We will respond to this customer todayCustomer service is in a transition since our system glitch happened over the Thanksgiving holiday We intend to resolve this with the end result of improving customer online buying experience
In answer to the promotional item that was not included
with the shipment, our website clearly instructs how the promotions work right below the promo picture on the section marked "OFFER DETAILS" it also states that promotions are good until supplies last In addition, while the customer did not get the promotional item, they did receive the 30%discount on their order
Revdex.com: I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
***HOWEVER, I DO REQUIRE MORE INFO FROM THE BUSINESS SANRIO.COM WITH SPECIFICS ON HOW TO RETURN THE ITEMS - PREPAID SHIPPING LABEL OR DO I NEED TO SUBMIT A RECEIPT FOR SHIPPING REIMBURSEMENT? IF I NEED TO FRONT THE MONEY FOR RETURN SHIPPING, HOW WILL REIMBURSEMENT BE HANDLED? *** Sincerely, *** ***
Complaint: ***I am rejecting this response because: in their return policy which states that in order to get a full refund, customers are required to return all the products and free gift, or they deduct the full price of the free gift This company only practice in their own advance Now they charge my order without free gift they should give additional discount on top of 30% off Other websites show free gift not available before checkout, Sanrio.com just try to sneak through.Sincerely,*** ***
Revdex.com:
The business has issued a partial refund in response to complaint ID ***, and while I accept it as the bare minimum action needed to be taken to resolve this issue, I find it to be a half-hearted mediocre resolutionSanrio.com should provide compensatory gifts to all the customers wronged via this fiasco, in exchange for the loss of time, inconvenience, and distress caused by failing to fulfill these orders or issue refunds during the entirety of the holiday shopping season
Also, as their shipping costs are unreasonable, those of us who ordered many items but only received some of them had to pay shipping costs we would not have found fair for such a small order, as their minimum shipping fee is $I would not have ordered just items, which weighed practically nothing, if the shipping cost that muchI ordered items at a slightly higher shipping costThis is another reason I feel compensation should be in order; I did not make a decision to buy items with a high shipping feeI made a decision to buy items with an above-average shipping feeBy not sending items, my order was altered into something I would not have purchased, given the choice
If Sanrio.com wants to retain customers who were negatively impacted by their actions over the holiday season, they should go the extra mile to compensate these customers and show that Sanrio.com values their businessI understand this is asking for more than is required, but in such circumstances, a good business does what is required to restore its customers' faith in them
Sincerely, *** ***
Customer complained that they were receiving little or no response to his complaints Unfortunately there was truth in that however, due to system-wide glitches that happened leading to Black Frida &, Cyber Monday sales prevented the company from providing prompt customer responses and a
multitude of tasks related to their orders as well, including refunds due them for items that were paid but not shipped.
This was explained to the customer and he has since received therefund due him
We take full responsibility for the lack of response soon after the Thanksgiving holiday While our customer service tried to handle system glitches with online ordering, emails and phone calls were neglected unintentionally Currently our customer service department is working
tirelessly to improve the online buying experience while trying to fix the system glitches
We did reply to the customers attempts on 12/updating her on the status of her order, that it had been delivered on the 7th The whole order was complete however we could not cancel the items she wanted cancelled because it had shipped out already We will give her the option to return those items, free of charge, and refund her only if items are packed in compliance with our return policy as stated in our website
Complaint:***I am rejecting this response because: this purchase includes free gift and 30% off, without either one the agreement is broken, it should mention free gift not available before customers check out online, also I tried to call their customer hotline no one answered and no one called back even left messages as instructed Sincerely,*** ***
We responded to this customer on *** about not receiving the promotional item Our website clearly instructs how the promotions work right below the promo picture on the section marked "OFFER DETAILS" it also states that promotions are good until supplies last In addition, while the
customer did not get the promotional item, they did receive the 30%discount on their order, where is the double standard?
