We extensively rely on email communication and respond to all emails within hoursAll communication with *** *** followed this timeline. Looking through our correspondence, we had been waiting for over two months to get a valid address from *** after three attempts to deliver her
products failed Upon initially shipping *** *** packages to her on the promised date (April 27th), we were informed by our carrier that the address entered by *** was invalidWe immediately reached out to *** asking that she confirm her addressHowever we did not hear back for two months (days). Meanwhile a second delivery attempt was initiated by us just to ensure we did all we could to get *** products to herBecause we did not have an address we can deliver to, we finally marked the package as un-deliverable and waited to hear back from *** On August 18th, with the first communication we have had from *** in months, she asked for a refund. While we do not refund returns that have been pending for longer than days, as posted on our website: https://www.tavour.com/shipping-policy we made an exception in this case and refunded all charges
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]
We were very sorry that this issue escalated to this point. It was always our intent to refund the customer when he requested the cancellation on his crate, but this was delayed due to an influx of similar requests at the time, which is what we expressed to the customer. We process all...
such requests in the order in which they came in, and the simple fact was that there were a lot of customers ahead of this one in the queue for processing the request. As evidenced in the PDF upload attached to this response, the refunds were processed in their entirety and the money has been sent back to the customer's card on file, finalizing the processing of the customer's request. We do not have set time-frames on completion of this request, nor do we post anywhere that is customer facing that we will process these requests within any set time-frame. We communicated to the customer that it may take a while, but that we would be looking into/working on this request as soon as possible. We responded to the customer's may communications within 24 hours.
We extensively rely on email communication and respond to all emails within hoursAll communication with *** *** followed this timeline. Looking through our correspondence, we had been waiting for over two months to get a valid address from *** after three attempts to deliver her
products failed Upon initially shipping *** *** packages to her on the promised date (April 27th), we were informed by our carrier that the address entered by *** was invalidWe immediately reached out to *** asking that she confirm her addressHowever we did not hear back for two months (days). Meanwhile a second delivery attempt was initiated by us just to ensure we did all we could to get *** products to herBecause we did not have an address we can deliver to, we finally marked the package as un-deliverable and waited to hear back from *** On August 18th, with the first communication we have had from *** in months, she asked for a refund. While we do not refund returns that have been pending for longer than days, as posted on our website: https://www.tavour.com/shipping-policy we made an exception in this case and refunded all charges
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]
We were very sorry that this issue escalated to this point. It was always our intent to refund the customer when he requested the cancellation on his crate, but this was delayed due to an influx of similar requests at the time, which is what we expressed to the customer. We process all...
such requests in the order in which they came in, and the simple fact was that there were a lot of customers ahead of this one in the queue for processing the request. As evidenced in the PDF upload attached to this response, the refunds were processed in their entirety and the money has been sent back to the customer's card on file, finalizing the processing of the customer's request. We do not have set time-frames on completion of this request, nor do we post anywhere that is customer facing that we will process these requests within any set time-frame. We communicated to the customer that it may take a while, but that we would be looking into/working on this request as soon as possible. We responded to the customer's may communications within 24 hours.