Three Bird Nest Designs

Initial Business Response /* (1000, 7, 2015/04/29) */
The customer's order did not ship timely due to a warehouse transition. The customer was offered to have her order shipped, a store credit or a refund. The customer elected to have a refund issued. The refund was completed in full on 4/8/15 and...

the customer was notified and confirmed their issues were resolved in full.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/27) */
All of our return policies and other store policies are clearly published on our website here:
http://www.threebirdnest.com/pages/policies
We are so sorry the customer had trouble finding them and have approved a one time exception and...

have allowed her to return her item.
We have already processed her return and issued her credit to her account.
We are thankful for her business and look forward to serving her again in the future.

Initial Business Response /* (1000, 7, 2015/05/04) */
The customer initially requested refund for price difference for sale which was honored via a refund on 4/19.
She later informed us that she would prefer not to wait for the back ordered products so we removed them from her order and issued a...

refund to her original payment method on 4/24.
The customer confirmed she was satisfied with this resolution.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/26) */
[redacted]- Customer's order has shipped and shows delivery, tracking number XXXXXXXXXXXXXXXXXXXXXX. The consumer has not alerted us of any issues with their order.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
I received the items

Initial Business Response /* (1000, 5, 2015/08/18) */
We had a third party warehouse during the time that the customer returned her items and they did not correctly process her return. We have since moved our shipping into our own warehouse and are shipping orders the same day that they are placed...

and processing returns the same day as well.
We have reached out to the customer, confirmed her credit and we will be sending her a store credit for the items. She has indicated that would completely resolve her concerns and we're happy to continue having her as our customer.

Initial Business Response /* (1000, 6, 2015/05/29) */
This customer has been in consistent communication with our customer care team.
On 4/14/15 the customer was issued a store credit for items that did not ship out to her due to a warehouse and inventory transition.
She later shared that she...

would prefer a refund. The refund request was submitted, her gift cards were voided and she was refunded $28.80 (the total cost of the top) for the top she did not receive.
The customer then shared she would like to be refunded for the panties she did not get. At that time she was refund the full cost of $5.80 for that item as well.
The customer received the other two items on her order as indicated by tracking number XXXXXXXXXXXXXXXXXXXXXXXXXX which complete this order.
This has been surmised for the customer and we firmly believe that we have remedied all concerns from this order.

Initial Business Response /* (1000, 7, 2015/05/18) */
We have been communicating with the customer that the head chain that she had purchased was a preorder item that had a longer lead time so it would not ship within our typical 1-2 day processing time. The customer had agreed to wait.
Since we...

still do not have the item available for shipment we have refunded the customer per her request.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/06/11) */
This customer has been in contact with our customer care team and requested that her order be shipped during the last interaction.
Our team is sending out the items from our inventory and we will credit the customer for items that are no...

longer in our inventory.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I absolutely DO NOT want a credit from this company. This would imply that I intend to shop with them again and I do not. I do not trust them to do the right thing. Per there policy, and I am quoting straight from their page, "if it'll be on backorder longer than two weeks, we can issue a refund". While this is dealing with a back order, they do not specify a situation like this one, and therefore should make the decision to refund me my money. I should have had these clothes long ago when THEY WERE IN STOCK, which is back from April 15, 2015. This wait is far longer than the two weeks specified above and should, without question, warrant a refund. This response is unacceptable.

The customer's return was received and promptly processed on 5/19. We emailed her the shop credit at that time and we did respond to her emails as well. It does sound like our emails are being filtered by her junk or spam settings and we apologize for that occurring, we kindly ask she contact her...

service provider to modify those settings and add us to her safe senders list. We also offer phone and web chat Monday - Friday from 8am to 9pm ET if she has any additional concerns.

