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 [redacted] ***
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 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, [redacted]
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.ReturnsWe 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 [redacted] Director of Operations
Complaint: 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 $of the $I was charged back in NovemberI 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 $difference in what I was charged versus refundedNot 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 practiceI 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] M***
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] G***
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: $Thanks,F*
Dear K***,Thank you for your email.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 my colleagues 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:Signed ReceiptWe have no policy on signed receipt on our siteIt is up to our supplier if they require it or if that is specifically requested by our customersOn that note, the first package left at your front door don’t require your signature and the other two doesThis is why the delivery attempt for these two items failed because of the signature requirementDays DeliveryI 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 24-48hrsYour actual order date is on Nov 10th, and items are delivered to you by the 15thTechnically speaking, all packages would arrive accordingly when the courier have someone to received itYou may read our processing and shipping information here: https://www.couturecandy.com/shipping-information/RefundsWe received your first dress within days and you are credited for that less restocking fee, original freight cost and return shipping fee as stated on our return policyhttps://www.couturecandy.com/returns-exchanges/Two missing dressesI completely agree with you on this and upon further investigation our supplier didn’t put the correct labels on the boxIt 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 dressesHowever, 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 mishapThe cost of the two dresses is $1,and this should reflect on you original form on payment within the next 5-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
Complaint: I am rejecting this response because: I was told there would be a 20% penalty and the amount reflected is almost half of the billI never get a phone call , straight answer or answer to my questionTheir refund policy is not visible to me on the websiteI feel like they are ripping me offI accepted the refund amoun on my credit card without seeing how much I was being refundedI asked and did not get a responseSome money back was better than no money backHoweverI feel robbedless 20% is approximately My refund amount was around $There is no justification for this amount Regards, [redacted] G***
Hi S [redacted] ,I'll sort things out first with our warehouse if the item has arrivedIt usually takes 3-days to track incoming returns.After that, I'll issue your full monetary refund and send you an email when done.Thanks,F*
Hi ***,Again, apologies for the troubleAll my responses to Revdex.com are not generic but investigated properlyMy first response I believe is correct that you are asking for RMA and I made a proper follow-up.Also, we are trying our best to answer everyone on the phone, chat and email but our team is only compose of peopleAs a reference you may see screenshot of our stats, a lot of them are missed/unansweredWe do not intent to ignore requests/calls because we are just really loadedWe are very sorry for that as our hiring additional staff took longer than expected.As for your order, it is a special dress and I believe you’ve read the product description before your purchaseSee screenshot for reference.Once we received your dress (which is scheduled today, Monday, January 29, - 8PM), we will begin processing your refundAs a courtesy we will process your refund without any charges on restocking or late feesWe will only deduct shipping fees and this will reflect on your account 5-banking days from now.Thanks,F*
This customer ordered Aidan Mattox dresses that are under our Special Occasion Dress PolicyBased 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 options to check the return policy:We have a direct link for the Shipping, Returns, & Exchanges that can be seen on every product pageWe 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 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 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 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.When this customer first contacted us she said she wanted to return all 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 costsThen she contacted us asking for a monetary refund insteadWe 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 refundShe 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 agreementToday, 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 dressesWe 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 doThank 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
Hello E [redacted] ,When you disputed your bank about your mistake and we agreed to settle this internallyWe did everything we could to grant your request and make you happy.We just received the dispute notification and won itAs you may know, we cannot do refunds with a dispute on-goingBut since our accounting received that we won the dispute on the bank, we are still giving you your refundYou just need to wait 5-banking days for this to reflect on your accountSee attached proof of refund.Thanks,F*
