Swags Galore, Inc.

[A default letter is provided here...

which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

[redacted] -The first email/communication we've received from you was your email on 11/5. I do apologize for the delay in receiving the products, however these items were backordered due to the manufacturer failing to meet demand, and our records indicate you were notified. I see that you...

ordered five [redacted] Sheer items; I would be happy to issue you replacements if you could please email me picture/photo of the defect in question as your email was unclear on what the defect is, specifically. Our best contact phone number is listed on your receipt and packing slip (the blue slip inside the box you received).Best regards,Jim H[redacted]Swagsgalore.com[redacted]@swagsgalore.com

Please pass my comments to Swags Galore.
I did receive their email stating that $131.98 was credited back to my account.  Will I see this credit when I make a purchase?
In the comments from Jim Herring, he stated that he believes that Jim Cr[redacted] and I have spoken via phone regarding my order.  I have never spoken to him nor have I received any communication from Swags Galore.  I believe what prompted the email from their webmaster to me  on 7/1/2015 was my intent to file the complaint with the Revdex.com if I did not receive a response. 
It is very frustrating when no response is received to emails that I had sent prior to the one on 7/1/2015.  And even more frustrating is to call the phone number and get the message that the number is no longer in service.  The correct number should be put on all websites, including the internet yellow pages.
The bottom line in all of this is that  all companies that provide customer service should provide customer service.  If I would have received a message stating that it normally takes ten business days to process a return, then I would not have submitted my complaint to the Revdex.com.  Communication is key to all consumers.  I hope Swags Galore takes my comments seriously and will make necessary changes to their customer service department. 
 
Regards,
[redacted]

Revdex.com/[redacted] -This order was refunded immediately upon receiving the cancellation request from [redacted] via email (see attached screenshot of issued refund transaction, 12/17). We consider this order closed/resolved in good faith as we have corresponded with the customer directly to address it...

in whatever way the customer desired - with regard to our advertising policies, we are unfortunately at the mercy of our suppliers/manufacturers (as are all retailers) and we cannot alter out advertising policy as such due to an unforseen manufacturer production shortage due to holiday rush traffic.Best regards,J. H[redacted]Swags Galore Inc.###-###-####[redacted]@swagsgalore.com

Revdex.com - We are unclear as to the nature of this complaint; on 11/20, we responded to the first received email contact from the customer (and her voicemail that day as I recall) with an email requesting that she detail the items she would like to order with her store...

credit. She responded on 11/20 indicating the qty/type of the products she would like to order, we confirmed the SKUs, and the shipment has been approved and if I'm not mistaken, departed via [redacted] this past Monday Morning.Best regards,Jim H[redacted] / Web Operations Manager[redacted]@swagsgalore.comSwagsGalore.com Office:
([redacted]
[redacted], Lakeville PA

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.    DUE to Limited choices, I have no recourse but to accept the REFUND of MY MONEY....  I Appriecate the intervention by Revdex.com without your help, this company would have kept on harrassing & Bulling ME....   I am NOT GETTING anything that  I AM NOT ENTITLED TO.....     If credit was issued on 11/30  as they indicated.... IT has NOT been rec'd by me yet....
 again, Revdex.com thank you for your help
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  My address is as follows:
[redacted]
South Amboy, New Jersey [redacted]
Please send my refund check to this address.
Regards,
[redacted]

[redacted] -We most recently contacted you on 12/2 (voicemail, then email) to advise you that the [redacted] product line had recently been discontinued...

without prior announcement by the manufacturer. We offered to substitute for another product of your choosing and have something else shipped out ASAP, or cancel at your discretion. We've not received a response; please let me know if you'd like to cancel your order, or substitute for an in-stock item which I'd be happy to get out right away for you.Best regards,J. H[redacted]Swags Galore Inc.###-###-####[redacted]@swagsgalore.com

Revdex.com -Both myself and our warehouse general manager have been in contact with this customer via email and phone, most recently by phone yesterday. Unfortunately the manufacturer short-shipped us and also went overdue on replenishing stock for these products which [redacted] ordered (she was...

informed of this via email). Yesterday [redacted] contacted us and made a number of threats, and appeared to be generally upset. While we had received [redacted]'s desired product for shipment in late Tuesday of this week and were prepared to ship it out yesterday, due to her demeanor over the phone (she demanded overnight shipping at our expense though the delay has been due to the product's manufacturer) and the impression that she could not be reasonably satisfied, I elected to refund her monies in full, which was completed yesterday at 12:30 US Central time, all funds having been issued back to her [redacted] card ending in [redacted].I regret we were not able to fill [redacted]'s order to her satisfaction by the date and time she had hoped, however we feel this is the most logical course of action given the nature of the issue.Best regards,Jim H[redacted]General Operations ManagerSwags Galore Inc.###-###-####[redacted]@swagsgalore.com

[redacted] -Regarding complaint [redacted] for Swags Galore Inc. – the customer in question’s purchase and credit history is below:- Purchase for $99.96 (3/2/15)- Credit for -...

$14.99 (3/3/15) *Per customer request to use a free shipping coupon- $84.97 remaining in charges- [Customer’s products were backordered for an extended period due manufacturing shortage]- Customer requested order cancellation via phone 3/21/15- $84.97 refunded 3/21/15This order has been refunded in full and the issue resolved as of 3/21/15.Best regards, 
Jim Herring / Web Operations Manager[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted]

Thank you for your inquiry, We are very sorry for the mix up. We are also sorry for the poor customer service. We had a team who was suppose to be handling it and I have let them go because of the poor quality. I have taken back over. We have issued a full refund. We will also send a return tag to...

you via email so you can send us the product back to us.  If you have any questions please contact me personally at ###-###-#### or my cell ###-###-####.
Refunded amount of $199.90 online. Transaction ID: "[redacted]".

