SUMBRO, INC., dba Hollywood Discount Cleaners

Complaint: ***
I am rejecting this response because:
I find it simply unacceptable that a company's response to it's product breaking after several uses is to offer a small discount off a future purchase as opposed to a repair or replacementThis business sells only it's own merchandise and therefore should be fully responsible for repair or replacementIf I took these earrings back to Nordstrom, a department store that carries Kendra Scott, my purchase price would be fully refunded.
Regards,
*** ***

Customer received shipment within business days (it was delivered at 7:25PM on Thursday, 6/29). Our Customer Service Lead attempted to call the customer, but he did not answer

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
Thank you!
Regards,
*** ***

Kendra Scott Customer Service has been in contact with this customer as recently as 3/and is in the process of resolving/accommodating this customer

Dear ***, I am so sorry to hear about the disappointment you experienced when receiving your recent Kendra Scott order, and then the frustration you experienced when contacting our Customer Service team. We are happy to issue you a refund since the item you received was not of expected
quality. One of our Team Leads will email you directly later today with a refund receipt. Thank you for letting us know about this issue - we take our customers' feedback very seriously! Sincerely,Kendra Scott Customer Service

We are so sorry for this frustrating experience The merchant processor located the transaction and issued a full refund ($192.14) on 8/9/ The store manager also shipped the items to the customer free of charge, after the refund had been issued Please reach out to
*** with any further questions or concerns

Complaint: [redacted]
 
I am rejecting this response because:
As you stated in your email, "it was...

delivered at 7:25PM," which is two and a half hours after the business day ends. I attempted return the call at 7:55 eastern time, on the 12th of July but elicited no response. 
[redacted]

[redacted] has been in contact with this customer and is working with them to resolve their issue. We will be offering a refund to the customer for the aforementioned purchases.

Dear Revdex.com, 
Thank you for notifying us of the update on this issue.
If this customer is able to provide us with a receipt from the purchase or order of these earrings (from our website or one of our retail stores), we are happy to look into her options.   We must have a receipt showing the proof of purchase to be within 1 year for a refund or exchange to be possible.  We are unable to offer refunds or exchanges for purchases made outside of our website or our retail store locations.   Other stores and boutiques that sell our jewelry have their own return and exchange policies.  Returns and exchanges of items purchased outside of our website and retail stores must be handled directly through the store where they were purchased.    
We are not able to offer repairs on our jewelry, but in this instance, we are happy to offer 30% off the purchase of a replacement item. 
Please do not hesitate to contact me with any further questions or concerns. 
Best,
[redacted] Customer Service Manager

Dear Revdex.com,
 
Thank you for notifying us of the complaint you received.  We strive to provide “wow” customer service and to take care of our customers to the best of our ability.
 
/>
This customer first contacted us on February 25, 2014 because the post broke off one of her [redacted] earrings.  She included a photo of the pair of earrings as well as the storage pouch that we include with all of our jewelry items.  Both the earrings and the pouch are old styles – the earrings were from a 2011 collection that we no longer have in stock, and we discontinued the use of that particular style of pouch in 2012.
It is our policy that for any items purchased directly through us (Kendra Scott Retail Stores or www.kendrascott.com) that are over one year old, we offer a 20% discount to put towards the purchase of a replacement item.  Most fashion jewelry companies offer nothing in these cases – we like to offer our customers something and help them with the purchase of a new item.  One of our customer service representatives explained this to the customer, but she was not satisfied with that offer.  Our representative asked for more information – when and where the earrings were purchased to look into any additional options.  The customer replied that she believed they were purchased through Kendra Scott.  Unfortunately we do not have any orders or purchases under her name.  The order number that was included with the Revdex.com Complaint Form does not match any orders in our system. 
We are unable to offer a repair or replacement for this particular style of earrings, but I did approve a 30% discount for this customer instead of our usual 20% to put towards the purchase of a replacement. 
We always want to take care of our customers.  Since this is an old style of earring that cannot be replaced and we were unable to locate a proof of purchase, we are happy to offer this customer a discount towards the purchase of a replacement.
 
Please do not hesitate to contact me for any further questions, or if you need any additional information.
 
 
Best,
 
[redacted] Customer Service Manager

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.
Regards,
[redacted]