Occasion Brands, LLC

Order was placed by *** *** on 10/and received on 10/25. As stated in our return policy, the customer will have days to obtain a return authorization number to send the dress back to usOur full return policy is located on our “Returns” page and also in the
Terms and Conditions agreed to at the time of the orderWe were first contacted on 12/with the customer stating that she knew she was outside of the policy but was requesting an exceptionThere was not any contact before this time and if she had indeed wanted a return authorization number within days of receiving the dress as mentioned, it could have been obtained online without our assistanceUnfortunately the order cannot be accepted back as a return and the customer will be contacted by email to let them know this information. If there are any further questions or concerns in regards to this matter, please feel free to contact us.Best Regards,*** **Customer Relations Team Leader

*** *** placed order on 2/13/using the promotional code "VDAY" for 25% off the order The dress ordered was $and after the discount of $69.50, the order total was $ The dress arrived to the customer on 2/16/2016, but does not fit The
item is returnable but unfortunately the Valentine's Day promotional code is no longer valid Because a new order would be placed after the code has expired, it was not able to be applied We are willing to make an exception and honor the discount amount on a new order for the same dress in another sizeThe order must be placed for the listed price, then a refund will be submitted for the amount of $ We are also willing to waive the restocking fee but the customer is responsible for the return shipping cost as stated in the Return Policy and agreed to at the time of the order in the Terms and Conditions The customer will be contacted shortly with this information.If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.Best Regards,*** ***Customer Relations Team Leader

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did respond to the company and sent picturesThey issued me a RMA *** which I utilized on June 1st to return the dressAs of June I have not yet received a response that they have received the dress or that they have issued a refund
Regards,

Our contact information is the same as PromGirl.com because we are the same company Our physical address is listed on our site and it provides that SimplyDresses.com is part of PromGirl, LLC http://www.simplydresses.com/info/contactus We are an authorized retailer of the designer
Mori Lee and we are shown as such on their website when entering our zip code of http://www.morilee.com/services/findaretailer?Order was placed on 2/29/for a dress that stated “Due to Ship: Mar 2016” when the order was placedThis dress marked as “Due to Ship” means we have already ordered this dress and are waiting for it to arrive Based on our latest update, we expect it to be ready to ship out to you on the date listedOur Terms and Conditions agreed to at the time of the order do state that once an order is placed, you cannot change, alter, or cancel your order in any way We do have our Terms and Conditions listed on our site as well(http://www.simplydresses.com/info/terms-conditions) As an exception we are willing to submit the order for cancellation The customer has been contacted with this information.If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.Best Regards,*** ***Customer Relations Team Leader

We’re very sorry to hear that the customer is unsatisfied with the outcome We do understand that glitter shedding from a dress can be undesirable for a formal gownThe dress sold was named “Long Sleeve Gold Glitter Prom Dress” and has the following note provided in details: “Please note: There may be a loss of glitter when this dress is worn due to the nature of the fabric.” Unfortunately we would not be able to provide a specific amount of how much glitter could shed due to many factors such as wear, fit, use, etcWhen our company was initially contacted, pictures of the glitter loss on the dress were requested but the customer did not feel they should have to send themWe cannot accept the dress back as a return because it was listed as “Final Sale- No Returns” and information on the glitter was providedWe apologize for any inconvenience this may have caused! If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.Best Regards,Customer Relations Team Leader

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI just don't want any other person to have to fight for months like I did to get their money backOver looking their messages I could see some things that were not the truth but in the end im happy that I FINALLY got some of my money backIn the end they were very unresponsive and I will NEVER deal with this company in the futureThey have poor customer service and were quite rudeI don't think they brought all of the truth to the table but it's over now and I'm not dealing with them anymoreThank you again!
Regards,

Ms*** placed an order on our company website on April 13, checking that she had read and agreed to our Terms and ConditionsThe order was immediately processed and shipped directly to confirmed addressUPS package tracking shows merchandise was delivered on April 17, Our records
indicate the next communication we received was on May 26, when Ms*** spoke with our customer service representative and requested a return authorization numberOur customer service agent did explain that they could not issue a return authorization without manager approval for it was well beyond the agreed upon day return allowanceOur customer service representatives sent Ms*** an email on May 27th requesting pictures of the dress showing that all original tags were still attached and we would be willing to make an exception and issue the return authorization needed to return merchandiseTo date we have received no response, no other communication, nor have we received any returned merchandiseUpon receipt of this complaint we have again reached out to Ms*** via email to extend a one time exception to our return policy and allow her to return less the appropriate restocking feeOnce we have spoken with Ms*** the return authorization number will be issued and emailed directly to her, along with a UPS return shipping label if she chooses to utilize that feature.Please contact our customer service * *** or respond to the email sent yesterday so we can get this situation taken care of for you.Best Regards,*** ***Order Services Manager

