Sigma Enterprises, LLC

Initial Business Response / [redacted] (1000, 10, 2015/11/02) */ The customer has refused the package and the package has been returned to our officeA full refund for the order was issued on October 30th This is the final resolution for this case

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ We sincerely apologize for any inconvenience and confusion this has causedThe customer's first order was made June 15th Sigma opted for a quicker, and more secure shipping method via Landmark Global at the end of June At that time a disclaimer was placed on our website at the checkout page that states- "Shipping cost, whether paid or free, do not include any additional fees charged by the carrier and/or customs upon arrivalThese fees are the responsibility of the customer and are non-refundable." The COD in reference is charged by the final carrier, in this case being Canada Post, as a fee to handle and deliver the package in a secure and timely mannerAs stated in the disclaimer found at the checkout page before an order is placed, any fees charged at delivery are not included in any of our shipping methods, are the responsibility of the customer, and are non-refundableAgain, we apologize for any inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company (Sigma) just confirmed that it was a cost to deliver the package in a "secure and timely manner." Then in fact this is not the free shipping they are claimingThey should remove this from their website This is very frustrating Final Business Response / [redacted] (4000, 9, 2015/10/15) */ We are very sorry for the frustration this has causedOur shipping carrier is Landmark Global, and we cover shipping costs for Landmark GlobalAs indicated before, carrier fees are not paid for by SigmaWe appreciate your feedback, and will look into making any necessary adjustments to our website

We sincerely apologize for the experience you have had with your recent purchaseUnfortunately, there were technical issues on our site during our Semi-Annual Sale, which caused significant delays in processingDue to these technical issues, inventory discrepancies occurred which forced our fulfillment center to fulfill orders out of sequence, to keep the process flowingBecause of the website errors out of the control of the Customer Service department, the Customer Service team received an abundance of inquiries and are working as fast as they can to answer all inquiries in the order they were received, as to be as fair as possible to all customers Our toll-free number is available on our website here- https://help.sigmabeauty.com/hc/en-us/articles/115002908468-Phone-Number The first shipment of this order was shipped on July and the remaining items were shipped on July At this time, a dispute has been filed with the credit card company, and therefore we are unable to issue a refund in any amount as the funds are locked while the case is being reviewed Again, we are so sorry for this experienceThis processing and reply time is abfor Sigma, as we usually ship within hours and respond to all inquiries same or next business dayEach customer is very important to us and the delay in response was not intentional

Initial Business Response / [redacted] (1000, 5, 2016/02/24) */ We apologize for any confusionThe customer's original package was lost by either UPS or USPS when it was being handed off to their local post office for final deliveryFor this reason, we resent the order on February 16th and the package was delivered and signed for on February 18thNo further action will be taken on this order Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) They resolved the issue by sending the brushes I paid for

Initial Business Response /* (1000, 7, 2015/08/11) */
We sincerely apologize for the inconvenience this has caused the customerOur shipping methods, whether paid or free, do not include any fees that may be incurred at deliveryThis disclaimer can be found on our checkout page, as well our
HELP/FAQ page on our website, SigmaBeauty.com
However, we have issued a refund for the COD charge in the amount of $to the customer's PayPal account at this time
Initial Consumer Rebuttal /* (2000, 9, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sigma and post Canada are still saying different things regarding thoses fees
But Sigma has given me the refund I asked for
Therefore I consider this issu resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and is satisfactory to me

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. If Sigma is not compliant with my request of re-sending the package with tracking I will be requesting a FULL refund, as that will be packages I have not received. Thanks,***

The customer's package left our shipping facility on May 4th, 2016. When International Non-Trackable shipping is selected, neither the business, shipping company, nor customer receives tracking information after the package leaves the US. This information can be found on our website, prior to...

placing an order. The average transit time for these packages is 13-31 business days, depending on the destination. However, due to the process of clearing customs, packages can take up to 8 weeks to be delivered. Keeping in mind that our shipping options are duties and taxes UNPAID, and therefore, packages may be held at the customs department or local post office for the payment that is due from the customer. We have spoken to the customer, and have offered to resend her package with a traceable method if she has not received it by the end of the 8-week mark (June 29th).

Initial Business Response /* (1000, 5, 2015/10/02) */
We sincerely apologize for any inconvenience and confusion this has caused. The customer's first order was made June 15th 2015. Sigma opted for a quicker, and more secure shipping method via Landmark Global at the end of June 2015. At that time...

a disclaimer was placed on our website at the checkout page that states- "Shipping cost, whether paid or free, do not include any additional fees charged by the carrier and/or customs upon arrival. These fees are the responsibility of the customer and are non-refundable." The COD in reference is charged by the final carrier, in this case being Canada Post, as a fee to handle and deliver the package in a secure and timely manner. As stated in the disclaimer found at the checkout page before an order is placed, any fees charged at delivery are not included in any of our shipping methods, are the responsibility of the customer, and are non-refundable. Again, we apologize for any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company (Sigma) just confirmed that it was a cost to deliver the package in a "secure and timely manner." Then in fact this is not the free shipping they are claiming. They should remove this from their website.
This is very frustrating.
Final Business Response /* (4000, 9, 2015/10/15) */
We are very sorry for the frustration this has caused. Our shipping carrier is Landmark Global, and we cover shipping costs for Landmark Global. As indicated before, carrier fees are not paid for by Sigma. We appreciate your feedback, and will look into making any necessary adjustments to our website.

