Sundance Catalog

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 Thanks for your help! Sincerely, [redacted]

Dear Ms [redacted] and the Utah Revdex.com, Thank you for the opportunity to respond to this complaint I have reviewed the history for order [redacted] and found the following: This order was placed on April and we received phone calls on May and inquiring about the status of the return The tracking records show that our carrier received the package on April and shipped it to Sundance on May It arrived in our facility on May Our returns are processed in the order they are received and no guarantees can be made on what day the refund will be submitted I apologize if our agent set an incorrect expectation on when this refund would be sent The refund is currently in process and will be submitted to your bank with this evening's business The amount of your refund will be $ I have waived the costs of using the return label due to the length of time it took us to process the refund, as well as the frustration you have encountered I have also refunded your original shipping charges We value our customers and hope you will provide us with another opportunity to show you the service you expect and deserve TaMara

Dear Revdex.com and Ms [redacted] , Thank you for the opportunity to respond to your concerns I have researched Ms [redacted] ' order and found the following: Her return was received by the USPS on June and was delivered to our Salt Lake City facility on July There was a lag of nearly weeks in handling our incoming returns; for this we offer our most sincere apologies A refund of $for the returned merchandise was processed this morning We normally do not return original shipping charges since that is a service that was provided, however, because of the lengthy delay in refund processing, we have done an additional refund of $with this evenings transmissions to refund for those shipping chargesBoth refunds will be sent back to our third party bank and should be reflected on your account within a few daysThank you for your extraordinary patience You are welcome to contact our customer service team at if you have further questions TaMara G***Customer Service Manager

Thanks for clarifyingI got an order # and an answer! You can keep the gift certificate [redacted] ***

Thank you for sending this complaint to us I have researched this and found that Ms [redacted] 's complaint is true and valid I see that she contacted us as early as November 22, asking to have the catalogs stop One of our new agents entered the request, incorrectly which resulted in her being added to the mailing list instead of being removed from it I have coded this address correctly The catalogs should stop now I offer my most sincere apologies for this frustration TaMara G***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 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 Sincerely, [redacted] ***

Thank you for the opportunity to respond to this concern
After receiving this complaint, I called our customer, Ms***, to discuss this. We talked about the issues of packaging and how that affected her; we also talked about the response from my staff. I am in the process of
speaking to our warehouse staff about this packaging and will take steps to make sure that this type of presentation is not a problem in the future. Ms*** indicated that past shipments from us have not been a problem.
I asked Ms*** what could be done to resolve this. She asked to have her order refunded, including shipping, and I have agreed to this resolution. The refund is being processed with today's business
It is my understanding that this resolves her concerns
TaMara G***, Customer Service Manager, Sundance Catalog

Thank you for the opportunity to respond to this concern.
As this customer has indicated, an error was made in printing in our catalog. This error was an oversight. Because we have, in good faith, made every effort to correct the customer's expectations prior to purchase, we are
not honoring this obvious misprint. We acknowledge that this has caused disappointment, and we offer our most sincere apologies

Dear Revdex.com.I agree with the customer. I can see that he has placed consistent orders with us for several years, all in December for holiday shopping. Please accept our most sincere apologies that this order wasn't up to our usual high standards. I see that the erroneous item is on
it's way back to us using the label provided. You will not be charged for the use of the label. Your original shipping charges have been refunded. The charges for the shirt will be refunded upon its arrivalI will make a notation on your customer file that your next order should be referred to our Customer Service Manager. She will make sure that you have a credit that can be used on your next order for the value of the shirt.Thank you for your patronage and we hope to have an opportunity to serve you better on the next order

","serif">Thank you for the opportunity to respond to this
inquiry. I have researched this matter and found the
following:
1)
The Cloud Layer T in question was never
actually ordered, or shipped, to Ms***
2)
On
January 7, 2015, item 66834, a red jasper bracelet, was returned to us. This bracelet was refunded the amount of
$*** in “in house” credit
3)
On order ***, Ms*** asked for
items (Coiled Tear drop earrings, $138) and (Silver Cross Charm, $58)
in exchanged. These items, totaling $196,
were sent along with a Sundance Gift Card in the amount of $ These three items, earrings/charm/gift card
total exactly $
4)
On Feb 23, 2015, we received the Coiled
Tear drop earrings back. Ms*** asked
for item *** (Cloud Layer T) as an exchange.
No size was indicated on her return paperwork. We tried to reach her, unsuccessfully. Instead, a gift card for $was
issued.
5)
The Cloud Layer T was not added to this
order, nor was it shipped/returned. Our
customer service notes indicate that Ms*** called about the status of the
Cloud Layer T on March 6, March 20, March and April 13. Resolution for her questions was not
provided at the time she called
6)
The end result is that A) Ms*** has
been refunded in full for her purchases and returns and B) we have not provided
the service and answers she deserves
In reviewing this account I see that several
contacts were made, without resolution.
This is not an example of our best customer service and I hope you will
accept our most sincere apology. I am happy
to offer a $** coupon toward your next purchase with us if you will contact me
via phone or email
Date
c = credit/I = charge
Amount
1/07/
C
-$***
Refund for return of Red Jasper Bracelet
1/08/
I
$***
Charge for Coiled Teardrop earrings
1/08/
I
$***
Return Gift Card
1/08/
I
$***
Charge for Silver Cross Charm
2/23/
C
-$***
Return of Coiled Teardrop earrings
3/04/
I
$***
Return Gift Card
$
***
*** I Customer Service Manager I sundance catalog company

