Swoon &

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.#1: It does not matter what the "regular price" for the items are. There was a sale in which the items were priced at $25, I purchased items at the sale price - that price should be honored and no mention of "regular prices" are necessary in any way as they are irrelevant.  And frankly, her items are always "on sale", so "regular pricing" is even more so irrelevant here.
#2: I did NOT place the second order on the 18th - I placed the second order on the same date as the first (noted in screen shots). I was even told that she would attempt to edit the existing invoice on the 16th - clearly, I ordered the item well before the 18th. The date I ordered and the date you created the invoice are not the same thing. #3: The items did, in fact, list separate ship dates; however, the "ship date" listed for the item ordered LAST was EARLIER than the first items. (Which makes no sense this company insists that things gets shipped out in the order in which they were received). This also means that this item was shipped THREE WEEKS past the ship date and not two weeks late like the rest were. If my items were shipped on time and at different times, I can understand the necessity for an additional full shipping charge. However, the fourth item was NOT shipped on time and was shipped three weeks late and IN THE SAME BOX as 2 other items - not rationalizing a second shipping charge. (Invoices available; however, there is a limit on the number of attachments that can be uploaded)
#4: My complaint was not immediately responded to by the owner. In fact, it was almost 4 weeks after my initial complaint of not receiving the item that I filed the PayPal dispute and received a response. Screenshots of my conversation in regard to my missing item are also attached. #5: Your $25 gift card was for the delay in shipping. My items shipped 2 & 3 weeks past the ship date listed on the invoice. My $32 was refunded AFTER I was told TWICE that my missing item would be sent to me or was already sent to me. BEFORE stating that you had refunded my money, you stated that you had already sent the item on Thursday and it would arrive by Tuesday. I disputed the charges on that Saturday, meaning you had already supposedly sent my replacement and you were refunding my money for the inconvenience of YOUR SCREW UP. That is the ONLY reason that I accepted the return.
#6: In my message stating my discontent over having not received the item almost 2 months after I ordered it and paid for it, I always let you know that I was happy with TWO of the items that I did receive. You knew that I did in fact receive 3 items - so, with even the slightest bit of intelligence, clearly I was not happy with the 3rd item. 
#7: I was satisfied with 2 of the 3 items that I did receive. However, I was not satisfied with the 3rd item I received and I was NOT satisfied with this company taking my money for the 4th item and holding it for 2 months with no intent to send the item they never sent me or to refund my money. It took ME initiating a dispute before I received any genuine response. I do not appreciate my money being taken and not receiving what I've already paid for.#8: You LIED. You blatantly lied. You stated that the item was already shipped out so that I would accept your PayPal response. If you had been honest and just admitted that AFTER TWO MONTHS you had failed to provide me with the item that I paid for, I would not have been okay with that response. If you had IMMEDIATELY acknowledged your mistake when it was brought to your company's attention on March 18th and refunded my money or replaced my item THEN, then I would have been happy with either. Hence, "I WOULD have been happy with either and not both" - past tense language was used. I never stated "I am" satisfied with your response, especially seeing as you told me my item was sent when it clearly was not.#9: The car charm is [redacted]. I told you I was satisfied with 2 of the 3 items I received. The item is NOT of the quality indicated on your page. The quality is so poor, I wouldn't pay $2 for what I actually received, let alone $15 - and certainly not $20. (Photos available; however, there is a limit on the number of attachments that can be uploaded)
#10: You asked for any customers who'd had a negative experience with your company to send your reviews so that you may improve. (The post has sense been removed from your page, as what seems to happen to anything that indicates any discontent from your customers) There were MANY deleted posts of mine and not just this one that happened to include one vulgar word (which you would probably use too if a company had STOLEN your money for two months and LIED to you). One such comment - a response to someone asking if this was a reliable company - was also deleted (Screen shot available showing no "vulgar language", so you can't use that as your excuse for deletion on this one - can not upload due to limit on attachments). Any questions as to where my missing item was were also deleted.  Customers should be able to know what type of company this is. It doesn't matter how much money it was - whether it was $30 or $300 or $3,000 - MY MONEY is MY MONEY and you do not get the right to STEAL MY MONEY for 2 months and then further lie about the situation.Here's the bottom line, I ordered something and paid for it and you failed to provide it. I was told on March 24th that a new item was being made and sent to me the next day (March 25th). You then stated on April 11th that you had made a replacement that week (well after I was told it would be) with another "gift card" included. You stated on this day, April 11th, that the item with gift card was sent on Thursday (which would have been April 9th) and would arrive by Tuesday. I filed the dispute on PayPal on April 10th. Seeing as I placed this order in February with a March 2nd ship date, having the "replacement" sent out on April 9th is inexcusable. (Also, I'd like to note that the language of your response made it seem like this was now a second "replacement" that had been sent, yet I was never supplied with a tracking number for said replacement nor did I receive it) Per YOUR timeline and YOUR statements, I should have received this item REGARDLESS of my refund and my PayPal dispute. You can not simply lie to customers to achieve the response you want to PayPal disputes and expect that to be okay. You have admitted only to not sending the original item. You have not admitted to lying for two months along the way and ONLY refunding my money because I filed a dispute. 
I want the item replaced that you stated was already sent to me (twice). In fact, since you stated that the replacement was sent WITH a gift card AND you would refund my money - that is what I expect. You said that is what you did, that is what you should honor.I also expect that the garbage that you sent to me (that I was willing to just take the loss on if I'd actually gotten the replacement you'd claimed to have sent, but am not willing to be trampled on and screwed over by you and WILL not accept the loss on it) and called a car charm to be replaced.I also expect the additional shipping - that was not utilized or warranted - to be refunded.Also, as stated on your company's Facebook page, you do not block customers -  very much untrue as you have blocked me from your company's Facebook page, which is where you run your business. So, even with the $25 gift card that was given to me (FOR THE SHIPMENT DELAY as indicated in the attached e-mail, NOT for the failure to deliver the item I paid for), how am I supposed to utilize it when I am blocked from the company Facebook page?
When you own a business, you accept responsibility for YOUR OWN screw-ups - it's part of the risk of being a business owner. This is something you clearly have not yet learned - even clearer from the massive amount of complaints you delete from your Facebook page on a daily basis.
Regards,
[redacted](Additional documentation is available for all issues)