Order was returned to us and arrived back to the warehouse on 9/All returns are checked in and inspected at the warehouseThis item was said to have damages consistent with a worn dress, including the smell of perfume, odor under the ams, and damage to the skirtIt was stated the
order was being returned due to sizing and no further issues were mentionedWhen a dress arrives back to us in such condition, it is thoroughly inspected and when the customer contacted us about this return, it was inspected again with the same resultsThe customer was provided with the option of having the dress shipped back to her location, and this was done on 9/20/with the dress arriving back on 9/25/The dress is now in the possession of *** *** and we would not be able to issue a refund at this timeIf there are any further questions or concerns in regards to this matter, please feel free to contact us.Best Regards,*** **Customer Relations Team Leader

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.
They have not, however, guaranteed my refund until they inspect the dresses I returned Pictures were also sent
Regards,
Pattie Hamilton

Order was placed on 4/with a Due to Ship date of 4/It was able to go out sooner and UPS states it was delivered on 4/On 4/we were contacted letting us know the box was empty and a damaged claim was started with UPS and we offered a replacement for the missing dress but it was
declinedOn 4/UPS let us know that a third attempt was being made to pick up the box for the investigationWe see that a local UPS facility worker was to contact the customer on 5/to make sure the box was retrievedThe investigation can then take up to business daysAt this time, we must wait for UPS to complete the claim before we can take any actionBecause a replacement dress was denied, there is nothing further that can be done until UPS completes this and contacts usThe customer has been provided this information via chat today, 5/3, as well If there are any further questions or concerns in regards to this matter, please feel free to contact us.Best Regards,*** **Customer Relations Team Leader

Order was placed on 9/and received by the customer, *** ***, on 9/ As stated in our return policy, the customer will have days to obtain a return authorization number to send the dress back to usOur full return policy is located on our “Returns” page and also in
the Terms and Conditions agreed to at the time of the order When we were contacted on 10/the request for a return was denied because it was after the policy time frame and also the event date listed in the orderAs a one time exception we will be reaching out to the customer with an agreement to look into taking the dress back as a returnIf you have any further questions or concerns in regards to this matter, please feel free to contact me directly
Best Regards,
*** ***Customer Relations Team Leader

Ms*** please an order on our company website on April 3, for an item that was unfortunately sold out and not available to shipAs a courtesy for this issue a sold out $coupon was issued and emailed directly to Ms***' provided email addressThe sold out coupon was valid for a
period of year from date of the orderUnfortunately this coupon expired on April 4, and prior to this Revdex.com complaint we were not aware of contacted by Ms*** to request an extensionHowever, upon receipt of this notification, Ms***' coupon code has been extended until 9/30/as a courtesyWe hope this will give Ms*** time to take advantage of the code on a new orderOur customer service representatives will also be reaching out to her today to explain this extension and provide the code as well as new expiration date of coupon.If you have any further questions or concerns, please feel free to contact me directly.Best Regards,*** ***Order Services Manager

We are sorry to hear the customer, *** ***, has rejected our resolution to the complaintA discount of 50% was offered for the dress that was alteredThe only way a full refund could have been issued was returning the item back to us within the return time frame before it was altered and wornIf the 50% discount is to be accepted, we will need the customer to reply to the email sent on 10/If there are any further questions or concerns in regards to this matter, please feel free to contact us.Best Regards,*** **Customer Relations Team Leader

Order 3872975 was placed on 1/7 and scheduled to ship on 1/12. Unfortunately there was an error on the site and the incorrect images were displayed. This order was cancelled for the customer and the full amount was refunded on 1/13. The dress was $249.00 USD and shipping of $50 USD for a total of...

$299.00 USD. Because we have refunded the full amount of the order, we would not be able to provide the customer with any additional funds. They must contact their financial institution to discuss any further discrepancies. The customer has been contacted with this information to further clarify and to provide a coupon as an apology. If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.
Best Regards,
[redacted]Customer Relations Team Leader

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. They did the right thing by cancelling the order and refunding the amount to my credit card. Thank you for your involvement. 
Regards,

