The Frog And The Princess

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that...

my complaint has NOT been resolved because:

[Your Answer Here]
 
 I have yet to receive anything. I have not spoke to anyone since Wednesday when I was told it was supposed to be in the mail that day, which is was not... there was no correspondence on friday. I check my mail daily and have not received this product otherwise I would not have contacted Revdex.com to resolve this issue. I'm still awaiting a resolution. Thank you.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We spoke to this customer on Friday, a replacement had been already sent for her and it was delivered 2 days ago, thank you.

The replacement that was mailed to her was delivered two weeks ago via the USPS, the tracking is below:
Tracking:
[redacted]
[redacted]

At this time, I have been contacted directly by The Frog And The Princess regarding complaint ID [redacted], however my complaint has NOT been...

resolved because:
The company did not ship the items until April * (2 months after the order has been placed).  in addition, the wrong items were sent.  In my order, I have specifically asked the flowers to be 'light pink'.  the order that was shipped had pink flowers, which do not match the wall in my house.  I am very disappointed with this company and feel they do not put in any efforts into satisfying their customers.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello, I have checked this order and this shipped via [redacted], and should have been delivered already.  I notified the warehouse and will have a replacement sent today for you.

Review: I ordered some wall sticker decals for my baby's nursery on August **, 2014. Most companies billing policy is that they charge your credit card when they ship an item. The Frog and the Prince (parent company? of [redacted]) charged my credit card in full immediately. The webpage said that the product was custom and would ship in 3-4 weeks so I didn't worry about it at first. It's now been 12 weeks and I have never received my order. I first attempted to contact the company by phone but was not able to get a hold of a live person. I did get in contact with a customer service rep named "[redacted]" via email after six weeks and she said that I should have received my order (but could not provide any tracking information or shipment details) and said that she would expedite my order and I would have it within two weeks. Two weeks later and I spoke with her again and she said I would have it within the week. A week later and it was shipping "imminetely". They also promised tracking information this time when the item ships. It's now been 12 weeks (6 weeks after getting a hold of rep and having my order "expedited" and I still have not received my order and have not received any information on when it will come. I've called the business over 20 times, I have left numerous messages and no one has EVER called me back. My last email to "[redacted]", I asked to speak with a Manager as I felt that I was being scammed. She has since, not responded and I am left $200 in the hole with nothing to show for it except growing frustration and resentment to this horrible company.Desired Settlement: I would like a refund in full and to never do business with this company again.

Business

Response:

Hello, I am so sorry for the issue with this order, there was some confusion between our customer service department/the customer and our warehouse, this is shown as canceled by the customer while in production in early November and then asked to ship by the customer, but never reopened by the warehouse, I will absolutely refund this today for this customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I filed a complaint against a company, The Frog & the Prince aka [redacted] on 11/**/14. I did not respond concerning my complaint on the Revdex.com website as I was speaking with representatives of the company and the only response I could give on the website was "yes, my complaint is resolved" or "no, I am unhappy with their response". They told me that they would offer me a refund, which is what I wanted. I was waiting for the refund to go through in order to issue my response. They also finally sent me my order a week or so after filing the complaint. I had already ordered a replacement product from a competitor and received it by then so I returned their order. They claimed that the credit had not been issued at that point because my order had shipped. I returned my order from them, provided them with the tracking information and again they promised me a refund and I still have not received it (not to mention that I'm now out an additional $10 for shipping their order back). So to finally be able to answer the Revdex.com, no I am not happy with the company's response and I do not consider this matter (or complaint) closed. Please let me know if you need anything else from me. Thank you, [redacted] Sincerely,[redacted]

Business

Response:

Hello, this order was 100% refunded and we advise the customer to contact us regarding this as this refund posted weeks ago.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory enough to me and the matter has been resolved. The response from the company is not accurate however as the credit was just posted to my account this week (wk of 12/**) and was not even pending as of 12/**/14.