[redacted] -I am sorry you have had difficulty communicating with our staff, I believe there has been some miscommunication. Our records indicate you were contacted by our staff in August to advise of one of the ordered items (heavy curtain rod) being discontinued by the manufacturer. Notes...

indicate you requested the heavy rods be removed from your order and credited, and we show a credit was issued to your [redacted] card ($14.98) for these items, and that you requested the remaining items be shipped as soon as they were in-stock.Your remaining order items (totaling $79.95) were shipped last week via [redacted]) and the tracking number was emailed to your [redacted].com account. [redacted] indicates this package will arrive at your door tomorrow (9/23). Please feel free to contact me directly with any questions,Jim H[redacted]Swags Galore Inc.[redacted]@swagsgalore.com###-###-####

[redacted] -Due to our inability to fill your order in a timely fashion, and a lack of response from our attempts to communicate with you via email, your order was cancelled and refunded some time ago. Your order was refunded in full via transaction # 

[redacted] on 9/10/15. We do apologize for any inconvenience this may have caused, however we consider it mandatory to refund our customers in cases where we cannot fill their order and also cannot make contact with them.Please feel free to place another order on the website or shoot me an email directly if you have any questions.Best regards,Jim H[redacted]General Operations ManagerSwags Galore Inc.###-###-####[redacted]@swagsgalore.com

Revdex.com - Given the irate nature of the customer, the vaguely threatening emails we've received and the clear frustration on her part leading to very grave miscommunication - we see no alternative here but to refund the customer in the amount she has requested ($70.22) which was processed today (11/30/15) despite the customer possessing product which now is in her care at no cost to herself. We deeply apologize for any miscommunication or inconvenience caused by this transaction, however the convoluted chain of emails and customer communication has been difficult at best and we feel this is an acceptable resolution by all accounts.Best regards,J. H[redacted]Swags Galore Inc.
[redacted]@swagsgalore.com

RE: Complaint & Return Policy While Swags Galore recognizes the frustrations often caused by manufacturer backorders and discontinued products, in this particular instance there appears to have been a great deal of miscommunication between our corporation and the customer. While we...

are not interested in assigning fault to anyone in particular for miscommunication, on our end our records indicate the customer desired an order cancellation and refund for her second order, given as we were unable to fill the order. As such, we attempted to take the best course of action possible, by refunding the customer for items which we could not provide due to the manufacturer.It is our policy by default to rapidly refund a customer we are unable to fulfill in the case that they request a refund, or we are unable to contact them/get a response from them. We feel this is the right thing to do in either case, as the customer's money is theirs to do with as they please, not ours.With regard to the customer's complaint RE: our return policy period, for business reasons and otherwise, we find thirty days to be a reasonable and industry-standard period outside of which to restrict returns of any kind, per our policy as seen on our website (http://www.swagsgalore.com/return-policy.html) and included with our products when shipped to the customer. Again, we are not interested in any sort of back-and-forth he-said/she-said arguments with our customers and we feel we make every effort to satisfy our customers within reason, this particular customer became verbally combative via phone when advised of our return policy; as such the conversation was unable to proceed in a direction pleasing to the customer.Clearly, there was a misunderstanding with this customer, however neither the customer nor Swags Galore Inc. are in a position to substantively argue who said what to whom, when, and so forth - as such we conclude that we have done right by the customer in refunding her money due to inability to fill the item, and we also feel we are within reason in terms of enforcing our reasonable return policies. We understand this is frustrating and inconvenient, however we ourselves are at the mercy of our suppliers & manufacturers from time to time, and as a retail business we are restricted to reasonable means of accommodation in the course of business which we have conducted rationally and properly.As such we do not feel we must make an exception to our industry-standard policy to issue this customer a refund/return out-of-period.Best regards,J. H[redacted]Swags Galore Inc.###-###-####

Ordered on a Wednesday and received the product on a Friday and I paid for the cheapest shipping! Product was good, wish they had it in a longer size but overall I was very happy with the price and quality. Good Job.

Review: Well, I ordered a pair of curtains that were supposed to be 84 inches long. They were actually 81 1/2 inches long. I was dissatisfied and disappointed with the compny. I put in a complaint with the company stating that I was disappointed and wanted the color curtains I ordered in the color that seemed to be not available on their site. I did not curse in my email, I was very to the point. The site says that it will email you back. Instead I got a phone call from [redacted] who said he was the owner. He started off with saying what is it with this email. In all my years I never got an email like this. He yelled at me and tried to blame me for having the wrong size. I told him I need to return it. He said well, you have the product don't you. He is the biggest [redacted] I ever talked to. Then he said he would give me credit. I said I don't want to buy anything from his company again. I said I want a refund on my credit card. I kept trying to get an answer on the phone if he will send the shipping ups label to me so I can return it and when it is returned if I will get credit back on my credit card not the store. Well, not only did this nut job think I was cursing at him and said 7 times, " Are you cursing at me?", which not one curse came out nor in my email, he also threatened to come to my house the next day and get the curtains himself. I told him to stop threatening me and he yelled in a defensive manner. he said he doesn't want customers like me after I told him that he needs to have someone else do his customer service because him yelling at me over the phone and accusing me of things and image of his company is not professional or appropriate. I had to try to calm this guy down. He was insane over the phone. I don't trust that I will get my money back on my credit card and when I return this item, I am going to video tape on my phone the way I package the item and to the post office so I have proof that it was returned properly. Do not trust [redacted]. He is not professional and have a real attitude on his shoulders.Desired Settlement: My money back for the curtains on my credit card

Business

Response:

Customer Service

To

[redacted]