Occasion Brands, LLC

In regards to order 3990063, an exception was made and $40 was issued to customer [redacted] via PayPal on December 14, 2017. The customer was notified of this by email on 12/19. 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

Ms. [redacted] placed an order with our customer service representative on May 22, 2015. Prior to submitting the order for placement all information enter was read back to customer for confirmation, as that is our company policy. Once verified the order was submitted by our customer service...

representative for processing and shipping and Ms. [redacted] was immediately issued a order confirmation with all the details of the recent order placed. UPS package tracking shows merchandise was delivered and signed for on May 27, 2015. We were then contacted by Ms. [redacted] on May 28th, 2015 stating shipping address on the order was incorrect. Our customer service representatives explained merchandise had already been shipped and delivered, so we would need to contact UPS and start an investigation in regards to this package. Upon contacting UPS to start package investigation, we were advised that package was signed for by an adult at the provided address with last name [redacted], therefore UPS would not start investigate for delivery confirmation was onfile. We contacted Ms. [redacted] and provided this information, she then became upset with our customer service and provided a different shipping address, stating that merchandise should have been sent to this updated address. Upon researching our customer service agents were not able to verify the new provided address as valid. Ms. [redacted] then provided a third address, one of her sister stating this is where the merchandise was suppose to be shipped. We contacted UPS several more times in an effort to open an investigation for Ms. [redacted] continued to express frustrations with the situation. However, UPS repeatedly informed our customer service and managers that the signature on file match all other signatures onfile for [redacted] and original address provided is where merchandise had been delivered. Unfortunately we were not able to open an investigation into this package for it was delivered to the original address provided by Ms. [redacted] when placing her order. Our records do not indicate Ms. [redacted] ever requested contact information for our company CEO, or she would have been directed to send any correspondence she felt necessary to our primary office; 1[redacted]. Our records further indicate Ms. [redacted] disputed these charges with her credit card company on June 25th and then re-disputed again on September 11, 2015. At which time, we provided her credit card issuing bank with all information we had in regards to this order and shipment and the case was closed in our favor. We are truly very sorry for any frustrations Ms. [redacted] may have in regards to this transaction, but our records, and those of UPS conclude merchandise was shipped to address originally provided at time of order and package was signed for at said location by [redacted]. Please find attached a copy of the customer's original order complete with all customer service representative notes, and a copy of the UPS package tracking for merchandise. Best Regards, [redacted]Order Services ManagerPromGirl LLC

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,

Order 3548484 was received on 3/29/2016. 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 and also in the Terms and Conditions agreed to at the time of the...

order.  When we were contacted on 4/21 the request for the late return was denied because it had been almost a month since the item arrived and also past the event date listed in the order. As a one time exception we will be reaching out to the customer with an exception to take the dress back as a return. 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 [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
I response to Prom Girl: Prom Girl never stated a $40 coupon towards future purchases.  The offered a $40 refund due to incorrect sizing that was falsly presented on their webpage.  They did changed their minds on the $40 when I inquired that the refund was still not credited to my PayPal account.  I contacted PayPal and they stated that there is no problem with them crediting my account.  I even went as far as to send the a refund request through PayPal if they were not able to due within the original transaction for their accounting purposes.  Since PayPal said that there is no cause for Prom Girl not to refund the amount agreed upon, they have sent Prom Girl an email as well that if they do not refund said monies, that their PayPal account may be suspended.  A follow up is taking place with PayPal to assist in this matter.   [redacted]

Customer Tracy-Lee contacted us on 3/20 for a return of order 3953473. She requested an even exchange for a smaller size. Our system only allows an even exchange for items with a certain amount in stock at our warehouse. Due to this limitation, exchanges are not shown as an option in our return...

policy. We let the customer know we couldn’t even exchange but they are welcome to a store credit, or if they prefer to place a new order right away for the smaller size, they can be refunded for the return and the restocking fee would be waived. An exchange as requested is not possible because there is only one size 12 in stock. It has now been two weeks since the dress arrived and our return policy allow for 7 days. Because we were contacted, we will still allow the return of the dress but we still have only the options originally provided. We are able to issue a store credit for the item or a refund less the 10% restocking fee per our return policy. The customer will be contacted again with our only available options. 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

We do apologize the customer is not satisfied with the resolution of the concern.  After further investigation, the difference in exchange rate appears to be much less than the customer has stated.  As mentioned, we refunded the customer in full and would have no way to provide any additional funds. Because our hands are tied, we offered the coupon code as an apology. The wording of the coupon was not intended to be unprofessional or childish. The “SAD” stands for “Satisfy All Disgruntled” and is simply a way to track what the code was created for and help mend the situation. We do our best to satisfy all of our customers but unfortunately we are not able to refund more than the total of the order.  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

