Rose Window Treatments, Inc.

Complaint:
I am rejecting this response because: I am not asking for an "over refund"I asked them to honor the original price of $(-10% which was what I was paying) and order the dress for meInstead, after confirming my sale, and sending me updates that the dress was being processed for shipping, they want me to pay $for the same dress because it went out of stock month after I ordered it. They have admitted that the error was theirs, but refuse to correct the situationI was forced to order it from another store in order to have it for my daughter's June weddingI paid $for it, so I believe they should refund me the difference of $238. Thank you for your help to resolve this matter!Regards,
*** ***

Hi ***,The issued refund of $is before the agreementI've instructed the team to refund the additional $and should be available to you within 5-banking days.Computation:AmountYou Paid: $255.60Less 20%: - $51.12First Refund: $137.78To be Refunded: $72.70 Thanks,F*

Dear P***,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
closer look on what happened here, I believe that my S*** who handled your order act promptly and within the scope of our company's policyTo be more specific, I’ve outline below points for your review:We didn’t say that the product is on stockOur website shows that this is a Special Order and the delivery date starts on January 3rdSince you’ve placed the order, we assumed you’ve read thisBut upon processing the order we found out that you want this shipped within 3-daysWe couldn’t reach you via phone because you’ve given us an invalid number to contact (see 1_InvalidPhoneNumber.png) for possible resolution on this orderSo we sent an email on the 19th but we didn’t receive a response (see page - 1st image on 2_EmailCommunication.doc)On our second email attempt, Dec 21st, that's the time you responded to us (see page - 2nd image on 2_EmailCommunication.doc).You mentioned about calling our hotline timesI’ve searched thru our call history and only found One of which is outside our business hours that’s why you couldn’t contact us(see 3_CallLog.png)RefundsUpon working closely with S***, you’ve both agreed to cancel the order and have your money backS*** clearly worked on this case to waived the cancellation fee to get your full monetary refund. (see page of 2_EmailCommunication.doc)With all due respect, I believe that my team has taken the right step from the first time and S*** did a great job on handling thisThere has been a misunderstanding along the way but I think both parties agreed that this has been resolved.Lastly, your full refund is along the wayIt sometime take 5-business days to credit it back based on your bank processing timeThis has been communicated to your email as wellPlease note that you’ll be receiving a refund of $and $respectivelyThe $is the refund amount based on our company’s policy with cancellation fee and $is the waiver of that fee which S*** got an approval.Again, apologies for any inconvenience this has caused you.Sincerely,F* ***Director of Operations

Dear Revdex.com,I cannot respond to this issue as we have refunded the full amount to this customerPlease note that as per our https://www.couturecandy.com/ordering/ under Item Availabilty,it states:Item availabilityWe do our best to keep our inventory accurateOccasionally certain products may
sell out before we can fulfill an orderIf we are out of stock on an item you have ordered, we will notify you as fast as possible via e-mail or phoneAny changes to your order will be reflected in your order total. Thanks,F*

Complaint:
I am rejecting this response because:The items have not been delivered; your statement that they have been delivered is untrueI spoke to one of your customer service reps on the day I placed the order and was verbally assured that the dress would be delivered by FridayI was not made aware of any signature on delivery requirement, either verbally or in writingHad I know about this requirement, I would not have placed the order, because time was of the essence, as I told the rep, and because I am not at home to sign for packages during the day while I am at workWhen I went to track the package after shipment, I saw the signature on delivery requirementI immediately tried to contact your business several times, only to be disconnected or have the number not work at allWhile I appreciate your offer to refund via method of payment, I do not accept the caveats that various, indeterminate fees will be assessedI would, however, accept a refund of the full amount paidPlease let me know if works for you, as well
Regards,
S*** ***

Complaint:
I am rejecting this response because:I am writing to update you that I am still hopeful that a satisfactory resolution will occur. I have been in communication, since first filing a complaint, with F* *** at Couture Candy throughout this process.He has written me back every time I have responded to him, but I have yet to obtain a "monetary refund", as he promised, for the second dress that got reapplied to the order after I had removed it.He also claims, he will provide me a "monetary refund" for the first (and only) dress I wanted to order, although, certain deductions/penalties will applyHe also said he would get back with me on how MUCH exactly that would be, so I "wouldn't be surprised."I have not received that email with that information, but I did finally obtain RMA # today at 5:00pm EST, since unfortunately, my first dress choice did not work-out as plannedI now have days in which to return this dress, so as to not have another 10% deducted from the monetary refund, he promised.And since I have days in which to agree to a resolution or not, with today being the final day, I wanted to make sure and note that, although he says what I want to hear, I do not know if he'll deliver what he says he will
Regards,
M*** ***