Customer has been issued a full refund. Our payment processor, Square, takes 3-5 business days for the money to be back in your account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Swoon and Co
I have followed every possible notification that I can on your Facebook page and have not received any email response back, especially anything with tracking.  I understand your busy and do not have time to address everyone with a tracking number, so you are posting on your page.  However, you are not posting "25 a day" as you stated and mine has not been posted or emailed to me as you stated in your response.  That being said, if the item would have been shipped then I am assuming it would have posted on your Facebook page and it has not as of 6/23/16.  The response that you gave Revdex.com is not a truthful statement and if you could simply provide the tracking number to me through Facebook, email, or even to Revdex.com it would be greatly appreciated.  There were a total of 14 posted yesterday (6/22/16) and none of them were mine.  Before that date, the last time tracking was posted under "Mobile Uploads" on your Facebook page was on June 15, 2016.  Yet again, none of those were my tracking numbers.  At this point, if you are indeed telling the truth and mine has been shipped as you stated, then I'm not sure why you wouldn't have posted the tracking number in this response, through Facebook messenger, or through email like I have asked multiple times. This leads me to believe that it has not been shipped and therefore your allegations that you have responded to me with the tracking number is a complete false interpretation of the situation.  The only time that you have responded to me was to state, "you are welcome to email us at..." in which I do and you do not respond.  On May 27, you did respond back to me on Facebook messenger and stated "I am out of the office until Tuesday due to my recovery and the holiday weekend, but I will make it a priority to get your tracking number by the time we open that day".  I have yet to receive that information from almost a month ago. 
 
All information is regarding Swoon & Co invoice number [redacted].  
Regards,
[redacted]

I placed a order in August for 4 items over 150.00. They still have not arrived. I have emailed, wrote facebook post and messages. Still have yet to receive a response on my order. They have responded to other's post, so they have to be seeing mine also. I just want a refund at this point. This is not how you handle business. Wish I would have read reviews before spending my money with this company.

I was a first time customer with Swoon & Co and placed an order in November to give as a Christmas gift. My ship date came and went, I sent a msg and they replied that they just had too many orders and were behind but assured me that it would go out at a later date. I still have not received the item. I have sent private messages, commented on post, emailed and called the "store" and left a voicemail with NO response. Now they are asking people to go to the Revdex.com page and leave "honest" reviews. I can HONESTLY say I will never use them again not will I recommend them! You can not expect to have a good reputation with bad customer service.

