Soft Surroundings

I have confirmed with our Accounting department this check in the amount of $52.00 is scheduled to be mailed on Monday, March 19th.  The customer was advised of this when she last spoke to a supervisor on 3/16/18.

Dear Revdex.com, We are very sorry that the customer is receiving unwanted catalogs.  Her request to be removed from our catalog mailing list has been fulfilled as of 7/26/16.  We would like to advise the customer that she may receive one or two more of our catalogs, as they are pre-printed up to...

four months in advance.  She should not receive any further promotional mailings from Soft Surroundings after that time.  Again, we apologize for any inconvenience this may have caused her.  Thank you, [redacted]Customer Liaison for Soft Surroundings

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]

Our records indicate the following:   5/31/17- The customer placed order# [redacted] through our Annapolis, MD store for two items:  Corsica Tunic Orange Large Missy and Corsica Tunic Turquoise Large Missy. The customer’s order total came to $135.60.  The Turquoise top was...

backordered.  She was charged $67.80 right away for the Orange top since it was in stock.  This $67.80 charge included $63.96 for the merchandise and $3.84 for sales tax.  This left a balance of $67.80 to be charged when the Turquoise top shipped.   6/9/17- The customer engaged in a Live Chat session to inquire about changing the size of the Turquoise top that was backordered.  The chat agent informed her that once an order is placed, we are unable to change or modify the order.  The customer replied she would return the item via mail and disconnected the chat.  The chat agent did not have enough time to further respond that we could have canceled the backordered item and placed a new order for the size she needed.    6/12/17- The Turquoise top shipped and the customer was charged a total of $67.80.  That amount was split into two amounts: 63.96 and $3.84.   6/19/17- Customer called around 5:30 p.m. CST to inquire about the status of her exchange.  The phone agent was unable to locate any return tracking information and advised the customer to call back in a few days.  The customer then engaged in a Live Chat session at approximately 5:40 p.m. CST to inquire again about her exchange.  She informed the agent she had mailed back the Orange top on 6/7/17.  The chat agent informed the customer that her return had been received at our warehouse and she would receive email verification once the return was processed.  The customer also informed us she had not yet received the Turquoise top and was unhappy she was not able to change the size prior to shipment and would have to return it.   6/20/17-  Our warehouse processed the customers return of the Orange top and shipped her the top in a size Medium per her return instructions.   6/24/17- We received a chargeback of $3.84 from the customer’s credit card company.   7/11/17- The customer contacted us via Live Chat to advise she had returned the Orange top for a refund at the Annapolis store on 6/30/17 but had not received a refund.  She also wanted to know the status of the exchange of the Turquoise top in size Medium.  Our chat agent advised the customer that they were unable to track the return made at the store and she would need to call the store to get the status of her refund.  Regarding the exchange of the Turquoise top, the item had been received and her exchange was pending as the size Medium was backordered.   7/24/17- Customer called in to get the status of her refund of the Orange top and the exchange of the Turquoise.  The customer ultimately canceled the exchange since it was backordered.    7/30/17- Customer emailed us wanting the status of her refund for both tops as no refunds had appeared on her account.      The reason the customer had not been refunded is due to the chargeback the customer initiated with her credit card.  The customer disputed the $3.84 and received a refund from her credit card company for this amount.  In our system, this caused her order to be flagged as already being refunded, despite the amount.   Resolution:  We will be issuing a full refund of $135.60 to the customer and this will appear on her account within 2-4 business days. Please let us know if you have any other questions regarding this inquiry.

Initial Business Response /* (1000, 5, 2015/04/27) */
This customer placed an order with our company on 11/11/14 for the Avignon chair and Avignon ottoman. A sample swatch for the color was also ordered and was shipped to customer on 11/17/15. Both chair and ottoman were on backorder....