Sincerely,

Review: I ORDERED STICKERS ON FEB *, 2015 AND I HAVE STILL NOT RECEIVED MY PRODUCT. I HAVE EMAILED CUSTOMER SERVICE SIX TIMES AND THEY HAVE RESPONDED THAT THEY WOULD SHIP ANOTHER PRODUCT WHICH I DID NOT RECEIVE. THEN THEY PROMISED A TRACKING NUMBER WHICH TOOK ME TO AN SITE SAYING IT WAS UPS AND WAS PICKED UP IN BELLPORT, NY ON MARCH *,2015 AT 3:12PM AND EXPECTED DELIVERY WOULD BE MARCH *, 2015. TODAY I CONTACTED UPS AND WAS TOLD THERE IS NO SUCH ITEM WITH THIS TRACKING NUMBER. NOT ONLY HAVE THEY TAKEN MY MONEY FOR $35.00 BUT THEY NEVER SENT ME MY PRODUCT AND THEY HAVE BEEN FRAUDULENT ABOUT SENDING IT BY [redacted] WITH A PHONEY TRACKING NUMBER. I HAVE ASKED FOR A REFUND OR THE PRODUCT I ORDERED AND I HAVE GOTTEN NEITHER.Desired Settlement: EITHER A REFUND OR THE STICKER THAT I ORDERED.

Business

Response:

Hello, I have checked this order and this shipped via [redacted], and should have been delivered already. I notified the warehouse and will have a replacement sent today for you.

Consumer

Response:

Better Business Bureaat:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I cannot say the matter has been resolved until I either receive what I ordered or receive a refund. If either happens then I will be able to say at that time it is resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I cannot see the customers response? However, a replacement has already been shipped for her and will be delivered tomorrow. We ask that all communication please be sent to our customer service department.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for all your help. I did finally receive my order thanks to your intervention. I believe I would still be waiting had you not helped me. thanks again.

Sincerely,

Review: I ordered 2 sheets of glow-in-the-dark butterfly wall decals on March *. I never received the items, but my credit card was charged immediately. The amount that I was charged was $32.00. I spoke with their customer service dept. on 3 separate occasions, and each time I was told that my order was on the way. I called them several times today, (33 times to be exact),Friday, April [redacted], during their normal business hours, and they never answered the phone a single time.After reading several other reviews online with a similar story of people being charged and never receiving their items, I believe that this company is a scam.Desired Settlement: If my item is not available, they need to refund me my money.

Business

Response:

Customer has been advised that a replacement shipment would be shipped for them and is shipping today due to a backorder. Tracking will be emailed to them.

Review: I ordered a set of bedding the last week of October 2014 & have yet to receive the order or a refund. I called the company five times & they have yet to answer the phone. I have left two voice messages with no response. I have emailed the company ten times regarding the matter & have been answered eight of those ten times. I was told repeatedly that I will receive my order within a week, but later that was changed to 'the product is on back-order' but I will still receive within TWO weeks. It has been 75 days since my order. I asked for a refund & was told they would process immediately. I asked for confirmation of when I would see the refund hit my credit card & was told accounting would send a receipt that day. I have yet to receive any kind of confirmation of a refund. I am tired of being misled & lied to regarding this order. If I had looked into this company before placing my order I would have never ordered from them - obviously I am not the first, nor will I be the last, customer who has received terrible customer service with no receipt of order or refund.Desired Settlement: I would like the company to give me a refund immediately.

Business

Response:

Hello, this is not a Frog and The Princess order, I have sent this to the proper department here that will look into this and take care of this immediately

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Ordered a Wall Sticker for Baby's bedroom. They took my money and never delivered the product, won't respond to me. The are the US distributor for [redacted] on [redacted] was not helpful resolving my issue either.Desired Settlement: Would like them put out of business so they can't keep stealing from people.

Business

Response:

We have responded to this customer via email and can forward the emails if needed, she has been refunded in full for this order, unfortunately we are having a issue with our third party vendor involved in this custom order. Our customer has been refunded and sent a email regarding this today with a receipt of refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I was refunded my money. Issue is resolved. Thank You!

On Wed, Nov *, 2014 at 6:30 AM, [redacted] wrote:

Sincerely,

Review: Ordered stickers 2 months ago, paid with credit card, paid monthly statement including their charge. Now I can't dispute it anymore. Product never arrived. Contacted company more than 10 times, usually no reply, got 2 emails back total, saying they will look into it. Nothing happened in 2 months. Lost money, no product. Scam.Desired Settlement: Order delivered and 50% of price to be returned to my credit card for being late, unprofessional and for missing a surprise for my kid's birthday.

