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Mark Brewster
Jan (days ago)
tome
Hello ***
Sorry for the delay in replying to your mailI'd like to confirm the sequence of events that happened as I'm unsure that the complainant's claim is warranted as she has left out several details that I believe are keyWe absolutely 100% agree that *** sent the item back and it was received by our logistics company in New Jersey on 5th December However, the returns form was not completed (her order number or any identifying details were missing) and as our logistics centre receives hundreds of returns every day we need this information in order to identify the order and process the return*** contacted us on the 8th to follow up on how her refund was doingWe replied on the 10th (we have a 48hr response time for all customer queries) saying we normally needed a minimum of working days (plus 2-days for the money to reach her account) to process a refund*** then contacted us on the 17th December to chase her refundAs they normally happen automatically we now knew that something was up, so we requested she email us the tracking number for the packageShe replied to us on the 18th with a tracking number '1Z653E533008633912'However, we could not trace this *** tracking number and she again messaged us on the 22nd - we confirmed with her that we could not trace the parcel with the tracking number provided and asked her to confirm it on the 24thShe then reconfirmed the tracking number as '***' (note the difference in the numbers)A member of our customer service explained to her that the incorrect tracking number she supplied had caused the delay to her returnSo we could now finally match the returned item to her order, but this was on the 24th of December, which was for us the point at which we were able to process her returnPlease bear in mind it was from this time our logistics centre could process the return of the item, after which her refund could then be processedShe received her refund on the 5th of January, within our quoted working days for a refund, and at the very peak of our customer service and sales periodI sympathise with *** and her frustration with the delay in her refund, but we have very clear instructions on our returns form on what has to be completedIf this had been followed correctly we would not have needed to track her packageIf she had supplied the correct tracking number when first requested we could've traced her parcel and refunded her much quickerWe can happily supply an email trail of correspondence from our customer service system if requiredI look forward to your response,
Mark B***
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Mark Brewster
Jan (days ago)
tome
Hello ***
Sorry for the delay in replying to your mailI'd like to confirm the sequence of events that happened as I'm unsure that the complainant's claim is warranted as she has left out several details that I believe are keyWe absolutely 100% agree that *** sent the item back and it was received by our logistics company in New Jersey on 5th December However, the returns form was not completed (her order number or any identifying details were missing) and as our logistics centre receives hundreds of returns every day we need this information in order to identify the order and process the return*** contacted us on the 8th to follow up on how her refund was doingWe replied on the 10th (we have a 48hr response time for all customer queries) saying we normally needed a minimum of working days (plus 2-days for the money to reach her account) to process a refund*** then contacted us on the 17th December to chase her refundAs they normally happen automatically we now knew that something was up, so we requested she email us the tracking number for the packageShe replied to us on the 18th with a tracking number '1Z653E533008633912'However, we could not trace this *** tracking number and she again messaged us on the 22nd - we confirmed with her that we could not trace the parcel with the tracking number provided and asked her to confirm it on the 24thShe then reconfirmed the tracking number as '***' (note the difference in the numbers)A member of our customer service explained to her that the incorrect tracking number she supplied had caused the delay to her returnSo we could now finally match the returned item to her order, but this was on the 24th of December, which was for us the point at which we were able to process her returnPlease bear in mind it was from this time our logistics centre could process the return of the item, after which her refund could then be processedShe received her refund on the 5th of January, within our quoted working days for a refund, and at the very peak of our customer service and sales periodI sympathise with *** and her frustration with the delay in her refund, but we have very clear instructions on our returns form on what has to be completedIf this had been followed correctly we would not have needed to track her packageIf she had supplied the correct tracking number when first requested we could've traced her parcel and refunded her much quickerWe can happily supply an email trail of correspondence from our customer service system if requiredI look forward to your response,
Mark B***