Hello,We do apologize for the long wait for crediting you refund. There has been a lot of data loss on our system during our upgrade and we've lost your records. But we have refunded your account less the original shipping.This should reflect within 5-7 business days.Thanks,Couture Candy Team
Dear M***,Good day! As a clarification on my previous response, here’s a detailed explanationSince 1x Cameron Blake by Mon Cheri - 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 oneBut for 1x May Queen - Sheer Pearls and Rhinestone Mesh Sheath Gown RQ(Product SKU: RQ7483-BLUSH-XL) which has been shipped and delivered to you (https://tools.usps.com/go/TrackConfirmAction?tLabels=[redacted] [redacted] 9), our store policy will apply for this oneWe first need to received the dress back before we can refund youAs 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*
Hi S***,Apologies for any inconvenience this has caused you.You purchased a Special Occasion dress, these are specials and takes more time to make. We want you to be happy, but there's no way that we can sell this dress at the same price once returned. We 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 category. Given our built-in expense in procuring and warehousing these special products, we cannot issue monetary refunds. We 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 used. Of course, with a condition that this complaint be resolved on BBB.Thanks,F*
This package shows that it was delivered last June 15, 2017, 2:pm Tracking Number - Saltwater: [redacted] However we understand that this customer said she didn’t receive her package so we issued a refund for the items for $ Items: x Saltwater Luxe - Festival Kimono Paisley Bloom Product Sku: salt_ [redacted] M Castlerock Product Total: $ x Saltwater Luxe - Weekender Mini Dress Shimmer Product Sku: salt_ [redacted] M Champagne Product Total: $ $+ $= $x 10% discount = $and another 10% coupon code (LOVE10) = $
Dear ***,Apologies for any trouble this has caused you! Upon checking your transaction history, here’s what I found.You purchased two dresses, the policy you're referring is for General Return which states: "The general return policy applies to all products except sale items, dresses, and jewelryYou may return product(s) within days for a full refund of the purchase price to the card used to make the purchase.” I’ve highlighted here that dresses is an exception and you should refer to our Dress & Jewelry return policy.Also, I’ve checked our communication log that you agree to received a monetary refund on your card less the applicable fees.If you have further questions, please do not hesitate to reach out to me.Again, I’m sorry for the trouble and misunderstanding.Regards,F [redacted] Director of Operations
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 [redacted] ***
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 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, [redacted]
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.ReturnsWe 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 [redacted] Director of Operations
Complaint: 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 $of the $I was charged back in NovemberI 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 $difference in what I was charged versus refundedNot 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 practiceI 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] M***
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] G***
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: $Thanks,F
*
Dear K***,Thank you for your email.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 my colleagues 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:Signed ReceiptWe have no policy on signed receipt on our siteIt is up to our supplier if they require it or if that is specifically requested by our customersOn that note, the first package left at your front door don’t require your signature and the other two doesThis is why the delivery attempt for these two items failed because of the signature requirementDays DeliveryI 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 24-48hrsYour actual order date is on Nov 10th, and items are delivered to you by the 15thTechnically speaking, all packages would arrive accordingly when the courier have someone to received itYou may read our processing and shipping information here: https://www.couturecandy.com/shipping-information/RefundsWe received your first dress within days and you are credited for that less restocking fee, original freight cost and return shipping fee as stated on our return policyhttps://www.couturecandy.com/returns-exchanges/Two missing dressesI completely agree with you on this and upon further investigation our supplier didn’t put the correct labels on the boxIt 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 dressesHowever, 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 mishapThe cost of the two dresses is $1,and this should reflect on you original form on payment within the next 5-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
Complaint: I am rejecting this response because: I was told there would be a 20% penalty and the amount reflected is almost half of the billI never get a phone call , straight answer or answer to my questionTheir refund policy is not visible to me on the websiteI feel like they are ripping me offI accepted the refund amoun on my credit card without seeing how much I was being refundedI asked and did not get a responseSome money back was better than no money backHoweverI feel robbedless 20% is approximately My refund amount was around $There is no justification for this amount Regards, [redacted] G***
Hi S [redacted] ,I'll sort things out first with our warehouse if the item has arrivedIt usually takes 3-days to track incoming returns.After that, I'll issue your full monetary refund and send you an email when done.Thanks,F
