SoHa Living

Dear ***,I am extremely sorry and shocked that this has happened to you I just spoke with the Manager in Koloa and she was obviously not trained correctly on how we process these types of shipments Koloa is a brand new location for us with an entirely new staffWe ship signs daily out of our other locations and have never experienced this issue before Had I, or her GM known she was having a problem shipping your order, we would have intervened with additional training I wish that had been the caseYou are 100% correct, this delay is unacceptable We of course will issue you a refund for the shipping and I truly hope that you will accept our sincerest apologies.We have process the refund today and you should see it reflected on your statement in up to daysMahalo, [redacted]

We are very sorry about this We do have a return policy that is posted at checkout as well as on our receipt There are also signs that state that all jewelry is all sales final We need to do this for sanitary reasons as customers were concerned when we did not have this policy
as they did not want to wear earrings already tried on by another person Also, the sales associate made a note for the Manager that day about the phone call stating that she offered to do an exchange We always make exceptions to rare situations like this to make a customer happy and offered to exchange it The associate said that the earrings were not broken at time of purchase but again we always want to make the customer happy so still offered the exchange even though they were broken during her trip home The customer told our associate that they wanted a refund instead of an exchange If the customer is able to return the earrings, we will make an extra exception to refund her for the purchase this time, but this is not our policy We will wait to hear if the customer would like to exchange it or return the item for a refund

Dear ***,
I am extremely sorry and shocked that this has happened to you I just spoke with the Manager in Koloa and she was obviously not trained correctly on how we process these types of shipments Koloa is a brand new location for us with an entirely new staffWe
ship signs daily out of our other locations and have never experienced this issue before Had I, or her GM known she was having a problem shipping your order, we would have intervened with additional training I wish that had been the caseYou are 100% correct, this delay is unacceptable We of course will issue you a refund for the shipping and I truly hope that you will accept our sincerest apologiesWe have process the refund today and you should see it reflected on your statement in up to days.
Mahalo,
*** ***

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I did not ask for a reason as to why you have an all sales final policy. Thank you for explaining, but that reasoning brings up more questions than answers. I've purchased jewelry from different stores and I was always able to return or exchange the item with a receipt, worn or not.
While it is true that the sales associate offered to do an exchange, it was also said that we would have to come in the same day to have the exchange completed because she was making the exception and she wouldn't know if other associates would do the same. It was a Sunday and we called at around or 4 I believe. I wasn't about to drop everything and drive down to your store to do an exchange. "I will write down your contact information, please come down when you have time," should have been the response. Furthermore, a manager was not on duty when we called and we were told that a manager would be in tomorrow. Had there been someone equipped to handle this situation this all could have been avoidedI requested that a check be sent to me as I do not wish to drive down to Kahala and deal with you people
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:I did not ask for a reason as to why you have an all sales final policy.  Thank you for explaining, but that reasoning brings up more questions than answers.  I've purchased jewelry from different stores and I was always able to return or exchange the item with a receipt, worn or not. While it is true that the sales associate offered to do an exchange, it was also said that we would have to come in the same day to have the exchange completed because she was making the exception and she wouldn't know if other associates would do the same.  It was a Sunday and we called at around 3 or 4 I believe.  I wasn't about to drop everything and drive down to your store to do an exchange.  "I will write down your contact information, please come down when you have time," should have been the response.  Furthermore, a manager was not on duty when we called and we were told that a manager would be in tomorrow.  Had there been someone equipped to handle this situation this all could have been avoided.I requested that a check be sent to me as I do not wish to drive down to Kahala and deal with you people.
Sincerely,
[redacted]

Dear [redacted],I am extremely sorry and shocked that this has happened to you.  I just spoke with the Manager in Koloa and she was obviously not trained correctly on how we process these types of shipments.  Koloa is a brand new location for us with an entirely new staff. We ship signs daily...

out of our other locations and have never experienced this issue before.  Had I, or her GM known she was having a problem shipping your order, we would have intervened with additional training.  I wish that had been the case. You are 100% correct, this delay is unacceptable.  We of course will issue you a refund for the shipping and I truly hope that you will accept our sincerest apologies.We have process the refund today and you should see it reflected on your statement in up to 5 days. Mahalo,[redacted]