T & M Properties

Dear S[redacted],Apologies for the trouble this has caused you!It is not our intention to false advertise on our site. Due to the nature of our business, only few special occasion deess are made into production. With that in mind, even a few minutes after purchasing passed the item can be out of...

stock.There would be no other way we can deliver the same dress to you as it would take 3-4weeks to produce this.What we can do is find the same dress style for you.Again, I am really do apologize for this!Thanks,F[redacted]

Hello E[redacted],When you disputed your bank about your mistake and we agreed to settle this internally. We did everything we could to grant your request and make you happy.We just received the dispute notification and won it. As you may know, we cannot do refunds with a dispute on-going. But since...

our accounting received that we won the dispute on the bank, we are still giving you your refund. You just need to wait 5-10 banking days for this to reflect on your account. See attached proof of refund.Thanks,F[redacted]

Hi [redacted],Again, apologies for the trouble. All my responses to Revdex.com are not generic but investigated properly. My first response I believe is correct that you are asking for RMA and I made a proper follow-up.Also, we are trying our best to answer everyone on the phone, chat and email but our team is only compose of 6 people. As a reference you may see screenshot of our stats, a lot of them are missed/unanswered. We do not intent to ignore requests/calls because we are just really loaded. We are very sorry for that as our hiring additional staff took longer than expected.As for your order, it is a special dress and I believe you’ve read the product description before your purchase. See screenshot for reference.Once we received your dress (which is scheduled today, Monday, January 29, 2018 - 8PM), we will begin processing your refund. As a courtesy we will process your refund without any charges on restocking or late fees. We will only deduct shipping fees and this will reflect on your account 5-7 banking days from now.Thanks,F[redacted]

This customer ordered 6 Aidan Mattox dresses that are under our Special Occasion Dress Policy. Based on our policy, we only issue refund via Store Credit and since she ordered heavily discounted Sale dresses there is a restocking fee that will be accessed on her Store Credit.When a customer places...

an order, they have 2 options to check the return policy:1. We have a direct link for the Shipping, Returns, & Exchanges that can be seen on every product page. 2. We have a Shipping, Returns, & Exchanges link on the bottom part of the page (https://www.couturecandy.com/shipping-returns-exchanges/).For reference, here is our Special Occasion Dress Return Policy:If you are not completely satisfied with your special occasion dress or jewelry purchase you may send your item(s) for return within 5 days of receipt for store credit less original freight cost if shipped for free.  Sale Dresses and Jewelry items may be returned for store credit less a 10% restocking fee and the original cost of freight.  Please refer to the list below to see all Special Occasion Dress brands. If you use our Return Shipping Label, the cost is deducted from your Store Credit.  Any products over 50% off are accessed a 20% restocking fee and issued store credit which never expires.To return an item(s) please email: [email protected] to receive a Return Merchandise Authorization (RMA) number.Our support team will issue you a Return Shipping Label for your convenience usually within one business day of receiving your request and deduct the return shipping amount from your store credit.Any returns received after 5 days are assessed a 10% restocking fee and deducted from your store credit.Any returns without an RMA are subject to a penalty of 25% percent of the purchase amount.We do not accept returns after 30 days.When this customer first contacted us she said she wanted to return all 6 dresses that are under our Sale Special Occasion Dress Policy (Policy should be Store Credit less 20% restocking fee and shipping costs) but she requested not to be charged of the 20% restocking fee so we heard her out and waived the 20% restocking fee and only deducted the shipping costs. Then she contacted us asking for a monetary refund instead. We don’t do monetary refund for this category which is clearly stated on our policy so we informed her that there will be 20% restocking fee if she will choose to convert her store credit to monetary refund. She asked if we can waive the restocking fee due to hardship that she was facing because of the medical bills so instead of 20% we brought it down to 10% which was already explained to her with her agreement. Today, to help her more, from 20% restocking fee deduction on her refund we have settled for only 7% and shipping costs despite of returning all 6 dresses. We are trying to refund her however since she filed for bank dispute we need to wait for the dispute to be cleared.We will only be able to issue the refund once the customer has dropped the dispute on her bank which she said she will do. Thank you for your understanding as we have bent our policy which is clearly stated on our website to help out this customer.PS: Attached is our email conversation with this customer.

