Modern Vintage Boutique, Inc

We are so sorry about the issues that you are having and we understand your frustrationWe are also frustrated with the claims dept through our mail carrierPlease send back the damage dress and we will cover the shipping back (up to $6.95) and refund you for the dress and a $discount on the
items that came in wetWe would NEVER send damp/wet items to our customers and we apologize for this experience that you have had with your orderWe want to get this taken care of for you as soon as possible

We apologize for the issues that you have come acrossWe have no contact from this customer prior to the phone callWe are showing the customer has been refunded $dollars for the vest before this complaint was placedWe apologize for any inconvenience!

*** I apologize we do have this stated under the full description of the grab bagsIt states that they may have small holes, stains, or snagsIn the last post we posted the full descriptionI apologize that the description was a little off on Facebook but we shortened the video how we could and that is why we have it stated in the full product description

We did send the incorrect dressWe had two of the same dress just a little off on color when we looked into her order we were willing to issue a refund for the dress as long as she sent it back unworn and in original conditionHere is a copy of the emailFrom: ***@hotmail.comTo:
***@live.caSubject: RE: different colorDate: Wed, Jul 06:11:-
I
apologize EmilyWe do not normally do refunds but if you would like to
send it back in it original condition I can issue you a refund for the
dress.Thank You,MVB GirlsWe would never intentionally send the wrong dress and if we do something incorrect we are always more then willing to fix the problemsWe want to keep our customers happy but we do also have policies to followWe did have a rep that informed her of the wrong information and we apologize for that however, we will take the dress back for a full refund as long as it is in original condition

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We did offer to cover shipping up to $before the order was sent back to usPlease see the email below sent to the customer on July 30thOn Jul 30, 2015, at 9:AM, Shop MVB wrote:
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Cheri,My name is Kayla you can reach me at *** or ***I apologize about nobody owning the claimWe did the appropriate paperwork on our end and we were getting the same responses you wereIt stated on our return policy we are not responsible for lost or stolen packagesWe put insurance on them and the carrier is responsible after it is out of our handsI apologize but we dont have a system to print out a return shipping labelBut please send it back USPS and we will cover up to $in shipping back to us and that will go back on your card, please include a copy of the receipt in your package with the dress.We have not refunded your dress I apologize we cannot refund for it until we receive it back in our warehouse but as soon as we get it back we will issue the refund for that, the $for the shirts and your shipping to send back to us$total is all I am able to offer on the items that you are not sending backAll of the credit will go back on your card as soon as the dress is sent back to usThat is fine we can do a refundThank you so much for getting back to us! We apologize again for this mess with your orderKaylaThank You,MVB Girls

As shown on the attached file we did not ever see the money that the customer is accusing us of takingWe do not hold card number so the transactions would have had to be from the customer not putting in the correct information OR if she had a stolen cardWe cannot refund for orders that did not
go through on our systemAll of these are declinedI apologize you felt we were unprofessionalHowever, you were very rude to our employees and sent us the following email...You are *** look at the attachedYour uneducated office people says this doesn't happen to other customersI don't careThis is why we have asked you not to shop with us

Revdex.com:
I have read the response and I have received a full refund, so I am satisfied with the outcome. 
Sincerely,
[redacted]

I apologize that you were not happy with your items. Below is the description stating what defects they will have. It also states that these are final sale items. I am so sorry for the customer service that you received on our Facebook page.Do you love fun surprises!? Do you LOVE Modern Vintage...

Boutique's Clothing???!!! If you do, you will LOVE our GRAB BAGS!!Select your size and you will be sent FOUR random items for $24! Most of these items range anywhere from $20-$40 each and you will be getting FOUR items for about the price of ONE! These items are all random items that are sitting around our HUGE warehouse ready for a new home. These items could be slightly damaged (small stains, snags, or small holes) or will have no damages at all! Items range from our adorable maxi dresses, comfy sweaters, tanks, dressy blouses to skirts!!! Treat yourself with a pleasant surprise! This is a FANTASTIC deal!!!!  Don't miss your chance to have some fun and add some variety to your wardrobe! *Please note: Grab Bags are considered 'Clearance items' and are FINAL SALE.

Our customer ordered on 9/30/15. We shipped her order on 10/1/15. She contacted us on 10/11/15 to let us know that she had not received her package also, there was no tracking on it. We immediately contacted our carrier rep who was in contact with the carrier to find out what was going on. We did...

not get a response from him. We were then contacted again from our customer so we resubmit the complaint with our rep. Still nothing. But the third time we got a response To go ahead and issue a refund or resend the item back to the customer. We contacted to customer at this point to see what she was interested in. She wanted a refund. We issued the refund on 10-26-15. We are so sorry to our customer! We are new to this shipping and we were not aware until she contacted us that shipping to APO cannot be tracked. We feel so awful for the experience that she was given. We wish that we would have had more information to give her in the beginning for that reason we are working with our carrier rep to figure this issue out for future orders from APO address.

