 minutes, I did not have time to debate the issue any further. The website clearly states that all puchases of $50 or more are shipped for free. There is no qualifying statement that all orders are shipped for free unless returned. I am very confused as to why the company kept $12 at first and only partially corrected its mistake by giving me $7 back. "Free Shipping and Returns" is clearly posted on the home page of the website yet I was told they keep their shipping fees.Desired Settlement: I am seeking the $5 refund for shipping that the company has kept despite my objections.
Business
Response:
Hello [redacted],
We have issued a full refund for the original shipping charges associated with order [redacted], and I hope you will allow me to clarify our policies. All orders over $50 are eligible for free ground shipping inside the continental United States. The subtotal of your order was $45 with a $5 ground shipping fee for a total of $50. Original shipping costs are non-refundable as stated in the Returns Section of our [redacted].
I deeply regret that your experiences with us have given you a negative perception of our services and I hope that my sincere efforts to respond to the concerns you have outlined will emphasize our good intentions and give you the confidence to shop with us again. Please let me know if there is anything further I can do to restore your confidence in our ability to serve you.
Regards,
LuLu*s.com
Consumer
Response:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Review: Good Evening,Unfortunately, I have to write a complaint on Lulu's Fashion Lounge. While they have very cute clothes, both their customer service and their return system is lacking in customer engagement. I chatted with them about a month ago asking to return two items that were never worn and did not fit, they told me that I was unable to get a full refund but I could receive a merchandise credit. I was fine with this and put the items in a box to return. I could not find my return slip and was very busy going to school full time and work full time and a few weeks slipped by. I remembered that I was supposed to ship the order but wanted to make sure that I was going to ship it to the right place in order to receive my merchandise credit. I got online to chat with customer service, made them aware of my issues and asked them what I was to do. The lady told me that it was too late, I was not able to return any of the items I had purchased and nothing could be done. I am very upset as I was previously told I was able to return these and was never told that I had a time limit on returning them. I do not want to keep the items as they do not fit, I want to either receive a refund or a merchandise credit.Desired Settlement: I cannot wear the items purchased so either an exchange or a refund would be the desired settlement.
Business
Response:
The Customer had their package delivered Monday, 02/16/2015 at 3:40 P.M. Inside all of our orders, we place a postcard with all out return information which includes that customers have 30 days from their order date, hers was 2/6/2015, to return their items. When they initiate a return online this information is reiterated. [redacted] waited until 3/22/2015, to contact us via chat to initiate a return. Here is her transcript: CUST CHATTED IN AND WANTED TO INITIATE A RETURN:[10:59:21 AM] [redacted]: Hello! How may I help you today?[11:00:08 AM] [redacted]: Hi [redacted], I received my order a little over a month ago and have been meaning to return two of the items but time has slipped by and it has been over 30 days. Is there anything you all can do where I can still return these items and receive a refund?[11:00:21 AM] [redacted]: Please give me a few moments while I look into this for you! :)[11:00:28 AM] [redacted]: Thank you.[11:02:56 AM] [redacted]: Unfortunately as you are outside our 30 day deadline for returns/exchanges we are unable to accept your return. I am so sorry about that![11:03:48 AM] [redacted]: So there is absolutely nothing you all can do? The items were not at all what I expected and I don't want to waste my money on a see through dress I can not ever wear.[11:04:21 AM] [redacted]: The only reason I was aware of the return policy is because I just looked it up. I didn't even know when I received my package.[11:05:48 AM] [redacted]: I realize this is not your fault but I want my money back. I work hard for my money, I do not like just throwing it away.[11:06:58 AM] [redacted]: I am so sorry for any confusion regarding our return/exchange information! As your order was placed in February and it is now late March we cannot accept the items back for a refund. However, as a one time courtesy we would be happy to let you return them for store credit![11:07:43 AM] [redacted]: That will do I suppose. Do I print off a return slip from the website?[11:09:49 AM] [redacted]: Unfortunately, we only offer free return shipping within 7 business days of the date that it was delivered. I am sorry about that! However, you are welcome to use your preferred shipping method to send your package back to us :)[11:10:46 AM] [redacted]: Alright, is the return address on the website?[11:10:59 AM] [redacted]: Yes it is![11:11:06 AM] [redacted]: Thank you, have a nice day.[11:11:35 AM] [redacted]: You are welcome![11:11:36 AM] [redacted]: Thanks for chatting in, have a lovely day!During her chat, she was informed that she would have to provide her own label and ship it back on her own.After being granted a courtesy to be refunded in online credit, the customer waited more than another month to contact us again to initiate her return at which point we had to tell her that being 2 months outside the return policy, we would not be able to accept her return since three of the four items are no longer available on our website .