Business

Response:

Item the customer orderd is on backorder, customer refunded in full.

Review: Good Morning,On July [redacted], 2014, I placed an order on this company's sister site: The Frog and the Princess. No address or company info is available for the sister company, only The Wall Sticker Outlet. The order was for two valances in the amount of $66.95, including shipping and was deducted from my account on July [redacted]. On August [redacted], I called the company to inquired on the status of the shipment for the product I purchased and was told I would receive a shipping notification with tracking number momentarily. On August [redacted], I received an email advising the product was "out of stock" and asked whether I would like a refund or replace with something else. I responded immediately and requested a refund. As of August [redacted], I still have not received a refund and my multiple attempts to reach someone on the phone in customer service have failed and every response to my emails inquiring as to the status of my refund are "we are very sorry, we will process this immediately", but no refund. I have reached out to their [redacted] site and left comments and a message, without response. I contacted my bank and filed a formal dispute this morning.Desired Settlement: I want the $66.95 refunded to me - I never received a product I paid for and I requested a refund. Thank you,[redacted]

Consumer

Response:

I have received a full refund from this business in the amount of $66.95. This complaint can be closed.

Thank you for your help!

Review: I placed an order (order number [redacted]) on Feb *. the company advertised that it would take 3-4 weeks to ship the stickers out. In my order I asked to be contacted so I can customize the color scheme. No one responded until I emailed them again on Feb **. After that, I waited till March * to inquire about the status of the products by emailing the company. The representative wrote back saying [redacted] would look into my order and got back to me. But I never heard back from them. I waited another 2 days and spoke with a representative on the phone who informed me that the shipment will be sent on March **. I phoned the company again on March ** and left a voicemail. Noone called me back. I emailed again that afternoon and got the same stock email message (we will get back to you once we look into this). I called again today and no one picked up the phone. I am really frustrated with the non-delivery of products and the non-responsiveness of the company.Desired Settlement: I would like the order to get delivered by end of March and additional monetary compensation for the time I wasted waiting for the product. I could have gotten the products already if I ordered from a different company. this company just keeps on giving out false information to get me waiting for the product.

Consumer

Response:

At this time, I have been contacted directly by The Frog And The Princess regarding complaint ID [redacted], however my complaint has NOT been resolved because:

The company did not ship the items until April * (2 months after the order has been placed). in addition, the wrong items were sent. In my order, I have specifically asked the flowers to be 'light pink'. the order that was shipped had pink flowers, which do not match the wall in my house. I am very disappointed with this company and feel they do not put in any efforts into satisfying their customers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered three wall decal products from the company's online Wall Sticker Outlet site in October 2014. Customer service problems started pretty quickly when I had to keep checking on status of the order. Eventually, one of the products arrived along with a second product that was the wrong item. The customer service team promised to correct the mistake for the inaccurate item and said the third item was on back order. The saga just goes on and on with empty promises and no resolution. I finally said to cancel our outstanding order and refund our credit card for the remaining balance. Again, repeated promises to do this with no final resolution. I have an email string with repeated exchanges between November and today where I ask for resolution and get a commitment from a generic customer service rep.Desired Settlement: I spent $62 total on the order, and received the $15 item. We need to be refunded the remaining $47. But I'm equally concerned about making sure the company's business practices are known. It's not clear if this company is incompetent with such transactions or is taking advantage of consumers.

Business

Response:

This has already been credited to the customer in full, with the exception of the item they received.

Consumer

Response:

The refund owed me has now been credited back to our account. The business response implied this had been done prior to the Revdex.com complaint ID [redacted]. That was not the case. But as of 1/**/15, it is now resolved. Thank you for your assistance.

