Rose Window Treatments, Inc.

Dear G***,Good day! I do apologize for the delay in shipment of your order as well as its status.Upon checking, your shipment is out since April 8, and expected to arrive at your location by the 11thOur team responded to your email and provided you the tracking informationAs a reference,
you may check the status of your delivery at this link: https://tools.usps.com/go/TrackConfirmAction?tLabels=94***2***7Again, apologies for any trouble this has caused you.Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12752271, and find that this resolution is satisfactory to me
I will pick up the items tonight and ship them back to youThank you for providing a full monetary refund via the original method of payment
Regards,
S*** ***

Complaint:
I am rejecting this response because:I recently purchased gowns and misread the return policiesI am accustomed to dealing with reputable companies like Saks, Lord and Taylor, Neiman's and Dillards who all accept returnsAfter numerous emails and finally filing a complaint with the Revdex.com, MrF* ***, Director of Operations agreed to refund the purchases to my credit cardThis has never happenedI have emails back and forth with the company and each time it is a different storyThey issue a store credit even though I attach the copy of the agreement from their director honoring the refund, the store credit amounts change and now I see refunds to my PayPal account for the same order (same dress), the same amountThe store credit went from $to $There is still $and $OUTSTANDING refund due to my papal accountThey take 25% off the top to return the merchandise and then answer emails if and when they feel like it with different, half answer responses that never save the problem.I am only asking MrHermogenes to honor his word and refund my PayPal account in the amount of $and $Regards,
J*** ***

We apologize about this matter as we are trying our best to accommodate the return request that our customers are sendingHowever when she sent her return requests they were sent to our spam so we couldn't locate them right away.We saw that she filed a dispute on Paypal and we accepted the dispute
so her payment will be reversed in full. Please see attached photo of the Reversal.Again, we apologize about this and hopefully we can fix the issue.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12694754, and find that this resolution is satisfactory to me.I have deleted the negative reviewand intend to post a positive review upon refund of gown purchases as promised by the Director
Regards,
J*** ***

Hello N***,Good day to you! Apologies for the trouble this has caused you.I believe you’ve read ourreturn policy which is clearly shown on our site, the product page with a link to the policy, and the terms and conditions agreed to by all shoppers prior to purchaseThe policy states:"Dress &
Jewelry Return PolicyIf you are not completely satisfied with your dress or jewelry purchase you may send your item(s) for return within 5 days of receiptWe providefull store creditas long as the product is received in new condition. If you use ourReturn Shipping Label, thecost is deductedfrom your credit as are anyfreight/handling costif shipping was complimentary at checkout"As with our phone, yes we are aware that we have an issue and the fix is on-goingMost of our called got disconnected and logged as missed callsThis is due to the recent upgrade of our phone provider and we are very sorry for thatWith the lack of response, I believe my team is trying to contact you but couldn’t reach you and left a voicemails.As a compromise, I’ll waive our refund via store credit policy and offering you refund on your cardBut this will be deducted with the original shipping cost as this is complimentary during checkout and return shipping label feeI’ll be waiving the $handling fee as well.Once I received the resolved notification email from Revdex.com, I’ll process the refund immediately.Sincerely,F*

Complaint:
I am rejecting this response because:
Regards,
D*** ***

Hi ***,Apologies for the inconvenience this has caused you! Our team didn't anticipate the amount of inquiries and orders and we're short staff.But I believe the RMA has been sent to your email and we're just waiting for you to return the dressOnce we received the dress, we will refund on your
account based on our company's policy.Your RMA number is Please take note to write this number down when you return the dress.Thanks,***

