Remishop

October 18, 2017Dear [redacted] :We are sorry to hear that our customer was unsatisfied with her experienceHowever, we were open to remedy the situation, but there was a number of factors that were beyond our control.The complaint states that we shipped the order to the wrong address, but we shipped to the address on the orderAlthough she states that she had updated her address on her account, we do not see this change on her account, and to make things more confusing, she has five different accounts on our online store all under different names and email addressesAll accounts have the same billing and shipping address, and on none of these accounts docs it reflcct the new address as the Default Shipping AddressFurthermore, our checkout process ensures that the customer can choose her billing and shipping address from either a list of saved addresses or that she can enter a new addressIf our system had made an error, the customer had the opportunity to enter the new address.We also state in our shipping policy that in order for address changes to be made on an order, the customer must contact us with the correct address before the order ships.Here is the section of our policy relating to changes and incorrect shipping information: UNDELIVERABLE PACKAGESPackages deemed undeliverable due to reasons including but not limited to an incorrect address, refusal to accept a package, or a failure to pick up the packagc within days will result in the package being returned to usWhen packages arc returned to us, we will treat the order as a returnShipping costs will not be refunded in this situationUndeliverable Packages considerably increase our shipping expensesThe return shipping fee will be deducted from your refund amount; the amount varies depending on shipping method and shipping locationDetermining the actual costs of these fees will also significantly delay the processing of your refund.For this reason, we request that you double check that all shipping information is entered correctly when placing your orderIf you notice an error after your order has been placed, please contact us as soon as possible support@ [redacted] .com that we can make corrections before the order has been shippedIf you are choosing not to accept a package in lieu of going through the refund process, we highly recommend that you accept the package and email us promptly and within the 30-day window to process a proper refundWe recommend this in order to expedite your return process and ensure additional fees arc not deducted from your refund.CHANGING AN ORDERIn the event that you need to change your order, including shipping information, method, items on order, item quantities, please contact us via e-mail or phone as soon as possibleWe are able to change your order as long as it has not been processed and shippedPlease reference your order number to ensure better assistance.Entering the wrong address or forgetting to change the address to a new one is a common occurrencc at our company, so we would have had no problem with updating it before it shipped, The shipping method that the customer chose was " [redacted] ” which means that [redacted] delivers the package to the nearest post office to the shipping address, and the US Postal Service completes the deliveryIn cases where the customer notifies earlier on in the process while it is still within the possession of ***, we have some flexibility with changing the address arid rerouting the package; however, once the package is dropped off at the US Post Office, we usually have very little power to make any changesThis is due to the fact that we have an account with [redacted] and not the USPS.With regards to the customer's claim that we refused to resend the order, it is not that we refused to resend it, but when she initially contacted us, she told us that she did not receive the packageWhen we looked up the tracking information, it did not show up as "delivered," and the estimated delivery date was listed as the end of day on that same dayWe asked the customer to allow the post office until the end of the day at 8:PM to deliver the package and let her know that before we can file any lost package claims, the package needs to have a status saying "delivered" before we can process any investigations.When we looked again at the tracking status, the information now was saying that the package was undelivcrable to the listed address, and this is when we first learned that we had shipped it to the wrong addressWe tried to contact the post office and wc were told that the package was being held at another post officeWe provided the customer with the information for this post office and told her that it is available for pickup at this locationWe also continued to contact this other post office but the phone lines were not workingThe customer also refused to pick up the package from the post office, and because it was already in the USPS' possession, we were unable to request that the package be re-routed per the terms of our customer agreement under the [redacted] service.As of the last tracking update, the order was delivered at 12;PM on October 12, We did not receive any further correspondence from the customer, and now we have received this complaint from the Revdex.comWe would be happy to proccss a refund for the customer if she contacts us and can send back the merchandise we shipped to her.Finally, regarding the claim that we always mess up her orders and refuse to correct it, the complaints usually are related to shipping timeWe have responded by letting her know of the various shipping options we offer and that choosing the economy shipping option does end up delaying shipping timeWe have also offered her a coupon code for the inconvenience, as part of our efforts to keep our customers happy.I also have documentation which shows the correspondences via email and [redacted] , as well as a copy of our shipping policy if you need for us to send them to you.Please feel free to contact us with any other questions at support@ [redacted] ,comThank you for your time.Kind Regards Sora L

Purchase Date: 11/10/Problem Date: 11/12/Order #*** Talked to Company: 11/12/2015I have attached e-mail correspondence with *** ***The customer was unhappy with the color of the hairWe already told her that we would provide a refund, but she never responded to usWe provided
all the instructions to process the refund as wellPlease advise on how we should proceed, we are more than happy to provide a refund once she returns the product, like we stated in the e-mailThe refund would be minus the return shipping as we state in our return policy.David L