I am very sorry to hear about the frustrations on Ms***’s order(s). We erroneously duplicated her replacement order and two of the same items were sent on two separate orders. Please accept our most sincere apologies
To rectify the accounting on
these orders we have issued a refund for one and made a price adjustment on the otherThe details are listed below, and both were issued back to the credit card on file
For the duplicate shipment that was sent in error, in the amount of $69.98, the refund will be processed back to credit card on file
The items are:
66637 B
MARK YOUR TERRITORY COAST
52116 OS RED
WORLD EXPLORER BAG
The order number is #***
The same two items were adjusted on order #***
A second credit was also issued in the amount of $to the customers credit card when we adjusted the prices to honor the discounted prices on the second order.
This created two separate credits totaling $
We have attempted to contact this customer by phone to discuss this, since it's complicated. We left a voice mail message. If there are other questions, please contact our customer service team at ###-###-####
TaMara
Sundance Catalog

Thank you for the opportunity to respond to this complaint. I have spoken with Ms*** and we have agreed on a resolution to this matter. Please view the attached document

Hello from Sundance! Thank you for the opportunity to respond to your concern. In researching your customer history I have found the following: The item orders, the Philippa Blouse, is an item that is sold out and we are no longer carrying. We allow a small number of back orders to
be placed in case we receive returns. This is what happened on this order. Please accept our apologies for the disappointment in this.I found one of these shirts at our Park Meadows retail store. The store is fulfilling the order and it will ship on Wednesday morning and will be sent to your address on file by second day air service. We have waived all shipping charges on your order as a small thank you for your patience and understanding. Thank you for your business!

Dear Ms*** and the Revdex.com,
We acknowledge that an error was made in our printed catalog offering an $shirt for $8.00. It is deeply disturbing to know that we have caused anxiety or upset to our customers with this error. As a company, we have made a decision that the depth of
this price error would cause harm to us if we were to honor the $price. We send our most sincere apologies for being unable to honor this price as you have requested
A company is made of many individuals. These individuals occasionally make a mistake, or don't catch an error. Regardless of the fact that this appeared in print, it is unreasonable to expect that an $shirt should be sold when that is clearly and obviously an error. Every other shirt in our catalog sells for approximately the same $price or more. A reasonable person would see that this is an error
There's no law that requires companies to honor an advertised price if that price is wrong. Typographical errors, miscommunication and other glitches can result in items being offered at what appear to be deep discounts -- discounts that would be ruinous if a company were forced to honor themLaws against or deceptive advertising require an intent to deceive on the part of the advertiserIf a company can demonstrate that an advertised price was simply a mistake, then it's not advertising. We can certainly demonstrate that this was an error
It is our belief that the best way to handle these types of situations is to make an attempt to re-set the customer's expectations at the point of purchase. To do this, we have changed our website to reflect the correct pricing, and our agents advise the customer of the error when any phone call is taken. This is what happened in Ms***'s case. I understand that you want us to honor this erroneous price. We are not in a position to do this. If we did this for one customer we would have to do it for everyone, and that sets a dangerous precedent
I hope this helps you understand our position

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
They have issued the creditto my credit card. Thank you for your intervention. They did get my shipping date wrong - I returned the item on the 12th - not the 15th. Anyway - at least they issued the credit
Sincerely,
*** ***

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]

Hello Revdex.com and Ms. [redacted],
Thank you for the opportunity to research this order and assist with a resolution.  I have reviewed the customer's order and order history and find that her request is not unreasonable based on her good order history with us.  I have done a full refund back to...

her credit card that will be processed with today's business.  I have also left a voice mail for Ms. [redacted] advising her of this.  There is no need to return the shoes; please dispose of them as you see fit.
Please accept my most sincere apologies that we didn't handle this from the first phone call.   This is not the way we normally do business.   I have also left my contact information on the customer's voice mail so that she can call me if there are unresolved concerns. 
TaMara G[redacted]
Customer Service Manager, Sundance Catalog

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]

Thank you for the opportunity to resolve this concern.  I have reached out to Mr. R[redacted] by phone.  We have discussed this matter and we have offered our apologies for making this return process less than optimal.  All of the refunds he has requested have been done; they were processed...

back to his credit card on file yesterday (August 24, 2015),Mr. R[redacted] has indicated to me that he is satisfied with the resolution and will continue to be a valued Sundance Catalog customer.    I am available if there are further questions or concerns. TaMara G[redacted]Customer Service ManagerSundance Catalog