Dear R***,Thank you for your feedback.First, I would like to apologize for the troubles and frustration that you experienced latelyI want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.Upon
taken a closer look on what happened here, I believe that you had an agreement with Tessa to keep the dress and received the 20% refund instead of returning the dressTo be more specific, I’ve outline below points for your review:Order and Shipping ProcessingOur processing time is 24-hours and shipping is “estimated" 3-business days on free shippingAlso we have a note that some brands took longer than usual to processYou may refer to https://www.couturecandy.com/shipping-information/You placed your order on Dec 14th, Thursday and our team successfully processed it on Dec 18th, Monday which is within the 24-business hoursThe package was out for delivery on Fedex on Dec 19th and arrived at your location on the 26th which is still within the 3-business days timeframeSo I’m wondering why it took twice as much time to received the dress when we’ve successfully delivered your dress on time? You may see attached document or track your order on Fedex.CommunicationI puour call history and didn’t find calls from you over times? However, I saw you called us times which your first attempt was successfully answered by Tessa on Dec 21stYou called again the next day, Dec 22nd on 8:51am but are phone lines and chat only opens from 9am - 5pm published on our Contact Us pageWe missed your call the 3rd-5th time which you called 9:05am, 9:07am and 9:08am on Dec 22th as well but that’s the busiest time since our phone line just openDuring your phone conversation with Tessa, she promised to get back to you but did not specifically told you it’s a phone callShe did however get back to you via emailAlso, your chats are between 7-8am that’s why no one is availableSee document attached.Order CancellationThe first time you communicated with us to cancel your order is when you called on the 21st with Tessa, that’s business days pastDuring your phone call, Tessa told you: “I’ll forward this to our fulfillment team that you really want to cancel and I’ll get back to you for confirmationJust to set your expectation, for now I really cannot guarantee that it can be cancelled because I’ve checked that it’s already been processedRest assured I’ll get back to you for the update.”We can cancel your order if this hasn’t been processed that’s why Tessa needs to call our warehouse to confirm that it hasn’t been shipped outAnd as her update via email, the order cannot be cancelled because it’s been shipped out Dec 19th and you just call us to cancel on the 21stAnd you did received the dress on the 26th.Returns. We received your return requests and Tessa offer 20% refund by keeping the dress which you both agreed.All reviews are made by our customers, and certainly we are not a scamWe are just strictly implementing our company policy to protect the business which you’ve agreedWe know you are frustrated and we apologize for the horrible shopping experience.Please feel free to contact me if you have any more questions or concerns.Thanks,F* ***Director of Operations

Complaint:
I am rejecting this response because:This response does not pertain to my complaint or accountOnce again the customer service is severely lacking.
Regards,
J*** ***

This customer ordered dressesdresses were out of stock and shipped which she requested for them to be returned.The brands returned are Alyce Paris, La Femme and TeraniThose brands mentioned are under our Special Occasion dresses.Here's the Policy for our Special Occasion Dresses:When she
placed the order, we have options to check the return policy. We have a link that can be seen on the product description. We have a link on the bottom part of the page https://www.couturecandy.com/shipping-returns-exchanges/Special Occasion Dress Return Policy:If you are not completely satisfied with your special occasion dress or jewelry purchase you may send your item(s) for return within days of receipt for store credit less original freight cost if shipped for free Sale Dresses and Jewelry items may be returned for store credit less a 10% restocking fee and the original cost of freight Please refer to the list below to see all Special Occasion Dress brandsIf you use our Return Shipping Label, the cost is deducted from your Store Credit To return an item(s) please email: [email protected] to receive a Return Merchandise Authorization (RMA) number.Our support team will issue you a Return Shipping Label for your convenience usually within one business day of receiving your request and deduct the return shipping amount from your store credit.Any returns received after days are assessed a 10% restocking fee and deducted from your store credit.Any returns without an RMA are subject to a penalty of 25% percent of the purchase amount.We do not accept returns after days.Special Occasion Dress Brands:Grand, After Six, Angela & Alison, Alfred Sung, Alyce Paris, Baccio Couture, Blush, Blush Too, Brit Cameron, BG Haute, Cameron Blake, Cassandra Stone, Dancing Queen, Dessy Collection, Ellie Wilde, Elizabeth K, Faviana, Gigi, Hannah S, La Femme, Ieena for Mac Duggal, Janique, Jasz Couture, Jolene, Jovani, Jy-Jenny Yoo, Kay Unger, Kurves, Intique, Ivonne D for Mon Cheri, LARA Dresses, Lela Rose, Mac Duggal, Madison James, May Queen, Milano Formals, Mon Cheri, Montage by Mon Cheri, Nina Canacci, Nox Anabel, Panoply, Primavera, SCALA, Shail K, Social Bridesmaids by Dessy, Social Occasions by Mon Cheri, Studio 17, Sue Wong, Tiffany Dresses, Terani Evening & Prom, Zoey Grey, Tony Bowls, Xtreme & Xcite.To resolve the issue, since we only do Store Credit refund we offered to refund her less 8% restocking fee and return shipping cost.Today, we refunded her the out of stock items and instead of doing 8% we only charged her 5% restocking fee less return shipping cost for the items and waived the original freight cost.Thank you for your full understanding

