Penny Lee Trucking, Inc.

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
I haven't received any messages from her on Facebook and was never notified of any message being sent my way. Had the store still been open when we tried to contact them by phone at the end of the business day, then perhaps I would have gotten in contact with someone there to discuss it however the day I was there, another customer was at the register trying to return an item and was upset and was told "sorry that is our policy to only offer exchanges". Given the example I witnessed that day, why would I think anything otherwise would be the result for me? At checkout, it was repeated again to me this time that it is exchanges only within the first days at which point I informed the girl that we should be fine because I had already tried on the garment and knew it fit. I never would have expected the item to fall apart on the first wear and in the first wash especially considering the price of the item. I expected better quality. The next day was day and I was not able to go all that way so since I was shown the example of their policy via the other customer and told about their policy at checkout and it says on their receipt about days, tell me why I would think the rules didn't apply to my purchase irregardless of the situation. To have my post deleted on Facebook is in poor taste. If someone came to my business either in person, on the phone or in writing as such on Facebook and had a problem, I would be more than happy to show my other customers that I'm willing to work with an unhappy customer to resolve an issue. To me, that speaks volumes about a business if there is a problem and they are willing to work it out. But to have my post deleted within minutes and then again within minutes after the next one instead of responding to me showed me they wanted to brush me under the rug and hope I'd just go away and that was very upsetting. Had I actually received a message via Facebook, I wouldn't have been so upset and would have gladly responded but again, I have nothing in my inbox from this person and the fact there was no response back from me, should have thrown up a red flag to this manager that maybe I didn't get her message.I'm not closed off to working with them at all and would be more than willing to see if I could even find another top in the store prior to a refund. My sizing is hard to fit into clothes which is why I was so thrilled with this top because it actually fit. I don't know if I'd be able to find another top I like or one that fits but I'm willing to look first before taking a refund but I don't want to travel all that way, if those terms are not agreed to first
Regards,
*** ***

In regards to ID: [redacted],    A customer who purchased an item from our store posted on edie Lake Geneva's Facebook page claiming that the item purchased was defective after she followed the care instructions on the label. She also stated that she was disappointed in our store's...

return policy that states a store credit or exchange will be given within 14 days of purchase. As manager of the store, I deleted the negative comment she left on our page and personally messaged her saying, "Hi [redacted], before posting something negative about our store, please give us the opportunity to correct the situation." Shortly after, she posted again on edie's Facebook page that she was upset we deleted her post and that it is in poor taste to not stand behind our product. If she had initially contacted our store with the issue, instead of posting it publicly, we would have gladly refunded her for the defective product; however, she did not attempt to contact us privately and ask if we had exceptions to our return policy. Additionally, we would have wanted the product returned so we could contact the manufacturer about the product. We stand behind our products 100% and strive on providing the best customer service. I find it to be a poor decision by the customer to negatively accuse us of something when she did not even take the proper action in going about the situation and assumed that we were not going to resolve it.         If, after contacting us privately, her standards were not met, it would have been completely understandable and expected that she post publicly to the Facebook page. I also understand that it would be a hassle to return to our store in Lake Geneva to receive a store credit or exchange the product, but in my opinion, it is a risk that you take when buying from a store away from your city of residence. We would have been absolutely happy to refund her if she had taken the proper steps as listed above.Regards, edie Boutique, Lake Geneva