Shopruche.com

Hi ***,
We received a letter regarding
the complaint ID ***The customer *** K ***-*** wrote in twice to our companyFirst Email:Message from Ruche - Billing InquiryRuche
To: hello
From: Ruche
Reply-to:
Ruche (http://shopruche.com/) Message from *** ***Order#: Email: ***[email protected]: Subject: Billing InquiryComments:I am trying to place an order with one sale item and one new itemThe sale is an additional 40% and the new item qualifies for 25% off since I am a memberIt won't allow me to use two promo codes, however if I ordered them separately, it would workI just think this is silly and was wondering if you could help me outThanks! *** ***-***
Which we responded the next day with: To: , hello
From: 'Ruche Customer Care'
Hi ***,
Thanks for shopping at Ruche! At this time, promotional coupon codes cannot be combined and only one promotional code can be used per orderWe apologize for any inconveniencesFor additional information regarding our billing policy, please visit http://shopruche.com/billing.htmlIf you have any additional questions, please let us knowThanks again!
She wrote in again on the 29th with this email:To: hello
From: Ruche
Reply-to:
Ruche (http://shopruche.com/) Message from ***Order#: Email: ***[email protected]: Subject: Shipping and TrackingComments:I was wondering if my order has shipped? I placed it on Friday and chose the day shipping because I need it by Thursday and I haven't received any sort of shipment confirmationI also wrote an email about another matter and haven't received a responseThanks for the help, *** ***
She wrote this on June 29th, and as our policy states on our website, we typically try to respond to emails within 1-business daysBy the time we got to her question, the package was already marked delivered on July 1st, which was days laterIt wasn't that we thought her question wasn't important, but that the issue was resolved by the time we reached itShe did receive a response to her first email, but we have no control over our customers spam/filters or if she missed it or not.
In the letter we were sent, she also complained that this was the only way to contact someone at the store, but we also offer a customer telephone number in which we answer from 8am to 6pm.
If you have any further questions, you may respond to this email addressThank you.
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*** ***
Warehouse Operations Manager

Hi ***,We received a letter regarding the complaint ID ***The customer *** K ***-*** wrote in twice to our company.First Email:Message from Ruche - Billing InquiryRucheTo: hello From: Ruche
Reply-to: Ruche (http://shopruche.com/) Message from *** ***Order#: Email: ***[email protected]: Subject: Billing InquiryComments:I am trying to place an order with one sale item and one new itemThe sale is an additional 40% and the new item qualifies for 25% off since I am a memberIt won't allow me to use two promo codes, however if I ordered them separately, it would workI just think this is silly and was wondering if you could help me outThanks! *** ***-***Which we responded the next day with: To: , hello From: 'Ruche Customer Care' Hi ***,Thanks for shopping at Ruche! At this time, promotional coupon codes cannot be combined and only one promotional code can be used per orderWe apologize for any inconveniences.For additional information regarding our billing policy, please visit http://shopruche.com/billing.html.If you have any additional questions, please let us know.Thanks again!She wrote in again on the 29th with this email:To: hello From: Ruche Reply-to: Ruche (http://shopruche.com/) Message from ***Order#: Email: ***[email protected]: Subject: Shipping and TrackingComments:I was wondering if my order has shipped? I placed it on Friday and chose the day shipping because I need it by Thursday and I haven't received any sort of shipment confirmationI also wrote an email about another matter and haven't received a responseThanks for the help, *** ***She wrote this on June 29th, and as our policy states on our website, we typically try to respond to emails within 1-business daysBy the time we got to her question, the package was already marked delivered on July 1st, which was days laterIt wasn't that we thought her question wasn't important, but that the issue was resolved by the time we reached itShe did receive a response to her first email, but we have no control over our customers spam/filters or if she missed it or not. In the letter we were sent, she also complained that this was the only way to contact someone at the store, but we also offer a customer telephone number in which we answer from 8am to 6pm. If you have any further questions, you may respond to this email addressThank you. -- *** ***Warehouse Operations Manager

We attempted to issue a refund for the item, but there's a chargeback on that order, and paypal won't let us refund while the chargeback is open. The chargeback she filed was that "Buyer claims that he/she did not...

authorize transaction" according to PayPal who is our credit card processor. 
-- 
[redacted]

We attempted to issue a refund for the item, but there's a chargeback on that order, and paypal won't let us refund while the chargeback is open. The chargeback she filed was that "Buyer claims that he/she did not authorize transaction" according to PayPal who is our credit card...

processor. -- [redacted]

Review: I ordered a shirt from Ruche on 3/12/15 for $38.99. It arrived about a week later. After washing and wearing it only twice, it fell apart at the seams on both armpits. (I still have it and can provide photos.) I'm aware that Ruche does not take returns after an item has been worn, however on 3/30/15 I asked for an exchange or refund because this was actually a defective product. Customer service offered me a $10 credit which I do not consider adequate. I tried complaining on their Facebook page, but they refused to refund me or offer me store credit at the full amount of the item.Desired Settlement: I would like a refund of the full amount, $38.99 or store credit for that full amount (if it's store credit, I would also like free shipping). Thank you!

Business

Response:

We attempted to issue a refund for the item, but there's a chargeback on that order, and paypal won't let us refund while the chargeback is open. The chargeback she filed was that "Buyer claims that he/she did not authorize transaction" according to PayPal who is our credit card processor.

Review: I recently made my first purchase at Ruche, at which time I had a couple of questions regarding my order. I emailed the customer service email that is provided on their website, I never received a response. I emailed a week later with another question and to let them know I never received a response to my initial email--and again, never received any sort of response. This is very disappointing because there is no brick and mortar store, so this is my only opportunity to contact someone at the business. I am not sure if they thought my issue was unimportant? Or if they even read my emails? But I know that I will not make another purchase from this site.Desired Settlement: To ensure that this company is responding to their customers questions!

Business

Response:

Hi [redacted],