Hi N***,Apologies for the bad shopping experience you had with us! Upon taking a closer look at your feedback, you are right that you shouldn’t be charged the restocking feeWhen our store policy changed by the time you purchased and return your dress, I’ve checked the dates and you are not
lateWhat is confusing to our policy is the return date, that would apply for both the time dress is delivered plus the time you will received your RMASince you received your RMA on the 5th of January, you have days to return itAnd it was delivered on 10th of January which is right on timeWith that said, I am refunding you the restocking fee.However, upon checking on the freight cost (the original shipping cost) you’re only deducted $which should have been $If you notice that your return label cost $because that's the correct amount of shipment.In summary, I’ll be refunding you the restocking fee of $less the shortage amount on freight cost of $equals to $Please note that the refund amounting to $will reflect on your account - banking days.Again, apologies for the trouble and thank you for your understanding!Regards,FranceF* ***Director of Operations

Dear S***,Apologies for the trouble this has caused you!It is not our intention to advertise on our siteDue to the nature of our business, only few special occasion deess are made into productionWith that in mind, even a few minutes after purchasing passed the item can be out of
stock.There would be no other way we can deliver the same dress to you as it would take 3-4weeks to produce this.What we can do is find the same dress style for you.Again, I am really do apologize for this!Thanks,F*

Dear P***,Apologies for the trouble this has caused you! Our return policy is clearly shown on our site, the product page with a link to our return policy, and the terms and conditions agreed to by all shoppers prior to purchaseI'm sure that you are aware of thatTo reiterate, the policy
states:Dress & Jewelry Return PolicyIf you are not completely satisfied with your dress or jewelry purchase you may send your item(s) for return within 5 days of receiptWe provide full store credit as long as the product is received in new condition. If you use our Return Shipping Label, the cost is deducted from your credit as are any freight/handling cost if shipping was complimentary at checkout.The item you purchased is a Special Occasion dress, these are specials and takes more time to makeWe want our customers to be happy, but there's no way that we can sell this dress at the original price once returnedWe don't know as well about when can we sell them againGiven our buiexpense in procuring and warehousing these special products, we issue store credit instead of monetary refundsThus, your refund is credited in your account as a store credit.However to resolve this issue with Revdex.com, I am waiving our store policy and giving you a monetary refund with applicable chargesSee computation details below:Amount You Paid532.8Original Shipping Fee-20.72Handling Fee-10.00Return Shipping Label-12.53Amount Refunded489.55Please note that monetary refund takes 5-banking days to reflect on your accountI've attached here the proof of refund.Thanks,***

Dear ***,Good day to you!Every phone calls are recorded and you are informed on that via a voice message when you dialed our hotlineIn that regards, I couldn’t find any recording that you spoke with our representative with regards to our store policyAnd if you really do, I’m sure that my
colleagues will clearly explain our store policy.There is no way that we mislead our customers as we have put all the information in our website from product pages to our policiesFor this case, you know that you purchased a special occasion dress right because it is stated on the product page before you add that to cart? And then if you check closely our return policy then you should look at a section about Dress & Jewelry Return PolicyYou mentioned about following all the rules but missed reading the form of refund, which states;Dress & Jewelry Return PolicyIf you are not completely satisfied with your dress or jewelry purchase you may send your item(s) for return within 5 days of receiptWe provide full store credit as long as the product is received in new condition. If you use our Return Shipping Label, the cost is deducted from your credit as are any freight/handling cost if shipping was complimentary at checkout. To return an item(s) please email: [email protected] to receive a Return Merchandise Authorization (RMA) number.Our support team will issue you a Return Shipping Label for your convenience usually within one business day of receiving your request.Any returns received after days are subject to a 10% late fee.Any returns without an RMA are subject to a penalty of 25% percent of the purchase amount.Sale or Promo/Coupon code returns are subject to a 20% penalty of the purchase amount.We do not accept returns after days.The nature of our business is very unique as every order is put into production to meet specific deadlinesWe put all the information on our website so that customers would know what to expect during the processWith that, we will follow our policy which we have provided you a store credit. Thanks,***

