Prom Girl

[redacted] placed an order on our company website on February 19, 2014, providing a event wear date of March 14thThe order was processed and shipped directly to card holder's confirmed addressUPS package tracking shows merchandise was delivered on February 25, We were just contacted by [redacted] on March 22, requesting a return authorization stating merchandise was defectiveOur customer service representative advised [redacted] that it was beyond our return policy, and the given event date had passed so we would not be able to issue a return authorization [redacted] expressed that the event was for a later date and the shoes had not been worn and provided pictures for our reviewOnce [redacted] 's reported issued was escalated to one of our customer service managers it was approved for return authorizationWe have issued and provided [redacted] with a return label to send the defective merchandise backUpon receipt a replacement pair of shoes will be sent to [redacted] If you have any further questions in regards to this matter, please feel free to contact me directly Best Regards, [redacted]

Unfortunately, our records and those of UPS denote that merchandise was delivered to address provided by card holder when placing the orderUPS package tracking confirms merchandise was signed for upon delivery and therefore any further investigation will not be opened per UPSUPS 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 wellAt 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 bankAt this time no further action can be taken in regards to this matterIf we receive any returned merchandise from Ms [redacted] , we would be more than happy to make an exception to our return policy allowance time and issue appropriate refund upon receipt and inspection Best Regards, [redacted] Order Services Manager

Order was placed on 10/by [redacted] for a dress that states “This is a sale item and may be returned for store credit only!” when the item was purchasedThe 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 disclosedThe 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 refundOnce we receive the return and it is processed, she can be refunded in the amount of $29, the full price of the dressUnfortunately the $shipping fee will not be refunded as this amount was used by UPS to deliver the package as requestedWe 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 directlyBest Regards, [redacted] Customer Relations Team Leader

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,

I loved my dress! It looked slightly different than the picture but it came the night that it said it would

Ms [redacted] placed an order with our customer service representative on May 22, Prior to submitting the order for placement all information enter was read back to customer for confirmation, as that is our company policyOnce 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 placedUPS package tracking shows merchandise was delivered and signed for on May 27, We were then contacted by Ms [redacted] on May 28th, stating shipping address on the order was incorrectOur 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 packageUpon 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 onfileWe 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 addressUpon researching our customer service agents were not able to verify the new provided address as validMs [redacted] then provided a third address, one of her sister stating this is where the merchandise was suppose to be shippedWe contacted UPS several more times in an effort to open an investigation for Ms [redacted] continued to express frustrations with the situationHowever, 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 deliveredUnfortunately 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 orderOur 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; [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, 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 favorWe 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 Manager PromGirl LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I will file another complaint with Prom Girl Regards,

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

Our records indicate Ms [redacted] placed an order on our company website on April 13, It was processed immediately and shipped directly to provided addressWe were then contacted by Ms [redacted] on April 15, reporting a merchandise received was damagedOur customer service agents issued a return authorization and returned Ms***'s call the following day explaining return for replacement procedureOn April 16, the request for a replacement was issued and our records indicate a replacement is shipping today, April 17, 2015, under UPS package tracking number: [redacted] We have also upgraded Ms***'s shipping to UPS Overnight as a courtesy in regards to this matterOur customer service representatives attempted to contact Ms [redacted] today to pass this information along but the phone number provided when placing the order has a voicemail that is full and we were not able to leave a messageThe replacement dress again is shipping today with UPS Overnight delivery and should be delivered on the next business day, Monday, April 20, 2015.If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.Best Regards, [redacted] Order Services Manager

*** *** placed an order on our company website on October 25, 2013, providing an event date of November 21, The order was processed and shipped as customer selected to her provided addressUPS package tracking shows merchandise arrived on October 29, We did not received any further
communication from *** *** until December 6, 2013, at which time *** *** sent an email stating the zipper of the dress had brokenOur customer service representatives apologized for the situation, but were not able to issue a return for the allotted return time, and customer's wear date had passedAt that time the situation was elevated to a managerOur customer service manager corresponded with *** *** via email and found that the dress had already been alteredUnfortunately once a dress has been altered we are not able to accept returnHowever, we did offer to make an exception to the return policy *** *** agreed to when placing the order, and offered to either provide *** *** with a discount off the cost of the merchandise, or a refund of cost of having the zipper repaired locallyWe continued to communicate with *** *** and offered up to 50% off the cost of the dressHowever, *** *** did not respond to our offer, our records indicate our last correspondence with *** *** was on February 19, 2014, and to date we have heard nothing further.
At this time our offer still standsUnfortunately we can not accept any altered merchandise as a return, but are more than willing to work with *** *** in regards to this matterAgain, we are willing to either refund 50% off cost of the dress, a refund in the amount of $74.50, or *** *** can have the zipper repaired locally and upon receipt of a detailed invoice we will refund for the cost of the repairsPlease advise as soon as possible if you'd like to proceed with either of these options, so we can have this addressed as soon as possible
If you have any further concerns in regards to this matter, please feel free to contact us
Best Regards,
*** ***
PromGirl LLC