Order 4014011 was placed on 4/13 under the name of [redacted].  This order was shipped out and arrived to the customer on 4/17. We were contacted on 6/20 for a return and at that time it was denied. Our return policy allows for the customer to have 7 days to request a return...

authorization number from our site or by contacting us. Sometimes extensions are provided to customers but they would be for an additional week or two, but never over two months. When a dress is out of our possession for this amount of time, it cannot be sold on our site as a new item. The customer was told that she would receive a call back from a supervisor and we spoke with her again on 6/22 via incoming call and 6/23 which was an outgoing call from the supervisor. The phone call from before the order was placed occurred on 4/13 and was not deleted as the customer has indicated. This call was reviewed by 2 team leaders and 1 manager but did not have any mention of a two month extension, which is extension our company cannot provide. We also asked for any additional phone numbers if there was a separate call but no further information was provided. An email correspondence resulted from this  review, that was also posted on a review site, taking place in the end of June and beginning of July. At that time, we explained the return could unfortunately not be accepted after being reviewed again. 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

Order 3913706 was placed on 2/17/17 and received by the customer, [redacted], on 2/27/17.  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 and also...

in the Terms and Conditions agreed to at the time of the order.  When we were contacted on 3/20/17 the request for a return was denied because it was after the policy time frame and also the event date listed in the order. We try to make exceptions when possible but unfortunately this dress is no longer sold on our site. 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

Order 4136801 was returned to our warehouse on 9/08 and the customer, [redacted], stated there was a problem with the hooks and eyes on the dress received. Our return policy states it can take the warehouse up to 5-10 business days to process a return from when we get the dress back. The...

item arrived to us and was inspected, then placed with other dresses that have damages so as to not be added back into inventory. Unfortunately it did take 11 business days to process and we greatly apologize for the one day delay of the refund. The customer was refunded in full, including the shipping costs, in the amount of $221 on 9/25. She was also contacted directly 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

Ms. [redacted] placed an order on our company website Friday, September 25th at 11:53PM for a dress that stated; "Future Stock: October 1, 2015." The order was immediately processed and her piece was confirmed from our stock scheduled to arrived from the designer on October 1st. However, in the meantime...

on September 28, 2015 Ms. [redacted] contacted our customer service requesting to cancel the order. Our customer service representative advised that per the agreed upon company Terms and Conditions, once an order is placed we can not cancel or alter for we have already purchased from the designer and are awaiting arrival of the special order merchandise. Ms. [redacted] became upset with our customer service and explained that she believed selecting the upgraded shipping method would have ensure a quicker arrival. Our customer service did advise that it selecting this shipping, would indeed secure the quickest possible arrival of the piece once available for shipping on October 1st as stating on the website, and throughout the checkout process. Ms. [redacted] then advised our customer service that she would just contact the Revdex.com and hung up on our agent. We have as a courtesy in regards to this matter contacted the designer and cancelled the order. Ms. [redacted] has been refund in full to the PayPal account used to place this order.Best Regards, [redacted]Order Services Manager

Order 3641720 was placed on 4/25/16 for a dress that was “Final Sale- No Returns” and it stated “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, agreed to in the Terms and Conditions, and in...

the confirmation email. The selected dress is 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.”  Our customer service agent was waiting for a response from a supervisor and not attempting to disconnect the customer.  If disconnected, the phone number is located in the order for future contact. We did request pictures of the glitter loss on the dress but did not receive an email. We are unable to accept the dress back as a return because the dress is a final sale item and information on the glitter was provided.The customer will be 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

All lies.  At the time, the dress was in stock because I bought it (as a result of ME buying it became sold out).  Also the dress has been delivered to me and it is the SAME style number by MINUET.These crooks are engaged in ILLEGAL false advertising and are now trying to cover up with ridiculous lies. Unfortunately this complaint form only allows me to upload 4 pictures at a time. But I have screenshot the ENTIRE conversation with their customer service. I also have a screenshot of the dress on their site which shows the style number and I have a screenshot of the other website with the dress. I have copies of my order confirmation email which shows the style number from the other website and I now have the dress in my possession. Promgirl.com are dishonest LIARS. End of story.