Unfortunately, the shipment of chairs and ottoman was delayed several times. Extended delays are never good, and we do apologize. Our company does not charge up front for backordered Stock items, so the customer was not charged for items that had not shipped yet. On 4/8/15, the customer was charged for the Avignon Chair and Ottoman. Unfortunately, the chair was not available to ship, so the price of the chair was refunded and the ottoman was shipped. The shipper left the box with the Ottoman at the door of the customer, and per customer, the box was damaged and wet when they found it. The customer called on 4/14/15 to ask for a pick up for the ottoman. We deeply apologize that the pick up request was not taken care of. Our company definitely should have set up the pick up because of the ongoing problem with getting the set in stock and delivered to this customer who had waited since 11/11/14. On 4/22/15, the customer initiated a chargeback with their credit card company for the full amount of the order. Because of the Chargeback, the customer has been over refunded by $715.77 for this order. Most of it had already been refunded as of 4/13/15. Our support department contacted the customer today to try to set up a pick up, but the customer now says they can return the ottoman themselves through UPS. Please let the customer know that we can still set up a pickup if they need it. The customer made it clear to us today that they no longer wish to speak to our company. We have removed the customer from our mailing list and made sure they will no longer receive email promotions as they requested. Our goal is to make sure this customer has been 100% refunded, apologized to, and items sent to them returned. Other furniture items on our website are available to ship now. Unfortunately, this chair and ottoman set has been delayed many times. We do appreciate this customer's business and wish to make this right for them. Please have the customer call us again if anything else needs to be done. We do apologize.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are false statements made in the response from Soft Surroundings. First, the refund amount of $715.77 is less than the amount charged to my credit card. Soft Surroundings has fabricated the statement of "an over refund". The total credit should be $940.47. This company still owes me a credit of $224.70. I have just confirmed this amount with my credit card company. In fact, we tried to place a conference call to Soft Surroundings this evening. We called [redacted] at [redacted] and landed in her voice mail. As I sated previously, In addition, I did not state that I refused to speak with them. Rather, I stated that once this matter was completely taken care of, which it is not, I never wanted to hear from this company again by email or USPS mail catalogs. In the meantime, I received 2 phone calls yesterday, 4/27/15 while in a meeting at work. The customer service representative, [redacted], said that I could call her back at [redacted] before 7pm East Coast time (6 pm Central time) regarding having the ottoman picked up. I attempted to return the phone call twice and landed in [redacted]'s voice mail both times. I left a message with my phone number [redacted]. As of this return writing I have not received a phone call back from [redacted]. The remainder of my credit due is $224.70 which, as I have stated earlier, is confirmed by my credit card company. There is obviously a misconstrued and untrue statements made by the company in their response. It is unacceptable to withhold the balance and then fabricate the accusation of "over refunding" my account. I have both a credit card statement and an email notice from the credit card company of the total amount owed to my card and the partial refund.
Final Business Response /* (4000, 9, 2015/05/04) */
We are sorry that this customer feels we are not being forthright with them. That is not our intention. This customer was charged $960.47 total for an order for a fabric swatch, a chair, and a matching ottoman. The customer was then refunded on 4/13/15 $20.00 and $692.67. On 4/17/15 the customer was refunded $23.10. Total Refund was $735.77. This left a total of $224.70 to refund. On 4/22/15 our company received a Chargeback from their credit card company because this customer disputed the charge on their credit card for $940.47. A Dispute or Chargeback causes the credit card to be refunded for the amount of the Dispute or Chargeback. This was after our company had refunded the customer $735.77. In effect, because of the chargeback, the customer has been over refunded. Our company will communicate with the credit card company and let them know of the situation. Once the chargeback amount has been corrected, the customer will have been refunded the entire amount of the order.
Our company realizes this customer is very upset with the delay in shipping them the chair and ottoman. Unfortunately, the ottoman came into stock before the chair, and we shipped it to the customer. Of course, the customer expected both the ottoman and the chair to come at the same time. Unfortunately, the chair has been delayed again. This is not a good situation for either the company or the customers who have ordered the chair/ottoman set. We do sincerely apologize for the entire situation.
As for the refund of this order, the customer has been refunded. The customer can check with their bank about how much has been refunded and when.

Complaint: [redacted]
I am rejecting this response because: Soft Surrounds will just put me back on the mailing list. They need a do NOT mail list.
Sincerely,
[redacted]

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.[redacted] notified me that Soft Surroundings will refund $541.16 to my account within 5 business days from 11/29/17.
Sincerely,
[redacted]

We are very sorry for the delay with processing the customer's refund.  Upon review of her order, the return tracking number shows her package was delivered to our warehouse on 1/27/17.  We have been behind in processing return packages but as of 2/7/17, we initiated her refund for...

$79.99.  This refund should post to her account within 2-3 business days. We have contacted the customer by phone to offer our apologies and advise that her refund is being processed immediately.  We will also issue the customer a $25.00 discount coupon to use towards a future order in hope she will continue to shop with us.