Complaint:
I am rejecting this response because:
Below is the email that I received and a half days after I contacted you. This generic letter sent to the Revdex.com on their behalf doesn't say anything about the numerous calls I made to get the return number from them. I have audio recording of what their phone number says when you request to talk about a product. It leaves you on hold for several minutes then says that no one can take your call. I know the minute that I got the dress that it didnt fit but because they wouldnt answer the phone or an email to send a return number I am being forced to pay a fee because I wasnt returned in 5days. IT WASN'T RETURNED IN DAYS BECAUSE YOU WOULDNT ISSUE ONE. THIS IS A WAY TO GET MORE MONEY OUT OF PEOPLE. IF YOU DON'T HAVE A RETURN NUMBER THEY CHARGE A FEE, IF YOU DON'T RETURN IN DAYS THEY CHARGE A FEE. THE PROBLEM IS THEY CONTROL ALL OF THAT. THEY FINALLY SENT THE NUMBER TO ME TODAY AND IN THE LETTER BELOW TELL ME I BETTER HAVE IT IN THE MAIL TODAY OR IT WON'T GET THERE IN DAYS AND THEY WILL CHARGE ANOTHER FEE. I WORK AND DON'T CARRY THE DRESS WITH ME SO IT CAN'T GO OUT TODAY. TOTAL SCAM. I WILL BE POSTING MY EXPERIENCE ON FACEBOOK AND ANOTHER REVIEW SITE I CAN FIND.Couture Candy viafreshdesk.com11:AM (hours ago)to me Hi D*** ***, Per your request, we have included in this email the Return Merchandise Authorization Number as well as the return shipping label for your conveniencePlease note that if you choose to use the provided return shipping label, the return shipping fees will be deducted from the store credit issued. If you chose to ship the jewelry/dress back using a different shipping service make sure to write your RA # legibly outside the box and send us the tracking information so we can monitor the return Once we receive your return in our warehouse, it will be processed and will be issued with a store credit with 20% less any original freight and handling costs if shipped for free based on our return policyKindly ship the dress today to avoid any additional restocking fee charges. Any returns received at our warehouse after days of receiving your RMA are assessed a 10% restocking fee and 20% if received after daysPlease be advised that we accept Sale or Promotional Code dress or jewelry returns however they are deducted 20% before issuing store credit. You may review our policy here: https://www.couturecandy.com/returns-exchanges/ Your RMA number is [101009] and attached is your Return Shipping Label for Order [157564] Print the shipping label and attach it to the box Drop off the box to any USPS office Kindly make sure that the RMA [101009] is written clearly and visibly outside the packageAny returns without an RMA are subject to a penalty of 25% percent of the purchase amountPlease use a dark marker to write the RMA to make it more noticeable and easier to track when received in the warehouse Reminders: All item/s must be unworn and unaltered, and all original tags must be attachedLaundered, smoked in, used and worn items will not be accepted. Upon inspection, if it is determined the item has been worn, altered, without tags or damaged without notifying us, your return authorization will be voided and the item will be shipped back to you. Any returns without an RMA number are subject to a penalty of 25% percent of the purchase amount. We do not accept returns after daysWe accept Sale or Promotional Code dress or jewelry returns however they are deducted 20% before issuing store credit. Shipping fees, if any, which were applied at purchase are not refunded and original freight cost if shipped for free are deducted from your refunded amount Don’t hesitate to call us at ###-###-#### with any questionsHave a great day, Ticket: https://couturecandy.freshdesk.com/helpdesk/tickets/Regards, A*** Customer Support [email protected] ###-###-#### Our business hours: Monday - Thursday, 9AM - 5PM PST Friday, 9AM - 4PM PST On Tue, Jan at 3:PM , Couture Candy wrote: Hi Dara Watson, We are sorry to hear that you decided to return the dress but we can definitely assist you on returning the itemWe already submitted the request for the RMA to the brand and we are just waiting for itWe usually expect to have the RMA number within 24hrs after sending the requestWe will send it to you as soon as we receive itThank you have a great day!Ticket: https://couturecandy.freshdesk.com/helpdesk/tickets/Regards, Ashley Customer Support [email protected] ###-###-#### Our business hours: Monday - Thursday, 9AM - 5PM PST Friday, 9AM - 4PM PST On Tue, Jan at 1:PM , dara watson wrote: This is the 4th request for a return number.! PLEASE SEND IT. DARA 22116:Attachments areaClick here to Reply or ForwardGB (15%) of GB usedManageTerms - Privacy Last account activity: minutes agoCurrently being used in other locationDetailsRegards,
Dara Watson