Sincerely,

Review: After emailing and calling this Company at the least 6 times, speaking to 2 employee's and being promised reimbursement within 24 hours for a purchase I made on November [redacted] or [redacted] of 2015. I have not received the money back to my credit card as of today, 2/*/16.Desired Settlement: I want my credit refunded for the amount of $90.00

Business

Response:

This was refunded for the customer: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have contacted this Company from website info: [redacted] by email twice & by phone 3 times. On 11/**/15 I purchased a wall poster on line & paid with my credit card. I had ordered for a Christmas gift. A week prior to Christmas I called for updated delivery status. I was told on the phone it would be shipped out immediately. In January,2016 I called because I did not receive shipment and I now wanted a refund. I was told by Kate that the refund would be processed. I filed a claim with you on this approx. 2/*/16. I received an email from The Frog and the Princess stating my order had been cancelled and my credit card would be refunded $90.00. As of today 2/**/16 my credit card has not been refunded. In that email I was given a contact of [redacted] which came back to my inbox undeliverable. My desired outcome is to receive my $90.00 refunded to my credit card.

Business

Response:

We responded to a email 2 days ago and did not receive a response from the customer, this was our response: Hello I was forwarded a email you sent regarding you refund. It was absolutely processed I just checked the receipt and it left out account and should have been posted to your account already. We have no control over when your credit card or bank credits your account, have you contacted them? Please let me know if you would like us to call as well I would be happy to and let me know if you need the last four numbers of the card it was posted back to.If the customer would like to respond to our email after she checks with her bank, we will be happy to assist her. Below is a copy of the return and we will email another one to her now: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This Company "never" refunded my money for two month's. I filed a dispute with my bank, my bank credited the $90 to my account last Friday.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Ordered product:

On July **, 2013 I order a toddler bedding set from The Frog and the Princess website. I was immediately charged The cost of my item plus $10 in shipping. My total charge was $70.95. On Wednesday, July [redacted] I received the following email:

Hi there,

I am so sorry but the bed set you ordered has been discontinued. Please let me know if there is something similar we can replace this with for you or if you would just like a refund. Thanks! -[redacted]

I responded the same day to the email stating to please issue a refund.

I attempted multiple times in August and September to contact the company by email (4 email addresses) and by phone. I received no response.

On November **, 2013 I sent the following email after calling and leaving a message:

I placed an order on July **, 2013 for a 4 piece patchwork gingham toddler bedding set. I was sent an email stating the item was discontinued and I would be issued a refund for my $70.95 order. I STILL have not received the refund. Today is the 3rd attempt to contact your company by email (to multiple people) and the 2nd attempt by phone. I have not received a response, a returned call, or a refund even after multiple attempts.

Please send my refund immediately to:

(info deleted)

Or refund to my card.

I will be reporting your site for fraud and scamming if my refund is not issued within 10 days.

I received a response the same day from [redacted] stating it would be taken care of immediately.

On December [redacted], 2013 I sent another email. I still have not received a product, refund, or a returned call from this company.Desired Settlement: Refund my purchase cost in full ($70.95) immediately. I do not want a credit or the product.

Business

Response:

This has been forwarded to our accounting and we will resolve this immediately

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: I placed an order may [redacted], 2014 for a large wall cling set and a small wall cling set for my boys room. After I placed the order which did not clarify when I would receive shipment I emailed the bussiness to clarify the shipping date, a week later I received an email explaining how my shipment would be leaving the facility within the week of that email. I waited till May [redacted] to contact again by phone to figure out where my order was. I was told there was a backorder no one made me, the customer, aware of... and that the backorder item had just been received the day I called and was assured it would both be shipped via priority usps mail. I received the larger set within that time frame but was still missing the smaller set. I assumed it was still being unloaded from the backorder replenishment shipment so I waited another 2 weeks. I called again and left a message and never received a call back after a week. So I call again that next monday, by this time we are in June's 2nd week. The woman AGAIN confirmed it had shipped the Friday before and I would receive it by that day, monday, or by the next business day. I waited till wednesday... called again to hear her ([redacted], her name) tell me she remembered me from the 2 days before, looked into the order after the phone call and re sent another package Monday after our phone call, she's says to be sure I will receive it. That it was supposed to be there that day, wednesday. Now it's Friday and still no order!!!!!!! Almost 2 months after I paid for it. I'm getting the run around with this company about my order and can't seem to get it. Please help.Desired Settlement: I want my order ASAP and think perhaps a refund after this whole headache.

