Privacy Pop

The customer opened a Return Request on Jan, 21st via our self-serve feature on our website and did not reach out to our Company until Feb, 5thHad she reached out prior to shipping the item back, we would have gladly troubleshot the issue she was experiencing with the Product as it Is an easy fix
She requested that we reimburse her for her return shipping costs, but we directed her to our Return Policy (located easily on our website) which states that the Customer is responsible for all return shipping fees unless the Product is Defective or due to a Warehouse Fulfillment ErrorSince the Product was already in transit to us, we informed her that our Quality Control Team would inspect and determine if the Product was truly Defective and let her know that typically the issue she mentioned is not considered a Defect since it can be easily rectifiedTypically, we request photos beforehand to determine this and if found to be Defective, we supply the Customer with a Prepaid Return LabelUpon arrival and inspection, our Quality Control Team saw that the supposed “Defect” on the Product was, in fact, something that only required a small adjustmentHowever, the tent was also returned in used condition with traces of hair, lint and misc debrisDue to this, the Customer was charged a Restocking Fee which is also clearly mentioned in our Return PolicyOur Quality Control Team is required to document and photograph Returns as they come in so we provided said photos to the Customer showing the signs of usage

The customer contacted us on Sat, Jan 7th after opening a Return Request and asked for instructions on how to fold the Product. She stated in this message that she was sent the wrong color. We responded on Mon, Jan 9th and requested a photo to determine if she was indeed sent the wrong item. When we...

received the photo, we confirmed with her that she was sent the correct tent and apologized if the color was not what she was expecting. We let her know, "We are very sorry that the color was not as you expected. We take every measure to ensure an accurate representation of product color, though we cannot compensate for the viewer's monitor or color settings." The Customer claimed she was sent a Green Tent instead of a Tan Tent. But at this time, we did not make any of our products in the color Green. The Customer requested that we reimburse her for her return shipping costs, but we directed her to our Return Policy (located easily on our website) which states that the Customer is responsible for all return shipping fees unless the Product is Defective or due to a Warehouse Fulfillment Error. The customer returned the Product and was issued a Full Refund less Original Shipping Fees.

Hello, This email is in response to Revdex.com Complaint ID: [redacted]. Item: Privacy Pop - Black, King Size Tent Order Placed: 11/30/16Return Opened: 12/27/16Return Received: 1/17/16 The customer contacted us on December 27th to initiate a return for his tent. We responded by...

informing him that his return request had been opened and also sent him a PDF copy of our Return Policy & Instructions which we recommended he read through entirely. The following directions are stated twice within the aforementioned document: "All items must pass a Quality Control Inspection. If the item(s) show signs of wear, dirt, hair, odor or similar conditions then a 20% Restocking Fee will be charged" "Make sure your Privacy Pop is in mint condition and free from any contaminants or odors to avoid a restocking fee" When the customer first messaged us requesting a return, he made no mention whatsoever about the box being damaged or the tent arriving dirty when he initially received it. This was never mentioned until after the customer contacted us regarding the restocking fee he was charged. We received the returned item on January 17th and our Quality Control Team inspected the tent. It had pieces of hair and lint (used) on the fabric which our Quality Control Team documented by taking photos of. As per our policy, the customer was charged the restocking fee. Prior customers who have chosen to return their product have taken the proper steps to ensure that the tent is cleaned before folding it and shipping it back so it's not an impossible task to complete. This customer failed to do so despite being educated on the stipulations of our return policy. When the customer contacted us on January 24th asking for clarification on his refund amount, we supplied him with an exact break down and also offered to forward him the photos taken by our Quality Control Team so he could understand why they came to their decision. The customer responded with the following statement: "Yes I'm sure when being removed from the package and repackaged it may have picked up some crap." Thereby acknowledging that the tent "may have" arrived in less than mint condition.  Addressing the customer's desired settlement, he may rest assured that we participate in several charity events throughout the year. Please let us know if we can answer any questions.   Thanks, [redacted] | 1919 Alton Parkway, Irvine, CA 92606O: 888-878-2047