The Jay Group, Inc.

Review: I returned a large black Bric tote in the original packing with the original paperwork. A BRIC rep, [redacted], at ext.[redacted] called me to inquire as to the return reason. My daughter wanted the smaller tote. She told me that the return was too late. I asked her to either credit the tote or simply send the tote back to me. Nobody will answer my phone messages. Nobody will answer my emails. Please help me to get a credit or my tote back. Thanks!Desired Settlement: It will be fine to re ship me my tote or any color large tote. I just want my purchase either refunded or returned.

Business

Response:

Customer order # [redacted]. Customer ordered one item in the amount of $120.00 on 6/29/13. The return policy for Bric's USA (client) is clearly stated on the website to be 30 days from date of purchase.

Customer attempted to return in December. Since this is outside normal return policy, we asked for additional information from the customer. Item is not damaged or defective. Reason for return was that the Customer did not like the size of the product. Bric's USA has approved the exception to return policy and we will be refunding the purchase price less shipping and handling (total of $115.00) to the customer's credit card.

It may take 30-60 days for the credit to appear on the customer's credit card statement.

Please contact us if further information is needed.

Client Services Mgr

The Jay Group

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I returned the tote in November not December as the BRIC'S claim stated also, it was not that " I did not like the size." I clearly told [redacted], their rep, that my daughter, for her Hanukkah, had purchased, from their website, the smaller tote. I simply had bought the wrong size and returned it, at the very early Hanukkah season, as it was the incorrect size. In addition, I PAID the postage to return the tote to them. I have the complete UP S shipper paper. And, finally, yesterday, [redacted], their phone rep, called me to "ask me one question." She did not leave the question in her message nor did she E-mail me the question. I called her number back and was " on hold" for over 15 minutes, again.....alas, [redacted] was "gone from her desk."

In closing, I simply asked if a credit could not be issued without a lot of extra stress, why could they not simply put MY tote back in MY box and kindly re ship it to me as a company courtesy? This borders on ridiculous. I have spent hours of concern over this good looking and very fashionable tote. BRIC'S needs some serious help with their customer service department.

Review: Placed Order No. [redacted] on 4/5/13 for Hot Buns - Dark; received package on 4/8/13. However, there was no product in the box, just an empty Hot Buns box (inside the shipping box). I called and reported this and was told they would send another product out. Followed up approx. 2-3 weeks later, and was told that the "re-ship" was pending supervisor approval. Followed up again approx. 2 weeks later; was told "re-ship" was still pending supervisor approval. Followed up on 5/23/13 - was told product was back-ordered, so I requested a refund; was advised that a request would be sent to the supervisor to approve the refund. Followed up on 5/31/13 demanding to know why there was such a delay in received a refund; was told it was still pending supervisor approval. Followed up again on 6/6/13 - was told it was STILL pending supervisor approval for a refund. Essentially, I paid for a product 2 months ago and received a box with no product. That's theft in my opinion. There is a complete disconnect with the alleged "supervisor" approval and I have never seen such HORRIBLE customer service and a complete lack of communication.Desired Settlement: I would like my money refunded, ASAP - along with the money I paid for shipping. Additionally, I would like an explanation as to the complete lack of communication from said "supervisors" within this company.

Business

Response:

Order details are attached. This was an order shipped from The Jay Group warehouse on behalf of our client, [redacted], representing [redacted]" webstore.

Customer's order was placed on 4/5/13 and shipped on 4/8/13. Customer later called to complain that packaage was received empty, did not contain the item ordered. The item was out of stock and could not be re-shipped. Customer decided she no longer wanted to wait for re-stock of the item and requsted a refund of purchase price on 5/23/13. The request was made of the client ([redacted]) to process a refund. We have asked the client to expedite the refund to the customer, and expect that she will receive her refund in the next 5-7 business days. The total amount of the refund is $16.90.

We apologize for the delay, and hope this resolves the matter in full.

[redacted]

Client Services Manager

The Jay Group

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.