Consumer
Response:
I am rejecting this response because: I was never told the items were no longer on the website nor was I told that there was a time limit on my return.
Business
Response:
Unfortunately, since we offered the courtesy for a late return and did not receive contact for another month outside the return policy when the return was attempted again, we were unable to further extend the courtesy. She was made aware of our return policy when she attempted to initiate the return, in chat, on the postcard she received with her items, and on our website: [redacted]. We are happy to grant courtesies, but due to the extensive amount of time that passed between contacts we were unable to accept her late return.
Review: I purchased a dress from this site to be used as a bridesmaid dress. I visited numerous alterations places that all agreed that the dress could not be taken out even the slightest because the way it was made and there was no excess fabric for the width of the dress. As such I tried returning this new, unworn, tags on dress to Lulu's. They did not accept the return since it was past their policy date even though it was still selling on the site. Because of this experience I tried to post a review of the dress stating that the fabric does not have any stretch and took it to seamstresses who confirmed it could not be tailored out for width the slightest. Their website requires a membership log-in in order to publish a review, and it claimed that my review will be published in a few days. However, the review was never published. The only reviews that are on the site for this dress are 5/5 stars, and my review which was for less stars has not gotten published. Further, when I tried again a week later to publish a review, the site gave the error message "You've already reviewed our "LULUS Exclusive Always Charming Strapless Blush Pink Maxi Dress" - Thanks again!" How can it be legal for a retailer to selectively choose to only publish positive reviews on their products?Desired Settlement: I would like this retailer to have a truthful review section on their site that includes all consumer reviews. Ideally I would also like to return the dress that is still being sold on their site which is unworn, with original packaging and tags on.
Business
Response:
Customer's review was not posted to the product page as our reviews must meet strict standards in that they only discuss the product; this review also included feedback on our Customer Service department. This customer had a prior courtesy granted in which we allowed a return of a Final Sale item on a previous order, which is why her return request for this order was not originally granted. Due to the fact that the dress is still being sold online and was a bridal product, management approved a courtesy return for this item and provided a return label to get her refunded in LuLu*s Online Credit if postmarked by 9/2/15.
Consumer
Response:
Thank you so much for your assistance with this matter. I have accepted the store credit they've provided and mailed the product prior to September 2 as they've instructed. However, my initial reason for contact was that they did not publish my review that the product doesn't stretch or have extra fabric for alterations. All reviews on the site are 5 out of 5 stars. When I attempted to publish my review, there were 8 reviews there. Now the site has 9 reviews, none of which are mine. The store claims they are looking into why my review, the only not 5 out of 5 star review wasn't published.