Initial Business Response /* (1000, 5, 2015/08/14) */
The customer has been in constant contact with our customer care team.
The consumer contacted us in June that she was missing two items form her shipment. At that time we did not have inventory to fill her order. The customer was refunded...

back to her original method of payment, her gift card.
The customer reached out recently and we do now have inventory to fill this order. We are shipping it out in completion per her request and cancelling her gift card.
Per the customer this issue is now resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in constant contact with three bird nest because I have had to email over 20 times trying to resolve this issue. After the items had yet again not been shipped I asked for a refund as I was sick of having to email several times to receive paid for items and customer service. I was asked if I wanted the items and I said no, that I wanted a refund. I was told this would not be a problem, however, now they are just going to send the items? I ordered the items for a photo shoot I had with my son. This has long since passed. The only thing I want is a refund for the two items I paid for that were not shipped. It states in their policy on their site that you receive a refund if the item is sold out. I received a gift card instead. I do not want the items shipped. I do not want to deal with this company again. I just want a refund for the two items stated in my complaint.
Final Business Response /* (4000, 14, 2015/09/17) */
The customer's order was refunded as our customer care team stated, however, it was to the original payment method, a gift card.
We have since communicated with the customer and she requested we ship the original goods, which we have.
Her items have been shipped and are in transit to her and can be tracked via tracking number LNXXXXXXXXXUS.
The customer has confirmed she is completely satisfied with this resolution.
Final Consumer Response /* (4200, 16, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer has never once indicated she was completely satisfied with this resolution. I have over 20 emails responding to emails stating I wanted a refund. The only reason I used a gift card was because half of my order was missing the first time and I was issued a gift card instead of a refund. As already stated several times. The only thing I wanted was a refund for items ordered over 6 months ago. In the last comment it stated final offer that you were shipping my items. So over a month later I wrote an email saying... It's been over a month and the items haven't shipped, yet this was their 'final offer'. I never once stated I was ok with this or that this was satisfactory. I will never order from this company again and will go out of my way to ensure everyone I know does the same.

Initial Business Response /* (1000, 5, 2015/10/21) */
The customer has been in contact with our customer care team.
A shop credit was issued for her returned items. The customer shared she would prefer a refund, however, our policy states that we can only issue a store credit for returned...

items.
We have resent her credit today directly to her email and we are happy to continue to have her as our customer.

Initial Business Response /* (1000, 7, 2015/09/07) */
We did not make a mistake, we shipped the correct item to the customer and paid for her to send them back to us. When we received them back we put them back into stock and enter an order for the item to be sent to her since she said she receive...

the wrong size. We shipped the shoes, again correct size. We did not send the wrong size, she ordered one size and that is what we shipped. As we have stated to the customer multiple times we will take them back as an exception but we will not pay shipping when it was not an error.

Initial Business Response /* (1000, 5, 2015/08/14) */
The customer did place her order back in June when a third party warehouse was fulfilling our shipments. Due to their inaccurate inventory counts this customer's order was not filled. We are so incredibly sorry that this transpired.
The...

customer called and submitted a refund request that is in processing and will post back to her account within a week.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my refund

The customer purchased items that were presale, so in these cases the delivery time is 2-3 weeks from the order date. We still have her products coming in and we will ship them as soon as they arrive. She can expect updates via email with order status and tracking information.

Initial Business Response /* (1000, 5, 2015/05/26) */
[redacted]- We have been consistently communicating with the customer and informed her on 5/19 that we were fulfilling her order in full. She confirmed that it was a satisfactory resolution.

All of our [redacted] listings state that color variations and some other changes can transpire but we always send something super cute and that all sales are final. Because the customer was so upset we did send a prepaid label. We were not able to refund her because she opened a chargeback which locked the funds up. We are sorry for the trouble but we are truly not able to issue a refund due to the customer opening the chargeback while we were trying to help her.

