Munson Property Mgmt, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I reject Lisa and MZ Wallace's responseLisa conveniently left out some key informationI called and spoke to a customer service representative on March [redacted] at 10:AM PSTThe call lasted minutes & secondsDuring the call I mentioned the reason for the return was due to the damaged itemMost specifically I pointed out the tear on the inside of the large compartment above the smaller zipperIn all email correspondences, MZ Wallace denied any damageIn my last correspondence with MZ Wallace prior to filing the Revdex.com complaint, I asked the company for an explanation of how I could have gotten my hands on a damaged itemIf they check their company records, they will discover that this was my first (and last) order with the companySadly, MZ Wallace never replied to my emailThe organization cannot admit that their internal QA system failedMZ Wallace has elected to stick to their liesPoor business approachThey are not simply losing me as a customer but everyone I can get the message out toI will not allow another innocent customer to fall victim to their poor quality merchandise or lies In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] , Companies have policies and procedures in place to make sure all customers are treated with equal opportunity and follow the same parameters in their shopping journey Unfortunately we do not have access to phone records, that may very well indicate a phone call occurred What a phone record does not indicate, however, is what was said on the phone Again, as previously stated all Retail and Customer Service representatives are trained to take notations down on original orders and via email correspondence in the case of a defective, damaged, etc, product As there was no notation, and the item was sent back to our warehouse for returns processing, we must stand by our policy of not accepting used or worn merchandise back This is our policy as we are not able to re-sell said merchandise, and any potentially defective items at our warehouse are separated and logged by logistical staff Upon reviewing the handbag with our production team and being notified of your original outreach to the Revdex.com, I also had presented the case to our Director of Communications, who also agreed the item could never have been sent from our warehouse We took the matter very seriously and did our due diligence to investigate with all appropriate channels and the outcome is that which I have explained to you previously We shipped the item back to you in early May, so you have the bag and the cosmetic in your possession I can again grant an exception for return and refund of the cosmetic if it is in unworn and original condition We are not practicing unscrupulous activities, we are simply standing by our policies and core pillars Best, [redacted]

Hi *** ***, Thank you for reaching out to us via the Revdex.com I have reviewed your case, starting with the initial email you sent to *** requesting a return label In your email there was no mention of a faulty or defective item received,
simply a request to return the item and to provide a label as you were unable to print one I have a response email from one of our Customer Service reps out of our *** email providing the label, there was no response received from you or any mention about defective merchandise Upon receiving items for return our warehouse staff performs rigorous inspection of items before restocking them Our warehouse representative then notated the condition of the bag you sent back as being used with a pilling / dirty lining as well as cracked leather handles The same Customer Service representative then informed you due to our return policy stating we are unable to return or exchange used merchandise we would be returning the item to you We have this policy in place to remain fair to all customers to avoid any potential misrepresentation and to maintain a guarantee of condition items are sold in As you then protested the condition of the item, I had the bag sent to our offices for inspection The item was reviewed by myself and our Director of Production who states the item was most clearly used The lining fabric is pilling and dirty, there is dirt and crumbs in the pockets of the bag, there is a rip above the interior pocket along the seam, the interior market pouch is missing, and the handles are bent and cracked which would only come with many seasons of use Due to our intense, minute QC operations and logistics a bag of this nature would never have been shipped out to a customer, as again confirmed by our warehouse I will attach images of the item, and if BB needs further documents, I can send in all communications via email with you, our warehouse, and additional imagery I do apologize but we are unable to grant a refund for this item and will be shipping it back to you If you wish to return the cosmetic on you order, so long as it is unused, we are able to offer you a full refund of $for the cosmetic Best, Lisa M***Customer Experience Manager MZ Wallace** *** *** *** **
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Lies upon lies upon lies. I have read several reviews regarding your companyI am not the only customer to be shipped a defective product by your company. I know I received a defective productI know I reported the defect to your Customer Service Representative on the phoneI know I repeatedly mentioned the defect in multiple emails. Yet your organization elected to deny there was any defectIt was only after weeks and weeks of pushing that your organization "discovered" the tear I had been referencing since day one. Sadly, your company elected to stand their ground on a lie. I will only except a 100% full refund for my entire purchase
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I reject Lisa and MZ Wallace's response. Lisa conveniently left out some key information. 1. I called and spoke to a customer service representative on March ** at 10:38 AM PST. The call lasted 2 minutes & 11 seconds. During the call I mentioned the reason for the return was due to the damaged item. Most specifically I pointed out the tear on the inside of the large compartment above the smaller zipper. 2. In all email correspondences, MZ Wallace denied any damage. 3. In my last correspondence with MZ Wallace prior to filing the Revdex.com complaint, I asked the company for an explanation of how I could have gotten my hands on a damaged item. If they check their company records, they will discover that this was my first (and last) order with the company. Sadly, MZ Wallace never replied to my email. The organization cannot admit that their internal QA system failed. MZ Wallace has elected to stick to their lies. Poor business approach. They are not simply losing me as a customer but everyone I can get the message out to. I will not allow another innocent customer to fall victim to their poor quality merchandise or lies. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], Thank you for taking the time to File with the Revdex.com about our service for returns. We do always value customer feedback. Our normal return processing period is within 7-10 business days of receipt of an item at our warehouse. This Holiday season we experienced a much higher volume of...

sales and returns, which did cause some delays cross departmentally. We had refunded your order as quickly as we could, and also waived the return shipping fee for using our prepaid label service which has a usual flat fee of $8.00 associated with it. We completed your refund in the full amount of $191.25 on December [redacted], 2016 to your original form of payment after receiving it on December [redacted], 2016. Please double check your recent Visa statement for the refund and contact your banking institution if you do not see it posted. Please let us know if you have any further issues to discuss. You may always reach us at our Customer Service line at [redacted]. Best, Lisa M[redacted]Customer Experience ManagerMZ Wallace [redacted]

[redacted], Companies have policies and procedures in place to make sure all customers are treated with equal opportunity and follow the same parameters in their shopping journey.  Unfortunately we do not have access to phone records, that may very well indicate a phone call occurred.  What a phone record does not indicate, however, is what was said on the phone.  Again, as previously stated all Retail and Customer Service representatives are trained to take notations down on original orders and via email correspondence in the case of a defective, damaged, etc, product.  As there was no notation, and the item was sent back to our warehouse for normal returns processing, we must stand by our policy of not accepting used or worn merchandise back.  This is our policy as we are not able to re-sell said merchandise, and any potentially defective items at our warehouse are separated and logged by logistical staff.  Upon reviewing the handbag with our production team and being notified of your original outreach to the Revdex.com, I also had presented the case to our Director of Communications, who also agreed the item could never have been sent from our warehouse.  We took the matter very seriously and did our due diligence to investigate with all appropriate channels and the outcome is that which I have explained to you previously.  We shipped the item back to you in early May, so you have the bag and the cosmetic in your possession.  I can again grant an exception for return and refund of the cosmetic if it is in unworn and original condition.  We are not practicing unscrupulous activities, we are simply standing by our policies and core pillars.  Best, 
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