Review: I placed two pieces of jewelry from LuLus.com on my Christmas Wish list. Incidentally I received 3 sets of the exact same pieces of jewelry from 3 different people. Each gift given to me was given with the return shipping label inside the gift bag. I placed two of the sets and two of the return labels in a box with a letter taped to the jewelry explaining the above situation and leaving all of my contact information. I also put in the details, that I did understand if it may be difficult to get me a refund as I did not make the purchase and I would just like to be able to exchange these for another item. I also requested that if a store credit not be possible they contact me if the parties who purchased the items would need to be further involved. I received no contact. Instead I received a phone call from my cousin who bought me the pieces asking me how I liked them. After I told her how great they were she then asked me why I returned the pieces. This is the exact situation I was trying to avoid. I did not need either of these people to know I returned their gifts. When I called LuLu's customer service they explained to me that I needed an order number to make a return and I should have called them and told them that I was returning instead of following their return policy online. If I did not buy the gifts for myself and I sent them the shipping labels, there is no way for me to access to that information. They apologized for disregarding the letter and explained there is not much communication between the returns center and customer service and at this point all they can say is sorry. Unfortunately I paid to make this return myself and I cant ask the people who's gifts I've returned to give me the money they were sent back. How are people expected to buy holiday gifts from LULUS if they cannot just exchange them. This entire situation was extremely embarrassing and unprofessional. LuLu's is clearly not a very customer focused organization.Desired Settlement: If they had even offered me me 25% off my next order with them or free shipping or anything to make up for the wrong doing on there part I would have been grateful, but instead they said they were just following procedure and made me feel as if it was my fault for not calling them before following their clearly spelled out return process online.
Business
Response:
It looks like this issue was resolved on 1/27/16. We have since issued a refund in online credit for the amount of the gift, plus an additional $10 for any inconvenience this situation may have caused. If you have any further questions or concerns, please do not hesitate to contact us. Thank you.
Consumer
Response:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Review: I returned an item and never received my refund
I bought a shirt online through their website and received the wrong item so I returned it back to the store and they never gave me my refundDesired Settlement: I want a refund.
Business
Response:
Initial Business Response
The customer sent back a blouse that was never carried or offered for sale by our website. We do not have any record of that item in our warehouse, and the tags attached to the garment indicate that it was purchased from another retailer. We have been in constant email contact with the customer since we received the blouse in our returns department on 08/27/2013. I have also personally attempted to make phone contact (to the phone number that she provided in her customer account and confirmed via email) on 09/01/2013, 09/03/2013, 09/11/2013, 09/12/2013. As a good faith gesture we will issue a full refund for her order immediately. I deeply regret that her experiences with us have given her a negative perception of our services and I hope that my sincere efforts to respond to the concerns you have outlined will emphasize our good intentions.
Review: [redacted] is my order number, and I ordered over $600 worth of clothing for my daughter from [redacted] when the box arrived it was wet and had black mud/grease/ink smeared all over it, I had to clean the box and even noticed some of it had stained the clothes, I contacted lulus and told them about it and they replied "not to worry they will process my return"so I sent the entire order back to lulus for a refund, well a couple days later I get rude emails saying that they cant accept my return becuase there were stains on the clothes, I told them yes I know and that is why I originally emailed them...and even reminded them that in the email to me they said not to worry about it and they will process my return...this company is trying to scam me and I am not happy about it. they treat there customers horrible and lie...they owe me a FULL REFUNDDesired Settlement: and full refund
Business
Response:
The customer initated the return of her items. After her items were received back to our warehouse in the original box with a new label on top of our original label, she emailed in saying she received her items covered in grease and the box covered in grease. She also stated she had items missing from her order. We were not notified of her items being damaged or missing until she had already processed her return and was notified she would not be receiving a refund and her items would be returned to her. Upon inspection, the box was clean showing no signs of grease; however, the items inside the box showed staining completely inconsistent with what she reported. Clothing was received back with stains consistent with wear including makeup, food stains, and bodily fluid stains. Our returns team photographed all her returns including the box. We then informed her because of the stains we did receive that it appeared the items had been worn and not damaged in transit as she originally had claimed. Once we informed her that we had taken photographs of the return, she claimed she had cleaned the grease off of the cardboard box prior to returning it to us. Since she did not inform us in advance of the damage or missing items, we were unable to file a claim with UPS to substantiate her claims. We did refund a few of the less damaged items received and attempted to satisfy her. We repeatedly asked her to call in so we could verify her information, but she refused and began bombarding our customer service agents with emails demanding a refund for items she did not return to us. We did refund her for an item from a separate order that she also claimed was missing. After several weeks of back and forth, she filed a chargeback against us for items that she returned to us worn without notifying us of the state of her return. Due to the fact that she did not follow the proper return procedure and sent us back dirty, worn clothing inconsistent with her report of damaged in transit, we did refund for everything we could and returned all her other items back to her, we would like her claim to be removed. We also can provide photos of her return for reference if needed.