Horrible customer service! Promgirl stated that my dress would ship on 2/25/I purchased the dress in December, I found out today 2/23/that the dress is unavailable and I would have to wait until April 15, to receive my dressI called weeks ago and reminded Promgirl that my wedding is March 19, Now I am stuck without a dress and my $that I paid Promgirl has NOT been refundedThis place is a joke and extremely unprofessional

Our
contact information is the same as PromGirl.com because we are the same company Our physical address is listed on our site and it provides that SimplyDresses.com is part of PromGirl, LLC http://www.simplydresses.com/info/contactus We are an authorized retailer of the designer Mori Lee and we are shown as such on their website when entering our zip code of http://www.morilee.com/services/findaretailer?
Order was placed on 2/29/for a dress that stated “Due to Ship: Mar 2016” when the order was placedThis dress marked as “Due to Ship” means we have already ordered this dress and are waiting for it to arrive Based on our latest update, we expect it to be ready to ship out to you on the date listedOur Terms and Conditions agreed to at the time of the order do state that once an order is placed, you cannot change, alter, or cancel your order in any way We do have our Terms and Conditions listed on our site as well(http://www.simplydresses.com/info/terms-conditions)
As an exception we are willing to submit the order for cancellation The customer has been contacted with this informationIf you have any further questions or concerns in regards to this matter, please feel free to contact me directlyBest Regards,
*** ***
Customer Relations Team Leader

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,

Ms*** placed an order no our company website on February 26, for a dress that stated; "Backordered, Due to Ship: April 24, 2015." The scheduled ship dates are displayed on the details page for each dress on our site as well as throughout every screen of the checkout processOnce the
order was placed it was immediately processed and confirmed with the designer, reserving the piece for Ms***Our records then indicate we were contacted by Ms*** on March 16, requesting to expedite the shipmentOur customer service representative explained to Ms*** that the piece was on order directly with the designer and we were not able to ship up the production time or cancel the order, as per the agreed upon company Terms and Conditions, once the order has been placed we are not able to change, alter, or cancelThis is due to the fact that we had already reserved the piece specifically for Ms*** upon placing the orderOur records currently indicate the merchandise is with UPS in transit to Ms***, under UPS package tracking number: *** I have noted Ms*** order that if she does not wish to keep the merchandise, upon receipt she may contact us for a prepaid return shipping labelWe are willing to make an exception to our return policy that was also agreed upon prior to placing the order, which states customer's are responsible for the return shipping cost and there is a 10% re-stocking fee on all returns for refundsWe are willing to waive the restocking fees associated with this order and will provide Ms*** a free return shipping label to utilize for returning the merchandise upon receiptShe will simply need to contact us at *** upon receipt of the merchandise to receive this label.If you have any further questions or concerns in regards to this matter, please feel free to contact me directly.Best Regards,*** ***Order Services Manager

*** *** placed an order on our company website on September 9, 2014, providing a wear date of September 20, and checking that she had read any agreed to our company Terms and ConditionsThe order was immediately processed and shippedUPS package tracking for the orders shows merchandise was delivered on September 15, Our records indicate we did not receive any further communication from *** *** until September 29th at which time a return authorization number was requestedOur customer service agent did explain that it was past the allotted return policy time frame and the customer's provided wear date, therefore we would not be able to accept the return.
However, we will make a one time exception to this policy and allow *** *** to return her merchandiseOur customer service manager should be reaching out to *** *** shortly and will provide a RA number to utilize when returned the merchandiseUpon receipt the merchandise will be inspected for any signs of wear, if found to be wore merchandise will be returned to customer, if found to be free of any signs of wear, with tags still attached return will process under our return policy.
Our Return Policy states: "If for any reason you are not completely satisfied with your purchase you may return your merchandise for store credit or refundA 10% restocking fee will be applied to refundsNO RETURNS ARE ACCEPTED FOR ANY ITEMS MARKED "FINAL SALE" RETURN INSTRUCTIONS You must request a return authorization number from us within days after receiving your order.Place your item back in the bag or box with your original packing slipClearly write your return authorization number on the outside of the return package. Your return must be postmarked within days of requesting your return authorization number.Items must be unworn, unwashed, and with tags attached in order to be accepted as a return. Once your item is received and inspected, we’ll send you an email notification that your refund or store credit has been processed."
I have attached a copy of the customer's original order complete with all customer service notes, a copy of the original UPS package tracking, and our previously agreed upon Terms and ConditionsIf you have any further concerns, or need additional information please feel free to contact me directly

