Sundance Catalog

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[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.
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.
Thanks for your help!
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]

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 28 and was delivered to our Salt Lake City facility on July 12.   There was a lag of...

nearly 3 weeks in handling our incoming returns; for this we offer our most sincere apologies.  A refund of $300.00 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 $9.95 with this evenings transmissions to refund for those shipping charges. Both refunds will be sent back to our third party bank and should be reflected on your account within a few days. Thank you for your extraordinary patience.  You are welcome to contact our customer service team at 800.422.2770 if you have further questions.  TaMara G[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.
Sincerely,
[redacted].

Thanks for clarifying. I got an order # and an answer! You can keep the gift certificate.
[redacted]

Thank you for the opportunity to research and respond to this complaint.   Our records show that item 73714, the Alegria vest, was refunded to your credit card this morning.  The item was purchased for $138.00 on 9-7-16.  A refund of $130.05 is being submitted with the close...

of business today.  The refund was sent for $7.95 less than the original purchase price.  This was for the cost of the SmartLabel used for return shipping.  Because I understand and empathize with the length of time elapsed in shipping (pkg sent on 9/15 and not processed until 10/3) I have also refunded the $7.95.  This may show up as a separate refund to your card.   The costs of original shipping and handling are not refundable since that is a service that was provided.  Many thanks for your patronage, TaMaraCustomer Service

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 19 and we received phone calls on May 6 and 11 inquiring about the status of the...

return.  The tracking records show that our carrier received the package on April 28 and shipped it to Sundance on May 1.  It arrived in our facility on May 4.  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 $107.95.  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

Thank you for the opportunity to respond to this complaint.  I have researched Ms. [redacted]’s order history and found the following: We have a record of Ms. [redacted]’s call to our customer service center on the evening of June 14, stating that she had not received her full refund.  We...

sent an inquiry to our returns team to search for the missing ring.  This type of search takes 24-48 hours and Ms. [redacted] was advised of this time frame by our staff. Ms. [redacted]’s phone call was received after our returns department had closed for the day on June 14 requiring the actual research to be done on June 15.  The returns department was not able to locate the ring in their search, and sent a reply to this effect back to customer service. The customer service agent felt that the most ethical thing to do was to refund Ms. [redacted] anyway.  That request was sent back to our returns team for processing. On the morning of June 16, we received an email from Ms. [redacted] calling Sundance “a thief”.  The agent who received this email contacted returns and asked them to expedite this refund because it was clear that this customer was frustrated.  A refund of $357.00 was submitted to our third party bank today. This refund covers the cost of the missing ring and sales tax.  The refund is now in the hands of the third party bank; from this point, the average amount of time for a refund to be credited to a customer’s card is 3-4 business days.  Our returns supervisor called Ms. [redacted] to advise her that the refund had been done. I have not been able to corroborate any other issues that resulted in Ms. [redacted] losing money relative to a Sundance Catalog transaction.  She has placed 13 orders with us in the last two years, five of those orders have had returns.  We have received no phone calls from her regarding concerns about the refunds on any of returns with this exception of the order she has complained about. The only other customer service issue in her record is a pair of earrings that was lost in transit.  We replaced those earrings.  Ms. [redacted] ended up eventually receiving the first shipment and was kind enough to call and let us know.  She returned them to us. It appears that the requested resolution on this order has been accomplished.  We appreciate Ms. [redacted]’s patronage on her past orders.  I have a concern, however, about the tone of her complaint and her unfounded allegations of theft and sending substitute merchandise.  This is simply not true and to make such a spurious allegation without proof is inappropriate and not in standing with the ethics that Sundance Catalog has proven in this matter. It additionally sets up a tone of disrespect that is not compatible with a good customer/business relation.   TaMara G[redacted] Customer Service Manager Tell us why here...

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]