Consumer
Response:
I am rejecting this response because: I am deaf and hearing impaired that is why I "bombarded" themwith emails! lulus sent me dirty clothes! they had stains! I notified themof this the day I got the package and they said "no problemwe will refund you" now they are fighting me and they even BLOCKED my email from emailing them! they are nasty rude people
Review: I bought a dress from Lulus.com and was not happy with my purchase, so I decided to promptly return the item. The website advertises free shipping and returns, which encouraged me to make this online purchase as I normally would not. When I returned my purchase with the [redacted] label provided by the company, I was only refunded for a portion of my purchase. To be exact, Lulu's kept $12 from my purchase price. My purchase met the requirements in that it was $50 or more. The website states "free ground shipping on all domestic orders of $50 or more." However, when I called to inquire about my refund amount, the customer service representative told me that they kept the cost of the [redacted] label for my return ($7) and $5 for the initial shipping. After reading the return policy on the website to her, she put me on hold to speak with her manager. Thereafter, she told me she could refund me the $7, but not the $5 for shipping the dress to me. After waiting on hold at this point for 20 minutes, I did not have time to debate the issue any further. The website clearly states that all puchases of $50 or more are shipped for free. There is no qualifying statement that all orders are shipped for free unless returned. I am very confused as to why the company kept $12 at first and only partially corrected its mistake by giving me $7 back. "Free Shipping and Returns" is clearly posted on the home page of the website yet I was told they keep their shipping fees.Desired Settlement: I am seeking the $5 refund for shipping that the company has kept despite my objections.
Business
Response:
Hello [redacted],
We have issued a full refund for the original shipping charges associated with order [redacted], and I hope you will allow me to clarify our policies. All orders over $50 are eligible for free ground shipping inside the continental United States. The subtotal of your order was $45 with a $5 ground shipping fee for a total of $50. Original shipping costs are non-refundable as stated in the Returns Section of our [redacted].
I deeply regret that your experiences with us have given you a negative perception of our services and I hope that my sincere efforts to respond to the concerns you have outlined will emphasize our good intentions and give you the confidence to shop with us again. Please let me know if there is anything further I can do to restore your confidence in our ability to serve you.
Regards,
LuLu*s.com
Consumer
Response:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Review: Good Evening,Unfortunately, I have to write a complaint on Lulu's Fashion Lounge. While they have very cute clothes, both their customer service and their return system is lacking in customer engagement. I chatted with them about a month ago asking to return two items that were never worn and did not fit, they told me that I was unable to get a full refund but I could receive a merchandise credit. I was fine with this and put the items in a box to return. I could not find my return slip and was very busy going to school full time and work full time and a few weeks slipped by. I remembered that I was supposed to ship the order but wanted to make sure that I was going to ship it to the right place in order to receive my merchandise credit. I got online to chat with customer service, made them aware of my issues and asked them what I was to do. The lady told me that it was too late, I was not able to return any of the items I had purchased and nothing could be done. I am very upset as I was previously told I was able to return these and was never told that I had a time limit on returning them. I do not want to keep the items as they do not fit, I want to either receive a refund or a merchandise credit.Desired Settlement: I cannot wear the items purchased so either an exchange or a refund would be the desired settlement.