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. For your reference, details of the offer I reviewed appear belowThis manager is not sorry of the inconvienece I experienced. They made a bunch of notes, they are able to alter their notes and I believe they did this to benefit themselvesThe customer service rep never repeated the order to me or I would have corrected her on the address when I did see the email with the incorrect address I called them right away they told me the dress was delivered already and they would contact ups to see if they can get the dress picked up and delivered to the right address (this was never done) they were suppose to call me back they never did which I can provide my phone records theynever called me once I had to keep calling them several timesOne supervisor advised they would refund me which at the time it was nieces prom I did not want a refund I just wanted the dressI was told they would call me back I sent a picture of google maps with the address they should have shipped to because one of the supervisors asked me to do thisThey still did not call me after thatI contacted UPS my self they told me a call tag was never issued so they couldn't try to go get the package from the incorrect addressThe UPS driver never got a signature they just put the name on the package as the person who accepted the packageWhen I asked for a copy of the signature so I could go to the address myself this could not be providedI called and spoke to another customer service rep asking for the CEO contact information I was told we are not allowed to give this information I then said why not you are suppose to give this information if a customer askI wanted the CEO to know what is going on and possibly step in the would not give me the information they wouldn/t even give me his name I went online and googled his name but his address didn't come up so I did not know where to send the letterI spoke to different supervisors or managers they would never call me back I had to keep calling then they said they could not refund meThis is not fair to me to have to pay for something I didn't receive and that the company's rep made a mistake on my addressThen they did not want to help me at allThey were never given given different addresses I stated to them the incorrect address they shipped to and the correct address it should have beenWhy didn't they notate they never gave me back a follow up call or that the first supervisor I spoke with said they would refund me or that they refused to give me the CEO information if they document everything this should have been documented as wellUPS told me if the merchant made a mistake on the address then they are not responsible for it and the merchant should reimburse me but because they don't want to reimburse me is why they are trying to fight this but they were wrong

We’re very sorry to hear that the customer is unsatisfied with the outcome We do understand that glitter shedding from a dress can be undesirable for a formal gownThe dress sold was 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.” Unfortunately we would not be able to provide a specific amount of how much glitter could shed due to many factors such as wear, fit, use, etcWhen our company was initially contacted, pictures of the glitter loss on the dress were requested but the customer did not feel they should have to send themWe cannot accept the dress back as a return because it was listed as “Final Sale- No Returns” and information on the glitter was providedWe 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 directlyBest Regards,
Customer Relations Team Leader

We have reviewed the customer's order and all representative notes as well as complaints made to the Revdex.com in regards to this matterUnfortunately our company cannot accept any returned merchandise that has been altered in anyway and since MsBrown has acknowledged the dress was hemmed we cannot accept the returnHowever, as a courtesy in regards to this matter, *** *** has been issued a full refund in the amount of $to Mastercard used to place this order
If you require any further information in regards to this matter, please feel free to contact us directly
Best Regards,
*** ***
Order Services Manager

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complaint for return policy*** *** is a 3rd person Logistics companyWe ship for our client Prom Girl, we do not setup policies, approve or deny returnsThe complaint needs to be changed and forwarded to Prom GirlThe address for Prom Girl is as follows: Prom Girl North Broad Street, Middletown, DE I thank you for your complete and kind cooperation in this matterPlease kindly confirm the changeBest Regards *** *** Accounts Payable *** *** *** *** *** *** *** ** ***
Sent on: 10/14/10:22:AM

*** *** placed an order on our company website on April 7, The order was processed and shipped via USPS SurePost on April 7thUnfortunately, we have found that packages shipped via Surepost were taking extended amounts of time for deliveryWe do apologize for any inconvenience or
frustrations this may have causedAt this time we have issued a full refund in the amount of $to *** ***'s card used to place the order We have also opened a claim with the USPS in regards to the delivery of the package and just ask that *** *** contact us if the delivery is made, we will then send a prepaid label to retrieve the merchandiseAgain, we are truly very sorry for the delay in regards to this shipment and have issued a refund in full.
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