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12777450, and find that this resolution is satisfactory to me.I do accept the full refund on my credit card. I also appreciate your timely response. Please note that I attempted to reach out again after the voicemails and still have not received a call or email backPlease also note that I find your representatives may benefit from some additional training on customer service and service recoveryI believe it would help your business and prevent these situations from escalating to the Revdex.com
Regards,
N*** ***

Hi S***,Apologies for any inconvenience this has caused you.You purchased a Special Occasion dress, these are specials and takes more time to makeWe want you to be happy, but there's no way that we can sell this dress at the same price once returnedWe don't know as well about when can we sell
them again.Although we would like to modify our refund policy, the product purchased in this case clearly fall within our Dresses and Jewelry return categoryGiven our buiexpense in procuring and warehousing these special products, we cannot issue monetary refundsWe do however accept returns and honor the store credits issued.As a courtesy, I’ll be issuing you a monetary refund back to your original form of payment less restocking fee if any, original freight cost and return shipping label if usedOf course, with a condition that this complaint be resolved on Revdex.com.Thanks,F*

Dear K[redacted],Thank you for your email.First, I would like to apologize for the troubles and frustration that you experienced lately. I 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 my colleagues who handled your order act promptly and within the scope of our company's policy. To be more specific, I’ve outline below points for your review:Signed Receipt. We have no policy on signed receipt on our site. It is up to our supplier if they require it or if that is specifically requested by our customers. On that note, the first package left at your front door don’t require your signature and the other two does. This is why the delivery attempt for these two items failed because of the signature requirement.3 Days Delivery. I agree with you that you paid for the 3-day shipping but it is clearly stated on our website that it excludes a processing time of 24-48hrs. Your actual order date is on Nov 10th, and items are delivered to you by the 15th. Technically speaking, all packages would arrive accordingly when the courier have someone to received it. You may read our processing and shipping information here: https://www.couturecandy.com/shipping-information/Refunds. We received your first dress within 5 days and you are credited for that less restocking fee, original freight cost and return shipping fee as stated on our return policy. https://www.couturecandy.com/returns-exchanges/Two missing dresses. I completely agree with you on this and upon further investigation our supplier didn’t put the correct labels on the box. It is the reason why we couldn’t find the two items that is missing.We greatly esteem your relationship with our company and are very sorry for the inconveniences you have suffered as a result of mishandling the two dresses. However, because of the company’s policy I cannot refund you fully on the first dress but will do on my authority to fully refund you on the two dresses as this is our suppliers mishap. The cost of the two dresses is $1,388.00 and this should reflect on you original form on payment within the next 5-7 business days.Please accept our sincere apology for the difficulties we have caused you and feel free to call me anytime on ###-###-####.Cordially,FranceF[redacted]Director of Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11897423, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Complaint: 12674657
I am rejecting this response because:The company did manage to cancel the order that was never sent to me and accepted back my returned item (although it was very hard to get through to them and they later sent me screen shots of emails that were never sent to me and were not in my spam folder). I was refunded $649.62 of the $776.00 I was charged back in November. I understand that I would be responsible for return shipping on the one dress that was eventually delivered, but shipping one dress does not account for the $126.38 difference in what I was charged versus refunded. Not sure if they are charging me something for the dress that was never sent or if there is some sort of "restocking fee" but this amount does not appear to be in the range of reasonable business practice. I am pleased that there has been progressing since contacting Revdex.com (thank you for your services) but the issue has not been resolved to my satisfaction by Couture Candy.Regards,
[redacted]

Hi [redacted],Apologies for any inconvenience this has caused you. I believe our team is working this one out for you.As you may know via email, our supplier mistakenly tag that they delivered 2 dresses. But originally, the other dress should be delivered by Feb 22 as stated on our product page.We are...

