Scrubs & Beyond LLC

Initial Business Response / [redacted] (1000, 8, 2015/09/01) */ We have shipped this customer $of merchandise on top of the $that we shipped originallyEvery time she has called our call center, almost times, you cannot get the consumer off the phone so they have literally thrown credits at her and reshipped things we shouldn't haveWe've only had two returns from herI, the director of e-commerce, talked to her myselfI was on the phone with her for minutes the first time and during that time her story changed timesI called UPS and the UPS Store for her and checked up on these issuesI do not know what else to do for this consumerWe cannot keep crediting herWe explained that if she wanted to return everything we shipped for free we would gladly reship anything she needed but she will not return anythingFirst she told us she gave it to the post office so I offered to call them and see where those packages were because there was no record of a package coming back to usThen she told us they scanned them inThen she told us it was UPS even though we use USPS LabelsI called UPS and asked if there was any way they could have scanned in a FedEx USPS label and was told absolutely notI asked if they had picked a package up for this house and was told absolutely notThen she told us she took them to a UPS Store and upon calling that store, they confirmed this consumer did not do thisI explained this to the consumer and she demanded a credit

Hello ***,We sincerely apologize for the delay with shipping your orderWe recently relocated our distribution center as well as contact center and due to some complications,? shipping orders were delayedPer your request, your order was cancelled and you were not charged because the items never shippedAgain, we do apologize for the inconvenience and certainly appreciate your businessIf you decide to give us another chance we would like to extend a one time coupon code to take 20% off your merchandise total and free premium ground shippingThe code to use is: [redacted] Please contact [redacted] if you have any further questions or concernsHave a great day!? Warm regards,Customer ServiceScrubs & Beyond?

Hello,Thank you for reaching out to us and informing of your shopping experienceI researched and it appears a refund was already issued in the full amount of the orderCan you please reach out to me directly at [redacted] @scrubsandbeyond.com to inform if you have received the refund back to your [redacted] account n the amount of $107.13? It can take to business day for the refund to reflect back into your [redacted] accountI look forward to hearing back from youHave a great day!Best regards,***?

I believe this complaint has been resolvedI spoke with [redacted] yesterday, apologized and listened to her experienceShe was very frustrated but calm and very pleasant Her frustration stemmed from the fact that she could not get a straight answerShe had to call multiple times to get the help she needed and felt like she was getting the run aroundI believe her troubles were caused by lack of agent training on how to handle a prepaid credit cardThis has been rectifiedBottom line, our expectation is that our customer receive one call resolution serviceThis did not happen for [redacted] Our hope is that she give us another chance to give her the kind of service she deserves and should expect from Scrubs & Beyond

Hello,We apologize for any inconvenience and have researched your concernIt appears your first shipment is being returned back to us and we will issue a refund in the amount of $back to the original method of paymentIt can take up to to business days for the refund to reflect back into your accountIf you have further questions or issues please contact us at [redacted] and we will be more than happy to assist you furtherHave a great week!? Best regards,Customer ServiceScrubs & Beyond

Initial Business Response / [redacted] (1000, 11, 2015/08/17) */ This situation was in fact handled poorly on our end, and we are have put processes in place to ensure it does not happen againWe did, in the end, fix the issue with an apologize to Ms [redacted] an shipping the item she requestedWe also followed up to verify with Ms [redacted] on 8/that she did receive the item with the correct logo and was satisfied with the end product

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Customer placed order on 08/25/and multiple items were on backorderTheir original total was $of which we only did one pre authorization for, authorization code XXXXXXWe did a partial shipment on 09/11/and charged them $for those items, UPS tracking 1ZYXXXXXXXXXXXXXXX, delivered on 09/14/We sent another shipment of backordered items on 09/28/and charged them $for those items, UPS tracking 1ZYXXXXXXXXXXXXXXX, delivered on 09/30/The charge settlement removes from the original authorization amountWe don't have any record of doing additional authorizations we only have the one codeThere was one additional item on backorder due to shipCustomer called in on 10/01/to cancel and we did cancel that item, it will not be chargedWe verified our records and there have only been two charges for each of the shipments, $and $We did give them a refund of $for their inconvenience of waiting on the backorder items, which was 20% of their original order totalThat was processed on 09/14/We are also going to contact them via phone, apologize again and let them know they can return their items if they wish using our return labelWe will waive the return label fee for them

Hello,We do apologize for any inconvenience to our customer; however, once verified, the items offered for comparison were both from [redacted] (a resale site) and clearance priced and did not qualify for the price match offerFor those reasons we were unable to ship the order, the customer was called, and an apology given with an offer for 15% discount off merchandise total Our price match policy is on our website and does call out exclusions from the offerWe look forward to hearing back from the customer to verify if she would like to proceed with the order(s)Please let us know if we can further assist youHave a great day!Best regards,Scrubs & BeyondCustomer Service

Hello [redacted] ,Thank you for informing us that you did not receive your PayPal refund as you were toldWe do apologize for any inconvenience and appreciate your patienceI personally issued your PayPal refund today in the amount of $Please know your concerns are not taken lightly and we will be looking further into thisIf you have any further questions or concerns, please don't hesitate to give us a call at [redacted] Have a great weekend!Best regards, [redacted] Customer ServiceScrubs & Beyond?