Dear K[redacted],Apologies for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.Upon checking with our accounting, the refund is on your...

way. The $758.86 you paid will be returned in two payments of $568.10 and $190.76. This is due to the computation of fees incurred in this transaction which we have waived. Please allow 5-7 business days to reflect this on your account.Thanks,F[redacted]

This customer ordered 5 dresses. 2 dresses were out of stock and 3 shipped which she requested for them to be returned.The brands returned are Alyce Paris, La Femme and Terani. Those brands mentioned are under our Special Occasion dresses.Here's the Policy for our Special Occasion Dresses:When she...

placed the order, we have 2 options to check the return policy. 1. We have a link that can be seen on the product description. 2. We have a link on the bottom part of the page https://www.couturecandy.com/shipping-returns-exchanges/Special Occasion Dress Return Policy:If you are not completely satisfied with your special occasion dress or jewelry purchase you may send your item(s) for return within 5 days of receipt for store credit less original freight cost if shipped for free.  Sale Dresses and Jewelry items may be returned for store credit less a 10% restocking fee and the original cost of freight.  Please refer to the list below to see all Special Occasion Dress brands. If you use our Return Shipping Label, the cost is deducted from your Store Credit.  To return an item(s) please email: [email protected] to receive a Return Merchandise Authorization (RMA) number.Our support team will issue you a Return Shipping Label for your convenience usually within one business day of receiving your request and deduct the return shipping amount from your store credit.Any returns received after 5 days are assessed a 10% restocking fee and deducted from your store credit.Any returns without an RMA are subject to a penalty of 25% percent of the purchase amount.We do not accept returns after 30 days.Special Occasion Dress Brands:57 Grand, After Six, Angela & Alison, Alfred Sung, Alyce Paris, Baccio Couture, Blush, Blush Too, Brit Cameron, BG Haute, Cameron Blake, Cassandra Stone, Dancing Queen, Dessy Collection, Ellie Wilde, Elizabeth K, Faviana, Gigi, Hannah S, La Femme, Ieena for Mac Duggal, Janique, Jasz Couture, Jolene, Jovani, Jy-Jenny Yoo, Kay Unger, Kurves, Intique, Ivonne D for Mon Cheri, LARA Dresses, Lela Rose, Mac Duggal, Madison James, May Queen, Milano Formals, Mon Cheri, Montage by Mon Cheri, Nina Canacci, Nox Anabel, Panoply, Primavera, SCALA, Shail K, Social Bridesmaids by Dessy, Social Occasions by Mon Cheri, Studio 17, Sue Wong, Tiffany Dresses, Terani Evening & Prom, Zoey Grey, Tony Bowls, Xtreme & Xcite.To resolve the issue, since we only do Store Credit refund we offered to refund her less 8% restocking fee and return shipping cost.Today, we refunded her the 2 out of stock items and instead of doing 8% we only charged her 5% restocking fee less return shipping cost for the 3 items and waived the original freight cost.Thank you for your full understanding.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12654443, and find that this resolution is satisfactory to me.
Regards,
N[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11897423, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

Dear R[redacted],Thank you for your feedback.First, I would like to apologize for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.Upon...

taken a closer look on what happened here, I believe that you had an agreement with Tessa to keep the dress and received the 20% refund instead of returning the dress. To be more specific, I’ve outline below points for your review:Order and Shipping Processing. Our processing time is 24-48 hours and shipping is “estimated" 3-5 business days on free shipping. Also we have a note that some brands took longer than usual to process. You may refer to https://www.couturecandy.com/shipping-information/. You placed your order on Dec 14th, Thursday and our team successfully processed it on Dec 18th, Monday which is within the 24-48 business hours. The package was out for delivery on Fedex on Dec 19th and arrived at your location on the 26th which is still within the 3-5 business days timeframe. So I’m wondering why it took twice as much time to received the dress when we’ve successfully delivered your dress on time? You may see attached document or track your order on Fedex.Communication. I pull-up our call history and didn’t find calls from you over 20 times? However, I saw you called us 5 times which your first attempt was successfully answered by Tessa on Dec 21st. You called again the next day, Dec 22nd on 8:51am but are phone lines and chat only opens from 9am - 5pm published on our Contact Us page. We missed your call the 3rd-5th time which you called 9:05am, 9:07am and 9:08am on Dec 22th as well but that’s the busiest time since our phone line just open. During your phone conversation with Tessa, she promised to get back to you but did not specifically told you it’s a phone call. She did however get back to you via email. Also, your chats are between 7-8am that’s why no one is available. See document attached.Order Cancellation. The first time you communicated with us to cancel your order is when you called on the 21st with Tessa, that’s 5 business days past. During your phone call, Tessa told you: “I’ll forward this to our fulfillment team that you really want to cancel and I’ll get back to you for confirmation. Just to set your expectation, for now I really cannot guarantee that it can be cancelled because I’ve checked that it’s already been processed. Rest assured I’ll get back to you for the update.”. We can cancel your order if this hasn’t been processed that’s why Tessa needs to call our warehouse to confirm that it hasn’t been shipped out. And as her update via email, the order cannot be cancelled because it’s been shipped out Dec 19th and you just call us to cancel on the 21st. And you did received the dress on the 26th.Returns. We received your return requests and Tessa offer 20% refund by keeping the dress which you both agreed.All reviews are made by our customers, and certainly we are not a scam. We are just strictly implementing our company policy to protect the business which you’ve agreed. We know you are frustrated and we apologize for the horrible shopping experience.Please feel free to contact me if you have any more questions or concerns.Thanks,F[redacted]Director of Operations

