*** *** made first contact with our Customer Support number on 12/1/We do have and offer a day money back guarantee as the customer did stateThe Customer Service Rep did inform her of the day money back guarantee again when she called and also informed her that she was
past the days*** *** placed her order on 9/9/2014, the days mark was on 11/7/2014, and she called us on 12/1/2014, which was day Our day money back guarantee does state that it starts from order date and the order must be returned to Returns Department by day Here is a link to Our Guarantee that our customers see on our website and the guidelines we follow at Perfect Origins: http://www.perfectorigins.com/our-guarantee.php%
[redacted] originally called us on 3/3/16 and spoke with a CSR. During this conversation the customer was informed that she was outside of her 60 days as it is stated on our website, "Perfect Origins wants you to be completely and perfectly satisfied, and that is why we offer a 60-day money back...
guarantee from the date you ordered your product(s)."Please see our link: [redacted] Each customer is informed of where to find the terms and conditions in multiple ways and multiple times after the original ordering process (it is also easily found throughout our website, home page, and presentations). The CSR did inform the customer that we will extend it an additional 30 days under the circumstances, not 60, the CSR also informed the customer of the date all 4 bottles needed to be back in our returns department and processed. The customer acknowledged this as well as the rest of the return instructions. Once we did receive the returned box, there was only 3 bottles in it and an RMA wasn't present. I do want to state that we are not concerned with the lack of RMA at this point. We received the returned box and was able to clearly identify the customer. We have made several attempts to contact the customer after the return was made to clarify the prorated refund in-which the customer refused to return our calls. We have also contacted the customer via email to request a callback to further discuss this and also to obtain a tracking number so we could further look into the weight of the box and proceed from there. We are more than willing to work with this customer for we already extended the money back guarantee for her since she was originally past the 60 days date, but we aren't able to further help the customer if the customer isn't willing to discuss this over the phone or send us a tracking link via email as requested. Please see attached. We simply request that the customer provide us with the tracking so we are able to thoroughly look into this further for we have attempted multiple times via phone and email to come to a solution without proper customer response. The emails are correspondence between the customer and Customer Service Manager over an extended period of time. The phone photo is her original call and the three attempts that were made to contact the customer with voicemail being left each time. The customer has yet to contact us via phone as requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
As of 9/17/15 there was complete understanding on the customer's behalf of the Return Process and Refund Process since she selected to Refuse the Order and not ship it back with a different tracking number. Please see attached for the Terms and Conditions of "Our Guarantee"or...
click http://perfectorigins.com/our-guarantee.php. As stated: It is your responsibility to pay the return postage and we recommend you send it to us with tracking or delivery confirmation to expedite the process and avoid delays. If a package is marked returned refused or undeliverable, we will happily refund the cost of your order minus the shipping fees related to the refusal of the package. Note: We must receive the bottle(s) within 60 days from the date you originally purchased the item, for the refund to be valid. It was explained in detail as the customer shows knowledge of and it was in fact told to her that a close follow-up would occur to insure a solution. The customer had complete access to the tracking number because it's the original tracking number that was sent in her confirmation email. By the end of the conversation, the Customer acknowledged all given information, was appreciative, and understanding.
Once this complaint was brought to our attention through the Revdex.com we immediately did a Customer search for [redacted] and we weren't able to bring any order up related to her name. I then used her email address, with that we were able to pull an order linked to it. As seen in the...
attached documents, the customer didn't complete the actual order and exited before all needed information was collected. This order was placed online by the Customer and not over the phone with any Customer Support Representative. We did place a phone call with a request call back from this customer on 2/6/15, but did not hear back from the customer. On 2/9/15 we "Rejected" the order because of zero received contact from the Customer. This means the order can't be updated any longer if the Customer did contact us and we would have to place an entire new order. With the missing information, the order wasn't processed and there wasn't any funds pulled from the provided credit card or any credit card related to this order (see attached). The order that was attempted to be placed was for two products that totaled $134.00 and not the quantity or amount [redacted] states. Again, this order wasn't ever processed and funds were never received from her or to us. With lack of response from the customer after a voicemail was left, we had no choice to close her order out as unprocessed. The emails she is receiving is because she did enter in her email address, but there wasn't an Order Confirmation email sent to her or a Shipping Confirmation email sent because the order wasn't technically completed or placed.