*
Hi ***,Again, apologies for the troubleAll my responses to Revdex.com are not generic but investigated properlyMy first response I believe is correct that you are asking for RMA and I made a proper follow-up.Also, we are trying our best to answer everyone on the phone, chat and email but our team is only compose of peopleAs a reference you may see screenshot of our stats, a lot of them are missed/unansweredWe do not intent to ignore requests/calls because we are just really loadedWe are very sorry for that as our hiring additional staff took longer than expected.As for your order, it is a special dress and I believe you’ve read the product description before your purchaseSee screenshot for reference.Once we received your dress (which is scheduled today, Monday, January 29, - 8PM), we will begin processing your refundAs a courtesy we will process your refund without any charges on restocking or late feesWe will only deduct shipping fees and this will reflect on your account 5-banking days from now.Thanks,F
*
This customer ordered Aidan Mattox dresses that are under our Special Occasion Dress PolicyBased 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 options to check the return policy:We have a direct link for the Shipping, Returns, & Exchanges that can be seen on every product pageWe 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 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 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 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.When this customer first contacted us she said she wanted to return all 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 costsThen she contacted us asking for a monetary refund insteadWe 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 refundShe 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 agreementToday, 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 dressesWe 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 doThank 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
Hello E [redacted] ,When you disputed your bank about your mistake and we agreed to settle this internallyWe did everything we could to grant your request and make you happy.We just received the dispute notification and won itAs you may know, we cannot do refunds with a dispute on-goingBut since our accounting received that we won the dispute on the bank, we are still giving you your refundYou just need to wait 5-banking days for this to reflect on your accountSee attached proof of refund.Thanks,F
*
Dear M***,Apologies for the trouble this has caused you!I’ll look into this and have our accounting refund the remaining amount.Thanks,F
*
Dear A***,Apologies for the trouble this has caused you! I'll have someone from my team call you to resolve this issue.Thanks,F
*
Hello,We do apologize for the long wait for crediting you refund. There has been a lot of data loss on our system during our upgrade and we've lost your records. But we have refunded your account less the original shipping.This should reflect within 5-7 business days.Thanks,Couture Candy Team
Hi Revdex.com,Can you please look into this? Our system won't allow for overrefund.Thanks,F
*
Dear M***,Good day! As a clarification on my previous response, here’s a detailed explanationSince 1x Cameron Blake by Mon Cheri - 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 oneBut for 1x May Queen - Sheer Pearls and Rhinestone Mesh Sheath Gown RQ(Product SKU: RQ7483-BLUSH-XL) which has been shipped and delivered to you (https://tools.usps.com/go/TrackConfirmAction?tLabels=[redacted] [redacted] 9), our store policy will apply for this oneWe first need to received the dress back before we can refund youAs 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
*
Hi S***,Apologies for any inconvenience this has caused you.You purchased a Special Occasion dress, these are specials and takes more time to make. We want you to be happy, but there's no way that we can sell this dress at the same price once returned. We 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 category. Given our built-in expense in procuring and warehousing these special products, we cannot issue monetary refunds. We 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 used. Of course, with a condition that this complaint be resolved on BBB.Thanks,F
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This package shows that it was delivered last June 15, 2017, 2:pm Tracking Number - Saltwater: [redacted] However we understand that this customer said she didn’t receive her package so we issued a refund for the items for $ Items: x Saltwater Luxe - Festival Kimono Paisley Bloom Product Sku: salt_ [redacted] M Castlerock Product Total: $ x Saltwater Luxe - Weekender Mini Dress Shimmer Product Sku: salt_ [redacted] M Champagne Product Total: $ $+ $= $x 10% discount = $and another 10% coupon code (LOVE10) = $
Dear ***,Apologies for any trouble this has caused you! Upon checking your transaction history, here’s what I found.You purchased two dresses, the policy you're referring is for General Return which states: "The general return policy applies to all products except sale items, dresses, and jewelryYou may return product(s) within days for a full refund of the purchase price to the card used to make the purchase.” I’ve highlighted here that dresses is an exception and you should refer to our Dress & Jewelry return policy.Also, I’ve checked our communication log that you agree to received a monetary refund on your card less the applicable fees.If you have further questions, please do not hesitate to reach out to me.Again, I’m sorry for the trouble and misunderstanding.Regards,F [redacted] Director of Operations