[redacted]I am rejecting this response because:I purchased two items and received one. Additionally, the first package said that another package would follow. Then I received an email from Sanrio on [redacted] saying that the order has been shipped, Again did not received it yet. Sounds like a typical scam. The Revdex.com should investigate this further since many people are complaining about this company practicing theft. Thank you for your cooperation,Sincerely,[redacted]
In response to this complaint, it is the responsibility of the buyer to read what the terms & conditions are when they make a purchase. For example, when we need to agree on terms every time we need to update our phones, there is a very long list of things we need to read to see any changes etc. Honestly, most people just click "I Agree" and never read the print. It is the responsibility of the buyer to read the details and/or terms of anything they purchase and must understand them fully OR choose not to purchase until they are 100% sure of what they're getting into.
Our "DETAILS" on all promotions would read something like this:*Offer Details: Get a free [redacted] Unicorn Plush with $50 purchase. While supplies last. Only merchandise will be applied towards purchase value. Gift card purchases do not apply. Cannot be combined with any other promotional code offer. To receive the free gift, you must enter “HKUNICORN” on the shopping bag page and click “Apply” next to the promotion code box. Free [redacted] Towel and Case set will show up in your shopping bag within the Sanrio Online Store at Sanrio.com. One per order. If the [redacted] gift does not show up in the shopping bag, the promotion code was entered incorrectly or your order does not meet the offer requirements. Sanrio reserves the right to discontinue promotions at Sanrio.com at any time. All offers are not retroactive. Due to system limitations, changes to your order regarding promotions cannot be applied if proper procedures on this page are not followed. Thank you in advance for your understanding.
Sanrio.com's stands on its decision for this customer and all who complain about the details of the promotions.
In response to this complaint, it is the responsibility of the buyer to read what the terms & conditions are when they make a purchase. For example, when we need to agree on terms every time we need to update our phones, there is a very long list of things we need to read to see any changes etc. Honestly, most people just click "I Agree" and never read the print. It is the responsibility of the buyer to read the details and/or terms of anything they purchase and must understand them fully OR choose not to purchase until they are 100% sure of what they're getting into.
Our "DETAILS" on all promotions would read something like this:*Offer Details: Get a free Hello Kitty Unicorn Plush with $50 purchase. While supplies last. Only merchandise will be applied towards purchase value. Gift card purchases do not apply. Cannot be combined with any other promotional code offer. To receive the free gift, you must enter “HKUNICORN” on the shopping bag page and click “Apply” next to the promotion code box. Free Hello Kitty Towel and Case set will show up in your shopping bag within the Sanrio Online Store at Sanrio.com. One per order. If the Hello Kitty gift does not show up in the shopping bag, the promotion code was entered incorrectly or your order does not meet the offer requirements. Sanrio reserves the right to discontinue promotions at Sanrio.com at any time. All offers are not retroactive. Due to system limitations, changes to your order regarding promotions cannot be applied if proper procedures on this page are not followed. Thank you in advance for your understanding.
Sanrio.com's stand on its decision for this customer and all who complain about the details of the promotions.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. At the time I was unaware that I hadn't been charged. I was going based off the time I looked at my online bank statement when I placed the order. Apparently it was a temporary charge.
Sincerely, [redacted]
Unfortunately, we are experiencing system glitches that prevents for smooth online ordering that happened right before the Thanksgiving holiday. We have responded to the customer on [redacted] about this and will update on the status of their refund as soon as we are able. We are hoping to...
the refund glitches up & running in about a weeks time, maybe sooner.
Customers always fail to read the details on the website directly located below the promotional pictures, with regards to promotional items; Additionally it states that, Sanrio reserves the right to discontinue promotions at Sanrio.com at any time. All offers are not retroactive.
We have responded to this customer just yesterday, [redacted]. We were not aware of past emails that were sent and further explained that it may have fallen into an expired email account. However we responded as quickly as we received his complaint. As it turns out since the customer's...
order hadn't shipped out because we had sold out on the item, no payment was processed; hence no refund is due.
Initial Business Response /* (1000, 7, 2015/12/10) */
Contacts between customer and business were conducted between November 17, 2015 and November 25, 2015 via email. Customer inquired as to why not all of the items in the order was not included and after a thorough investigation by the business'...
fulfillment center, it was determined that it is unlikely that the items could be missing due to the size & weight of the claimed missing items. This was communicated back to the customer on November 25, 2015 and the business has not received a response back since.
All emails including internal documentation can be provided upon request.