Order 3990063 was placed on 4/2/17 by the customer, [redacted], and the dress was received on 4/05/2017. The customer contacted us on 4/8 to say the sizing wasn’t the same as the size chart, but chose to keep the dress and have it altered to fit. On 5/30 she informed us that she was waiting on...

the detailed receipt from the seamstress that we requested to look into a possible discount. Then, on 9/1, a detailed email was received explaining what was done by the seamstress but it was not on a professional company letterhead. A receipt was finally sent to us on 11/15/17. Unfortunately PayPal transactions cannot be done this long after the order is placed so a refund is not possible. The customer was offered a $40 coupon or a refund of $40 on a new order since we do not have the option to refund any amount to this existing order. The customer will be emailed to offer these two available options. 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

Ms. [redacted] placed an order on our company website on February 28, 2015. The order was immediately processed and shipped directly to card holders' address, UPS package tracking shows merchandise was delivered on March 5, 2015 under UPS package tracking number: [redacted]. When placing...

the order Ms. [redacted] provided a wear date of May 9, 2015 for a senior prom. We did not receive any further communication from Ms. [redacted] until June 11, 2015, over a month after the stated event date and 3 weeks beyond the agreed upon company return policy as explained in the accepted Terms and Conditions. At that time Ms. [redacted] informed our customer service that the dress was falling apart causing her to not attend the event. Our customer service agents explained that it was beyond the allowed return time and given event date so a return authorization date would not granted without further research and manager approval. Upon checking social media accounts, we were indeed able to locate photos of Ms. [redacted] wearing the dress at the event. Our customer service representatives responded to Ms. [redacted] explaining the situation and that we can not accept returns on worn merchandise, but did offer to refund a portion of the cost as a courtesy to the customer. At that time we requested pictures of the damaged area and offered to refund 10% of the dress cost, but Ms. [redacted] declined the offer, stating she believed it should be more for she had to pay more to have the dress repaired. Our customer service representatives then requested a copy of the receipt for the repairs and did agrees to refund for those charges. A refund in the amount of $79.60 on June 18, 2015 for 20% off cost of dress while we awaited receipt of the cost of repairs. This refund was issued through our secure system that does not store any customer credit card information and thoroughly complies with all regulations. The refunds are issued per credit card transaction ID via our processing center. Upon receipt of the dry cleaners receipt for repairs on July 8, 2015 the additional refund in the amount of $25.40 was issued as balance owed. At this time Ms. [redacted] has been refunded in the total amount of $105.00, which she has proven were the costs for repairs to the dress. Therefore no further credit is due. I have also attached a copy of the customer's original order, complete with all customer services notes and email correspondence as well. If anything further is needed in regards to this matter, please feel free to contact us.Best Regards,[redacted]
[redacted]
[redacted]

Unfortunately, our records and those of UPS denote that merchandise was delivered to address provided by card holder when placing the order. UPS package tracking confirms merchandise was signed for upon delivery and therefore any further investigation will not be opened per UPS. UPS representatives have also informed our representatives that previous package shipped to same address have been delivered and signed for by card holder's last name as well. At this time we have provided ample information and documentation showing that order was placed with address provided, merchandise was then immediately shipped to provided address, and we have attempted to contact UPS in regards to package delivery several times and have been advised that an adult signature matching that of the name on the order was obtained.  Ms. [redacted] has disputed these charges with her credit card company as well and we have provided the same information showing merchandise was delivered and signed for upon receipt and therefore the chargeback has been reversed by the bank. At this time no further action can be taken in regards to this matter. If we receive any returned merchandise from Ms. [redacted], we would be more than happy to make an exception to our normal return policy allowance time and issue appropriate refund upon receipt and inspection. Best Regards,  [redacted]Order Services Manager

We do apologize that [redacted] does not agree with the terms of our price match policy. She has purchased the dress from a different site and does not have an order with us. At this time it is unclear what [redacted] wants to obtain from our company. 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

Order 4173201 was placed by [redacted] on 9/19/17. This dress was received by the customer on 9/28/17 but we were not contacted about any issues until 10/10. Because our return policy allows for 7 days and a replacement was not available at that time, we requested pictures of the defects. We are...

unable to confirm the dress arrived in that condition due to the time passed and an altered dress is not able to be returned either so a discount was offered as compensation. A 10% discount was denied by the customer on 10/12. The customer will be emailed to offer an additional discount and further consideration if a professional, itemized receipt can be provided. 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

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 Whom It May Concern; Prom Girl has offered to reimburse me 50% of the cost of the dress. However, it cost more to repair the dress than it cost to buy the dress, so I will not accept anything less than a full refund. My timeline, a letter/invoice from the seamstress, and multiple pictures all serve as adequate evidence that Prom Girl sent us a damaged dress.  The defects were visible only when we looked closely and in brighter light, which was the reason it was not discovered right away. 
Regards,
[redacted]

Order 3803334 was placed on 10/1 by [redacted] for a dress that states “This is a sale item and may be returned for store credit only!” when the item was purchased. The dress sold 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.”  We do understand that glitter shedding from a dress can be undesirable for a formal dress but it is typical for this style as disclosed. The customer was contacted yesterday and informed that we would make an exception and allow for a refund of the dress and the restocking fee waived for a refund. Once we receive the return and it is processed, she can be refunded in the amount of $29, the full price of the dress. Unfortunately the $17 shipping fee will not be refunded as this amount was used by UPS to deliver the package as requested. We 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,[redacted]Customer Relations Team Leader