Initial Business Response /* (1000, 5, 2015/09/24) */
We left Etsy's platform and no longer sell on that platform. We do not have a way to credit back an order, unfortunately. We do not have access to that system. We want to resolve this for you but unfortunately the only way we an do is by...

offering product or a shop credit.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although ThreeBirdNest left Etsy, prior to leaving the company agreed via email on April 21, 2015, to grant a full refund; " just tried to issue a full refund and there was an error with your card. Did it recently expire or did you change your billing address?? Please let us know so we can process the refund.
Thank you for shopping Three Bird's Nest collection on Etsy!
Sincerely,
Your Team at Three Bird Nest
On April 22, 2015, I responded;
"Good morning,
Below is the credit card information:
AMEX
XXXXXXXXXXXXXXX
Exp date
12/16
Billing address
[redacted] Street
[redacted] XXXXX
Be advised, according to AMEX, ThreeBirdNest, never attempted to return the money. And there was never any follow-up after April 22nd. The company has a history of delayed and/or incorrect orders featured not only on Revdex.com's website but is also the basis for complaint. There is no assurance that if store credit were issued and used that I would receive the order in a timely fashion.
Final Business Response /* (4000, 9, 2015/10/06) */
We had a third party warehouse during the time that the customer ordered and while we requested that they ship her order out they did not. We have since moved our shipping into our own warehouse and are shipping orders the same day that they are placed.
The customer is correct regarding the refund, we had previously attempted to refund her to her original payment method, which is the only means of issuing a refund and the refund failed.
While the customer did supply payment information we were still unable to issue a refund or issue it back to another payment method.
We would be happy to provide the customer with a store credit to remedy this situation and ship her order from our new warehouse.
Final Consumer Response /* (2000, 11, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would prefer a refund and am willing to accept a check or alternative payment method.

Initial Business Response /* (1000, 5, 2015/10/26) */
We had a third party warehouse during the time that customer ordered and while we requested that they ship her order, however, they did not. We have since brought our shipping back in house so we can absolutely remedy this for the...

customer.
During her initial contact with our team she requested that either her order be shipped or that we issue a credit for her missing product as she did receive a portion of her order.
We issued a full credit for the items she was not shipped and that our team notified her that her credit has been issued. This should completely resolve the customer's concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They issued a credit as in they issued store credit. I do not want store credit as I mentioned to them on numerous occasions I would like my money back and they are saying that this is not possible after months of telling me it would be done.
Final Consumer Response /* (3000, 17, 2015/12/02) */
I did respond and said that this is unacceptable as this has been going on for a year and to no fault of mine. They have just been pushing me off. After a year of fighting for my money which was paid for services I never received it seems only fair to get reimbursed. I don't think it's fair that I am supporting their business after such a horrible experience. My bank will not refund me for something that was charged last January as they shouldn't have to anyway.
Please advise
[redacted]
Final Business Response /* (4000, 22, 2016/01/11) */
We understand the frustration and we're so sorry this customer had this experience.
We are now shipping from our own warehouse and we ship orders within one day of placement.
Regarding a refund, the original transaction expired so we are not able to issue a refund against it.
We issued a full store credit on 10/1 so she may place another order and the consumer does have this credit.
We are looking forward to showing her that our services have changed and to continue to have her as our customer.

Initial Business Response /* (1000, 5, 2015/05/26) */
Customer was refunded for cami that didn't ship via PayPal in the amount of $34.80.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I finally see the...

refund due to this complaint, I also want the refunded shipment cost that was offered to me. I have email proof if needed.
Final Business Response /* (4000, 9, 2015/05/29) */
The customer's account of order shipment challenges are accurate, we had a large inventory and warehouse move. This was communicated to the customer and on several occasions she chose to wait.
The customer more recently communicated her request for refund which was completed on 5/25 via PayPal and has been accepted. The customer has communicated her satisfaction.
Final Consumer Response /* (3000, 13, 2015/06/25) */
Hi [redacted],
I wish that it was, I got the refund back for the item that was never sent to me but nothing concerning the email of refunding the delivery fees. It's a small amount but I would rather make them hold up on their promises at this point. Would it help if I can dig up the email where they offered for it to be free shipping or does that not really matter?
I don't believe there have been any updates since my last response to the complaint concerning the shipping charges.
Please let me know if I can do anything else to help. I appreciate your email.
Thank you,
[redacted]

Initial Business Response /* (1000, 6, 2015/05/26) */
[redacted]- We have been corresponding with this customer consistently and we have resolved the complaint and she has shared it is to her satisfaction. She has accepted a store credit credit
Initial Consumer Rebuttal /* (2000, 8,...

2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)