We will respond to this customer todayCustomer service is in a transition since our system glitch happened over the Thanksgiving holiday We intend to resolve this with the end result of improving customer online buying experience
In answer to the promotional item that was not included
with the shipment, our website clearly instructs how the promotions work right below the promo picture on the section marked "OFFER DETAILS" it also states that promotions are good until supplies last In addition, while the customer did not get the promotional item, they did receive the 30%discount on their order
Revdex.com: I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
***HOWEVER, I DO REQUIRE MORE INFO FROM THE BUSINESS SANRIO.COM WITH SPECIFICS ON HOW TO RETURN THE ITEMS - PREPAID SHIPPING LABEL OR DO I NEED TO SUBMIT A RECEIPT FOR SHIPPING REIMBURSEMENT? IF I NEED TO FRONT THE MONEY FOR RETURN SHIPPING, HOW WILL REIMBURSEMENT BE HANDLED? *** Sincerely, *** ***
Complaint: ***I am rejecting this response because: in their return policy which states that in order to get a full refund, customers are required to return all the products and free gift, or they deduct the full price of the free gift This company only practice in their own advance Now they charge my order without free gift they should give additional discount on top of 30% off Other websites show free gift not available before checkout, Sanrio.com just try to sneak through.Sincerely,*** ***
Revdex.com:
The business has issued a partial refund in response to complaint ID ***, and while I accept it as the bare minimum action needed to be taken to resolve this issue, I find it to be a half-hearted mediocre resolutionSanrio.com should provide compensatory gifts to all the customers wronged via this fiasco, in exchange for the loss of time, inconvenience, and distress caused by failing to fulfill these orders or issue refunds during the entirety of the holiday shopping season
Also, as their shipping costs are unreasonable, those of us who ordered many items but only received some of them had to pay shipping costs we would not have found fair for such a small order, as their minimum shipping fee is $I would not have ordered just items, which weighed practically nothing, if the shipping cost that muchI ordered items at a slightly higher shipping costThis is another reason I feel compensation should be in order; I did not make a decision to buy items with a high shipping feeI made a decision to buy items with an above-average shipping feeBy not sending items, my order was altered into something I would not have purchased, given the choice
If Sanrio.com wants to retain customers who were negatively impacted by their actions over the holiday season, they should go the extra mile to compensate these customers and show that Sanrio.com values their businessI understand this is asking for more than is required, but in such circumstances, a good business does what is required to restore its customers' faith in them
Sincerely, *** ***
Customer complained that they were receiving little or no response to his complaints Unfortunately there was truth in that however, due to system-wide glitches that happened leading to Black Frida &, Cyber Monday sales prevented the company from providing prompt customer responses and a
multitude of tasks related to their orders as well, including refunds due them for items that were paid but not shipped.
This was explained to the customer and he has since received therefund due him
We take full responsibility for the lack of response soon after the Thanksgiving holiday While our customer service tried to handle system glitches with online ordering, emails and phone calls were neglected unintentionally Currently our customer service department is working
tirelessly to improve the online buying experience while trying to fix the system glitches
We did reply to the customers attempts on 12/updating her on the status of her order, that it had been delivered on the 7th The whole order was complete however we could not cancel the items she wanted cancelled because it had shipped out already We will give her the option to return those items, free of charge, and refund her only if items are packed in compliance with our return policy as stated in our website
Complaint:***I am rejecting this response because: this purchase includes free gift and 30% off, without either one the agreement is broken, it should mention free gift not available before customers check out online, also I tried to call their customer hotline no one answered and no one called back even left messages as instructed Sincerely,*** ***
We responded to this customer on *** about not receiving the promotional item Our website clearly instructs how the promotions work right below the promo picture on the section marked "OFFER DETAILS" it also states that promotions are good until supplies last In addition, while the
customer did not get the promotional item, they did receive the 30%discount on their order, where is the double standard?
Complaint:...