October 18, 2017Dear [redacted]:We are sorry to hear that our customer was unsatisfied with her experience. However, we were open to remedy the situation, but there was a number of factors that were beyond our control.The complaint states that we shipped the order to the wrong address, but we...

shipped to the address on the order. Although she states that she had updated her address on her account, we do not see this change on her account, and to make things more confusing, she has five different accounts on our online store all under different names and email addresses. All accounts have the same billing and shipping address, and on none of these accounts docs it reflcct the new address as the Default Shipping Address. Furthermore, our checkout process ensures that the customer can choose her billing and shipping address from either a list of saved addresses or that she can enter a new address. If our system had made an error, the customer had the opportunity to enter the new address.We also state in our shipping policy that in order for address changes to be made on an order, the customer must contact us with the correct address before the order ships.Here is the section of our policy relating to changes and incorrect shipping information: UNDELIVERABLE PACKAGESPackages deemed undeliverable due to reasons including but not limited to an incorrect address, refusal to accept a package, or a failure to pick up the packagc within 7 days will result in the package being returned to us. When packages arc returned to us, we will treat the order as a return. Shipping costs will not be refunded in this situation. Undeliverable Packages considerably increase our shipping expenses. The return shipping fee will be deducted from your refund amount; the amount varies depending on shipping method and shipping location. Determining the actual costs of these fees will also significantly delay the processing of your refund.For this reason, we request that you double check that all shipping information is entered correctly when placing your order. If you notice an error after your order has been placed, please contact us as soon as possible support@[redacted].com that we can make corrections before the order has been shipped. If you are choosing not to accept a package in lieu of going through the refund process, we highly recommend that you accept the package and email us promptly and within the 30-day window to process a proper refund. We recommend this in order to expedite your return process and ensure additional fees arc not deducted from your refund.CHANGING AN ORDERIn the event that you need to change your order, including shipping information, method, items on order, item quantities, please contact us via e-mail or phone as soon as possible. We are able to change your order as long as it has not been processed and shipped. Please reference your order number to ensure better assistance.Entering the wrong address or forgetting to change the address to a new one is a common occurrencc at our company, so we would have had no problem with updating it before it shipped, The shipping method that the customer chose was "[redacted]” which means that [redacted] delivers the package to the nearest post office to the shipping address, and the US Postal Service completes the delivery. In cases where the customer notifies earlier on in the process while it is still within the possession of [redacted], we have some flexibility with changing the address arid rerouting the package; however, once the package is dropped off at the US Post Office, we usually have very little power to make any changes. This is due to the fact that we have an account with [redacted] and not the USPS.With regards to the customer's claim that we refused to resend the order, it is not that we refused to resend it, but when she initially contacted us, she told us that she did not receive the package. When we looked up the tracking information, it did not show up as "delivered," and the estimated delivery date was listed as the end of day on that same day. We asked the customer to allow the post office until the end of the day at 8:00 PM to deliver the package and let her know that before we can file any lost package claims, the package needs to have a status saying "delivered" before we can process any investigations.When we looked again at the tracking status, the information now was saying that the package was undelivcrable to the listed address, and this is when we first learned that we had shipped it to the wrong address. We tried to contact the post office and wc were told that the package was being held at another post office. We provided the customer with the information for this post office and told her that it is available for pickup at this location. We also continued to contact this other post office but the phone lines were not working. The customer also refused to pick up the package from the post office, and because it was already in the USPS' possession, we were unable to request that the package be re-routed per the terms of our customer agreement under the [redacted] service.As of the last tracking update, the order was delivered at 12;00 PM on October 12, 2017. We did not receive any further correspondence from the customer, and now we have received this complaint from the Revdex.com. We would be happy to proccss a refund for the customer if she contacts us and can send back the merchandise we shipped to her.Finally, regarding the claim that we always mess up her orders and refuse to correct it, the complaints usually are related to shipping time. We have responded by letting her know of the various shipping options we offer and that choosing the economy shipping option does end up delaying shipping time. We have also offered her a coupon code for the inconvenience, as part of our efforts to keep our customers happy.I also have documentation which shows the correspondences via email and [redacted], as well as a copy of our shipping policy if you need for us to send them to you.Please feel free to contact us with any other questions at support@[redacted],com. Thank you for your time.Kind Regards Sora L

Purchase Date: 11/10/2015
Problem Date: 11/12/2015
Order #[redacted]
Talked to Company: 11/12/2015
I have attached e-mail correspondence with [redacted]. The customer was unhappy with the color of the hair. We already told her that we would provide a refund, but she...

never responded to us. We provided all the instructions to process the refund as well. Please advise on how we should proceed, we are more than happy to provide a refund once she returns the product, like we stated in the e-mail. The refund would be minus the return shipping as we state in our return policy.David L