Mott & Bow, Inc.

We're all about having her receive her refundWe talked to her bank and we're just waiting on themWe'd have given her a refund inmediately if she would have come to us firstWe can't now because the funds are blocked by the bank because of the open disputeThe bank should be resolving this case anytime now

Hi Jon, we're really sorry about the inconvenienceWe just placed your replacement order (***) at no additional costTracking information will be available within the next three business daysAgain, we apologize for the confusion and misunderstandingWe look forward to serving you again in
the near futureMerry Christmas!

Dear Colleen,For no reason do we want you to leave unsatisfied with the product or serviceWe've gladly approved an exception on your caseWe're sending a replacement at no additional cost (no need for you to return the jeans you have)The tracking information of the gift order will be sent to your email within the next two business daysWe look forward to serving you again in the future :)

We worked this out with the customer and issued a full refund for all three orders

On Fri, Mar at 4:PM , Alejandro *** ***> wrote:Hi Bradley,We learned *** was requesting a refund on items that did not meet our return policy (they had already been used/washed)We decided to go above and beyond for *** *** by gifting her all the jeans she had ordered (and used) and giving her a full refund of her order without requesting her to send back the jeans.We have done everything we can for ***. Best,Alejandro

Customer said he dropped the box at a FedEx drop box, however, the tracking number of the return prepaid label has not been activatedWe can't process a refund or an exchange request for a package that has not been returned or that not even shows signs of been returnedWe've a 30-day return
policy, but as a sign of good will, we've told the customer that we'll leave this door open for this order and we'll process his request upon receiving the packageAddiotionally, we offered him a 20% discount for a future order, just as a sign of good willHope this helps clarify

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
Steven ***

Hi Zach,We apologize for the confusionYour refund has been issued as requested. Refunded amount of $onlineTransaction ID: "***"This will be showing up in your credit card balance within the next 5-business days.Let us know if we can be of further assistance.Best
regards,

Dear Colleen,We're sorry about your jeansHowever, on the picture you sent, it clearly shows it's not a manufacturing issue (see enclosed image)You received this item on Feb3rd and have been using it sinceThere are many variables that could have caused these small lumps to appear on the
jeans, like rubbing the jeans against a rough surfaceAgain, this is not a manufacturing defect, you agree having received the jeans in pristine conditions. As per the discount applied on your main order, the promotion indicated that it would validate free shipping + 15% discount on purchases above $or free shipping for orders below $When you placed your order using code '***' you agreed with these termsYour final purchase was for $128, therefore, you were entitled to enjoy free shipping only and that's what we honored. We have a return policy on unworn, unwashed, and undamaged itemsWe can't process a refund for an item that has not been returned and we can't accept your return as it does not complies with our return policies (***)Only as a sign of goodwill is that we added a $store credit to your Mott & Bow account for you to enjoy on a future orderWe have tried our best to assist you but sadly we can't comply with your requests as these are not validBest regards,

All we were asking her to do was send the remaining jeans back to us (as per policy we only cover one return shipment and she had already used that to send part of the order back to us) so we can do the refundShe did not want to do that even though it is clear in our policies. In the effort
to resolve things at this point we have accepted to send her a new (as of today) electronic prepaid label so she can send a second package back to us from the same order so we can refund her if the items are unused/unworn/unwashed

We reopened this case and it was once again confirmed that the jeans were indeed used and washed by the customer. The [redacted] reported ''The two jeans definitely belong in BAD location. Mski-Orch-21Mo-26x30 was definitely worn as you can still see the how the jeans stretched in the knee areas. It also has an extremely high smell of a flower scented perfume that most likely came from a detergent or softener.'' As a sign of good will we decided not to charge the try-on pair that was also returned in bad in conditions by the customer. However, we can't issue a refund for the main pair returned in bad conditions. Our return policy states that items must be returned in pristine conditions (unworn, unwashed, undamaged) in order to qualify for a refund or an exchange. This case is now closed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Zachery [redacted]

Hello Steve,We've already addressed this issue in a previous review. An exception was approved on your case and your refund for the defective item was issued.Regarding the try-on returned, there's no refund needed for this item as this was not charged on the main order (it's price $0.00).Hope this...

helps clarify. Let us know if we can be of further assistance.Happy to help,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hi Bejamin, as agreed, a full refund for order [redacted] was issued this morning. This credit will be showing up in your credit card statement within the next 5-10 business days. Best regards,

Hi Catherine,We're confused with your statement as we issued your refund for this order last week (4/21). Let us know if we can be of further assistance, happy to help.Best,

We shipped order [redacted] with a total of four pairs of jeans (two paid pairs and two try-on pairs). The weight of this package was 6.3 lbs. Customer returned the same box with a total weight of 2.4 lbs. Our warehouse is very meticulous with the inspection of returns. Our records indicate that the return contained a single pair of jeans (a try-on pair) and the box didn't show any signs of being tampered with. Customer assures he returned three pairs of jeans but we only received one item. Maybe he shipped multiple packages that day and confused the content of the boxes? That happens quite often with customers. From the two missing pairs, one is a paid pair (he wants a refund for that item) and the other is a try-on pair (as it was not returned, we'd need to charge this item). We provided the evidence to the customer and notified him we'd not be able to refund a pair of jeans we haven't received, but as a sign of good will, we'd not charge him for the missing try-on pair. This is the best we can do. Again, we can't issue a refund for something we have not received. Below tracking information of the original order and the return:[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Colleen [redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The jeans I tried on were kept in my laundry basket with my Bounce fabric-softener dryer sheets, which probably gave that smell to the jeans. As I mentioned in good faith in my previous message, I was well aware of the policy and did not wash the jeans - only tried the size 26 on. I never even tried on the size 25.The smell argument is in itself fairly light as only proof that the jeans could have been washed - especially as in my case, they really weren't. I did keep them in a clean and dry place before having the opportunity to send them back, but this does not in and of itself constitute a reason for me to be charged for them.
Regards,
Emilie [redacted]

We shipped order [redacted] with a total of four pairs of jeans (two paid pairs and two try-on pairs). The weight of this package was 6.3 lbs. Customer returned the same box with a total weight of 2.4 lbs. Our warehouse is very meticulous with the inspection of returns. Our records indicate that the...

return contained a single pair of jeans (a try-on pair) and the box didn't show any signs of being tampered with. Customer assures he returned three pairs of jeans but we only received one item. Maybe he shipped multiple packages that day and confused the content of the boxes? That happens quite often with customers. From the two missing pairs, one is a paid pair (he wants a refund for that item) and the other is a try-on pair (as it was not returned, we'd need to charge this item). We provided the evidence to the customer and notified him we'd not be able to refund a pair of jeans we haven't received, but as a sign of good will, we'd not charge him for the missing try-on pair. This is the best we can do. Again, we can't issue a refund for something we have not received. Below tracking information of the original order and the return:[redacted]