Moop

Purchased a handbag for 169.00 - returned within a week. I sent several emails with no reply asking for my refund. On their website says they promptly respond. Untrue. I tried calling. They answered once, and hung up on me. I sent another email giving them a chance to email me back, because they did not refund me my money. I had to open a claim with paypal, and then they returned my money minus the tax. Horrible customer service. There is NONE. Purchased March 3rd, refund on April 18.

Below is our response to claim #***
The customer in question purchased a clutch from us costing $on January 9, On September 17, 2011, the customer emailed us to say a snap had
fallen off of her clutch and could we repair it Because this was a long time customer who had purchased several of our bags, we went outside of our policy and offered to make a repair (we do not offer repairs on bags older than months) She sent the clutch to us later that month, we repaired the clutch and shipped it back to her on 10/13/ Mistakenly we shipped it to the customers old address - the address we had in our customer database Once we realized, we felt terrible and immediately offered to replace the three and a half year old clutch (also outside of our policies) We no longer made the clutch she originally ordered so we offered her a comparable replacement She did not accept a replacement because we were now using wool and leather - she stated she was vegan and did not carry anything made with animal products Again, because she had been a long time customer and we felt bad about our mistake, we offered to make her something new This took a long time for us to do as the customer was unresponsive to our current materials so we had to create time for our small team to custom make a product for her Eventually, we did make her a custom clutch and shipped it along with an extra "thank you for your patience" tote to make up for our original error and the great deal of time that had passed Three days after shipping the replacement, we received a letter from the Revdex.com indicating the customer had filed a complaint against us We were sad to read this Our mistake was offering to do something we do not normally do and unfortunately, it compromised our customer service
Let me know if you need anything further from me and thanks again for helping us out with this!
Kindest,
***

Review: I purchased a small bag from Moop that had a snap, which promptly fell off. Most Moop bags are sturdily constructed so this surprised me. I wrote to Moop's proprietor, [redacted], who advised me to return the bag so that she could fix it. She also directed me to include my address with the bag, but when she mailed out the fixed bag, she sent it to the wrong address. As a way of making up for the lost bag, [redacted] indicated by email back in October of 2011 that she would make me "something fantastic to replace the lost pouch." When nothing arrived, I wrote back to [redacted] in March of 2012 and then again in May of 2012, and she finally replied in May of 2012 that she would be sending something out "in the next two weeks." When I received nothing, I wrote again in July of 2012, and she stated, " I've had a calendar alert popping up for me daily since our last correspondence reminding me to make something great for you." Perhaps unsurprisingly, I received nothing. I purchased another Moop bag last November--I have several and have been a dedicated customer--and I wrote to [redacted] to remind her of the missing bag. She wrote back, "We'll add a little something special to your package ;)." When the bag I ordered arrived, there was nothing else in the package. When I inquired about the absence of the bag [redacted] had promised, she wrote, "Yes! I have been working through a design for you - I've introduced the idea to everyone at the studio so, we've got several ideas bouncing around. The seconds sale was such a totally nuts success that we had five people packing up orders for four straight days in order to get everything out in the mail. This meant, every order shipped as it was placed on the website. Keep an eye out for another package soon." Needless to say, nothing has arrived. I tried inquiring one more time in December, but [redacted] stopped writing back. This has been an exceedingly disappointing transaction. I would like for [redacted] to honor her word.Desired Settlement: I'd like for [redacted] to honor her promise and to replace the pouch.

Business

Response:

Below is our response to claim #[redacted]

The customer in question purchased a clutch from us costing $19 on January 9, 2008. On September 17, 2011, the customer emailed us to say a snap had fallen off of her clutch and could we repair it. Because this was a long time customer who had purchased several of our bags, we went outside of our policy and offered to make a repair (we do not offer repairs on bags older than 6 months). She sent the clutch to us later that month, we repaired the clutch and shipped it back to her on 10/13/2011. Mistakenly we shipped it to the customers old address - the address we had in our customer database. Once we realized, we felt terrible and immediately offered to replace the three and a half year old clutch (also outside of our policies). We no longer made the clutch she originally ordered so we offered her a comparable replacement. She did not accept a replacement because we were now using wool and leather - she stated she was vegan and did not carry anything made with animal products. Again, because she had been a long time customer and we felt bad about our mistake, we offered to make her something new. This took a long time for us to do as the customer was unresponsive to our current materials so we had to create time for our small team to custom make a product for her. Eventually, we did make her a custom clutch and shipped it along with an extra "thank you for your patience" tote to make up for our original error and the great deal of time that had passed. Three days after shipping the replacement, we received a letter from the Revdex.com indicating the customer had filed a complaint against us. We were sad to read this. Our mistake was offering to do something we do not normally do and unfortunately, it compromised our customer service.