Business

Response:

We spoke to this customer on Friday, a replacement had been already sent for her and it was delivered 2 days ago, thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have yet to receive anything. I have not spoke to anyone since Wednesday when I was told it was supposed to be in the mail that day, which is was not... there was no correspondence on friday. I check my mail daily and have not received this product otherwise I would not have contacted Revdex.com to resolve this issue. I'm still awaiting a resolution. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The replacement that was mailed to her was delivered two weeks ago via the USPS, the tracking is below:

Tracking:

Review: I placed two orders with the company one day apart. My card was charged immediately. A week later nothing had shipped so I contacted the customer service department via email regarding the status of my order. I received a response stating that they would check with the warehouse and get back to me. No one got back to me. A few days later, I emailed again. Similar response and no more information was given. A third attempt resulted in the representative telling me that the product has a 2-3 week ship time. I asked if they could remove an item from my order since it had not shipped yet and questioned how they could charge my card before shipping the product. They agreed to refund the price for the unwanted item and stated that their billing practices were different than other online companies. Another week has gone by and I have not received a credit. It has now been over 3 weeks and I am still getting the same responses ("I will get back to you, etc.). I believe this company is a scam.Desired Settlement: I either want my money refunded or my products delivered ASAP.

Business

Response:

Hello, these items ordered are on backorder, we will cancel and refund these orders.

Review: On February [redacted] I placed an order for some bedding from [redacted] parent company The Frog and the Princess totaling $122.75 paid in full with my debit card. On February [redacted] I inquired via email as to shipping status with no reply. On February [redacted] I called the company using the toll free number ###-###-####. I was then told the item I ordered was out of stock and my money would be refunded. On February [redacted] I called them again as I had not received a refund and was told I should have it by February [redacted] or [redacted]. On March [redacted] I made another call to them as I still had not received a refund and was told the refund had been made and a copy of the transaction would be sent to my email. I called again today March [redacted], and have been unable to get through to the company. The receipt is as follows:THEFROGANDTHEPRINCESS [redacted] Subject: Receipt from THEFROGANDTHEPRINCESS Priority: Normal Date: [redacted], February *, 2015 [redacted] Size: 3 KB Company: THEFROGANDTHEPRINCESS Reference Number: [redacted] Subtotal: $113.00 Tax: $9.75 Shipping: $0.00 Total: $122.75Desired Settlement: I would like my payment of $122.75 returned to me asap.

Business

Response:

This has been refunded in full

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseAlthough they state a refund has been made I have not received it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please allow your bank several days to post the refund, we unfortunately have no control over how it is posted to your account, that is up to each individual bank. I can assure you that it has left our account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

At one point when I contacted the business they had stated it was credited February [redacted]. It should not take a month to show in my account.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: We ordered two sets of Jonathan Adler photo Frames Wall Sticker Kits on the [redacted] of dec/2014 as a Christmas present for our daughter for 96.00.We have not recived them we have been emailing and been told numerous times that it has been on its way for the past month!Contacted them numerous times over the past month and told everytime over the past month that my purchases were sent and on theyre way.Every time I asked for a tracking numebr they said they could not provide it. Finally after four weeks of emails they finally give me a tracking number I track my purchase right before emialing them this morning and it is still in New York .So again this am I did email saying that my purchase did not leave thier warehouse in New York yet and thier one line response was it is not in New York and is on its way when I told them that I just tracked it a moment ago and thats where it was.They're toll free number on thier website is out of order. The tracking number is [redacted] tracking number [redacted]Desired Settlement: I just want to receive what we paid for and if not I will be Disputing these purchases and reimbursed our money.

Business

Response:

Hello! Our toll free number is not out of service, some international areas need to call our local number which is ###-###-####. We can also be reached via email monday through friday. The tracking is showing as in transit and should be to you early next week: here is the link for your tracking, thank you.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The purchases are still in New York when I track them via [redacted]. I would also like to know why your business was dishonest when communicating with me over the past four weeks from our first email on Dec **/2014 up to today when customer service was telling me numerous times that my wall stickers were on their way when I can see on [redacted] that my purchases were only in fact requested to be picked up at your warehouse in Bellport on only January **/2014.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Goodmorning, I am sincerely sorry for any confusion our customer service department caused. I reviewed this and the tracking that was sent to you was a valid tracking and it is showing as delivered on the [redacted]. I am going to look into all the communication between our staff and yourself regarding this further and take any appropriate action necessary.