[redacted]I am rejecting this response because:I purchased two items and received one. Additionally, the first package said that another package would follow. Then I received an email from Sanrio on [redacted] saying that the order has been shipped, Again did not received it yet. Sounds like a typical scam. The Revdex.com should investigate this further since many people are complaining about this company practicing theft. Thank you for your cooperation,Sincerely,[redacted]
In response to this complaint, it is the responsibility of the buyer to read what the terms & conditions are when they make a purchase. For example, when we need to agree on terms every time we need to update our phones, there is a very long list of things we need to read to see any changes etc. Honestly, most people just click "I Agree" and never read the print. It is the responsibility of the buyer to read the details and/or terms of anything they purchase and must understand them fully OR choose not to purchase until they are 100% sure of what they're getting into.
Our "DETAILS" on all promotions would read something like this:*Offer Details: Get a free [redacted] Unicorn Plush with $50 purchase. While supplies last. Only merchandise will be applied towards purchase value. Gift card purchases do not apply. Cannot be combined with any other promotional code offer. To receive the free gift, you must enter “HKUNICORN” on the shopping bag page and click “Apply” next to the promotion code box. Free [redacted] Towel and Case set will show up in your shopping bag within the Sanrio Online Store at Sanrio.com. One per order. If the [redacted] gift does not show up in the shopping bag, the promotion code was entered incorrectly or your order does not meet the offer requirements. Sanrio reserves the right to discontinue promotions at Sanrio.com at any time. All offers are not retroactive. Due to system limitations, changes to your order regarding promotions cannot be applied if proper procedures on this page are not followed. Thank you in advance for your understanding.
Sanrio.com's stands on its decision for this customer and all who complain about the details of the promotions.
In response to this complaint, it is the responsibility of the buyer to read what the terms & conditions are when they make a purchase. For example, when we need to agree on terms every time we need to update our phones, there is a very long list of things we need to read to see any changes etc. Honestly, most people just click "I Agree" and never read the print. It is the responsibility of the buyer to read the details and/or terms of anything they purchase and must understand them fully OR choose not to purchase until they are 100% sure of what they're getting into.
Our "DETAILS" on all promotions would read something like this:*Offer Details: Get a free Hello Kitty Unicorn Plush with $50 purchase. While supplies last. Only merchandise will be applied towards purchase value. Gift card purchases do not apply. Cannot be combined with any other promotional code offer. To receive the free gift, you must enter “HKUNICORN” on the shopping bag page and click “Apply” next to the promotion code box. Free Hello Kitty Towel and Case set will show up in your shopping bag within the Sanrio Online Store at Sanrio.com. One per order. If the Hello Kitty gift does not show up in the shopping bag, the promotion code was entered incorrectly or your order does not meet the offer requirements. Sanrio reserves the right to discontinue promotions at Sanrio.com at any time. All offers are not retroactive. Due to system limitations, changes to your order regarding promotions cannot be applied if proper procedures on this page are not followed. Thank you in advance for your understanding.
Sanrio.com's stand on its decision for this customer and all who complain about the details of the promotions.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. At the time I was unaware that I hadn't been charged. I was going based off the time I looked at my online bank statement when I placed the order. Apparently it was a temporary charge.
Sincerely, [redacted]
Unfortunately, we are experiencing system glitches that prevents for smooth online ordering that happened right before the Thanksgiving holiday. We have responded to the customer on [redacted] about this and will update on the status of their refund as soon as we are able. We are hoping to...
the refund glitches up & running in about a weeks time, maybe sooner.
Customers always fail to read the details on the website directly located below the promotional pictures, with regards to promotional items; Additionally it states that, Sanrio reserves the right to discontinue promotions at Sanrio.com at any time. All offers are not retroactive.
We have responded to this customer just yesterday, [redacted]. We were not aware of past emails that were sent and further explained that it may have fallen into an expired email account. However we responded as quickly as we received his complaint. As it turns out since the customer's...
order hadn't shipped out because we had sold out on the item, no payment was processed; hence no refund is due.
Initial Business Response /* (1000, 7, 2015/12/10) */
Contacts between customer and business were conducted between November 17, 2015 and November 25, 2015 via email. Customer inquired as to why not all of the items in the order was not included and after a thorough investigation by the business'...
fulfillment center, it was determined that it is unlikely that the items could be missing due to the size & weight of the claimed missing items. This was communicated back to the customer on November 25, 2015 and the business has not received a response back since.
All emails including internal documentation can be provided upon request.