Dear M[redacted],Good day! As a clarification on my previous response, here’s a detailed explanation.1. Since 1x Cameron Blake by Mon Cheri - 112655 Long Dress In Magenta (Product SKU: 112655-MAGENTA-16) you mentioned is mistakenly placed in your purchase, I’ll be waiving our policy to give you full monetary refund on this one.2. But for 1x May Queen - Sheer Pearls and Rhinestone Mesh Sheath Gown RQ7483 (Product SKU: RQ7483-BLUSH-XL) which has been shipped and delivered to you (https://tools.usps.com/go/TrackConfirmAction?tLabels=94[redacted]9), our store policy will apply for this one. We first need to received the dress back before we can refund you. As per our store policy, we are giving store credit but I’ll waive this one to a monetary but applicable fees will apply.I hope this helps!Regards,F[redacted]

Hi N[redacted],Apologies for the bad shopping experience you had with us! Upon taking a closer look at your feedback, you are right that you shouldn’t be charged the restocking fee. When our store policy changed by the time you purchased and return your dress, I’ve checked the dates and you are not...

late. What is confusing to our policy is the return date, that would apply for both the time dress is delivered plus the time you will received your RMA. Since you received your RMA on the 5th of January, you have 5 days to return it. And it was delivered on 10th of January which is right on time. With that said, I am refunding you the restocking fee.However, upon checking on the freight cost (the original shipping cost) you’re only deducted $4.61 which should have been $9.22. If you notice that your return label cost $9.22 because that's the correct amount of shipment.In summary, I’ll be refunding you the restocking fee of $71.70 less the shortage amount on freight cost of $4.61 equals to $67.09. Please note that the refund amounting to $67.09 will reflect on your account 5 - 7 banking days.Again, apologies for the trouble and thank you for your understanding!Regards,FranceF[redacted]Director of Operations

Hi [redacted],Apologies for the inconvenience this has caused you! Our team didn't anticipate the amount of inquiries and orders and we're short staff.But I believe the RMA has been sent to your email and we're just waiting for you to return the dress. Once we received the dress, we will refund on your...

account based on our company's policy.Your RMA number is 100958. Please take note to write this number down when you return the dress.Thanks,[redacted]

Hello,We do apologize for the long wait for crediting you refund. There has been a lot of data loss on our system during our upgrade and we've lost your records. But we have refunded your account less the original shipping.This should reflect within 5-7 business days.Thanks,Couture Candy Team

Hi [redacted],Apologies for the inconvenience this has caused you. I'm following up on our returns department on the status of your RMA.Please expect an email response within the day. Once we received the dress, we will credit your refund back based on our store policy.Thank you,F[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12214769, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12697922,.   I accept as long as it is actually completed .   I have asked for this credit card refund many times.  It was promised at times by this company and then was never done.   I have over 48 emails to this company.  I will accept it but am guarded until I actually see a credit card refund.
Regards,
E[redacted]

Per our customer service team.  L[redacted] was issued store credit of $347.72 on April 15th.  She was contacted by phone to let her know about the credit.  Please let me know if you need any additional information.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} This package shows that it was delivered  last June 15, 2017, 2:40 pm Tracking Number - Saltwater: 94[redacted]. However we understand that this customer said she didn’t receive her package so we issued a refund for the 2 items for $150.82.   Items: 1 x Saltwater Luxe - Festival Kimono Paisley Bloom Product Sku: salt_[redacted]12 Size: M Color: Castlerock Product Total: $117.60   1 x Saltwater Luxe - Weekender Mini Dress Shimmer Product Sku: salt_[redacted]64 Size: M Color: Champagne Product Total: $68.60   $117.60 + $68.60 = $186.2 x 10% discount = $167.58 and another 10% coupon code (LOVE10) = $150.82

Dear M[redacted],Apologies for any inconvenience this has caused you!We honestly never encountered any issue on our website as you’ve described. As the Operations Director and IT Head of the company, this is alarming and I’ve asked our development team to look into this issue.As a way of saying sorry for...

what happen, I will waive the company policy on the dress you’ve removed from the cart. However, the other dress you will return will follow our return policy. I’ll follow up with our accounting to have this corrected. Please wait for 5-7 banking days for this to reflect on your account.Please let me know if you have any questions.Thanks,F[redacted]Director of Operations