Dear J***,Good day! I've checked with our accounting your refund concerns and told me that my CEO rejected the my prior approvalThis is because of the negative review you posted on SiteJabber.My CEO told me that even though we agreed within the bounds of Revdex.com, it should be agreed upon that this case has been resolved and should not go beyond hereOn that note, once the negative review has been removed thats the only time we will refund you on your cardIf not, we will stand by our store policy which you have agreed upon checkout.Thanks,F*

Complaint:
I am rejecting this response because: My order was confirmed by multiple emails which I am attaching as well as several phone calls to their customer service departmentI was told "the "sale" dress that I purchased was in stock but inventory was being transferred from one warehouse to another and that is why there was a delay in shipping the dress. Then a full month later I received an email that a shipping label was created and the dress was being shipped that weekA few days later, I received an email that the dress was no longer in stock and if I still wanted the same dress the price would not be $199, it would be $498!!! Please see attached emails
Regards,
H*** ***

Dear J***,Apologies for any inconvenience this has caused you! Our refund policy is very clear in writing which I doubt it’s a mistake on your part since you know that you’re buying a dressIt states as below:“ General Return PolicyThe general return policy applies to all products except sale
items, dresses, and jewelry. You may return product(s) within 14 days for a full refund of the purchase price to the card used to make the purchaseDress & Jewelry Return PolicyIf you are not completely satisfied with your dress or jewelry purchase you may send your item(s) for return within 5 days of receiptWe provide full store credit as long as the product is received in new condition. If you use our Return Shipping Label, the cost is deducted from your credit as are any freight/handling cost if shipping was complimentary at checkout“See full refund policy here: https://www.couturecandy.com/returns-exchanges/Also, we do not charged tax on your purchased since you are living outside CaliforniaWe do not intent to send you the same RMA number’sYou may send all the dresses back in a single shipment to lower the cost of the return shipping labelSince our team sent your two RMA number as of this writing, you may put all the dresses back in one box and that would still acceptable.Lastly, I don’t believe our business practice is very poor as we take this seriously with high standardIn time of age today, as you may know that all online store put all the necessary information on every page to remind customers to read and understand before their purchasedAll our product pages have information on how to measure correct size to avoid returns, description about the product and it’s return policy and importantly a checkbox that you’ve agreed with our store policy.Therefore, as a consumer myself I would grant your request for a refund back on your credit cardThis is because your issue has not come to my attention until I received your feedback on Revdex.comHowever, please take note that charges and fees applies to your return and will be deducted on your refund once we receive the dress on our warehouse.I hope this resolve all your concerns.Sincerely,F* ***Director of Operations

Dear K***,Apologies for the troubles and frustration that you experienced latelyI want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.Upon checking with our accounting, the refund is on your
wayThe $you paid will be returned in two payments of $and $This is due to the computation of fees incurred in this transaction which we have waivedPlease allow 5-business days to reflect this on your account.Thanks,F*

Hi,This customer purchased a dress under Special OrderSome of our dresses are ready to ship and others like this one will have a prompt on the website saying it will take - hours to know the shipping availability date that is why a representative informed her the following day that this
dress is not ready to ship so she can decide whether she will be willing to wait or would cancel the order.We Issued Full Refund due to order Cancellation for $last 04/24/2017Thank you and hoping for your understanding