Schoola, Inc.

Upon further review into *** *** order history, we see that:
*** *** placed an order on *** *** *** for $*** In this order, she used $** Schoola credits comprised of $** referral credits (referring herself which violates our referral credit policy, under Shopping Credits,
Discounts on https://www.schoola.com/legal) and $** credits from creating the collection on the siteHence, a net total out of her pocket was $***
The order was shipped out on *** *** *** with proof of delivery here http://www.tracking.smartlabel.com/?trackingvalue=***
On *** *** ***, more than two months from the date the order was placed, *** *** contacted our Customer Service Department claiming that she has not received the order
As a one time customer courtesy, our Customer Service Department refunded her $***, issued her $*** Schoola credits, and a 50% coupon code for her to use through *** *** ***
Given the exception we’ve made on *** *** alleged lost order after more than two months as well as allowing her to use the $** referral credit that she earned from referring herself which violates our Term of Use We feel that the prior offered from our Customer Service department of allowing *** *** to keep $*** Schoola credits was more than generous and we will not be able to offer her the $*** that is asked in her demand
Sincerely,
*** ***
VP of Finance
***

Initial Business Response /* (1000, 5, 2015/12/18) */
Though none of the records received from *** indicate an outstanding credit balance in this customer's account, we issued a store credit equal to the amount specified by the customerThe customer was not happy with this solutionWe will
issue a check made out to the customer for the requested amount (estimated to process within week)
We sent notice by email to all *** credit-holders at the time of the merge with information on how to convert or cash out existing creditBecause no *** records indicated this customer had credit, she did not receive this email

I had $*** in credit to purchase clothing on their website, due to many issues with past ordersDuring past purchases with credit, it was their policy to send you a warning email three days before your credit expired so you could use it up if you had not alreadyHowever, for this batch of credit, they did not send the warning email and removed all of my creditI emailed them telling them my issue that I never received any warning email and they told me that they changed that policy and stopped sending them, and that they refuse to give me my credit backOn top of that, they refused to give me a contact to a manager at the end of the email exchangeIn their Terms of Use page on their website, under the "Modifications" section, it states the following: "Schoola reserves the right, at its sole discretion, to modify, discontinue, or terminate the Website or any services provided on the Website, or to make changes to these Terms and Conditions and/or our Privacy Policy, at any time a

I placed an order with Schoola in ***In *** I still hadnt received the orderI placed the order during a half-off promotionWhen I contacted customer service, they apologized and issued a credit to my accountThe same half-off offer was going on so the lady gave me a code for half off my orderWhen I try to use the code it tacks on shipping costs and deducts half off of my credit amount not my order total as it shouldI am told that is how their system is set upI think it is deceptive practices that I didnt receive my order in the first place during thier half off sale and now that I have a credit issued to my account there are stipulations on me using itThis is a credit issued because I did not receive my merchandise, not a returned item, etcI've contacted customer service three times and told to deal with itBecause I didnt receive my order this is how it isNowhere on the site does it say this!! Also I had a problem with shippingTheir website says free over $

I love itGreat clothes

There is trouble in paradise While Schoola started off strong as a fundraiser for schools, it is now turning into school headaches Initially, schools were charged no shipping for sending in clothes That policy has changed, and it changed after we were promised free shipping resulting in nearly a thousand dollars being deducted from our fundraiser SadThe payment schedule to schools also changed and they now only pay out twice a yearAlso the load time is extremely slow, it takes well over months sometimes more We sent over boxes packed full of stuff, thousands of pieces of clothing of which we presorted to fit their parameters We made under $ If we had sold them for a $each at a garage sale, we would have made more moneyTransparency is an issue, schools do not know which of their items made it, or were rejected When schools receive a check, it's just that, no list of the items and what they sold for Leftover clothing is supposed to be sold at bulk, no indication that it ever happens Sadly, as much as I believed in the concept, I can no longer encourage schools to participate

I placed an order with this company when they offered a half off coupon codeThree months later I never received the orderA credit was issued to my accountThey have the same half off order going on but say I am now ineligible to use it because they had to credit my account and that is how their system is set upI also must pay shipping because I am using a creditNo one else has to do this....except those using creditsMy credit is due to not receiving merchandise they were supposed to sendI feel they are using deceptive practices to lure customersNow all I can do is use the money I spent on their over-priced clothes at full priceI never wouldve placed an order with them

I received a defective item that Schoola advertised to be in "good" conditionI was refunded for the item, and supposedly received a $courtesy creditBUT - that courtesy credit expired within a mere week, unbeknownst to me I found something I wanted to order after the credit apparently expired, and customer service refused to reinstate/honor the credit Unfortunately, Schoola has lost a customer Very, very disappointed in the customer service Schoola misrepresented an item's condition, and then effectively issued a meaningless courtesy credit

I love SchoolaIt's like going on a treasure huntI have found some amazing clothes at a fraction of the original price, as well as some 'I can't believe this is real' dealsI always end up ordering way too much, and then it's like Christmas when that big yellow Schoola bag arrives at my doorThe best part is I know that schools are benefiting from every purchase, so I can feel good about adding that extra blouse or two to my cartAnytime I have had an issue, their customer service has been quick to fix it

Upon further review into [redacted] order history, we see that:
[redacted] placed a total of 43 orders life-to-date on schoola.com site.  The gross value of the merchandise ordered was $[redacted], he only paid  $[redacted] after various discounts and credits were used....

 We’ve made various exceptions for [redacted] including refunded him a total of $[redacted], or 92% of the amount he paid when he contacted our Customer Service department expressing his dissatisfaction about most of the items he received,  despite our no refund policy.  Basically, [redacted] paid for a total of $[redacted] and kept all the items he ordered which valued at $[redacted] due to various exceptions we have made on his orders as we are taking customer satisfaction very seriously.
In regards to the credit balance of $[redacted] that [redacted] raised in his complaint, there were several credits issued to him with expiration date ranging between [redacted] through [redacted].  His first contact with our Customer Service department regarding his expired credits was on [redacted] and our Customer Service department advised him of the credit terms which is expired after 30 days as stated on the credit emails he received.  It was also brought to his attention that our credit expiration email was simply a courtesy reminder from the Company and terms of the credit that the Company is subject to.
At Schoola, we have worked hard to make shopping easy, affordable and impactful to over 30,0000 participating schools.  Based on the various exceptions that we have made in the past on Mr. Dongen’s account, we would not be able to provide any additional exception for him including extending his $[redacted] expired credits at this time.
 Regards,
 
[redacted] VP of Finance
[redacted]