The Arrivals LLC

Action Taken: • Full refund • Shipping on all orders and returns are free for all domestic customers - including this case • **% Credit for future order Timeline: *Hours of operation: Monday-Friday - 9:30-6:30 • Tues 10/*: Order placed • Wednesday 10/*: Order shipped • Friday 10/** - Customer...

reached out for a return • Monday 10/** - Responded requesting more information regarding return and asked if any interest in alternate styles. Customer sent multiple emails within an hour with reasoning for her return. • Tuesday 10/** – o Apologized for lack of response and that we’re trying our hardest to get back to everyone in a timely manner. o Requested again reasons for returns & that we would love to walk through new suggestions in replace for items being returned. o Sent through return label in the meantime • 2.5 hours later – Customer responded thanking us for the label, provided detailed feedback on reasons for return and let us know she was disappointed that none worked out. • Additional 2 hours later – Customer reached out letting us know she packed the jackets and sent them back as our standard return label was not working for her. • Additional 2 hours later – Customer reached out again and provided a screen shot that her [redacted] label was in “pending” status and would not work so she paid for shipping back herself. • Wednesday 10/** – o We followed up thanking [redacted] for her feedback and apologizing for her experience thus far. o We let her know that the label was showing as working correctly on our end so we're unsure of where the problem stands within [redacted]’s system o As a courtesy for all the inconvenience, we offered **% off her next purchase, along with the opportunity to show her a much more positive experience. o No response from [redacted] • Thursday 10/** – o [redacted] commented on our Facebook page stating her dissatisfaction and that she was still waiting for a return label (jackets were already shipped back at this point). o Continued with 2 more comments demanding a refund and that she was baffled we haven't refunded her yet. (we do not issue refunds until we have received the product back which we informed the customer of.) o We then reached out to her again on email, addressed her concerns again and reiterated we've provided the label, we will refund her as soon as her product comes back to us, and let her know again that we've already offered **% off her next purchase. [redacted] continued to comment continuously on Facebook while we were still responding via email as well. To prevent further confusion we unnecessary emotional responses we did block the customer from our social media page. Once we received the items back we refunded her account and she is aware of the refund at this point. This customer’s entire order has been refunded prior to the date we received any Revdex.com notifications. This was a case that the customer was a bit frustrated early on which only progressed overtime. We hope [redacted] shops with us again and allow us to show her a much better experience next time she purchases from us, using her **% off coupon.

Revdex.com:At this time, I have not been contacted by The Arrivals LLC regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:The business contacted me and said they had issued me a refund which should be posting to my credit card account in a few days.
Sincerely,
[redacted]