Business
Response:
The Customer had their package delivered Monday, 02/16/2015 at 3:40 P.M. Inside all of our orders, we place a postcard with all out return information which includes that customers have 30 days from their order date, hers was 2/6/2015, to return their items. When they initiate a return online this information is reiterated. [redacted] waited until 3/22/2015, to contact us via chat to initiate a return. Here is her transcript: CUST CHATTED IN AND WANTED TO INITIATE A RETURN:[10:59:21 AM] [redacted]: Hello! How may I help you today?[11:00:08 AM] [redacted]: Hi [redacted], I received my order a little over a month ago and have been meaning to return two of the items but time has slipped by and it has been over 30 days. Is there anything you all can do where I can still return these items and receive a refund?[11:00:21 AM] [redacted]: Please give me a few moments while I look into this for you! :)[11:00:28 AM] [redacted]: Thank you.[11:02:56 AM] [redacted]: Unfortunately as you are outside our 30 day deadline for returns/exchanges we are unable to accept your return. I am so sorry about that![11:03:48 AM] [redacted]: So there is absolutely nothing you all can do? The items were not at all what I expected and I don't want to waste my money on a see through dress I can not ever wear.[11:04:21 AM] [redacted]: The only reason I was aware of the return policy is because I just looked it up. I didn't even know when I received my package.[11:05:48 AM] [redacted]: I realize this is not your fault but I want my money back. I work hard for my money, I do not like just throwing it away.[11:06:58 AM] [redacted]: I am so sorry for any confusion regarding our return/exchange information! As your order was placed in February and it is now late March we cannot accept the items back for a refund. However, as a one time courtesy we would be happy to let you return them for store credit![11:07:43 AM] [redacted]: That will do I suppose. Do I print off a return slip from the website?[11:09:49 AM] [redacted]: Unfortunately, we only offer free return shipping within 7 business days of the date that it was delivered. I am sorry about that! However, you are welcome to use your preferred shipping method to send your package back to us :)[11:10:46 AM] [redacted]: Alright, is the return address on the website?[11:10:59 AM] [redacted]: Yes it is![11:11:06 AM] [redacted]: Thank you, have a nice day.[11:11:35 AM] [redacted]: You are welcome![11:11:36 AM] [redacted]: Thanks for chatting in, have a lovely day!During her chat, she was informed that she would have to provide her own label and ship it back on her own.After being granted a courtesy to be refunded in online credit, the customer waited more than another month to contact us again to initiate her return at which point we had to tell her that being 2 months outside the return policy, we would not be able to accept her return since three of the four items are no longer available on our website .
Consumer
Response:
I am rejecting this response because: I was never told the items were no longer on the website nor was I told that there was a time limit on my return.
Business
Response:
Unfortunately, since we offered the courtesy for a late return and did not receive contact for another month outside the return policy when the return was attempted again, we were unable to further extend the courtesy. She was made aware of our return policy when she attempted to initiate the return, in chat, on the postcard she received with her items, and on our website: [redacted]. We are happy to grant courtesies, but due to the extensive amount of time that passed between contacts we were unable to accept her late return.
Review: I purchased a dress from this site to be used as a bridesmaid dress. I visited numerous alterations places that all agreed that the dress could not be taken out even the slightest because the way it was made and there was no excess fabric for the width of the dress. As such I tried returning this new, unworn, tags on dress to Lulu's. They did not accept the return since it was past their policy date even though it was still selling on the site. Because of this experience I tried to post a review of the dress stating that the fabric does not have any stretch and took it to seamstresses who confirmed it could not be tailored out for width the slightest. Their website requires a membership log-in in order to publish a review, and it claimed that my review will be published in a few days. However, the review was never published. The only reviews that are on the site for this dress are 5/5 stars, and my review which was for less stars has not gotten published. Further, when I tried again a week later to publish a review, the site gave the error message "You've already reviewed our "LULUS Exclusive Always Charming Strapless Blush Pink Maxi Dress" - Thanks again!" How can it be legal for a retailer to selectively choose to only publish positive reviews on their products?Desired Settlement: I would like this retailer to have a truthful review section on their site that includes all consumer reviews. Ideally I would also like to return the dress that is still being sold on their site which is unworn, with original packaging and tags on.