We have already refunded [redacted] and provided her with the best Information if said refund that was processed on Octover 5th. Please don't report lies in attempts to get more lonely from us. Thanks!

Hey, [redacted]! Your tracking number was already posted to the page as I promised your Friday evening and was posted again with our new shipments just minutes ago. I have attached it in this message as well. It is scheduled to arrive tomorrow!  Thanks so much!!

DO NOT order from Swoon & Co. I placed an order in June for nearly $130. I had planned to hang the piece in my daughter's nursery. I was given a ship date of July 15. I reached out countless times trying to get an update or tracking information, but never got a response. I finally filed a chargeback with my bank. I wish I would've found others' reviews before going through all of this myself. What she is doing is no better than stealing money directly out of customers' wallets. This business is absolutely terrible!!

I am a first time buyer from Swoon & Co and I placed and paid for my $100+ order on April 25th. I was given the estimate turn around of 3-4 weeks. I've reached out over 20 times via email, FB post, IG post, private message and called NUMEROUS of times trying to get the status of my order. They messaged me back on 5/17 stating that my tracking # will be posted the next day. It was not posted neither will they respond to any of my calls, emails or messages. I would like a refund ASAP. The have horrible customer service and I DO NOT recommend purchasing anything from this company. It's sad that not a single person could respond back after POLITELY reaching out to them. Very bad business!

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This item has already been shipped as stated via email and tracking numbers (25+ each day) have been posted to the page. Please do not make a complaint if you have not taken the time to check the page for tracking. There are 33,000 customers on the page about 50 who have orders going out each day so...

we post tracking publicly so that we don't waste time emailing each individual customer. Thank you for understanding.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
? The UPS didnt damage the products. The business sent out wet products that stuck to the paper she wrapped them in. Yes I waited 4 months because a few people seen that I was trying yo reach out to her! ( she deleted my post on fb with a few other people reporting damaged or never given items) and sent me a link to this site! Revdex.com! I dont apperciate her LYING.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

I have been a long time customer. The young woman that owns this company continually goes above and beyond for her customers. I have recommended many friends and family to do business with her. She always exceeds my expectations. Pleasing her customers is always her priority. I look forward to continuing to do business with her. The work she does is always perfect!

I placed an order on October 19, 2016, 7 weeks later I have yet to receive my order. I have sent 4 e-mails from December 2nd to today (December 8th). I have sent 2 private messages over Facebook and I have posted on their business page; with no response. I spent over $100 in my purchase.

This company is awesome to work with! If you have any issues you can email and they respond as soon as possible. I have bought so many things for myself and as gifts and people always talk about how well made the items are. I aleays recommend them to family and friends.

Customer spoke to owner on the evening of 4/11 and was informed we would get back with her this week during regular business hours regarding the status of her order. It hasn't even been one day since we spoke. Not sure why customer believes she is blocked from the page because that would mean she...

would not be able to contact us; however, I have attached proof that she messaged us this morning and we sent a response back. Refund has been granted in full so that we no longer have to speak with Ms. [redacted] since she is being untruthful about her order. Refund takes 3-5 business days to be processed by Square. She is welcome to contact them regarding their refund policy and process. I have attached both documents where we messaged her as well as the receipt of the refund.

[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 would be satisfactory to me. I would have not made this complaint had the business returned my emails and messages.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Thank you! :)
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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I ordered a car charm from Swoon & Co on 4/12/16. Paid the invoice on 4/13. My ship date was 4/28. I still have not recevied this item. I tried calling their number, emailing and sending numerous messages through Facebook. I finally got a response on 5/12 stating that they were sorry for the delay and my order would be shipped that following Monday. Today is 6/7 and I still do not have my order!!! I tried to contact the company once again but they have blocked me through Facebook. This by far is the worst company I have ever dealt with!! DO NOT ORDER FROM THEM!!! They are a joke and a waste of time

I placed an order for a car charm on March 10th, 2016 . I paid for it the day that I ordered it. $28.86. I was told it would ship on March 25th. I reached out towards the end of April asking about my order. I never heard any response. I have reached out again and again and again and still haven't heard anything. Today is June 7th, 2016 and I have yet to receive my item.