Complaint: [redacted]
I am rejecting this response because:I can assure you that the informational video that I watched & is still on your page does not disclose that there will be holes or stains on the products that you were sending out.  Manufacturing defects can be a stitch that isn't straight, a color that isn't exactly what it should be etc..  I am looking at your Facebook page as I type this & that isn't the verbiage that is used in your post either that is still on your page from November 6th regarding the grab bags either.  Please don't try to act like you provided these details to your customers openly because you didn't!  I know of others who are also upset about the way you have done business with these bags besides myself.  Way to lose customers over $30 bags!  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I specifically told them that there was NO way I was shopping this dress back as I paid 30$ U.S. To ship it because I needed it immediately. I am very upset because this business never even informed me that the dress I requested was no longer available, I am upset at the level of customer service I've received from Them the emails were very unprofessional. Also, I was NOT paying to ship the dress back to them. I ordered this dress for a wedding I had to attend. 
Sincerely,
Emily R[redacted]

We are so sorry that you ran into this issue on our website. We do have a very secure payment method to make sure that we are covering our company as well as our customers from fraud. Looking into this we are finding that you do have three DECLINED charges due to the following error when trying to...

process... DECLINED AVS MISMATCH. STREET ADDRESS MATCHES BUT THE ZIP CODE DOES NOT MATCH THE BILLING ADDRESS OF CARDHOLDER When you see those pending charges they are best described as a pre-authorization from your bank but when the payment came to us our merchant declined it because you have entered your billing information incorrectly. These charges will fall off your bank statement in 3-5 business days but we are not able to refund them because on our end our merchant did not accept the payment. Again, we apologize for any inconvenience this has caused. If you have any further questions please feel free to call us and you can as for the General Manager. Thank you!

I apologize Amy. Our return policy does state that if you believe you have a damaged item to please contact us within 3 days upon receiving. The tracking on this order is showing that you recieved it back on Nov 30th 2015. You didnt contact us until Dec. 23rd. 2015. I apologize we do have to follow...

our return policy that you agree with when you check out.RETURN POLICY Clearance or Final Sale: * All Items with CLEARANCE in the name are FINAL Sale items. DUE TO HYGENIC PURPOSES THE FOLLOWING ITEMS WILL BE FINAL SALE WITH NO EXCEPTIONS:
EARRINGS, LEGGINGS, YOGA PANTS, SWIMWEAR, UNDERGARMENTS, BRAS,
BANDEAUS, HAIR ACCESSORIES (INCLUDING HATS AND BEANIES) SOCKS AND
EYEWEAR. THERE WILL BE NO EXCEPTIONS ON THESE ITEMS.ExchangesWe
do not offer exchanges because we can't guarantee the size you need
will be in stock by the time we get your return back. We have a huge
selection of product and it moves very quickly! Store CreditAny promotional/flash sale items can be returned for store credit if they meet all the return criteria.All
returned items are for STORE CREDIT ONLY, no refunds. Items must be
received within 14 business days of receiving the order to get a store
credit.  Anything after that will not be accepted, and you will be
responsible for shipping costs to get it back to you. If you choose not
to pay shipping charges to get it back to you, your items will be
donated to charity after 30 days. Anything that smells of smoke, has
stains, animal hair, has been washed/worn, or damaged by you will not be
taken back. It must be in its original condition. If
you believe you have received an item with a defect we must be
contacted within 3 days of the date it was delivered to you in order for
you to get a replacement. After the 3 days, there is nothing that we can offer you. Once
we receive returns, they will be processed within 3-6 business days.
You will then be given a store credit of the amount of the item minus
the shipping charges. We are not responsible for any shipping costs, the customer is responsible for all shipping costs.
This credit will be placed on the customer account that was created at
checkout. If the customer checks out as a guest they will need to create
a customer account in order to redeem a store credit. Please note that
all store credits will expire after a year! All denied returns will be
donated to charity if not claimed within 30 days.

We apologize that you were not happy with your product. The sizing chart is a general sizing chart and that is why we have the dress details stating the model stats and also if it fits large or small on her. We also state in those details the material of the item so that our customers can see what...

it is made of before purchased. Again, we apologize for the issued you had and we will do what we can to make this right for you. Thank you!