Hello [redacted] ,We are sorry to hear of this and do apologize for any inconvenienceIt appears we have partially shipped your order on 5/via UPS and per the tracking number [redacted] ? is in transit to you with an estimated delivery date of 5/We will be more than happy to overnight your remaining items to youCan you please email [redacted] @scrubsandbeyond.com to verify what address you would like for us to ship to? Again, we do apologize for the inconvenience and certainly appreciate your business! We look forward to hearing back from youHave a great day!Best regards,Customer ServiceScrubs & Beyond?

Complaint: [redacted] I am rejecting this response because: Per [redacted] from my bank, Uniform City put ahold on my funds for $on 01/06/2017, which resulted in the Prior authorization being stuck on hold Last night another $was deducted from my account, which resulted in my card being charged three timesMy attached bank statement will show the mistake that was done by Uniform City Sincerely, [redacted]

Hello ***,We sincerely apologize for all the inconvenience and are sorry to hear your order was not cancelled and you were not refunded fullyWe will be more than happy to refund you the shipping fee of $Also, if you incurred any overdraft fee's because your order was not cancelled please send documentation to [redacted] and she will research furtherFinally, please email [redacted] to inform what method of payment should we refund the shipping fee toPlease refer to your online order confirmation number in the subject lineAgain, we do apologize for any inconvenience and if you decide to give us another chance please utilize the coupon code [redacted] ? for 20% off your order plus free premium ground shippingIf you have any further questions or concerns please let us knowHave a pleasant day!Best regards,Customer ServiceScrubs &? Beyond?

Hello [redacted] ,We apologize for any inconvenienceWe recently relocated our Fulfillment Center and Contact Center at the same time and have had some issues with delays for refundingAgain, we do apologize and nonetheless, we will issue a full refund in the amount of $to the original method of paymentPlease allow to business days for the refund to reflect back into your accountIf you need to contact us for further assistance you may email directly to [redacted] ? Please know we appreciate your business and value you as a customerThank you for your patience while we work through a few obstaclesEnjoy the rest of your week!Best regards,Customer Service Scrubs & Beyond?

I believe this complaint has been resolvedI spoke with [redacted] yesterday, apologized and listened to her experienceShe was very frustrated but calm and very pleasant? Her frustration stemmed from the fact that she could not get a straight answerShe had to call multiple times to get the help she needed and felt like she was getting the run aroundI believe her troubles were caused by lack of agent training on how to handle a prepaid credit cardThis has been rectifiedBottom line, our expectation is that our customer receive one call resolution serviceThis did not happen for [redacted] Our hope is that she give us another chance to give her the kind of service she deserves and should expect from Scrubs & Beyond

Initial Business Response / [redacted] (1000, 5, 2016/02/04) */ I am sorry for any confusion there may beWe do have stores available to return an item purchased from any of our stores or onlineWe did recently close stores and currently have Scrubs & Beyond stores, Life Uniform Stores, and Uniform City storesAll of our stores will be happy to accept any qualifying return We also include a return label (customer pays $7.99) in each online order shipment and offer free exchange shipping with any online purchase We have two stores in Oregon within driving distance from customer: Life Uniform [redacted] Suite B Tigard, OR XXXXX (XXX) XXX-XXXX Life Uniform [redacted] Rd Clackamas, OR XXXXX (XXX) XXX-XXXX We will attempt to contact the customer to see if there is anything we can do to help and appreciate her taking the time to report any issue she finds with our sitewe have updated the number of stores called out on the site as requestedThank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please update the map on your returns website to include both the Scrubs and Beyond locations and Life Uniform locationsWhen I called your customer service line they told me the nearest location was in California

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, only because I was able to call my bank and have the $reversed and put back into my account.? Uniform City's accounting department is still inaccurate in saying that my account was never charged even with the documentation of my bank statement.? I still will never use their business ever again Sincerely, [redacted]

I am so sorry for your trouble with our companyI hate to hear this and you certainly should expect better service than you have receivedSomeone should be contacting you directly to get this resolvedWe will make this rightThank you for letting us know about your experience and again I apologize

We would first like to offer our sincere apologies to Ms [redacted] as we agree that her order did take longer than the timeline stated when she placed her orderAt the very least, Ms [redacted] should have been contacted and made aware of the delayAlthough this is not an excuse in any way, our engraving department was running a little behind due to heavy volume during graduation season at the time Ms [redacted] placed her orderAgain, this is not an excuse, just not business practices for Scrubs & BeyondAs a result of this complaint, we will be working to improve this process so that this does not happen againWe also did reach out and try to contact Ms [redacted] to let her know that her account has been credited for the full amount of her order and to let her know how sorry we are for the inconvenience we caused herWe know we let her down, as she was counting on the item to give as a giftBottom line, we did not give her the kind of service she should expect from Scrubs & Beyond

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 Sincerely, [redacted]

Hello [redacted] ,We are so very sorry about the inconvenience and delay in shipping the remainder of your orderIt appears the items were on back order status; however, the items shipped today 6/via UPS and the tracking number is [redacted] Since the order shipped today please allow business hours for the tracking data to be updatedAgain we apologize for the delay and certainly appreciate your businessIf you need further assistance or have any questions please reach out to [redacted] Have a great day!Best regards,Customer ServiceScrubs & Beyond