The Hill-Side & Hickoree's

The customer's response does not provide sufficient proof of delivery or shipment.In the email that the customer took the shipping address from, it is stated that the customer making a return should use a trackable and insured method of shipment. She has explained that she chose not to use tracking or insurance on this package.

Hello,   I would like to offer the following response and email history for this complaint:   The customer asked to return the belt in question, stating it was too small for him and was offered return instructions including where to send the package. Hi [redacted], Our exchange process is such...

that you'll have to return the item for a refund and then place a separate order whenever you're ready. For the return, please send the item back to us, along with a note including your return authorization number, [redacted]. You can just print out this email, if that's easy. Here's the address to ship your return: Hickoree's Order Returns [redacted] **
[redacted] Please make sure to use a trackable, insured shipping method. Feel free to let me know if you have any other questions. Best, [redacted]      A month later his girlfriend again requested to return the belt for a different size, which is outside our stated return window of 14 days after delivery.  Frequently Asked Questions What is your return/exchange policy? We will gladly accept returns within 14 days of delivery. Please return merchandise with original tags and packaging, unwashed and unused. Shipping and handling charges are non-refundable. Please refer to "How do I return an item?" for specific instructions. Unfortunately we are unable to provide online exchanges.    When the return request was declined, the customer cited that the company had sent the wrong product as it was not the measurement listed on the website; size '32' measuring 29 - 33.5 inches. However it was not possible for the customer to measure the belt and obtain the actual length of the product, the only information given was that it did not fit and was therefore faulty. The customer requested that the return window be extended and the return shipment be complimentary (company policy is that customers pay for return shipping as stated earlier) due to the product not being as described. Complimentary shipping was not offered, however the customer was extended the opportunity to return the belt at that time for a full refund. The customer again asked for a complimentary shipping label after it was explained that the company would not be offering one.   Four months later, we received an email, asking for a refund because the belt had been shipped back.   [redacted] 
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  However during the time that had lapsed between correspondence, the retail store had closed down and was operating the online portion shop out of a new retail location. The belt was never delivered to the company, however we asked the customer for tracking information to help us locate the package or file a claim Hi [redacted], Absolutely, I will try to locate the package; if you could provide tracking information it would be greatly appreciated. We moved to our new location around late November and we do have existing offices at the former residence who drop off parcels to us periodically, but nothing from your address has come through. I had previously corresponded with your girlfriend concerning this belt, and said we would extend the return window considering the transaction date, but we didn't agree to send a shipping label, it must have been a miscommunication. Thank you for your time and I will contact [redacted] as soon as I hear back from you. Kind regards, [redacted]   The customer unfortunately did not use tracking information and responded that the company was at fault  [redacted] [redacted] [redacted] [redacted]   In our last correspondence we again offered assistance and asked for proof of postage or a receipt from [redacted] or any other relevant information that might allow us to make a claim and refund the customer. The local post office was called but we were not able to find any more information in regards to package or it's delivery.    We will not offer a refund for an item that was not received without any evidence of postage, or delivery; as per our company website "Hickoree's will not accept responsibility for reimbursement or compensation of lost packages without proof of delivery." It is now 8 months later, we have spent a great deal of time trying to work with the customer to resolve the issue with little information or assistance from them.   Thank you for you attention to this matter.   Sincerely, [redacted]