doing our best to resolve the issue with our supplier so we can credit your money back. Please bear with us!Thanks,[redacted]

Complaint: 12795117
I am rejecting this response because: I was told there would be a 20% penalty and the amount reflected is almost half of the bill. I never get a phone call , straight answer or answer to my question. Their refund policy is not visible to me on the website. I feel like they are ripping me off. I accepted the refund amoun on my credit card without seeing how much I was being refunded. I asked and did not get a response. Some money back was better than no money back. However. I feel robbed. 255 less 20% is approximately 200. My refund amount was around $130.00. There is no justification for this amount.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12795117, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hi S[redacted],I'll sort things out first with our warehouse if the item has arrived. It usually takes 3-5 days to track incoming returns.After that, I'll issue your full monetary refund and send you an email when done.Thanks,F[redacted]

Dear M[redacted],Good day! As a clarification on my previous response, here’s a detailed explanation.1. Since 1x Cameron Blake by Mon Cheri - 112655 Long Dress In Magenta (Product SKU: 112655-MAGENTA-16) you mentioned is mistakenly placed in your purchase, I’ll be waiving our policy to give you full monetary refund on this one.2. But for 1x May Queen - Sheer Pearls and Rhinestone Mesh Sheath Gown RQ7483 (Product SKU: RQ7483-BLUSH-XL) which has been shipped and delivered to you (https://tools.usps.com/go/TrackConfirmAction?tLabels=94[redacted]9), our store policy will apply for this one. We first need to received the dress back before we can refund you. As per our store policy, we are giving store credit but I’ll waive this one to a monetary but applicable fees will apply.I hope this helps!Regards,F[redacted]

This customer ordered 6 Aidan Mattox dresses that are under our Special Occasion Dress Policy. Based on our policy, we only issue refund via Store Credit and since she ordered heavily discounted Sale dresses there is a restocking fee that will be accessed on her Store Credit.When a customer places...

an order, they have 2 options to check the return policy:1. We have a direct link for the Shipping, Returns, & Exchanges that can be seen on every product page. 2. We have a Shipping, Returns, & Exchanges link on the bottom part of the page (https://www.couturecandy.com/shipping-returns-exchanges/).For reference, here is our 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 5 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 brands. If you use our Return Shipping Label, the cost is deducted from your Store Credit.  Any products over 50% off are accessed a 20% restocking fee and issued store credit which never expires.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 5 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 30 days.When this customer first contacted us she said she wanted to return all 6 dresses that are under our Sale Special Occasion Dress Policy (Policy should be Store Credit less 20% restocking fee and shipping costs) but she requested not to be charged of the 20% restocking fee so we heard her out and waived the 20% restocking fee and only deducted the shipping costs. Then she contacted us asking for a monetary refund instead. We don’t do monetary refund for this category which is clearly stated on our policy so we informed her that there will be 20% restocking fee if she will choose to convert her store credit to monetary refund. She asked if we can waive the restocking fee due to hardship that she was facing because of the medical bills so instead of 20% we brought it down to 10% which was already explained to her with her agreement. Today, to help her more, from 20% restocking fee deduction on her refund we have settled for only 7% and shipping costs despite of returning all 6 dresses. We are trying to refund her however since she filed for bank dispute we need to wait for the dispute to be cleared.We will only be able to issue the refund once the customer has dropped the dispute on her bank which she said she will do. Thank you for your understanding as we have bent our policy which is clearly stated on our website to help out this customer.PS: Attached is our email conversation with this customer.

Dear A[redacted],Apologies for the trouble this has caused you! I'll have someone from my team call you to resolve this issue.Thanks,F[redacted]

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} This package shows that it was delivered  last June 15, 2017, 2:40 pm Tracking Number - Saltwater: 94[redacted]. However we understand that this customer said she didn’t receive her package so we issued a refund for the 2 items for $150.82.   Items: 1 x Saltwater Luxe - Festival Kimono Paisley Bloom Product Sku: salt_[redacted]12 Size: M Color: Castlerock Product Total: $117.60   1 x Saltwater Luxe - Weekender Mini Dress Shimmer Product Sku: salt_[redacted]64 Size: M Color: Champagne Product Total: $68.60   $117.60 + $68.60 = $186.2 x 10% discount = $167.58 and another 10% coupon code (LOVE10) = $150.82