Business
Response:
Customer's review was not posted to the product page as our reviews must meet strict standards in that they only discuss the product; this review also included feedback on our Customer Service department. This customer had a prior courtesy granted in which we allowed a return of a Final Sale item on a previous order, which is why her return request for this order was not originally granted. Due to the fact that the dress is still being sold online and was a bridal product, management approved a courtesy return for this item and provided a return label to get her refunded in LuLu*s Online Credit if postmarked by 9/2/15.
Consumer
Response:
Thank you so much for your assistance with this matter. I have accepted the store credit they've provided and mailed the product prior to September 2 as they've instructed. However, my initial reason for contact was that they did not publish my review that the product doesn't stretch or have extra fabric for alterations. All reviews on the site are 5 out of 5 stars. When I attempted to publish my review, there were 8 reviews there. Now the site has 9 reviews, none of which are mine. The store claims they are looking into why my review, the only not 5 out of 5 star review wasn't published.
Review: I placed two pieces of jewelry from LuLus.com on my Christmas Wish list. Incidentally I received 3 sets of the exact same pieces of jewelry from 3 different people. Each gift given to me was given with the return shipping label inside the gift bag. I placed two of the sets and two of the return labels in a box with a letter taped to the jewelry explaining the above situation and leaving all of my contact information. I also put in the details, that I did understand if it may be difficult to get me a refund as I did not make the purchase and I would just like to be able to exchange these for another item. I also requested that if a store credit not be possible they contact me if the parties who purchased the items would need to be further involved. I received no contact. Instead I received a phone call from my cousin who bought me the pieces asking me how I liked them. After I told her how great they were she then asked me why I returned the pieces. This is the exact situation I was trying to avoid. I did not need either of these people to know I returned their gifts. When I called LuLu's customer service they explained to me that I needed an order number to make a return and I should have called them and told them that I was returning instead of following their return policy online. If I did not buy the gifts for myself and I sent them the shipping labels, there is no way for me to access to that information. They apologized for disregarding the letter and explained there is not much communication between the returns center and customer service and at this point all they can say is sorry. Unfortunately I paid to make this return myself and I cant ask the people who's gifts I've returned to give me the money they were sent back. How are people expected to buy holiday gifts from LULUS if they cannot just exchange them. This entire situation was extremely embarrassing and unprofessional. LuLu's is clearly not a very customer focused organization.Desired Settlement: If they had even offered me me 25% off my next order with them or free shipping or anything to make up for the wrong doing on there part I would have been grateful, but instead they said they were just following procedure and made me feel as if it was my fault for not calling them before following their clearly spelled out return process online.
Business
Response:
It looks like this issue was resolved on 1/27/16. We have since issued a refund in online credit for the amount of the gift, plus an additional $10 for any inconvenience this situation may have caused. If you have any further questions or concerns, please do not hesitate to contact us. Thank you.
Consumer
Response:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Review: I returned an item and never received my refund
I bought a shirt online through their website and received the wrong item so I returned it back to the store and they never gave me my refundDesired Settlement: I want a refund.
Business
Response:
Initial Business Response
The customer sent back a blouse that was never carried or offered for sale by our website. We do not have any record of that item in our warehouse, and the tags attached to the garment indicate that it was purchased from another retailer. We have been in constant email contact with the customer since we received the blouse in our returns department on 08/27/2013. I have also personally attempted to make phone contact (to the phone number that she provided in her customer account and confirmed via email) on 09/01/2013, 09/03/2013, 09/11/2013, 09/12/2013. As a good faith gesture we will issue a full refund for her order immediately. I deeply regret that her experiences with us have given her a negative perception of our services and I hope that my sincere efforts to respond to the concerns you have outlined will emphasize our good intentions.