We sincerely apologize for the experience you have had with your recent purchase. Unfortunately, there were technical issues on our site during our Semi-Annual Sale, which caused significant delays in processing. Due to these technical issues, inventory discrepancies occurred which forced our...

fulfillment center to fulfill orders out of sequence, to keep the process flowing. Because of the website errors out of the control of the Customer Service department, the Customer Service team received an abundance of inquiries and are working as fast as they can to answer all inquiries in the order they were received, as to be as fair as possible to all customers.   Our toll-free number is available on our website here- https://help.sigmabeauty.com/hc/en-us/articles/115002908468-Phone-Number . The first shipment of this order was shipped on July 12 and the remaining items were shipped on July 18. At this time, a dispute has been filed with the credit card company, and therefore we are unable to issue a refund in any amount as the funds are locked while the case is being reviewed.     Again, we are so sorry for this experience. This processing and reply time is abnormal for Sigma, as we usually ship within 24 hours and respond to all inquiries same or next business day. Each customer is very important to us and the delay in response was not intentional.

We apologize for the technical error on our website and thank the customer for bringing this to our attention. The product page has now been updated to reflect the correct name of the brush. Though the name of the brush was mislabeled on the product page, the photo did picture the F05 white...

handle/white bristles that the customer received. Although we understand how this can cause confusion, both the F05 white handle/white bristles and F05 black handle/black bristles are made with synthetic fibers and function the same way, meaning both brushes can be used for either cream or powder. Our entire brush collection is very multi-functional, and we simply list different uses on our website to educate customers of the different functions. We have since offered the customer a prepaid shipping label to return the F05 White that she currently has, and upon receiving it back at our office, we will gladly send the F05 - Small Contour that she is requesting, at no additional charge. However, we have not heard back from the customer since June 28th and are unable to take further action until the F05 White is received.

Initial Business Response /* (1000, 5, 2016/02/24) */
We apologize for any confusion. The customer's original package was lost by either UPS or USPS when it was being handed off to their local post office for final delivery. For this reason, we resent the order on February 16th and the package was...

delivered and signed for on February 18th. No further action will be taken on this order.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved the issue by sending the brushes I paid for.

Initial Business Response /* (1000, 8, 2015/06/29) */
This issue was resolved on June 12th when replacements for the mentioned brushes were shipped to the customer.
Sigma provides replacement items due to manufacturer defects up to one year from the purchase date. The order containing the...

shedding brushes was placed on December 10th 2012. This warranty does not cover any damages caused by general use. In my initial response, I let the customer know I was unable to provide replacements due to the order being placed 931 days ago.
The email the customer sent after my response was not received, and I was unaware that she had attempted to contact me again, until June 7th when she emailed me stating that I did not respond to her last question. On June 8th, I let her know that I would be happy to send her replacements. Replacements were shipped on June 12th.

Initial Business Response /* (1000, 10, 2015/11/02) */
The customer has refused the package and the package has been returned to our office. A full refund for the order was issued on October 30th 2015. This is the final resolution for this case.

Initial Business Response /* (1000, 5, 2016/02/19) */
Because the customer submitted three separate inquiries to our general inbox, this resulted in three separate threads about three separate topics. 1) Regarding the technical error while attempting to redeem a discount code. 2) Regarding a...

comment that was added to the order by the customer about a free gift 3) Regarding their order history.
We have thoroughly checked our database and can confirm we did not receive an email in regards to a return inquiry on 2/8/16. We did receive the customer's inquiry on 2/11/16, where we responded same day, and the customer responded the next day asking about our return policy. Our return policy details were sent to the customer on 2/12/16. We have not yet received a return from the customer and cannot issue a refund for items we have not received.
Per our return policy, returns must be received within 59 days of the original transaction date in order to be eligible for a refund to the original form of payment. Specifically for this order in reference, items must be received by March 18th for a refund.

Initial Business Response /* (1000, 5, 2015/12/23) */
We apologize for the miscommunication. The mentioned order was not shipped. Sigma reserves the right to delay shipment of any order, if payment confirmation is required. Payment confirmation was requested on December 2nd, and a response was not...

received by the customer. This order was cancelled and refunded on December 18th per customer request, and no further action will be taken. We apologize for any inconvenience this has caused.