*** *** made first contact with our Customer Support number on 12/1/We do have and offer a day money back guarantee as the customer did stateThe Customer Service Rep did inform her of the day money back guarantee again when she called and also informed her that she was
past the days*** *** placed her order on 9/9/2014, the days mark was on 11/7/2014, and she called us on 12/1/2014, which was day Our day money back guarantee does state that it starts from order date and the order must be returned to Returns Department by day Here is a link to Our Guarantee that our customers see on our website and the guidelines we follow at Perfect Origins: http://www.perfectorigins.com/our-guarantee.php%
[redacted] originally called us on 3/3/16 and spoke with a CSR. During this conversation the customer was informed that she was outside of her 60 days as it is stated on our website, "Perfect Origins wants you to be completely and perfectly satisfied, and that is why we offer a 60-day money back...
guarantee from the date you ordered your product(s)."Please see our link: [redacted] Each customer is informed of where to find the terms and conditions in multiple ways and multiple times after the original ordering process (it is also easily found throughout our website, home page, and presentations). The CSR did inform the customer that we will extend it an additional 30 days under the circumstances, not 60, the CSR also informed the customer of the date all 4 bottles needed to be back in our returns department and processed. The customer acknowledged this as well as the rest of the return instructions. Once we did receive the returned box, there was only 3 bottles in it and an RMA wasn't present. I do want to state that we are not concerned with the lack of RMA at this point. We received the returned box and was able to clearly identify the customer. We have made several attempts to contact the customer after the return was made to clarify the prorated refund in-which the customer refused to return our calls. We have also contacted the customer via email to request a callback to further discuss this and also to obtain a tracking number so we could further look into the weight of the box and proceed from there. We are more than willing to work with this customer for we already extended the money back guarantee for her since she was originally past the 60 days date, but we aren't able to further help the customer if the customer isn't willing to discuss this over the phone or send us a tracking link via email as requested. Please see attached. We simply request that the customer provide us with the tracking so we are able to thoroughly look into this further for we have attempted multiple times via phone and email to come to a solution without proper customer response. The emails are correspondence between the customer and Customer Service Manager over an extended period of time. The phone photo is her original call and the three attempts that were made to contact the customer with voicemail being left each time. The customer has yet to contact us via phone as requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
As of 9/17/15 there was complete understanding on the customer's behalf of the Return Process and Refund Process since she selected to Refuse the Order and not ship it back with a different tracking number. Please see attached for the Terms and Conditions of "Our Guarantee"or...
click http://perfectorigins.com/our-guarantee.php. As stated: It is your responsibility to pay the return postage and we recommend you send it to us with tracking or delivery confirmation to expedite the process and avoid delays. If a package is marked returned refused or undeliverable, we will happily refund the cost of your order minus the shipping fees related to the refusal of the package. Note: We must receive the bottle(s) within 60 days from the date you originally purchased the item, for the refund to be valid. It was explained in detail as the customer shows knowledge of and it was in fact told to her that a close follow-up would occur to insure a solution. The customer had complete access to the tracking number because it's the original tracking number that was sent in her confirmation email. By the end of the conversation, the Customer acknowledged all given information, was appreciative, and understanding.
Once this complaint was brought to our attention through the Revdex.com we immediately did a Customer search for [redacted] and we weren't able to bring any order up related to her name. I then used her email address, with that we were able to pull an order linked to it. As seen in the...
attached documents, the customer didn't complete the actual order and exited before all needed information was collected. This order was placed online by the Customer and not over the phone with any Customer Support Representative. We did place a phone call with a request call back from this customer on 2/6/15, but did not hear back from the customer. On 2/9/15 we "Rejected" the order because of zero received contact from the Customer. This means the order can't be updated any longer if the Customer did contact us and we would have to place an entire new order. With the missing information, the order wasn't processed and there wasn't any funds pulled from the provided credit card or any credit card related to this order (see attached). The order that was attempted to be placed was for two products that totaled $134.00 and not the quantity or amount [redacted] states. Again, this order wasn't ever processed and funds were never received from her or to us. With lack of response from the customer after a voicemail was left, we had no choice to close her order out as unprocessed. The emails she is receiving is because she did enter in her email address, but there wasn't an Order Confirmation email sent to her or a Shipping Confirmation email sent because the order wasn't technically completed or placed.