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.This manager is not sorry of the inconvienece I experienced. They made a bunch of false notes, they are able to alter their notes and I believe they did this to benefit themselves. The customer service rep never repeated the order to me or I would have corrected her on the address when I did see the email with the incorrect address I called them right away they told me the dress was delivered already and they would contact ups to see if they can get the dress picked up and delivered to the right address (this was never done) they were suppose to call me back they never did which I can provide my phone records theynever called me once I had to keep calling them several times. One supervisor advised they would refund me which at the time it was nieces prom I did not want a refund I just wanted the dress. I was told they would call me back I sent a picture of google maps with the address they should have shipped to  because one of the supervisors asked me to do this. They still did not call me after that. I contacted UPS my self they told me a call tag was never issued so they couldn't try to go get the package from the incorrect address. The UPS driver never got a signature they just put the name on the package as the person who accepted the package. When I asked for a copy of the signature so I could go to the address myself this could not be provided. I called and spoke to another customer service rep asking for the CEO contact information I was told we are not allowed to give this information I then said why not you are suppose to give this information if a customer ask. I wanted the CEO to know what is going on and possibly step in the would not give me the information they wouldn/t even give me his name I went online and googled his name but his address didn't come up so I did not know where to send the letter. I spoke to 3 different supervisors or managers they would never call me back I had to keep calling then they said they could not refund me. This is not fair to me to have to pay for something I didn't receive and that the company's rep made a mistake on my address. Then they did not want to help me at all. They were never given given 3 different addresses I stated to them the incorrect address they shipped to and the correct address it should have been. Why didn't they notate they never gave me back a follow up call or that the first supervisor I spoke with said they would refund me or that they refused to give me the CEO information if they document everything this should have been documented as well. UPS told me if the merchant made a mistake on the address then they are not responsible for it and the merchant should reimburse me but because they don't want to reimburse me is why they are trying to fight this but they were wrong.

[redacted] placed order 4035032 on 4/24/17 on for a dress and the item was received on Wednesday, 4/26. As stated in our return policy, the customer will have 7 days to obtain a return authorization number to send the dress back to us. Our full return policy is located on our “Returns” page,...

in the Terms and Conditions agreed to at the time of the order and a previous order was returned per our policy. The hemline on this short dress is a rolled hem which adds volume to the dress and would be very obvious upon arrival. When contacted on 7/24, profanity was used towards our customer service representatives and the request for the late return was denied. We always try to make exceptions when possible but we are not able to accept a dress back that has been out of our hands for almost 13 weeks. The customer will be contacted again with this information. If there are any further questions or concerns in regards to this matter, please feel free to contact us.
Best Regards,
[redacted]
Customer Relations Team Leader

UPS Tracking on the return label provided, [redacted] shows that merchandise has not reached our warehouse yet. It is currently scheduled to arrive at the warehouse today, June 4, 2015 and will then be inspected and processed. Once this is completed the appropriate refund will be issued as previous agreed upon. You will receive an email as soon as the refund has been issued as well. Please understand we currently receive hundreds of packages daily and have to physically open and inspect each before any credit can be issued.Best Regards,[redacted]Order Services Manager

[redacted] placed order 3579726 on 3/29/16 on for two dresses and the items were received on 3/31. Unfortunately we did not receive any contact for a return authorization number and it was not created on our site either.  Once requested the return authorization number would have arrived to...

the email address on the order. Our full return policy is located on our “Returns” page and also in the Terms and Conditions agreed to at the time of the order. As a one time exception we have created the return authorization numbers for these two styles and they were provided to the customer by email.Order 3581336 was placed on 3/30/16 for one dress that was “Final Sale- No Returns” and it will state “This item is final sale and cannot be returned or exchanged.” on the dress page.  This information will also be shown throughout the checkout process and in the confirmation email. Unfortunately we are not able to accept the return of this dress as has been discontinued from our site.The customer has now been contacted with this information. If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.Best Regards,[redacted]Customer Relations Team Leader

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.
 
If this company had offered me a "coupon" initially I might have taken their offer.  Instead they refuse to accept responsibility and I will not spend any more of my money on their business which would obviously be required in order to use their coupon.  I find it very unprofessional and childish of them that the coupon "code" I was sent is worded the way it was.  Wondering if this company is run by 12 year old entitled children.  As they have suggested, I have contacted Visa in regards to how I can be charged a difference in US/Canadian exchange rates for a product that did not leave the country let alone their warehouse.  Please see below a copy of the last correspondence I received from Promgirl, to which I did not respond. 
 
Dear [redacted], We're contacting you in regards to your Revdex.com complaint. We greatly apologize for the error that occurred with you order! Because we have refunded the full amount of the order, we would not be able to provide any additional funds. Please contact your bank or financial institution to discuss any discrepancies with the amount. For your inconvenience we would like to provide you with a coupon code for $25 and it will be valid until 2/23/17. It is [redacted] and can be entered on the first page of the checkout. Thank you for your understanding! If you have any questions, please let me know! How would you rate my reply?Great    Okay    Not Good
Marissa
Customer Relations Team Leader
promgirl.com[redacted] Ready to be a prom rep? Register now and you’re on your way to earning rewards! Register Here
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