Complaint: [redacted]
I am rejecting this response because: Your post from November 6th doesn't say it either.  I know because I read it again yesterday.  I'm not going to continue to argue with you when clearly have mislead your customers.  I have learned my lesson & will no longer be purchasing from your boutique.
Sincerely,
[redacted]

We are so sorry about that but we do have a policy that we cannot take the dress back once it has been worn. We are more than willing to refund the shipping cost but not the cost of the dress because you did wear the dress after we offered for you to send it back. Please see our return policy below. RETURN POLICY
 Clearance or Final Sale:
 * All Items with clearance in the name are FINAL Sale items. DUE TO HYGENIC PURPOSES THE FOLLOWING ITEMS WILL BE FINAL SALE WITH NO EXCEPTIONS:
EARRINGS, LEGGINGS, YOGA PANTS, SWIMWEAR, UNDERGARMENTS, HAIR
ACCESSORIES (INCLUDING HATS AND BEANIES) SOCKS AND EYEWEAR. THERE WILL
BE NO EXCEPTIONS ON THESE ITEMS.
Exchanges
We do
not offer exchanges because we can't guarantee the size you need will be
in stock by the time we get your return back. We have a huge selection
of product and it moves very quickly!
 Store Credit
Any promotional/flash sale items can be returned for store credit if they meet all the return criteria.
All
returned items are for STORE CREDIT ONLY, no refunds. Items must be
received within 14 business days of receiving the order to get a store
credit.  Anything after that will not be accepted, and you will be
responsible for shipping costs to get it back to you. If you choose not
to pay shipping charges to get it back to you, your items will be
donated to charity after 30 days. Anything that smells of smoke, has
stains, animal hair, has been washed/worn, or damaged by you will not be
taken back. It must be in its original condition. If
you believe you have received an item with a defect we must be
contacted within 3 days of the date it was delivered to you in order for
you to get a replacement. After the 3 days, there is nothing that we can offer you.
Once we
receive returns, they will be processed within 3-6 business days. You
will then be given a store credit of the amount of the item minus the
shipping charges. We are not responsible for any shipping costs, the customer is responsible for all shipping costs.
This credit will be placed on the customer account that was created at
checkout. If the customer checks out as a guest they will need to create
a customer account in order to redeem a store credit. Please note that
all store credits will expire after a year! All denied returns will be
donated to charity if not claimed within 30 days.

Complaint: [redacted]
I am rejecting this response because:The shipping back costs $10.47, this is the cheapest option from UPS. Since they sent me the wrong dress in first place I don't feel it is appropriate that I have to suffer the shipping cost in order to return it and they originally promised that they would have the items picked up at my house for me because they can't work that out now I shouldn't have to pay. If they cover the $10.47 I would accept.I accept the other conditions of having the dress refunded back to my credit card and the discount on the other two items.
Sincerely,
Cheri K[redacted]

Complaint: [redacted]
I am rejecting this response because:
The retailer has a significant defect on the website they refuse to fix. This triggers banks to freeze cards and contact customers for potential fraud. In addition, this 'freezes' amounts from the bank balance. The business is correct; these charges were only holds and did fall off my account after 7 days (5 business days); however this money was unavailable to me as a customer due to the website's error.
Here is a real life comparable situation, then I will define the defect.
If a customer walked into a grocery store, and the clerk kept telling the customer to continue swiping her card, that there was an error, and the customer swiped the card five times based on clerk direction, but was never able to get her groceries. In addition, the bank associated with the card held 5 x the $ amount upon clerk direction. This is fraudulent and wouldn't be accepted.
This is exactly what happens on the website. If the customer enters one false digit inadvertently... like I did the very FIRST time with a typo - one digit off my billing zip code, the Modern Vintage Boutique website page refreshes, lets the customer know the billing information was incorrect, then presents a message to the customer to re-enter the correct information and order again. So the customer (that being me) re-enters the CORRECT information and again attempts to pay for the order. Instead of accepting the correct information, the website sends a message to the customers bank for ANOTHER pending transaction. The message AGAIN says to re-enter the information. AGAIN. and AGAIN. Each time it's correct, each time it's billing against the person's debit card. Yet, no orders are being processed.
There is a significant defect which is 100 percent the fault of the retailer. The page should CLEAR and the cache should automatically be clear. Instead, upon submit, the website is sending the same incorrect information over to the bank. Thus, the customer is robbed of his or her money - however temporary. That customer has a right to have access to his or her money and or have an order processed. That money is HER money and should NOT be held by Modern Vintage's due to their website error.
The horrible and immature response I received back from the owner was unprofessional and dirty. She does not have any class or professionalism. She clearly said in her response she doesn't care about Revdex.com complaints and only '16' is not very much. Personally, I consider ONE unresolved Revdex.com complaint enough. I expect to see proof this defect is fixed so other customers do not experience this.
It's one thing to think you can grow up and run a boutique; it's another to think you can show zero class and speak to customers horribly in regards to their own money. She's an embarrassment to female business owners everywhere.
Sincerely,
[redacted]